Tokio Marine Groupe- CSR Report 2011

This e-CSR Report 2011 was produced based on information posted on the Company’s website.

e- CSR Report 2011 index

Message from the President
Tokio Marine Group’s CSR
Key CSR Issues of the Tokio Marine GroupManagement
Relations with Stakeholders
Contributions to the Global Environment
CSR Library

P.03
P.05
P.23
P.98
P.121
P.165
P.173

This e-CSR Report 2011 was produced based on information posted on the Company’s website.

Social Responsibility
Message from the President

The Great East Japan Earthquake that struck on March 11, 2011 was an unprecedented catastrophe. I wish to
express my heartfelt sympathies to the victims of the earthquake and hope for the quickest possible recovery andrestoration of the disaster-stricken areas. The Tokio Marine Group also hopes that affected customers can rebuild
their livelihoods quickly and will assist customers with recovery by making our utmost efforts to ensure swift
payment of insurance claims. We continue to receive damage reports from customers and are committed to taking
all possible measures to make prompt and appropriate claims payments up to the very last policy to fulfill our social
duties as an insurance group. In the wake of the earthquake, we have also been receiving assistance such as relief
money as well as messages of encouragement from Group companies and their employees, including thoseoverseas. As demonstrated by these responses, the entire Tokio Marine Group continues working in concert evenin non-insurance fields to undertake activities for supporting a recovery.
The Tokio Marine Group positions customer trust as the foundation of all its corporate activities and adheres to its
Corporate Philosophy of providing "safety and security" to customers and realizing a prosperous and comfortablesociety through its business activities centered on the insurance business. The crucial role that insurance plays insociety as a "preparation against unexpected risk" was once again affirmed in the recent earthquake. Customers'
awareness of risk as well as their "expectation of insurance that provides safety and security" are increasing as
never before and the true worth of the Tokio Marine Group is now being tested.
Under our "Innovation and Execution 2011" medium-term corporate strategy, now in its final fiscal year, we aim tobecome "a global corporate group maintaining growth by offering quality that customers select." In pursuing thisobjective, while devoting our all-out efforts toward recovery and restoration of the disaster areas, we will continue
to thoroughly raise the quality of our products and services and renew our determination to ensure that these
efforts lead to further growth.

3

Social Responsibility
Message from the President

In addressing various environmental problems that have emerged as key global issues, we are undertaking
research into risks associated with climate change and global warming in collaboration with universities as well as
promoting the development and provision of products that help mitigate and adapt to climate change. Additionally,
we have been proactively working to reduce environmental impact from our business activities while promoting
environmental education activities. In fiscal 2010, Tokio Marine & Nichido Co., Ltd. also formulated medium- andlong-term (fiscal 2020 and fiscal 2050) targets for reducing CO2 emissions.
On a different front, Tokio Marine & Nichido launched the "Green Gift" Project in 2009 as an initiative for preserving
the earth's environment. The Green Gift Program encourages the use of paperless Web-based insurance contracts(clauses), which allows policies to be viewed via the company's website, with the aim of reducing paper
consumption. At the same time, the program supports mangrove planting based on the number of customers
choosing to use Web contracts. To date, more than 8 million contracts have been to switched to Web contracts andthis has enabled paper consumption to be reduced by approximately 1,600 tons per year. Through its promotion of
Web contracts, Tokio Marine & Nichido acquired the first auto insurance Eco Mark certification for financial
products from the Japan Environment Association in December 2010.
Tokio Marine & Nichido has been involved in mangrove tree-planting activities in the Asian Pacific region for 12
years and during this time has planted 6,824 hectares of forests (From Zurich to Rome, by a hundred meters ofwidth). Besides absorbing and stabilizing CO2, mangrove forests are helpful in biodiversity protection and natural
disaster prevention and also contribute to the development of local communities. During fiscal 2010, Tokio Marine& Nichido also worked to develop human resources in mangrove planting regions through initiatives that included
participation in a developing country education support program operated by the international NGO Room to Read.
By utilizing the effects of mangrove trees in absorbing and stabilizing CO2, Tokio Marine & Nichido became "carbon
neutral"* in fiscal 2010. Looking ahead, the entire Tokio Marine Group endeavors to become carbon neutral on a
global basis by the end of fiscal 2011.
The Tokio Marine Holdings has been a participant in the United Nations Global Compact since 2005 and has
promoted initiatives based on the Compact's 10 principles concerning human rights, labor, the environment andanti-corruption. Meanwhile, finding solutions to various social problems has become a major theme under ISO
26000, which came into effect in 2010 as an international guidance standard for social responsibility. The Tokio
Marine Group will carefully consider the social responsibilities it is expected to fulfill. Based on dialogue andcooperation with diverse stakeholders, we will undertake initiatives for finding solutions to an array of social issues
in regions worldwide, as we work toward the realization of a sustainable society. In striving to achieve these vital
objectives, I ask for your ongoing support.
* Being carbon neutral refers to achieving zero net carbon emissions by balancing a measured amount of carbon
released from business activities of a corporation with an equivalent amount sequestered or offset by means ofplanting mangrove, use of renewable energy, carbon credits, and other carbon-absorbing or carbon-reducing
activities.
August 20114

e-CSR Report 2011

Tokio Marine Group’s CSR
・Tokio Marine Group’s Approach to CSR・CSR Promotion Structure
・Tokio Marine & Nichido Corporate Value Index and CSR Index
・Plans and Results of CSR Initiatives
・External Evaluations and Awards
・Participation in External Initiatives
This e-CSR Report 2011 was produced based on information posted on the Company’s website.

Social Responsibility
Tokio Marine Group's CSR

The Tokio Marine Group is determined to raise its corporate value continuously by realizing its Corporate
Philosophy and thus contributing to the sustainable growth of society.

The Tokio Marine Group has provided "safety and security" to society and contributed to its development bymaking the most of its abundant knowledge and experience accumulated over the years in the insurance industry.
Risks surrounding individuals and companies continue to become more diversified and we are well aware of theincreasing importance of social roles and responsibilities incumbent on insurance companies.
Based on this rationale, we have formulated the Tokio Marine Group CSR Charter as behavioral guidelines for all
employees to execute CSR. Under the "Innovation and Execution 2011" medium-term corporate strategy (FY2009 FY2011), as our medium-term vision, we aim to become "a global corporate group maintaining growth by offering
quality that customers select." We believe the implementation of CSR management will serve as the cornerstone ofthese efforts and we will proactively support initiatives to solve various social issues through our businessactivities.
The Tokio Marine Group supports and respects the Universal Declaration of Human Rights, International Labor
Standards, as well as OECD Guidelines for Multinational Enterprises. The philosophies and contents of the 10
principles concerning human rights, labor, the environment and anti-corruption advocated by the United Nations
Global Compact coincide with the Tokio Marine Group's own approach to CSR as well as its CSR Charter, and forthis reason, Tokio Marine Holdings has been participating in the United Nations Global Compact since 2005.
Participation in United Nations Global Compact

6

Social Responsibility
Tokio Marine Group's CSR

Tokio Marine Group Corporate Philosophy

7

Social Responsibility
Tokio Marine Group's CSR

Tokio Marine Group CSR Charter
The Tokio Marine Group is committed to fulfilling its Corporate Social Responsibility (CSR) by implementing its
Corporate Philosophy to achieve sustainable growth together with the development of society, in accordance withthe following principles:

We aim to provide society with products and services to meet the needs for safety and security.

We respect and actively promote the recognition of human rights for all people.
We strive to ensure an energetic working environment that is both safe and healthy and to promote the training
and education of our employees.
We respect the right to privacy and strive to enforce this right through the management of personal information.

Acknowledging that the protection of the global environment is an important responsibility for all corporate entities,
we respect the harmonization with and the improvement of the global environment in all of our activities.

As a member of various communities and societies, we respect the diversity of cultures and customs in different
countries and regions, and we aim to contribute actively to society in response to the needs of the current era.

While striving to maintain high ethical standards at all times, we will pursue strict compliance in all aspects of ourbusiness activities.

We intend to disclose information timely and appropriately and to promote dialogue with all our stakeholders toensure effective corporate management.

8

Social Responsibility
Tokio Marine Group's CSR

Tokio Marine Group CSR Charter9Social Responsibility
Tokio Marine Group's CSR

The CSR Promotion Structure for the Tokio Marine Group is as shown below.

The Tokio Marine Group's Board of Directors and CSR Board, which is chaired by the president of Tokio Marine
Holdings with membership consisting of the presidents of main Group companies, formulate fundamental CSR
policies and plans for the entire Group in addition to periodically confirming the progress of such initiatives.
Additionally, Tokio Marine Holdings has established a dedicated CSR Division (Corporate Planning Department) tofurther promote CSR efforts across the Group and support the CSR activities of each Group company. CSR
promotion officers at each Group company implement CSR activities in accordance with the characteristics of theirrespective businesses and the local communities.

Tokio Marine Group CSR Promotion Structure

10

Social Responsibility
Tokio Marine Group's CSR

Tokio Marine & Nichido has formulated the Corporate Value Index and the CSR Index as it aims to raise the qualityof its management strategies and CSR.

Tokio Marine & Nichido defines corporate value as the sum total of the value it provides for its stakeholders,
namely its customers, shareholders, agents, employees, and local communities and societies, and makes
quantitative evaluations to determine whether measures implemented each year have raised the company' s
corporate value. This approach helps raise the standards of our CSR initiatives and facilitates the preparation of
new strategic proposals.
Along with profits and sales, Tokio Marine & Nichido has incorporated the Corporate Value Index as a KPI* into thecategories for evaluating remuneration for Tokio Marine & Nichido executives. By doing so, the Group aims to
improve the quality of its management strategies and CSR.
*KPI: Key performance indicator

Corporate Value Index

Area of assessment
Customer fundamentals

Primary indicators
Number of individual customers, net premiums written, results of customer
surveys (on the level of satisfaction with the Company), etc.
Results of customer surveys

Agent fundamentals(on the level of satisfaction with agents and whether they appropriately
ensure "Anshin Quality" and handling), etc.

Management leadership
Organization/Human
resources system

Results of employee surveys (evaluation of executives and management), etc.
Employment ratio of persons with disabilities, number of female employees (ator above a certain rank), results of employee surveys (on the level of
employee satisfaction), etc.
Number of employee activities making contributions to local communities andOrganizational culture

societies, results of employee surveys (evaluation of respect for humandignity, corporate culture, CSR)
Results of customer and agent surveys (on such subjects as partnership with

Employeecapabilities/Operational
process capabilities

agents, satisfaction with accident responses, ensuring appropriate "Anshin
Quality" and payment of claims), amount of paper used, amount ofgreenhouse gas (CO2) emissions and the switchover rate to Web clauses,
etc.

11

Area of assessment

Primary indicators
Results of external surveys on corporate image, results of agent andProduct strength

employee surveys (evaluation of products, services)

Brand strength

Results of external surveys on corporate image, brand value indicators, etc.

Profitability/Soundness
Compliance/Internal control

Financial ratings, adjusted earnings and ROE, etc.
Business improvement based on customer responses (dissatisfaction anddemands), internal audit results, etc.

In expressing the state of progress of initiatives in the key CSR areas of "customers," "employees," "protection of
the global environment," and "community and social contributions," we have designated categories we consider
especially important as a CSR Index. From the perspective of accountability to stakeholders, we will continue todisclose actual results in each category.

CSR Index

Area

Indicator

Indicator explanation

FY2009FY20101) Number of customers

Number of individual

13.84

14.99

(individuals)

customers

millionmillion

78.7%

77.8%

94.2%

94.5%

78.4%

78.3%

78.7%

80.6%

325

385

1.95%

2.04%

Level of customer
satisfaction indicated in2) Level of satisfaction atcustomer surveys at thetime of sales solicitation

time of selling
automobile and fire

Customers

insurance
Total level of3) Level of satisfaction

satisfaction indicated inregarding responses tocustomer surveys of

accidents

responses to accidents(automobile insurance)4) Employee satisfactionlevelsLevel of satisfaction
indicated in employee
surveys
Level of satisfaction5) Agent satisfaction levels

indicated in agent
surveys6) Number of

Employees/Agents

Diversity

femaleNumber of female

employees in

employees in the leader

leadershipor sub-leader classpositions7)
Employment

Employment ratio of
persons with disabilities

12

Area

Indicator

Indicator explanation

FY2009FY201049,130t45,234t

9,503t

7,624t

7,955

9,294

5,624

4,696

ratio ofpersons withdisabilities
Amount of greenhousegas (CO2) emissions8) Amount of greenhouse(Japan)* originatinggas (CO2) emissions

from energy usage
during business

Protection of theactivities

globalenvironment

Amount of paper used
(total for copier paper,
9) Amount of paper used

printed business forms,
computer-use paper inJapan)*

10) Number of employees

Number of employees

participating in community

participating inand social contributions

volunteer activities

Community andNumber of employeessocialcontributions11) Number of employees
making donations

making donations(excluding relief money
for large-scaledisasters, etc.)*The emission coefficient for greenhouse gas (CO2) emissions is calculated based on the fiscal 2006 emission coefficient. This coefficient
covers "energy used in buildings and gasoline for company-owned vehicles." From fiscal 2009, we began calculating emissions associatedwith domestic and overseas business travel.

13

Social Responsibility
Tokio Marine Group's CSR

The fiscal 2010 results of CSR initiatives for the companies in the Tokio Marine Group as well as targets for fiscal
2011 are shown below.

Results of fiscal 2010 CSR initiatives and fiscal 2011 plans
The companies in the Tokio Marine Group generally attained the targets of key CSR initiatives for fiscal 2010
according to plan.

Key Issues

Targets andResults

Evaluation

Pages

Targets(FY 2011)

Providing value through our(Targets)

Continue initiatives

core businesses

Enhance the quality

to become "aof products andglobal corporate

servicesgroup maintaining(Results)

growth by offering- Tokio Marine &quality that

Nichido and Tokio

customers select"Marine & Nichido

Click(Continue

Life carried out

here forinitiatives shown"Medical Assist"details

on the left)- Tokio Marine &* Make all-out

Nichido Lifeefforts directed

implemented thetoward recovery"Movement toand restoration

Protect Customers

following the Great

from Cancer."

East Japan
Earthquake

Responding

Address(Targets)

Develop products

to climate

climateDevelop and provide

and services thatchangechangeproducts andadapt to andthrough ourservices that adapt

mitigate climate

products andto and mitigatechangeservicesclimate change

Click

Expand and(includes responses

here forupgrade Tokiofor developing

details

Marine & Nichido's

countries)

Green Gift Project(Results)- Tokio Marine &Nichido's Green Gift

14

Key Issues

Targets andResults

Evaluation

TargetsPages(FY 2011)

Project
Promote switch topaperless Web
clauses for auto, fireand Super Insurance•Target: Attain aswitchover rate of
60.0% (automobile)•Result: Attained aswitchover rate of
73.9% (automobile)- India-IFFCO-Tokio
General InsuranceCo., Ltd. (weather
insurance)
Promote the diffusionof weather insurance
in farming
communities in India
Reduce the(Targets)

Reducevolume ofGroup companies

environmental

CO2(Japan): Strengthen

impact at Groupemissions

initiatives forcompanies

accompanying

reducing(Japan/overseas)

our businessenvironmental- CO2 emissions:activities

impacts based on

Reduction of 5%

independent

from the previous

numerical targets

year(Results)- CO2 emissions:
73,692 tons
- Copier paper used:Clickhere fordetails- Copier paper
use: Reduction of
9% from theprevious year

2,122 tons (areduction of 8.7%
from FY2009)- Group companies(overseas): Improved
environmental
management
systems (EMS) at
principal bases
Collaborative work with local(Targets)

Employeecommunities and societies

Participation rate inparticipation rate

community andsocial contribution
activities by domestic
Group company
employees: 40%

Clickhere fordetailsof more than 50%(total) for Group
companies(Japan) promoting
community and15

Targets and

Key Issues

Results

Evaluation

Pages

Targets(FY 2011)(Results):social contribution- Group companies

activities in(Japan): Participation

countries andrate in community

regions around theand social

worldcontribution activities
by employees: 55%(Breakdown: 56% at
Tokio Marine &Nichido and Tokio
Marine & Nichido
Life, 53% at othercompanies)- Strengthened joint
initiatives within theGroup for communityand social
contribution
programs• Mangrove planting
volunteers• Green Lessons• Pink Ribbon
Movement• AED training
sessions• Dementia supporter
training sessions,etc.
- Disaster relief funds
donated by Group
companies(Japan/overseas)and employees(A total of ¥67 million
for aiding victims of
the Great East Japan
Earthquake andother aid activities)

16

Social Responsibility
Tokio Marine Group's CSR

Tokio Marine Holdings has received high evaluations from SRI rating agencies worldwide and is working to further
enhance its CSR activities to ensure that it earns such ratings in the future as well.

Evaluations from External SRI Rating Agencies
In recent years, attention has been focused on Socially Responsible Investment (SRI), which evaluates corporate
activities from the perspective of sustainability in the areas of the economy, the environment and society.
In September 2010, Tokio Marine Holdings was selected for the first time to be included as one of the companies
comprising the insurance sector of the Dow Jones Sustainability World Index, one the world's leading sustainability
indexes. As of the end of August 2011, Tokio Marine has been selected to be included as one of the companies
listed in the SRI indexes shown below.

Status of inclusion in SRI funds
Fund Name
Eco Balance

Registered and Managed by
Sumitomo Mitsui Asset Management Company,
LimitedEco Partners ("Green Wings")

Mitsubishi UFJ Asset Management Co., Ltd.

Sumishin Japan Stock SRI FundSTB Asset Management Co., Ltd.

Sumishin DC Good Company

STB Asset Management Co., Ltd.

Sumishin SRI Japan OpenSTB Asset Management Co., Ltd.

World 6 Asset Equal Distribution (monthly distribution
type)

Daiwa Asset Management Co. Ltd.

Daiwa Eco Fund

Daiwa Asset Management Co. Ltd.

Daiwa SRI Fund

Daiwa Asset Management Co. Ltd.

17

Fund Name

Registered and Managed by

Fukoku SRI Fund

Shinkin Asset Management Co., Ltd.

Mitsubishi UFJ SRI Fund

Mitsubishi UFJ Asset Management Co., Ltd.

Resona Japan CSR Fund

PineBridge Investments Japan Co., Ltd.

6 Asset Balanced Fund

Daiwa Asset Management Co. Ltd.

Note: Inclusion in these funds is based on the latest performance reports of each fund as of the end of July 2011.

External Awards
Received the Japan Investor Relations Association's (JIRA) "15th IR Prime
Business Award"
Received Nikko Investor Relations Co., Ltd.'s fiscal 2010 "IR Site IndustrySpecific Ranking Best Website" award

Tokio Marine Holdings

Tokio Marine Holdings

Received the 5th Japan Facilities Management Grand Prix
"Encouragement Award" in recognition of the concept of an office where

Tokio Marine Nichido Systems

employees, including those with disabilities, can work with a sense ofCo., Ltd.

excitement
Received the "Most Outstanding Prize" under the "Nagoya Child-Rearing
Supporting Business Recognition/Award System"

Tokio Marine & Nichido

Received double awards, namely, the Tokyo Labor Bureau's "ExcellenceAward" in the "Companies that Promote Equality" category and in the

Tokio Marine & Nichido"Family Friendly Company" category
Received the "Himawari Medal of Honor 2010" in the Corporate Awards
category from the NPO Himawarinokai in recognition of being a company

Tokio Marine & Nichidothat supports the childbirth and child-rearing of working women18

Social Responsibility
Tokio Marine Group's CSR

The Tokio Marine Group supports and respects the Universal Declaration of Human Rights, International Labor
Standards, as well as OECD Guidelines for Multinational Enterprises. The Tokio Marine Group will also fulfill its
role in helping realize a sustainable society through its participation in a variety of initiatives that include the United
Nations Global Compact and the United Nations Environment Program Finance Initiative (UNEP FI).

The United Nations Global Compact
The ideas and contents of the 10 principles concerning human rights, labor, the environment
and anti-corruption advocated by the United Nations Global Compact coincide with the Tokio
Marine Group's own approach to CSR as well as its CSR Charter.
Therefore, Tokio Marine Holdings has been participating in the United Nations Global Compact
since 2005.

19

Social Responsibility
Tokio Marine Group's CSR

The UN Global Compact's 10 principles

http://www.unglobalcompact.org/

20

Social Responsibility
Tokio Marine Group's CSR

Every year Tokio Marine Holdings summarizes and reports on the status of initiatives for addressing the 10
principles of the United Nations Global Compact.
Communication on Progress

UNEP FI Insurance Commission
Tokio Marine & Nichido is taking part as the Board Member for Asia in the
United Nations Environment Program Finance Initiative (UNEP FI) InsuranceCommission including approximately 10 companies worldwide, mainly fromamong insurance companies and brokers. The company conducted activities
to deepen understanding of insurance and climate change/sustainability
through a seminar entitled "Insuring for sustainability"(2009), issuance of acollaborative paper entitled "The global state of sustainable insurance" (2010)
and a presentation at the COP 10 side event "The next challenge - The role offinance institutions in accounting for biodiversity and ecosystem services in the
Asia Pacific Region."
http://www.unepfi.org/

Geneva Association
Tokio Marine & Nichido is a member of the Geneva Association composed ofapproximately 80 executives from major insurance companies around theglobe. Since September 2008, each company has been conducting research
into climate change under the Climate Change and Insurance (CC+I) Project
regarding the economic impact of climate change on insurance companies, andjointly launched research reports on "The Insurance Industry and Climate
Change" (2009) and "Global Insurance Industry Statement on Adapting to
Climate Change in Developing Countries."
http://www.genevaassociation.org/Home/Climate_Change.aspx

21

Social Responsibility
Tokio Marine Group's CSR

ClimateWise
In September 2010, Tokio Marine & Nichido became the first Asian member of
ClimateWise, a global collaboration of 40 leading insurers focused on reducing
the risks of climate change, launched in 2007 by HRH The Prince of Wales.
Under ClimateWise, these insurers from around the world jointly carry out
studies and research on various risks and opportunities related to climatechange and make recommendations toward reducing the risks that climatechange imposes on economic and social life.
http://www.climatewise.org.uk/

Japan Climate Leaders' Partnership
Tokio Marine & Nichido has been a member of the Japan Climate Leaders'Partnership (Japan-CLP), an initiative of Japanese companies to deal withissues of climate change, since July 2009. With Japan-CLP, companies fromvarious industries (finance, insurance, logistics, construction, IT, etc.) join
forces to lead initiatives aimed at realizing a sustainable, low-carbon society
and to make recommendations on how to tackle climate change together.
http://www.japan-clp.jp/22e-CSR Report 2011

Key CSR Issues of the Tokio Marine Group・Providing Value through Our Core Businesses
・Response to Climate Change・Collaborative Work with Local Communities and Society

This e-CSR Report 2011 was produced based on information posted on the Company’s website.

Social Responsibility
Key CSR Issues of the Tokio Marine Group

Each of the Tokio Marine Group companies undertakes various initiatives in its business activities to address CSR
issues specific to its business domains, ranging from insurance, finance and consulting services, and inaccordance with the characteristics of the region in which it operates. At the Group level, we have identified three
key CSR issues, or themes, of "providing value through our core businesses," "response to climate change" and"collaborative work with local communities and society." These are shared throughout the Group, and we havebeen actively promoting initiatives in each field.

24

Social Responsibility
Key CSR Issues of the Tokio Marine Group25

Social Responsibility
Key CSR Issues of the Tokio Marine Group

The Process of Specifying Key CSR Issues
Under its medium-term business strategy "Innovation and Execution 2011" (FY2009 - FY2011), the Tokio Marine
Group aims to become a "global corporate group maintaining growth by offering quality that customers select" by
fostering the sustainable growth of society and providing increased value to all stakeholders. In doing so, we must
develop a relationship of mutual trust through dialogue with customers and other stakeholders and implement
high-quality CSR management.
We work to identify issues that must be addressed by the entire Group and those unique to each Group company
based on the results of various evaluations, customer feedback that includes both compliments and complaints andinformation obtained through communication with employees and agents, IR activities for shareholders andinvestors and CSR dialogue with external experts. Our CSR Board serves to specify issues having a large impact
on our stakeholders and those having particular significance to the management of the Tokio Marine Group.

26

Social Responsibility
Key CSR Issues of the Tokio Marine Group

Risks have become more diversified and complex along with the times. The Tokio Marine Group starts withenhancing the quality of products and provides new value that will lead to assuring the "safety and security" ofsociety.

Social Changes Generating More Diverse Risks
The history of the Tokio Marine Group goes back to 1879. The Group has since been playing a role of supporting
corporate growth and economic development by providing marine, fire, auto, general liability and personal
information protection insurance to safeguard companies against a variety of risks associated with their operationsin Japan.
To counter risks affecting individuals and their households, we have ceaselessly marketed types of insurance
suited to the changes in people's lifestyles such as individual property insurance, travel insurance, medical
insurance and life insurance.
Today, risks surrounding companies and individuals have become increasingly diversified. The Tokio Marine Groupis acutely aware of the increased significance given to its roles and responsibilities in "protecting companies andhouseholds against risks."

Fulfilling Our Mission by Changing the Traditional Concept of an Insurance
Company
Through our insurance products, we assume the role of providing financial support to customers in the event ofaccidents by settling insurance claims promptly and unfailingly. At the same time, we are committed to enhancing
the quality of our products and services with an eye to offering easy-to-understand products and services and togiving greater confidence to our customers in our claims settlement services.
To bring about the "safe and secure" society to which we aspire, insurance companies-including the Tokio Marine
Group-must fulfill another important duty of making assessments to prevent accidents from occurring as aprofessional of risk management.
In addition to making prompt responses to customers' inquiries in cases of emergency, we set great value on a
corporate culture in which we constantly ask ourselves if we are truly attentive to customers, or seeing things fromtheir viewpoints, when interacting with them.
Based on a wealth of know-how accumulated through its insurance business spanning over 130 years, the Tokio
Marine Group will continuously contribute to the development of society by delivering "safety and security."27

Social Responsibility
Key CSR Issues of the Tokio Marine Group

Plans and Results of Fiscal 2010/Highlights[Target] To continue initiatives to become a "global corporate group maintaining growth by offering qualitythat customers select"[Results/Highlights]
Tokio Marine & Nichido
Acquisition of first automobile insurance Eco Mark certification by Japan Environment
Association(December 2010)
Tokio Marine & Nichido and Tokio Marine & Nichido Life
Collaboration concerning improvement of cancer examination rates (with 42 prefectures/16 cities, as ofMarch 2011) via "Movement to Protect Customers from Cancer"

Challenging Social Issues
We deliver new value that ensures the "safety and security" of society against risks that have become increasingly
diversified and complex along with the times. The following sections provide examples of our initiatives related torespective social issues.

Disasters

Healthcare

CancerOther

Quality Enhancement28Social Responsibility
Key CSR Issues of the Tokio Marine Group

Against risks of disasters, the Tokio Marine Group delivers "safety and security" to its customers by enhancing its
insurance coverage and providing a diverse range of products and services including support for early recovery.

Response to the Great East Japan Earthquake
Response to the Great East Japan Earthquake

For Disaster Prevention and Early Recovery
Corporate customers constantly face risks associated with the sudden occurrence of floods, earthquakes, fires or
explosions. For many years, Tokio Marine & Nichido has been providing financial coverage for loss or damage
sustained during these disasters through its insurance products. The Tokio Marine Group is also providing acomprehensive corporate support program to its customers, ranging from the development of business continuity
plans (BCPs) and establishment of business continuity management (BCM) to providing training for an initial-stage
response to disasters and support for early recovery of business operations.

29Social Responsibility
Key CSR Issues of the Tokio Marine Group

Early Disaster Recovery Support Service through a Tie-up with BELFOR
Tokio Marine & Nichido has formed a partnership with BELFOR (Japan) Co., Ltd., a company possessing highly
specialized technologies in the disaster recovery support field, and has been providing the Early Disaster Recovery
Support Service for customers. BELFOR uses its precision cleaning techniques to restore the condition andfunctions of contaminated equipment and facilities, for which replacement was the only option available in the past.
This helps reduce the business interruption period significantly and is particularly effective in case of customized
facilities which require a considerable time to replace.
The company has started to add a new rider to essentially all of our fire insurance * for corporate customers tocover the expenses for emergency stabilization measures. from January 2011, allowing policyholders to use thedisaster restoration service of BELFOR under specified conditions without incurring additional costs.
The availability of the Early Disaster Recover Support Service jointly provided by Tokio Marine & Nichido and
BELFOR has expanded from Japan to the United States in 2006, to Europe in 2008 and to Southeast Asia in 2010.
We now have a system to provide support for the early recovery of business operations to customers throughout
the world.
*Excluding forest fire insurance and Super Business Insurance that does not cover property damage and loss
arising from suspension of operations

30

Social Responsibility
Key CSR Issues of the Tokio Marine Group

Flow of early disaster recovery support

Upon being informed by a customer of the occurrence of a disaster or accident, we contact BELFOR after obtaining
consent from the customer for dispatching a crew. BELFOR immediately visits the damaged site, conducts an
on-site inspection and draws up a "contamination map" that identifies contaminated areas within the site.

