Tokio Marine & Nichido Fire Insurance Co., Ltd. and the Asahi
Shimbun Company implement the Children’s Environmental Award
as a pillar of their efforts to promote environmental awareness andsocial contribution activities. The award is for elementary school
children, in which children in higher grades are asked to write
essays on the global environment and children in lower grades
submit pictures they have painted. For the second competition in
fiscal 2009, students from across Japan submitted a total of 4,734

Tokio Marine Group Corporate Social Responsibility Report 2010

Award-Winning Works for the Children’s Environmental Award

items, and, based on strict and impartial judgment, two minister’sprizes were awarded, one from the Ministry of Education, Culture,
Sports, Science and Technology and the other from the Ministry of
the Environment. These were respectively presented to a childfrom a higher grade and from a lower grade. Also announced were
six awards for excellence and 12 honorable mention awards. In
addition, the Tokio Marine & Nichido Award and other awards forgroups were presented to four schools.

Tokio Marine Group
Corporate Social Responsibility Report 2010T

CSR Division, Corporate Planning Dept.
Tokio Marine Nichido Building Shinkan,
2-1, Marunouchi 1-Chome, Chiyoda-ku, Tokyo, 100-0005, Japan
TEL: +81-3-3285-0439
E-mail: CSR@tokiomarinehd.com
FAX: +81-3-5223-1579
URL: http://www.tokiomarinehd.com

The electric power(100kWh) used in theprinting and binding
processes for thisreport was supplied
from green energy.

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Message

Wh at We V a l u e
Amid various changes taking place in society, what should our company value?
Every employee should strive to create a good corporate culture by thinking, communicating
and taking the initiative.

Promote innovative reforms
together with our colleagues
with passion and courage toensure that we provide thehighest levels of satisfaction
to all customers.

Win the trust ofcustomers byalways acting ingood faith andproviding highquality services.

Table of Contents

Pass down an open anddynamic corporate culture
in which each and every
employee is respected.

1 Message: “What We Value”
2 Message from the President
4 Tokio Marine Group’s Mangrove Planting
Project

6 CSR Management
10 Tokio Marine Group CSR Dialogue
12 Providing Value through Our Businesses
22 Responding to Climate Change
29 Collaborative Work with Local Communities and Societies

Never cease to ask oneself, “Am I being
useful to society?” and contribute to thedevelopment of local communities.

32 Overview of the Tokio Marine GroupInteract with all people
with a smile and asense of appreciationand convey a heartfelt
feeling of “thanks.”

Carry out soundbusiness operations
globally for the next
generation.

33 Tokio Marine Holdings CSR Website /Editorial Policy

Engage in earnest
dialogues with our agentsand grow and develop
together with them.
1Message from the President

131 years since foundation

We Consider Our Responsibilities as an
Insurance Company and Work to Realize a
Sustainable Society.

Located in 432 cities in 38 countries and regions.

29,578 employees (consolidated-basis)

Marine & Nichido Life Insurance Co., Ltd. has been conducting

enhancing and strengthen “interaction” between the company

the “Movement to Protect Customers from Cancer” in an effort

and customers and realizing the company’s aspirations for theto solve the major social issue of cancer by offering “safety andprotection of the global environmental together with customers.

security” to customers at all the stages from the prevention ofcancer to treatment and care after its onset of cancer.

The Tokio Marine Group adheres to a corporate philosophy

together with agents who are our valued business partners.

In fiscal 2009, Tokio Marine & Nichido became “carbon
neutral*” by undertaking initiatives to reduce environmental

On a different front, Tokio Marine has also actively

impact from its domestic business operations via the effect of

responded to climate change by undertaking research into

mangrove trees absorbing and stabilizing CO2 and other means.

risks associated with climate change and global warming in

Currently, the entire Tokio Marine Group endeavors to become

collaboration with universities as well as by promoting thecarbon neutral on a global basis by the end of fiscal 2011.

development and provision of products that help mitigate andAlso, as part of its commitment to fulfill its corporate

adapt to climate change. Concurrently, we have been makingsocial responsibility, the Tokio Marine Group has traditionallyproactive efforts to reduce environmental impact from ourpromoted the employment of persons with disabilities. In

business activities while promoting environmental education

January 2010, we established Tokio Marine Business Support

activities.

Co., Ltd. to provide an even greater scope of opportunities

In collaboration with various non-governmental organiza-

for persons with disabilities across the entire Group. We will

tions (NGOs), Tokio Marine & Nichido has been involved incontinue the tradition of respecting “diversity” in employees

the Mangrove Planting Project focused on the Asian and Pacificand strive to be a corporate group where persons with a diverse

regions since 1999. During the past 11 years, Tokio Marine

range of backgrounds are widely accepted and able to lead

& Nichido has planted a total 6,293 hectares of forests. Thesefulfilling lives.

mangrove forests currently absorb and stabilize approximately

The United Nations Global Compact concerning human

44,000 tons of CO2 per year in addition to contributing to therights, labor, the environment and anti-corruption contains

preservation of biodiversity, prevention from tsunamis and local

numerous points that coincide with the Tokio Marine Group’s

community development. Focusing on these diverse positive

Corporate Philosophy and the Group Code of Conduct.

effects, Tokio Marine & Nichido launched the Green Gift

In agreement with its purpose, the Company has been a

Project in May 2009. With the support of customers, the Green

participant in the Global Compact since 2005. The Tokio Marine

Gift Project aims to reduce paper consumption by encouraging

Group will carefully consider the responsibilities it is expected

the use of Web-based insurance contracts (clauses) rather thanto fulfill. Based on dialogue and cooperation with diverse

providing them in a paper-based (brochure) format. At the

stakeholders, we will undertake initiatives for finding solutions

same time, through the Green Gift Project, we donate funds

to an array of social issues in regions worldwide, beginningto NGOs to cover the costs of mangrove planting. The amountwith climate change, as we work toward the realization of aof funds is decided in proportion to the number of customers

sustainable society. In striving to achieve these importantchoosing Web-based contracts instead of paper-based contracts.

objectives, I ask for your ongoing support.

of providing “safety and security” to customers worldwide andOver the course of its business activities going backThanks to efforts made in collaboration with our agents, as ofrealizing a prosperous and comfortable society through its

more than 130 years, the Company has proactively dealt withthe end of June 2010 we were able to get consent from morebusiness activities centered on the insurance business.

“new risks” emerging in tandem with ongoing changes inthan 7 million customers to switch to the Web-based format andUnder the Tokio Marine Group’s “Innovation and Executionsociety, such as the progression of motorization, the advance

reduce paper consumption by 1,400 tons per year. In September

2011” medium-term business plan, we aim to be a “globalof information and communication technology, and the2010, Tokio Marine & Nichido will begin providing information

corporate group maintaining growth by offering quality that

globalization of economies, and has actively supported theabout various aspects of the growth of mangrove forests

customers select,” while continuously pursuing improvements

progress of society by offering new insurance products andachieved via the Mangrove Planting Project. Events that will

Shuzo Sumi

services as solutions to these risks. More recently, Tokio

enable customer participation will also be held as a means ofPresident and Chief Executive Officer
Tokio Marine Holdings, Inc.

in the quality of our products, services and business processes

August 2010

*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 anequivalent amount sequestered or offset by means of planting mangrove, use of renewable energy, carbon credits, and other carbon-absorbing or carbon-reducing activities.

2

3

Tokio Marine Group’s Mangrove Planting Project
The Tokio Marine Group values a variety of benefits provided by mangrove forests and has been

Planting area:
6,293 hectares
Amount of CO2 absorption/
stabilization:
Approximately
44,000 tons

● Results of Mangrove Planting Project

promoting initiatives to protect the global environment together with customers and society.
■ Myanmar
1,409haAn Overview of the Mangrove Planting Project
Tokio Marine & Nichido has been promoting the Mangrove
Planting Project since 1999, and as of the end of March 2010 has
planted 6,293 hectares of forest. This project has been undertaken
in seven countries covering Southeast Asia, India and Fiji inpartnership with the NGOs Action for Mangrove Reforestation(ACTMANG), OISCA-International and the International Society for
Mangrove Ecosystems (ISME).
Mangrove trees help prevent global warming by absorbing andstoring a large volume of carbon dioxide (CO2) and can serve as
coastal breakwaters that protect people from tsunamis and othernatural disasters. Also referred to as “cradles of life,” mangroves(as of March 2010)

attract numerous types of wildlife such as fish, crabs, clams,and birds and help nourish a rich ecosystem. The cultivationof mangrove forests also provides residents of the afforested
areas with fish and forestry resources and promotes sustainable
development in the afforested regions.
Tokio Marine & Nichido has designatedmangrove forests, which protect the Earthand lives of people, as “insurance for the
future of the Earth” and has declared its
intention to continue this project for the next
100 years.

■ India32ha■ Vietnam
1,287ha■ The Philippines
645ha■ Thailand
966ha■ Fiji58ha■ Indonesia
1,896haGreen Gift Project—Presenting Forests to the 22nd Century
With the support of its customers, in May 2009 Tokio Marine & Nichido initiated the Green Gift
Project that aims to reduce environmental impact by reducing the use of paper. In conjunction
with this project, customers read the terms and conditions of their insurance contracts on thecompany’s website (Web contracts) instead of on paper. As of the end of June 2010, morethan 7 million contracts had been switched to paperless Web contracts. For each customer
who chooses a Web contract, Tokio Marine & Nichido donates funds equivalent to twomangrove saplings and thus contributes to the promotion of the Mangrove Planting Project.
Customers selecting Web
clauses when concluding
an insurance contract

Reduction in the annual amount of paper used: approximately

Curbing global
warming

Mangrove

1,400 tons

Planting

Contributing
to localeconomies
and societies(Reference: Amount of paper used by Tokio Marine & Nichido in FY2009: 9,503 tons)

For each Web contract, two mangrove
saplings are donated to Southeast
Asian countries, India or Fiji

The absorption of CO2 bymangrove trees helps alleviate
global warming

From September 2010, Tokio Marine & Nichido has designated customers who
participate in the Green Gift Project as its Green Gift Partners and has undertaken avariety of initiatives that give customers a genuine sense that they are participating
in and helping with global environmental protection and social contribution activities.
●Tokio Marine & Nichido has set up the Green Giftsite as a dedicated site on its home page. Usingmaps, photographs and videos, this site shows
various aspects of tree-planting activities, thecultivation of mangrove saplings and the lives ofresidents in the afforested regions.
●The amounts of CO2 absorbed to the present byafforested mangrove forests will be reported.
●Eco-volunteer tours (to Southeast Asia andIriomote Island in Okinawa) that enable the participation of customers, as well as
seminars and events, will be planned.
Through the Green Gift Project, Tokio Marine & Nichido will realize its aspirations forthe global environment together with its customers.

4

Cradles of life
(biodiversity preservation)

Environmental
education/
Developing
human resources

Cooperation
with customers
and society

Coastal breakwaters(Protect people
from natural disasters)

With the cooperation of Tokio Marine & Nichido,
from fiscal 2009 we commenced planting using avariety of mangrove called avicennia marina in thestate of Gujarat on the west coast of India. The
residents of Vadgam village plant the mangroves
and we provide technical support. When thetrees grow, they will prevent the penetrationof seawater into agricultural land, and theirleaves can be used as livestock feed. We havestarted this project with the expectation that the
mangroves will protect the lives and livelihoodof the villagers and it is our
fervent hope to continue thisproject for years to come.

Shigeyuki Baba
Director
Specified Nonprofit Corporation
International Society for
Mangrove Ecosystems

Ecosystem surrounding mangroves

Together with Customers■Planting of Avicennia Marina
in the State of Gujarat in India

Together with Employees and Agents

Mangrove Planting Volunteers
Once a year, the Tokio Marine Group carries out voluntary mangrove planting activities. Featuring
the participation of the Group’s employees and agents from countries and regions around the world,
these activities include mangrove planting, environmental education, and interchanges with residentsof the local communities where planting is undertaken. On the 11th, tour held in February 2010, 43
participants visited Ranong, Thailand, and planted approximately 20,000 trees over a three-day period.

