To k i o M a r i n e G r o u p
C S R Booklet
2 014

Caringfor
People1

To k i o M a r i n e G r o u p
C S R Booklet 2 0 14

We s t r i v e t o b e a
c l o s e p a r t o f p e o p l e’ s
lives during times ofb o t h j o y a n d d i f f i c u l t y.
“ C a r i n g f o r P e o p l e .”This is the starting pointof every thing we do.

Ta b l e o f C o n t e n t s

1

Supporting the Future

P6

Disaster Prevention andDisaster Reduction Initiatives

P8

Disaster Prevention Lessons

P10

Insurance Educationf o r Yo u n g P e o p l e

Cover art: Mangrove2

B eing a C lose Par t of People’s Live s

P12

Nursing Care Services

P14

Claims Services

P17

Medical Insurance in India

3

L i v i n g To g e t h e r i n H a r m o n y

P20

Employment of
Persons with Disabilities

P22

Mangrove Planting Activities

P24

Local Community andSocial Contribution Activities
around the WorldP26

To p M e s s a g e

Mangrove is the generic name for a groupof plants that grow abundantly along
coastlines and estuarine regions in tropical and subtropical zones. Mangroves are
distributed throughout Africa, Central
and South America, Asia and the South
Pacific region, while in Japan these canbe found in Okinawa and Kagoshima prefectures. The safe spaces created by mangrove root systems serve as a safe home andfeeding ground for fish, while mangrove
trees attract such birds as the Collared
Kingfisher (pictured on the back cover)and the crab-eating macaque, as well as
nurture rich ecosystems. Because of thesefeatures, mangrove forests are also called“cradles of life.” Growing mangroves
provide forestry and fishery resources toresidents of local communities and also
contribute to the sustainable developmentof the areas in which these are planted.
Tokio Marine & Nichido Fire InsuranceCo., Ltd. is actively undertaking mangrove
planting activities, mainly in Asia, focusing on a variety of beneficial impacts suchas curbing global warming and preserving
ecosystems (page 22).

Corporate Profile (As of March 31, 2014)
Company name: Tokio Marine Holdings, Inc. Representative: Tsuyoshi Nagano, President and CEO
Headquarters: Tokio Marine Nichido Building Shinkan, 1-2-1 Marunouchi, Chiyoda-ku, Tokyo 100-0005 JAPAN
Established: April 2, 2002 Capital: 150.0 billion yen Business domains: Domestic non-life insurance business,
Domestic life insurance business, International insurance business, Financial and General businesses
Number of employees: 33,310 (Domestic non-life insurance: 20,051 Domestic life insurance: 2,315
International insurance: 9,500 Financial and General businesses: 1,444)

1

Supporting the Future

To P r e p a r e f o r To m o r r o w
with a Sense of Security

5

Disaster Prevention and Disaster Reduction Initiatives

Utilizing many yearsof earthquake andtsunami research,
we provide services
that offer a sense ofassurance against risks.
Earthquakes, tsunamis, typhoons, and extreme weather
events are just a few of the wide variety of risks that surround us in our daily lives. Companies and individuals
must quickly and appropriately make crisis management
responses and carry out evacuation measures in the event of
any emergency. Having witnessed the enormous threat posedby natural disasters after experiencing the Great East Japan
Earthquake, our most urgent task today is to handle andprepare for every possible risk and build a disaster-resilient
society. Within the Tokio Marine Group, Tokio Marine &Nichido Risk Consulting Co., Ltd. (TRC), which was established in 1996 utilizing the expertise of an insurance company, analyzes and performs research on a diverse range ofrisks, mainly earthquakes, tsunamis, typhoons and flood
damage, and provides companies and local governmentswith a variety of services that include risk assessments andpreparing relevant response measures.

Among these services, following the Great East Japan
Earthquake, TRC has received requests from numerous
customers for consulting on earthquake and tsunami risk
assessment and response measures. Mainly through the Risk
Modeling Group and Earthquake Engineering Group, TRC
is currently collaborating with natural disaster research institutes and promoting investigative research on earthquake
and tsunami risk. Additionally, after the Great East Japan
Earthquake in 2011, Tokio Marine & Nichido formed anindustry-academia collaboration agreement with Tohoku
University as part of its efforts to help rebuild the affected
region. Working closely with Professor Fumihiko Imamura,an authority on tsunami risk research, Tokio Marine &Nichido analyzed the actual state of damage caused by theGreat East Japan Earthquake, as well as circumstances related to tsunamis that occurred in previous major earthquakes,
and also carried out research on assessment methods for tsunami risk. At the International Tsunami Symposium held in
Turkey in 2013, Professor Imamura also announced a calculation formula for measuring the height of tsunami waves
and the depth of water immersion.
Through these research activities, TRC will increase thecredibility of its risk assessment and offer “earthquake risk
assessment,” an “earthquake-resistant upgrade support program” and a “BCP* formulation support program.” By providing the support that enables customers and community toface and prepare for future risk, TRC will further contributeto the creation of a safe, secure and disaster-resilient society.
*BCP: Business Continuity Plan (A plan for appropriately continuing business operations or quickly restoring disrupted operations)

TRC’s menu of natural
disaster consulting services
for “Tsunami Risk Consulting”.
These consulting services
provide even more specificproposals to prepare foran earthquake or tsunami.
This includes enabling companies to perform sophisticatedsimulations of data such as
the anticipated arrival time ofa tsunami at the location of
the company and the scopeof water immersion (picturedleft) and also covers such issues
as where to evacuate when an
earthquake strikes and what
measures are needed for seismic
reinforcement.
6

We u t i l i z e o u r e x p e r t t e c h n o l o g i e s t oeliminate the ‘unexpected’ and provides e c u r i t y a n d s a f e t y.
Ichiro SatoGroup Leader, Risk Modeling Group
Property Risk Engineering Department
Tokio Marine & Nichido Risk Consulting Co., Ltd.