To prevent further damage, BELFOR applies emergency stabilization measures, as necessary, to inhibit the
progression of corrosion and rust in facilities.

We propose an optimal recovery plan to the customer.

During full-scale recovery operations, BELFOR conducts the dismantling of facilities contaminated with smoke due
to fire or mud caused by flooding, precision cleaning that uses its special technologies, drying, reassembling and a
final inspection of the reassembled facilities.

"My relations with CSR" Recovery Support for the Great East Japan Earthquake

31

Social Responsibility
Key CSR Issues of the Tokio Marine GroupAs part of efforts to fulfill its mission and social roles as an insurance company, the Tokio Marine Group started
providing support in 2005 for the Pink Ribbon Movement, a campaign to convey the importance of early detectionof breast cancer, to raise cancer awareness among the public. In addition to engaging in these activities andproviding financial support to customers via insurance payments, we now seek ways to ease the hardship andsuffering of customers and their families fighting against cancer by promoting our own initiative, the "Movement toProtect Customers from Cancer."

Movement to Protect Customers from Cancer[Basic Policy]
In Japan, cancer is considered a national disease, a source of many griefs. The fact has fueled our desire toprotect our customers from cancer, to help ease the suffering of cancer patients and to assist their families going
through the ordeal. For us, the social role of an insurance company now extends beyond delivering financial
confidence in terms of insurance payments to working to prevent cancer and providing mental support. Accordingly,
we have launched the Movement to Protect Customers from Cancer, which consists of the following three steps.
(1) Learning about cancer
Each of our employees and agents is voluntarily studying about cancer, its current status, preventive measures,
treatment options and the reality of cancer care in each region, and holding study sessions frequently.
(2) Spreading the message about cancer
Periodical checkups and early detection are two key factors associated with a high probability of being cured ofcancer, besides such preventive measures as improving dietary habits and quitting smoking. Employees andagents in each region personally take the initiative in raising cancer awareness. We have developed tools toconvey the importance of preventive measures and checkups as well as knowledge on cancer in an easy-tounderstand manner. We have also been holding seminars, participating in cancer awareness efforts including
street campaigns under the Pink Ribbon Movement, and promoting collaboration with regulations such as local
authorities in Japan.
(3) Providing support against cancer
Cancer causes enormous psychological stress on patients and their families. To help alleviate their distress, Tokio
Marine & Nichido Life operates a cancer-specific consultation center, through which doctors and nurses specialized
in many types of cancer and their medical treatment listen to the problems of customers and offer advice over the
telephone. Expert advisors also provide home consultation services to support our customers mentally, helping
them maintain a strong will to fight against cancer.

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Social Responsibility
Key CSR Issues of the Tokio Marine Group

Leading Causes of Death in Japan33

Social Responsibility
Key CSR Issues of the Tokio Marine Group

Collaboration with Local Authorities
It is an urgent task to improve cancer examination rates in order to detect the disease at an early stage. However,the checkup rate is as low as approximately 20% on a national average, being far lower than 50% targeted by thegovernment and local authorities. Based on the belief that joint action with as many people as possible isindispensable for improving the situation, Tokio Marine & Nichido Life has concluded agreements with 42
prefectural bodies and 16 cities (as of March 31, 2011) and has been actively promoting collaboration with them tocall more attention to cancer and raise examination rates.
In October 2009, Tokio Marine & Nichido Life became a promoting partner for "Corporate Actions for Cancer
Checkups," a national project commissioned by the Ministry of Health, Labour and Welfare to raise the cancer
examination rate to more than 50% through joint efforts by the government and companies. By taking part in thispublic-private partnership, we intend to contribute to the improvement of the cancer checkup rate in Japan.

Nationwide Regional Activities
Each of Tokio Marine & Nichido Life's branch offices across the country holds cancer-related study sessions,exchange meetings and seminars for its agents/consignees on a periodical basis. The head office hosts a national
conference of employees and agent representatives (one agent representing each of the 62 branch offices
nationwide) who are actively and responsibly engaged in cancer awareness efforts. The fifth conference held in
October 2010 included lectures by cancer patients, medical workers and agents as well as meetings of working
groups by regional block to expand knowledge, share experience and foster a strong sense of mission concerning
cancer awareness.

Joint Research with the Shizuoka Cancer Center
In July 2007, Tokio Marine & Nichido Life and Tokio Marine & Nichido
Medical Service (TMS), both of which provide insurance products andmedical services from patients' viewpoints, concluded a comprehensive
agreement on joint research into the "best ways to provide consultation,
support and information regarding the treatment of cancer" with the
Shizuoka Cancer Center, one of the top-level facilities in Japan for the
diagnosis and treatment of cancer and support services for cancer patientsand their families. This joint research program has been promoting

Shizuoka Cancer Center

initiatives to protect customers against risks, worries and anxieties by jointly (established by Shizuoka Prefecture)developing tools to communicate to them in plain language the importanceof preventive medicine and medical checkups, as well as knowledge on
cancer; carrying out drives for enlightenment through the Tokio Marine &Nichido Life's nationwide sales network; and opening a special counter forcancer consultation at TMS's 24-hour Call Center.

34

Social Responsibility
Key CSR Issues of the Tokio Marine GroupWe deliver "security" to customers by offering insurance products tailored to changes in the social environment andcustomer needs and through consultation services by healthcare specialists.

Introduced Long-Life Support Whole Life Insurance to Support the Healthand Longevity of Customers
Concept and Background of Development of Long-Life Support Whole Life InsuranceThis long-life support whole life insurance product is based on the concept of delivering confidence for customers
to live long lives with peace of mind.
The population of Japan has been aging at a considerable pace, with one out of every four Japanese people now
being above 65. The number of elderly people requiring nursing care is rising every year, and such social issues as"elder care by elderly people" and "long-distance elder care" have become increasingly prevalent in our society.
Against this social backdrop, Tokio Marine & Nichido Life developed in September 2010 a long-life support whole
life insurance product featuring nursing care coverage and severe-disability and death benefits, covering
policyholders for their entire life.

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Social Responsibility
Key CSR Issues of the Tokio Marine Group

Characteristics of the Long-Life Support Whole Life Insurance
Provides nursing care coverage for a policyholder's entire life.
1.

Nursing care coverage as well as severe-disability and death benefits cover a policyholder for his/her
entire life.
Nursing care benefit is made in a lump-sum payment amount.
If a policyholder is judged as being in need of second degree nursing care under the public nursing

2.

care insurance system or determined as requiring nursing care according to the conditions set out by
Tokio Marine & Nichido Life, the policyholder receives a nursing care benefit in a lump-sum payment
amount.
Long-living policyholders receive an additional cash contribution to cerebrate longevity.

3.

A policyholder turning 80, 85 and 90 receives an additional cash contribution to cerebrate longevity
on a specified anniversary date.

4.

A refund is made upon policy cancellation.
This product also has a savings feature, and the refund can be utilized as retirement funds.
A special provision for three major diseases is also available as an option.

5.

A policyholder who is diagnosed with cancer, acute cardiac infarction or cerebral stroke is exemptedfrom further payment of premiums.

Tokio Marine & Nichido Life's Long-Life Support Whole Life Insurance (Japanese only)36

Social Responsibility
Key CSR Issues of the Tokio Marine Group

Launched New Services Related to Nursing Care
Tokio Marine & Nichido Life has been offering a range of services and information as an addition to its insurance
products for the purposes of preventing and reducing the risks, concerns and distress of customers. Upon the
launch of new long-life support whole life insurance, we revamped and added the following to our menu of related
services. With "elder care by elderly people" and " long-distance elder care" becoming prevailing issues in oursociety, we will continue to offer various related services with a view towards delivering confidence to customers tolive long lives with peace of mind.

A service to provide information about medical institutions offering brain medical
Preferential
service for brain
medical checkups

checkups, make reservations on behalf of customers and offer a special discount on
checkup fees. An addition to the conventional lineup of preferential services for general
health checkups and cancer PET examinations, because cerebrovascular disease,namely a cerebrovascular accident, is the major cause of health conditions thatnecessitate nursing care.

Telephone andhome-visit
consultation
services
specializing in
nursing care

A service in which experienced care managers pay home visits and prepare an outlineof a care plan, or a care plan itself, when our long-life support whole life insurance
policyholders or their living-together parents are judged as in need of nursing careaccording to the conditions set out by Tokio Marine & Nichido Life. An addition to theconventional telephone consultation service for nursing care.

37

Social Responsibility
Key CSR Issues of the Tokio Marine Group"More Dish" Project
At Hyldemoer nursing home operated by Tokio Marine Nichido Samuel, we focus on daily oral care and preventionof aspiration of elderly residents while promoting development of "More Dish 3 (MD3)" chopped meal menus for
those having difficulty in chewing and swallowing. MD3 is a series of special menus which look appealing and areeasy to swallow. Based on its philosophy of "creating value and quality of life in older age," Hyldemoer believes thatproviding the joy of eating, or letting residents enjoy meals every day, is more important than anything else evenwhen people are in need of nursing care.

Providing Meal Preparation Support for Caregivers through Recipe SearchService
In May 2011, Tokio Marine Nichido Better Life Service developed a recipe search service via mobile phone jointlywith Link & Communication Inc. This service, named "Care-recipe," is designed to support caregivers who have toprepare meals using limited ingredients and within a limited amount of time while taking care of elderly people anddoing other chores such as cleaning and washing. Care-recipe provides a collection of more than 1,500 healthy
meals, allowing caregivers to arrange an optimum set of menus for respective persons to whom they are providingcare. Tokio Marine Nichido Better Life Service will continue to work on achieving greater customer satisfaction andstrive to improve the quality of nursing care services and the efficiency of work performed by caregivers.

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Social Responsibility
Key CSR Issues of the Tokio Marine Group

Providing 24/7 Support for Customers Seeking Advice on Illness or Injury
Medical Assist
Medical Assist is a free healthcare consultation service that supports the health of policyholders of Tokio Marine &Nichido Life and Tokio Marine & Nichido, including their families. Assistance is provided mainly via telephone 24
hours a day, seven days a week, including advice on how to handle emergencies such as sudden illnesses or
injuries and information about hospitals, clinics and other medical facilities that are available on holidays or late atnight. We also arrange transfer to other hospitals on behalf of patients. Such concerns are addressed by highly
specialized healthcare professionals who are engaged in roughly 30 medical examination fields, including medical
specialists qualified as university professors or assistant professors, emergency medical specialists who takeleading roles in emergency medical institutions and experienced nurses. Nurses initially respond to approximately
180-340 customer inquiries a day, and depending on the case, emergency medical specialists address the issue
thereafter as necessary.
Medical Assist Service Overview
Emergency medical
consultation

Emergency medical specialists who are taking the lead in emergency
medical institutions and experienced nurses respond to urgent medical
consultation requests 24 hours a day/7 days a week.

Consultation with medical

Medical specialists in various diagnostic fields provide consultation via

specialists by appointment

telephone regarding medical care and health by appointment.

Information of medical

Information is provided about emergency care hospitals that accept patients

institutions

at night and on holidays, the closest medical institutions while traveling, etc.
A series of services are carried out for customers who become hospitalizedin Japan or abroad while traveling, including arrangements for a private

Transfers/Arranging patientambulance and special procedures for boarding aircraft in the event oftransfers

transferring such customers from emergency care hospitals to hospitals
near their homes. (Expenses incurred in the course of transportation shallbe paid by customers.)

Cancer-specific consultation
centers

Highly specialized medical staff attend to the concerns of patients who arefighting against cancer and their families in addition to responding tovarious concerns about cancer.

For example, in the case of providing consultation about "a child stung by a bee or bees," a detailed explanation is
given about symptoms requiring emergency medical care, including treatment needed in less serious cases.
Additionally, utilizing a database of medical institutions throughout Japan, Medical Assist service also introduces
the closest medical institutions in the event of being injured or falling ill in unfamiliar places such as while traveling.

39

Social Responsibility
Key CSR Issues of the Tokio Marine Group

Support Desk Service for Hospitalization Assist Rider Received "Three Stars"
Tokio Marine & Nichido's Hospitalization Assist Rider offers coverage for various hospitalization-related expenses
for customers in case of a car accident. Comprising a menu of 19 items, it includes excess bed fees and taxi fees toand from the hospital, from which customers choose those matched to their needs within the coverage limit
determined by the length of hospital stay. The Support Desk for Hospitalization Assist Rider is specialized in thehandling of this hospitalization rider and provides support ranging from making arrangements for selected menu
items to the payment of expenses.
In running this Support Desk service, we concentrate on developing attentive operators who are empathic andhelpful to customers, in addition to enhancing their product knowledge and providing skills training. We arecultivating the ability to propose services from customers' perspectives by actually communicating with people inneed of help through volunteer activities in day-care services and by accompanying people with disabilities when
they go outside.
As a result of these quality enhancement efforts, our Support Desk service
became the first after-sales call center in Japan to receive the Three Stars
Bench Mark Award from HDI-Japan (Help Desk Institute) in December
2010. HDI-Japan is a quality certification authority for help desk operations,and Three Stars is the highest-rank award given by the organization.
*Support Desk for Hospitalization Assist Rider is operated by Millea
Mondial Co., Ltd.

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Social Responsibility
Key CSR Issues of the Tokio Marine Group

Support for Mental Health Management
Depression is considered a modern-day illness, and the number of patients with depression in Japan has increased
to 1.04 million by 2008*1 with the number of suicides exceeding 30,000 for the 13th consecutive year since 1998*2.
Following the increased seriousness of the issue, the mental healthcare of employees has become an integral partof corporate welfare systems, and greater importance has been attached to it as a means to promote corporate risk
management.
Tokio Marine & Nichido Medical Service offers the Employee Assistance Program (EAP) to support the mental
health management of companies. Under EAP, a team of psychiatrists, clinical psychotherapists and otherspecialists provides a comprehensive range of services from notifying employees who have no clear symptoms but
are judged prone to depression based on the results of employee stress checks to providing supportive care during
a leave of absence or when returning to work and preventing recurrence. The team provides e-mail, telephone andface-to-face consultation services and gives referrals to tie-up medical institutions nationwide.
In addition to these support services for individual employees, the program also assists companies in performing
trend analysis of organizational stress levels and building a mental healthcare structure. To date, EAP has beenutilized by more than 200,000 corporate employees in every age group, gender, business field and job type. We willcontinue to offer this program to everyone needing this type of support to assist them in maintaining better mental
health.
Sources:*1) Summary of Patient Survey 2008 by the Ministry of Health, Labour and Welfare*2) White Paper on Suicide Prevention 2011 by the Cabinet Office41

Social Responsibility
Key CSR Issues of the Tokio Marine Group

Support for Measures against New Influenza (H1N1 virus)
A global outbreak of a new strain of influenza virus poses a significant risk for society and companies due to thetremendous impact. Tokio Marine & Nichido Risk Consulting offers consulting services for companies regarding
measures against new strains of influenza viruses ranging from methods to prevent infection to formulation ofbusiness continuity plans (BCPs). The company has been providing information useful for companies in
implementing measures against new strains of influenza viruses by leveraging various means, including the Tokio
Marine & Nichido Risk Management Seminar and such publications as the New Influenza Strain Countermeasure
Handbook and New Influenza Strain Topics. After the outbreak in 2009 of the H1N1 virus, one of the influenza type
A viruses, the company started delivering timely and relevant information on its website. The company has also
launched a packaged service encompassing a prototype manual for new influenza countermeasures and a simple
consultation service through a dedicated help desk, which can be easily adopted by companies just starting afull-fledged influenza program.
Tokio Marine & Nichido Risk Consulting intends to support initiatives undertaken by many companies, with theultimate goal of fully being prepared for new strains of influenza viruses based on a diverse range of outbreak
scenarios.

During the Tokio Marine & Nichido Risk Management

New Influenza Strain Countermeasure Handbook and

Seminar

New Influenza Strain Topics

42

Social Responsibility
Key CSR Issues of the Tokio Marine GroupThe Tokio Marine Group responds to diversifying customer needs through combining the abilities of its Group
member companies to provide new products and services that anticipate the changing times and extend beyond
the framework of the existing insurance products and services.

Reducing Poverty in the World
Establishing Japan's First Fund to Invest in Microfinance-Related Assets
Microfinance is a system to provide financial services, including microcredit loans (small loans usually provided
without collateral), savings and insurance, to low-income entrepreneurs who traditionally have no access to these
services. The system, for example, provides short-term loans to low-income households, and they use these funds
to buy chickens. When they pay off loans in full using profits generated from sales of eggs and poultry products,
the system in turn provides funds to buy pigs. The major characteristic of microfinancing is that it helps people getout of poverty and become financially independent. It has recently drawn much attention in the international
community as a social investment tool that provides direct aid for and generates immediate outcomes in reducing
poverty across the world. The number of financial institutions providing microfinance services to low-income
entrepreneurs mainly in developing countries (Microfinance Institutions - MFIs) has begun to show rapid growth.
Tokio Marine Asset Management, in collaboration with Daiwa Securities and Developing World Markets (DWM)
Asset Management, launched the Daiwa Microfinance Fund, the first Japanese investment trust fund on March 1,
2011.
The Microfinance Fund makes direct investments in creditworthy MFIs and purchases bonds issued by theInternational Bank for Reconstruction and Development and other international financial institutions that are keenly
working to improve the business environment for MFIs. Investments made in the local currencies provide MFIs witheasy-to-use funds and allow investing parties to make the most of relatively high interest rates on these emerging
currencies, thereby establishing a win-win relationship between the investees and investors. Microcredits provided
under the microfinancing system generally show a high ratio of repayment and a low tendency of turning into badloans. Thus, investments in MFIs are simultaneously investments in businesses with high potential. We strive toturn the Fund into a sustainable investment trust with a continued growth capability by taking part in an effort to
reduce poverty and seeking higher returns at the same time.
The primary amount of the Fund as of March 1, 2011 was approximately 20 billion yen, reflecting the fact that it iswell received by individual investors and other customers. In the future, we plan to provide a detailed report on theperformance of the Fund both financially and by specifically showing how it has contributed to the resolving ofpoverty issues in order to gain support from more investors
Daiwa Microfinance Fund

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Social Responsibility
Key CSR Issues of the Tokio Marine Group

Example of Investment in an MFI[Mongolia] XacBank

Established in 2001, XacBank is the fourth largest commercial bank in Mongolia. The bank has been
actively engaged in microfinancing operations.
The DWM Microfinance Fund J - Class J, the underlying investment vehicle of the Daiwa MicrofinanceFund, made local-currency investment in XacBank (the equivalent of approximately USD 3 million) on April
27, 2011.
* Example of a Borrower
The Bakhit family turned their small home into a workshop andstarted making and selling tanbur, a traditional Kazakh string
instrument in 2002. Their products became popular quickly, causing
production to lag behind sales. To expand their business, Mr. Bakhit
visited XacBank and received the initial loan of 600,000 tugrik(about 40,000 yen). The money allowed him to buy more materials
and hire one employee. After that, they moved their workshop fromhome and purchased machines to increase their production
capacity, and their business has been showing steady growth.

The Bakhit family
Use of fund: Production and sales ofstring instruments

44

Social Responsibility
Key CSR Issues of the Tokio Marine Group

Providing Microinsurance in India
Approximately 20% of India's population (223.7 million households) is categorized as low-income, with annual
earnings of 130,000 yen or less.* Most of these households are on farms. IFFCO-TOKIO (India) considers
enhancing the stability of low-income households to be a part of its mission and is working to develop and spread
insurance products geared to the needs of farmers.
Since most farmers use fertilizer on their farms, in 2001 the company began offering "personal injury insurance
linked to the purchase of fertilizer." A 50 kg bag of fertilizer comes with property insurance coverage at a premium of
1 rupee (approximately 2 yen), and pays out a maximum of 200,000 yen in the event of damage due to lightning,
fire, theft or earthquake-induced landslides and other causes. In 2008, the company began offering non-life
microinsurance products. Microinsurance products are designed for low-income households and enable them toreceive the coverage they need for low premiums. In addition to the personal injury insurance attached to fertilizer
purchases, the company also offers group insurance products for rural communities and insurance designed
specifically for women in rural villages.
All of these products are distinguished by their focus on identifying the most significant risks faced by India's
farmers and providing coverage at low cost (approximately 100-450 rupees per year). The Tokio Marine Groupsupports safer, more stable lives for people around the world by developing and offering insurance products
customized to their needs.
*2008 survey by the National Council of Applied Economic Research (NCAER) in India

45

Social Responsibility
Key CSR Issues of the Tokio Marine GroupTo Reduce Incidents in Logistics Operations
In order to prevent damage to and loss of products during transportation and delivery by logistics companies, Tokio
Marine & Nichido provides a Loss Prevention Service to corporate customers in the logistics field, which capitalizes
on its unique, ergonomics-based accident prevention know-how. Product damage and other incidents in producthandling mostly result from human errors. Rather than telling operators to be more careful, establishing a work
environment or methods in which it is difficult for accidents to happen based on physical and psychological humanbehavioral patterns is often more effective in preventing these mishaps from occurring or recurring. Adjusting theheight of a work table, for example, is a simple but effective way to reduce the dropping of products during
handling. This ergonomics-based methodology is the aggregation of the company's long experience in the field ofclaims settlement services. Under the Loss Prevention Service, members of the company's claims settlement teamvisit customers' sites and make proposals for improvement suited for their respective operations. This service has
been well received by customers, and there has been a case in which the rate of the occurrence of producthandling mishaps showed a drastic decline of more than 30%. Tokio Marine & Nichido will continue to work with its
logistics customers to enhance the quality of overall logistics operations.

Responding to Diverse Needs on a Global Scale
Providing a Mutual-Aid System through Takaful
Takaful is an insurance scheme conforming to Islamic law, which was developed and commercialized in the late1970s. Traditionally, Western-style insurance products were not accepted in Islamic nations as they wereconsidered non-conforming to Islamic law. Recognizing the potential of Takaful products, the Tokio Marine Groupquickly initiated extensive research in this field and started sales of original Takaful products ahead of other global
insurance companies in 2001. Since then, the Group has been delivering "safety and security" to people whootherwise have no access to insurance products because of such religious reasons.
The Tokio Marine Group is providing Takaful products in three countries (Saudi Arabia, Indonesia and Egypt) andhas launched the Takaful reinsurance business in Singapore. In Saudi Arabia, preparations are being made inaccordance with the change in the local legal system to establish and commence operation of a new Takaful
company.

46

Social Responsibility
Key CSR Issues of the Tokio Marine Group

Launching an Engagement-Focused Fund to Invest in Japanese Companies
In the United States and Europe, there has been an increasing tendency among institutional investors, including
pension funds, to emphasize engagement with investee companies with a view to promoting responsible
investment. This type of engagement has not yet been as popular in Japan as in the United States and Europe.
Jointly with Governance for Owners (GO)*, Tokio Marine Asset Management (TMAM) is launching the TMAM-GO
Japan Engagement Fund, an engagement-focused fund to invest primarily in small- to medium-sized Japanesecompanies having strong core businesses. TMAM and GO plan to start operating the Fund in fiscal 2011 with theultimate goal of attaining total assets under management of around 100 billion yen. By promoting engagement withinvestee companies as an investor fully understanding the corporate culture in Japan, TMAM intends to deepen
mutual understanding between investors and Japanese companies and provide increased corporate value over thelong term.
*Governance for Owners
An independent asset management partnership based in London, characterized by its investment strategy that
focuses on enhancement of long-term corporate value through amicable engagement with investee companies
listed on the European stock markets.

47

Social Responsibility
Key CSR Issues of the Tokio Marine Group

Risks of climate change to society are becoming increasingly serious as evident in the incidence of typhoons,hurricanes,floods and other natural disasters. The Tokio Marine Group develops and provides products andservices that mitigate and adapt to climate change with the aim of contributing to the creation of a sustainable
society.

Environmental Issues that Pose Risks to All Humankind
Global warming and climate change have caused increased risks of droughts and torrential rainfalls around theworld, posing a serious threat to our social lives.
Since the 1990s, insurance companies have been paying a huge amount of insurance claims due to frequent
occurrences of natural disasters. It is apparent that climate change is closely related to the insurance business, andresponse to climate change is now considered a major challenge that the global insurance industry has toovercome in the medium to long term.

48

Social Responsibility
Key CSR Issues of the Tokio Marine Group

Leveraging the Group's Strengths to Mitigate and Adapt to Climate Change
Our mission in the non-life insurance business is to stably provide insurance products against the full spectrum ofrisks and ensure "safety and security" in society.
Insurance companies are also expected to provide various solutions to society based on expertise accumulated in
the insurance business encompassing the payment of insurance claims, risk assessment and asset management.
Another important task of insurance companies is to encourage the establishment of natural disaster risk insurance
mechanizm and disaster prevention and risk management practices in developing countries and regions vulnerable
to the impact of climate change.
Since December 2006, the Tokio Marine Group has been promoting the Global Warming Research Project, across-organizational initiative led by Tokio Marine & Nichido, the Tokio Marine Research Institute and Tokio Marine& Nichido Risk Consulting. The project conducts research on global warming and risks associated with climatechange and develops and provides products and services that are designed to mitigate or adapt to climate change.
Through these endeavors, the Tokio Marine Group will leverage its total strengths and respond to new risks arisingfrom climate change.

49

Social Responsibility
Key CSR Issues of the Tokio Marine Group

Plans and Results of Fiscal 2010/Highlights[Targets]
To develop products and services that mitigate and adapt to climate change
To expand and upgrade Tokio Marine & Nichido's Green Gift Project
To reduce environmental impact at Group companies (Japan and overseas)[Results/Highlights]
Promotion of joint risk research efforts concerning climate change with The University of Tokyo andNagoya University
Refinement of risk assessment models used for quantitative assessment of changes in typhoon risks
Tokio Marine & Nichido's Green Gift Project
Launched the "Green Gift" website from September 2010
Improving the rate of a switch to paperless Web contract (73.9% of automobile insurance and 59.9% offire insurance)
Promotion of weather insurance by IFFCO-TOKIO (India)
Acquisition of first automobile insurance Eco Mark certification for financial products in Japan. (Tokio
Marine & Nichido)
Use of recycled parts when repairing automobiles and promotion of eco-safe driving (Tokio Marine &Nichido, Nisshin Fire & Marine Insurance and others)
Becoming carbon neutral in business activities (Tokio Marine & Nichido)

Risk Research

Provision of Insurance Products and Services

Environmental Consulting

Environmental Investment

Reduction of Environmental

Environmental Enlightenment and Social

Impactal Impact

Contribution50

Social Responsibility
Key CSR Issues of the Tokio Marine Group

With a view towards ensuring the stable supply of products and services in the future, the Tokio Marine Group has
been actively engaged in research on global warming and risks concerning climate change, and promoting
development and the provision of products and services tailored to these new risks.

Upgrading Natural Disaster Risk Assessment Approaches
To Use Findings in Developing and Providing Products and Services for adaptaion on to
Climate Change
Major changes in the frequency of natural disasters and the scale of damage
due to climate change and global warming make it very difficult for insurancecompanies to calculate appropriate insurance premiums, set up adequate
liability reserves against the payment of insurance claims in the future or makeproper arrangements for reinsurance should they continue to rely only on theassessment of risks based on past statistical data. Accordingly, the Tokio
Marine Group has been promoting research into future natural disaster risks byutilizing "climate models," which enable us to forecast future climate conditions
based on computer simulations, in addition to forecasts mainly utilizing paststatistical data. We contribute to the realization of a sustainable society bylinking research findings to the development and provision of products andservices while disseminating this information to society.

Typhoon simulation model
Source: Japan Agency for
Marine-Earth Science andTechnology (JAMSTEC)

In collaboration with the Atmosphere and Ocean Research Institute of The University of Tokyo, Tokio Marine &Nichido and the Tokio Marine Research Institute have been upgrading their natural disaster risk assessment
approaches by utilizing the world's top-class climate models developed by the university.
Through a partnership with the Hydrospheric Atmospheric Research Center of Nagoya University, Tokio Marine& Nichido and the Tokio Marine Research Institute have been conducting research on how the increase intyphoon risks affects the amount of insurance claims paid by analyzing changes in the nature of typhoons
occurring around Japan due to climate change.
Tokio Millennium Re based in Bermuda has been conducting surveys and research on climate change andglobal warming, with a focus on North Atlantic hurricanes. To advance its research, Tokio Millennium Re has
undertaken actions that include regularly holding the Summit on Global Warming and Climate Change, inviting
front-line specialists who study climate change-related risks and provide an assessment of risks caused bynatural disaster risks worldwide.

