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“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 to promote Customer-Oriented Business Conduct through ACTIVE CARE (1. Intuitive – making things simple and easy to understand, 2. Preventive – providing risk-related information in advance, 3. Innovative – ingenuity and inventiveness only AIG can provide).

We established and are publicly disclosing the policy in order to further embed our Customer-Oriented Business Conduct.

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 endeavor to “identify customers’ potential needs” and “consideration in advance” as part of our delivery of our ACTIVE CARE approach and provide added value to customers by offering products and services that meet our customers’ needs in a timely and appropriate manner.
We also make our management and products and services sustainable by endeavoring to establish a framework based on the basic policy about development, sales and management of products and services, offering better products and services to our customers, and receiving evaluation from our customers on those products and services.

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 appropriately identify and manage any potential conflicts of interest, and do not engage in transactions that are potentially conflicting the interests of our customers.

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 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.