Sustainability Report
2012
TOKIO MARINE GROUP

This Sustainability Report 2012 was produced based on information posted on the Company’s website.

Sustainability Report 2012index

Message from the President

P. 03

Tokio Marine Group’s CSR

P. 07

2011 Highlights

P. 39

Key Issue -EnvironmentalResponding to Climate Change and Natural Disaster Risk

Key Issue -SocialContributing to Local Communities and Societies

Key Issue -Governance-

P. 43
P. 79

Strengthening CSR Management

P. 120Relations with Stakeholders

P. 152

Management Information

P. 191

CSR LibraryP. 197This Sustainability Report 2012 was produced based on information posted on the Company’s website.

Sustainability Report 2012

Message from the President

Social Responsibility
Message from the President

The Tokio Marine Group positions customer trust as the foundation of all its corporate activities and adheres to its
Corporate Philosophy of providing "safety and security" to customers and realizing a prosperous and comfortablesociety through its business activities.
Under its new mid-term corporate strategy "Innovation and Execution 2014," which commenced in fiscal 2012, theTokio Marine Group will realize its medium-term vision of being "a global insurance group sustaining growth byoffering quality that customers select." In doing so, the Group aims to achieve sustainable growth in its non-life
insurance, life insurance, both domestic and international and financial & general businesses while striving toestablish a sound financial base by developing more sophisticated Enterprise Risk Management (ERM) andBusiness Continuity Management (BCM) to improve customer confidence in our products and services.
The year 2011 witnessed a succession of major natural catastrophes in regions throughout the world, beginningwith the Great East Japan Earthquake, as well as floods in Australia, the earthquake in New Zealand, tornadoes
and a hurricane in the United States and the floods in Thailand. The Company used full strength of the entire
Group to make claims payments and support quick recoveries. Through these initiatives, I once again affirmed the
crucial role that insurance plays in helping customers rebuild their lives as a "preparation against unexpected risk."
The Tokio Marine Group is directly addressing an array of social issues affecting these regions, including climatechange and natural catastrophe damage, as well as measures for the aging of society and traffic accident
prevention. We will strive to offer insurance products and services that solve these problems and work tocontribute to the realization of a sustainable society.

4Social Responsibility
Message from the President

Since 2006, the Tokio Marine Group has promoted research on climate change and global warming risk incollaboration with the University of Tokyo and Nagoya University. Prompted by the Great East Japan Earthquake,in July 2011 the Tokio Marine Group formed an industry-academia collaboration agreement with Tohoku University
for undertaking research on earthquake and tsunami risks. As one contribution to this research, in April 2012 weestablished the Earthquake Induced Tsunami Risk Evaluation Research Project within the Tohoku University's
International Research Institute of Disaster Science (IRIDeS). By enhancing scientific knowledge of climate change
and natural disaster risk through industry-academia collaboration and utilizing this knowledge to makerecommendations on preventing and mitigating disasters in Japan, we will contribute to the creation of safe andsecure communities.
We are also promoting in-house efforts to reduce environmental impacts within the Tokio Marine Group. To thisend, Group companies in regions around the world are making efforts to conserve electricity and other types ofenergy and reforming various processes that includes promoting paperless operations. On a separate front, theTokio Marine Group is continuing its mangrove planting activities. The Mangrove Planting Project, which
commenced in 1999, is now in its 14th year and 7,543 hectares of mangrove have been planted during this time
period. By continually undertaking such initiatives, in fiscal 2011 the Tokio Marine Group became carbon neutral*,whereby the volume of CO2 emitted during the course of the Group's business activities was offset by theabsorption and stabilization effects of mangrove tree planting and the use of natural energy. The Tokio Marine
Group aims to continue the Mangrove Planting Project for 100 years, thereby helping protect the earth andpeoples' lives.
Turning to community and social contributions, we are working to create a future society in which people can live insafety and with a sense of security by contributing to the realization of a sustainable society through our insurance
and financial services. As part of these efforts, in January 2012 Tokio Marine & Nichido commenced sales of a
lump-sum payment rider for auto insurance in case of total vehicle loss from an earthquake, volcanic eruption or
tsunami. The rider aims to ensure that customers suffering damages in an earthquake have a means oftransportation, which is essential in their everyday lives. Also in January, Tokio Marine & Nichido launched the One
Day Auto Insurance. This new product aims to reduce automobile accidents involving uninsured drivers byencouraging insurance enrolment among young drivers who do not own vehicles. As a member of the communityand society, the Tokio Marine Group also promotes a variety of activities that contribute to the realization of a safe
and secure society. These include providing support for the Pink Ribbon Movement (a campaign forcommunicating the importance of the early detection of breast cancer), which is relevant to insurance and financial
services, as well as the holding of Green Lessons and Disaster Prevention Lessons for children in elementary
schools. Full-scale rebuilding efforts following the earthquake has just begun to get underway and in the future we
intend to continue providing various forms of support that include our involvement in a reforestation project along
the Tohoku coast being implemented by a non-governmental organization (NGO).
In 2005, the Tokio Marine Group endorsed the United Nations Global Compact and has promoted initiatives basedon the Compact's 10 principles concerning human rights, labor, the environment and anti-corruption. Meanwhile, inJune 2012 Tokio Marine & Nichido signed the Principles for Sustainable Insurance (PSI) advocated by the United
Nations Environment Programme Finance Initiative (UNEP FI) at the UN Conference on Sustainable Development(Rio+20).