■Taking Part in Mangrove Planting

I participated in the mangrove planting activities and felt strongly thatthe mangroves not only help prevent global warming but also play avaluable role in bringing benefits to the lives of residents of the local
regions. I will always cherish the experience of having participatedin an activity that will directly affect the Earth 50 and 100 years fromnow while transcending age, culture, and nationality to work together
as one with Group employees from around the world. In the future, I
will continue to actively promote the Green Gift Project.

Kazuki Matsuo
West Tokyo Branch
Tokio Marine & Nichido

Green Lessons: The Mangrove Story

Together with Society

Contributing to the Societies
and Economies of Mangrove
Planting Regions

support program, Tokio Marine & Nichido willthus carry out the dual global social contribution
activities of “nurturing both trees and people.”

During the three-year period from March 2010,
Tokio Marine & Nichido will donate approximately US$100,000 annually to support girls’ education and the establishment of reading rooms in
India and Bangladesh in cooperation with aninternational NGO, Room to Read*. Through the
Mangrove Planting Project and the educational*Room to Read is an NGO established in 2000 by
John Wood to support education in developing
countries. Room to Read has established schools,
libraries and reading rooms in nine countries in
Asia and Africa and publishes children’s books inlocal languages, donates English-language books
and supports girls’ education.
URL: http://www.roomtoread.org

The Tokio Marine Group holds “Green Lessons: The Mangrove Story,” an environmental
education program based on the theme of the “prevention of global warming and preservationof ecosystems,” at elementary schools and schools for students with special needs throughout
Japan. This program provides an opportunity for children to think about environmental problems.
The Green Lessons feature videos of mangrove
forests and the sharing of experiences by people who haveparticipated in the Mangrove Planting Project. The lessons
also include interesting stories involving the recycling ofcompany uniforms. Employees and agents volunteer to serve
as instructors for the lessons. Over the five-year period up to
the end of March 2010, approximately 23,000 children from
A class at Tsu City Seishi Elementaryaround 330 schools across Japan took part in the program.
School in Mie Prefecture

5CSR Management

Tokio Marine Group’s CSR■ Key CSR Issues of the Tokio Marine GroupThe Tokio Marine Group has provided “safety and security” tosociety and contributed to its development by making the mostof its abundant knowledge and experience accumulated over theyears in the insurance industry. In contemporary society, risks
surrounding individuals and companies continue to become morediversified and we are well aware of the increasing importanceof social roles and responsibilities incumbent on insurancecompanies. Under these circumstances, the Tokio Marine Groupis determined to raise its corporate value continuously by realizing
its Corporate Philosophy and thus contributing to the sustainablegrowth of society.
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 theimplementation of CSR management will serve as the cornerstoneof these efforts and we will proactively support initiatives to solve
various social issues through our business activities.

The Tokio Marine Group has identified three key CSR issues sharedby the entire Group and has been taking a cross-sectional approachto addressing these challenges. In identifying these key issues, we
ascertained various circumstances surrounding the Tokio Marine
Group by drawing on information obtained through such means aslistening to customers’ opinions, communicating with employees
and agents, obtaining feedback from SRI evaluation agencies,
and holding dialogues with external experts. Upon doing so, we
subsequently considered impacts on the economy, environment,
and society and then identified the key issues.

Key Issues
Targets

Results

Evaluation

Pages

Enhanced the quality of products and services
Enhance the qualityof products andservices●●

Tokio Marine & Nichido and Tokio Marine & Nichido Life carriedout “Medical Assist”◎

P.12-21

Tokio Marine & Nichido Life implemented the “Movement toProtect Customers from Cancer.”Targets (FY2010)●Continue initiatives tobecome “a global
corporate group
maintaining growth byoffering quality that
customers select”(Continue initiatives shown on the left)

Providing value through our core businesses
Provided products and services that adapt to and mitigate
climate change

Climate change and global warming are risks common to all
humankind. At the same time, we recognize that climate change
and global warming are also risks that have a big impact on ourbusiness activities.

❶Group companies (Japan):
Strengthen initiatives for
reducing environmental
impacts based on
independent numerical targets❶ Reduced environmental impact at all companies in Japan●Address climate change through our products and services❷Group companies (overseas):
Introduce environmental
management systems (EMS)
at principal bases❷ Introduced EMS at Group companies (mainly in the Americas, Europe and Asia)(since January 2009)

Responding to climate change

Provide insurance and financial products that respond to climatechange risks and contribute to the realization of a sustainable society.
●Reduce the volume of CO2 emissions accompanying our business activities

We consider it our responsibility as a corporate citizen to foster harmonious relations
with local communities through our community and social contribution activities andthus contribute to the development of local communities. We aim to achieve an
employee participation rate of 50% or higher for community and social contribution
activities for domestic Group company employees by the end of fiscal 2011.

Tokio Marine Group Corporate Philosophy
With customer trust as the foundation of all its activities, the Tokio Marine
Group continuously strives to raise its corporate value.
● Through the provision of the highest quality products and services, the Tokio Marine
Group aims to deliver safety and security to all its customers.
● By developing sound, profitable, and growing businesses throughout the world, theTokio Marine Group will fulfill its mandate to shareholders.
● The Tokio Marine Group will continue to build an open and dynamic corporate culturethat enables each and every employee to demonstrate his or her creative potential.
● Acting as a good corporate citizen through fair and responsible management, theTokio Marine Group will broadly contribute to the development of society.

Tokio Marine Group CSR Charter
The Tokio Marine Group is committed tofulfilling its Corporate Social Responsibility(CSR) by implementing its Corporate
Philosophy to achieve sustainable growth
together with the development of society, in
accordance with the following principles:
Products and Services● We aim to provide society with products
and services to meet the needs for safety
and security.

●

Tokio Marine & Nichido’s Green Gift Project
Promoted switch to paperless Web clauses for automobile, fireand Super Insurance: Attained a switchover rate of 60%◎

P.4-5,
22-26

Expand and upgrade Tokio Marine& Nichido’s Green Gift Project

India—IFFCO-Tokio General Insurance Co., Ltd. (weather insurance)
Promoted the diffusion of weather insurance in farming communities in India● Reduce environmental
impact at Group
companies(Japan/overseas): 68,411 tons in FY2009
CO2 emissions● Copier paper used: 2,127 tons in FY2009(a reduction of 8% from 2,313 tons in FY2008)
●

○

P.27

Copier paper use: 2,360 tons (areduction of 8% from theprevious year)

Participation rate in community and social contribution activities bydomestic Group company employees: 45%
Participation rate incommunity andsocial contribution
activities bydomestic Group
company employees:
30%

CO2 emissions: 79,500 tons (areduction of 7% from theprevious year)(Breakdown: 52% at Tokio Marine & Nichido and Tokio Marine & Nichido Life,
23% at other companies)●●

Strengthened joint initiatives within the Group for community and social contribution programs
Green Lessons (66 schools and 208 instructors in Japan)
Mangrove planting volunteers (February 2010: Thailand, 43 volunteers from Japan and other countries)
Pink Ribbon Movement, Campaign for Raising the Cancer Examination Rate, etc.
Disaster relief funds (support for disaster victims) donated by Group companies (Japan/overseas) and employees
A total of ¥17million for aiding victims of the Haiti earthquake and other aid activities

Respect for Human Rights and Dignity● We respect and actively promote therecognition 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 educationof our employees.
● We respect the right to privacy and strive toenforce this right through the managementof personal information.

Protection of the Global Environment● Acknowledging that the protection of the global
environment is an important responsibility
for all corporate entities, we act in harmony
with and contribute to the improvement of the
global environment in all of our activities.
Contribution to Local Communities and Societies● As a member of various communities andsocieties, we respect the diversity of culturesand customs in different countries and regions,and we aim to contribute actively to society inresponse to the needs of the current era.

◎

P.29-31● Employee participation rates forGroup companies (Japan)
promoting community and social
contribution activities in countries
and regions around the world

Collaborative Work
with Local Communities
and Societies

We have been working to reduce environmental impacts (including thevolume of CO2 emissions and paper consumption) caused by ourdomestic and overseas companies. We aim to become “carbon neutral”
across the entire Group (Japan and overseas) by the end of fiscal 2011.

●●Develop products andservices that adapt toand mitigate climatechangeResponding to
Climate Change

Develop and provide
products and services
that adapt to andmitigate climatechange (includes
responses fordeveloping countries)

With the aim of “offering quality that customers select,” we willthoroughly improve our business processes from customer
perspectives. We will also provide support for solving issues to
respond to the diversification and increased complexity of risks
accompanying changes in society.

Collaborative work with local communities
and societies

6

The companies in the Tokio Marine Group generally attained the targets of key CSR initiatives for fiscal 2009 according to plan.

Providing Value
through Our Businesses■ Participation in the United Nations Global Compact
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. Tokio Marine Holdings supports the United Nations Global
Compact and has participated since 2005.
http://unglobalcompact.org/■ Results of Fiscal 2009 Initiatives and Fiscal 2010 Plans

CSR Management■ Tokio Marine Group’s Approach to CSR

Tokio Marine & Nichido andTokio Marine & Nichido Life:
60%
Other than those shown above:
40%

Compliance● While striving to maintain high ethicalstandards at all times, we will pursue strict
compliance in all aspects of our businessactivities.
Communication● We intend to disclose information in a timely
and an appropriate manner and to promotedialogue with all of our stakeholders toensure effective corporate management.

7

CSR Management■ CSR Promotion Structure● The Tokio Marine Group CSR Promotion Structure

In recent years, attention has been focused on Socially
Responsible Investment (SRI), which evaluates corporate
activities from the perspective of sustainability in the areasof the economy, the environment and society. 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 continually earns such ratings. As
of September 30, 2010, Tokio Marine has been selected to
be included as one of the companies listed in the SRI indexes
shown below:

Tokio Marine Holdings
Board of Directors (Management Meeting)
CSR Board
Corporate Planning Department

CSR Section

Tokio Marine Group Companies
Board of Directors
CSR Promotion Officer
Workplace

Dow Jones Sustainability World Index*KPI: Key performance indicator● Corporate Value Index● CSR Index
Primary indicators

Agent
fundamentals

Results of customer surveys (on the level of satisfaction withagents and whether they appropriately ensure“Anshin Quality” and handling), etc.

Management
leadership

Results of employee surveys (evaluation of executives andmanagement), etc.

Number of employee activities making contributions to local
communities and societies, results of employee surveys(evaluation of respect for human dignity, corporate culture, CSR)

Employeecapabilities/
Operational
process
capabilities

Results of customer and agent surveys (on such subjects aspartnership with agents, satisfaction with accident responses,
ensuring appropriate “Anshin Quality” and payment of claims),
amount of paper used, amount of greenhouse gases (CO2)emitted and the switchover rate to Web clauses, etc.

Product strength

Results of external surveys on corporate image, results ofagent and 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 and demands), internal audit results, etc.

Level of satisfaction indicated in agent5) Agent satisfaction
surveyslevels6) Number of female
Number of female employees in the leader
employees inor sub-leader class (July 2009)leadership positions
7) Employment
Employment ratio of persons withratio of persons
disabilities (March 2010)
with disabilities

Protection of the global environment Community and social contributions

Organizational
cultureIndicator explanation

Diversity
Employees/Agents

Employment ratio of persons with disabilities, number ofOrganization/
female employees (at or above a certain rank), results of
Humanresources system employee surveys (on the level of employee satisfaction), etc.

Indicator

FY2008FY20091) Number of customers
Number of individual customers
13.96 million 13.84 million(individuals)
Levelofcustomersatisfaction
indicatedin2) Level of satisfaction
customer surveys at the time of sellingat time of sales
61.3%
68.7%
automobile and ﬁre insurance
solicitation
3) Level of satisfaction Total level of satisfaction indicated in
93.5%
94.2%
regarding responses customer surveys of responses to accidents(automobile insurance)
to accidents
4) Employee satisfaction Level of satisfaction indicated in employee
83.6%
78.4%
surveyslevels
−

78.7%

271

325

1.93%

2.04%

63,801t

47,870t

10,000t

9,503t10) Number of employees
Number of employees participating inparticipating incommunity and social volunteer activities (excluding 11 below)
contributions

2,110

7,995

11) Number of employees Number of employees making donations(excluding relief money for large-scale
making donations
disasters, etc.)