Japan is one of the world’s few countries to havebeen struck by massive earthquakes on the scale of
the Great Hanshin-Awaji Earthquake and the Great
East Japan Earthquake.
Following the Great East Japan Earthquake, therisk sensitivity of society as a whole has been rising. This has been accompanied by a need to revise
assumptions to date about earthquakes and tsunamis, in particular, and prepare even more thoroughresponse countermeasures.
With this in mind, we utilize our expert knowledge and technologies in earthquake and tsunami
risk modeling to provide customers with easy-tounderstand explanations of risk and to help themenhance the effectiveness of their future response
measures. To respond to diverse customer needs,
TRC works closely with in-house and external specialists to provide support tailored to the needs ofour customers. This centers on damage assumptions
or solutions such as providing support for the formulation of BCPs and earthquake countermeasures.
After the Great East Japan Earthquake, a teamconsisting mainly of TRC’s first-class registeredarchitects carried out surveys on the degree of earthquake damage in buildings. I, too, was in charge ofan on-site survey and during that time reaffirmed myawareness of the critical importance of making disaster preparations. I also became more determined
to help reduce damage from major earthquakes
anticipated in the near future. I’ll make utmost
efforts to enable customers to visualize unseen risks
to help them reduce the “unanticipated” and provide
them with security and safety.

I’m in charge of earthquake damage forecasts andconsulting on response measures. During 2011, I
carried out a survey for the modeling of tsunami
risk that enables the quantification and visualizationof tsunami risk to explain this risk to customers inan easy-to-understand manner. Just a mere two days
after completing my survey report internally, theGreat East Japan Earthquake struck and the ensuing tsunami caused massive destruction.
Prior to the Great East Japan Earthquake, I was continuously involved in undertaking tsunami researchand surveys. During this time, the Hokkaido‐
Nansei‐Oki Earthquake struck in 1993. I foundthat in the said earthquake, tsunami was the maincause of most fires that broke out after the earthquake. Even so, I was extremely shocked at the sightof images showing this process actually occurring.
In my field of earthquake and risk management, I
analyze risks covering a wide range of factors besides
earthquakes and tsunamis. In explaining risks tocustomers, I sometimes need to understand physical and architectural engineering-related matters.
Rising interest in the threats posed by tsunamis following the Great East Japan Earthquake has reaffirmed my awareness that I must provide customers
with clear explanations about risk.
I’ll make maximum efforts to provide highly
focused consulting to promote the further advancement of disaster prevention and disaster measures
in Japan and to reliably protect customers and help
them prepare for unexpected emergencies.

I ’ll keep working to provide finely tunedc o n s u l t i n g t o f u r t h e r a d v a n c e J a p a n’s
disaster prevention.
Ryu Miyamoto
Senior Consultant*, Property Risk Engineering Department
Tokio Marine & Nichido Risk Consulting Co., Ltd.
*On temporary assignment at Tokio Marine Insurance (Thailand)

7

Disaster Prevention Lessons

Disaster Prevention Lessons teachchildren how to protect themselvesin earthquakes. The content of theselessons has evolved every year.

“I’d like to apply the experience and knowledge from ourmain business to help protect children.” Based on thisdesire, Disaster Prevention Lessons were initiated by Tokio
Marine Group employee volunteers and were continously
held throughout fiscal 2013. With employee volunteers serving as instructors, one of the Disaster Prevention Lessons
was held in January 2014 for fourth and fifth grade students at Shimura Dai-San Elementary School in Itabashi
ward, Tokyo. This year’s lessons included explanations alongwith quizzes on earthquake and tsunami mechanisms andactions to be taken when an earthquake strikes. In addition,
the lessons included easy-to-understand explanations about
emergency survival kits, showing actual items used in case of
8

emergencies. Students were particularly interested in explanations about portable toilets and the use of disaster-protection
handkerchiefs with descriptions on evacuation and survival.
Three years have now passed since the Great East Japan
Earthquake. Disaster Prevention Lessons, which originallybegan as an ad hoc activity by employees, have expanded to
become a social contribution program for the entire Group.
To date, these lessons have been given to approximately 7,300
elementary school students at around 90 schools throughout
Japan. Disaster protection requires that each person thinks
on his/her own and takes action to protect oneself. ThroughDisaster Prevention Lessons, we aim to help children acquire
the ability to prepare for future disasters.

Feedback from Children
I w a s r e a l l y s u r p r i s e d to l e a r n t h a t
houses tilt when liquefaction occurs.

I learned there are so many typesof disaster protection items sucha s p o r t a b l e to i l e t s .

We d o n’ t h a v e a n y e m e r g e n c y
sur vival kits in our house, so I want
to p r e p a r e s o m e k i t s .

Af ter returning home and inspecting oure m e r g e n c y - s u r v i v a l k i t w i t h m y f a m i l y,
I noticed the expiration dates for some of theitems had nearly passed.

I learned about how a tsunami
forms, so now I think a tsunami isjust as scar y as an ear thquake.

“ We h o l d d i s a s t e r e v a c u a t i o n d r i l l sever y month, but considerable time
has passed since the Great East JapanE a r t h q u a k e a n d i t s e e m s c h i l d r e n’s
awareness of disaster prevention has
also diminished. The lessons provided
a great oppor tunit y to think about whatt h e y s h o u l d d o to p r o t e c t t h e m s e l v e s .”I d e c i d e d o n a m e e t i n g s p o t to j o i n
m y f a m i l y d u r i n g a n e m e r g e n c y.

Raising disasterprevention awarenesson a regular basis is
our mission as aninsurance company.

Yusuke Haga
Assistant Manager
International Business
Development Department
Tokio Marine Holdings, Inc.