51

Social Responsibility
Key CSR Issues of the Tokio Marine Group

Upgrading and Applying Natural Disaster Risk Assessment Approaches

Information Relevant to "Response to Climate Change" Topics
Risk Research

Provision of Insurance Products and Services

Environmental Consulting

Environmental Investment

Reduction of Environmental

Environmental Enlightenment and Social

Impactal Impact

Contribution

52

Social Responsibility
Key CSR Issues of the Tokio Marine GroupThe amount of damage caused by climate change is on the rise globally.
The Tokio Marine Group has set up a cross-organizational climate change and global warming working group thatis advancing the development of products and services that leverage the accumulated know-how of the Tokio
Marine Group and adapt to climate change.

Green Gift Project - Presenting Forests to the 22nd Century
With the support of its customers, Tokio Marine & Nichido initiated the Green Gift Project in May 2009 to reduce
environmental impact (i.e., use of paper) by policyholders a choice of viewing their respective policies via thecompany website (Web contract) rather than by receiving them in paper form. To promote its Mangrove Planting
Project, the company makes monetary donations equivalent to two mangrove trees per one customer choosing thisWeb contract.
In fiscal 2010, more than 70% of customers buying auto insurance and "Super Insurance," switched to paperlessWeb contracts.

From September 2010, Tokio Marine & Nichido has designated customers who participate in the Green Gift Project
as its Green Gift Partners and has undertaken a variety of initiatives that give customers a genuine sense that they
are participating in and contributing to global environmental protection and social contribution activities.

53

Social Responsibility
Key CSR Issues of the Tokio Marine Group

Tokio Marine & Nichido launched the "Green Gift" Project website. This website is showing mangrove planting
activities in each region, growth of mangrove saplings and how people live in these regions by maps,
photographs and videos.
The company reports the amount of CO2 absorbed by mangroves planted to date.
The company will hold eco-volunteer tours to Iriomote Island in Okinawa (Japan) and to Southeast Asian
countries, as well as seminars and various events for customers.
Moreover, Tokio Marine & Nichido launched the following services in July 2011 for customers who have purchased
Super Insurance and chose Web contracts for the first time.

(1) To deliver one photo message (postcard) per policy, showing the actual planting of mangroves.
(2) To make reports on how mangrove saplings, which have been notified to customers via photo messages,
grow into a forest on a special page on the company website.

54

Social Responsibility
Key CSR Issues of the Tokio Marine Group

Tokio Marine & Nichido Green Gift Project
Nisshin Fire & Marine Insurance Web contract

Acquired First Auto Insurance Eco Mark Certification for Financial Products
Tokio Marine & Nichido acquired the first auto insurance Eco Mark*certification for financial products from the Japan Environment Association
for its efforts to promote the Green Gift Project. The certification was given
to its four auto insurance products, namely Total Assist Auto Insurance,
TAP, Total Assist Super Insurance and Fleet Accident Reduction Assist
Rider, recognizing the company for the following initiatives.

55

Social Responsibility
Key CSR Issues of the Tokio Marine Group(1) Reducing paper usage
Providing customers with the choice of reviewing their policies on the company website (Web contract) instead ofreceiving policy booklets(2) Encouraging the use of eco-friendly cars
Offering premium discounts on auto insurance for eco-friendly cars with less CO2 emissions to encourage theiruse(3) Reducing environmental impact by preventing car accidents
Disseminating information on eco-safe driving and accident reduction via the company website in order toreduce
environmental impact caused by traffic accidents(4) Reducing environmental impact after the occurrence of an accident
Recommending the use of recycled parts in post-accident auto repairs to save resources and energy*The Eco Mark environmental label is granted to products that are approved for their environmental

preservation effects and to products that exert less impact on the environment throughout their lifecycles
from production to disposal. The Eco Mark certification given by the Japan Environment Association
complies with the ISO 14020 (Environmental labels and declarations - General principles) and ISO 14024(Environmental labels and declarations - Type I environmental labeling - Principles and procedures)standards of the International Organization for Standardization.
The Eco Mark certification for auto insurance has been established under the belief that expanding the useof eco-friendly cars and reducing accident-induced environmental impact serve to reduce resource
consumption, release of harmful substances, generation of waste and CO2 emissions from energy use.
Source: Japan Environment Association

56

Social Responsibility
Key CSR Issues of the Tokio Marine Group

Fleet Accident Reduction Assist Rider and Eco-Safe Driving Assessment
Corporate customers using automobiles in their business activities want to keep the occurrence of car accidents toa minimum, if not avoidable, and obtain steady and long-term savings on auto insurance premiums. To respond tothese needs by way of insurance as a professional in auto accident prevention, Tokio Marine & Nichido provides a
Fleet Accident Reduction Assist Rider that combines auto insurance and a risk-specific consultation service called
the High Accident Rate Response Program. This optional rider assists companies in reducing car accidents andrelated social costs (lower corporate credibility, loss of business opportunities and costs for accident response) andhelps them make greater contribution to preservation of the environment by means of eco-safe driving.
Tokio Marine & Nichido promotes safety and security for customers through this optional rider and contributes tothe development of an enriched and comfortable social life and economic growth of society by reducing accidentrelated social costs and eliminating wasteful fuel use caused by reckless driving.

Post-Accident Auto Repairs Friendly to the Environment
Tokio Marine & Nichido has been undertaking an initiative to promote
environment-conscious auto repairs following accidents with thecooperation of customers. This initiative encourages the repairing, notreplacement, of parts damaged in an accident or the use of recycled or
rebuilt parts if the damage is beyond repair, to reduce industrial waste andutilize resources more effectively.
For the same purpose, Nisshin Fire & Marine Insurance provides anenvironment-conscious auto insurance, "Asante," which provides a 10%"Asante" environment-conscious

discount on insurance premiums if a car repair is done using recycled parts

auto insurance

at one of the automobile repair shops specified by the company.

57

Social Responsibility
Key CSR Issues of the Tokio Marine Group

Weather Insurance in India
India is an agricultural country with approximately 60% of the working population involved in farming. Many regions,however, do not have a system of irrigation, and about 70% of agricultural water relies on rainwater, making thecountry particularly vulnerable to drought and other unusual climates. In 2002, for example, almost 60% of the land
did not get enough rainfall during the June to October monsoon season, and agricultural production declined bymore than 13%. A drought of this magnitude could cause serious economic damage to farmers, sometimes forcing
them to sell their livestock and land.
Our desire as an insurance company to counter the situation in India has led to the development of "weather
insurance." Insuring risks associated with climate change means that we help farmers achieve a stable living andsimultaneously contribute to the stabilization of the food supply in the world.

58

Social Responsibility
Key CSR Issues of the Tokio Marine Group

Correlation between Rainfall and Paddy Production (1999-2008)*

In 2001, the Tokio Marine Group established IFFCO-TOKIO General Insurance Co., Ltd., a joint venture with Indian
Farmers Fertilizer Cooperative Ltd. (IFFCO), to begin development of weather insurance. IFFCO is the largest
public company in India handling fertilizer.
In designing weather insurance, the Tokio Marine Group used its know-how in weather analysis and theprecipitation data collected by observation stations of the Indian Meteorological Department (IMD) locatedthroughout the country to calculate the probability of occurrence of drought in each region. Based on the results ofcalculation, the Group successfully created a weather insurance product with coverage for rainfall fluctuations,paying fair benefits according to the difference between the average and actual precipitation amounts in eachregion during the monsoon season, not for a poor harvest. This weather insurance contributes to increased
livelihood stability for farmers.
IFFCO-TOKIO has been providing the weather insurance since May 2004. With the percentage of non-insurance
policyholders remaining below 1% in India, it is necessary to explain how insurance works before expanding salesof its weather insurance. For this purpose, IFFCO, as an agent of IFFCO-TOKIO, has been dispatching staff tovillages in provinces across the country and holding study meetings with villagers. Currently, the company's
weather insurance has about 70,000 customers, many voicing their gratitude for receiving benefits during a
drought-caused hardship. In the face of increased risks on agricultural production arising from climate change, thisinsurance product is expected to become closely intertwined with lives in rural villages in the future. Through its
weather insurance, IFFCO-TOKIO strives to take part in achieving sustainable development of agriculture in India.

59

Social Responsibility
Key CSR Issues of the Tokio Marine GroupFirst Insurance Product Responding to Carbon Credits
U.K.-based Kiln Group Limited has commenced underwriting of an insurance product that covers carbon credit
eligibility risk from April 2011.
Under the EU Emissions Trading Scheme, companies and investors can purchase the rights in advance to buy
carbon credits at a given price that will be generated as credits at a later date. However, as a result of discussions
for reviewing credit certification standards from 2012 onwards, concerns have been raised over various aspects
such as emissions reductions of trifluoromethane (HFC-23) and nitrous oxide (N2O) generated from adipic acidproduction projects will no longer be approved as credits.
Parhelion Underwriting Ltd., an insurance company based in the U.K. specialized in emissions trading, hasdeveloped the current insurance product to cover this certification risk and Kiln implemented the underwriting for amajor bank. With this initiative, Kiln will address risks in the emissions trading market, thereby promoting
investments in reduction projects with the aim of contributing to climate change countermeasures.

60

Social Responsibility
Key CSR Issues of the Tokio Marine GroupThe Tokio Marine Group leverages the knowledge and expertise it has accumulated in the field of risk research topromote comprehensive support for corporate customers in making provisions for climate change.

Environmental Consulting
Tokio Marine & Nichido Risk Consulting supports an array of climate change countermeasures in corporate
management. As one example, the company provides a program to support development of corporate carbon
management strategies as a means to conduct comprehensive management of CO2 emission sources. Under the
program, the company helps corporate customers identify the overall picture of CO2 emissions from their businessactivities and assists them in defining organization-wide carbon management strategies, including reduction targets
and specific action plans. These strategies are based on medium- to long-term regulatory trends as well as clients'
respective business strategies and positions in the industry. As for measures to be adopted for individual emission
sources, the company provides assistance in terms of lifecycle assessment (LCA) and carbon footprint calculation
for quantitative analysis of the environmental impact of each product over its lifecycle. To promote energy-saving
activities in business offices, the company provides support both in terms of hardware (energy-related facilities andsystems) and software (energy management structures). Other initiatives include a program to promote eco-friendly
driving, a service specialized in the automobile field.
Tokio Marine & Nichido Risk Consulting61

Social Responsibility
Key CSR Issues of the Tokio Marine Group

Lifecycle Assessment (LCA) and Carbon Footprint Calculation Support Service
Certification of Lifecycle Environmental Impact of Customers' Products from Procurement of Raw
Materials to Disposal
Companies have a significant impact on society through supplying products and services and are now required toundertake measures to mitigate global warming throughout their business operations in addition to energy-saving
and other efforts in their offices and plants. In January 2009, Tokio Marine & Nichido Risk Consulting launched aservice to support LCA and carbon footprint calculation, the first process in designing countermeasures to be
integrated into products and services.
This service is designed to identify how much resources and energy are channeled into or released from eachlifecycle stage of a product. It assists companies in conducting an LCA that converts the volume ofresources/energy thus identified into the amount of environmental impact, namely CO2 emissions. LCA is used forquantitative centification, of the environmental impact of each product.
Certification of the volume of CO2 emissions provides precise numerical data to customers, allowing them toidentify issues, gain concrete proof for matters only known qualitatively and gather objective figures from athird-party perspective. These concrete data and information on CO2 emissions are used in their various initiatives,
for internal and external distribution, and for improving processes and parts that generate a considerable amount of
CO2 emissions.

62Social Responsibility
Key CSR Issues of the Tokio Marine GroupLCA and Carbon Footprint Calculation Support Service
Japan Drum Reconditioners Association
We have been taking a significant role in reducing environmental impact through drum reuse activities. The
LCA and Carbon Footprint Calculation Support Service of Tokio Marine & Nichido Risk Consulting has
enabled us to gain a quantitative understanding of the degree of our contribution in terms of greenhousegas emissions (new drum vs. reused drum = 7:1).
The Association is now encouraging its member companies to conduct measurements using the same
technique so as to eliminate variations in our numerical data. The results of the survey have made us renew
our determination to achieve a greater reduction in greenhouse gas emissions and promote the reuse ofdrums.

63

Social Responsibility
Key CSR Issues of the Tokio Marine GroupThe Tokio Marine Group strives to take an environment-conscious approach in its investment and financing
operations.

Integrating Environmental Consciousness into Investment Products
Tokio Marine Asset Management provides "Premium World," an environmental investment trust fund to invest inJapanese and other companies involved in activities under the following themes. These are environment and social
issues arising from the growing economies and increasing population in the world, which need to be sustained or
improved.

For institutional investors, the company launched a socially responsible investment (SRI) fund targeting Japanesecompanies in January 2006. Leveraging the comprehensive risk management know-how of the Tokio Marine
Group, this fund aims to obtain long-term and stable added value based on the Group's unique environmental,social, governance and risk management (ESGR) analysis and evaluation. In March 2010, the company also
launched mutual funds for overseas institutional investors.
In the future, Tokio Marine Asset Management intends to fulfill its social responsibilities as an institutional investor
and improve investment performance over the long term while giving due consideration to ESG issues in its asset
management operations.

64Social Responsibility
Key CSR Issues of the Tokio Marine Group

Signed the United Nations-Backed Principles for Responsible Investment(PRI)
On April 1, 2011, Tokio Marine Asset Management signed the United Nations-backed Principles for Responsible
Investment (PRI) initiative Consisting of the following six principles summarized from the PRI website, PRI requires
investors to integrate environmental, social and governance (ESG) issues in their decision-making.
1. We will incorporate ESG issues into investment analysis and decision-making processes.
2. We will be active owners and incorporate ESG issues into our ownership policies and practices.
3. We will seek appropriate disclosure on ESG issues by the entities in which we invest.
4. We will promote acceptance and implementation of the Principles within the investment industry.
5. We will work together to enhance our effectiveness in implementing the Principles.
6. We will each report on our activities and progress towards implementing the Principles.
Before joining the initiative, Tokio Marine Asset Management had already established a responsible investmentcommittee comprised of chief asset managers and a responsible investment group including ESG-specialized
analysts to develop basic policies concerning responsible investment and define an organization and processes to
conduct investment accordingly. The company has also added "risk management" to the set of ESG issues and has
been performing relevant surveys and analyses by utilizing the Tokio Marine Group's expertise in this field.
By joining the PRI initiative, Tokio Marine Asset Management demonstrates its strong commitment to conducting
responsible investment and fulfilling its social responsibilities as an institutional investor.

65

Social Responsibility
Key CSR Issues of the Tokio Marine GroupThe Tokio Marine Group consumes considerable volumes of paper and energy in its business activities.
The Group has been making continued efforts to reduce its environmental impact to the extent possible.

Promotion of Environmental Management Systems
The Tokio Marine Group continues to push for protection of the global environment by appointing CSR key
personnel in each of the principal Group companies to promote related activities.
Our Group companies in Japan and overseas have introduced their own unique environmental management
system (EMS) known as "Green Assist" to accelerate their efforts to protect the global environment throughimplementation of the Plan-Do-Check-Act (PDCA) cycle and reduce environmental impact from their businessactivities.
The head office of Tokio Marine & Nichido and Tokio Marine & Nichido Facilities adopted an EMS based on the
ISO 14001 environmental management standard in fiscal 1999 and 2006, respectively. In addition, we expanded
the scope of coverage for the environmental impact data to Group companies and have now achieved
approximately 100% coverage on a consolidated basis.
Internal and external audits conducted in accordance with the ISO 14001 standard have revealed no major
problems or violations of environmental laws, and there have been no environment-related complaints regarding
the Tokio Marine Group from customers.

66

Social Responsibility
Key CSR Issues of the Tokio Marine Group67

Social Responsibility
Key CSR Issues of the Tokio Marine Group

Concept for Reducing Environmental Impact
Primary environmental impacts caused by the Tokio Marine Group are CO2 emissions (electricity and gasoline) andpaper usage (various types of pamphlets). We have positioned initiatives for reducing environmental impact as oneof our "Key CSR Issues" and have been implementing countermeasures based on the following strategic concepts.

1. Reduce: Use energy-efficient buildings and facilities and cut back on energy usage.
2. Switch: Switch to natural energy.
3. Offset: Absorb and stabilize CO2 by mangrove planting and retirement of emissions credits.

The entire Tokio Marine Group (Japan/overseas) has been promoting various measures for reducing environmental
impact and aims to become carbon neutral* by the end of fiscal 2011.
*A carbon neutral state means that CO2 emitted in the course of a company's business activities is equivalent to thevolume of CO2 absorbed and reduced by way of mangrove planting, use of natural energy and retirement ofemissions credits by such a company.

Medium- to Long-Term Targets for Reduction of Greenhouse Gas Emissions
Tokio Marine & Nichido set a medium-term target of attaining a 6% reduction in CO2 emissions by fiscal 2012
compared with the 2006 level. The company attained a level of reduction significantly exceeding this target by theend of fiscal 2009 and defined new medium- to long-term targets for fiscal 2020 and 2050, respectively, to step up
its efforts to reduce CO2 emissions.
Medium-term target (fiscal 2020): 40% reduction (compared with fiscal 2006 level)
Long-term target (fiscal 2050): 60% reduction (compared with fiscal 2006 level)

68

Social Responsibility
Key CSR Issues of the Tokio Marine Group

Environmental Impact Data
CO2 Emissions
Total CO2 emissions by the Tokio Marine Group in fiscal 2010 amounted to 73,692 tons, including 60,235 tons inJapan and 13,457 tons overseas, down 7% from the previous fiscal year. For fiscal 2011, the Group has set a
reduction target of 5% from the previous fiscal year.

Paper Usage
Total paper consumption of the Tokio Marine Group in fiscal 2010 amounted to 10,637 tons, including 9,482 tons inJapan and 1,174 tons overseas, down 20% from the previous fiscal year. For fiscal 2011, the Group has set a
reduction target of 10% from the previous fiscal year.
Tokio Marine & Nichido has established a project team to implement initiatives for paper reduction, including a shift
to paperless Web contracts and leaflets and promotion of double-sided photocopying and multiple-page in one
page printing in daily operations.
Environmental Impact Data (Tokio Marine Group - Companies Included in Consolidated Financial
Statements)
Units

FY2009FY2010Electricity consumption

1,000 kWh

142,642

138,196

Gas consumption

1,000 m3

1,965

1,861

Other fuel consumption

GJ

45,89142,495Gasoline consumption

kℓ

5,559

5,515

Business travel (by air)

1,000 km

26,97029,686

Paper consumptiont

11,535

10,63769

Social Responsibility
Key CSR Issues of the Tokio Marine GroupCO2 Emissions from Energy Use (Estimate)(Unit: t-CO2)
CO2 emissions in
FY2010
Reduction target in
FY201173,69270,000 (a reduction of 5% from the previous fiscal year)

Breakdown(Unit: t-CO2)

Scope 1

Direct (gas, gasoline and others)

Domestic 13,790
17,231
Overseas 3,442
Domestic 43,800
Scope 2

Indirect (electricity and others)

52,147
Overseas 8,347
Domestic 2,645

Scope 3

Other (business travel by air)

4,314
Overseas 1,669

The subject, activities and CO2 emission, removal volumes and retirement of emission credits are pursuant to
ISO 14064-1 and the "Calculation, Reporting and Publication System for Greenhouse Gas Emissions based on
the Act on Promotion of Global Warming Countermeasures.""Business travel by air" shows data corresponding to 73.5% of the entire Group (on the basis of the number of
employees).

70Social Responsibility
Key CSR Issues of the Tokio Marine Group

Initiatives for Becoming Carbon Neutral
Mangrove Planting for CO2 Absorption and Stabilization

Tokio Marine & Nichido's Mangrove Planting Project was initiated in 1999 in Southeast Asia and other regions,
under the concept of "insurance for the future of the Earth." As of fiscal 2010 (the end of March 2011), the project
had planted 6,824 hectares of new forest in these regions.
Mangrove trees absorb and fix large volumes of CO2 and are effective in mitigating and preventing global warming.
We have decided to utilize these characteristics of mangrove trees to offset our CO2 emissions in our effort tobecome carbon neutral. This is truly a unique initiative in Japan and in the world.

Tokio Marine & Nichido
In fiscal 2010, CO2 emissions of Tokio Marine& Nichido amounted to 45,234 tons. At theend of fiscal 2010, the company became
carbon neutral in its domestic operations.
*The calculations of the amount of CO2
emissions and CO2 absorption andstabilization through mangrove planting infiscal 2010 have been verified by Tokio
Marine & Nichido itself and a third-party
organization (Ernst & Young Shin Nihon
Sustainability Institute).

71

Social Responsibility
Key CSR Issues of the Tokio Marine Group

Environmental Impact Data (Tokio Marine & Nichido)
Units

FY2009FY2010Electricity consumption

1,000 kWh

99,35296,365

Gas consumption

1,000 m3

1,065

1,199

Other fuel consumption

GJ

42,78539,551

Gasoline consumption

kℓ

2,841

2,827

Business travel (by air)

1,000 km19,5005,825

Water consumption

1,000 m3

370

347

Paper consumption

t

9,503

7,624

Waste

t

2,153

1,902

Recycling rate

%

66%

66%

*The subject, activities and CO2 emission, removal volumes and retirement of emission credits are pursuant to ISO
14064-1 and the "Calculation, Reporting and Publication System for Greenhouse Gas Emissions based on the Act
on Promotion of Global Warming Countermeasures."

Environmentally-Friendly New Asia Headquarters Building
Construction of Tokio Marine Centre (TMC), the Singapore-based Asia headquarters of the Tokio Marine Groupwas completed in October 2010.
The structure received a Gold Plus Award in the Green Mark category for exceptionally eco-friendly buildings, afirst for a Japanese company. It was recognized by Singapore's Building & Construction Authority for energy
efficiency through the use of low-energy air conditioning and lighting, efficient use of water by rainwater harvesting
and rooftop greening.
Tokio Marine Singapore Insurance72Social Responsibility
Key CSR Issues of the Tokio Marine GroupThe Tokio Marine Group will take an active and broad role in society by working to raise environmental awareness,
proposing ways for protecting the environment and facilitating social contribution activities.

Environmental Enlightenment and Social Contribution
The Tokio Marine Group promotes environmental education for children and university students as well as social
contribution activities including afforestation efforts.
Protection of the Global Environment

Participation in International Initiatives
The Tokio Marine Group participates in international initiatives related to climate change and actively proposes
ways and means to mitigate and adapt to climate change.
Participation in External Initiatives

73

Social Responsibility
Key CSR Issues of the Tokio Marine GroupThe Tokio Marine Group undertakes local community and social contribution activities across the world, focusing
on the three areas of "protection of the global environment," "safety and security," and "growth of young people."
These activities emphasize voluntary engagement by employees of the entire Group and collaboration with
non-profit organizations (NPOs) with the know-how and a network required for local community and social
contribution activities.
The Tokio Marine Group has defined a target of having 50% of all domestic Group company employees engage inlocal community and social contribution activities by the end of fiscal 2011.

Plans and Results of Fiscal 2010/Highlights[Target]To increase the ratio of domestic Group company employees participating in local community and social
contribution activities to 50%[Results/Highlights]
During fiscal 2010, a total of 13,400 domestic Group company employees participated in a range ofvolunteer activities* throughout Japan. The ratio reached approximately 55%, exceeding the definedtarget of 50%.
*Volunteer activities include engaging in cleanup activities, serving as an instructor in the Green Lessons
program and participating in workshops for using Automated External Defibrillators (AEDs) and practicing
other life-saving skills, and in courses to foster support for dementia care.

74Social Responsibility
Key CSR Issues of the Tokio Marine Group

Activities by Individual and Groups of EmployeesWith a view towards fostering employee volunteerism, the Tokio Marine Group encourages every domestic andoverseas Group company to conduct at least one volunteer activity a year. The Group designates October andNovember as "CSR Months" and undertakes local community and social contribution activities in different countries
and regions worldwide under the three common themes of "protection of the global environment," "growth of young
people" and "safety and security."
In fiscal 2010, many employees of domestic Group companies took part in a variety of volunteer activities
throughout Japan. About 260 employees working in the Kansai region volunteered to assist in the running of theSpecial Olympics Nippon National Summer Games 2010 held in Osaka, while some participated in a forestry tour
held from November 13 to 15, 2010 in Aki City, Kochi Prefecture, to experience tree-thinning operations.
Overseas, numerous Group personnel participated in volunteer and donation-related activities in various countries
and regions such as Asia CSR Day events (November 10; five countries in Asia) and cleanup events in urban
areas and along coastlines.

75

Social Responsibility
Key CSR Issues of the Tokio Marine Group

Support Systems and Programs
All Tokio Marine Group companies encourage the proactive participation of their employees in regional and social
contribution activities by introducing them to activities in which they may be able to participate or by creating a
volunteer leave system or the Presidential CSR Awards for activities highly regarded by local communities andsociety.
Overview of Support Systems/Programs and Fiscal 2010 Results (Tokio Marine & Nichido)
A system in which the company makes a donation matching the
Matching gift systemamount voluntarily donated by employees (22 cases totaling
1,296,116 yen)

Volunteer leave/leave of absence

A system to support employees for their volunteer time (used by 152

systememployees)

Share Happiness ClubA donation program operated by employee volunteers
A program to encourage each office, department, Group company,

Share Happiness Movement

overseas office and agent to conduct at least one volunteer activity ayear

Presidential CSR Awards for
activities contributing to local
communities and society andprotection of the environment

A scheme to award protection of the environment as well as local
community and social contribution activities conducted by offices andbranches across Japan, Group companies and overseas offices,which strongly represent the "essence" of the Tokio Marine Groupand are highly recognized by local communities and society.

Share Happiness Club, a Donation Program Operated by Employee Volunteers
Tokio Marine & Nichido has set up a donation program, Share Happiness Club, which is operated by employee
volunteers to support non-government organizations (NGOs) active in the fields related to "protection of the global
environment," "safety and security," and "growth of young people."76

Social Responsibility
Key CSR Issues of the Tokio Marine Group<Recipients of Donations in Fiscal 2010>
Protection of the global
environment

International Society for Mangrove Ecosystems (ISME)

Safety and security

Japan Deaf-Blind Association (social welfare corporation)

Growth of young peopleChild Line Japan (NPO)Donations (including Monetary and In-Kind Donations by Employees andAgents)Approximately 722 million yen
Among these donations, amount allocated for disaster relief:
Monetary donations

Approximately 67 million yen for responding to torrential rainfall in the
Amami region, an outbreak of foot and mouth disease in Miyazaki
Prefecture, the Great East Japan Earthquake and others

77Social Responsibility
Key CSR Issues of the Tokio Marine Group

Examples of Activities

Mangrove Planting Volunteers
Green Lessons: The Mangrove Story
Collaborative Afforestation Efforts in Kochi Prefecture: Tokio Marine &Nichido's Forest for the FutureChildren's Environmental Award

Social Contribution Activities through Foundations
Environmental Education and Enlightenment for Preschool and SchoolChildren
Cooperating in the Running of the Special Olympics Nippon National Summer
Games
Serving as a Special Sponsor of the JOC Junior Olympic Cup Swimming
Tournament
Cooperation for the Internship Program for International Environmental
Leaders Jointly Operated by Waseda University and Beijing University"Meraboshi-no-kai" Volunteer Group
Supporting Young Artists through "Showakai-ten" Art Exhibition
Asian Children's Enikki (Illustrated Diaries) Festa
Participating in Room to Read's Educational Support Program in Developing
Countries
Scholarship Program for Children in Thailand
Educational Assistance for Children in China
Asia CSR Day

78

Social Responsibility
Key CSR Issues of the Tokio Marine Group

Courses to Foster Support for Dementia Care
AED Workshop to Practice Life-Saving Skills
Promoting the Pink Ribbon Movement
Project to Raise Cancer Examination Rates
Collaboration with Japan Deaf-Blind Association
Cooperating in the Running of the Special Olympics Nippon National Summer
Games
Working Together with the Sawayaka Welfare Foundation
Participating in the TABLE FOR TWO Charity Initiative Aimed at Achieving an
Optimal Food Balance in the World
Contributing to Safety and Security in Local Communities
Providing Japanese-Language Medical Services in the United States
N Program to Support Young Physicians to Gain Clinical Experience in the
United States
Cancer Awareness Activities in Dubai for Prevention of Breast Cancer

79Social Responsibility
Key CSR Issues of the Tokio Marine GroupThe Tokio Marine Group designates the "protection of the global environment," a social issue of growing concern,as one of its key focus areas and strives to raise environmental awareness both internally and externally.