−

5,620

8) Amount of greenhouse Amount of greenhouse gas (CO2) emissions(domestic)* originating from energy usagegas (CO2) emissions
during business activities
9) Amount of paper
usedAmount of paper used (total for copierpaper, printed business forms,
computer-use paper in Japan)**The emission coefficient for greenhouse gas (CO2) emissions is calculated basedon the fiscal 2006 emission coefficient. This coefficient covers “energy usedin buildings and gasoline for company-owned vehicles.” From fiscal 2009, we
began calculating emissions associated with domestic and overseas businesstravel. When including business travel, the amount of CO2 emission was 50,990t.
web

8

President and Representative Director
Integrex Inc.

FTSE4Good Index Series

Ethibel Sustainability Index■ Third-Party Comment
Peter David Pedersen
Chief Executive
E-Square Inc.

ProfileBorn in 1967, Peter David Pedersen graduatedfrom the Institute of Cultural Anthropology,
Copenhagen University. In September 2000, heestablished E-Square Inc., which engages in CSR
and environmental consulting, and became its
Chief Executive, a position he currently holds.
Mr. Pedersen assists Japanese companies
with the formulation of CSR and environmental
management strategies, communications, humanresource development and marketing support.

I have a genuine feeling that the Tokio Marine Group’s CSR
management has steadily advanced with each passing year. I havebeen favorably impressed by Tokio Marine’s establishment of aclearer order of priorities, the strengthening of its implementation
structure, its creation of an employee-friendly work environment
and its whole-hearted efforts in implementing multi-faceted
initiatives to address crucial environmental issues, centering on
measures against climate change. As for my expectations for Tokio
Marine to further develop and expand its activities in the future, I
would like to cite the following points:● Systematic and strategic promotion of CSR management as a group,
encompassing operations both in Japan and overseas. In carryingout the management of a group that is composed of diverse business
entities, I believe that CSR and sustainable management can help
foster strong bonds that link each individual employee across nationalboundaries.
As it places greater focus on global issues in the future, it is only
natural that Tokio Marine is likely to be asked what types of soundsolutions it can provide as a world-class financial institution as part ofthis increased focus.

Collaborative Work
with Local Communities
and Societies

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

Customers

Customer
fundamentals

Area

Area ofassessment

One Akiyama

Responding to
Climate Change

categories for evaluating remuneration for Tokio Marine & Nichido
executives. By doing so, the Group aims to improve the quality of its
management strategies and CSR.
Moreover, in the important field of CSR, Tokio Marine & Nichido
discloses figures from its CSR Index, which consist of 11 items
taken from the Corporate Value Index that are considered to beparticularly important indicators of the progress of CSR initiatives.

Tokio Marine & Nichido defines corporate value as the sum totalof the value it provides for its stakeholders, namely, its customers,
shareholders, agents, employees, and local communities andsocieties, 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 strategy proposals.
Along with profits and sales, Tokio Marine & Nichido has
incorporated the Corporate Value Index as a KPI* into the

The Tokio Marine Group ranked number one in an overall
evaluation in its most recent survey. Tokio Marine earned
high evaluations in the categories of “leadership” and“sustainability” and was also highly acclaimed for its
initiatives for maintaining social and global environmental
sustainability backed by the strong commitment of its
top management. Today, the meaning of the letter “S” in
CSR is moving away from “social” toward “sustainability,”
while the meaning of “R” is shifting from “responsibility”
toward “respect” (respect for the image a company should
portray, desired corporate image).
While fully utilizing its functions
as a financial group with strong
integrity, I have high hopes that in
the future the Tokio Marine Groupwill gain recognition as Japan’s
most respected financial institution.

Providing Value
through Our Businesses■ The Tokio Marine & Nichido Corporate Value Index and CSR Index

Evaluations of the Tokio Marine Groupin Corporate Integrity Survey 2010

CSR Management

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 section (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.

■ External Evaluation● In Japan as well, I believe it is probably necessary to strengtheninternal communications and practical frameworks for participation toensure that employees and agents firmly make CSR and environmental
initiatives an integral part of their own jobs and ways of living.

As the economic development of Asian countries progresses
and the number of insurance industry competitors increases
and diversifies in global markets, I would like to see the Tokio
Marine Group carve a path for continued growth by implementing
strategies for continuously pursuing improvements in management
quality.

〉Home 〉CSR 〉Tokio Marine Group CSR〉Tokio Marine & Nichido Corporate Value Index and CSR Index

9Reducing Environmental Impacts from Business Activities(For further details, please refer to page 27)

Fujii● We should voluntarily consider plans for reducing
environmental impacts in anticipation of trends

in future environmental regulations including the
Global Warming Countermeasures Basic Act.

Pedersen● At globally advanced companies, countermeasuresextending all the way to employees’ use of their own
cars are being considered as part of CO2 reductionplans. Through a matching grant system, thesecompanies are supporting CO 2 carbon offsetting
associated with employees’ use of their cars andTokio Marine Group CSR Dialogue
The Tokio Marine Group invited prominent figures from among various fields and asked their opinions about the Group’s key
issues of “Providing value through Our Businesses/Responding to climate change—Green Gift Project,” “Responding toclimate change—Reducing environmental impacts from business activities” and “Collaborative work with local communities
and societies.” Some opinions offered by these experts are provided herein. (More detailed opinions are available on our
website.)First Dialogue (May 2010)

Green Gift Project

Yoshihiro Fujii
Professor
Graduate School of Global
Environmental Studies
Sophia University

Yoshifumi Tajiri
Director and Secretary GeneralSpecified Nonprofit Organization
Japan NPO CenterPeter David Pedersen
Chief Executive
E-Square Inc.

(For further details, please refer to pages 29-31)

TajiriManaging Director
Tokio Marine & Nichido● To encourage participation in voluntary communityand social contribution activities in every part ofJapan, CSR promotion departments tend to focus on
indicating programs applicable nationwide. On theother hand, wouldn’t it be important that employees
in their respective workplaces consider what social
contributions they can make locally taking their own
initiative and take action accordingly?
● Recently, many companies have been increasing
community and social contribution programs
involving family members of employees. I would like

Tokio Marine to further expand initiatives for “youth
development,” and at the same time, devise programs
that contribute to global “environmental protection”
and “safety and security.”● In taking a proactive approach to issues concerning
relationships with local communities and society, it
would be worthwhile for CSR promotion departments
to appeal more strongly to all employees of respective
companies to “declare everyone’s commitment toparticipate in community and social contribution
activities once a year.”● While taking into considering the characteristics andcultural elements of each country and region, the mostadvanced companies are working in conjunction with
NGOs and NPOs and taking innovative approaches
based on their own group’s shared principles of action.

● For employees to voluntarily join community andsocial contribution activities, I think it is necessary toconsider schemes that will actually make employees
want to participate in such activities on their own.

protection when they enroll in insurance. I hope thispoint will be more recognized in the future.
● Through participation in insurance, customers cantake part in mangrove planting, which is a type ofenvironmental activity that people cannot undertake
alone at the individual level. I think this probably
represents a new perspective for products andservices.

Edahiro● It would be better for Tokio Marine to explain “why
it is involved in the mangrove planting project” byexplaining the intent and purposes of this activity more
explicitly.
● The Green Gift Project involves the participation ofcustomers. For this reason, I would like Tokio Marine

to devise a means of disseminating information insuch a way that the effects and findings of the project
obtained through experience over the past 10 years
are visualized and that all participants in the project
come to feel that the growth of mangrove trees is an
important matter realized through their own efforts.

Junko Edahiro
Co-Chief Executive
Japan for Sustainability
Environmental Journalist

Responding to Opinions Obtained in the CSR Dialogue
perspective that encompasses the future generation of
today’s children.”● The sharing of thoughts and ideas among all
employees and agents is crucial. This should not
simply entail providing CSR education and training.
Rather, it is important that each employee and agent,
upon properly understanding the significance of theGreen Gift Project and other initiatives, agrees with theintent of these initiatives and then proactively takes
action.

● In cooperation with customers and agents, wewould like to steadily implement through theGreen Gift Project the types of initiatives thatcannot be put into practice solely through theefforts of individual customers. It is also ourintention to introduce such initiatives as those thatlead customers to gain new insights into issues
concerning global environmental protection.

● We would also like all of our Group companies
around the world to respectively address CSR
issues by sharing values and action principles forsocial responsibility and respecting the diverse
values of each country and region.
● In our daily efforts to raise our corporate value
through the practice of CSR, we would also liketo further develop the levels of initiatives from thestandpoint of sustainability.

Detailedversion10

Tsuyoshi Nagano

Second Dialogue (June 2010)

Pedersen● I would like to see the Tokio Marine Group organize
the overall composition of its global environmental
protection initiatives and clearly indicate the positioningof the Green Gift Project among these initiatives.
● Additional internal discussion should be carried out
regarding the shape of CSR within the Tokio Marine
Group. For example, it would be good to clarify sharedvalues throughout the Group, such as “we want tobecome a company that considers matters not onlyin terms of the present age but also from a long-term

Collaborative Work with Local Communities and Societies

Pedersenprotection activities through insurance is an
outstanding aspect of this project.
● In the future, besides mangrove planting activities, I am
also hoping to see Tokio Marine undertake new typesof community contribution activities such as forest
conservation activities in other countries and regions.

Tajiri● By enabling customers to visualize the achievementsof the mangrove planting activities and Green Gift
Project and allowing them to become familiar with ecoactivities, it is my hope that not just employees andagents but also society as a whole will become more
involved in environmental activities.
● The Green Gift Project also serves as a form ofenvironmental education as it makes customers once
again realize the importance of global environmental

President and Chief
Executive Officer
Tokio Marine Holdings, Inc.

(For further details, please refer to pages 4 and 5)

Fujii● I highly applaud this project for its approach thatlinks financial products provided to customers with
mangrove planting, while the mangrove planting in turncontributes to the development of the local economies.
In particular, I believe that enabling customers to also
participate together with Tokio Marine in environmental

Shuzo Sumi
are nurturing an awareness of participation among
employees. I hope to see Tokio Marine consider ascheme in the future that supports such measures
as well as reductions of the environmental impact byagents, who are business partners.

webToshiro Yagi
Executive Vice President andRepresentative Director (as of June 2010)
Tokio Marine Holdings〉Home 〉CSR 〉Tokio Marine Group “CSR Dialog”

11Providing Value through Our Businesses

We Contribute to the Development ofSociety by Enhancing the Quality of
Products and Services for Customers andDelivering “Safety and Security.”
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.

Diversifying Risks Together with Social Changes
The history of the Tokio Marine Group dates back to 1879.
It has since developed together with society by playing therole of supporting Japan’s economic development, startingwith marine insurance for corporations and providing
insurance such as automobile insurance, general liability
insurance and personal information protection insurance
to protect them against risks. For individual customers,
we have ceaselessly marketed types of insurance needed
to meet lifestyle changes, such as individual property
comprehensive insurance, travel insurance, medical
insurance and life insurance.
In today’s world, where risks surrounding companies

12

and individuals have become increasingly diversified, theTokio Marine Group is acutely aware of the importance of itsrole and responsibilities as a group of companies centeredon the insurance business for “protecting companies andhouseholds against such risks.”

Fulfilling Our Mission by Changing the Traditional
Concept of an Insurance Company
Traditionally, the insurance business has the role of providing
economic support for customers who have paid premiumsby settling insurance claims promptly and steadily in theevent of accidents. In our day-to-day business, we are fullycommitted to this basic principle as an insurance company

Amount of claims paid by Japanese non-life insurancecompanies to customers in fiscal 2008 (net claims paid):

4,399.5
567.9
45.0

Amount of claims paid for natural disasters(Typhoon No. 19 in 1991):

Ratio of the number of earthquake insurance policies (on dwelling risks) tothe number of fire insurance policies effected (as of the end of March 2009):

billion Yen
billion Yen%

Source: Fact Book 2009 issued by The General Insurance Association of Japanby offering customers easy-to-understand products orworking to enhance the quality of products and services sothat customers may feel assured with our claims settlement
services.
The fact remains, however, that the mere support ofcustomers’ economic burdens will not realize the “safeand secure” society to which we aspire. The best for bothcustomers and us is to prevent risks from becoming realities,
and for this reason, one of the important duties for insurancecompanies, who are professionals of risk management,
is to propose measures for preventing the occurrence ofaccidents.
At the same time, in addition to promptly responding

to customer contact in the event of contingencies, we set
great value on a corporate culture in which we constantly
ask ourselves whether we are truly attentive to customers
in seeing things from their viewpoints when responding tothem. In other words, value provided by the Tokio Marine
Group will be recognized when each and every employee
thinks proactively on his or her own, takes the initiative andin turn achieves customer satisfaction.
Based on a wealth of know-how accumulated throughits insurance business spanning over 130 years, theTokio Marine Group will continuously contribute to thedevelopment of society by delivering “safety and security.”