I’m currently in charge of planning andimplementing strategies for developing
human resources who will support the
Tokio Marine Group’s overall globalization. In interacting with overseas Group
employees, I learned some of them are
actively involved in volunteering andbegan thinking I’d also like to participate in similar activities. Just at thattime, I happened to hear about Disaster
Prevention Lessons. I thought perhaps I
could talk about my experience of visiting Sendai to assist with relief efforts following the Great East Japan Earthquake.
I then decided that I’d participate inDisaster Prevention Lessons.
Before going to class, I rehearsed myexplanation to elementary school stu-K u m i I s h i k a w a , Te a c h e r
Shimura Dai-San Elementar y School

dents. I soon realized, however, that my
explanations relied too much on technicalterms and internal jargon. This heightened
my awareness of the importance of thinking
from the perspective of listeners.
Besides quickly paying insurance claims
benefits when a disaster occurs, raisingdisaster prevention awareness on a regularbasis to minimize damage is one of the missions of a non-life insurance company that
contributes to the building of a secure andsafe society. The recent Disaster Prevention
Lessons served as an excellent opportunity
for me to reaffirm this mission. I’d be reallypleased if the children share the knowledge
from the lessons with their families and that
this promotes an even wider awareness of
disaster prevention.
9

I n s u r a n c e E d u c a t i o n f o r Yo u n g P e o p l e

Offering learning
opportunities to Children
about insurance and theRole of insurance as aprovider of assurance tothe society

Although insurance is closely connected to people’s everyday
lives, insurance products and sales structures have a serious
image, which makes it difficult to foster a correct understanding of insurance among the general public. I believethat clearly explaining fundamental knowledge on insurance
to consumers is an important role for us at the Tokio Marine
Group.
In some regions, Tokio Marine & Nichido holds classes about insurance for junior high school and high school
students, with employees and sales agent volunteers serving
as instructors. Based on a mutual desire to clearly teach as
many children as possible about insurance, Tokio Marine &Nichido along with Tokio Marine & Nichido Life InsuranceCo., Ltd. recently collaborated in the production of “Major
Study, Everything about Insurance,” an educational comicbook for elementary school children created by Kodansha
BC Ltd. We were involved in production starting from theplanning stage in accordance with our desire to correctly
explain insurance to elementary school students, who willplay leading social roles in the future, from our position at
the front lines of society.
The main character in the book is a fifth grade elementary school student who learns about various cases involving

insurance in a way that is easily understood by elementary
school students. These include cases of injuries from automobile accidents and sports activities or the sickness of aparent. The character also learns about the structure andhistory of insurance products from an explanation provided
by an insurance sales agent, who is a familiar person in people’s lives. We also went beyond the line separating non-life
insurance and life insurance and focused on conveying theimportant role of insurance in each milestone event during
a person’s life and at each life stage. The book also provides
easy-to-understand explanations about the work of sales
agents, who serve as points of direct contact with customers.
Through Kodansha BC, this book, which is not for sale,is being donated to elementary schools and public libraries
across Japan. I hope a wide range of children learn that thesystem of insurance helps people prepare for various dangers(risks) in their lives and enables them to lead secure, safe andenriched lives, as well as that insurance professionals help
support people’s lives.

“Besides children, I hopethat adults also take am o m e n t t o r e a d t h i s b o o k .”Yoshiyuki Shimamoto
Manager, CSR DivisionCorporate Planning Department
Tokio Marine & Nichido Fire
Insurance Co., Ltd.
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2Being a Close Partof Pe op l e’s L i ve s

Aiming to Share
Our Philosophy

11

Nursing Care Services

We provide genuine
home-style living so
people can spend theirlater years freely andin comfort.

Under cherry blossom trees in full bloom(Hyldemoer Tama-plaza Village III)

Within the Tokio Marine Group, Tokio Marine Nichido
Samuel Co., Ltd., a wholly owned subsidiary of Tokio
Marine Holdings, operates 11 for-profit homes for the elderlywith nursing care provided under the Hyldemoer and Hütte
brands in Tokyo, Kanagawa, Nagano and Kyoto.
When Tokio Marine Nichido Samuel was starting out,
we visited many facilities and selected the Hørgärden home
for the elderly in Denmark as a model. When visiting thefacility in 1998 for the first time, it was evident that there
were major differences with Japanese nursing care facilities.
There, people spend time as if it were their own home, eventhe elderly and persons with disabilities. Their smiles were
truly amazing and nobody appeared to be concerned about
what lay ahead. In Japan, where the culture and daily customs differ, it wouldn’t be possible to provide services exactly
mirroring those in Denmark. Hyldemoer and Hütte, however, try to provide the chance for people in Japan to freely
choose the way they live, even those in their later years orwith their disabilities.
Our aim is to ensure that our elderly customers live an
enjoyable and fulfilling life. Since starting this business, wehave focused our energy on caring for people with dementia and the terminally ill, with all staff offering support toresidents based on this same philosophy. Also, based on adesire to provide safe, delicious meals, we switched to ourown directly managed kitchen in 2011. Meals are divided
into seven categories and a variety of unique methods are
12

employed to ensure that each person takes pleasure in eating
at all times, such as supplying the most appropriate meal inaccordance with the person’s ability to swallow.
In order to ensure that people enjoy a full life with peaceof-mind in their later years, we value the idea of “caring forpeople and being a close part of their lives,” which reflects
the origins of the Tokio Marine Group. At the same time, wewill contribute to local communities and society as a nursing
care provider selected by customers for our quality.

The brand book given to new employees
expresses the philosophies we want to hold dear.

Upper left: The lobby has a highceiling that provides a sense of
openness. Warm sunlight streams
down from the glass-paneled ceiling.

Upper right: The spacious livingrooms include a balcony. There are
two different room layouts including
rooms where people can livewith their pets. The rooms are fully
equipped with a nurse-call button
and fire-prevention equipment.

Lower: The company developed
Moer Dish 3 in our directly managed
kitchen so that residents with weakchewing strength can enjoy their foodand have the will to continue eating.