Mangrove Planting Volunteers
Once a year, the Tokio Marine Group carries out voluntary mangrove
planting activities, providing an opportunity for Group employees, agentsand retired employees as well as their families to learn about theenvironment and interact with local people. During the 12th Mangrove
Planting Volunteer Tour in September 2010, 53 participants visited Tien
Yen, Vietnam, and planted about 20,000 mangrove trees in three days.

Comments after Participating in Mangrove Planting
What I felt most strongly while I was participating in this mangrove planting tour was the importance ofsolidarity.
The tour gave me a chance to communicate with local people and staff of other Group companies, and thatexperience made me realize the power of the bonds extending beyond national boundaries, generations andcustoms. I also felt that our mangrove planting activities play an important role in enriching local marine andforest resources, which will lead to the sustainable development of each region.
In the area adjacent to where we planted mangrove trees this year, the trees planted last year have alreadygrown to the height of about one meter. I was thrilled to see them and felt determined to do whatever I can,no matter how small, to help protect the global environment. I hope that people who will be standing there in
Vietnam years or decades from now will see a lush forest of mangrove trees.
Yoko Ichikawa
Kansai No. 2 Sales Department,
Tokio Marine & Nichido Career Service

80Social Responsibility
Key CSR Issues of the Tokio Marine Group

Green Lessons: The Mangrove Story
As part of its effort to raise environmental awareness, the Tokio Marine
Group provides "Green Lessons: The Mangrove Story," an environmental
education program for children in elementary and special-needs schools.
Employee and agent volunteers visit these schools and give lectures on thetheme of "prevention of global warming and preservation of ecosystems," inwhich they tell stories about mangrove planting and the recycling ofcompany uniforms. Children participating in these lessons receive flower
pots made from recycled uniforms.
As of fiscal 2010, the Group visited about 440 elementary andA class at Toozu Elementary Schoolin Kochi Prefecture

special-needs schools throughout Japan and provided Green Lessons toapproximately 30,600 children.

81Social Responsibility
Key CSR Issues of the Tokio Marine Group

Collaborative Afforestation Efforts in Kochi Prefecture
Tokio Marine & Nichido's Forest for the Future
In May 2009, Tokio Marine & Nichido concluded a five-year partners
agreement with Kochi Prefecture, Aki City and the Eastern Kochi Forestry
Association to promote afforestation in Aki City under the Prefecture's"Collaborative Afforestation Project with Environmentally Advanced
Corporations." The forest covered under the agreement encompasses 44.4
hectares and has been named "Tokio Marine & Nichido's Forest for the
Future." In November 2010, approximately 40 Group employees and agentsincluding their families participated in the 2nd Tree-Thinning Forestry
Volunteers to experience tree thinning and socially interact with local
residents. The tour gave participants a chance gain a sense of theharshness and generosity of nature, and many expressed their gratitude forthe kindness and hospitality shown by local people.

Children's Environmental Award
Together with the Asahi Shimbun Company(Newspaper), Tokio Marine &Nichido launched the Children's Environmental Award program in 2008 as
one initiative to raise environmental awareness among elementary school
children who will take the lead in the future and, in turn, raise awarenessamong society as a whole. We solicit illustrations and essays about theenvironment from elementary school children and invite the award winners
and their parents to join the Iriomote Island Eco Experience Tour during thespring school holidays. For the third Children's Environmental Award in
fiscal 2010, we received 2,893 works from throughout Japan.
During the tour, children learned about various global issues in the richnatural surroundings of Iriomote Island. They explored Japan's largest
mangrove forest, picked up garbage that had washed ashore andseparated them by country of origin, and under the guidance of experts,
experienced the thrill of coming into contact with fish, shellfish and small
animals. Through these nature activities, the children recognized that they
have the responsibility to protect the environment and will willingly do so as
global citizens.

82

Social Responsibility
Key CSR Issues of the Tokio Marine GroupThe Tokio Marine Group is engaged in a wide array of activities to support the growth of children and young people
who will lead the next generation.

Social Contribution Activities through Foundations
Tokio Marine & Nichido promotes social contribution activities through three foundations with such aims as helping
young people grow, encouraging international cultural exchange and promoting sports in the local community.
Overview and Fiscal 2010 Activities of Each Foundation
Foundation

Summary
Provides scholarships and educational

Tokio Marine & Nichido

training assistance to students at

Kagami Commemorative

Japanese universities and graduate

Foundation

school exchange students from ASEAN
nations

Activities in Fiscal 2010
Provided a total of 47.87 million
yen to 81 new and existing
scholarship students in addition
to other activities
Number of persons using Nasu

The Tokio Marine Sports

Promotes sports activities in local

Sports Park: 40,582

Foundation

communities

Number of persons using Toda
Boathouse: 9,077
Financial assistance for

Tokio Marine & Nichido

Provides assistance for educators and toeducation and research: 150

Educationalchildren orphaned through traffic

cases Scholarships for children

Development Fund

accidentsorphaned through traffic
accidents: 85 individuals

83Social Responsibility
Key CSR Issues of the Tokio Marine Group

Environmental Education and Enlightenment for Preschool and SchoolChildren
Green Lessons: The Mangrove Story
Children's Environmental Award

Cooperating in the Running of the Special Olympics Nippon National
Summer Games
Since 2005, Tokio Marine & Nichido has been an official sponsor of the Special Olympics (SO) Nippon and has
been supporting the organization by providing funds and volunteers. In fiscal 2010, about 260 employees of Tokio
Marine Group companies in the Kansai region volunteered to assist in the running of the Fifth Special Olympics
Nippon National Summer Games in Osaka.

SO National Summer Games in Osaka

Serving as a Special Sponsor of the JOC Junior Olympic Cup Swimming
Tournament
Tokio Marine & Nichido started providing support to the Japan Swimming Federation as one of the initiatives
undertaken to commemorate its 110th anniversary in 1989.
More specifically, Tokio Marine & Nichido provides support for the costs of training camps for Junior Olympic
athletes and of attending overseas competitions, in addition to serving as a special sponsor of the JOC JuniorOlympic Cup Swimming Tournament to support the running of the event financially and donate event-related
leaflets and other goods. The company contributes to the healthy growth of young people by promoting swimming.

84

Social Responsibility
Key CSR Issues of the Tokio Marine Group

Cooperation for the Internship Program for International Environmental
Leaders Jointly Operated by Waseda University and Beijing University
Tokio Marine & Nichido has been supporting the Joint Graduate School Initiative between Waseda University and
Beijing University by endowing a course entitled "Practical Studies on the Environment in Japan and China" forthree years from fiscal 2009 to fiscal 2011.
During the course, graduate school students of the two universities in their first year of the master's course visit
companies, administrative agencies and universities in Japan and China to directly observe their activities.
Through the exchange of ideas and discussion with local students, they examine organizational as well as systemand policy issues concerning the environment and develop respective solutions. We aim to develop environmental
leaders through this course.

"Meraboshi-no-kai" Volunteer Group
Meraboshi-no-kai is an internal volunteer group of Tokio Marine & Nichido. The group makes fabric picture books
and toys for children and donates them to hospitals and welfare facilities.
For the annual Mangrove Planting Volunteer, the group makes cloth bags, fills them with stationery goods and othersmall gifts and gives these "happy pouches" to local children.

85Social Responsibility
Key CSR Issues of the Tokio Marine Group

Supporting Young Artists through "Showakai-ten" Art Exhibition
Tokio Marine & Nichido has been supporting the Showakai-ten Art Exhibition since 1991 (as Nichido Fire Insurance
from 1991 to 2004).
The Showakai-ten Art Exhibition, sponsored by the Galerie Nichido in Ginza, Tokyo, is one of the oldest art exhibits
in Japan, serving as a "gateway" to success for young artists. The exhibition, commemorating its 46th anniversary
in fiscal 2010, has been organized to support, award and encourage the growth of young artists in the fields ofWestern- and Japanese-style paintings and sculpture.
Every year, the Tokio Marine & Nichido Award is given to a talented young artist as part of an effort to support thepromotion of art and culture.

"Shiro-no-seibutu (Still Life in White)" by Hiroaki
Ariyoshi86

Social Responsibility
Key CSR Issues of the Tokio Marine Group

Asian Children's Enikki (Illustrated Diaries) Festa
The Mitsubishi Public Affairs Committee, in which Tokio Marine & Nichido is participating, has been sponsoring the
Mitsubishi Asian Children's Enikki Festa since 1990 for the purpose of facilitating mutual understanding among
Asian countries.
The Enikki Festa is an exhibition of illustrated diaries solicited from children in Asia between the ages of 6 to 12.
These illustrated diaries convey the life of people in each country, and the exhibition plays a significant role infostering cultural exchange and mutual understanding among children. In 1990, the United Nations designated theyear as International Literacy Year for promoting literacy throughout the world. The Enikki Festa, which was firstorganized in support of this UN resolution, has been presenting the outstanding works of children in Japan andoverseas. Some of works have been turned into learning materials and distributed to participating countries andregions to promote literacy education.
Click for details

87Social Responsibility
Key CSR Issues of the Tokio Marine Group

Participating in Room to Read's Educational Support Program in Developing
Countries
In fiscal 2010, Tokio Marine & Nichido participated in the educational
support effort led by the international NGO Room to Read. In India and
Bangladesh, the company donates about USD100,000 annually to provide
comprehensive support for impoverished and vulnerable girls to help themattain independent living in the future and offer a study environment forchildren by opening reading rooms. For girls not attending school for
economic reasons or because they are tied to household duties as a resultof their parents' lack of understanding, the program offers financial aid fortuition fees and endeavors to convey the importance of education to their families through home visits. These
efforts have allowed girls to continue education, with many achieving excellent performance in their schoolwork to
make their dreams a reality.
India and Bangladesh are two mangrove planting regions* covered under the company's ongoing Mangrove
Planting Project initiated in 1999. Through the Mangrove Planting Project and educational support program, Tokio
Marine & Nichido will thus carry out the dual-purpose global social contribution activities of "nurturing both trees
and people." (*The planting of mangroves was launched in fiscal 2009 in India, while planting in Bangladesh isscheduled to commence in fiscal 2011.)
Room to Read88

Social Responsibility
Key CSR Issues of the Tokio Marine Group

Scholarship Program for Children in Thailand
In partnership with the National Council on Social Welfare of Thailand, Tokio Marine & Nichido, Tokio Marine Asia,
Tokio Marine Sri Muang Insurance and Tokio Marine Life Insurance (Thailand) have been offering scholarships inThailand since 2005. These scholarships have been providing support for tuition fees and the costs of learningmaterials to an accumulated total of about 480 junior/senior high school and university students having difficulty inentering a higher level of schooling for economic reasons. Every July, we hold a scholarship conferment ceremony
and invite all scholarship students to a two-day camping trip. Employees in Thailand participate in this camping trip
as volunteer staff.

Scholarship program in Thailand

4th Scholarship Conferment Ceremony89Social Responsibility
Key CSR Issues of the Tokio Marine Group

Educational Assistance for Children in China
In China, the Tokio Marine Group has been supporting children of migrant workers since 2009. In November 2010,
Tokio Marine Holding Chairman Kunio Ishihara and 20 other employee volunteers visited two elementary schools in
Longli County, Guizhou, in inland China. During the trip, they interacted with children and local university student
volunteers by enjoying singing, folk dancing and sports activities in the school yard and in the "Room of Smiles"
donated by the Tokio Marine Group. The Room of Smiles is a classroom equipped with learning tools and a TV
phone for children to talk with parents working in distant places and is also used to provide emotional support.
Many of the children were seeing foreigners for the first time and immensely enjoyed the opportunity as theygathered around their rare visitors.
On March 14, 2011, four months after the visit, children of each school gathered in the Room of Smiles, lighted
candles that were lined up to show the date "3.11" and prayed for the victims of the Great East Japan Earthquake.
They sent their prayers to the people suffering from the disaster, together with 29 heart-warming message cards
and a donation amounting to 373.3 yuan (about 5,000 yen).

Children gathering in the Room of Smiles

Asia CSR Day
On November 6, 2010, Tokio Marine Asia (TM Asia), Tokio Marine Life Insurance (TMLS) and Tokio Marine
Insurance Singapore (TMiS) conducted a volunteer activity as part of the Tokio Marine Group's CSR Months
initiative. They took 40 children to an outside playground and enjoyed various activities together. The event was
conducted jointly with Club Rainbow, a charity organization supporting children with chronic and life-threatening
illnesses and their families in Singapore. The four companies also made a monetary donation totaling SGD 15,000
to NGO Club Rainbow.

90

Social Responsibility
Key CSR Issues of the Tokio Marine GroupThe Tokio Marine Group also places great emphasis on "safety and security," which are closely linked to theinsurance business, and engages in social contribution activities while working to enhance traffic safety as well as
crime and disaster prevention in local communities

Courses to Foster Support for Dementia CareAs one volunteer initiative to ensure "safety and security" in society, the Tokio Marine Group offers courses tofoster support for dementia care, which are internal educational sessions to promote a correct understanding of
dementia. With the ultimate goal of creating a safe society for people with dementia, the program is designed todevelop more persons who support dementia care within the Group and who have the correct knowledge to sharewith friends and families as well as give compassionate consideration to people with dementia and their families inwork and private life.
During the one-and-half-hour program conducted in each work department, attendees watch a DVD, listen to alecture given by an employee (called "caravan mate") who has received special training on this subject andparticipate in a role-playing session. As of March 2011, a total of around 640 employees have participated in thiseducational program and become supporters for dementia care. We intend to promote this program further, as it
gives us a good opportunity to think about our own aging workforce and deepen our understanding about
dementia.

AED Workshop to Practice Life-Saving Skills
Each of the Tokio Marine Group companies provides a workshop to practice the use of Automated External
Defibrillators (AEDs) and to perform cardiopulmonary resuscitation (CPR), with employees having specialized
knowledge serving as trainers. Around 1,665 employees mainly from Tokio Marine & Nichido as well as otherGroup companies and agents attended the workshop in fiscal 2010.
Through the workshop, participants have realized that they do not have to be an expert to perform CPR and gained
enough confidence to take action rather than just standing by in case of an emergency situation.

91

Social Responsibility
Key CSR Issues of the Tokio Marine Group

Promoting the Pink Ribbon Movement
Tokio Marine & Nichido Life supports the Pink Ribbon Movement through J.POSH, an NPO engaged in pink ribbon
movements for breast cancer awareness in Japan. The number of breast cancer patients has been increasing inJapan, but it is a disease with a high survival rate if detected and treated early based on correct knowledge. The
company promotes the Pink Ribbon Movement by disseminating various information, including the importance ofreceiving examinations for early detection of breast cancer.
Cooperating in Makeing Terry Cloth Caps for Cancer Patients.
On February 26, 2011, Tokio Marine & Nichido Life donated 1,015 terry cloth caps to Iwate Hospice Association in
Morioka City for patients undergoing anticancer drug treatment. The idea to make the caps stemmed from a
concept promoted by the citizens' group Iwate Hospice Association with the aims of supporting cancer patients andtheir families and giving patients fighting the disease courage. Tokio Marine & Nichido Life sponsored the activity
and has cooperated in the production of the caps since 2009.

Project to Raise Cancer Examination Rates
In collaboration with Tokio Marine & Nichido Life, Tokio Marine & Nichido is engaged in local initiatives jointly
conducted with prefectural bodies and private-sector companies to raise cancer examination rates in respective
regions.
Cancer is considered a national disease, causing about one out of every three Japanese people to lose their lives
every year. We work to raise public awareness for the importance of cancer examinations and actively encourage
people to get a checkup, with a view towards promoting the early detection and treatment of cancer.
Click to see details of joint efforts (in Japanese)
Key CSR Issues: Providing Value through Our Core Businesses - Cancer

92Social Responsibility
Key CSR Issues of the Tokio Marine Group

Collaboration with Japan Deaf-Blind Association
In fiscal 2008, Tokio Marine & Nichido became a supporting member of theJapan Deaf-Blind Association. At its annual national conference, employees
working in offices and branches in respective areas serve as volunteer staff
to cooperate in the running of the event. In fiscal 2010, about 75 employeesof Tokio Marine Group companies in Hokkaido volunteered in the 20th
Deaf-Blind National Conference held in Sapporo, giving directions forconference attendees at the airport and various train stations.

Cooperating in the Running of the Special Olympics Nippon National
Summer GamesThe Special Olympics Nippon National Summer Games

Working Together with the Sawayaka Welfare Foundation
The Sawayaka Welfare Foundation forms a network with a number of volunteer organizations across the country
and works to build a system of mutual assistance in each local community with the ultimate goal of "building a newsociety in which all people can develop a close rapport with each other." Tokio Marine & Nichido empathizes withthis organizational philosophy and partners with the foundation.
National volunteer network information of the Sawayaka Welfare Foundation (in Japanese)93Social Responsibility
Key CSR Issues of the Tokio Marine Group

Participating in the TABLE FOR TWO Charity Initiative Aimed at Achieving an
Optimal Food Balance in the World
Tokio Marine & Nichido participates in the TABLE FOR TWO initiative and has been offering a TABLE FOR TWO
menu in the employee cafeteria at its Head Office.
TABLE FOR TWO is an initiative to donate a part (usually 20 yen) of the price of a lunch offered in a company
cafeteria to school meal programs in developing countries. The TABLE FOR TWO menu consists of healthy dishes
having lower calories than those typically offered in a company cafeteria to help employees achieve better health.
According to the World Food Programme (WFP), approximately 300 million children suffer from chronic hunger
across the world, mainly in developing countries. In developed countries, on the other hand, lifestyle-relateddiseases have become a social issue, with the most notable example being the so-called metabolic syndromecaused by consumption of excessive calories. Young Japanese leaders selected by the World Economic Forum(Davos Forum) started the TABLE FOR TWO initiative as a means to eliminate this global food imbalance. The
amount of 20 yen donated from every lunch is equal to one school meal in developing countries. This is like sharing
a table with one child, thus the name "TABLE FOR TWO."
Overview of TABLE FOR TWO in Tokio Marine & Nichido
Location:

Employee Cafeteria at the Head Office
Purchasing a 560-yen TABLE FOR TWO lunch (650 - 750 kcal) automatically donates 20

Method:yen to the WFP (a United Nations food aid branch) through TABLE FOR TWO International(an NPO)The Table for Two

94

Social Responsibility
Key CSR Issues of the Tokio Marine Group

Contributing to Safety and Security in Local Communities
In September 2010, Tokio Marine & Nichido partnered with 38 FM radio
stations across the country to promote the "Human Conscious Act - Loving
Home Campaign."
Under the campaign, the company sponsors a radio program and holds
events throughout Japan according to the theme of "making yourcommunity safer and more secure by building ties ("Kizuna") amongresidents."
Tokio Marine & Nichido has also been supporting the" Daijoubu Campaign"since fiscal 2007.
The Daijoubu Campaign is a movement led by the Mainichi newspapers
and carried out jointly with local residents, companies, local governments,
police stations and fire stations to protect local residents and children fromdisasters and crimes.

95

Social Responsibility
Key CSR Issues of the Tokio Marine Group

Providing Japanese-Language Medical Services in the United States
The Japanese Medical Practice outpatient clinic operated by Beth Israel Medical Center in New York City withdonations from Tokio Marine & Nichido has been providing medical services in Japanese since 1990. During fiscal
2009, the Japanese American Association of New York cerebrated its 100th anniversary, and the Japanese Medical
Practice outpatient clinic has offered medical consultation services and held medical seminars for elderly
Japanese-American people living in New York.

"N Program" to Support Young Physicians to Gain Clinical Experience in the
United States
In collaboration with Beth Israel Medical Center, Tokio Marine & Nichido
has been offering the "N Program" since 1991. This is a medical residency
program to promote the exchange between the two countries in the medical
field by dispatching every year young doctors with the desire to gain clinicalexperience in the United States.
The N Program has made remarkable progress thanks to the cooperationof teachers at U.S. medical institutions and the efforts of residents who
participated as trainee physicians. From 1991 to 2010, the total number oftrainees rose to 135.

96

Social Responsibility
Key CSR Issues of the Tokio Marine Group

Cancer Awareness Activities in Dubai for Prevention of Breast Cancer
A representative office of Tokio Marine & Nichido in Dubai, United ArabEmirates, and its local agents co-sponsored PINK WALKATHON 2010, acharity walk hosted by the BurJuman premier luxury shopping mall in Dubai
for raising awareness for breast cancer. A number of employees
participated in this charity event.
PINK WALKATHON is one of the Pink Ribbon activities spreadingworldwide. In Dubai, a 3.6-km charity walk around the BurJuman Shopping
Mall and various events before and after the walk are held over the courseof one month to raise awareness for and promote the prevention of breast
cancer. In fiscal 2010, the charity walk was held on November 5 with theparticipation of 4,000 people. About 70 employees of Tokio Marine &Nichido and their families took part in the walk wearing pink ribbons or
T-shirts with a "Safe & Sound" logo to convey the importance of getting
examinations for the early detection of breast cancer.

97

e-CSR Report 2011

Management
・Corporate Governance・Risk Management
・Disaster-Response Measures
・Compliance・Information Security
This e-CSR Report 2011 was produced based on information posted on the Company’s website.

Social Responsibility
Management

Tokio Marine Holdings has constructed a system for ensuring sound and highly transparent corporate governance.
Also, as a holding company, it supervises each Group member company accordingly.
Tokio Marine Holdings, in line with the Tokio Marine Group Corporate Philosophy, is committed to the continuous
enhancement of the Group's corporate value by fulfilling its responsibilities to shareholders, customers, society,employees and other stakeholders. For this purpose, the Company hereby maintains a sound and highly
transparent corporate governance system. As a holding company, it aims to exercise appropriate control over Tokio
Marine Group companies. The Corporate Governance Policies of the Company shall be reviewed and amended asnecessary to adapt to changes in the business environment.
Corporate Governance Policies

Corporate governance organizational chart99

Social Responsibility
Management

Corporate Governance Structure
Body

Role assigned (top) and composition (bottom)
The Board of Directors is responsible for decisions on important matters relating to the
execution of Tokio Marine Holdings' business, for supervising the performance of individual

Board ofdirectors, and establishing an appropriate internal control environment and effective

Directors

internal control system.
Approx. 10 members, at least 3 of whom, in principle, must be outside Directors

Corporate
Auditors,

Audits the performance of Directors, as an independent body entrusted by shareholders.

Board ofCorporate
Auditors

Approx. 5 members. In principle, a majority of these must be outside Corporate Auditors.
Deliberates and reports to the Board of Directors on appointment and dismissal of
Directors and Corporate Auditors of Tokio Marine Holdings and major subsidiaries and on

Nomination

requirements for such appointments.

Committee
Approx. 5 members, a majority of whom must, in principle, be outside members. The
committee chair shall be chosen from among the outside members.
Deliberates and reports to the Board of Directors on performance evaluations of Directors
and Corporate Auditors of Tokio Marine Holdings and major subsidiaries, as well as on theCompensation

executive compensation system.

Committee
Approx. 5 members, a majority of whom must in principle be outside members. The
committee chair shall be chosen from among the outside members.

100Social Responsibility
Management

Compensation System for Directors and Corporate Auditors of the Company
Compensation for full-time directors (including non-members of the Board) of Tokio Marine Holdings consists ofthree elements: fixed compensation, bonuses related to the business performance of the Company and theperformance of the individual, and stock options.
Compensation for part-time directors of Tokio Marine Holdings consists of two elements: fixed compensation andstock options.
Compensation for corporate auditors of Tokio Marine Holdings consists of one element: fixed compensation.
The compensation system for directors (including non-members of the Board) and corporate auditors of theCompany's principal business subsidiaries shall generally be identical to that applied to directors (including
non-members of the Board) and corporate auditors of the Company.

Governance of Subsidiaries
Tokio Marine Holdings carries out the supervision of its subsidiaries, including the monitoring of their businessplans, by exercising its shareholder rights and rights based on management agreements. It also formulates
fundamental policies for the promotion of compliance, risk management and internal auditing for the Group, andsupervises its subsidiaries through building and operating structures based on these policies.

101Social Responsibility
Management

Establishment of an Internal Control Systems
In accordance with the Companies Act of Japan and the Enforcement Regulations of the Companies Act of Japan,
Tokio Marine Holdings has formulated its Basic Policies for Internal Controls. Under these policies, Tokio Marine
Holdings is appropriately establishing internal control systems for the entire Tokio Marine Group that include Group
company management systems, compliance and risk management.
Also based on these policies, the Internal Control Committee formulates various types of policies and measures,
evaluates the state of implementation and deliberates on improvements, and reports the results to the Board of
Directors.

Basic Policies for Internal Controls
System for ensuring proper operations within the Tokio Marine Group
System for ensuring the execution of professional duties in accordance with applicable laws, regulations
and the Articles of Incorporation
System for risk management
System for ensuring efficient execution of professional duties
System for maintaining and managing information concerning the execution of directors' duties
Matters concerning support personnel to the corporate auditors and their independence from thedirectors
System of reporting to the corporate auditors
Other systems for ensuring effective audits by the corporate auditors

Tokio Marine Holdings Basic Policies for Internal Controls

102

Social Responsibility
Management

Internal Audit System
Within the Tokio Marine Group, internal audits are executed based on the aim that "in order to play an effective rolein achieving the Group's management targets, internal audits covering the full scope of operations performed in its
business should not simply identify and indicate problems in the internal office processes but also assess theinternal controls and propose measures for improvements." Within Tokio Marine Holdings and its insurance
subsidiaries, each company has its own internal audit department, which performs appropriate internal audits
mainly on risk management and compliance, which are the pillars of internal controls, in accordance with the typeand level of risks.
The Internal Audit Department of Tokio Marine Holdings directly carries out auditing and monitoring of the internal
controls of those subsidiaries that do not have their own internal audit department.
The results of these audits are reported to the Internal Audit Department of Tokio Marine Holdings and the Board of
Directors of each member company of the Group. If any serious issue is found in the audit results, it is reported to
the Board of Directors of Tokio Marine Holdings as well.

Unified Framework of Internal Audits within the Tokio Marine GroupA set of unified Basic Policies for Internal Audits and Internal Audit Rules are applied to all internal auditsthat are performed by internal audit departments of the Group companies in order to ensure consistentinternal auditing within the Tokio Marine Group. In addition, priority issues and checking points on internal
audits are defined every year and internal audit plans of the subsidiaries require the prior approval of Tokio
Marine Holdings. Through these approaches, Tokio Marine Holdings endeavors to enhance the consistencyof internal auditing throughout the Group.

103Social Responsibility
Management

Information Disclosure
We make every effort to disclose information about the Tokio Marine Group's current financial condition and futurebusiness development in a fair and understandable manner that facilitates precise and expeditious understandingfor our investors and financial analysts.

Disclosure Policy of the Tokio Marine GroupWe aim to disclose meaningful information regarding the Tokio Marine Group that enhances managementtransparency and fairness in connection with our corporate social responsibility.
1. Disclosure Policy
It is our policy to expeditiously disclose information in accordance with the "Securities Listing Regulations"stipulated by the Tokyo Stock Exchange. We strive for timely, accurate and fair disclosure of other informationthat is relevant to our customers, shareholders and investors, representative offices and employees, as well asJapanese society at large.
2. Disclosure Methods
Disclosure pursuant to the Tokyo Stock Exchange rules, regulations and other requirements is made throughthe Timely Disclosure network, or TDnet, as well as the press and other appropriate means. We subsequently
post disclosed information on our website. Other disclosure is made in a manner appropriate to the content of
the relevant information.
3. Disclaimer
Disclosure made based on this Disclosure Policy is intended to accurately, expeditiously and fairly inform thepublic regarding the Tokio Marine Group's activities and is not intended to constitute an investment offer orsolicitation.

Adopted on November 30, 2004
Revised on September 29, 2010104

Social Responsibility
Management

For the purpose of securing and maintaining the soundness of business operations, the Tokio Marine Groupmanages various risks related to the operation of its business and ensures the stability of management.

Risk Management System of the Tokio Marine GroupThe Company formulates the basic policies concerning risk management for the entire Tokio Marine Group as wellas ascertains the state of risks for the Group. Subsidiaries and Others manage risks on their own initiative inaccordance with these basic policies.
Among the various risks, the Company recognizes that insurance underwriting risks and investment risks (market
risks, credit risks and real estate investment risks) are risks (core risks) that must be managed in sources of
earnings, and therefore, actively manages these risks. The Company also identifies administrative risks, systemrisks and other risks pertaining to the Group's business activities and strives to prevent the occurrence of or reducethese risks as it works to execute proper risk management and ensure stable business operations.