5

Social Responsibility
Message from the President

In recent years, there have been calls for corporate activities to place a greater awareness on the environmental,social and governance (ESG) elements that contribute to a sustainable society and become more deeply involved
in issues facing society. The Tokio Marine Group will address a host of these issues, including responses toclimate change and natural catastrophe risk, in addition to dealing with the aging of society and diversity. We willcontinually consider the roles expected of insurance companies and move to solve various problems in regions
worldwide based on dialogue and cooperation with a diverse range of stakeholders. In striving for these objectives,
I ask for your continued support.
* Being carbon neutral refers to achieving zero net carbon emissions by balancing a measured amount of carbon
released from business activities of a corporation with an equivalent amount sequestered or offset by means ofplanting mangrove, use of renewable energy, carbon credits and other carbon-absorbing or carbon-reducing
activities.
August 2012

6

Sustainability Report 2012

Tokio Marine Group’s CSR• Tokio Marine Group’s Approach to CSR• CSR Promotion Structure• Key CSR Issues of the Tokio Marine Group• Stakeholder Engagement• Plans and Results of CSR Initiatives• External Evaluations and Awards• Participation in External Initiatives

Social Responsibility
Tokio Marine Group's CSR

Based on our Corporate Philosophy, we have

We introduce the Tokio Marine Group's CSR

established the Tokio Marine Group CSR Charter

Promotion Structure.

as behavioral guidelines.

We introduce three key issues of the Tokio Marine

We introduce our structure for stakeholder

Group and the formulation process.

engagement.

We introduce a reference list for fiscal 2011 results

We introduce external evaluations and awards

and fiscal 2012 action plans.

received as a corporate group that actively
undertakes CSR.

We participate in and support various initiatives forthe realization of a sustainable society.

8Social Responsibility
Tokio Marine Group's CSR

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

The Tokio Marine Group has provided "safety and security" to society and contributed to its development bymaking the most of its abundant knowledge and experience accumulated over the years in the insurance industry.
Risks surrounding individuals and companies continue to become more diversified and we are well aware of theincreasing importance of social roles and responsibilities incumbent on insurance companies.
Based on this rationale, we have formulated the Tokio Marine Group CSR Charter as behavioral guidelines for all
employees to execute CSR. Under the "Innovation and Execution 2014" medium-term corporate strategy (FY2012- FY2014), we aim to become "a global corporate group maintaining growth by offering quality that customers
select." We believe the implementation of CSR management will serve as the cornerstone of these efforts and wewill proactively support initiatives to solve various social issues through our business activities.
The Tokio Marine Group supports and respects the Universal Declaration of Human Rights, International Labor
Standards, as well as OECD Guidelines for Multinational Enterprises. The philosophies and contents of the 10
principles concerning human rights, labor, the environment and anti-corruption advocated by the United Nations
Global Compact coincide with the Tokio Marine Group's own approach to CSR as well as its CSR Charter, and forthis reason, Tokio Marine Holdings has been participating in the Compact since 2005.
Participation in the United Nations Global Compact

9

Social Responsibility
Tokio Marine Group's CSR

Tokio Marine Group Corporate Philosophy

10Social Responsibility
Tokio Marine Group's CSR

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

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

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

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

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

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

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

11Social Responsibility
Tokio Marine Group's CSR

The Tokio Marine Group’s Stakeholders

We continually provide "safety and security" to customers and society. We will continue to promptly andappropriately provide even higher quality products, services and processes that meet the expectations of ourcustomers.

We respect each and every employee as individuals and recognize their dignity and value, and pay carefulattention to ensure that they can adequately fulfill their responsibilities to their families. We aim to be a professionalgroup with very distinctive characteristics while cooperating to ensure all colleagues maximize their performanceby assisting each other productively.

We emphasize mutual trust with our agents and combine our strengths to meet the needs of customers while
cooperating to promote mutually sound growth and development. We also aim for healthy mutual growth anddevelopment with our business partners.

As a good corporate citizen, we strive to be recognized by local communities and societies while contributing to thecreation of a society where a diversity of people can live healthy lives and with a sense of security. We also makeefforts to protect the Earth's environment for future generations.

By earnestly undertaking all the above-mentioned initiatives, we will work to create a virtuous cycle in which we
generate even higher and more appropriate levels of profits and continue to provide value to shareholders.
Stakeholder Engagement

12Social Responsibility
Tokio Marine Group's CSR

Tokio Marine Holdings has established a dedicated CSR Division (CSR Office, Corporate Planning Department) to
identify key issues in CSR as well as to formulate and implement CSR strategies and support the CSR activities ofGroup companies.