Hyldemoer
Ta m a - p l a z a V i l l a g e I I I
h t t p : / / w w w. h y l d e m o e r. c o m

Ensuring customers feelglad they chose us

Taeko Matsushita
Executive Officer, Tokio Marine
Nichido Samuel Co., Ltd.
Manager, Hyldemoer
Tama-plaza Village III

There are currently around 70 residents ranging in age from 65 to 100
years old at Hyldemoer Tama-plaza
Village III, where I work. In the case of
our company, staff in charge of nursing care, known as contact persons,accompany residents requiring nursing

care. Contact persons are extremely
well-informed in a number of areas,from the interests and food preferences to the life stage of residents, andmake effective use of this informationin providing services that enable eachresident to live comfortably.
The toughest part of this work is
coping with the changing physicalcondition of residents. In my job, there
is no such thing as settling for the status quo. Instead, we are constantly
thinking about what can be done forthe person and recognize the importance of providing even better service
in light of circumstances at the time.
It gives me great pleasure as well whena resident or a family member tells oneof the staff how much they appreciate
our service.
Furthermore, while other homescommonly have the right to cancel anagreement if dementia or other symptoms worsen or if the person has beenabsent for a long period due to hospitalization, our company does not havesuch an eviction clause in the agreement signed by the residents. That’s
because we believe we already havean adequate system for nursing careand other requirements thanks to ourhighly skilled staff.
Also, to make sure residents enjoy
eating at all times, every Hyldemoerand Hütte facility includes a directly
managed kitchen that provides meals
appropriate for each person. We havealso developed original nursing meals
known as Moer Dish 3 for residents
who can only eat chopped food. The
meals look and taste virtually the sameas normal meals and the food is softenough to be crushed by the tongue
and swallowed.
Our aim is to provide a “home”
rather than a “facility” so that elderly
persons can live in true comfort andwith peace-of-mind. In order to ensurethat the elderly live an enjoyable andfulfilling life, all staff will continue
delivering high-quality service basedon this same philosophy.
13

Claims Services

Receivingclaim reports

1This is the first point ofc o n t a c t f o r c u s to m e r s .
Af ter identif ying any injuries
and the circumstances of
the accident, professionals
provide empathetic anda p p r o p r i a t e a d v i c e to p r o v i d epeace of mind.

Damage assessment3

E x p e r t s v e r i f y t h e c o n d i t i o n o f t h e c a r, b u i l d i n gor other proper t y that may have been damaged.
They closely examine repair details, the coste s t i m a t e a n d o t h e r d a m a g e i n o r d e r to d e t e r m i n e
the appropriate amount of damages and explain itc l e a r l y.

2

Initial response

E xper ts provide an explanationof the process up to resolution
and confirm the intention of thec u s to m e r. We a l l e v i a t e w o r r i e s
by contacting other par ties
involved and communicating thef i n d i n g s t o t h e c u s t o m e r.

4

I n s u r a n c e p ay m e n t

P r o fe s s i o n a l s p r o c e e d w i t h p ay m e nt
p r o c e s s a s q u i c k l y a s p o s s i b l e a f te r
c a l c u l at i n g t h e a m o u nt o f i n s u r a n c e
t h at c a n b e p a i d a n d c o n f i r m i n g t h e
c u s to m e r ’s i nte nt i o n to c o m p l e tethe insurance claim.

Putting smiles on our customers’ faces —In the hope to have customers choose
our claims services because of quality andprofessionalism.
To quickly and appropriately ensure safety and security
when a customer has been involved in an unexpected accident or disaster, experts from the Tokio Marine Group makeuse of highly specialized skills and knowledge within theirrespective fields, namely receiving claims inquiries, initial
response, damage assessment and insurance payments. Theseexperts liaise with other professionals in specific areas suchas insurance adjusters, lawyers, doctors and labor and social
security attorneys to deliver the best solution possible follow-

14

ing an accident or disaster. Our ability to resolve issues witha team of experts is a great strength.
Following the Great East Japan Earthquake, we committed
to expedite processing the insurance claims to help customers
affected by the disaster rebuild their lives as quickly as possible. In a study by a research company, our accident response
was found to be exceptional. Going forward, we will provide
even greater satisfaction by remaining empathetic to our customer’s feelings, to be a company chosen for its quality.

Claim repor ting call center

Providing reassurance
to customers
Kaoru Natsume
Supervisor*
Tokio Marine & Nichido
ANSHIN 110 Co., Ltd.

When a customer is involved in an accident, we at Tokio Marine & Nichido
Anshin 110 are the first to take thephone call. Often the person is making
the call directly after an automobile
accident, and if it’s his or her first accident and the other party is there, heor she may be very flustered. They are2

1

clearly anxious, so it’s my job to ease
the tension and gently ask the circumstances of the accident and any concerns. We provide as much advice as
we can, such as reporting to the police
and what to be careful of when talking
with the other party. The thanks we
receive at times like these is priceless.
We respond to inquiries meticulously
and are available for consultation 24
hours a day, 365 days a year so as toprovide the maximum reassurance tocustomers.
*Position title changed to “Chief ” in July 2014.

Overseas travel insurance assistance ser vice

Supporting customers via
a worldwide network
Emi Hatakeyama
Medical Services Department
International Assistance Co., Ltd.

My job is dealing with risks and concerns faced by our overseas travel insurance policyholders. When customers
contact us, the first priority is making
them feel at ease. Once when a childbecame seriously ill after traveling to acertain country, I knew that it would
be difficult to receive the appropriate

medical care there, so I made use of thecompany’s network and had the childtransported immediately to a nearby
country to receive advanced treatment.
Once the condition, which had seemedhopeless, improved, the family wasincredibly relieved. I was very happy
when they said they wouldn’t hesitate
to purchase our overseas travel insurance again. It’s our job to empathizewith customers’ feelings of uncertainty
when they get sick or encounter problems in an unfamiliar country and toprovide the best possible support utilizing our global network.