105Social Responsibility
Management

Tokio Marine Group risk management organizational chart106

Social Responsibility
Management(1) Roles of Tokio Marine Holdings
Tokio Marine Holdings develops basic policies for risk management of the Tokio Marine Group and promotes
the enhancement and sophistication of the risk management system for the entire Group in accordance with the
Tokio Marine Group's basic policies for risk management. The Company also manages quantitative risks for theGroup in order to retain credit ratings and prevent bankruptcies.
(2) Roles of Subsidiaries and Others
Subsidiaries and Others actively conduct their own risk management by developing their own risk management
policies in line with the basic policies for risk management of the Tokio Marine Group.

Basic Policies for Risk Management
The Tokio Marine Group has developed the basic policies relating to risk management described below. Tokio
Marine Holdings, its Subsidiaries and Others manage risks in line with these basic policies.
(1) Basic Policies for Risk Management
The Basic Policies for Risk Management of the entire Group sets forth the department supervising risk
management, definition of risks, organizations and guidelines for risk management that Subsidiaries and Others
shall establish, and the issues that must be reported. Subsidiaries and Others conduct risk management basedon the policies.
(2) Basic Policies for Integrated Risk Management
The Tokio Marine Group has developed the Basic Policies for Integrated Risk Management, which establishes
the fundamental matters concerning the quantitative risk management of the entire Group, definition of risk
amount and returns, and the process for evaluation and monitoring of capital allocation plans.
(3) Basic Policies for Crisis Management
The Tokio Marine Group has developed the Basic Policies for Crisis Management of the entire Group. The
policies clarify the principles of actions in an emergency situation related to the measures to minimize losses
and recover ordinary business operations and the crisis management systems that should be established by
Subsidiaries and Others. Subsidiaries and Others establish risk management systems based on the policies.

107Social Responsibility
Management

Integrated Risk Management
Through integrated risk management, the Company quantitatively ascertains and properly manages every risk toensure that any risk that emerges is within the scope of net asset value.
Net asset value mentioned here refers to net asset value to absorb losses if any risk emerges. It consists of adding
various types of reserves such as the catastrophe loss reserve as well as the value of in-force life insurance
policies to consolidated net asset value on the balance sheet and subtracting goodwill.
We also assume stress scenarios, such as a major natural catastrophe and turmoil in financial markets, that would
create detrimental effects in the future and implemented stress tests to evaluate and analyze the impacts of such
scenarios.
(1) Risk quantification
The Tokio Marine Group quantifies potential losses on all risks that could arise within the given time horizons
and that could exceed the given probability levels. The risk quantification method used is a risk indicator called"value at risk" (VaR). With the aim of maintaining an AA rating, the Company quantitatively measures risk,
setting a probability level of 99.95% in consideration of past probabilities of bankruptcies for AA ratings.
(2) Determination of allowable risk parameters
Integrated risk management aims to maintain ratings and prevent bankruptcies by keeping risk volume within
the prescribed allowable parameters. The allowable risk parameter for the Tokio Marine Group as a whole has
been defined in terms of an upper limit on the entire quantity of risk. While considering the level of net asset
value, we determine this allowable risk quantity semiannually and properly manage operations so that risk
quantity does not exceed this limit.
(3) Evaluation and monitoring of capital allocation plans
Tokio Marine Holdings ensures that the expected risk volume is within the allowable risk parameters set out in
the Group capital allocation plan. In other words, the Risk Management Department, which has an internal
control function, checks and examines the capital allocation plans to make sure that they are appropriate interms of net asset value. Moreover, the status of the risk volume is periodically monitored.
(4) State of net asset value and risk capital (as of the end of March 2011)
Regarding the status of the Tokio Marine Group's net asset value and risk capital as measured by the above
processes, at the end of March 2011, net asset value stood at 3,200.0 billion yen, risk capital was 2,400.0
billion yen and the capital buffer was 800.0 billion yen. The Company maintained adequate net asset value formaintaining an AA rating. Capital buffer is the differential amount between net asset value and risk capital andserves as the capital reserve for responding to future changes in the financial and economic environments andfor implementing new M&A strategies.

108

Social Responsibility
Management

109

Social Responsibility
Management

Strengthening Enterprise Risk Management (ERM)
The changes in the environment surrounding the Tokio Marine Group as well as the diversification of the Tokio
Marine Group's business portfolio have also been accompanied by a diversification in the Group's risks. By
strengthening its risk management structure, the Company is handling this new risk while continually upgrading andrefining its risk quantification methods.
The Tokio Marine Group's approach to enterprise risk management (ERM) has also been recognized by externalorganizations. The ratings agency Standard & Poor's (S&P) evaluates the ERM systems of insurance companies
as part of its credit rating determination process. Regarding this evaluation of ERM systems, Tokio Marine &Nichido Fire Insurance Co., Ltd. was the only Japanese insurance company (non-consolidated basis) to receive a"Strong" evaluation. This "Strong" evaluation is the second-highest evaluation. Only around 15% of insurancecompanies around the world for which S&P evaluates have attained a rating of "Strong" or above.
(Within the Tokio Marine Group, we have also received a "Strong" evaluation from Tokio Millennium Re.)*For details on "Risk Management," please refer to Tokio Marine Holdings Annual Report 2011.

Tokio Marine Holdings Annual Report 2011110

Social Responsibility
Management

To fulfill its social mission as a non-life insurer, even during normal times, Tokio Marine & Nichido focuses on
disaster-response measures such as formulating a Business Continuity Plan (BCP)* as part of efforts to ensure it
works in concert across the company to provide quick and proper claims services in the event of an actual disaster.

Business Continuity Plan (BCP) *Tokio Marine & Nichido has formulated a Business Continuity Plan (BCP) to ensure that it can continue its
important business operations as a non-life insurer, such as receiving claims, paying on claims and concluding
policies in the event of a natural disaster such as an earthquake or a typhoon, both in the disaster-stricken areaand elsewhere.
*A BCP is a plan established in advance for the continuation and recovery of the company's important business

operations in the event of disasters or similar incidents.

1. Principles of employees' conduct
To check the safety of customers, employees and their families, agents and others
To make every effort to cooperate in securing safety in the local communities
2. Basic policy for business continuity
To give top priority to the continuation of important business operations by supplying resources such as
personnel, funds and others as needed111Social Responsibility
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1. Anticipated risks and damage
The worst-case scenario envisions damage to the Head Office building and the Tama Systems Center in an
earthquake striking the Head Office building with a seismic intensity (on the Japanese scale) of greater than 6,
making both facilities unusable for a certain period of time.
2. Selection of key business operations
The operations selected as important business operations are receiving of accident notices; payment ofclaims, maturity refunds and other payables; and the conclusion of insurance contracts.
3. Setting a recovery target
Should the Tama Systems Center become unavailable for use, we envision that key operations initially will behandled manually, whether taking place inside or outside the area affected by the disaster, and the backup
systems needed for the continuation of important business operations will be up and running within 24 hours.
4. Setting up required organizations and framework
The Head Office Disaster Response Headquarters under the authority of the President will be set up at the
Head Office. In the event of damage to the Head Office, the Kansai Backup HQ will be established in the
Kansai region. In addition, the Disaster Response Promotion Team has been established as a standingorganization that handles on a regular basis efforts related to responding to disasters.

5. Measures for continuation of key operations
In addition to the preparation of the planned location for establishing the Head Office Disaster Response
Headquarters, advance preparation for substitute head office locations, preparation for backup information
systems and the adoption of a system for checking employee safety, various manuals have been prepared forindividual roles and levels.

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Various types of education and training programs have been implemented for individual roles and levels such as
desktop training for the president and other directors, and training for all employees.

In addition to inspections conducted by the Disaster Response Promotion Team on the progress of disasterresponse measures at all branches and audits performed by external organizations, appropriate improvements andcorrections are made for any inadequacies identified during these inspections and audits.

At a regular annual meeting on disaster-response measures and other meetings, the president and other directors
review all aspects of these plans.

Preparation of a Claims Service Structure for Use in the Event of a Disaster
Striking the Metropolitan Area
Should the Head Office facilities become unusable because of a disaster striking the Metropolitan area inparticular, a Kansai Claims Service Backup Headquarters would be set up within the Kansai Backup HQ to attend
to initial-stage needs such as receiving accident notices from the disaster-stricken area (the Metropolitan area) until
lifeline and other services are restored in the areas. Claims cases already accepted prior to the disaster in the
Metropolitan area shall be allocated to and handled by claims service bases throughout Japan.
In the Metropolitan area struck by the disaster, a Claims Service Headquarters and its subdivisions would be set up
within the Head Office Disaster Response Headquarters, with the Claims Service Dept. in charge of Tokyo andChiba, Saitama and Kanagawa prefectures at its helm. Support personnel will be assigned to the Claims Service
Headquarters from facilities across Japan, and a unified provision of claims services would begin at five otherfacilities.
An infrastructure needed to provide claims services swiftly to the Metropolitan area in the event of a natural
disaster has been built in advance in the locations where the Kansai Claims Service Backup Headquarters, theClaims Service Headquarters and separate subdivisions would be established. Also, we have established ascheme of dispatching support personnel as needed in all in the company.

Response to the Great East Japan Earthquake
Click here for details

113Social Responsibility
Management

The Tokio Marine Group, which places customer trust as the foundation of all its activities, is implementing various
compliance-related initiatives based on its belief that it is important to thoroughly implement compliance through its
day-to-day business, with employees and agents maintaining high ethical standards.

The Tokio Marine Group Compliance System
The Tokio Marine Group defines compliance as "observing applicable laws, rules and regulations and internal
regulations, and conducting fair and equitable business activities within social norms," and thoroughly implementscompliance in this manner. Additionally, the Company has formulated the Tokio Marine Group Code of Conduct thatincorporates matters that directors, executive officers and employees should comply with from the perspective ofcompliance.
To thoroughly implement compliance as a Group, Tokio Marine Holdings has formulated the Tokio Marine Group
Basic Policies for Compliance, which prescribes the role of the Company, its Subsidiaries and Others and the basic
rationale regarding the implementation of compliance, and also prepares measures and policies for the entire
Group. Subsidiaries and Others shall build compliance systems in a form suited to the content and scale of theirrespective businesses in accordance with the Tokio Marine Group Basic Policies for Compliance and shall reporton important matters to Tokio Marine Holdings. Tokio Marine Holdings also deliberates and makes decisions onimportant compliance-related matters via the Board of Directors, Management Meeting and the Internal Control
Committee, and when necessary, provides guidance and advice about such matters to its Subsidiaries and Others.
Tokio Marine & Nichido has also established a Quality Improvement/Compliance Committee, which has a majorityof members from outside the company, that evaluates the establishment of compliance systems from an external
perspective and checks, monitors and provides suggestions on the appropriateness of overall business operations.
Tokio Marine & Nichido has appointed a Compliance Leader (CPL) in each production department who provides
guidance on initiatives for compliance and fulfills a check-and-balance function, among other responsibilities. It also
has appointed a Compliance Officer (CPO) in each region's business support department who fulfills a checkand-balance function with regard to production departments and supports the CPL. In this way, Tokio Marine &Nichido has built up a system for thorough compliance throughout a wide range of operations it conducts.
In the overseas Group companies, compliance is promoted primarily under the lead of the CPOs in the respective
companies on the basis of undertaking proper business in accordance with the above policies and with respect for
local laws and regulations.

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Social Responsibility
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Declaration of Commitment to Compliance

The Tokio Marine Group is committed to the continuous enhancement of its corporate value, with customer
trust at the base of all its activities. Strict compliance is at the heart of our corporate philosophy. The Tokio
Marine Group Code of Conduct is a compilation of important matters that must be strictly observed. We, thedirectors, officers and employees of the Tokio Marine Group companies, promise to prioritize compliance inthe conduct of business activities in accordance with the Code of Conduct.

Tokio Marine Group Code of Conduct (revised October 1, 2009) (only the categories are
excerpted)

Tokio Marine Holdings - Tokio Marine Group Code of Conduct

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Nurturing the Ethics of Employees and Agents
Compliance Education and Training for Employees
The Tokio Marine Group has covered systems, structures and rules for ensuring thorough compliance indocuments such as the compliance manuals of the member companies, which are made available for the use of all
members of the management and employees. In addition, it has prepared various manuals corresponding to thetypes of business to clarify relevant rules and has also implemented various kinds of training for individual positions
and levels and for each workplace in order to have the firm knowledge of compliance, which is needed for all
employees, take root in their minds.

Implementing Thorough Compliance by Employees
Tokio Marine & Nichido proceeds with thorough compliance by all employees as important business activities in
day-to-day business operations, particularly in sections in charge of production and claims services.
The Compliance Leader (CPL) assigned to each production department provides guidance on initiatives to
production and claims services sections and fulfills a check-and-balance function with regard to business
operations in each section through handling inquiries on individual matters as well as conducting compliancetraining for employees and agents.

Implementing Thorough Compliance by Agents
Since each member company of the Tokio Marine Group handles a rangeof products including life insurance and investment trust in addition to
non-life insurance, it has been making efforts, in the same way with its
employees, to have thorough compliance implemented by agents and sales
personnel also who handle the same types of products.
Tokio Marine & Nichido provides its agents and sales personnel with grouptraining and compliance courses on the Internet, as well as support for theconstruction of their compliance systems. Tokio Marine & Nichido Life

Screen showing Tokio Marine &implements training for agents using training materials that provide an

Nichido Academy

easy-to-understand explanation of sales rules.

117Social Responsibility
Management

Hotline System (Internal Whistle-Blower System)
The Tokio Marine Group has installed hotlines as a system for handling reports and consultation from employees
and the management of Group member companies in the event a compliance-related issue has arisen or there is alikelihood of such an issue occurring. An external hotline is also established at an external law office so that thepersons making such reports are able to select the hotline most convenient for them.
The Group keeps personal information on individuals making such reports strictly confidential and ensures thatsuch individuals are not put in a disadvantageous position.

Response to Anti-social Forces
1. The Tokio Marine Group has prescribed the basic policies concerning responses to anti-social forces so that
Subsidiaries and Others can resist anti-social forces and make concerted and uniform responses. Initiatives
are being promoted based on the following basic concepts.
(1)To ensure it consistently undertakes fair management and widely contributes to the development of society
as a good corporate citizen, the Tokio Marine Group shall sever all relationships with anti-social forces andforcefully repudiate any illicit demands made by them as a basic matter in the application of its management
philosophy. In association with lawyers, police and other professionals, it will respond to anti-social forces inan uncompromising and organized manner.
(2)Subsidiaries and Others shall respond to anti-social forces based on the following measures.
1)Take action as a unified organization while ensuring the safety of directors, officers and employees;2)Contact relevant external institutions (specialized in such matters);3)Sever all known relationships, including transactions and repudiate any illicit demands;
4)Take legal action at either the civil or criminal level for any contingency; and5)Prohibit backroom deals and access to capital.
2. Taking into consideration the basic policies for responding to anti-social forces, the Tokio Marine Group shallpromote initiatives that include setting up controlling departments, establishing reporting and consultation rules
and systems for when a problem occurs, and implementing training activities.

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Social Responsibility
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The Internal Control Department of Tokio Marine Holdings supervises information security for the entire Group as
the controlling department while sections in charge of information security have been established at each Group
company. In this manner, the Group is working to build an effective management structure for information security.

Initiatives for Information Security
We thoroughly adhere to information security management rules to prevent information leakages. In particular, eachGroup company is adopting physical and technological safety-control measures that include locking away
customers' personal information and confidential documents when not in use, placing restrictions on taking
documents and other items outside the company, and using encryptions and setting passwords for electronic
information.
In fiscal 2010, Tokio Marine & Nichido introduced thin-client* terminals for its in-house intranet. Thin-client terminals
are not equipped with hard disks and information is centrally managed and deployed from a server, which thereby
further strengthens information security.
*A method whereby the PC environment (client OS and applications) for each user is consolidated into and operated by the serverProtection of Personal Information
In the area of personal information on customers, the Tokio Marine Group has formulated and released the Tokio
Marine Group Privacy Policy, which clarifies the Group policy for dealing with such information. At the same time,each Group company formulates and releases a policy of its own in accordance with the Privacy Policy.

Privacy Policy
The Privacy Policies of Tokio Marine Holdings and the Tokio Marine Group are posted on the pages below.
Tokio Marine Group Privacy Policy
Tokio Marine Holdings Privacy Policy

119Social Responsibility
Management

Acquisition of External Certification
The Tokio Marine Group has acquired external certification for information security that includes the Privacy Markand Information Security Management System (ISMS) certifications. These achievements recognize the initiatives
taken within the Group to protect personal information. The Group intends to make continuous improvements andto strengthen further its information security management structure.
Status of acquiring external certifications related to information security
Group member company

Certification dateCertification

Tokio Marine & Nichido Communications

Mar. 2006

ISMS

Tokio Marine & Nichido Career Service

Jun. 2006

Privacy Mark

Tokio Marine & Nichido Systems

Aug. 2006
Dec. 2006

ISMS ITSMS*

Tokio Marine & Nichido Risk Consulting

Jun. 2007

Privacy Mark

Millea Mondial

Aug. 2007

Privacy Mark

Sep. 2007

ISMS

Tokio Marine & Nichido Medical Service(Health Promotion Dept.)*Third-party certification system on operational management of IT services (ISO/IEC 20000)

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e-CSR Report 2011

Relations with Stakeholders
・Relations with Customers
・Relations with Shareholders and Investors
・Relations with Agents・Relations with Employees
・Relations with Local Communities and Society
・Relations with SuppliersThis e-CSR Report 2011 was produced based on information posted on the Company’s website.

Social Responsibility
Relations with Stakeholders

The Tokio Marine Group continuously seeks to enhance quality and convenience from a customer standpoint inaccordance with the Group's corporate philosophy: "Through the provision of the highest quality products andservices, the Tokio Marine Group aims to deliver safety and security to all its customers."

Concept of quality of products and services in the Tokio Marine GroupThe Tokio Marine Group has earned high regard from its customers by providing products and services which areahead of the times in accordance with the Group's corporate philosophy: "Through the provision of the highest
quality products and services, the Tokio Marine Group aims to deliver safety and security to all its customers." Froma medium- to long-term viewpoint, it is conceivable that social and economic changes such as the declining
birthrate and aging population and global warming inside and outside Japan could give rise to new risks. In
response to the diversifying needs of both individual and corporate customers in connection with such changes, theTokio Marine Group will combine the capabilities of all Group member companies and will do its best to provide
new products and services that anticipate the changing times and extend beyond the framework of conventional
insurance products and services in areas such as the financial, medical and consulting fields.

"Anshin Quality" and "Business Renovation Project"
In order to realize the Group's corporate philosophy, Tokio Marine & Nichido designates specific quality standards
that are indispensable for products and services provided to customers in terms of "Anshin Quality" and is
promoting an array of initiatives to realize this.
Specifically, in addition to enhancing the quality of products and services, we are also promoting the Business
Renovation Project throughout the company based on the concept that quality enhancement can be truly achievedby "making all business processes more prompt and accurate at the time of providing products and services tocustomers, thereby earning a sense of comfort and trust from customers."
This project is aimed at realizing reform towards new ways of doing business for employees and agents in allprocesses from the signing of contracts to the payment of claims. Based on the fundamental concept of making
complex insurance business practices simple, smooth and speedy to increase customer convenience, we havedrastically revised our products, administrative procedures and systems to provide "simple and easy-to-understandproducts to customers," "quick administrative procedures in response to customers' needs" and "easy-to-operate
systems for agents." At the same time, in the course of drastically revising the conventional ways of doing business,
we have initiated such arrangements as the cashless payment of premiums and early notices of renewal, and our
employees and agents have been proceeding with business steadily along these lines. In the future, we will further
promote initiatives with the aim of achieving growth by securing stable product quality through business process
reforms and the enhancement of product quality.

122Social Responsibility
Relations with Stakeholders

Image of improving quality that Tokio Marine & Nichido is aiming for123Social Responsibility
Relations with Stakeholders

For Improving Insurance Literacy
Tokio Marine & Nichido is pursuing the concepts of "easy-to-understand" based on customer feedback, including
opinions. Accordingly, the company devised rules for creating forms that make customers feel at ease in order tomake significant improvements to forms that customers can understand (fill out) by reading them by themselves.
Forms that have been created from March 2007 onwards are based on these rules.

To Provide "Anshin Quality" of Claims Services to Customers
True value as an insurance company is questioned in the unlikely event that customers are involved in accidents.
We consider that it is our mission to provide the highest quality claims services in such an eventuality.
Tokio Marine & Nichido designates specific quality standards that are indispensable for products and services
provided to customers in terms of "Anshin (Reassuring) quality" and the company and agents are currently
undertaking concerted efforts to thoroughly promote initiatives towards the realization of "Anshin (Reassuring)
quality." When we receive accident notices, we utilize a system that verifies whether or not such an accident iscovered under any other contracts that will allow payment for that accident, thereby providing claimants withinformation about the payments of claims. Specifically, in terms of auto insurance, we have introduced a systemthat has various functions according to which we cannot close the file until after we have paid all incidental claims
without any omission. By means of this system and various types of training, we are now confident in making
appropriate payment of claims to customers.
Information regarding details of coverage and a list of possible claims payable will be sent to customers uponreceipt of the notification of an accident and personnel in charge provide information on the amount of claims
payable in an easy-to-understand manner.
When insurance claims are paid, personnel in charge will explain in an easy-to-understand manner while also
sending a statement of claims payable which not only verifies the amount but also provides a detailed
breakdown.
When insurance claims cannot be paid, we will inform customers of the reason both verbally and in written formin an easy-to-understand manner. Additionally, inquiries and claims from customers are accepted via an
exclusive toll-free telephone line. Assistance by external specialists such as lawyers is also available via theRe-examination Request System*.

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Social Responsibility
Relations with Stakeholders*Re-examination Request System(Tokio Marine & Nichido).
In cases where customers do not concur with the decision made by the claims service bases that are
involved with the payment of insurance claims, the Re-examination Request System can be used uponrequest by customers (including policyholders and insured persons). Under the Re-examination Request
System, the Claims Service Examination Committee, which is a closed-door committee comprised of external
specialists (doctors and lawyers), re-examines the decision made by the claims service base responsible forthe case using re-examination request documents and materials submitted by relevant parties. The results
are subsequently reported to customers who requested the re-examination via correspondence.
Tokio Marine & Nichido Re-examination Request System(Japanese only)
Tokio Marine & Nichido Re-examination results by the Claims Service Examination Committee(Japanese
only)

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Claim Payment Procedures

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To Further Enhance Customer Reassurance
We are making efforts to eliminate customer anxiety through such means as Tokio Marine & Nichido Medical
Service's free medical advice service, highly specialized services provided by each Group member company andaccurate advice offered by affiliated lawyers, doctors and other experts.
Providing Value through Our Businesses -Medical Assist, Hospitalization Assist

Claims Service System in Japan (As of August 2011)
Tokio Marine & Nichido

Nisshin Fire

240

106

Staff

Approx. 9,700

1,062

Lawyers

Approx. 510

39

Consulting physicians

Approx. 130

11

Approx. 80-

Approx. 2.68 million

Approx. 0.21 million

Number of service bases

Tax accountants/Accountants
Number of automobile
accident settlements reached(/year)Initiatives to Improve Quality of Products and Services through
Manufacturing (Monozukuri) Theory
Since 2007, Nisshin Fire has been conducting joint research with the Manufacturing Management ResearchCenter, Graduate School of the University of Tokyo in pursuit of enhancing quality from a customer standpoint byapplying manufacturing (monozukuri) theory in the manufacturing industry to non-life insurance. The Service
Planning Office within the Product Department was newly established in fiscal 2009 and has since carried out theplanning of products and services that utilize the concept of monozukuri. For our new comprehensive auto
insurance product You-Side (launched in April 2011), we revised the details of coverage and significantly revamped
pamphlets by applying the know-how of monozukuri in the manufacturing industry in order to provide coveragedetails, contract procedures and product explanations that are easy-to-understand for customers. Additionally, we
have also established standard operation processes in claims services response with the aim of further pursuingthe "prompt and appropriate payment of insurance claims" by responding in accordance with these processes while
also realizing services that will meet customer expectations.

127Social Responsibility
Relations with Stakeholders

Quality Enhancement at Call Centers
Tokio Marine & Nichido established the Vendor Management Organization (VMO) for call centers of the entire
Group and is working to enhance the quality of call center operations. From fiscal 2009, we have been working tobuild common IT infrastructures among call centers and are consecutively expanding the introduction in respective
call centers to standardize call center operations and strengthen collaboration of call operations between centers.
Additionally, in fiscal 2010, the company formulated the Tokio Marine Contact Center Operation Standards (CCST)
as the Group's shared standards. These CCST clarify the standards and details of activities that should beaccomplished to enhance quality so that each call center can be operated under the same evaluation standards
with the aim of enhancing quality and providing homogeneous services to customers throughout the Group. Eachcall center is promoting initiatives to enhance customer services and improve operation processes based on the
CCST standards.

Strengthening Customer Services through the Multi-Access platforms
In order to address the diversified lifestyles and means of communication of
our customers, Tokio Marine & Nichido is working to expand and upgrade
customer contact points of contact, including agents, call centers and its
company website (construction of the Multi-Access platforms). We will
deliver greater security to customers by enabling them to select optimalaccess procedures tailored to their needs and circumstances.
At call centers, we are upgrading our structures to realize customeroriented quality while also developing a system to share the details ofcustomer inquiries among agents and respective corporate departments.
On our company website, we are offering functions that are available 24
hours for individual policyholders to conveniently manage their contracts(such as for verifying contract details or receiving changes to contract
details) through such means as Internet services offering dedicatedpolicyholder sites (Japanese only). We also offer functions for providing
reassurance in the unlikely event of an accident (such as for receiving
accident reports or verifying the response status of automobile accidents).
Going forward, we will consecutively expand and upgrade these initiatives
based on customer feedback.

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Social Responsibility
Relations with Stakeholders"NTT Docomo's One-Time Insurance Products" via Mobile Phone
Based on the concept of "necessary coverage at anytime for a necessary period," NTT Docomo Inc. and Tokio
Marine & Nichido launched the Docomo One-Time Insurance service that enables insurance products to beprovided easily and safely anytime and anywhere via mobile phone. The service commenced in April 2010 with fourkinds of product lineups for overseas travel insurance, domestic travel insurance, sports and leisure activities
insurance, and golfer's insurance.
The procedures for subscribing are very simple without having to visit outlets or fill out application forms. Since
information of mobile phone users will be entered automatically, this makes it possible for users to get insurance bysimply entering a minimum of items. As for premiums payments, since the cost will be charged together withmonthly mobile phone fees, there is no need to input account or credit card information or other relevant
information. Additionally, Docomo automatically and promptly sends information via phone mail regarding One-Time
Insurance to mobile phones with an auto-GPS capability when customers are at a place where they might feel theneed for insurance, such as golf and ski resorts and airports, thereby offering services that enable completion ofsubscription procedures on-site.

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We will continuously examine various aspects toward developing and providing new concept insurance products
via mobile phones to further expand and upgrade one-to-one response for customers.
NTT DoCoMo One-Time Insurance

Addressing new services via Smartphone
E.design Insurance Co., Ltd. which is a subsidiary, began offering various kinds of services for auto insurance via
mobile phone and smartphone* from April 2011.
With the launch of these services, policyholders can access the Internet via smartphones anywhere, anytime to use
various services such as reporting accidents, verifying accident response status, making changes to contract
details and renewal procedures. Additionally, customers who are considering applying for automobile insurance canalso complete overall procedures via smartphones by requesting an estimate.
We received many responses from customers, including requests to further expand and upgrade services for
smartphones. In the future, we will work to address customer needs by consecutively expanding services for
smartphones, including corresponding handsets.
* The term smartphone refers to a multifunctional handset with many functions including voice calls and Internet
access.

E.design Insurance press release (in Japanese)130Social Responsibility
Relations with Stakeholders

Critical opinions and demands from customers are valuable assets for us to provide more quality services tocustomers. Based on the Group's common standards related to customer comments, each company of the Tokio
Marine Group has formulated a response policy in order to develop a structure to utilize customer opinions for
improving products and services.

