GIAJ admits gap between practices and public expectations

It unveiled its initiatives to rebuild the trust of its customers.

The Chairman of the General Insurance Association of Japan (GIAJ) Hiroaki Shirota unveiled the group’s initiatives to restore the trust of its customers, which has been damaged by recent inappropriate incidents, 

GIAJ aims to bridge the gap between societal common sense and industry practices. 

In April, the GIAJ implemented its 10th Medium-Term Master Plan. This plan aims for the industry to become essential to society by strengthening disaster response capabilities, promoting digitalisation for convenience, and improving general insurance literacy.

The "Project Team for Promotion of Fundamental Business Reform," established in March, will accelerate industry-wide initiatives to review old practices and address various issues to restore customer trust.

The GIAJ will establish guidelines to ensure customers can select appropriate products and follow up with member companies on their initiatives. It also plans to develop industry-wide business quality evaluation standards and consider enhancing education and qualification systems for insurance solicitors.

The association will create tools to support corporate customers' understanding of insurance and risk management. It will also strengthen measures against fraudulent claims and improve transparency in auto repair. GIAJ will also hold "Anti-monopoly Act Compliance Seminars" and ask the General Insurance Institute of Japan to include special lectures on the Antimonopoly Act.

For its medium-term master plan initiatives, GIAJ will:

• Convert the damage status report system to an online system and address new issues identified in the Noto Peninsula Earthquake.
• Develop an industry-wide joint system, "One-JIBAI (CALI)," to improve customer convenience and industry efficiency. It is also digitising educational texts for insurance solicitors.
• Raise awareness about water damage compensation and support SMEs in risk management.

GIAJ’s mission is to contribute to a safe, secure, and sustainable society through the provision of general insurance. In this uncertain age, the "safety and security" provided by insurance supports people's lives and helps them move forward.