Te c h n i c a l d a m a g e a s s e s s m e n t

Bringing resolution after
accidents as professionals indamage assessment
Takeshi Hara
Special Assignment Manager,
Kanagawa Office
Tokio Marine & Nichido
Adjusting Services Co., Ltd.

As an expert in assessing damage
in automobile accidents (technicaladjuster), I assess the damage to boththe customer’s and the other party’s
automobiles. There are times when
the parties give different reports and3

fail to reach agreement. At times likethese, I collaborate with the case handler and explain to the customer andthe other party the presumed accident
conditions based on the direction of
impact and the state of damage. In
cases where the statements by the parties involved differ from the findingsof the damage assessment, we holdmultiple meetings to gradually eliminate concerns, anger and misunderstandings, acting with sincerity so as
to earn their trust. Through my job asa technical adjuster, I can fulfill thesocial responsibility of insurance by
providing a sense of security.
15

4

Property and casualty insurance claims service

Integrity, sincerity andcommitment to deliver
solutions and peace of mind
for customers
Mika Nabeshima
Deputy General Manager,
Saitama Claims Service Department
Manager, Property and Casualty
Claims Service Section
Tokio Marine & Nichido Fire
Insurance Co., Ltd.

Claims Service has been the focus of
my work at Tokio Marine. I have handled many types of claims including
losses due to a factory explosion, medical errors and malpractice, incidents at
commercial facilities such as amusement parks or on escalators, leaks inapartment buildings and bicycle accidents. Our claims services aim to bring
resolution and provide support to thebest of our ability when the unexpected occurs in the course of daily life.
The Great Hanshin-Awaji Earth­quake of 1995 and the Great East
Japan Earth­quake of 2011 are twodisasters I will never forget. After theGreat East Japan Earthquake, in particular, I saw the huge extent of damage in Ishinomaki, Miyagi Prefecture,with my own eyes when I went there aspart of the post-disaster support team.
I have never before been stricken withsuch a feeling of helplessness. At least
with traffic and industrial accidents, acertain measure of preventive action
can be taken, even if such incidents
can never be totally eliminated. On
the other hand, it’s impossible to prevent natural disasters like earthquakes
and tsunamis. However, that doesn’tmean we should pull back. The firstthing I noticed at these scenes was the16

policyholders’ feeling of anxiety. I did
what I could to make them feel at easeas quickly as possible. When customers personally thanked me for having
resolved their claim or said that theirdespair and worry had turned to hope,
I knew that I could make a differencein people’s lives through insurance,even if in a small way.
We provide claims services for property insurance in cases of large-scaledisasters such as earthquakes andtyphoons, or damage to individual or
corporate assets (buildings, household
goods, machinery, etc.) caused by suchthings as fire or water leakage, or liability insurance indemnifying damage
to a third party caused when riding abicycle. In addition, we are working
to stop fraudulent claims in order tomaintain a sound insurance system.
Following a posting in New York,USA, and just after moving to my current department, the Kanto area washit by the biggest snowfall in almost
50 years. There were 7,500 incident
reports in Saitama Prefecture on

February 15 alone, mainly damage
to housing and garages caused by theheavy snow. We launched the area’s
first snowstorm recovery office andworked to handle claims quickly witha team of 40 members including a support crew from around Japan.
A great strength of Tokio Marine& Nichido is the professionalism ofexperienced staff and experts, alongwith our overall capacity as a team.
We respect the individuality of diverse
members and strive to build a dynamic
work environment, creating opportunities for growth through challenging
work and team interaction. I thinkthat this serves as the basis for swiftly
providing peace of mind to customers.
The purpose of claims services is
not only to compensate damage due
to an accident. Our mission also is toresolve issues and relieve anxieties ourcustomers face by sincerely considering
their point of view. I strive to provide
even better claims services for customers in their time of need to show them
they can rely on us.

Making medical insurance
more commonplace to ensure
lives filled with smiles
In India, one of the world’s fastest growing
economies, it is said that around 20% of allhouseholds are in the lower income bracket andmost of these are engaged in small-scale farming. The poorest segment of the population
lives on less than 1.25 U.S. dollars a day andaccounts for approximately one-third of theentire nation. Resolving the problem of poverty
is a critical challenge for the country.
In 2001, the Tokio Marine Group establishedIFFCO-TOKIO General Insurance Co., Ltd.
(IFFCO-TOKIO), a non-life insurance company, as a joint venture with Indian Farmers
Fertiliser Cooperative Limited (IFFCO), thelargest public corporation in India handlingfertilizer. IFFCO-TOKIO has been marketing microinsurance (insurance for low income
earners) that includes accident and property
insurance in farming regions of India, beginning with auto insurance, fire insurance andweather insurance.
Of these services, medical insurance has
been the most pervasive. Medical insurance
called RSBY (Rashtriya Swasthya Bima Yojana)for low-income persons is provided throughtie-ups with insurance companies, medical
institutions and government. Subscribers to
RSBY only need to pay 30 rupees (approximately 50 yen) per household as a registration
fee, with coverage up to 30,000 rupees annu-

Medical Insurance in India

ally (approximately 50,000 yen) for a household of five persons in case medical services
are required for injury or illness.
IFFCO-TOKIO started providing thismedical insurance in 2011. The company
has been working to promote the insurance
through marketing activities in the central
state of Madhya Pradesh and the eastern stateof Orissa in India, and in fiscal 2013, provided medical insurance coverage to aroundfive million people. Of that number, around
100,000 people received approximately 360
million rupees (approximately 612 million
yen) in total in insurance claims.
As an example, one 40-year old woman,
who previously couldn’t get adequate medical
treatment because of her economic situation,
was able to have surgery for a female-relateddisorder and recover her health after subscribing to RSBY. The Tokio Marine Group willcontinue to utilize its accumulated wealth ofknowledge to provide medical insurance topersons in need to support their healthy living and contribute to the resolution of poverty
issues.

Putting smiles on faces in India

Shalabh Singhal
Chief Manager
IFFCO-TOKIO
General Insurance Co., Ltd.