Tokio Marine & Nichido Customer Feedback Response Policy

Basic Philosophy
Tokio Marine & Nichido sincerely accepts and actively applies customer feedback to its corporate
activities with customer trust as the basis of all of its business activities.
Basic Policy(1) We will proactively accept and appreciate customer feedback.
(2) We will undertake company-wide initiatives to take full responsibility for addressing customer
feedback.
(3) We will utilize customer feedback to enhance the quality of our operations, including products andservices.
(4) We will deliver greater "safety and security" based on customer feedback.

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Structure to Make Improvements Based on Customer Feedback
We are undertaking initiatives to improve products and services by sharing information about customer feedback
gained through various tools such as surveys and needs perceived by employees and agents as they come incontact with customers. For example, Tokio Marine & Nichido, Tokio Marine & Nichido Life and Nisshin Fire entersuch feedback into a unified management system that conforms to the ISO 10002 standard, which is set up on theirrespective intranets, in order to analyze customer feedback. This feedback is then utilized for various purposessuch as the development and improvement of products, administrative work and systems. Additionally, Tokio
Marine & Nichido conducts regular meetings with five consumer advisors in order to identify problems and improve
the situation from external standpoints. These initiatives are helping to improve various aspects such as simplifying
information materials or establishing toll-free telephone services exclusively for overseas travel insurance andclaims.

Self-Declaration of Compliance with the ISO 10002 standard
As a means of standardizing the quality of response toward customer
feedback company-wide, Tokio Marine & Nichido and Tokio Marine &Nichido Life have reviewed operation systems in conformity with the ISO
10002 standard, the international complaint-management standard.
Additionally, the companies were the first in the domestic financial industry
to verify compliance with the standard in June 2007 and subsequently madean external announcement in July. We will continuously strive to enhance
the quality of operations in terms of products and services and otherrelevant aspects based on customer feedback. Nisshin Fire also made a
self-declaration of compliance with the ISO 10002 standard in July 2008.

Websites for respective Group companies: Initiatives to respond to customer feedback (Japanese
Only)
Tokio Marine & Nichido "In order to maintain customer trust"
Nisshin Fire "Initiatives to respond to customer feedback"Tokio Marine & Nichido Life "Initiatives to respond to customer feedback"132

Social Responsibility
Relations with Stakeholders

Gathering to Customer Feedback
Each Group member company is actively gathering to customer feedback through various means such as via
customer surveys, customer consultation calls, consultation and inquiries sections on company websites,
information gathering via agents and personnel in charge of sales. From the perspective of enhancing thetransparency of initiatives regarding customer feedback, the number of feedback comments received, details ofclaims and examples of developing and improving products and services carried out based on such feedback aremade public via company websites in greater detail.
Tokio Marine & Nichido is conducting surveys for policyholders in relation to auto insurance, fire insurance, superInsurance and medical insurance products. The aim is to validate whether the company is appropriately providing
explanations regarding products or various kinds of supplementary insurance products and services as well as
important terms, and verifying the intent and the scope of insurance coverage, including building structures.
Tokio Marine & Nichido Life is obtaining customer feedback by enclosing surveys along with notices regarding
contract details, insurance policies and other relevant documents that are sent to all policyholders once a year.
Nisshin Fire is obtaining evaluations or the level of satisfaction toward the company or agents from 3,000
customers who are randomly selected from among auto insurance policyholders. In fiscal 2010, 823 customers
responded and opinions received are being utilized to enhance the quality of products and customer response.
Additionally, initiatives are also being undertaken whenever necessary at the time of contract or payment of
insurance claims by directly asking customers about their evaluation of the company and agents in terms ofcustomer response. Surveys at the time of signing a contract are being conducted via the Internet while surveys
during claims payment are conducted via mail. We are receiving responses from approximately 2,400 customers tothese surveys on a monthly basis.

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Customer Satisfaction (Fiscal 2010)
Tokio Marine & Nichido
Overall Level of Satisfaction regarding Products

Overall Level of Satisfaction regarding Contract

and Services

Procedures

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Results of Auto Insurance Survey: Level of Satisfaction regarding Overall Claims Services

Tokio Marine & Nichido Life

A total of 37,314 persons responded to the fiscal 2010 survey enclosed with the Notice regarding Contract Details.

135Social Responsibility
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Dissatisfaction Feedback

Status of customer feedback for respective Group company websites(Japanese Only)
Tokio Marine & Nichido: "Overview of customer feedback"Nisshin Fire: "Response to customer complaints"
Tokio Marine & Nichido Life: "Status of customer feedback"136

Social Responsibility
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Examples of Improvements Based on Customer Feedback (Fiscal 2010)<Customer comments>
Policy documents for non-life insurance and life insurance are created separately even though I enrolled in Super
Insurance. As a Super Insurance product, I wish that the documents are created so that the list of terms of non-lifeand life insurance can be fully understood.
<Details of improvement>
A list of contract details was newly established the list indicates what is covered under the term using a "◁Equot;
mark or "ÁEquot; mark for understanding the overall system of coverage for new Super Insurance, which isproviding from October 2010.
Note: For policyholders who are already enrolled in Super Insurance, improvements will be made from the day
when the contract becomes effective dated January 2012 onwards (planned).

Status of customer feedback for respective Group company websites(Japanese Only)
Tokio Marine & Nichido: "Development and improvement examples based on customer feedback"Nisshin Fire: "Examples of improvements that have been carried out based on customer feedback"Tokio Marine & Nichido Life: "Main items that have been developed and improved based on customer
feedback"

Shared Value for Giving Consideration to Customers
At Tokio Marine & Nichido, although it is not tangible, we believe that giving careful consideration to customers firstand foremost is a component of product quality of claims services. To this end, a booklet entitled "Kokorokara(From Our Hearts)" is distributed to all members engaged in claims services, including new employees who join thecompany each year. The booklet summarizes the values on which we place importance, including the shared ideasof all members involved with claims services for customers, working in harmony with colleagues and in pursuit ofexpertise. We hope to continuously hand down our purpose, pride and sincerity in claims services from a customer
standpoint as part of our DNA.

Kokorokara Booklet
Cover page and inside text "We want to make our field of specialization the cultivation of human values. There is no
end to the cultivation of human values."
Note: Japanese, English and Chinese versions are also available.

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Tokio Marine Holdings aims to be a company that earns the trust of shareholders and investors and realizes soundand highly transparent corporate governance by undertaking the disclosure of information and the exchange of
opinions in a timely and appropriate manner.

Toward Enhancement of Returns to Shareholders
Tokio Marine Holdings strives to enhance returns to shareholders through the payment of dividends and acquisitionof treasury stocks, while also securing the collateral strength needed for sound business management.
Regarding dividends, we are maintaining stable dividends with a target payout ratio of 40%-50% of average coreadjusted earnings*. In fiscal 2010, the amount of total annual cash dividends was 50 yen per share with a dividend
payout ratio of 55% versus average core adjusted earnings.
Additionally, acquisition of treasury stocks will be implemented flexibly by taking into account the market
environment, capital status and business opportunities in a comprehensive manner.
*Core adjusted earnings = Adjusted earnings from non-life, life and other businesses - Capital transactions
including capital increases
See "Returns to Shareholders" for details.

138Social Responsibility
Relations with Stakeholders

Information Disclosure and Investor Relations
The Tokio Marine Group is striving to enhance disclosure that is fair and easy to understand so that eachstakeholder can quickly and accurately understand the current status of the Tokio Marine Group and futurebusiness development.

Disclosure Policy of the Tokio Marine GroupWe aim to disclose meaningful information regarding the Tokio Marine Group that enhances managementtransparency and fairness in connection with our "Corporate Social Responsibility."
1. Disclosure Policy
It is our policy to expeditiously disclose information in accordance with the Securities Listing
Regulations stipulated by the Tokyo Stock Exchange.
We strive for timely, accurate and fair disclosure of other information that is relevant to our customers,
shareholders and investors, representative offices and employees, as well as Japanese society atlarge.
2. Disclosure Methods
Disclosure pursuant to the Tokyo Stock Exchange rules, regulations and other requirements is madethrough the Timely Disclosure network, or TDnet, as well as the press and other appropriate means.
We subsequently post disclosed information on our website.
Other disclosure is made in a manner appropriate to the content of the relevant information.
3. Disclaimer
Disclosure made based on this Disclosure Policy is intended to accurately, expeditiously and fairly
inform the public regarding the Tokio Marine Group's activities and is not intended to constitute an
investment offer or solicitation.
Adopted on November 30, 2004
Revised on September 29, 2010139

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Proactive IR Activities
Tokio Marine Holdings carries out continual dialogue (investor
relations) with shareholders, investors and securities analysts,
with the President and other executives playing central roles.
In fiscal 2010, in addition to two briefings for institutional
investors, a total of 155 meetings were held through visiting
institutional investors overseas and a total of approximately 460
institutional investors were met with in Japan and around theworld. Additionally, briefings were also held for individual
investors.
Opinions and suggestions received via various types of briefing
sessions, one-on-one meetings and other means are

Briefing for individual investors

indispensable for realizing sound and highly transparent corporate
governance. We truly value investors' opinions, and will continue
to work to reflect such feedback in future operations.

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October 2010: Implemented investor seminar hosted by a
IR Briefings for Individual Investors

securities company in addition to a briefing for individual
investors.

Briefings for analysts and institutional
investors

Held financial results and investor relations briefings (twice
annually) and appropriately held briefing sessions for
institutional investors.
Held a total of 7 briefings in the U.S., Europe and Asia, andBriefings for overseas investors

implemented individual meetings for 155 overseas institutional
investors.
Posted information of financial results and disclosure materials
besides financial results on the company website in an

IR materials posted on website

appropriate and timely manner, as well as annual security
reports, IR briefing materials and videos, and explanatory videos
of preliminary reports regarding the monthly business results ofprincipal subsidiaries.

Consequently, in November 2010 Tokio Marine Holdings won the IR Prime Business Award by the The Japan
Investor Relations Association in recognition of these IR activities. The award was received following the IR Special
Award in fiscal 2008.
Additionally, the Company website also was number one in the insurance industry for two consecutive years on
Gomez Consulting Co., Ltd's "Investor Relations Web-Site Ranking 2011." It was also selected as the best site(ranked number one by business sector) in Nikko Investor Relations Co., Ltd. 's ranking of listed company
websites.

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To build partnerships based on trust and to provide "safety and security" that truly is based on customers' points ofview, the company endeavors to mutually improve the quality of operations through smooth communication withagents.

The Roles of Agents in the Tokio Marine GroupIn auto insurance and life insurance, for example, the roles of agents in the Tokio Marine Group are to protect
customers from risks by providing various kinds of insurance products and services as intermediaries between
customers and the insurance company. Agents are carrying out a broad range of consulting activities such as
introducing optimal insurance tailored to the needs of each customer and quickly supporting customers to provide
security for customers in the event of disasters or accidents.
For agents to be indispensable persons truly relied upon by customers, every member company of the Tokio
Marine Group has been proceeding with initiatives directed toward its agents such as various kinds of training, theconstruction of administrative systems and management support.

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Working Together with Agents on Initiatives to Improve the Quality ofOperations
Tokio Marine & Nichido formulated quality standards for agent support capabilities that are expected from its
employees specifically based on "Anshin (reassuring) quality," basic standards which are indispensible in terms of
products and services provided to customers. At the same time, since 2007, we have been conducting dialogues
with all agents and checks on the standard's satisfaction levels and working toward making improvements inapplicable areas. From fiscal 2010, we have shifted toward "risk-based" initiatives, which promote improvements
based on deficiencies of quantitative indices while also striving to steadily ensure quality in our daily operations. In
doing so, we are working to enhance quality together with agents and expand customer support by ensuring"Anshin (reassuring) quality" for all customers.
Nisshin Fire has also established its "Customer Standards" for agent operations such as the procedures forconcluding insurance contracts, an explanation of products and actions to be taken when an accident occurs, andhas been proceeding with initiatives so that all its agents across Japan may provide customers with uniform and ahigh level of services. Additionally, although agents' commissions were conventionally determined by considering
the level of contribution and other relevant factors in addition to the size of premiums written, Nisshin Firedrastically changed the structure, whereby the company will conduct an evaluation of "level of achievement ofoperations as an agent in terms of providing services and support for customers" to decide agents' commissions. In
this respect, the company has shifted the concepts from "scale" to "function" and from "quantity" to "quality," thereby
adopting an "agent commission system based on the customer's perspective" that is aimed at raising the quality of
insurance sales.

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Sharing Information with Agents
Tokio Marine & Nichido is developing the agent's ICT system TNet* in orderto readily provide functions that are related to insurance administrative
procedures as well as product information and sales tools that arenecessary for agents as they respond to customers. In August 2009, as ameans of enhancing the quality of customer response, we started tomutually share the records of responses between customers and agents,
and between customers and customer centers. We will continuously
endeavor to enhance communication between agents and Tokio Marine &Nichido through successive advancement of TNet to provide services thatwill further achieve customer satisfaction.

TNet top screen*TNet is an online agent system provided by Tokio Marine & Nichido since May 2008 with theintent of supporting agents in enhancing the quality of insurance business operations andincreasing operational efficiency.

Business Administration Management Support for Agents
Tokio Marine & Nichido is introducing Agent Compass as a business administration management support tool
based on the difficult circumstances of agency managers to easily comprehend management issues and otherrelevant problems in line with a shift toward more complex operation processes accompanied by the growth in sizeand organizational development of agents. This compass serves as a management support model that enables
agent management issues to be visualized using quantitative and objective indicators, analysis to be conducted on
relevant issues and initiatives to be undertaken to resolve issues according to business processes. By centralizing
support measures to resolve agents' management issues and incorporating all these mechanisms into the agent
system TNet, we seek to further enhance communication with agents and employees and improve agents' qualityof operations and customer services.

Comments from Agents Promoting Initiatives to Enhance Quality
Using the compass to realize visualization has enabled us to share within business offices our outlet'smanagement issues and efforts to address these issues as well as the status of progress. At the sametime, since we are also able to share these aspects with the company in a timely manner, it also leads toinitiatives toward making improvements based on the same point of view.
All members are undertaking initiatives under the slogan "Let's become the NO.1 Agent in Japan in termsof compass analysis indicators!" We aim to further boost customer satisfaction through this initiative
since indicators are equivalent to the quality for increasing customer satisfaction.
(Agent in Toyohashi Branch Office, Aichi Prefecture; Miyachi Total Insurance Office)144

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In order to meet customer expectations and earn their trust so that customers are able to consult us about
insurance with peace of mind, we support the development of professional human resources through aqualifications system and training programs.

Qualification Systems for Salespersonship
Tokio Marine & Nichido stipulates the condition that "agency owners must see to it that their salespersons finish a
training course designated by the company" from the standpoint of realizing insurance sales activities that fulfill thestandard of "Anshin (reassuring) quality." In addition to tests for salespersons of property and casualty insurance
and the insurance products training system operated by the General Insurance Association of Japan, the company
has also been making efforts to improve the quality of sales activities by having salespersons obtain qualifications
and complete training as designated for individual products as well as building a New Salesperson Management
System to manage sales qualifications, training records and other relevant matters according to each salesperson.
We are promoting various measures to enhance the quality of salespersons such as by utilizing a system, whereby
salespersons who have not acquired designated sales qualifications are unable to handle contracts.

145Social Responsibility
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Provision of Training Programs for Agents
Tokio Marine & Nichido Academy
In order to train agents and salespersons capable of satisfying therequirements of the standard of "Anshin (reassuring) quality," Tokio Marine& Nichido conducts the "Tokio Marine & Nichido Academy" training program
covering a broad range of business knowledge such as product details,
sales techniques, claim services and compliance. With regard to productdetails, in particular, this program has achieved a high level of educational
efficiency by using moving visual images such as animations and videos
which enable agents and salespersons to picture actual business scenes,

Screen shot of Tokio Marine &as well as case studies and tests to check on what has been learned.

Nichido Academy

This program is available via TNet.

Comments from Agents Who Utilized Tokio Marine & Nichido Academy
Text and narrations using moving visual images in the Tokio Marine & Nichido Academy training program
were practical, very easy to understand and useful.
The content produced for the Tokio Marine & Nichido Academy training program consists of various
items such as animation and illustrations, which were easy to understand for beginners as well. Practicalexamples using moving visual images are very useful for daily communication with policyholders. We
hope to continue using these contents on a regular basis.

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Tokio Marine & Nichido Life Training College
Tokio Marine & Nichido Life provides the "Tokio Marine & Nichido Life
Training College" training program for life-insurance agencies who aim todevelop professional insurance salespersons. In this program, for roughly
five months, agency salespersons and life-insurance promoters take part
together in group training and Web-based training, in which the mostadvanced training program has been adopted, while also carrying out
practical activities on the front lines of business. These practical activities
provide the latest programs for supporting the sales activities ofAntore Hiroba

participants, such as the adoption of "Antore Hiroba," a site where agencies
can exchange information with each other. Also, the programs givesalespersons opportunities to continue helping each other to improve theirskills after the completion of their training, including follow-up training at
branch offices.

Agent Trainee System
Tokio Marine & Nichido and Nisshin Fire have established trainee systems for the development of their exclusive
professional agents. As of the end of March 2011, 1,036 persons participate in the system of Tokio Marine &Nichido, learning highly professional knowledge and skills in areas such as insurance products and sales
techniques over a period of 38 months. In addition to this group training across all outlets, practical education is
also conducted through training by advisors in the workplace and on-the-job training as a means of nurturing
excellent risk consultants.

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The Tokio Marine Group aims to enhance employee motivation through promoting a transparent and fair personnel
system. The Group also endeavors to realize a corporate culture in which all employees respect human rights
through various initiatives such as human rights training.

Fair and Honest Personnel Affairs
The Tokio Marine Group believes it essential that motivated and capable employees who possess a diverse senseof values should fully demonstrate their capabilities, regardless of gender, age, nationality or other attributes, toimprove the quality of the products and services that we provide to customers. We are aiming to enhance
employees' job satisfaction along with efforts to "continuously build an open and dynamic corporate culture thatenables each and every employee to demonstrate his or her creative potential" through a transparent and fairpersonnel system.

Basic Data
Number of employees (as of March 31, 2011)
Total number of employees

29,758Domestic Group companies

24,193

Overseas Group companies

5,565(Asia: 1,920; North and Central Americas: 3,100; Europe: 545)

Basic employee data (at Tokio Marine & Nichido as of March 31, 2011)
Average age:

40.7

Average years continuously employed:

10.5 years

Average salary:Approx. 8,210 thousand yen

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Respect for Human Rights
The Tokio Marine Group supports and respects the Universal Declaration of Human Rights and international labor
standards as well as the OECD Guidelines for Multinational Enterprises.
Regarding respect for human rights, the entire Group is implementing initiatives in accordance with "respect andactively promote the recognition of human rights for all people," which is stipulated under the Tokio Marine GroupCSR Charter.
Additionally, the 10 principles concerning human rights, labor, the environment and anti-corruption advocated by
the United Nations Global Compact coincides with the Tokio Marine Group's own approach to CSR and the Tokio
Marine Group CSR Charter. Accordingly, Tokio Marine Holdings supports and has participated in the United
Nations Global Compact since 2005.

Establishment of Tokio Marine Global HR Policy
Amid the growing importance of overseas business, the Tokio Marine Group believes it essential to hire and nurture
diverse personnel, regardless of nationality, age and gender at each Group company in respective countries andregions worldwide and develop an environment in which employees can fully exert their capabilities.
Tokio Marine Holdings established and clearly stated the Tokio Marine Global HR Policy (HR Policy) in December
2010 as a universal philosophy and concept for human resources (HR) shared by each Group company inrespective countries and regions worldwide. The Company also held the Global HR Meeting in February 2011
together with HR department managers of principal Group companies, thereby seeking to share the concept andspirit indicated under the HR Policy, including "human resources being major assets," "respect diversity" and"provision of fair and equal opportunities."
Based on the spirit of this HR Policy, Tokio Marine Holdings and each Group company in respective countries andregions worldwide will promote and pursue the permeation of various personnel affairs measures, including
employee training and support.
Global HR Policy

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Initiatives to Raise Awareness of Human Rights
Every year, each member company of the Tokio Marine Group holds human rights training in the workplace, inwhich all employees and other co-workers take part to build a dynamic corporate culture without discrimination orharassment. In addition, in seeking to achieve comfortable workplaces, the Group carries out preventative andenlightenment activities regarding sexual harassment and other forms of harassment by establishing a consultation
service (hotline), which is staffed by internal and external specialists, based on the motto of "Never do it, Never letanyone do it, and Never overlook it."
Percentage of Human Rights Training Participants (Domestic Group Companies)
Fiscal 2009 (As of March 31, 2010)

Fiscal 2010 (As of March 31, 2011)

99.9%

99.9%

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The Tokio Marine Group considers its employees to be its most valuable assets as the Group works towardachieving sustainable growth as a corporate group selected by customers for its quality. With this in mind, the Tokio
Marine Group has been undertaking efforts to become a group truly trusted and supported by customers throughcreating "a corporate culture that encourages self-cultivation and the development of human resources." This isbeing accomplished through comprehensive employee training centered on on-the-job training and ongoing support
for self-development.

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Development of Human resources as Professionals
We are working to leverage the "Human Ability*" of employees, which is very important for them to provide value tocustomers in selling intangible products such as insurance products and services.
*Three elements that make up "Human Ability": Abilities as professionals, energies and to always think and act by

putting yourself in the other party's shoes

1. Abilities as professionals
2. Energies
3. Always think and act by putting yourself in the other party's shoes

Each of the Tokio Marine Group companies is building skill development programs and personnel systems
appropriate for the characteristics of their respective offices.
Tokio Marine & Nichido has undertaken measures to develop its human resources by cultivating a culture in which
every employee "continuously takes up the challenge of innovation from a customer perspective" and "identifies
and solves problems through flexible thinking and a broad vision as an insurance professional." More specifically,
interviews between supervisors and their staff are held four times a year to develop each employee's competencies(in behavior and thinking). At the interviews, employees share their career visions and personal strengths andweaknesses with supervisors. This is undertaken in combination with on the-job training (OJT), off-the-job training(Off-JT) and self-development efforts.
In addition to a wide range of correspondence-based training activities, including Rank-Specific Training, Optional
Training, Specialization Training and e-Learning services, Tokio Marine & Nichido offers an External Qualification
Support System by providing financial assistance to employees who wish to earn such qualifications. The company
also actively sends employees to training at business schools, law schools and other institutions both in Japan andaround the world to develop personnel who possess a broad perspective, international sensibilities and a highdegree of specialized knowledge. Tokio Marine & Nichido also works to enhance the career development of
employees of Group member companies overseas through efforts including group training in their own countries
and in Japan.

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Human Resources Development Cycle (Tokio Marine & Nichido)

Job Request System
Tokio Marine & Nichido is implementing the Job Request System as a key system for maintaining and expanding
the energies of its employees. Through this system, it works to enable employees to transfer into desired positions
to the extent possible. This system includes internal recruiting, in which employees apply for positions indicated inadvance, and area selection. Each of these leads to increased motivation and improved work skills by enabling
employees to take the initiative in choosing their own positions. Additionally, "U-turn" transfers*1 and "I-turn"transfers*2 utilized by locally based employees are also functioning as support measures to promote and enablefemale employees to take active roles in the company.
*1 "U-turn" transfers: A transfer in which regional employees not subject to relocation can be relocated temporarily

to take on the challenge of utilizing their own aptitudes in jobs not available in their own localities, on thecondition that they must return to their original localities after the temporary relocation.
*2 "I-turn" transfers: A transfer in which employees not subject to relocation can continue working after changing

localities due to reasons such as marriage or a spouse's relocation.

Job Request System (Tokio Marine & Nichido)
Fiscal year

Applicants

Approval

Fiscal 2010

271

99

Fiscal 2011

301

96

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The Tokio Marine Group believes it essential that motivated and capable employees who possess a diverse senseof values should exert their capabilities to the full extent, regardless of gender, age, nationality or other attributes, toimprove the quality of the products and services that it provides to customers worldwide. Specific initiatives per
Training to the promotion of diversity group-wide include the promotion of employment of individuals withdisabilities, promotion of female employee taking active roles, and creating a workplace in which older employeeswith a wealth of knowledge and experience can take active roles.

Promoting the Employment of Persons with Disabilities
Based on its vision to "broadly accept persons with disabilities without adhering to the statutory employment rate to
become a corporate Group in which diverse personnel are working enthusiastically," the Tokio Marine Group is
promoting the employment of persons with disabilities and working to achieve normalization (creating an workplaceculture in which employees can exert their capabilities to the fullest regardless of disabilities). The percentage of
employees with disabilities within the overall domestic Group stood at 2.09% as of June 1, 2011.

Promoting the Employment of Persons with Disabilities through a Special Subsidiary
In January 2010, we have established Tokio Marine Business Support Co., Ltd. with the aim of promoting theemployment of persons with intellectual and developmental disabilities. The company hires employees centering on
persons with intellectual and developmental disabilities who are considered to have less employment opportunities
among persons with disabilities. The company is conducting operations that include document shipping, data input
and processing, printing, production of name cards and wet shredder processing.
The company initially commenced operations with 54 executives and regular employees (including 34 persons withdisabilities). In April 2011, Tokio Marine Business Support merged with Tokio Marine & Nichido Operations, which
specializes in management, delivery and printing of business documents, and Tokio Marine & Nichido Corporation,
the provider of office services which include sales of office supplies. As of July 1, 2011, 253 people (including 73
persons with disabilities) are working at bases in Tokyo, Osaka, Nagoya and Fukuoka.
Based on its management philosophy to (1) be an organization that provides support instead of being a support
recipient, 2) be a company in which employees can have their dreams and take pride in, and 3) expand
opportunities for taking active roles, the company is focusing on creating an environment in which employees canwork enthusiastically with a sense of satisfaction. This is achieved through adopting various inititaives such as
assigning work according to the suitability of each and every employee, implementing monthly individual interviews
and making visual appeals of points to take note of or work processes using a whiteboard. Work quality is
becoming more advanced as a result of conducting operations for nearly one year.
In the future, the company plans to broaden the field for persons with intellectual and developmental disabilities totake active roles by expanding operations through cultivating operations that could be outsourced from respective
Tokio Marine Group companies.

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Hiroyuki Okamoto, Tokio Marine Business Support
I am in charge of recovering waste paper by visiting each floor andsaying hello to everyone and calling for recovery of waste paper in orderto process and recycle waste paper in respective Group companies
using wet shredders. I am delighted and feel a sense of satisfaction by
thinking that I am contributing to the 100% recycling of paper. As for mycolleagues at the workplace, I am keeping in mind to communicate
according to each person so that we can both work comfortably.

Employment of Persons with Disabilities as Part of a Measure to Enhance Work
Satisfaction
Since the merger in 2004, Tokio Marine & Nichido Systems Co., Ltd. is actively working to employ persons withdisabilities, such as responding to barrier-free offices and hiring physically challenged persons as engineers. In
2008, we hired visually impaired persons and commenced internal massage services. In 2009, the company also
launched an internal cafe, Smile Cafe, and Smile Office Service, which provides general administration services
such as producing name cards and ordering stationery to promote the employment of persons with intellectual
disabilities. By having opportunities for general employees and persons with disabilities to work together,synergetic effects are also being created in terms of gaining strength from each other and enhancing work
satisfaction.

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Promoting Career Opportunities for Female Employees
Given that about 50% of its employees are women, the Tokio Marine Group considers it important to make the mostof their attributes and strengths, and to give them the opportunity to participate in a wider field of activities. This, inturn, improves our ability to respond to the diverse needs of customers. Based on the theme of "maximizingorganizational capabilities," each domestic Group member company held the WOMEN & MEN'S FORUM 2010 in
December 2010 to provide opportunities for creating a corporate culture in which female employees can take activeroles and enable them to consider for themselves about their future career visions. Participated by approximately
250 Tokio Marine Group employees, the forum consisted of lectures by inviting external lecturers, group
discussions by participants and group presentations. Additionally, off-site meetings were also held at the workplacelevel under the same theme of "maximizing organizational capabilities," thereby undertaking company-wide efforts
to discuss various aspects to create a workplace that helps and supports women in taking active roles.
Number of female managers (Tokio Marine Group as of July 1, 2011)
Tokio Marine & Nichido

80

Nisshin Fire

27

Tokio Marine & Nichido Life

6

Tokio Marine & Nichido Financial Life

28

Millea Nihon Kosei SS Insurance

4E.design Insurance

1

Domestic Group total

40

Insurance business

Other businesses
Total

186

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System for Continued Employment for the Elderly Employees
The Tokio Marine Group considers actively promoting the employment of older members to be an importantmanagement issue in maintaining the sustainable growth of the Group as a whole. In addition to encouraging
continuous self-advancement and changes in consciousness and behavior on the part of employees themselves,
the Group intends to provide fields of activity in which employees can utilize their past experiences and strengths togenerate new added value while mainTaining high levels of motivation.
Numbers of employees using the system for continued employment(Tokio Marine Group as of July 1, 2011)
Tokio Marine & Nichido

312

Nisshin Fire

65

Tokio Marine & Nichido Life

14

Tokio Marine & Nichido Financial Life

2

Other

21

Total

414

Promotion of Intercultural Communication
Amid the growing importance of overseas business, the Tokio Marine Group considers it essential to promote
global communication by employing and nurturing diverse human resources in each Group company in respective
countries and regions worldwide regardless of nationality, age and gender.
In July 2010, Tokio Marine Holdings established the Global Human Resources Group within the Company tostrengthen human resources development and personnel affairs strategies from a global perspective.
In February 2011, the Company held the Global Human Resources Meeting by gathering human resources
department managers in principal Group companies to discuss measures to strengthen cooperation between
respective company human resources departments, human resources development common to the Group andpersonnel affairs strategies.
We will continue to actively incorporate the opinions and requests of Group companies in respective countries andregions worldwide while also promoting intercultural communication through expanding specific measures,
including the global rotation of personnel and personnel training.