The Tokio Marine Group regularly convenes the CSR Key Persons Conference, which consist of Tokio Marine
Holdings and Group companies' CSR Divisions, as well as the CSR Board consisting of President of Tokio Marine
Holdings (board chairman) and presidents of key domestic Group companies. These bodies evaluate various typesof CSR initiatives and discuss response measures for CSR issues (important issues to be shared by each Group
company) for the entire Group. Tokio Marine Holdings also convenes CSR Dialogues with external experts, nongovernmental organizations (NGOs), non-profit organizations (NPOs) and academics. The dialogues give us
oppotunities to hear outside opinions about our awareness and approaches concerning the Group's CSR issues.
These opinions and other ideas are then reflected in our CSR strategy and our approach to each individual CSR
issue.
The Company's Board of Directors receives reports on CSR activities of the entire Group while formulating theOverall Group CSR Strategy (medium-term plan and single fiscal year plans). CSR promotion officers at eachGroup company play a lead role in promoting and handling common issues to be addressed by the entire Group,
as well as in implementing CSR activities based on the characteristics of each business and local communities.

13

Social Responsibility
Tokio Marine Group's CSR

Tokio Marine Group CSR Promotion Structure

14

Social Responsibility
Tokio Marine Group's CSR

The Tokio Marine Group has reconfigured its key CSR issues in
the new mid-term corporate strategy "Innovation and Execution
2014 (FY2012 - FY2014)" taking into consideration
environmental, society and governance (ESG) and the requests
and expectations of various stakeholders. As a result, the Tokio
Marine Group has identified issues - responding to climatechange and natural catastrophe risk, contributing to local
communities and societies and strengthening CSR management- as fields with a strong relevance to the operations and thecharacteristics of the businesses of the Tokio Marine Group(insurance, financial services, consulting, etc.) and will promote
activities in these areas.

We recognize "climate change and global warming" as a huge risk for
future generations in the global community. At the same time, we areaware that this also represents a major risk with a large impact on the
Tokio Marine Group's businesses (insurance, financial services,
consulting, etc.). The Great East Japan Earthquake and Thai floods havesparked rising interest in the functions and roles of insurance, financial
services and consulting as adaptation measures for responding to risks insociety.
The Tokio Marine Group has designated "responding to climate change
and natural catastrophe risk" as a Key Group CSR Issue. Accordingly, we will strive to raise the resilience toclimate change and catastrophe risk across society and contribute to creating a sustainable society by
applying our knowledge and experience cultivated in insurance, financial services and consulting, while
undertaking initiatives for adapting to and mitigating climate change and thus minimizing the impact ofdisasters.

15

Social Responsibility
Tokio Marine Group's CSR

The global community is dealing with a host of social issues that include"disasters," "aging of society (healthcare and nursing care)" and"community participation and development (support for emerging
countries)." There are also a number of emerging issues in Japan as wellthat include "preventing and reducing disasters," "aging of society(healthcare and nursing care)" and "preventing automobile accidents."
The Tokio Marine Group has set "Contributing to local communities andsocieties" as another key CSR issue. The Group intends to makecontributions in response to such social issues as "healthcare," "cancer"
and "disasters" through its core businesses of insurance, financial services and consulting. Concurrently, wetake great interest in participating in regional activities as collaborative work with local communities andsociety. These activities include providing recommendations on preventing and reducing disasters, offering
disaster prevention education, supporting the Pink Ribbon Movement (raising the cancer examination rate)
and promoting education support programs in developing countries. Through these efforts, we will contributeto creating a sustainable society as a good corporate citizen.
Addressing social issues - Providing value through our core businesses
Community and social contribution activities

To ensure we are trusted by customers and society and achievesustainable growth, the Tokio Marine Group must raise the quality of ourinitiatives in the areas of "business strategies," "governance," and "social
responsibilities" and build a sound and highly transparent management
structure as a global insurance group.

16Social Responsibility
Tokio Marine Group's CSR

The Process for Specifying Key CSR Issues of the Tokio Marine Group
Under the mid-term corporate strategy "Innovation and Execution 2014 (FY2012 - FY2014)," the Tokio Marine
Group aims to become a "global corporate group maintaining growth by offering quality that customers select" by
fostering the sustainable growth of society and providing increased value to all shareholders.
In recent years, there have been gradually rising expectations and calls for companies to consider ESG(environmental, social, governance) issues and proactively utilize the characteristics of their businesses in making
efforts to solve them. In addition, based on the lessons learned from such natural catastrophes as the Great East
Japan Earthquake and the Thai floods, society as a whole has taken great interest in the "functions and roles offinance and insurance" as an adaptation measure for risk.
Through the following process, Tokio Marine Holdings has specified its "Key Group CSR Issues" under the midterm corporate strategy "Innovation and Execution 2014 (FY2012 - FY2014)."