Subscribers to RSBY are given a biometriccard. Information regarding insurance
and consultation at a medical institution
is managed on the card and customers
can choose to have a consultation at oneof more than 10,000 public or private
medical institutions in India.

RSBY is becoming more widespreadin India. Our aim is to make sure thatpeople are always smiling (MuskurateRaho). We will strive to provide medical
insurance so that people receive appropriate treatment when required and canlive happy and healthy lives irrespectiveof economic burden or hardship.

Tokio Marine & Nichido’s mangrove planting activities18

3

L i v i n g To g e t h e r
in Harmony

Opening Up the Future19

Employment of Persons with Disabilities

Aiming to create workplacesin which everyone can workwith enthusiasm
The Tokio Marine Group actively promotes the employmentof persons with disabilities with the aim of becoming a corporate group in which diverse human resources can workwith vitality and enthusiasm.
In 2010, we established Tokio Marine Business Support
Co., Ltd. (TMBS) to further advance the employment of
persons with disabilities. This company is approved as a special subsidiary company*, which is a first for the non-life
insurance industry.
Around 700 employees with disabilities are currently
working within the Tokio Marine Group. Of these, 99
employees mainly with intellectual and developmental
disabilities, persons of whom are considered to have fewer
employment opportunities, work at TMBS. The company
plays an active role in promoting such employment in its
20

Tokyo headquarters as well as branches in Nagoya, Osakaand Kyushu. These employees support Tokio Marine Group
companies through services that include data input andprocessing, document delivery and printing. One of the services, the collection and disposal of confidential documents,
is handled via wet shredding, which fiberizes paper using
water rather than traditional strip or cross-cut shredding.
This ensures information security while also contributing toenvironmental preservation.
Tokio Marine Nichido Outsourcing Management Co.,
Ltd. (TMO), which handles various services for the Tokio
Marine Group, has teamed up with TMBS to undertake aproject since 2013 for the employment and creation of workfor persons with disabilities. The aim of the project is to promote the employment of persons with disabilities throughout

the Group. After proceeding with preparations to develop a pleasant work environment for employees with disabilities and provide
know-how to supervisors who offer support, five persons with developmental disabilities employed by TMBS at the TMO Fukuoka
Center became full-time employees and started work in April 2014.
Their honest and sincere attitude at work inspires other employees, which has the effect of nurturing compassion and a greater
sense of understanding of others. Despite lacking in communication skills, each employee has his or her own distinct characteristics
including the advantage of having excellent powers of concentration at work. The Tokio Marine Group aims to create workplacesin which both persons with and without disabilities can maximize
their potential and work with vitality and enthusiasm.

TMBS produced a calendar using works byemployees skilled in drawing and illustrations.

Harnessing individual
characteristics

Leading a fulfilling
daily life

Akiko Fujitani

Ryohei Matsuda(page 20, right)
Kyushu Branch, TMBS

(page 20, left)
Assistant Manager,
Fukuoka Center, TMO Chief,
Kyushu Branch, TMBS

Five employees joined the company
in April. Despite having a hard time
getting used to the new workplace inthe beginning, they are now a dynamic
force with amazingly high levels ofconcentration and conscientiousness
in doing their job.
In Fukuoka, there are three supervisors including me providing support.
Having the opportunity to work withpersons with disabilities has personallytaught me a great deal. Each person has
a different challenge, so I always try tounderstand individual characteristics
and nurture everyone in a personalized manner. As an example, I comeOver view of TMBS
C o m p a n y n a m e : To k i o M a r i n e B u s i n e s s
S u p p o r t C o . , L t d . O w n e r s h i p : 10 0 %o w n e d b y To k i o M a r i n e H o l d i n g s , I n c .
Principle business (mainly handles thef o l l o w i n g s e r v i c e s f o r t h e To k i o M a r i n eGroup): Data input and processing;sealing and delivering documents;
printing name cards , envelopes andpamphlets, etc.; sorting, sending andinternal deliver y of company mail;collection and disposal of confidential documents (wet shredding), etc .
Number of employees( a s o f M a y 1, 2 014 ) : 2 51 ( i n c l u d i n g
99 persons with disabilities)

Five employees (front row and center of backrow) who joined TMBS and are working fulltime at the TMO Fukuoka Center together
with their supervisors

up with unique procedures and rules
so that employees lacking in communication skills can proceed with theirwork without stress, while I am careful
to provide direction and explanation
in a calm, easy-to-understand mannerwith statements like “it would be better if you did it this way.”
Working together makes me feel theimportance and joy of working withpeople who have their own uniquecharacter.

Workplaces of Persons
with Disabilities

Wo r k p l a c e

No. ofemployees

HeadO f f i c e ( To k y o )55

Nagoya Branch

16

Osaka Branch

23

Ky u s h u B r a n c h

5To t a l99

I took part in a computer course at an
employment support center and thatprovided the incentive to perform aclerical job. That’s when I was introduced to TMBS. Although my lack ofexperience in clerical work made me
anxious, supervisors are all so understanding, and when I can't comprehend something they explain it to me
straight away as many times as it takes,
which is incredibly helpful. In the past,
I had no idea what I might be goodat, but now I feel much more reassured
because my supervisors have helped me
discover my strengths and weaknesses.
My work centers on inputting data
and delivering documents, so I am
always careful that I don’t lose my concentration, and with the help of others,
I do my best not to make any errors. I
feel really motivated and a sense of personal growth when I consider that myjob benefits the company and people
in society. Now I feel that I am leadinga fulfilling life. In the future I’ll do mybest to make sure that my work continues to be of benefit to others.

*Special subsidiary company: A subsidiary establishedto promote the recruitment of persons with disabilities.

21

Mangrove Planting Activities

Providing anourishing earth for
future generations— Mangrove
planting activities
encompass a wide
range of initiatives.