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Enhancement of Work Satisfaction
Each Group member company is working to create an environment in which employees can work enthusiastically.
Tokio Marine & Nichido Systems believes that employees' voluntary participation in the process of considering what
can be done to make our workplace more comfortable will contribute to enhancing work satisfaction. On this basis,the "Waku Waku Workstyle" is being promoted as a company-wide effort.
"Waku Workstyle Office" is an activity, in which employees carry out initiatives by themselves by soliciting
improvement ideas based on the concept of creating a workplace environment in which all employees, including
persons with disabilities, can work with a sense of enthusiasm. Various ideas, whether they be small or major, havebeen realized to date. These include the establishment of signboards and library corners, the introduction of a freelayout that allows moving desks freely and the establishment of the Future Center for developing creative
discussions.
At the same time, we focused on system planning to enhance teamwork such as quickly introducing the mentormentee system. In recognition of these initiatives, we received the 22nd (fiscal 2009) JMA HRD Excellence Award(Japan Management Association) and were selected as a company that is a great place to work (as determined by
the Great Place to Work® Institute Japan and published in Nikkei Business magazine) for the three consecutive
years since 2008.
• Free Layout Office
Changes were made to offices by adopting movable desks and eliminating side file cabinets so that the layout ofdesks can be changed according to team meetings and work phases.
• Future Center
A conference room was established in a building located at a distance slightly away from the head office as a place
to discuss issues that are difficult to resolve in daily workplaces in a cooperative and creative manner in afree-flowing atmosphere. Employees who have received facilitator training facilitate meetings to enable more
effective discussions.
• Mentor-mentee system
Under this system, senior employees (mentors) from different departments offer advice and support young
employees (mentees) to build relationships between supervisors and subordinates.

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In response to changes in the environments faced by families and local communities, the Tokio Marine Group has
been working to achieve harmony between work and life from the perspective of creating a corporate climate inwhich employees respect each others' diverse values.

Diverse and Flexible Style of Working
As an initiative to support diverse and flexible working styles, the Group has established a range of systems
including nursing care leave and volunteer work leave. The "I-Turn System" under Tokio Marine & Nichido's Job
Request System has also been designed in consideration of flexible working styles.
*"I-turn" transfers: A transfer in which employees not subject to relocation can continue working after changing
localities due to reasons such as marriage or a spouse's relocation. The Tokio Marine Group supports the balance
between work and childcare.
Number of Employees Who Used the Systems (Domestic Companies Subject to Consoldiation)
Fiscal 2009

Fiscal 2010

Nursing care leave

6

9

Volunteer work leave*

184

152

* Results of Tokio Marine & Nichido only.

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Work/Life Balance Support
The Tokio Marine Group supports the balance between work and childcare.

Tokio Marine & Nichido has introduced "8 packages of full childcare support" as a system for protecting
motherhood and childcare support. In recognition of this system and the company's other proactive initiatives for
employees' childcare support, Tokio Marine & Nichido received the Himawari Award 2010 in the corporate category
from Himawari no Kai, a non-profit organization approved by the Cabinet Office, Government of Japan. Additionally,in October 2010, the company won the excellent prizes in both sections of the "equality promotion company
section" and "family-friendly company section" by the Director of the Tokyo Labor Bureau at the 2010
Equality/Balance Promotion Company Commendation, which is hosted by Japan's Ministry of Health, Labor andWelfare. In February 2011, the company also received the Outstanding Award under the 2010 Nagoya City
Childcare Support Company Certification and Commendation System, which is implemented by Nagoya CityAt the same time, Tokio Marine & Nichido Life has been promoting the upgrade of systems such as enabling
employees, who utilize the Life Balance System (Short Working Hours System), to set their working hours in
30-minute increments.
Additionally, in recognition of proactive initiatives for employees' childcare support, Tokio Marine & Nichido, Tokio
Marine & Nichido Life and Tokio Marine & Nichido Systems were granted the "Next Generation Certification Mark
(Kurumin)" subsequent to accomplishing the "General Business Owner Action Plan based on the Next Generation
Nurturing Support Measures Promotion Law" by the Tokyo Labour Bureau.
Number of Employees Who Used the Systems (Domestic Companies Subject to Consolidation)
Systems

Fiscal 2009(As of July 1, 2010)

Fiscal 2010(As of July 1, 2011)(1) Retiree rehiring system

026(2) Maternity leave system

280

302

(3) Childcare leave system

400 (incl. 20 male employees)

505 (incl. 25 male employees)

327

414

(4) Short working hours system

In addition to the above-mentioned systems, Substitution by Full-Time Employees, Resumption of Work Support
System, Support of Use of Babysitters and Partnered Childcare Centers (approximately 1,000 locations as of April2010) and other systems have been established to support female employees who are raising children.

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Each member company of the Tokio Marine Group has been making efforts to build an environment in which
employees can work with enthusiasm by providing both physical and mental health care for its employees.

Health Management
Each member company of the Tokio Marine Group establishes Health Management Offices and Health
Consultation Offices with industrial physicians and nursing staff at main bases and carries out various measures
such as measures for metabolic syndrome and helping persons to stop smoking.
Rate of Employees who Received Health Check (Domestic Companies Subject to Consolidation)
Fiscal 2009

Fiscal 2010
99.6%

99.9%

Industrial Accidents (Domestic Companies Subject to Consolidation)
Fiscal 2009

Fiscal 2010

Occupational accidents

57 persons

60 persons

Commuting accidents

42 persons

52 persons

Mental Health Care
The Tokio Marine Group is actively promoting mental health measures by recognizing the importance of pursuing
the maintenance and improvement of employees' mental health in terms of corporate management.
Tokio Marine & Nichido established the Basic Policy on Mental Health Measures, in which information related tomental health is posted on the internal intranet to promote self-management and line care. At the same time,
initiatives are also undertaken to maintain a good workplace environment by posting stress check tools formeasuring the level of mental health in the organization. Additionally, support is also provided by specialists bothinternally and externally, including mental health counseling by nursing staff and counselors.
Other Group companies, including Nisshin Fire, Tokio Marine & Nichido Life and Tokio Marine & Nichido Financial
Life have also been working to deepen understanding of mental health matters by conducting mental health training
while also developing counseling systems.

161Social Responsibility
Relations with Stakeholders

The Tokio Marine Group is working to vitalize internal, two-way communication through various occasions.

Direct Dialogue between Employees and Executives
With the goal of vitalizing communication between employees andexecutives, since fiscal 2006 Tokio Marine & Nichido has held offsite
meetings known as "Wednesday dialogues." In fiscal 2010, 10 sessions
were held in total, at the head office and in Sendai and Nagoya. A total of
300 people took part in these dialogues, which featured the frank exchangeof opinions between employees and executives.
In addition, regarding dialogues with the president held during his visits tothe front lines of business since fiscal 2007, a total of 5,387 employees
participated, and a total of 196 persons have taken part in "Free Talks," inwhich executives in charge of the service departments visit the front lines.
Each of these programs has been evaluated highly as leading to an
improvement in motivation through the direct communication ofmanagement's rationale and the directions in which the company is moving.

Sound Labor-Management Relations
Tokio Marine & Nichido builds strong relationships of trust by means of labor contracts concluded between thecompany and its labor union (approximately 15,000 members). The company conducts repeated negotiations andconsultations with its labor union about a wide range of topics, from payroll and human resources systems andworkplace health and safety to management policies, through such means as joint labor management conferences
held nearly 35 times annually and daily consultations between permanent representatives. Additionally, Tokio
Marine & Nichido is also conducting negotiations and consultations in a sincere manner with other labor unions inorder to resolve respective issues.
Labor Union Participation Rate(Domestic Group Companies)
Fiscal 2009

Fiscal 2010

87.4%

81.1%

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Social Responsibility
Relations with Stakeholders

CSR Communication Meetings
The Tokio Marine Group is holding CSR Communication Meetings across domestic subsidiaries to promote theexchange of opinions with employees, with the goals of deepening employees' understanding of CSR initiatives
and penetrating these initiatives throughout the organization as well as reflecting these opinions in future CSR
initiatives and measures. These meetings featured a straightforward exchange of opinions on the Tokio Marine
Group's CSR initiatives and CSR activities conducted in respective workplaces. Comments received fromparticipants included that "understanding CSR initiatives has led to increased motivation.""Family Day" for Families to Understand Employees' Work
Each member company of the Tokio Marine Group is holding Family Day, inwhich employee families are invited to the company to deepen
understanding about the company and work tasks. At the Tokio Marine &Nichido head office and Shinjuku Building, the event consisted a puppet
show and games to learn the relevance of insurance for handling various
troubles such as traffic accidents. Tokio Marine Nichido Outsourcing
Management and Tokio Marine & Nichido Life head office also provided an
opportunity to enjoy experiencing the workplace through various events
such as a workplace tour and name card exchange with the president.
Comments received from family members who participated the event
included that "it was a good opportunity for the children to think about theirparents' work.

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Social Responsibility
Relations with Stakeholders

The Tokio Marine & Nichido Group formulated the Group Code of Conduct and the Principle Transactions, which
outlines the items that should be followed in terms of conducting transactions. In doing so, the Group and business
partners will fulfill their social responsibilities while also mutually achieving sustainable development.

Tokio Marine & Nichido Group Principle of Transactions
The Tokio Marine & Nichido Group conducts transactions based on the following policies and aims to realize
sustainable development with business partners (purchasers and consignees) and to fulfill its social
responsibilities.
1. Compliance with laws, regulations and social norms
The Tokio Marine & Nichido Group complies with laws, regulations and social norms in every country and area
when conducting transactions. We make every effort to reject relationships with anti-social forces and any undue
claims from them.
2. Promoting fair and honest transactions
The Tokio Marine & Nichido Group selects business partners in a fair and honest manner based on comprehensive
consideration of compliance with laws, regulations and social norms, business conditions, reliability, environmental
activities, quality and prices of products, services and certainty of delivery period, among others.
3. Thorough information management
The Tokio Marine & Nichido Group thoroughly conducts appropriate management and protection of informationacquired through business partners.
4. Consideration for the environment
The Tokio Marine & Nichido Group promotes the purchase of products with the least impact on the environment(purchase of green products) and works in cooperation with business partners to promote the creation of arecycling-oriented society.
5. Strengthening relationships of trust
The Tokio Marine & Nichido Group endeavors to build good partnerships based on trust through frequent
communication with domestic and overseas business partners and mutually gaining a deeper understanding.

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Contributions to the Global Environment
・Response to Climate Change
・Preservation of Biodiversity

This e-CSR Report 2011 was produced based on information posted on the Company’s website.

Social Responsibility
Contributions to the Global Environment*Refer to following links for the Group's main CSR issues related to "Response to climate change."
Risk Research

Provision of Insurance Products and Services

Environmental Investment

Environmental Consulting

Reduction of Environmental Impact

Environmental Enlightenment and Social Contribution

The Tokio Marine Group is promoting initiatives for the preservation and sustainable use of biodiversity.

166Social Responsibility
Contributions to the Global Environment

The Tokio Marine Group is promoting initiatives for the preservation and sustainable use of biodiversity.

Relationship with Biodiversity
The Tokio Marine Group engages in global business, using paper, energy and other resources around the world.
Our business therefore imposes a burden on the global environment. The insurance industry consumes large
amounts of paper resources in particular, and we pay attention to the impact that we have on forest ecosystems.
The Tokio Marine Group is conducting the following programs in coordination with its stakeholders to reduce ourburden on the global environment and biodiversity and help preserve biodiversity.

1. We endeavor to understand our relationship with biodiversity (benefits and impact) in our businessactivities, to reduce our impact on biodiversity and to preserve biodiversity.
2. We engage in educational activities on the preservation of biodiversity for the general public and workwith our stakeholders to contribute to the development of a sustainable society.

Participation in the "Promotion Partners" Program under "The Declaration of
Biodiversity by Nippon Keidanren"
Tokio Marine & Nichido supports The Declaration of Biodiversity by Nippon Keidanren and in January 2010 joined
the Promotion Partners program under the declaration. Our business activities comply with the declaration and its
behavioral guidelines.
The Declaration of Biodiversity by Nippon Keidanren (Japanese only)

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Contributions to the Global Environment

Contributing to the Preservation of Biodiversity through Our Businesses"Green Gift" Project(Summary of program)
Our Eco-friendly products and services enable us to contribute to protection of the global environment in
partnership with our customers and agents.
Tokio Marine & Nichido encourages its customers to opt for Web-based insurance contracts (clauses), which areavailable for viewing on the Web instead of in paper form, for auto, fire and other insurance. In the Green Gift
Project, every time a policyholder chooses this option, we donate funds for the planting of two mangrove saplings
to a mangrove planting project.
(Program impact)
By choosing Web contracts, our customers help us to save paper resources. At the same time, they also help toreduce environmental impacts from paper production, transportation to the company, delivery to the customer anddisposal as waste. In addition, Tokio Marine's contribution to a mangrove planting project provides various benefits
to the Earth, because of the effectiveness of mangroves in preventing global warming and preserving ecosystems.
We look forward to continuing this project in the future and to contributing to the conservation of paper resources,
prevention of global warming and preservation of biodiversity.

Tokio Marine & Nichido "Green Gift" Project (Japanese only)168

Social Responsibility
Contributions to the Global Environment

Contributing to the Preservation of Biodiversity through Social Contribution
Activities
Mangrove Planting Project(Summary of program)Since 1999, the Tokio Marine Group has been conducting a mangrove planting [plantation] project primarily inSoutheast Asia, recognizing that mangroves are the "forests in the sea," an important component in protection of
the global environment and conservation of ecosystems whose numbers have been depleted through large-scale
deforestation. During the 11-year period to fiscal 2010, we planted 6,824 hectares in seven countries covering
Southeast Asia, Fiji and India.
This project is conducted in partnership with the NGOs Action for Mangrove Reforestation (ACTMANG), The
Organization for Industrial, Spiritual and Cultural Advancement-International (OISCA) and International Society for
Mangrove Ecosystems (ISME).
(Relationship between mangrove planting and biodiversity)
Mangroves help to prevent global warming by absorbing and stabilizing large volumes of CO2. They also play therole of a levee, protecting people and the ecosystem from tsunamis and other natural disasters.
In addition, mangroves are known as the "cradle of life" for the key role that they play in nurturing rich ecosystems
and serving as the source of the coastal food chain.
(Program impact)"Mangrove" is a generic term for flora that thrives along tropical and subtropical coastlines and river mouths.
Mangroves are sometimes referred to as the "forests in the sea." They have many benefits for human beings andthe Earth.
Mangroves absorb and stabilize large volumes of CO2, one of the factors in global warming, thus contributing to theprevention of global warming.
They also serve as natural levees to protect people from tsunamis and other disasters. Mangroves protected andsaved the lives of many people from the tsunami that occurred in the Indian Ocean as a result of the earthquake off
the island of Sumatra in December 2004.
The roots of mangrove trees also serve as a "cradle of life," providing a safe space where fish can spawn and small
fish, crabs, shrimp and other animals thrive in a rich ecosystem.
Mangroves provide fishery and forest resources that are essential to the lives of local communities. The stability
and improvement that they bring to living standards contribute to sustainable development of the area in which they
are planted.

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Contributions to the Global Environment

Indian Ocean tsunami from the earthquake off the island of Sumatra in December 2004

Mangrove planting area in Ranong, Thailand, in which

Tale Nok near Ranong, Thailand, which did not havethe area behind the mangroves was protected frommangroves, was damaged by the tsunami.

tsunami damage

Ecosystem surrounding mangroves"100-Year Mangrove Plantation" Declaration
The Tokio Marine Group considers mangroves as "insurance for the
future of the Earth" because they protect the planet and people's
lives and bring benefits. We are committed to being involved in the
mangrove planting project for 100 years.

Mangrove Planting Project170

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Contributions to the Global Environment

Green Lessons: The Mangrove Story
The Tokio Marine Group, together with its employees and agents, conducts environmental education via planting
mangroves in addition to activities to enhance environmental awareness.
Since 2005, group employees and agents have served as lecturers, sent to elementary schools and schools forstudents with special needs throughout Japan under the environmental education program "Green Lessons: The
Mangrove Story." By the end of March 2011, the program had taught approximately 30,600 children and students at
approximately 440 schools about the prevention of global warming and preservation of biodiversity andecosystems. Classes describe the impact that mangrove planting has on the preservation of ecosystems and teachthe importance of preserving biodiversity.

Environmental education program "Green Lessons: The Mangrove Story"

Economic Benefits of Biodiversity and Ecosystems through Mangrove
Planting (Thailand)
Research related to the economic impact of mangrove forests on biodiversity was reported in The Economics of
Ecosystems and Biodiversity (TEEB) study, which was launched at the 10th Conference of the Parties to theConvention on Biological Diversity (COP10) in 2010. Based on the study results, Tokio Marine & Nichido
conducted a preliminary calculation of the economic benefits of mangrove planting project in Thailand incooperation with Ernst & Young ShinNihon Sustainability Institute Co., Ltd.

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Contributions to the Global Environment

Tokio Marine & Nichido began planting trees in Thailand in 2000 and planted mangroves in a total area
encompassing 1,016 hectares over a 11-year period up until fiscal 2010. During this period, we used details
outlined in the TEEB study and relevant papers to estimate and compile the benefits effects by the respective itemsof "self-sufficiency in food and gathering of timber and biomass fuels by local residents," "increase in commercial
fish catches," "mitigation of damages caused by storms," "corrosion control along coastlines" and "absorption ofgreenhouse gases."
As a result, the economic benefits amounted to a cumulative total of approximately 4.46 billion yen by 2030
(approximately 4.40 million yen per hectare over a total of 30 years from the commencement of mangrove planting).
Additionally, the economic benefits for a single year will be increased to more than approximately 250 million yen in
2022, and although it will subsequently trend downward, the amount is expected to remain at a base level ofapproximately 240 million yen from 2030 onwards per year.
A report of the United Nations Environment Programme (UNEP) stated that the costs of mangrove planting amount
to approximately 95,000 yen per hectare, which in turn, indicates that plantation can achieve various benefits on
biodiversity in the long term.

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e-CSR Report 2011

CSR Library・Editorial Policy
・CSR Dialogue
・Key Per formance Data
・GRI Content Index
・Recognition about ISO 26000
・External AssuranceThis e-CSR Report 2011 was produced based on information posted on the Company’s website.

Social Responsibility
CSR LibraryThis CSR Report is intended to report on the principal CSR activities of the Tokio Marine Group in fiscal 2010 tocustomers and all other stakeholders.

From fiscal 2011, we have positioned our web-based report as a full report and will disclose detailed information.
The content reported in the web-version of "Tokio Marine Group CSR Report" can be viewed as the e-CSR Report
PDF. This report is issued in conjunction with CSR Booklet 2011(Only Japanese) "Change What Can Be Changed
into Tomorrow's Strengths," which is intended to report on the Tokio Marine' Group's CSR activities in an easierto-understand manner.

CSR Website

e-CSR Report 2011 PDF

CSR Booklet 2011 "Change What
Can Be Changed into Tomorrow's
Strengths" (Japanese Only)

The web- version e-CSR Report 2011 focuses mainly on the philosophy and direction of the Tokio Marine Group's
CSR as well as on three key challenges (Providing Value through Our Core Businesses, Response to Climate
Change and Relations with Local Communities and Society) and provides details as well as results data regarding
initiatives taken for each stakeholder in these areas.
An economic report is issued in Tokio Marine Holdings Annual Report 2011.
Annual Report 2011174

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Guidelines referred to in preparing this Report
Global Reporting Initiative (GRI) Sustainability Reporting Guidelines 2006
United Nations Global Compact "Guidelines for Communication on Progress (COPs)"
ISO 26000 Guidance on Social Responsibility

Scope of this Report
Organizations covered in this Report
Fundamentally, this Report covers Tokio Marine Holdings and its principal domestic and overseas Group member
companies.**Tokio Marine & Nichido, Nisshin Fire, Tokio Marine & Nichido Life, Tokio Marine Asset Management, etc.

Reporting period
This Report covers details of activities conducted primarily during fiscal 2010 (April 2010-March 2011). However,for the purpose of further clarification, on occasion, reference is made to activities undertaken outside the reporting
period.
Principal changes during the reporting period:
None

Dates of publication (Japanese)Previous edition: August 2010
Current edition: September 2011
Next edition: August 2012 (planned)

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The Tokio Marine Group invited prominent figures from among various fields and asked their opinions about thedirection of the Group's CSR initiatives from a medium-term perspective. Some opinions offered by these experts
are provided herein.

Fiscal 2010 CSR Dialogue

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CSR LibraryParticipants (Affiliations and positions are as of the date of the convening of the dialogue.)

Junko Edahiro

Yoshifumi Tajiri

Founder and President, e's Inc.

Director and Secretary GeneralSpecified Nonprofit Organization Japan NPO
CenterPeter David Pedersen

Yoshihiro Fujii

Chief Executive, E-Square Inc.

Professor, Graduate School of Global
Environmental Studies
Sophia University

Shuzo Sumi

Hiroshi Amemiya

Tsuyoshi Nagano

President and Chief Exectutive

Executive Vice PresidentManaging Director

Officer

Tokio Marine Holdings, Inc.

Tokio Marine & Nichido Fire

Tokio Marine Holdings, Inc.

Insurance Co., Ltd.

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1. Approach to Strategic CSR
Principal opinions of experts
Fujii: From the perspective of raising corporate value, the management team should strategically organize andclearly articulate to shareholders and other diverse stakeholders "How CSR will be integrated into corporate
management" and "For what purpose CSR is being implemented." Management members are being asked to show
their resolve in these areas.
Edahiro: As an example, I believe it is desirable to clearly demonstrate thinking that shows the company wants
employees to go out into the community and raise various questions for the benefit of the community and for
employees to grow through CSR. Also, it is important to provide support as a company when employees participate
in volunteer activities.

Tokyo Marine Group Response
We believe that participation in CSR activities can raise employee motivation and vitalize communication as well as
instill employees with pride in their company. This will also have a positive effect on our main businesses. CSR
activities are also valuable opportunities for enabling such "realizations" among employees and we will consider theways we convey our message to employees and the ways we provide support as a company.

2. Approach to Global CSR
Principle opinions of experts
Pedersen: To further deploy leadership globally, it is desirable to establish a global structure and Key
Performance Indicators(KPI) of CSR.
Edahiro: I think your role in Japan is large, but on a global basis as well you should also fulfill the role of anindustry leader in CSR as a representative of Asia.

Tokio Marine Group's Response
We will strengthen our global-based CSR management and will consider establishing global common quantitative
targets (indexes) for CSR.
We will exercise leadership in the insurance industry through participation in UNEP FI (United Nations Environment
Program Finance Initiative) and ClimateWise.

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3. Innovative Initiatives
Principle opinion of expert
Pedersen: Besides merely reducing CO2 emissions and paper usage, I hope you will undertake environmentallyconscious innovative initiatives, for example, total adoption of FSC-certified paper and investing in renewableenergy.

Tokio Marine Group's Response
Taking this opinion into consideration, we will promote initiatives for finding solutions to various social issues.

4. Solving Social Issues
Principle opinions of experts
Edahiro: The type of awareness of such social problems as poverty and global warming as well as how these
problems are addressed is the essence of CSR and this awareness will lead to the realization of "initiatives suited
to that company." While cooperating with governments and NPOs, I hope to see the implementation of initiatives
that lead to solutions to social problems.
Tajiri: In working toward resolving social issues, I think that a company should identify both what it is able andunable to do and then strengthen collaboration with NGOs in fields covered by these NGOs. In particular, when
considering initiatives undertaken overseas such as BOP (Base/Bottom of Pyramid) business, maintaining
communications with NGOs, which have a good understanding of local issues, is very effective.

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Tokio Marine's Response
In Asia, our Mangrove Planting Project is becoming a major pillar and we recognize that one of our tasks will be to
make efforts over the medium term to promote environmentally conscious businesses and businesses that promote
the advance of communities in the tree-planting regions.
For ISO 26000 as well, instead of undertaking simple volunteer activities, we are placing high importance on
carrying out activities that contribute to resolving social problems in each region. Going forward, we will promotecollaborative efforts (activities support and employee participation) with NPOs/NGOs and other organizations.

Responding to Opinions in the CSR Dialogue
As the aging of society and global warming become urgent social issues, we have begun working to findsolutions to these issues through the "Green Gift" Project, the Movement to Protect Customers from Cancer
and other initiatives. Taking into consideration the opinions received today, we will steadily expand initiatives
that will help create solutions to these and other social issues. Concurrently, we will continue working tobuild a corporate culture in which employees are able to think, communicate and act independently.
Hiroshi Amemiya
Executive Vice President
Tokio Marine Holdings, Inc.

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Tokio Marine implements a variety of CSR measure.
Here we provide principal CSR data for the Tokio Marine Group.

Reporting Organizations/Reporting Period
Organizations covered: Covered by consolidated accounting (Tokio Marine Holdings and domestic and overseas
group member companies)
Reporting period: Report on results for fiscal 2010 (April 2010 - March 2011).

Corporate GovernanceFor details, please refer to the "Corporate Governance." and the "shareholder's Meeting."

Items concerning organization composition and organization operation
Organization format

A company with auditors

Relationship with Directors

Chairman of the Board of Directors

Chairman(except when concurrently serving as president)

Number of directors

11

Status of appointment of outside directors

Appointed

Number of outside directors

3

Number of outside directors designated as
independent directors

3

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Relationship with Corporate Auditors
Establishment of a Board of Corporate Auditors

Established

Number of corporate auditors

5

Status of appointment of corporate auditors

Appointed

Number of outside corporate auditors

3

Number of outside corporate auditors designated as
independent directors

3

Incentives

Implementation of measures concerning the granting of
incentives to directors

Introduction of a performance-based
compensation system
Introduction of a stock option system

Compensation for full-time directors (including non-members of the Board) of Tokio Marine Holdings consists ofthree elements: fixed compensation, bonuses related to the business performance of the Company and theperformance of the individual, and stock options. Compensation for part-time directors of Tokio Marine Holdings
consists of two elements: fixed compensation and stock options. Compensation for corporate auditors of Tokio
Marine Holdings consists of one element: fixed compensation.
The compensation system for directors (including non-members of the Board) and corporate auditors of theCompany's principal business subsidiaries shall generally be identical to that applied to directors (including
non-members of the Board) and corporate auditors of the Company.

Persons eligible for the granting ofInternal directors, outside directors, employees, directors ofstock options

subsidiaries, employees of subsidiaries

Employees of the Company and its subsidiaries who are eligible for the granting of stock options are the executive
officers of their respective companies.

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Matters Related to Compensation for Directors
Disclosure of compensation for individual directors

Compensation disclosed only for some directors

The amount of compensation is disclosed individually for directors whose total compensation, including
consolidated compensation and others, exceeds 100 million yen.

Policies for determining compensation amounts and calculation method

Yes

Basic policies for determining compensation for directors and corporate auditors of the Company and its principal
business subsidiaries are as follows:
Ensure "transparency," "fairness" and "objectivity" regarding compensation for directors (including nonmembersof the Board) and corporate auditors;
Strengthen incentives for improving the business performance of the Company by introducing a performancelinked compensation system;
Enhance accountability through sharing returns with shareholders by introducing compensation system linked tomeeting the Company's business results indices based on the management strategy and Company share price;
andFully implement a performance-based pay system through processes designed to objectively evaluate individual
performance of directors (including non-members of the Board) with respect to management objectives.
In order to determine the level of compensation for directors (including non-members of the Board) and corporate
auditors, the company shall set the standard of compensation for each position, depending on the responsibilities
of directors (including non-members of the Board) and corporate auditors, and take the business performance of
the Company and the level of compensation of other companies into consideration.