13

Providing Value through Our Businesses
SpecialFeatureSocial Issues

CancerCollaboration with Local Authorities

Movement to Protect
Customers from Cancer●Enable employees and agents to sufficiently understandvarious information about cancer
Initiatives include ongoing study sessions or holding seminars
by inviting external lecturers (including healthcare
professionals and persons who have survived cancer).

Spreading the message about cancer
Summary of Monthly Reports of Vital Statistics 2009 by the Ministry of Health, Labor and Welfare

Others24.2%

Cancer
30.1%●●

Yoshiaki Sato
Assistant Manager,
Marketing Promotion and
Planning Department,
Tokio Marine & Nichido Life
Insurance Co., Ltd.

Going Back to the Origins of an
Insurance Company Extending beyond
Conventional Insurance Products
In September 2007, prior to the introduction of new cancer
insurance products, the president conveyed a message toall employees of Tokio Marine & Nichido Life that “Tokio
Marine & Nichido Life has been promoting the ‘Movement
to Protect Customers from Cancer,’ an activity extending
beyond insurance products based on the firm conviction that
this initiative is truly a social mission expected of insurance
professionals.” Insurance professionals are persons who
devote themselves to insurance businesses with a strong
sense of social mission and high professional ethics. This
movement has grown steadily by striking a chord with many
employees and agents, who were inspired to look into ways
they could improve their service to customers, including theearlier recommendation of cancer examinations.

Accidents
3.3%

Providing support against cancer●●●

Old age[Natural causes]
3.4%
Pneumonia
9.8%

●

●
●

Heart disease
15.8%

Cerebrovascular disease
10.7%

Approximately one out of every three Japanese people (30.1%), or
more than 340,000 people each year, will lose their lives due to cancer.

Learning and Spreading the Message
about Cancer and Providing Support
The Movement to Protect Customers from Cancer is made up of thethree steps of learning about cancer, spreading the message about
cancer and providing support.
The first step is for us to learn about cancer. Each and every
employee and agent voluntarily investigates the current status ofcancer, including preventative measures, treatment
methods and the realities ofthe present medical care in
their respective regions, byholding study sessions frequently.

●Support for early detection
Preferential services for general health checkups and cancer
PET examinations●Support in the event of being diagnosed with cancer
Payment of insurance claims and benefits from cancer
insurance (guaranteed extended coverage for advanced
medical treatment and anti-cancer drug treatment). Providing
various information and psychological support via
cancer-specific consultation centers, home consultation andother services.

Conveying Our Thoughts and Protecting
Customers from Cancer
The characteristics of this movement are that all employees consider
the protection of customers from cancer as a personal matter, andduly consider and take the initiative along with agents on what they
can do together for customers. By participating in this movement, I
personally have come to realize once again the meaning of working
in an insurance company. We should have sufficient knowledge andexperience that we can convey to customers, make efforts to alleviate
their economic and psychological stress through insurance products
and related services, and thus support and encourage customers
who are suffering from cancer as well as their families. This is truly
worthwhile, and I believe that there are still many more things we cando for customers.
web

14

Employees and agents have beencollectively promoting activities by
sharing the same ideas.
The Kanazawa Branch of Tokio Marine & Nichido and Tokio
Marine & Nichido Life have established the “Key Persons
Meeting” made up mainly of female employees. As the firststep, members gathered and shared various information
for the purpose of deepening employees’ understanding
about cancer. A story which touched us deeply was theexperience of a staff member at one of the agencies
who is diligently caring for a person close to her who
has developed cancer. As a means of enabling as manycustomers or agents as possible to learn about the disease
called cancer and conveying the importance of insurance,
we have distributed leaflets giving a plain explanation
about preparedness for cancer and preventative measuresagainst it. We have also held various events to enable
participants to conduct self-breast examinations using
breast palpation models. Additionally, employees andagents have been making concerted efforts to promote
activities such as producing and donating 150 terry cloth
caps for use by people undergoing anti-cancer drug
treatment.
(Takako Nishino, Kanazawa Branch of Tokio Marine &Nichido Life Insurance)

Collaborative Work
with Local Communities
and Societies

Suicide2.7%●Raise awareness about cancer by widely conveying
various information to customers and society
Initiatives include distributing leaflets that summarize cancer
preventive measures and the importance of detecting cancer
at an early stage, recommending cancer examinations andholding seminars.

Nationwide Regional Activities
Responding to
Climate Change● Leading Causes of Death in Japan

Insurance Co., Ltd.

Providing Value
through Our Businesses

What can we do to help ease the hardship and suffering of customers and their families fighting against
cancer? The Movement to Protect Customers from Cancer is supported by our passionate dedication as
insurance professionals.

Learning about cancer

It is an urgent task to improve cancer examination rates in orderto 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 the government and local
authorities. Since July 2008, based on the belief that joint action
with as many people as possible is indispensable for improving
the situation, Tokio Marine & Nichido Life has concluded
agreements with Kochi Prefecture, 37 other prefectural bodies
and 7 cities (as of May 26, 2010) and has been actively promoting
collaboration with them to call more attention to cancer andraise examination rates. In Kochi Prefecture, the Prefectural
Government, Bank of Kochi, Ltd. and the Kochi Branch of
Tokio Marine & Nichido Life entered into a joint agreement toform a partnership to undertake the “Kochi Prefecture Cancer
Examination Rate Improvement Project.” Under this project,both public and private sectors have been promoting initiatives
such as imparting information regarding cancer examinations
on the Kochi Prefectural Government website and urging people
to get examinations by distributing leaflets, which are handed
out to people who have received medical checkups, together
g fromwith novelty gifts under the theme “Spreading the message
person to person.” We are determined to continue
our efforts to deepen relationships with regional
communities, expand our activities and thus create
more opportunities for as many people as possible
to take a greater interest Yoshitada Sanoin cancer and increase Assistant Manager,
their knowledge about Marketing Promotion and
Planning Department,
this disease.
Tokio Marine & Nichido Life

CSR Management

What We Can Do to Protect Customers from
Cancer, a Disease Causing Approximately One Out
of Every Three Japanese People to Lose Their Lives.

The second step is to spread the message about cancer. Besides
taking preventative measures by improving dietary habits or quitting
smoking, it is also important to get medical examinations on a regularbasis since there is a high probability of being cured if cancer is foundat an early stage. To this end, we have been implementing various
activities by considering what each of us can do in each region, suchas holding seminars or conducting enlightenment campaigns on thestreet by producing tools to convey the importance of preventative
measures and checkups as well as knowledge on cancer in an easyto-understand manner. Collaboration with public organizations
nationwide is an example of such initiatives.
The third step is to provide support. The psychological distressof customers who have been diagnosed as having cancer and theirfamilies is enormous. As a consequence, Tokio Marine & Nichido
Life not only provides economic support via insurance products but
also has established a cancer-specific consultation center, in which
doctors and nurses specialized in the medical treatment of cancer inrespective areas of the body offer advice via telephone. Additionally,home consultation services by dedicated consultation staff are alsoavailable to address customer concerns.

We have been Expanding the“Movement to Protect Customers
from Cancer” into Regional Activities.

Key Persons Meeting members (Ms. Nishino on the second
from right in front row)

> HOME > CSR > Key CSR Issues and Initiatives of the Tokio Marine Group > Providing Value through Our Businesses

15

Providing Value through Our Businesses
SpecialFeatureSpecialFeatureSocial Issues

Social Issues

Healthcare Medical Assist

Disasters

Delivering “Security” to Customers
through Advice by Healthcare Specialists
We support customers beyond the framework of insurance by providing “Medical Assist,” anaround-the-clock service that responds to providing consultation to inquiries about healthconcerns to customers and their families.

Emergency
medicalconsultation

Emergency medical specialists who are taking the lead inemergency medical institutions and experienced nurses respondto urgent medical consultation requests 24 hours a day/7 days aweek.

Consultation
Medical specialists in various diagnostic fields provide
with medical
consultation via telephone regarding medical care and healthspecialists
by appointment.
by appointment
Informationof medical
institutions

Information is provided about emergency care hospitals that
accept patients at night and on holidays, the closest medical
institutions while traveling, etc.

Transfers/
Arrangingpatienttransfers

A series of services are carried out for customers who become
hospitalized in Japan or abroad while traveling, including
arrangements for a private ambulance and special proceduresfor boarding aircraft in the event of transferring such customers
from emergency care hospitals to hospitals near their homes.
(Expenses incurred in the course of transportation shall be paidby customers.)

Cancer-specific Highly specialized medical staffs attend to the concerns ofpatients who are fighting against cancer and their families in
consultation
addition to responding to various concerns about cancer.
centers

Yoko Mimoto
Manager,
Health Promotion Department,
Tokio Marine & Nichido Medical
Service Co., Ltd.

Corporate customers are always surrounded by risks such as thesudden occurrence of floods, earthquakes, fires and explosions. In suchcircumstances, Tokio Marine & Nichido has continued providing economic
compensation over the years for loss or damage sustained by such
incidents by way of its insurance products. Additionally, the Tokio Marine
Group also provides its customers with comprehensive corporate support
plans from the formulation of business continuity plans (BCPs) to theestablishment of business continuity management (BCM), including training
for an initial-stage response to disasters and early recovery.
It is a major issue for customers who have experienced disasters andaccidents to resume their businesses as quickly as possible. In past years,
the only option available for recovery was to newly replace production
facilities or servers. For this reason, long periods of time were required
until the restart of business operations in addition to incurring significant
costs. However, in the course of damage inspections conducted by
Tokio Marine & Nichido’s claims staff, that there are many cases in which
production machinery and equipment covered with smoke, soot or othersubstances are not broken down mechanically, making it possible for them
to be repaired for reuse. In view of such instances, Tokio Marine & Nichido
has formed a partnership with BELFOR, a company possessing highly
specialized technologies in the disaster recovery support field, and has
been providing Early Disaster Recovery Support Service for Tokio Marine& Nichido’s corporate insurance
customers.

Assistant Manager,
Commercial Lines,
Marketing Department,
Tokio Marine & Nichido Fire
Insurance Co., Ltd.

Shinichi Okabe
Director,
BELFOR (Japan) Co., Ltd.

“Restoration” Is An Alternative Solution to
Early-Stage Disaster Recovery
Tokio Marine & Nichido contacts BELFOR with customers’ consent after
receiving a report from a customer who has met with a disaster or an
accident. BELFOR immediately visits the site to conduct an on-the-spot
inspection. The first step is to draw up a “contamination map” which
identifies contaminated areas on site. Then, an optimal recovery plan
will be proposed to customers after conducting emergency stabilization
measures, if necessary, to inhibit the progression of corrosion and rust

web

16

to prevent further damage. Fullscale recovery operations entail
the dismantling of various facilities
contaminated with smoke due tofire or mud caused by flooding
ContaminatedPrecision cleaningand other incidents, as well as
equipment
equipment
precision cleaning using special technologies, drying, reassembly andinspection. Additionally, since replacement of customized facilities is often
impossible, BELFOR’s restoration technology proves beneficial in suchcases as well. Another advantage is that even in cases where facilities are
replaceable, early recovery can be realized without having to wait for new
facility installations that require considerable expenditure. For example,
there was a case in which recovery was realized within one month,whereas it would have taken 12 months to procure new facilities. This
enables customers to quickly restart their business operations comparedwith the installation of new facilities.
Whenever we come in contact with customers who have encountereddisasters or accidents at damaged sites, we have been always thinking,“Isn’t there a way to provide support that will directly respond to customer
needs for recovery at an early stage?” Thisin turn has led us to form a partnership with
BELFOR. In Japan the option of “restoration”
by using special technologies possessed bycompanies such as BELFOR is still not broadly
known. There are some customers who areeven surprised by such a solution. In thisrespect, we will continuously seek to do what
we can from the perspective of contributing toour customers’ business continuity.
Takuya Nagami

Collaborative Work
with Local Communities
and Societies● Medical Assist Service Overview

Recently, the average number of days of hospitalization has becomemuch shorter, with the result that the need of continuing care athome has become much greater. I formerly worked as a nurse at a
hospital and experienced a dilemma because sufficient care cannot
be given to patients after their return home. My concern is that in
an environment where there are no specialists to whom patients
can turn for advice, many of them feel anxious and uneasy. In suchcircumstances, I hope that the existence of Medical Assist, whichenables patients to seek advice easily via telephone, will provide
them with a feeling of reassurance.
At the same time, a social issue has arisen in which patients
whose symptoms are less urgent visit emergency outpatient units
in hospitals at night or on holidays, making it difficult for patients
who have severe symptoms and truly require emergency medical
treatment to receive care. However, it is natural that people who haveno medical knowledge become worried with any sign of physicalunfitness. Under such circumstances, the Medical Assist service
will offer appropriate advice via telephone as to whether or not an
emergency medical exam is required by listening to the symptoms
in detail. We hope that Medical Assist will be a helpful tool to ensure
customers’ health and security andultimately resolve such dilemmas facedin the medical care field.