What can we do to combat global warming? Tokio Marine & Nichido’s
mangrove planting activities have served as the impetus for employees
voicing their desire to engage in environmental protection and social
contribution programs that can be continued over the long term.
Mangroves are exceptional at absorbing and storing CO2 , and fulfill arole as “green” coastal breakwaters protecting people’s lives in disasters
such as tsunamis and typhoons. Mangroves are also known as “cradles oflife” for living organisms since they nurture rich ecosystems.
Since starting mangrove planting activities in 1999, together with
non-governmental organizations (NGO) and local residents, we haveplanted approximately 8,400 hectares of mangrove forests in nine countries in Asia and the South Pacific region (as of March 31, 2014).
The mangroves that we have constantly planted over the past 15 years
continue to grow well in each region. The regeneration of mangrove
forests has had the effect of minimizing disasters by protecting people
and houses from disasters such as tsunamis and typhoons and has helped

As mangrove forests expand, a variety of different livingorganisms come together, giving rise to rich ecosystems. This
provides for the essential needs of local people and provides
the means for them to make a living. Large-scale forests havegrown expansively in respective regions around the world
over the 15 years of planting. The forests are maintained
and managed by local people, which has helped spread theidea of sustainable “community forestry” that can support
economic activities.
22

revitalize local fishing industries by rejuvenating ecosystems, thereby
providing employment opportunities for people.
In Japan, we commenced the “Green Lessons” program in 2005 toraise awareness of the environment based on experiences gained frommangrove planting activities. Employees and sales agents serve as volunteer instructors and to date have communicated the importance ofprotecting the environment to around 44,000 children at roughly 630
elementary schools and schools for children with special needs.
Tokio Marine & Nichido is committed to continuing the Mangrove
Planting Project for 100 years in collaboration with local communities inorder to protect the future of the earth from various perspectives.

Acts as“ c r a d l e s o f l i f e”
(conser vation of
biodiversity)

Curbs global
warming

Buildsenvironmental
awareness anddevelops humanresources

Benefits ofmangrove planting

Enablescollaborationwithcustomers
and society

C ontributes tolocal economies
and societies

Ser ves as
green coastal
break waters(safety of local
communities andsocieties)

Reducing Paper
Consumption and Protecting
Forests and Nature
Worldwide

Tokio Marine & Nichido has implemented
the Green Gift Project since 2009, in which
mangrove saplings are planted according topart of paper consumption reduced when customers opt for web-based insurance contracts(Web policies), which can be viewed on our
website, instead of paper-based contracts. In
2013, the breadth of the project was increased
to include “Web contract certificates” and“Web renewal notices,” thereby expanding
the scope of mangrove planting as well as thecompany’s environmental protection activities in Japan. These activities aim to protect
those places cherished by people throughout
Japan and pass them along intact to future
generations.

Nurturing Trees and People —­ Supporting
Education in Countries We Have Planted Trees
Mangrove Planting Activities Earn
Environment Minister’s Award

Every year in December, the Ministry of theEnvironment presents the “Environment Minister’sAward for Global Warming Prevention Activity”
in recognition of an individual or organization that has
displayed remarkable achievements in curbing global
warming. On this occasion, Tokio Marine & Nichido
received the award in the category of International
Contribution following an excellent evaluation of ourmangrove planting activities that we have implemented
since 1999. At the awards ceremony held in December
2013, we received a certificate of commendation fromJapan’s Minister of the Environment Nobuteru Ishihara.

We participate in an educational support program for developing
countries implemented by the international NGO “Room to Read”
that includes supporting the education of girls and establishinglibraries in India, Bangladesh and Vietnam, where we have planted
mangroves. We have donated approximately 100,000 U.S. dollars
annually for four years since fiscal 2010, providing the opportunity
for education to 1,027 girls and the construction of nine libraries.
An employee who was involved with “Room to Read Japan” on a pro
bono basis* actually provided the impetus for these support activities. Going forward, we will implement social contribution activities globally in consideration of different social issues, namely poverty, education and discrimination against females, in the countries
where we plant trees.
*Social contribution activities that people in society take part in by making use of theirown specialized knowledge and skills

23

Local Community and Social Contribution
Ac ti viti e s a round the Wor ld

We conduct community andsocial contribution activities
worldwide while sharing
the Tokio Marine Group’s DNA.
The Tokio Marine Group’s local community and social
contribution activities are primarily focused on the threethemes of “protection of the global environment,” “growthof young people” and “safety and security.” Based on these
themes, overseas Group companies that share the Tokio
Marine Group DNA (common values) carry out initiatives
in respective regions worldwide. The emphasis is on voluntary engagement by employees and collaboration with nonprofit organizations (NPO) possessing the knowledge andnetworks required for these actions.
The Tokio Marine Group currently engages in non-life
insurance, life insurance, and financial and general businesses in 486 cities in 37 countries and regions worldwide.
Moving ahead, we will continue to actively implement programs with local people aimed at resolving social issues.

United States

Philadelphia
Insurance Companies
Over 500 Employees
Participated in GREENPHLY

United Kingdom

Tokio Marine Kiln Group
Accepts Student Interns for
Business Training Program

In London, the City implements a business training program for students. The social program aims to nurture
exceptional human resources for the future and support
local communities by dispatching interns to companies.
Kiln has accepted 11 interns over the past five years,
engaging them in a variety of work that includes promoting recycling efforts as part of the company’s CSR activities. The Tokio Marine Group also plans to proactively
accept interns going forward.

24

Under GREENPHLY, a volunteer program
aimed at protecting the environment, employees removed non-native plants in a park on
Earth Day in April 2013 (upper photo). During
October and November, designated as months
to strengthen the Tokio Marine Group’s CSR,
Philadelphia Insurance Companies conducted
the National Coat Drive Challenge in which
1,613 coats were collected and donated to 24
different charity organizations (lower photo).
In addition, at present the company purchases
renewable energy certificates equivalent to100% of its electricity consumption, which hasearned it a place in the U.S. Environmental
Protection Agency’s “Green Power Partnership”
and membership in the “Leadership Club” as an
excellent organization.