Convening of the Board of Directors
Number of times convened

10 times

Supplementary note: Outside directors shall attend more than 8 of the 10 meetings.Corporate auditors shall attend
more than 90% of the Company's Meeting of the Board of Corporate Auditors.

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Investor Relations (IR) Related Information

IR information briefings for individual
investors

IR information briefings for individual investors are convened bymeans of information briefings for individual investors (one time) andsecurities company investment seminars (two times).

Information briefings for analysts

We hold information briefings such as business results IR briefings

and institutional investors(twice per year) for institutional investors.

Information briefings for overseas
investors

We held these meetings seven times in the Americas, Europe andAsia and made a total of 155 individual company visits to overseas
institutional investors.
Through our website, we provide information on our business

Disclosure of IR materials on our
websiteresults, the timely disclosure of materials other than business results,
securities reports, IR information briefing materials and videos, videocommentary on flash reports of monthly business results of principal
subsidiaries and other materials.

Compliance/Risk Management
Information Security
From the perspective of strengthening compliance, the Tokio Marine Group has acquired certification for
information security that includes the Privacy Mark and Information Security Management System (ISMS)
certifications.

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CSR LibraryGroup member company

Certification dateCertification

Tokio Marine & Nichido Communications

Mar. 2006

ISMS

Tokio Marine & Nichido Career Service

Jun. 2006

Privacy Mark

Aug. 2006

ISMS

Dec. 2006

ITSMS*

Tokio Marine & Nichido Risk Consulting

Jun. 2007

Privacy Mark

Millea Mondial

Aug. 2007

Privacy Mark

Sep. 2007

ISMS

Tokio Marine & Nichido Systems

Tokio Marine & Nichido Medical Service(Health Promotion Dept.)*Third-party certification system on operational management of IT services (ISO/IEC 20000)

Response to Customers
Customer Survey (Fiscal 2010)
We implement surveys on a regular basis to ascertain customer satisfaction levels and gather customer opinions
and requests. For reference purposes, we report on the results of surveys by Tokio Marine & Nichido and Tokio
Marine & Nichido Life.
Tokio Marine & Nichido
Overall Level of Satisfaction regarding Products andOverall Level of Satisfaction regarding Contract

Services

Procedures

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Results of Automobile Insurance Survey: Level of Satisfaction regarding Overall Claims Services 94.4%

Tokio Marine & Nichido Life186

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Declaration of Conformity to Complaint Management System (ISO 10002* Customer
Satisfaction Standard)
To standardize the process for responding to "the opinions of customers," Tokio Marine & Nichido, Nisshin Fire &Marine and Tokio Marine & Nichido Life carry out business operations in conformance with ISO 10002 and we areconfirming that each company is compliant with ISO 10002.
*ISO 10002: International standard concerning complain management systems issued by the International
Organization for Standardization (ISO).

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Environment (Tokio Marine Group)
Emissions of CO2 from energy sources (estimate)- Companies covered: Domestic and overseas Group companies (companies subject to consolidated
accounts)- Results
FY201073,692 tons (reduction of 7.0% from the previous year)- Breakdown

Scope 1

DirectGas, gasoline and others

17,231 tons

Scope 2

IndirectElectricity and others

52,147 tons

Scope 3

Other

Business travel (by air)

4,314 tons

domestic: 13,790 tons
overseas: 3,442 tons
domestic: 43,800 tons
overseas: 8,347 tons
domestic: 2,645 tons
overseas: 1,669 tons

The subject, activities and CO2 emission, removal volumes and retirement of emission credits are pursuant to
ISO 14064-1 and the "Calculation, Reporting and Publication System for Greenhouse Gas Emissions based on
the Act on Promotion of Global Warming Countermeasures." Scope 3 ("Business travel by air") shows data
corresponding to 73.5% of the entire Group (on the basis of the number of employees).

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Environmental Impact Data(estimated figures)

Units

FY2010Electricity consumption

1,000 kWh

138,196 (reduction of 2.7% from the previous year)

Gas consumption

1,000 m3

1,861 (reduction of 5.3% from the previous year)

Gasoline consumption

kℓ5,515 (reduction of 1.1% from the previous year)

Business travel (by air)

1,000 Km

29,686

Paper consumptiont

10,637189

Social Responsibility
CSR Library- Data Calculation Method
CO2 emission calculation organizational boundaries, activities boundaries, method of calculation and CO2 emission
factors refer to "ISO14064-1" and the "Mandatory Greenhouse Gas Accounting and Reporting System" based onthe "Act on the Promotion of Global Warming Countermeasures."

Environment (Tokio Marine & Nichido)
Emissions of CO2 from Energy Sources
FY201045,234 tons (reduction of 8.3% from the previous fiscal year)

CO2 Removal

FY2010CO2 emissions 45,234 tons
Scope 1

DirectGas, gasoline and others

9,363 tons

Scope 2

IndirectElectricity and others

34,284 tons

Scope 3

Other

Business travel (by air)

1,587 tons

CO2 removal 58,000 tons
CO2 removal through mangrove planting

58,000 tons

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Environmental Impact Data(estimated figures)

Units

FY2010Electricity consumption

1,000 kWh

96,365 (reduction of 7.6% from the previous year)

Gas consumption

1,000 m3

1,199 (increase of 11.4% from the previous year)

Gasoline consumptionkℓ2,827 (reduction of 2.2% from the previous year)

Business travel (by air)

1,000 Km5,825 (reduction of 70.1% from the previous year)

Water consumption

1,000 m3

347 (reduction of 6.2% from the previous year)

Paper consumptiont7,624 (reduction of 19.7% from the previous year)

Waste

t

1,902 (reduction of 11.7% from the previous year)

Recycling rate%

66 (change of ±0% from the previous year)(Note)
CO2 emission calculation organizational boundaries, activities boundaries, method of calculation and CO2 emission
factors refer to "ISO14064-1" and the "Mandatory Greenhouse Gas Accounting and Reporting System" based onthe "Act on the Promotion of Global Warming Countermeasures (Global Warming Countermeasures Law).""Removal by mangroves" refers to the clean development mechanism (CDM) of using forest sinks to store CO2.

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Human Rights and Labor
Basic Data
- Number of employees (As of March 31, 2011)
Total number of employees

29,758Domestic

24,193

Overseas

5,565 (Asia 1,920, North and Central Americas 3,100, Europe 545)

- Basic employee data (Tokio Marine & Nichido, as of March 31, 2011)
Average age

40.7

Average years continuously employed

10.5

Average salary

approx. 8,210 thousand yen- Number of female managers (for the entire Tokio Marine Group in Japan as of July 1, 2011)
FY2009FY2010189 persons(% of all managers: 4.1%)

182 persons(% of all managers: 4.6%)- Number of employees using the system for continued employment of older employees (domestic
companies subject to consolidation)
FY2009 (as of July 1, 2010)

FY2010 (as of July 1, 2011)

272

414

- Rate of employment of persons with disabilities (domestic Group companies)
FY2009 (as of July 1, 2010)

FY2010 (as of July 1, 2011)

2.06%

2.09%

192

Social Responsibility
CSR LibraryProtecting motherhood system- Retiree rehiring system (domestic companies subject to consolidation)
FY2009FY2010026- Maternity leave system (domestic companies subject to consolidation)
FY2009FY2010280

302- Childcare leave system (domestic companies subject to consolidation)
FY 2009

FY 2010400 (incl. 20 male employees)

505 (incl. 25 male employees)- Short working hours system (domestic companies subject to consolidation)
FY2009FY2010

327

414

193

Social Responsibility
CSR Library

Others- Rate of employees who received health check (domestic companies subject to consolidation)
FY2009FY2010

99.6%

99.9%

- Industrial accidents (domestic companies subject to consolidation)
FY2009FY2010Occupational accidents

57

60

Commuting accidents

4252- Nursing care leave system (domestic companies subject to consolidation)
FY2009FY2010

6

9- Labor union participation rate (domestic companies subject to consolidation)
FY2009FY2010

87.4%

81.1%

- Human rights training participants (domestic companies subject to consolidation) of employees
receiving training
FY2009FY2010

99.9%

99.9%

- Job request system (Tokio Marine & Nichido)
FY2010FY2011

Applicants 271

Applicants 301

Approval 99

Approval 96

194

Social Responsibility
CSR Library- (Number of people using) Volunteer activity leave system (Tokio Marine & Nichido)
FY2009FY2010184152Social Contribution Activities- Employee participation rate in volunteer activities (domestic companies subject to consolidation)
FY2009FY2010

44.6%

55.5%

- Donations (including monetary and in-kind donations by employees and agents)
Approximately 722 million yen(includes disaster support of approximately 67
Monetary donations

million yen for responding to torrential rainfall in the Amami region, an
outbreak of foot-and-mouth disease in Miyazaki Prefecture, the Great East
Japan Earthquake and others)- Matching gift system (Tokio Marine Holdings and Tokio Marine & Nichido)
FY2009FY20101.8 million yen

31.3 million yen

195Social Responsibility
CSR Library

In this CSR Report, we provide information mainly about the Tokio Marine Group's CSR activities that have a highdegree of importance and that are highly relevant as topics.

Item

Link

1. Strategy and Analysis
1.1Statement from the most senior• Message from the President

decisionmaker of the organization
about the relevance ofsustainability to the organizationand its strategy.
1.2

Description of key impacts, risks,• Tokio Marine Group's CSR

and opportunities.

• Key CSR Issues of the Tokio
Marine Group2. Organizational Profile
2.1
2.2

Name of the organization.

• Annual Report

Primary brands, products, and/or• Annual Reportservices.
2.3

Operational structure of the• Annual Reportorganization.
2.4

Location of organization's• Annual Report

headquarters.
2.5

Number and names of countries• Annual Report

where the organization operates.
2.6

Nature of ownership and legal• Annual Report

form.
2.7

Markets served.

• Annual Report

2.8

Scale of the reporting organization.

• Annual Report

Significant changes during the• Annual Report

2.9

reporting period regarding size,
structure, or ownership.

196

2.10

Awards received in the reporting• External Evaluations andperiod.

Awards3. Report Parameters
Report Profile
3.1

Reporting period (e.g.,• Editorial Policy

fiscal/calendar year) for information
provided.
3.2

Date of most recent previous• Editorial Policy

report (if any).
3.3

Reporting cycle• Editorial Policy

3.4

Contact point for questions• e-CSR Report

regarding the report or its contents.
Report Scope and Boundary
3.5

Process for defining report content.

• Editorial Policy• Key CSR Issues of the Tokio
Marine Group

3.6
3.7

Boundary of the report.

• Editorial Policy

State any specific limitations on the• Editorial Policy

scope or boundary of the report.
3.8

Basis for reporting on entities that-can significantly affectcomparability from period to period
and/or between organizations.
3.9

Data measurement techniques and• Reduction of Environmental

the bases of calculations.
3.10

Reasons for any re-statements of

Impact-information provided in earlier
reports.
3.11

Significant changes from previous

Not Applicable

reporting periods in 3.6 or 3.9
3.12

Table identifying the location of the• GRI Content Index

Standard Disclosures in the report.
3.13

Policy and current practice with• External Assurance

regard to seeking external
assurance for the report.
4. Governance, Commitments and Engagement
Governance

197

4.1

Governance structure of the• Corporate Governanceorganization.
4.2

Indicate whether the Chair of the• Members of Management

highest governance body is also
an executive officer.
4.3• Corporate GovernanceState the number and gender ofmembers of the highest
governance body that are
independent and/or non-executive
members.

4.4• Relations with Employees

Mechanisms for shareholders andemployees to provide
recommendations or direction to
the highest governance body.

4.5• Corporate Governance

Linkage between compensation for
management,and theorganization's performance(including social and environmental
performance).

4.6• Corporate Governance

Processes in place for the highest
governance body to ensure
conflicts of interest are avoided.

4.7

Process for determining the-qualifications, and expertise of themembers of the highest
governance body for theorganization strategy on economic,
environmental and social topics.
4.8

Internally developed statements of• Tokio Marine Group's CSR

mission or values, codes ofconduct, and principles relevant toeconomic, environmental, andsocial performance and the statusof their implementation.
4.9

Procedures of the highest• Tokio Marine Group's CSR

governance body for overseeing
the organization's identification andmanagement of economic,
environmental, and social
performance.
4.10

Processes for evaluating the• Tokio Marine & Nichido

highest governance body's own

Corporate Value Index andperformance.

CSR Index

Commitments to External Initiatives

198

4.11

Explanation of whether and how• Tokio Marine Group's CSR

the precautionary approach or• CSR Dialogue

principle is addressed by theorganization.
4.12• Participation in External

Externally developed economic,
environmental, and social charters,

Initiatives

principles, or other initiatives to• Environmental Enlightenment

which the organization subscribes

and Social

or endorses.

Contribution/Participation inInternational Initiatives

4.13

Memberships in associations• Participation in External

and/or national/international

Initiatives

advocacy organizations:• Environmental Enlightenment
and Social
Contribution/Participation inInternational Initiatives

Stakeholder Engagement
4.14

4.15

List of stakeholder groups engaged• Tokio Marine Group's CSR

by the organization.

• CSR Dialogue

Basis for identification and-selection of stakeholders withwhom to engage.
4.16

Approaches to stakeholder• CSR Dialogue

engagement.
4.17

Key topics and concerns that havebeen raised through stakeholder• Key CSR Issues of the Tokio
Marine Group

engagement, and how theorganization has responded tothem.
5. Management Approach and Performance Indicators
Economic

Aspect: Economic Performance
EC1

Direct economic value generated• Annual Reportand distributed, including• Collaborative Work with Local

revenues, operating costs,

Communities and Society

employee compensation,
donations and other community
investments, retained earnings,

199

and payments to capital providers
and governments.
EC2• Response to Climate Change

Financial implications and otherrisks and opportunities for theorganization's activities due toclimate change.

EC3

Coverage of the organization's• Annual Report 2011 (P.130-

defined benefit plan obligations.
EC4

Significant financial assistance131)-

received from government.
Aspect: Market Presence
EC5

Range of ratios of standard entry-

level wage by gender compared to
local minimum wage at significant
locations of operation.
EC6• Tokio Marine & Nichido Group

Policy, practices, and proportion of
spending on locally-based

Principle of Transactions

suppliers at significant locations ofoperation.
EC7

Procedures for local hiring and-proportion of senior management
hired from the local community at
locations of significant operation.
Aspect: Indirect Economic Effects
EC8Development and impact of• Creating Mangrove Forests

infrastructure investments and• Collaborative Work with Local

services provided primarily for

Communities and Society

public benefit.
EC9Understanding and describing-

significant indirect economic
impacts, including the extent of
impacts.
ENVIRONMENTAL

Aspect: Environmental Performance
Aspect: Materials
EN1• Reduction of Environmental

Materials used by weight orvolume.

EN2

Percentage of materials used that

Impact-are recycled input materials.
Aspect: Energy

200

EN3

Direct energy consumption by• Reduction of Environmental

primary energy source.
EN4

ImpactIndirect energy consumption by• Reduction of Environmental

primary source.
EN5

Impact• Reduction of Environmental

Energy saved due to conservation

Impactand efficiency improvements.
EN6

Initiatives to provide energy--

efficient or renewable energy
based products and services, andreductions in energy requirements
as a result of these initiatives.
EN7

Initiatives to reduce indirect energy• Reduction of Environmental

consumption and reductions

Impactachieved.
Aspect: Water
EN8
EN9Total water withdrawal by source-

Water sources significantly

Not Applicableaffected by withdrawal of water.
EN10

Percentage and total volume of-water recycled and reused.
Aspect: Biodiversity
EN11

Location and size of land owned,

Not Applicable

leased, managed in, or adjacent to,protected areas and areas of highbiodiversity value outside protectedareas.
EN12

Description of significant impacts• Preservation of Biodiverityof activities, products, and services
on biodiversity in protected areas
and areas of high biodiversity
value outside protected areas.
EN13

Habitats protected or restored.

• Creating Mangrove Forests

EN14

Strategies, current actions, and• Response to Climate Change

future plans for managing impacts
on biodiversity.
EN15

Number of IUCN Red List species

Not Applicableand national conservation list
species with habitats in areas
affected by operations, by level ofextinction risk.

201

Aspect: Emissions, Effluent, and Waste
EN16

Total direct and indirect• Reduction of Environmental

greenhouse gas emissions by

Impactweight.
EN17

Other relevant indirect greenhouse• Reduction of Environmental

gas emissions by weight.
EN18

ImpactInitiatives to reduce greenhouse• Reduction of Environmental

gas emissions and reductions

Impactachieved.
EN19

Emissions of ozone-depleting-

substances by weight.
EN20

NO, SO, and other significant air-

emissions by type and weight.
EN21

Total water discharge by quality-and destination.
EN22

Total weight of waste by type anddisposal method.

EN23

Total number and volume of• Reduction of Environmental
ImpactNot Applicablesignificant spills.
EN24

Weight of transported, imported,

Not Applicable

exported, or treated waste deemedhazardous under the terms of theBasel Convention Annex I, II, III,and VIII, and percentage oftransported waste shippedinternationally.
EN25

Identity, size, protected status, and

Not Applicablebiodiversity value of water bodies
and related habitats significantly
affected by the reportingorganization's discharges of waterand runoff.
Aspect: Products and Services
EN26

Initiatives to mitigate environmental• Creating Mangrove Forests

impacts of products and services,• Response to Climate Change

and extent of impact mitigation.
EN27

Percentage of products sold and

Not Applicable

their packaging materials that arereclaimed by category.
Aspect: Compliance

202

EN28

Monetary value of significant fines

Not Applicableand total number of non-monetary
sanctions for noncompliance withenvironmental laws andregulations.
Aspect: Transport
EN29• Reduction of Environmental

Significant environmental impactsof transporting products and other

Impactgoods and materials used for theorganization's operations, andtransporting members of theworkforce.
Aspect: Overall
EN30

Total environmental protection-

expenditures and investments by
type.
Social Performance

Labor Practices and Decent Work

Indicators
Aspect: Employment
LA1• About Tokio Marine Holdings

Total workforce by employment
type, employment contract, andregion.

LA2• About Tokio Marine Holdings

Total number and rate of new
employee hires and employee
turnover by age group, gender,and region.

LA3

Benefits provided to full-time• Relations with Employees

employees that are not provided totemporary or part-time employees,
by significant locations ofoperation.
Aspect: Labor/Management Relations
LA4

Percentage of employees covered• Relations with Employees

by collective bargaining
agreements.
LA5

Minimum notice period(s)-regarding operational changes,
including whether it is specified incollective agreements.
Aspect: Occupational Health and Safety
LA6

Percentage of total workforce• Key Performance Data

represented in formal joint
management–worker health and203safety committees that help
monitor and advise on
occupational health and safety
programs.
LA7• Key Performance Data

Rates of injury, occupational
diseases, lost days, andabsenteeism, and total number ofwork-related fatalities, by region
and by gender.

LA8• Relations with Employees

Education, training, counseling,
prevention, and risk-control
programs in place to assist
workforce members, their families,
or community members regarding
serious diseases.

LA9

Health and safety topics covered in• Relations with Employees

formal agreements with tradeunions.
Aspect: Training and Education
LA10

Average hours of training per year-

per employee by gender, and by
employee category.
LA11• Relations with Employees

Programs for skills management
and lifelong learning that support
the continued employability of
employees and assist them inmanaging career endings.

LA12• Relations with Employees

Percentage of employees receiving
regular performance and careerdevelopment reviews.

Aspect: Diversity and Equal Opportunity
LA13

Composition of governance bodies• Relations with Employees

and breakdown of employees per
category according to indicators ofdiversity.
LA14

Ratio of basic salary of men to-

women by employee category.
Human Rights Performance Indicators
Aspect: Investment and Procurement Practices
HR1

Percentage and total number of-significant investment agreements
and contracts that include clauses
incorporating human rights

204concerns, or that have undergone
human rights screening.
HR2

Percentage of significant suppliers,-

contractors, and other business
partners that have undergone
human rights screening, andactions taken.
HR3• Relations with Employees

Total hours of employee training
on policies and procedures
concerning aspects of humanrights that are relevant tooperations.

Aspect: Non-discrimination
HR4

Total number of incidents of

Not Applicablediscrimination and corrective
actions taken.
Aspect: Freedom of Association and Collective Bargaining
HR5

Operations and significant

Not Applicablesuppliers identified in which theright to exercise freedom of
association and collective
bargaining may be violated or atsignificant risk, and actions taken
to support these rights.
Aspect: Child Labor
HR6

Operations and significant

Not Applicablesuppliers identified as having
significant risk for incidents of childlabor, and measures taken tocontribute to the effective abolitionof child labor.
Aspect: Forced and Compulsory Labor
HR7

Operations and significant

Not Applicablesuppliers identified as having
significant risk for incidents offorced or compulsory labor, andmeasures to contribute to theelimination of all forms of forced orcompulsory labor.
Aspect: Security Practices
HR8

Percentage of security personnel-

trained in the organization’s
policies or procedures concerning205

aspects of human rights that are
relevant to operations.
Aspect: Indigenous Rights
HR9

Total number of incidents of

Not Applicableviolations involving rights ofindigenous people and actions
taken.
Society Performance Indicators
Aspect: Local Communities
SO1

Percentage of operations with-

implemented local community
engagement, impact assessments,
and development programs.
Aspect: Corruption
SO2

Percentage and total number of-business units analyzed for risks
related to corruption.
SO3• Compliance

Percentage of employees trainedin organization’s anti-corruption
policies and procedures.

SO4

Actions taken in response to-incidents of corruption.
Aspect: Public Policy
SO5

Public policy positions and-participation in public policy
development and lobbying.
SO6

Total value of financial and in-kind-

contributions to political parties,
politicians, and related institutions
by country.
Aspect: Anti-Competitive Behavior
SO7

Total number of legal actions for

Not Applicableanticompetitive behavior, anti-trust,and monopoly practices and theiroutcomes.
Aspect: Compliance
SO8

Monetary value of significant fines

Not Applicableand total number of non-monetary
sanctions for noncompliance withlaws and regulations.

206

Product Responsibility Performance Indicators
Aspect: Customer Health and Safety
PR1

Life cycle stages in which health

Not Applicableand safety impacts of products andservices are assessed for
improvement, and percentage ofsignificant products and services
categories subject to suchprocedures.
PR2

Total number of incidents of non-

Not Applicable

compliance with regulations andvoluntary codes concerning healthand safety impacts of products andservices during their life cycle, by
type of outcomes.
Aspect: Product and Service Labeling
PR3

Type of product and service

Not Applicable

information required byprocedures, and percentage ofsignificant products and services
subject to such information
requirements.
PR4

Total number of incidents of non-

Not Applicable

compliance with regulations andvoluntary codes concerning
product and service informationand labeling, by type of outcomes.
PR5

Practices related to customer• Relations with Customers

satisfaction, including results ofsurveys measuring customer
satisfaction.
Aspect: Marketing Communications
PR6

Programs for adherence to laws,• Relations with Customers

standards, and voluntary codes
related to marketing
communications, including
advertising, promotion, andsponsorship.
PR7

Total number of incidents of non-

Not Applicable

compliance with regulations andvoluntary codes concerningmarketing communications,
including advertising, promotion,

207

and sponsorship by type ofoutcomes.
Aspect: Customer Privacy
PR8• Relations with Customers

Total number of substantiatedcomplaints regarding breaches ofcustomer privacy and losses ofcustomer data.

Aspect: Compliance
PR9

Monetary value of significant fines

Not Applicablefor noncompliance with laws andregulations concerning theprovision and use of products andservices.
Sustainability Reporting Guidelines & Financial Services Sector Supplement/td>
Item

Link
Aspect: Product Portfolio
FS1

Policies with specific• Response to Climate Change

environmental and social• Creating Mangrove Projectcomponents applied to businesslines.
FS2• Response to Climate Change

Procedures for assessing andscreening environmental andsocial risks in business lines.

FS3

Processes for monitoring clients• Relations with Customers

Eimplementation of and• Relations with Suppliers

compliance with environmental andsocial requirements included inagreements or transactions.
FS4

Process(es) for improving staff• Key CSR Issues of the Tokiocompetency to implement the

Marine Groupenvironmental and social policies• Collaborative Work with Local
Communities and Society

and procedures as applied tobusiness lines.
FS5

Interactions with-clients/investees/business partners
regarding environmental and social
risks and opportunities.
FS6

Percentage of the portfolio for• Annual Reportbusiness lines by specific region,
size (e.g. micro/SME/large) and bysector.

208

FS7

Monetary value of products and-services designed to deliver a
specific social benefit for eachbusiness line broken down by
purpose.
FS8

Monetary value of products and-services designed to deliver a
specific environmental benefit foreach business line broken down by
purpose.
Aspect: Audit
FS9

Coverage and frequency of audits-

to assess implementation ofenvironmental and social policies
and risk assessment procedures.
Aspect: Active Ownership
FS10

Percentage and number of-companies held in the institution’s
portfolio with which the reportingorganization has interacted on
environmental or social issues.
FS11

Percentage of assets subject to-positive and negativeenvironmental or social screening.
FS12

Voting policy(ies) applied to-environmental or social issues forshares over which the reportingorganization holds the right to voteshares or advises on voting.
Aspect: Community
FS13

Access points in low-populated or-

economically disadvantaged areas
by type.
FS14

Initiatives to improve access to• Response to Climate Change

financial services for
disadvantaged people.
Aspect: Product and Service Labelling
FS15

Policies for the fair design and sale

• Relations with Customersof financial products and services.
FS16

Initiatives to enhance financial• Relations with Customers

literacy by type of beneficiary.

209

Social Responsibility
CSR Library

ISO 26000, the international standard concerning the social responsibility of organizations, was issued in
November 2010. Based on ISO 26000 standard, the Tokio Marine Group is confirming a review of its CSR and thisstandard is helping the Group improve its CSR.

Below are website links to the pages introducing the Tokio Marine Group's initiatives for addressing issues
described in ISO 26000 standard.

Core issues in ISO 26000 and the Tokio Marine Group's InitiativesCore
issuesOrganizational governance
CSR Promotion StructureManagement

Core

Human rights

issuesIssue 1Due diligence

Issue 2

Human rights risk situations

Issue 3

Avoidance of complicity

Issue 4

Resolving grievances

Issue 5Discrimination and vulnerable groups

Issue 6

Civil and political rights

Issue 7

Economic, social and cultural rights

Issue 8Fundamental principles and rights at work

Tokio Marine Group's Approach to CSR
Participation in External Initiatives - The
United Nations Global Compact
Management - Compliance
Relations with Employees - Fair andHonest Personnel Affairs and Respect for
Human Rights

210Social Responsibility
CSR Library

Core

Labour practices

issuesIssue 1

Employment and employment relationships

Issue 2

Conditions of work and social protection

Issue 3Social dialogue

Issue 4

Health and safety at work

Issue 5

Relations with Employees

Human development and training in theworkplaceCore

The environment

issuesIssue 1Prevention of pollution

Issue 2

Sustainable resource use

Issue 3

Climate change mitigation and adaptation

Response to Climate Change

Issue 4

Protection of the environment, biodiversity
and restoration of natural habitatsCore

Fair operating practices

issuesIssue 1Anti-corruption

Issue 2

Responsible political involvement

Issue 3

Fair competition

Issue 4
Issue 5Contribution to the Global Environment

Promoting social responsibility in the value

Tokio Marine Group's Approach to CSRManagement - Compliance
Relations with Suppliers

chain
Respect for property rights

211

Social Responsibility
CSR LibraryCore

Consumer issues

issuesIssue 1

Fair marketing, factual and unbiased
information and fair contractual practices

Issue 2

Protecting consumers' health and safety

Issue 3

Sustainable sonsumption

Issue 4

Consumer service, support, and complaintand dispute resolution

Issue 5

Consumer data protection and privacy

Issue 6

Access to essential services

Issue 7

Education and awarenessCore

Community involvement andissuesdevelopment

Issue 1

Community involvement

Issue 2

Education and culture

Issue 3

Relations with Customers
Management - Information Security

Employment creation and skills
development

Issue 4

Technology development and access

Issue 5

Wealth and income creation

Issue 6

HealthIssue 7

Social investment

Collaborative Work with Local
Communities and Society

212

Social Responsibility
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The Tokio Marine Group has received assurance from a external institution for the Tokio Marine Group e-CSR
Report (Fiscal 2011 Version), with the aim of further raising the level of communication with stakeholders. By
obtaining this assurance, we will work to raise the quality of the Tokio Marine Group's CSR reporting.

213

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