Supporting Customer BusinessContinuity from Disaster Prevention
to Swift Disaster Recovery

Responding to
Climate Change

Akihito Kitagawa
General Manager,
Health Promotion Department,
Tokio Marine & Nichido Medical
Service Co., Ltd.

Further Ensuring “Security” in the
Medical Care Field

Tokio Marine & Nichido works in partnership with BELFOR (Japan) Co., Ltd., a company specializingin disaster recovery support, to realize swift recovery from disasters and calamities and support
customer business continuity.

Providing Value
through Our Businesses

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, 7 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 at night. 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, assistant professors(appointment required), 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. For example,
in the case of proving 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.

Customers’ Greatest Hope is Early Recovery after
a Disaster. We are Working to Expand “Safety andSecurity” by Supporting Business Continuity.

CSR Management

Providing Consultation Services
regarding Customers’ Illnesses, Injuries
and Other Health-Related Concerns 24
Hours a Day, 7 Days a Week

For Disaster Prevention
and Early Recovery● Flow of Early Disaster Recovery Support by BELFOR
Verification of disasterand contamination

Step 1
Step 2

Emergency stabilization measures

Step 3
Step 4

Proposal ofan optimal recovery plan
Full-scale restoration
by BELFOR> HOME > Key CSR Issues and Initiatives of the Tokio Marine Group > Providing Value through Our Businesses

17

Providing Value through Our Businesses

Quality Enhancement

Quality Enhancement■ Response to Customer Feedback

Customer feedback

To Gain Customer Trust in All Processes from Contract
Procedures to the Payment of Insurance Claims■ 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.

(4) We will deliver greater “safety and security” based on
customer feedback.

● Customer centers● Customer consultation
centers● Insurance claim
consultation centers● Customer surveys● Company website

Contact Points ofReceiving Customer
Feedback● Agents and employees

Implementation to e
nha
nc

●

26,106 cases

Others21.9%(5,709 cases)●

Related to premiums
and benefits
4.5%(1,180 cases)●

Dissatisfaction

929 cases

Compliments

Dissatisfaction●●

Related to various
types of procedures
41.6%(10,865 cases)●

Response, manners,
etc.
15.2%
(8,868 cases)●●

Related to insurance
participation
16.2%(4,216 cases)

Related to premium payment
15.8%(4,136 cases)

Claims services
32.5%(18,899 cases)

Shared Value = DNA Handed Down to Members Engaged in Claims
Ser vices of Tokio Marine & Nichido
We meet customers when they encounter
accidents that may or may not occur
once in a lifetime. Besides times when
we pay insurance claims, truly pleasing
moments occur in claims services whencustomers comment, “I am glad thatyou are in charge of my case. Thankyou.” This is especially true when it is a
result of considering the best solution forcustomers and taking actions accordingly.
Although it is not tangible, we consider
that putting the highest priority on giving
careful considerations about customers is
a component of product quality of claims
services.
A booklet entitled “Kokorokara” (FromOur Hearts) summarizes the value on which
we place importance, including the sharedideas of all members involved with claims
services for customers, working in harmony
with colleagues and in pursuit of expertise.

■ Enhancing Transparency regarding
Customer Feedback (Dissatisfaction)
From the perspective of enhancing the transparency of initiatives regarding customer feedback, the number of feedback
comments received, details of claims and examples of developing and improving products and services carried out basedon such feedback are made public via the company website ingreater detail.
(Tokio Marine & Nichido / Nisshin Fire / Tokio Marine & Nichido Life
Insurance / Tokio Marine & Nichido Financial Life Insurance)

Example of Improvements Based on
Customer Feedback[ Customer opinion ]I dropped and broke my video camera while I was traveling overseas.
After returning to Japan, I read the “Overseas Travel Insurance
Handbook,” which I received at the time of concluding the insurance
contract, to know where I should contact. It was difficult for me,
however, to find out what to do from the handbook, which listed
many addresses and telephone numbers of the insurance company
nationwide.

Hiroaki Ichihara
Manager,
Claims Management
Department,
Tokio Marine & Nichido Fire
Insurance Co., Ltd.

The content is based on questionnaire
results and interviews conducted bytargeting several thousand individuals inorder to share the thoughts of colleagues
and what they value. This booklet is
distributed to all members engaged inclaims services, including new employees
who join the company each year, and we
aim to use it to communicate cherishedvalues that we want to be handed down
continuously from generation to generation.
I also refer to this booklet whenever there issomething I cannot make decisions about
or on occasions when I want to be inspired
and energized by my colleagues’ thoughts.
In addition to colleagues, I would like tocontinuously hand down my purpose,
pride and sincerity in claims services froma customer standpoint, as part of our DNA
to all members who will be involved withclaims services.

Collaborative Work
with Local Communities
and Societies■ Provide Better Services from Company-Wide andExternal Perspectives
All companies of the Tokio Marine Group have been actively
taking customer feedback into consideration by utilizing various
tools such as customer inquiry centers, company websites andcustomer questionnaires. Additionally, initiatives are carried out
to improve products and services by sharing information about
needs perceived by employees and agents in their contact withcustomers.
For example, Tokio Marine & Nichido, Tokio Marine & Nichido
Life and Nisshin Fire enter such feedback in a unified management system that conforms to the ISO10002 standard, establishedContract procedure
management
41.1%(23,943 cases)●

Dissatisfaction

Responding to
Climate Change(3) We will utilize customer feedback to enhance the quality of
our operations, including products and services.

Products andservices
11.2%(6,517 cases)

9,800 cases

Compliments

A

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.

58,227 cases

Providing Value
through Our Businesses■ Basic Philosophy

Dissatisfaction● Tokio Marine & Nichido Life

CSR Management̶ Tokio Marine & Nichido Customer Feedback Response Policy ̶on their respective
intranets, in order toCustomers Sur
ityve
analyze customer feedualyqeback. This feedback isthen utilized for various purposes such as
Improvement cycle
the development andoriginating from
improvement of prodcustomer feedback
ucts, administrative
work and systems. Adnaditionally, Tokio Marine
ly s
ty
is t
a li
& Nichido conductso enhance quregular meetings withfive consumer advisors
in order to detect problems and improve the situation from external
standpoints. These initiatives are helping to improve various aspects such as simplifying information materials or establishing tollfree telephone lines exclusively for overseas travel insurance andclaims.

ce quality
han
en
to

■ Customer Feedback Fundamental to Enhancing Quality
Critical opinions and demands from customers are valuableassets for us to provide more quality services to customers.
Based on the Group’s common standards related to customer
feedback, 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

Kokorokara Booklet
Cover page and inside text
“We want to make our field ofspecialization the cultivation of
our human value. There is no
end to the cultivation of humanvalue.”
Note: Japanese, English andChinese versions are alsoavailable.

[ Improvement ]An exclusive toll-free telephone line already has been installed
to respond to inquiries and calls from overseas. We have unified
the point of contact by newly establishing an exclusive toll-free
telephone line for insurance claims under overseas travel insurance
to enable customers to smoothly contact us after returning toJapan. The address is now shown in the Overseas Travel Insurance
Handbook and is available for use 24 hours a day, 7 days a week,
including nighttime and holidays.

● Activities are introduced on the company website in greater detail.
web

18

>

>

>

>

HOME CSR Key CSR Issues and Initiatives of the Tokio Marine Group Providing Value through Our Businesses

19

Providing Value through Our Businesses

Quality Enhancement■ Developing Employee Quality through Programs that Nature andSupport Skill Development* Three elements that make up “Human Power”: Abilities as professionals, energies
and to always think and act by putting yourself in the other party’s shoes● Human Resource Development Cycle (For Tokio Marine & Nichido)
Desired personnel

Details of the following initiatives regarding employee development and support are available via the Company website.

•••

Toward creating a comfortable workplace
Approach to human resources
Initiatives to raise awareness of human rights
Health management
Communication with employees
Employing diverse human resources
Promoting career opportunities for female employees
Promoting the employment of persons with disabilities(Establishment of Tokio Marine Business Support)
Sustainable System for Continued Employment for the Elderly
web

OJT
Off-JT, self-development
Corporate culture ofnurturing personnel

Foundation of Human
Resources Development> HOME > CSR > Relations with Stakeholders> Relations with Employees

Mid-term interviews
Clarify job
responsibilities
Development
policies

Self-development
OJT/Off-JT
Interviews(Goal-setting)

Human Resources
Development System

Establishing the Global Human Resources Group on July 1, 2010
In order to realize the strategic human resource development and personnel allocation envisioned in the mediumterm corporate strategy for FY09-11, the Global Human
Resources Group (GHRG) was established in the International Business Development Dept, effective as of July 1,
2010. The GHRG’s major initiatives will be:

20

Building policies, framework and infrastructure of globalHR.
Planning and providing cross-cultural training and seminars for international business.
In order to promote diversity world-wide, the Tokio
Marine Group will endeavor to enrich its human capitalbase by leveraging the global HR function.
••● Number of Employees Who Used Childcare Support Systems［Tokio Marine Group (Domestic)
Systems

FY2008FY2009① Retiree rehiring system

70② Maternity leave system

250

284

321

284

③ Childcare leave system

19 male(incl.
employees )20 male(incl.
employees )

210

320

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 Babysittersand Partnered Childcare Centers (approximately 1,000 locations as of April2010) and other systems have been established to support female employees
who are raising children.

Holding Management Seminar for International Group Companies
The Tokio Marine Group places an increasingly high levelof importance on the training of its diverse personnel
as the basis for furthering its international businessdevelopment.
Among the training programs pertaining to ouri n t e r n a t i o n a l b u s i n e s s , t h e To k i o M a r i n e G ro u pManagement Seminar is an initiative launched in 2001 for
the Group’s international staff, and has been held annuallyfor the 10 years since.
The objectives of the Seminar, whose participants
are nominated from among the middle management
staff throughout the world, include deepening theunderstanding of the Tokio Marine Group’s strategy andcultivating the sense of integrity as leaders, both of which

Collaborative Work
with Local Communities
and Societies•

Carrying out one’s role,demonstrate competencies■ 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. At the sametime, 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, Tokio Marine & Nichido Systems Co., Ltd. andTokio Marine & Nichido Adjusting Services Co., Ltd. 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.

Responding to
Climate Change•Interviews(reviews)

Tokio Marine & Nichido has undertaken measures todevelop its human resources by cultivating a culture inwhich 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 fourtimes a year to develop each employee’s competency (inbehavior and thinking). At the interviews, employees share
their career visions and personal strengths and weaknesses
with supervisors. This is undertaken in combination with onthe-job training, off-the-job training 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 toemployees who wish to earn such qualifications. The
company also actively sends employees to training at
business schools, law schools and other institutions bothin Japan and around the world to develop personnel who
possess a broad perspective, international sensibilities andhigh degrees of specialized knowledge. Tokio Marine &Nichido also works to enhance the career development of
employees of Group member companies overseas throughefforts including group training in their own countries and inJapan.

