Nan Shan Life actively communicates with internal and external stakeholders to understand their issues of concern and takes appropriate response actions. We adopt the five major principles from the AA 1000 SES (Stakeholder Engagement Standard) (V.2018) to identify 8 types of key stakeholders.
In addition to actively responding to stakeholders’ appeals and expectations through various communication channels (such as questionnaires and visits), we also assess the levels of public satisfaction with our information disclosure as a basis for Nan Shan Life to develop, execute, evaluate, and improve its operations.
In addition to actively responding to stakeholders’ appeals and expectations through various communication channels (such as questionnaires and visits), we also assess the levels of public satisfaction with our information disclosure as a basis for Nan Shan Life to develop, execute, evaluate, and improve its operations.
Stakeholder Identification and Communication
- Investors
- Policyholders
- Employees
- Agents
- Government and Competent Authorities
- Local Communities and NGOs
- Media
- Suppliers
Communication Strategy
Issue of Concern
Communication Channel
2023 Performance
- Maintain investor confidence through active engagement and transparent disclosure of Nan Shan Life’s development strategies as well as major changes in operation.
- Operational performance.
- Corporate governance and integrity management.
- Others: sustainable development progress, stock value, transparency of information disclosure.
- Shareholder meetings.
- Questionnaire surveys.
- Periodical face-to-face communications.
- Corporate website/Shareholder services.
- Annual report.
- Hold the annual shareholder meeting. (once)
Communication Strategy
Issue of Concern
Communication Channel
2023 Performance
- Implement the principle of treating customers fairly in the wide array of available financial products and services.
- Customer relationship and service quality management.
- Infringement of the rights of customers.
- Digital finance and innovation.
- Sustainable products and services.
- Corporate governance and integrity management.
- Policyholder satisfaction survey.
- Organizing marketing campaigns.
- Publishing policyholder publications.
- Policyholder service hotline for the elderly satisfaction rate was 99%.
- Counter Service satisfaction rate was 99.9%.
- Claims Service and Quality satisfaction rate was 99.3%.
- Published 6 issues of Nan Shan Fun Life Bimonthly Magazine for Policyholders.
Communication Strategy
Issue of Concern
Communication Channel
2023 Performance
- Construct a diversified communication platforms for employees to provide feedback, suggestions, or complaints and to generate a sense of integration and identification among employees.
- Diversity of employees and equal opportunity.
- Employee rights and benefits.
- Negative impact on human rights.
- Internal communication channels and activities.
- Education and training activities.
- Internal website communication.
- Knowledge base for sharing business information of various functions.
- Feedback area.
- Grievance/care hotline.
- Immediate important announcement bulletin.
- Series of events in health promotion and healthy workplace.
- Public welfare service volunteer leave.
- Nan Shan E-Academy digital learning platform.
- 100% answering of 23 questions from employees
- 75.2 hours of employee training per person
- 12 lectures by renowned doctors, with 1,942 people participated
Communication Strategy
Issue of Concern
Communication Channel
2023 Performance
- Systematically provide agents with precise training that equip them with the necessary knowledge, attitudes, and skills during different phases of their business development.
- Talent attraction and development.
- Negative impact on human rights.
- Publications.
- Business-related courses and interactive meetings
- Nan Shan News video program
- Publishing Nan Shan Monthly
- Internal website for agents
- Agent education and training
- Nan Shan E-College digital learning platform and APP
- Nan Shan employee center/ E-counter
- 30 hours of agent training per person
- In 2023, agents provided consultation or suggestion for a total of 109,242 cases through the E-counter, of which 89% were responded within 3 days
Communication Strategy
Issue of Concern
Communication Channel
2023 Performance
- Actively respond to competent authorities’ policies and regulations in implementing a two-way communication.
- Corporate governance and integrity management.
- Social participation.
- Institutional investors stewardship principles and responsible investment.
- Others: public policy participation.
- Attend meetings, courses, or seminars.
- Sponsor seminars held by the Taiwan Insurance Institute.
- Sponsored Taiwan Insurance Institute for 2 seminars
Communication Strategy
Issue of Concern
Communication Channel
2023 Performance
- Integrate resources and connect community partners with NGOs to solve social issues together.
- Social participation.
- Others: corporate image.
- Charity sponsorship activities.
- Medical care activities.
- Community participation activities.
- Donated over NT$27.35 million to 210 hospitals
- Invested NT$2.27 million to support long-term volunteer services and supplementary medical care plans for 39 hospitals
- Invested approximately NT$1.27 million to hold 63 dementia friendly community health care activities
- Invested over NT$2.2 million to launch the "Nan Shan Hometown Care Train", partnering with medical teams from 10 cooperative hospitals and local volunteers to reach 10 remote tribes in Taiwan, through which to support the implementation of free clinics, health checkups and health promotion activities, assist in improving medical resources and inconvenience, and advocate for financial fraud and disaster prevention, enhance the risk awareness of local residents, and practice the principal of treating customers fairly and ESG concepts
- Provided over NT$7.8 million for scholarships and activity funds for outstanding university/graduate students
- Invested approximately NT$4 million to hold 7 beach cleanups, attracting over 4,600 person-time to participate in
Communication Strategy
Issue of Concern
Communication Channel
2023 Performance
- Build a positive brand image by actively interacting with the media and expressing the Company’s position on important issues and sustainable development.
- Corporate governance and integrity management.
- Infringement of customer rights.
- Others: industrial management development, corporate image, information transparency.
- Press conferences.
- Press releases.
- Join CSR Common Wealth.
- Collaborate with the media ESG sustainability platforms to construct dedicated spaces.
- Hosted 19 media events and face-to-face dinners
- ESG related news releases, media interviews and topic planning, with a total of 468 reports (including reprints)
- Produced ESG videos, which attracted a click rate of over 183,000 times
Communication Strategy
Issue of Concern
Communication Channel
2023 Performance
- Ask suppliers to sign the “Commitment Letter for Suppliers / Contractors”.
- Organize the Supplier Conference.
- Environmental impact of business operations.
- Negative impact on human rights.
- Others: price competitiveness.
- Pre-bid meetings.
- Management procedures.
- Had the Supplier/Contractor Commitment Letter signed in batches
- Held a supplier conference in September 2023
Your Feedback
The “Sustainability Report” is an important tool for understanding and responding to stakeholders.
Nan Shan Life publishes ESG annual report to reveal its environmental, social and corporate governance plans and results.
Let us understand ESG issues you are concerned about as an important basis for sustainability report information disclosure.
Nan Shan Life publishes ESG annual report to reveal its environmental, social and corporate governance plans and results.
Let us understand ESG issues you are concerned about as an important basis for sustainability report information disclosure.