Specifying the Group's Key Issues (Material Issues)
To identify social responsibility and sustainability issues, Tokio Marine Holdings believes it is crucial toevaluate the importance of each issue based on dialogue with stakeholders.
Specifically, the CSR Division, Corporate Planning Dept. identifies "CSR issues related to the Tokio Marine
Group's business" based on numerous ESG issues set forth in ISO 26000 (international guidance on social
responsibility), the UN Global Compact and UNEP-FI Principles for Sustainable Insurance (PSI) as well as on
various types of information and "customer opinions (customer compliments, complaints and other opinions
and suggestions), received by Group companies, communications with employees and agents (Wednesday
Dialogues), communications and investor relations (IR) activities with shareholders, investors and externalsocially responsible investment (SRI) rating agencies and CSR communication with external experts (CSR
Dialogue).
We evaluate the importance of CSR issues identified through the above process giving consideration to"issues of influence on stakeholder assessments and decisions" and "issues with significance of economic,
environmental, and social impacts on the Tokio Marine Group" and then specify "Key Group CSR Issues."

Monitoring and Verifying the Progress of Key Group CSR Issues
The Tokio Marine Holding's CSR Board, which consists of representatives (presidents) of Key Group
companies, discusses "Key Group CSR Issues," while the Company's Board of Directors (Management
Meeting) periodically confirms the state of initiatives related to these issues. For the state of its initiatives for
Key Group CSR Issues and reporting on these issues, Tokio Marine Holdings undergoes verification process
run by a third-party reviewer and publishes the Sustainability Report (for fiscal 2011, the e-CSR Report).

Environmental: Responding to Climate Change and Natural Disaster Risk

Social: Contributing to Local Communities and societies

17Governance: Strengthening CSR Management18Social Responsibility
Tokio Marine Group's CSR

In implementing high-quality CSR management, we believe it is essential to develop a relationship of mutual trust
through dialogue with customers and all other stakeholders. We are promoting a deeper understanding of theTokio Marine Group's thinking, values and various types of initiatives via "customer opinions (customer
compliments, complaints and other opinions and suggestions)" received by Group companies, communications
with employees and agents (Wednesday Dialogue), communications and investor relations (IR) activities withshareholders, investors and external socially responsible investment (SRI) rating agencies and CSR
communication with external experts (CSR Dialogue). We work to identify issues of Group companies based on
opinions and evaluations obtained through these dialogues.
Tokio Marine Group's Stakeholders
Customer opinions
IR activities
Direct dialogue between employees and executives

Fiscal 2011 CSR Dialogue
Under the theme "CSR Dialogue," the Tokio Marine Group regularly invites third-party experts to exchange views
about its CSR initiatives. On November 24, 2011, the Tokio Marine Group invited prominent figures from various
fields and asked their opinions about the direction of CSR initiatives from a medium-term perspective. Some
opinions offered by these experts are provided herein.

19

Social Responsibility
Tokio Marine Group's CSR

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

Junko Edahiro

One Akiyama

Yoshihiro Fujii

Founder and President, e's Inc.

President, Integrex Inc.

Professor, Graduate School of
Global Environmental Studies
Sophia University

Shuzo Sumi

Hiroshi Amemiya

Koji Iwai

President

Executive Vice President (atManaging Director

Tokio Marine Holdings, Inc.

the time)

Tokio Marine & Nichido Fire

Tokio Marine Holdings, Inc.

Insurance Co., Ltd.

20

Social Responsibility
Tokio Marine Group's CSR

1. The Desired Shape of the Tokio Marine Group's CSR from a Medium- and Long-term
Perspective
Principal opinions of experts
Akiyama: Although it is necessary to determine the type of company you envision three years from now, it is also
important to draw an image of the ideal shape of society and the company the Tokio Marine Group aspires tobecome over the long term and share details with employees to create a sense of solidarity.
Fujii: It is important to recognize that above all the main target for communicating CSR is customers. I hope you
will provide excellent products to customers and raise the level of customer satisfaction, which should eventuallylead to increased earnings. In other words, the aim should be to become a company that implements "CSR thatraises corporate value."

Tokio Marine Group's Response
Over the medium- and long-term, the Tokio Marine Group aspires to "become a company where corporate value
increases through CSR, and whose employees are motivated" and we will share this aspiration with employees.
Moreover, we will place top priority on communicating our CSR initiatives in a customer-friendly manner, and utilize
external evaluations as a benchmark for assessing the results of these efforts.

2. Implementing CSR through Our Core Businesses Responding to Climate Change andGlobal Warming
Principal opinions of experts
Fujii: I would like to see Tokio Marine maintain its awareness of "CSR through its core businesses" and create
products and services based on the results of research on climate change risk and earthquake and tsunami risk. I
am hoping that such products will gain wide acceptance throughout society and that efforts are made to ensure
this contributes to business productivity.
Edahiro: I am looking forward to seeing Tokio Marine utilize its unique information source as an insurancecompany and play a role in raising awareness and providing useful information widely across society.