ChinaTokio Marine & Nichido China
General Representative Office
The Tokio Marine & Nichido Fire
Insurance Company (China) Limited
Supporting Children of MigrantWorkers at Elementary Schools

In a project supporting the growth of young people
being undertaken jointly with the All-China YouthFederation since 2009, children of migrant workers (children who have been separated for a long timefrom their parents who work in the city while maintaining a house in a farming village and children who
have moved to the city with their parents) are assisted through annual volunteer activities related to theestablishment of support facilities in over 160 locations throughout China. In 2013, 12 employees held
fire drills in cooperation with a local youth group andthe fire department at elementary schools in Zhejiang
Province, which served to deepen exchange.

Japan

Tokio Marine & Nichido
Fire Insurance Co., Ltd.
Supporting Environmental
Preservation Activities in Japan
with the Green Gift Project

Tokio Marine & Nichido commenced environmental protection activities in Japan as part of the Green
Gift Project (page 22) in October 2013 and has been
conducting environmental protection events in regions
around the country in cooperation with NPOs andother groups. In Kochi Prefecture, the specified NPO
Seaside Gallery held an event on March 9, 2014. A totalof 84 people, comprising 45 children and their families,
gathered on a clear day to experience “beach combing,”
in which they picked up rubbish along the coastline
while collecting shells that had washed ashore and tree
branches that they used to make picture frames andother items. Employees of the Kochi Branch also gave
“Green Lessons” concerning mangroves that communicated the importance of protecting the environment
to children.

ThailandTokio Marine Insurance (Thailand)
Project to Protect Forest and Water

In Thailand, there are quite a number of forests that aredamaged in the frequent floods that occur. In order torestore the bounty of nature to these forests, the company
has been implementing a project entitled “LOVE Tokio
Marine & Nichido for the Protection of Forests and Water”
since 2007. In line with the intentions of an initiative led
by Thailand’s King Bhumibol, efforts are being made to
expand forest areas in the region in conjunction with a local
development organization and also to execute measures toprevent flooding such as by building levees in the upstream
area of the river together with local youths.

Ta i w a n

Tokio Marine Newa
Insurance Co., Ltd.
Contributing to a Reduction in
Traffic Accidents Caused byDrinking and Driving
In Taiwan, where traffic
accidents caused by drinking
and driving is a social issue,
the government is working
to make a substitute driver
service more widespread. Inorder to minimize the risk
assumed by the substitutedriver, Tokio Marine Newa
Insurance launched liability insurance for substitutedrivers in March 2014. The company will conductsocial enlightenment activities to eliminate drinking and driving while supporting the proliferationof the substitute driver service through insurance.
25

To p M e s s a g e

Caring for people andcontinuing to provide value tosociety to realize a secure,safe and sustainable futureOver the past several years, natural disasters haveraged through various regions around the world.
The Great East Japan Earthquake and the flooding in Thailand in 2011, Hurricane Sandy in the
United States in 2012 and Typhoon Haiyan in thePhilippines in 2013 all caused enormous damage.
The Company used the full strength of the entire
Group to make claims payments and worked to support recovery efforts in the devastated areas. At thesame time, the Company considered various measures unique to an insurance group to contribute to
the creation of a society that is resilient to natural
disasters.
One such measure is “Earthquake and Tsunami
Risk Research” undertaken through industryacademia collaboration with Tohoku University.
The results of this research are being applied to theformulation of evacuation measures along coastal
regions, the assessment and analysis of risk and the
preparation of response measures. Concurrently, we
are also utilizing these results in Disaster Prevention
Lessons for elementary school students that are
taught by employee volunteers. In the future, we willcontinue to utilize our accumulated knowledge andexperience in this manner to help protect the society
from disasters.
The problem of global warming is closely connected with natural disasters. To help combat
global warming, the Company has continued toengage in the planting of mangrove trees, mainlyin Asia, since 1999. Besides restoring mangrove forests, these activities have also helped reduce damage
from tsunamis by serving as “green bulwarks.” The
Company aims to continue planting mangrove trees
for 100 years regardless of the business environment.
From October 2013, Tokio Marine has supported
NPOs engaged in environmental protection activities in Japan and has commenced projects that provide children with experiences that teach them the26

importance of protecting the environment.
Our aspired shape for the Tokio Marine Groupis that of a company that continues serving a useful purpose during times of need. In working torealize this aspiration, we will promote diversity*that enables the 40,000 employees working incountries worldwide and who serve as dynamic forces to play active roles regardless of theirnationality, gender, age or whether they havedisabilities.
Going forward, we will promote our CSR
activities through our main business of insurance based on the concept of “caring for people”
and on the relationships of trust with our stakeholders. By doing so, we aim to create a Good
Company that contributes to a secure, safe andsustainable future and that is trusted by customers and members of local communities. In pursuing these objectives, I ask for your continued
support.
June 2014
Tsuyoshi Nagano
President and CEO
Tokio Marine Holdings, Inc.

*Tokio Marine Holdings was selected for “Fiscal 2013 Nadeshiko Brand” designation as a listedcompany that is outstanding in encouraging women to play active roles in the workplace.
Additionally, Tokio Marine & Nichido earned the “Fiscal 2013 Diversity Management Selection 100” as a company
with achievements such as utilizing diverse human resources, spurring innovation and raising productivity.

Website infor m ation

Tokio Marine Holdings, Inc.
CSR Website Information
The details of information, data and initiatives for respective stakeholders areavailable via our corporate website. (Scheduled to be updated in December 2014)
http://www.tokiomarinehd.com/en/social_respon/index.html

Tokio Marine Holdings, Inc.
Tokio Marine Nichido Building Shinkan,
1-2-1 Marunouchi, Chiyoda-ku,
Tokyo 100-0005, Japan
Telephone: +81-3-6212-3333