Providing Value
through Our Businesses■ Development of Human Resources as Professionals
The Tokio Marine Group considers its employees to be its
most valuable assets as the Group works toward achieving
sustainable growth as a corporate group selected bycustomers for its quality. With this in mind, the Tokio Marine
Group has been undertaking efforts to become a grouptruly trusted and supported by customers through creating“a corporate culture that encourages self-cultivation andthe development of human resources.” This is being
accomplished through comprehensive employee training
centered on on-the-job training and ongoing support
for self-development. All Group member companies arebuilding skill development programs and personnel systems
appropriate for the characteristics of their respective offices.

CSR Management

The Tokio Marine Group believes it essential that motivatedand capable employees who possess diverse senses ofvalue should fully demonstrate their capabilities, regardlessof gender, age, nationality or other attributes, to improve
the quality of the products and services that it provides
to customers. We are aiming to enhance employees’ jobsatisfaction along with efforts to “continuously build anopen and dynamic corporate culture that enables eachand every employee to demonstrate his or her creative
potential” through a transparent and fair personnel system.
Additionally, we are also working to leverage the “Human
Power*” of employees which is very important for them toprovide value to customers in selling intangible products
such as insurance products and services.

stem from direct exchanges of opinions among fellow
attendees from diverse countries, regions, cultures andfunctions.

Meeting President Shuzo Sumi at the Tokio Marine Group Management
Seminar 2010 in which 17 local staff members from 12 different
countries and regions participated.

21

Responding to Climate Change

Mitigating New Risks Associated with
Climate ChangebillionTotal insurance claims paid for damage: US$billionAmount of damage from abnormal weather in the 1990s vs. 1960s:-fold increase

Risks of climate change to society are becoming increasingly serious as evident in the incidence of typhoons,hurricanes and other natural disasters. The Tokio Marine Group develops and provides products and services thatAmount of insurance claims paid:

adapt to and mitigate climate change with the aim of contributing to the creation of a sustainable society.

22

Environmental Issues That Pose Risks to All
Humankind

Pooling Group Capabilities to Adapt to and
Mitigate Climate Change

Various environmental issues that pose risks to all
humankind seriously threaten our lives. The impact ofclimate change has worsened around the world in particularwith the increased incidence of droughts, torrential rainfalls
and infectious diseases in recent years.
It is noted that insurance companies are deeply affectedby climate change in their core businesses. In fact, insurers in
different regions and countries in the world have had to payhuge insurance claims because of damage caused by frequent
occurrences of natural disasters since the 1990s. It is generally
considered that climate change is a serious threat confronting
the global insurance industry over the medium to long term.

Our mission in the non-life insurance sector is to underwrite
insurance and pay claims stably over the medium to longterm and ensure “safety and security” for society.
Specifically, the insurance industry is expected toprovide society with various solutions by means of its highly
professional knowledge and skills in such fields as thepayment of insurance claims, risk assessment and asset
management. It is also important for the industry to promote
insurance systems, loss prevention and risk management indeveloping countries and regions vulnerable to the impact
of climate change.

65.0
16.0
8
14

Total amount of damage from natural disasters worldwide in 2003: US$-fold increase

Excerpt from Intergovernmental Panel on Climate Change (IPCC) 3rd Assessment Report

Since December 2006, the Tokio Marine Group has
been promoting the cross-organizational “Global Warming
Research Project.” Under this endeavor, the Group is
engaged in the study of climate change risks and global
warming, as well as in the development and supply of
products and services relating to them, through the joint
efforts of Tokio Marine & Nichido, the Tokio Marine ResearchInstitute and Tokio Marine & Nichido Risk Consulting Co.,Ltd.
The Tokio Marine Group will respond to new risks
arising from climate change as an all-around businessgroup equipped with versatile functions such as insurance
products, services, risk study and consulting.

Risk Research
Provision of
Insurance
Products andServices

Reduction ofEnvironmental
ImpactThe
T
he Tokio Marine Group’s
response to climate change

Environmental
Investment
Consulting forEnvironment

Environmental
Enlightenment
and Social
Contribution

23

Responding to Climate Change

Risk Research[Special Feature]

Weather
Insurance

We have made advancements in natural
disaster risk assessment methods andlinked this to the development of products
and services that adapt to climate change.

Provision of
Insurance Products
and Services

IFFCO-TOKIO General
Insurance Co., Ltd.

Production(100 tons)

1,100

100,000
Correlation (mm)90,000

Climate change causes severe damage
to Indian farmers
India is an agricultural country with approximately 60% of theworking population involved in farming. Irrigation, however,has yet to spread to many regions, and the country depends
on rainfall for close to 70% of its agricultural water. Droughts
and other climate change can therefore have significant
impact. For example, in 2002 the June to September
monsoon season saw only 44% of regions recording higher
than normal rainfall, and agricultural production declined by
13.2% as a result. A significant drought in the country canquickly result in desperate circumstances for farmers, andthey often are subject to economic damage as well, being
forced to sell their livestock and land.
We asked ourselves what we, as an insurance company,
could do to remedy the situation. This question led to thedevelopment of “weather insurance.” The product combines
the expertise of the Tokio Marine Group in assessing therisk of natural disasters with the farm and rural assistance

900
80,000700
70,000
Rice production (100 tons)
500

60,0001999 2000 2001 2002 2003 2004 2005 2006 2007 2008
* Precipitation:
Rainfall during monsoon season (e.g., June - October)
Rice production: Kharif paddy production (summer season)

Applying Tokio Marine Group expertise
to weather insurance in India
In 2001, the Tokio Marine Group established IFFCO-TOKYO
General Insurance Co. Ltd. as a joint venture with IFFCO tobegin development of weather insurance. The product was
based on weather derivatives developed by the Tokio Marine
Group and on our expertise in weather analysis.
To calculate the probability of drought, the Groupmade use of more than 100 years of data on rainfall in

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 topclass climate models developed by the university.

● Through a partnership with the Hydrospheric AtmosphericResearch Center of Nagoya University, Tokio Marine & Nichido
and the Tokio Marine Research Institute have been conducting
research on how the increase in typhoon risks affects the amountof insurance claims paid by analyzing changes in the nature of
typhoons occurring around Japan due to climate change.

Using insurance to contribute tosustainable societies
Less than 1% of the population in India is enrolled in nonlife insurance. Before weather insurance could spread, it
was necessary for potential customers to understand how
insurance works, so IFFCO representatives visited villages
in states around India to provide explanations. Today, when
weather conditions result in a shortage of rainwater, we often
hear farmers talk about how glad they are to have enrolled inweather insurance and be able to receive benefit payments,
and this only underscores for us the significant role that
insurance has to play in society. Approximately 70,000
farmers in 11 states have enrolled in weather insurance, andwith the risks from climate change mounting, insurance has
become deeply intertwined with the lives of rural villages.
It is seen as contributing to the development of agriculture
throughout India.
The company also uses the product development
expertise of the Tokio Marine Group and the network of
IFFCO to offer a variety of “micro-insurance” products forrural communities and other low-income households. These
products provide protection from fire, medical and injury
risks for very small premiums. We look forward to continuing
to serve as an insurance company, responding to changing
times and solving local problems.
* See our website for details on other types of insurance that IFFCO-TOKIO
General Insurance provides in India, including micro-insurance.

● Tokio Millennium Re based in Bermuda has been conducting
surveys and research on climate change and global 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 andClimate Change, inviting front-line specialists who study climatechange-related risks and provide an assessment of risks caused
by natural disaster risks worldwide.

Collaborative Work
with Local Communities
and Societies● Correlation between Rainfall and Paddy Production (1999-2008*)
Correlation(mm)● In collaboration with the Center for Climate System Research of

Responding to
Climate Change

programs of the Indian Farmers Fertilizer Cooperative Ltd.
(IFFCO), India’s largest public company involved in fertilizer.
Being able to use insurance to cover the risks brought on by
climate change means that the Group can help stabilize thelives of farmers and ultimately contribute to stable supplies
of food in the country.

India collected by observation stations operated by the
Indian Meteorological Department (IMD). In May 2004 thecompany began to offer weather insurance, which provides
policyholders with economic compensation based on the
difference between average and actual monsoon season
rainfall in their region. The insurance is a mechanism toenhance the stability of farmers by using benefits to cover
the economic losses incurred from drought.

Providing Value
through Our Businesses

We protect farmers in India from risks associated with climate change such as drought. The amount ofdamage caused by climate change is on the rise globally. The Tokio Marine Group has set up a crossorganizational climate change and global warming working group that is advancing the development of
products and services that leverage the accumulated know-how of the Tokio Marine Group and adapt toclimate change.

Mr. K. Gopinath

Major changes in thefrequency of natural
disasters and the scaleof damage due to climatechange and global
w a r min g m a k e i t v e r y
di ff icul t f o r insur a nc e
Typhoon simulation modelcompanies to calculate Source: Japan Agency for Marine-Earth
Science and Technology (JAMSTEC)
appropriate insurance
premiums, set up adequate liability reserves against thepayment of insurance claims in the future or make proper
arrangements for reinsurance, should they continue
to rely only on the assessment of risks based on paststatistical data. Accordingly, the Tokio Marine Group has
been promoting research into future natural disaster risks
by utilizing “climate models” which enable us to forecast
future climate conditions based on computer simulations,in addition to forecasts mainly utilizing past statistical data.
We contribute to the realization of a sustainable society
by linking research findings to the development andprovision of products and services while disseminating thisinformation to society.

CSR Management

Protecting Indian Farmers from the
Growing Risks Posed by Climate Change

24

Risk
Research● Upgrading Natural Disaster Risk Assessment Approaches
and Their Application
Conventional approach
Statistical and engineering-based risk assessment basedon past natural disasters and accident data

Future approach
Risk assessment that also considers predictions basedon climate change models and other approaches

Establish a practical insurance underwriting scheme(Setting insurance premium rates, accumulating liability reserves,arranging for reinsurance)

Business Continuity Plan (BCP)(Claims service system and others)

Develop new products and services
web> HOME > CSR > Key CSR Issues and Initiatives of the Tokio Marine Group> Responding to Climate Change
25Responding to Climate Change

Consulting forEnvironment

Environmental Consulting
Tokio Marine & Nichido Risk Consulting supports measuresagainst climate change in corporate management.
For example, it helps formulate carbon management
strategies that include CO 2 emission reduction targets
and implementation plans upon clarification of the overall
picture of CO2 emissions from business activities. Other

initiatives include quantitative understanding of the degreeof environmental impact across the product lifecycle(Lifecycle Assessment (LCA) analysis and calculation ofcarbon footprint), support with the implementation ofenergy-saving measures and a program promoting ecofriendly driving.

Eco-Friendly Driving Program

Utilizing Unique Know-how and Technology

Customer Opinion

Concept for Reducing Environmental Impact

Kaname Isobe
Researcher,
Tokio Marine & Nichido Risk
Consulting Co., Ltd.

> HOME > CSR > Key CSR Issues and Initiatives of the Tokio Marine Group > Responding to Climate Change> HOME > CSR > CSR Newsweb

Environmental Consideration in
Investment Products
In December 2007, Tokio Marine Asset Management Co., Ltd.
started selling “Premium World”, an environmental investment fundthat aims to support efforts to combat the following social issues
through stock investments in international enterprises involved in
activities related to these themes. These issues are the key focal
points of increasing global attention against a backdrop of global
economic growth and population expansion.
● Environment(global warming, clean energy, etc.)● Water and foodstuffs(stable supply of water and food, enhanced productivity, etc.)● Medical care and health

Environmental
Investment

As products for institutional investors, we started to market in
January 2006 “Socially Responsible Investment (SRI)” in domestic
stocks aimed at securing added value stably over the long term
based on our own Environmental, Social, Governance, Risk
Management (ESGR) analysis and evaluation that leverage thecomprehensive risk management know-how of the Tokio Marine
Group. In March 2010, we launched mutual funds for overseas
institutional investors.
In the future, we will continue working to improve investment
results over the long term while considering ESGR issues inoperating processes and to fulfill our social responsibility as an
institutional investor.