Tokio Marine's Response
We will firmly instill an awareness of the indispensable role we play in society through our main businesses. Many
employees learned about this important role in responding to the Great East Japan Earthquake. Concurrently, we
will apply the results of Group research on climate change risk and earthquake and tsunami risk to our products
and services and continue to consider ways we can give back to society. Through our core businesses, we will
also continue promoting CSR initiatives such as the Green Gift Project.

21

Social Responsibility
Tokio Marine Group's CSR

3. Community and Social Contribution Activities through Responses to Social Issues
Principal opinions of experts
Edahiro: The measurement of effectiveness of community and social contribution activities should not just be
limited to the number or percentage of employee participants, but should also measure areas such as the degreeof impact (effects) on local communities. I would also like to see Tokio Marine make evaluations from such
perspectives as "What did employees learn and what did they bring back to their jobs through these communityand social contribution activities?" as well as "How are these activities connected to social issues in local
communities?" I would also like to see Tokio Marine further promote community and social contribution activities
undertaken in cooperation with domestic NGOs.
Akiyama: Employee awareness can also change through their participation in community and social contribution
activities planned by the Company. These initiatives are truly meaningful.

Tokio Marine Group's Response
We would like to work in cooperation with local governments, NGOs and other bodies and strive to solve social
issues in a particular community. We will make efforts to further spread and permeate our community and social
contribution activities.

22

Social Responsibility
Tokio Marine Group's CSR

4. CSR Management
Principal opinions of experts
Akiyama: I look forward to the implementation of initiatives that consider sustainability (ESG) and feature thecooperation of insurance companies from around the world. I would like to see the Tokio Marine Group raise its
presence and contribute to various global initiatives such as UNEP FI-PSI as a leading company in the insurance
industry.

Tokio Marine's Response
Based on a global perspective, we will improve our own CSR initiatives while proactively participating such global
initiatives as UNEP FI-PSI, The Geneva Association and ClimateWise, and promote efforts that will enable thedevelopment of a sustainable society.

Responding to Opinions in the CSR Dialogue
We will solidly instill an awareness of "CSR through our core businesses," which all Group employees
learned about and shared in responding to the Great East Japan Earthquake, and will continuously promote
community and social contributions. While striving for contact with an even larger number of stakeholders,we will accurately ascertain social issues in communities and steadily expand initiatives that lead toappropriate solutions. We will also continue to build a corporate culture that encourages employees to think,communicate and act on their own.
Hiroshi Amemiya
Executive Vice President (at the time)
Tokio Marine Holdings, Inc.

23

Social Responsibility
Tokio Marine Group's CSR

CSR Initiatives: Fiscal 2009-2011 Mid-Term Plan (Summary) and Fiscal 2011 Plan (Results)
The Tokio Marine Group's "Innovation and Execution 2011" medium-term corporate strategy (FY2009 - FY2011)
and key CSR issues of the fiscal 2011 plan are summarized as follows.
The initiatives for each issue at the beginning of the year were generally attained. On the other hand, emerging
new social issues were recognized, which prompted us to further advance our CSR initiatives.

Medium-term
Key Issues

business plan

FY2011(FY2009-FY2011)

Targets/Results

Evaluation

Pages

Targets/Results
Providing value through our(Medium-term(Single-year

Clickcore businesses

target)target)here forEnhance the- Continue

details

quality of products

initiatives toand services

become "a global
corporate group(Results)
Tokio Marine &maintaining growthby offering quality

Nichido and Tokiothat customers

Marine & Nichido

select" (ongoing

Life carried out

initiative)"Medical Assist"- Make utmost

Tokio Marine &efforts directed

Nichido Life

toward recovery

implemented theand restoration"Movement tofollowing the Great

Protect Customers

East Japan

from Cancer."

Earthquake(Results)
Tokio Marine &NichidoSales of a "lumpsum payment rider
for auto insurance
in case of total
vehicle loss froman earthquake,
volcanic eruption
or tsunami"

24

Medium-term
Key Issues

business plan

FY2011(FY2009-FY2011)

Targets/Results

Evaluation

Pages

Targets/Results
Sales of "One Day
Auto Insurance,"
etc.
Insurance
claims payments
for the Great East
Japan Earthquake
As of May 1, 2012:
Number of
payments: 155,631
Payment
completion rate:
99.2%
Responding

Address(Medium-term(Single fiscal year

Click

to climate

climatetarget)target)here forchangechangeDevelop andDevelop anddetails

through ourprovide products

provide products

products andand services thatand services that

services

adapt to andadapt to andmitigate climate

mitigate climatechange (includes

change (includes

responses forresponses fordeveloping

developing

countries)

countries)(Results)(Results)

Tokio Marine &Tokio Marine &Nichido's Green

Nichido's Green

Gift Project(Project

Gift Projectcommenced in- "Web clause"

