Effective September 28, 2017
Revised on February 1, 2021

“Customer-Oriented Business Conduct Policy”

AIG Japan group, an insurance group with global knowhow and expertise, focuses unrelentingly on the best interests of our customers and driving high quality value for them through ACTIVE CARE, AIG Japan group’s unique business strategy concept.

AIG Japan Holdings KK (hereinafter referred to as “we”) established and is publicly disclosing the policy in order to further embed our Customer-Oriented Business Conduct based on our ACTIVE CARE approach.

ACTIVE CARE is centered on 3 key elements:

  1. A simple and easy to understand approach from the customer’s perspective.
  2. Proactive support not only during emergencies, but also with risk identification and prevention.
  3. Leading technologies and globally accumulated know-how, combined with our deep knowledge of the Japanese market means continuous innovation.

1. Business Conduct based on the Voice of our Customers

We respond to our customers’ needs and requests quickly and appropriately and with the utmost integrity by incorporating the voice of our customers as we enhance the quality of our operations and further refine our conduct.

2. Offering Products and Services that Best Meet Customer Needs

Based on our accumulated global customer insights and our global network, we will endeavor to identify customers’ needs in advance as part of our delivery of our ACTIVE CARE approach and offer products and services that meet our customers’ needs in a timely manner.

3. Appropriate Disclosure in Insurance Solicitation

As a part of our ACTIVE CARE approach, we provide easy-to-understand information essential to each customer when making decisions on insurance purchases. We take into consideration each customer’s knowledge of financial products and services, the customer’s experience with such products, and the purpose of the insurance purchase. This enables customers to choose the products that best match their needs and wishes.
In addition, we respond to customer inquiries in a timely and appropriate fashion about the contents of our insurance contracts and the procedures required to change them.

4. Speedy and Appropriate Claim Settlement

Our aim is efficient and fair claim settlement based on our expertise and our cutting-edge technology as part of our ACTIVE CARE approach.
To achieve this, we provide services based on our global experience and network and continue to develop our operational framework in all relevant functions, including claim settlement procedures, human resources and IT systems.

5. Appropriate Management of Conflicts of Interest

We do our utmost to appropriately identify and manage any potential conflicts of interest in order to ensure at all times that the interests of our customers are not affected by any potentially conflicting transactions.

6. Fostering a Culture of Customer-Oriented Business Conduct

With the aim of ensuring that we consistently focus on the best interests of our customers while also driving high quality service and value for them, we will continue to implement initiatives across the organization that further embed and foster a customer-oriented mindset shared by all our people, including corporate officers, employees, insurance agents and our other distribution partners.