(medical techniques, promotion of better health, etc.)
webPrimary environmental impacts caused by the Tokio
Marine Group are CO2 emissions (electricity and gasoline)
and paper usage (various types of pamphlets). We havepositioned initiatives for reducing environmental impact as
one of 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 CO 2 by mangrove
planting. Retirement of emissions credits.
The entire Tokio Marine Group (Japan/overseas) has beenpromoting 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’sbusiness activities is equivalent to the volume of CO2 absorbed and reduced
by way of mangrove planting, use of natural energy and retirement of emissions
credits by such a company.

Mangrove Planting for CO2 Absorption
Within the Tokio Marine Group, from 1999 Tokio Marine & Nichido
began undertaking mangrove planting projects in Southeast Asia
under the concept “insurance that covers the Earth’s future.” As of
fiscal 2009 (year ended March 2010), a total of 6,293 hectares ofmangroves had been planted.
Mangrove forests help prevent and reduce global warming
by absorbing and stabilizing large amounts of CO2 emissions. We
have, therefore, incorporated the absorption and stabilization of
CO2 emissions through mangrove planting in our major initiative forbecoming carbon neutral. This is truly a cutting-edge and uniqueinitiative in Japan and overseas.
General Carbon Offset● Tokio Marine Group’s
Carbon Offset

Retirement ofemissionscredits
CO2
emissionsCO2emissions

CO2 removal
by mangrove
planting
Retirement ofemissions credits

Purchase ofrenewableenergyPurchase ofrenewable energy> HHOME > CSR > Key CSR Issues and Initiatives of the Tokio Marine Group > Responding to Climate Change
web26

Total CO2 emissions by the Tokio Marine Group in fiscal 2009amounted to 85,701 tons, including 68,411 tons in Japan and
17,290 tons overseas. For fiscal 2010, the Group has set a
reduction target of 7% from the previous fiscal year.
CO2 emissions

85,701 tons

Scope 1 Direct●

Scope 2 Indirect●* Tokio Marine & Nichido (Head Office)/Tokio Marine & Nichido Facilities, Inc.
(Head Office): Obtained ISO 14001 certification
Tokio Marine & Nichido (excluding the Head Office) and other Group companies:
Group’s own EMS

We already had our own campaign promoting eco-conscious driving and were
skeptical of any further improvement under the Tokio Marine program. Just halfway
through the program, however, we were surprised at a steady increase in fuelefficiency and expect that this will make a significant contribution to company-wide
energy savings going forward.
web

The Tokio Marine Group implements the Plan-Do-Check-Act(PDCA) cycle through environmental management systems(EMS)* at all principal Group companies as it strives toreduce environmental impact from its business activities.
Additionally, we have expanded the scope of coverage forthe environmental impact data to Group companies, andhave now achieved approximately 100% coverage on aconsolidated basis.

Environmental Impact Data
[ Tokio Marine Group ]Scope 3 Other●

Gas and others: 4,442 tons
(domestic: 4,063 tons, overseas: 379 tons)

Electricity and others: 62,961 tons
(domestic: 49,446 tons, overseas: 13,515 tons)

Business travel(use of gasoline-powered cars and air travel)
18,298 tons
(domestic: 14,902, overseas: 3,396 tons)* Organizational boundaries, activities boundaries, method of calculation andCO2 emission factors refer to “ISO14064-1” and the “Mandatory Greenhouse
Gas Accounting and Reporting System” based on the “Act on the Promotion of
Global Warming Countermeasures.” “Removal by mangroves” refers to the clean
development mechanism of using forest sinks to store CO2.
* Figures for air travel are attainable only for Tokio Marine Holdings, Tokio Marine &Nichido and Tokio Marine Asia (Singapore) Pte. Ltd.

Paper usage

12,241 tons (Japan: 11,841 tons, overseas: 400 tons)[ Tokio Marine & Nichido ]Tokio Marine & Nichido has set medium-term and longterm target for the reduction of CO2 emissions in FY2010.
The mid-term target is attaining 40% reduction in CO2emissions by 2020 compare with the FY2006 level.
The long-term target is attaining 60% reduction in CO2emissions by 2050 compare with the FY2006 level, andis currently progressing with CO2 reduction measures. In
fiscal 2009, CO2 emissions amounted to 49,307 tons. At
the end of fiscal 2009, Tokio Marine & Nichido became
carbon neutral in its domestic operations.

Collaborative Work
with Local Communities
and Societies

Takeei Co., Ltd.
(an industrial waste processor)

Overall Profile of Our Environmental Management

Responding to
Climate Change

In this program, training is provided toincrease awareness of the need for ecofriendly driving. A recorder is then used to■ Aiming to Reduce CO2 Emissions and Become Carbon-Neutral

Providing Value
through Our Businesses

The importance of environment-friendly
driving as a measure against climate change
is increasing in line with demands for a
reduction in CO 2 emissions throughout
society. Nonetheless, it is thought to beparticularly difficult to get drivers to establish
eco-conscious driving habits. Tokio Marine& Nichido Risk Consulting commenced aprogram promoting environment-friendly
driving in January 2010 by emphasizing thebenefit of reduced costs through greater fuelefficiency.

diagnose driving habits. Based on the results,
practical guidance is given to drivers with apropensity for abrupt acceleration and sudden
starting. This makes it easier for drivers torecognize their own driving habits and wherecare is needed. Takeei Co., Ltd., an industrial
waste processor, forecasts a 6% reduction
in CO 2 emissions annually as a result of
introducing the program.
A highly accurate driving recorder andanalysis techniques are required for the
diagnosis. Tokio Marine & Nichido Risk
Consulting developed its own unique recorder
10 years ago to help reduce traffic accidents
and also worked to enhance analysis
techniques and apply them to environmentfriendly driving.

Reducing Environmental Impact from Business Activities

CSR Management

Providing a Program for Environment-friendly
Driving That Reduces Costs for Customers

Reduction ofEnvironmental
Impact* Tokio Marine & Nichido performed our own verification on the amountof CO2 emissions, CO2 absorption by mangrove planting, CO2 removal
by use of renewable energy and retirement of emissions credits during
fiscal 2009 (beginning on April 1, 2009 and ending on March 31, 2010).
We also had a third-party organ (Ernst & Young Shin Nihon Sustainability
Institute Co., Ltd.) verify our quantification results by following the Agreed
Procedures.
CO2 emissions
49,307 tons

Gas and others:
2,447 tons

Electricity andothers:37,148 tons
Business travel(use of gasolinepowered cars
and air travel)
9,712 tons●

Scope 1
Direct●Scope 2
Indirect●

CO2 removal
49,561 tons

Scope 3Other

CO2 removal
by mangrove
planting:
44,000 tons

Purchase ofrenewable energy(green electricity):
561 tons●●

Retirementof emission
credits:
5,000 tons

> HOME > CSR > Key CSR Issues and Initiatives of the Tokio Marine Group > Responding to Climate Change
27

Responding to Climate Change

Collaborative Work with Local Communities and Societies

Environmental
Enlightenment
and Social
Contributions

Environmental Enlightenment andSocial Contributions
Children’s Environmental Award
Together with the Asahi Shimbun Company, Tokio Marine &Nichido has been implementing the Children’s Environmental
Award since 2008 as one initiative for raising environmental
awareness among elementary school children, who will leadthe next generation, and in turn raise awareness among
society as a whole. We solicit illustrations and essays about
the environment from elementary school children and invite
the award winners and their guardians to join the Iriomote
Island Eco Experience Tour during the summer holidays. In
fiscal 2009 (second time), we received 4,734 works fromthroughout Japan.
During the tour, they learn about various global problems
in the natural environment. Activities include exploring Japan’slargest mangrove forest, picking up garbage that had washedashore and separating this garbage according to countries oforigin, as well as directly coming into contact with fish, shells
and small animals together with specialist instructors. The
children who participatedhave realized that responsibility for environmental
protection lies with theirgeneration. They remarked that they were eager
to take on this responsibility as global citizens.

Collaborative Afforestation Efforts in Kochi Prefecture
Tokio Marine & Nichido’s Forest for the Future
In May 2009 Tokio Marine & Nichido concluded a five-year“partner’s agreement” with a local forestry association in Aki
City, Kochi Prefecture to promote “an afforestation projectin collaboration with enterprises advanced in the protectionof the environment.” The forest agreed upon in the contract
covers an area of 44.4 hectares and is named “Tokio
Marine & Nichido’s Forest for the Future.” In August 2009,48 people from among Tokio Marine Group employees,
agents and their families got together and observed how
to thin trees. It also provided them with a good opportunity
for social interaction with local residents. The participantsrealized the importance of thinning trees and learned thatthe protection of mountains leads to the protection of seas
and in turn to theprotection of theentire earth.

Working Together to Ensure Harmony withSocieties in Different Countries and Regionsof the WorldThe Tokio Marine Group supports the proactive regional and social contribution activities of Group employees
around the world in collaboration with NPOs.

Tree-thinning observation tour in Kochi

Eco Experience Tour in Iriomote Island
Environmental
Enlightenment
and Social
Contributions

Participation in International Initiatives
The Tokio Marine Group participates in international initiatives related to climate change in order to fulfill
its role and responsibility as a global insurance company and actively proposes ways and means toadapt to and mitigate climate change.

UNEP FI
Insurance Working Group

Geneva Association

Tokio Marine & Nichido is the only insurance company inAsia taking part in the United Nations Environment Program
Finance Initiative (UNEP FI) Insurance Working Group including
approximately 10 companies worldwide, mainly from among
insurance companies and brokers. As a member of the Insurance
Working Group, the company conducted activities to deepen
understanding of insurance and climate change/sustainability
through a seminar entitled “Insuring for sustainability” (2009) andissuance of a collaborative paper entitled “The global state ofsustainable insurance” (2010).

Japan Climate Leaders’Partnership
Tokio Marine & Nichido has been a member of the Japan Climate
Leaders’ Partnership (Japan-CLP), an initiative of Japanesecompanies to deal with issues of climate change, since July 2009.
With Japan-CLP, companies from various industries (finance,
insurance, logistics, construction, IT, etc.) join forces to leadinitiatives aimed at realizing a sustainable low-carbon society and to
make recommendations on how to tackle climate change together.

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Tokio Marine & Nichido is a member of the Geneva Association
composed of approximately 80 executives from major insurancecompanies around the globe. Since September 2008, eachcompany 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 a research report on “The Insurance Industry andClimate Change” (2009).

ClimateWise
Tokio Marine & Nichido is a member of ClimateWise, a global
collaboration of leading insurers focused on reducing the risksof climate change, launched in 2007 by HRH The Prince ofWales. Facilitated by the University of Cambridge Programme
for Sustainability Leadership, ClimateWise brings together over
40 international members from Europe, North America, Asia andSouthern Africa.
All members publicly commit to abide by the ClimateWise
Principles, which cover climate risk analysis, public policy, climate
awareness among customers, investment strategies and theimpact of their business operations. Members also commit toindependent public reporting regarding these commitments.

> HOME > CSR > Key CSR Issues and Initiatives of the Tokio Marine Group > Responding to Climate Change

Developing Activities Based on “Protection of
the Global Environment,” “Safety and Security”
and “Growth of Young People”
The Tokio Marine Group conducts business in 38 countries andregions and 432 cities worldwide. Its activities are founded on the
support of customers and local communities. In their respective
regions, companies of the Tokio Marine Group carry out social
contribution activities focused on “protection of the global
environment,” “safety and security” and “growth of young people.”
In expanding activities, we are focusing on participation in key
initiatives of group employees around the world and collaboration

with NPOs with the know-how and a network for regional andsocial contribution activities. The Tokio Marine Group has declared
the target of having 50% of all domestic Group employees
engage in social contribution activities by the end of fiscal 2011.
All our Group companies encourage the proactive participationof their employees in regional and social contribution activities
by introducing them to activities in which they may be able toparticipate or by creating the voluntary leave system or Presidential
CSR Awards for activities highly acclaimed in local communities
and societies.

Protectionof the global
environment

Growth ofyoung people

Safety andsecurity29Collaborative Work with Local Communities and Societies

Our employees work hand in hand with people
around the world to contribute to the creationof a better future.

Number of employee
participants (domestic)

Proportion of employee
volunteers (domestic)

Approx. 10,500

Approx. 45%

Overseas■ Asia■ United Kingdom

Asia CSR Day

Charity Event Supporting
Cancer Patients
In September 2009, employees from the UK-based Tokio Marine
Europe Insurance took part in a charity event named “Maggie'sLondon Night Hike”. The event was organized by Maggie’s
Cancer Caring Centres, a group providing free cancer support.
In addition to raising money for Maggie's Centres, participants
benefitted from a wonderful late night team building adventurearound historic London.