May 2009)

adoption ratio for- "Web clause"

auto insurance,

adoption ratio foretc.:

auto insurance,

FY2011: 77.8%

etc.:(Increase of 3.9%

FY2008: No

from the previous

resultsyear)

FY2011: 77.8%(Paper reduction(Paper reduction

effect: 1,700 tons

effect: 1,700 tons

in the fiscal year)

in the fiscal year)
OthersOthers- IFFCO-Tokio- IFFCO-Tokio

General Insurance

General InsuranceCo., Ltd.(India):

Co., Ltd.(India):

Diffusion of

Diffusion of

weather insurance25Medium-term
Key Issues

business plan

FY2011(FY2009-FY2011)

Targets/Results

Evaluation

Pages

Targets/Results
weather insurance- Tokio Marine- Tokio Marine

Research Institute:

Research Institute:

Research onMore sophisticatedclimate change

research on

risk

climate change⇒ Evaluation ofrisk

typhoon risk undernear-future climaticconditions andpublication ofrelated research
reports

Reduce the(Medium-term(Single fiscal year

Click

volume oftargets)

targets)

here for

CO2- Strengthen- Group companies

details

emissions

reductions of(Japan/overseas):accompanying

environmental

Strengthen

our business

impacts at Group

reductions ofactivities

companies

environmental(includes

impacts

expanding the(Includes electric

coverage scope of

power

environmental

conservation

management)

initiatives in Japan)- Become carbon- Become carbon

neutral in FY2011

neutral in FY2011- Group CO2(Results)

emissions:- Group CO2

Reduction of 5%emissions:from the previous

FY2008: No data

year

↓

- Copier paper

FY2011: 75,277

use: Reduction of

tons

9% from the(CO2 absorbed

previous year

and stabilized in
FY2011: 75,925(Results)

tons)- Group CO2⇒ Became carbon

emissions:

neutral in FY2011

FY2011: 75,277*<Reference>tons

Tokio Marine &(Breakdown)

Nichido CO2Same boundary as

emissions (Scopein the previous

1 + Scope 2)

year: 73,219 tons

FY2008: 63,801(Reduction of 0.6%

tons

from the previous

26Medium-term
Key Issues

business plan

FY2011(FY2009-FY2011)

Targets/Results

Evaluation

Pages

Targets/Results
↓

year)

FY2011: 42,527

Portion of thetons

expanded scope ofcompanies
covered: 2,058
tons- CO2 absorbed
and stabilized:
FY2011:75,925tons⇒ FY2011:
Became carbon
neutral- Copier paper
use: 2,232 tons
(Breakdown)Same boundary as
in the previous
year: 2,195 tons
(Reduction of 1.3%
from the previous
year)
Portion of the
expanded scope ofcompanies
covered: 37 tons

Collaborative work with local(Medium-term(Single fiscal year

Click

communities and societies

targets)

targets)

here for- Group company- Group company

details(Japan) community(Japan) communityand socialand social

contributions:contributions:

FY2011 employee

FY2011 employee

participation rate:participation rate:

50%

over 50%(total)- Strengthen joint
initiatives within- Strengthen joint

the Group for

initiatives withincommunity and

the Group forsocial contribution

community andprogramssocial contribution
programs(Results)- Group company(Results)(Japan) community- Group company

and social(Japan) community

contributions:and social

27

Medium-term
Key Issues

business plan

FY2011(FY2009-FY2011)

Targets/Results

Evaluation

Pages

Targets/Results
FY2008 employee

contributions:participation rate:

FY2011 employee

no dataparticipation rate:

FY2011 employee

59.8% (total)

participation rate:
59.8% (Total)- Strengthened*<Reference>

joint initiatives

Tokio Marine &within the Group

Nichido community

for community andand socialsocial contribution

contributions:programs

FY2008 employee- Implemented

participation rate:

CSR Months

16% (total)(October -FY2011 employee

November)participation rate:- Implemented

52% (total)Group joint- Strengthened

programs:

joint initiatives

Great East Japan

within the Group

Earthquake

for community andvolunteerssocial contribution

Green Lessons

programs

Pink Ribbon- Implemented

Movement

CSR Months

AED training(October -sessions

November)

Dementia- Implemented

supporter training

Group joint

sessions

programs:

Disaster relief fund

Mangrovedonation activities

planting volunteers

held in regions

Green Lessonsaround the world

Pink Ribbon
Movement
AED training
sessions
Dementia
supporter training
sessions
Disaster relief funddonation activities
held in regions
around the world

As a methodology to promote CSR activities, Tokio Marine Holdings, Coporate Planning Dept. undertakes target
management (quantitative and qualitative) for the above Key CSR Issues and aims to raise the quality of its
management strategies and CSR.

