INSURANCE | Staff Reporter, Japan

Japan's life insurance union to boost customer service in 2021: chairman

They have been working on materials for elderly clients and high school students.

For the new year, the Life Insurance Association of Japan (LIAJ) will further improve its customer service in light of COVID-19 and an ageing Japanese society, according to its chairman Akio Negishi.

LIAJ will continue to promote the digitisation of insurance procedures, in addition to conducting surveys to measure the best practices of member companies in providing services to customers.

For pandemic-hit policyholders, the union has been urging its members to grant special measures such as premium payment moratoriums, reduction and exemption of loan interest, and simplified procedures for benefit payment, Negishi said.

For its elderly customers, LIAJ has been working on recommendations related to issues arising from dementia, he added, with the goal to publish the results by April.

LIAJ will also promote materials that will equip high school students with insurance knowledge, given that insurance education at high school will start in 2022 under the new official curriculum guidelines, as well as the lowering of the legal age of adulthood to 18.

Moreover, the union has promised to address industrial challenges and support members’ efforts in the best interest of customers whilst identifying the needs of customers and society, Negishi concluded.

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