* Singapore, Malaysia, Indonesia, Thailand and Hong Kong

Assistance for Natural Disasters
around the World

Educational Assistance forChildren in China

Tokio Marine Holdings and Philadelphia Insurance Companies
donated approximately 10 million yen for the Haiti earthquake to"Japan Platform" and "American Red Cross" in January 2010. Also,
Mr. Jamie Maguire, Chairman & CEO of Philadelphia Insurance
Companies, visited the stricken area of Port-au-Prince (the capital of
Haiti) in April 2010 for four days. There, he helped deliver clothes, tents
and medical supplies. In addition, Jamie volunteered at a medical
clinic.

In September 2009, Tokio Marine Group contributeda basketball post, musical instruments, as well asbooks to agrarian schools for immigrant in Beijing(an educational institution for the children of migrant
workers) as part of the "Tokio Marine Chinese Youth
Development Support Program".
Tokio Marine is committed to supporting theenrollment of school children in regions affected by thegreat Sichuan Earthquake last year.

Providing Value
through Our Businesses

Group employees together with children who received support in Malaysia■ China

Philadelphia Insurance Companies’ Chairman& CEO Jamie Maguire (left) together with local
medical staff

Volunteer Activities to Protect
the Habitat of Wild Birds

Providing Support for Cancer Patients andtheir Families

Employees having specialized knowledge work as trainers at workshops
for using Automated External Defibrillators (AED) and conducting artificial
respiration. Around 1,100 employees mainly from Tokio Marine & Nichido,
as well as from its group companies and agents, took the course in fiscal
2009.
In June 2009, an employee who had attended the workshops used
an AED and saved a person in
cardiopulmonary arrest, receiving a
letter of gratitude from the directorgeneral of the Kashiwa City Fire
Department in Chiba Prefecture.

The Tokio Marine Group collaborates with Tokyo Port Green
Volunteer, an NGO, to cut bamboo in the Tokyo Port Wild
Bird Park. In fiscal 2009, employees and their families helped
to thin bamboo to create a more hospitable environment forwild birds and enjoyed excellent bird watching. Participantsin the event commented that it was a valuable experience forthem to learn about the history of the park and take part in
the trimming of bamboo, which made for a very meaningfulexperience.

Tokio Marine & Nichido Life concurs with
the initiatives advocated and undertaken by
the Iwate Hospice Association, a citizen’sorganization that supports cancer patientsand their families. In fiscal 2009, the Tokio
Marine Group donated 1,024 terry cloth caps
for use by people undergoing anti-cancer drug
Terry cloth caps
treatment.

(See the employee’s comments below.)

Family Day to Promote

Tokio Marine Group companies hold “Family Day” events during which
the families of employees are invited to the company to deepen theirunderstanding of the company and work. Visitors to the Head Office of Tokio
Marine & Nichido learned the relation between incidents such as a traffic
accident and insurance through a puppet show and games, while visitors
to Tokio Marine & Nichido Financial Life Insurance got to experience what
happens in the workplace via simulated phone response and document
creation. The families concurred that the day provided a great opportunity for
their children to learn about the work that their parents do.

The courage to step forward ahead of others
when you see someone collapse in front of you
may save a precious life. Even beginners canhandle an AED; it is definitely worthwhile tolearn how to use one.
Ami Yamaguchi
Assistant Manager, Commercial
Lines Marketing Department,
Tokio Marine & Nichido=Growth of young people

30=Protection of the global environment

Understanding of the Company and Work

=Safety and security

Collaborative Work
with Local Communities
and Societies

AED Workshop to Practice LifeSaving Skills

Responding to
Climate Change

Tokio Marine Holdings' Chairman, Kunio Ishihara,is welcomed by students at the Love Hope Primary
School in BeijingJapan● Employee Comments Saving a Life with AED

CSR Management

The nine Tokio Marine Group companies, beginning with Tokio Marine Asia
Pte.Ltd (Singapore), in five Asian countries and regions* held "Asia CSR Day"
events. Based on the common theme "for the less privileged children",these events involved the undertaking of CSR activities across the Asia
region on August 8, 2009. On "CSR Day", employees of the participatingcompanies, for example, visited homes for handicapped orphanage orunder-privileged children, etc. As a result, they supported approximately
400 children through donations and various volunteer activities.

■ HaitiDonation to a Group SupportingChildren Orphaned in Traffic Accidents
In March 2010, in recognition of the numerous families
forced to bear psychological, physical and financial
burdens as a result of traffic accidents, Nisshin Fire
donated a portion of income from VAP (an indemnity
rider for vulnerable road users), a new comprehensive
automobile insurance product, to an NPO, Association for
Assistance to Children Orphaned in Traffic Accidents.

● Activities related to “protection of the global environment” are included on page 28.
Tokio Marine engages in numerous other initiatives around the world aside from those outlined above. See our website for details.

> HOME > CSR > Key CSR Issues and Initiatives of the Tokio Marine Group > Collaborative Work with Local Communities and Societies

31

Overview of the Tokio Marine Group

Tokio Marine Holdings CSR Website
This publication reports mainly on three core challenges facing the Tokio Marine Group.
For more detailed information and initiatives for stakeholders not included in this publication, pleaserefer to our website.

■ Aiming to be a Top-tier global insurance group
The Tokio Marine Group is a global business group engaged in non-life insurance in Japan as its core business, life insurance and financial
and general businesses worldwide.

Domestic Non-Life Insurance Business

http://www.tokiomarinehd.com/en/social_respon/index.html
Message from the President
The Tokio Marine Group’s Approach to CSR
Key CSR Issues and Initiatives of the Tokio Marine Group(Providing Value through Our Businesses, Responding to Climate Change, Collaborative
Work with Local Communities and Societies)
Management(Corporate Governance, Risk Management, Disaster-Response Measures, Compliance,
Information Security)
Relations with Stakeholders(Customers, Shareholders and Investors, Agents, Employees, Local Communities andSocieties)*See the diagram below for details.
Contributions to the Global Environment My Relations with CSR
CSR Report
Introducing the thoughts and experiences of
CSR Dialog at Tokio Marine & Nichido
employees engaged in CSR activities that are notconveyed in the CSR Report.
Results and Data

Domestic Life Insurance BusinessE.design Insurance
and others

International Insurance Business

Financial & General Businesses

Challenges to social issues
CS
Socialcontribution activities of the Tokio Marine Group

IInitiatives to improve quality

In
Initiatives
to protect the environment
In
Initiatives
for safety and security

Response to customer opinions
R

Customers

Response to individual risks
R

In
Initiatives
for growth of young people
and others■ Summary of Business Results
Financial & General
Businesses

International
Insurance
Business●

Fiscal 2009
Adjusted
earnings
165.4
billion Yen●●

Domestic Non-Life
Insurance Business

Domestic Life
Insurance Business● Primary Indicators of Business Performance (Consolidated)

Total number of employees: 29,578
Total at Group member
companies in Japan: 24,091(Male: 13,682; Female: 10,409)(Tokio Marine & Nichido):
16,742(Male: 9,611; Female: 7,131)
Total at overseas Group
member companies: 5,487(Asia: 1,909; Americas: 3,049; Europe: 529)

● Breakdown of Income by Business Sector/Group Member Company

2008

2009

Ordinary income

3,503.1

3,570.8

Net premiums written

2,134.2

2,292.9Life insurance premiums

746.0

464.7

Ordinary profit(15.1)

203.4

Net income

23.1

128.4

Total assets

15,247.2

17,265.9

10.7

12.6

*1 Definition of Adjusted Earnings:(1) Non-life insurance business: Adjusted earnings = Net income + Provision for catastrophe reserves+ Provision for price fluctuation – Gains/losses on sale or evaluation of ALM bonds and interest rate
swaps – Gains/losses on sale or evaluation of securities and properties – Other extraordinary profits/losses and valuation allowances (all figures after tax)
(2) Life insurance business: Adjusted earnings = Increase in embedded value during the current fiscal year32

Shareholders
and Investors

Key Stakeholders of
the Tokio Marine Group

Towardgreater shareholder returns
TP
Proactive
IR activities

Toward the creation of a comfortable workplace
T

AgentsExternal
evaluation
E

Aiming to produce professionals in “safety and security”
A
Use of diverse human resources
U
W
Work-life balance

Employees

Health management
H

Roleof agents in the Tokio Marine Group
R

Communication with employees
C

Educationand training system for agentsE(Based on adjusted earnings*1)(Billions of yen)
Business domains

FY2008 results

FY2009 results

FY2010 projections

Domestic Non-Life Insurance
Tokio Marine & Nichido
Nisshin Fire
OthersDomestic Life Insurance
Tokio Marine & Nichido Life
Tokio Marine & Nichido Financial Life
OthersInternational Insurance*2

5.1
16.9
(10.7)(1.1)(57.2)(6.0)(50.2)
(0.9)
20.8
23.2
─
7.2
(3.6)
0.6
(0.5)
13.0
6.9
(0.7)
(21.1)(52.5)(1.7%)

46.2
54.6
0.2
(8.6)
52.0
32.2
19.2
0.5
76.5
69.7
28.5
8.3
(6.1)
1.1
5.2
21.9
10.5
7.8
(9.4)
165.4
5.8％

43.0
45.0
2.0
(4.0)
32.0
33.0
(1.0)
0
60.0
59.0
24.0
4.0
(1.0)
1.0
6.0
17.0
8.0
2.0
1.0
136.0
4.3％

(Billions of yen unless otherwise stated)

Consolidated ﬁscal year

Capital ratio (%)

Local
Communities(Consolidated accounting basis as of the year ended March 31, 2010)

Name: Tokio Marine Holdings, Inc.
President & Chief
Executive Officer: Shuzo Sumi
Address: Tokio Marine Nichido Building Shinkan,
1-2-1 Marunouchi, Chiyoda-ku, Tokyo, Japan
Date established: April 2, 2002
Capital: 150 billion Yen
Stock exchange listings: Tokyo Stock Exchange (First Section),
Osaka Securities Exchange (First Section)●

IInitiatives around the world■ Numbers of Employees in the Tokio Marine Group■ Overview of the Holding Company

Response to corporate risksRand others

Philadelphia Insurance Companies
North America
Central and South America
EuropeAsia
Reinsurance
Kiln
Life Insurance
Financial & General Businesses
Group Total
Adjusted ROE (Group total)– Capital transactions (for some life insurance companies, adjusted earnings is calculated on the same
basis as other businesses below, with corporate expenses excluded from earnings)(3) Other businesses: Adjusted earnings = net income determined following financial accounting principles*2 Costs not assessed in each country or region are not included in the subtotal for overseas insurance
business.

Editorial Policy

Guidelines referred to in preparing this Report

This CSR Report is intended to report, in an easy-to-understand manner,
the CSR activities of the Tokio Marine Group to customers and all otherstakeholders. The Report is published in both publication and web versions.

● Global Reporting Initiative (GRI) Sustainability Reporting Guidelines 2006
● United Nations Global Compact “Guidelines for Communication on
Progress (COPs)”

Publication version

Scope of this Report

The Report focuses on the CSR Philosophy and direction of the Tokio Marine
Group, and three key challenges (Providing Value through Our Businesses,
Responding to Climate Change, Collaborative Work with Local Communities
and Societies).

Web version
In addition to the content covered in the publication version, the web version
includes detailed information on initiatives undertaken for each stakeholder
as well as results and other data.
● An economic report is issued in Tokio Marine Holdings Annual Report2010.
● To the extent possible, the Report reflects views and opinions received
from stakeholders.
● Due consideration is given to making this Report easy for all stakeholders
to use and understand by adopting universal color and other design
schemes.

● 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 & Nichido
Financial Life, etc.

● Reporting period
This Report covers details of activities conducted primarily during fiscal
2009 (April 2009-March 2010); however, for the purpose of further
clarification, on occasion, reference is made to activities undertaken
outside the reporting period.

Dates of publication● Previous edition: September 2009
● Current edition: October 2010
● Next edition: October 2011 (planned)

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