28

CSR Initiatives: FY2012 - FY2014 Mid-Term Corporate Strategy and FY2012 Targets
Under the mid-term corporate strategy (FY2012 - FY2014) "Innovation and Execution 2014," the Tokio Marine
Group has newly established Key CSR Issues. Such recent natural catastrophes as the Great East Japan
Earthquake and the Thai floods have spurred rising social interest in the functions and roles of insurance, financial
services and consulting as measures for adapting to risk.
In working toward the realization of a sustainable society, we promote initiatives that utilize the characteristics of
our own businesses and give consideration to environmental, social and governance (ESG) in solving social
issues.

Mid-Term Strategy
Key Issues

FY2012(FY2012- FY2014)

Targets

Targets- Provide value through ourcore businesses- Provide insurance andconsulting for advanced
environmental technologies- Strengthen research on
climate change and natural
Responding to climate

catastrophe riskchange and natural
disaster risk

- Reduce environmental
impacts from businessactivities- FY2014 CO2 emissions:
Reduction of 10% comparedwith FY2010- Be carbon neutral(ongoing)

Pages- Provide value through ourcore businesses (same ason the left)- Reduce environmental
impacts from businessactivities- CO2 emissions: maintain
FY2011 results

Click here fordetails- Be carbon neutral(ongoing)- Amount of paper use:
8,675 tons (Decrease of 5%
from the previous year)

Contributing to local- Provide value through our- Provide value through our

Click here forcommunities andcore businesses

core businesses (same asdetailssocieties- Contribute to buildingon the left)

communities that arestrongly resistant to- Firmly position community

disasters

and social contribution

Strengthen tsunami risk

activities by employees

research, provide disaster- Foster a corporate culture

prevention educationin which Group companies- Contribute to solutions fornaturally engage insocial issues (traffic

community and social

accident prevention, aging

contribution activities

of society)(FY2012 employee- Firmly position community

participation rate: over 80%

and social contribution(total))activities by employees- Foster a corporate culture- Strengthen joint initiatives

in which Group companies

within the Group for

naturally engage incommunity and social

community and social

contribution programs

contribution activities(same as on the left)

29Mid-Term Strategy
Key Issues

FY2012(FY2012- FY2014)

Targets

Targets

Pages(FY2014 employee
participation rate: 100%)- Strengthen joint initiatives
within the Group for
community and social
contribution programs- Strengthen relationships
with NGOs and NPOs in
Japan and overseas- Strengthen management
within the Group- Strengthencommunications among
Group companies (Japan,
overseas)
Strengthening CSR
management- Implement combined
ESG initiatives together withbusiness partners (agents,
customers)- Enhance dialogue with- Strengthen management
within the Group (same ason the left)
Click here for- Establish a foundation for

detailsenhancing dialogue withstakeholders (same as on
the left)stakeholders- Enhance disclosure of
information concerning ESG

30

Social Responsibility
Tokio Marine Group's CSR

Tokio Marine Holdings is making efforts to improve its initiatives in environmental, social and governance (ESG)
fields and is receiving high evaluations from socially responsible investment (SRI) rating agencies worldwide.

Evaluations from External SRI Rating Agencies
In recent years, attention has been focused on Socially Responsible Investment (SRI), which evaluates corporate
ESG risk and corporate ethics from the perspective of the sustainability of society.
Tokio Marine Holdings works toward enhancing transparency in ESG fields and is earning acclaim from numerous
global indexes. As of the end of June 2012, Tokio Marine has been listed in the SRI indexes shown below.

31Social Responsibility
Tokio Marine Group's CSR

Status of inclusion in SRI funds
Fund Name

Registered and Managed by

Eco Partners ("Green Wings")

Mitsubishi UFJ Asset Management Co., Ltd.

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

Sumishin DC Good Company

STB Asset Management Co., Ltd.

Sumishin SRI Japan OpenSTB Asset Management Co., Ltd.

World 6 Asset Equal Distribution (monthly distribution
type)

Daiwa Asset Management Co. Ltd.

Daiwa Eco Fund

Daiwa Asset Management Co. Ltd.

Daiwa SRI Fund

Daiwa Asset Management Co. Ltd.

Fukoku SRI Fund

Shinkin Asset Management Co., Ltd.

Mitsubishi UFJ SRI Fund

Mitsubishi UFJ Asset Management Co., Ltd.

Resona Japan CSR Fund

PineBridge Investments Japan Co., Ltd.

6 Asset Balanced Fund

Daiwa Asset Management Co. Ltd.

Note: Inclusion in these funds is based on the latest performance reports of each fund as of the end of June 2012.

32

Social Responsibility
Tokio Marine Group's CSR

External Awards

Ethisphere (USA) - 2012 World's Most Ethical Companies

Tokio Marine Holdings

Sam Award - 2012 Silver class

Tokio Marine Holdings

Newsweek Green Rankings 2011 - Top 250 Companies

Tokio Marine Holdings

Japan Environment Association - Eco Mark Award 2011 Silver Prize

Tokio Marine & Nichido

Nagoya City Accreditation and Award System for Companies that
Promote Active Roles for Women - 2011 Excellent Award
2011 Yokohama Good Balance Award
Ministry of Health, Labour and Welfare - 2011 Excellence Award for Best
Practices for Improving Workplaces for the Employment of Persons with
Disabilities (Persons with Development Disabilities)
The Sunday Times 100 Best Companies to Work for 2012

Tokio Marine & Nichido

Tokio Marine Millea SAST

Tokio Marine BusinessSupportKiln (UK)33

Social Responsibility
Tokio Marine Group's CSR

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

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

34

Social Responsibility
Tokio Marine Group's CSR

The UN Global Compact's 10 principles

http://www.unglobalcompact.org/

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

35

Social Responsibility
Tokio Marine Group's CSR

UNEP FI Principles for Sustainable Insurance (UNEP FI-PSI)
Tokio Marine & Nichido is participating in surveys, research and proposal
activities on sustainability in the insurance industry as a member of the
Insurance Commission in the United Nations Environment Programme
Finance Initiative (UNEP FI), as well as serving as its Board Member for Asia.
In June 2012, Tokio Marine & Nichido supported the intent and policies of andbecame a founding signatory of "Principles for Sustainable Insurance (PSI)"
launched by UNEP FI during the United Nations Conference on Sustainable
Development (Rio+20 Conference). Together with UNEP FI and otherinsurance companies from around the world, Tokio Marine & Nichido also
participated in the formulation of principles of action as a core member of thedrafting committee of the PSI (PSI Team). In November 2011, Tokio Marine &Nichido and UNEP FI co-hosted the PSI Regional Consultation Meeting for
Asia, which featured the participation of Asian insurance companies,
reinsurers, academics and NGOs. Tokio Marine led discussions on such topics
as "The roles and responsibilities that should be fulfilled by the insurance
industry toward the realization of a sustainable society" and "Agenda for action
considering ESG in the insurance business."
http://www.unepfi.org/

The PSI Regional Consultation Meeting for Asia held in Tokyo in November 201136

Social Responsibility
Tokio Marine Group's CSR

UN Principles for Responsible Investment (UN PRI)
United Nations Principles for Responsible Investment (UN PRI) is an initiative
being implemented that expresses stances and policies that consider ESG
issues for investment decisions by financial institutions and institutional
investors.
In April 2011, Tokio Marine Asset Management Co., Ltd., in its position as an
asset manager, supported the policies of and signed the "Principles for
Responsible Investment (PRI)," which is led by UNEP FI and the United
Nations Global Compact.
Meanwhile, in August 2012, in conjunction with its signing of the UNEP FI-PSI,
Tokio Marine & Nichido supported and signed the PRI in its position as aninsurance company. Both companies will work toward initiatives that consider
ESG issues in carrying out their respective activities.
http://www.unpri.org/

Carbon Disclosure Project
The Carbon Disclosure Project (CDP) is an organization that drives an initiative
under which the world's principal institutional investors cooperate in calling forcompanies worldwide to disclose their climate change strategies (risks andopportunities) and greenhouse gas emissions. Tokio Marine & Nichido
participates every year as a CDP Signatory and is supporting survey researchin the areas of corporate-related climate change strategies and greenhousegas (GHG) emissions as well as energy usage.
https://www.cdproject.net/

The Geneva Association
Tokio Marine & Nichido is a member of the Geneva Association comprised ofapproximately 80 executives from major insurance companies around theglobe. September 2008, insurance companies worldwide convened andestablished the Climate Change and Insurance (CC+I) Project (subsequently
renamed Climate Risk and Insurance Project - CR+I), which is undertaking
research on climate change risk. To date, The Geneva Association has issued
reports that include "The Insurance Industry and Climate Change" (2009) and"Global Insurance Industry Statement on Adapting to Climate Change in
Developing Countries" (2010). In March 2012, The Geneva Association
released a report entitled "Extreme events and insurance: 2011 annus
horribillis." This report analyzed the major natural catastrophes (New Zealandearthquake, Great East Japan Earthquake, U.S. tornadoes and Thai floods,etc.) that occurred in 2011, the impact of these natural catastrophes on
economies and insurance losses, and summarized the functions and roles
fulfilled by risk management. Within this report, under the section entitled "1137

March Japanese earthquake, tsunami and nuclear emergency: how insurance
responded in post-disaster recovery," Tokio Marine & Nichido reported on thelessons the Japanese insurance industry learned from the Great East Japan
Earthquake, and identified issues concerning the insurance system andproducts. Under this same title, Tokio Marine & Nichido also made suggestions
that included stressing the need to further advance risk management and therole of insurance to support the realization of a sustainable society anddisaster resilient.
http://www.genevaassociation.org/

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

Tokio Marine & Nichido submits an annual activity report based on ClimateWise Principles to ClimateWise(Secretariat: United Kingdom).
Activity Report38

Sustainability Report 20122011 Highlights

Social Responsibility
2011 Highlights

Here we introduce 2011 highlights and the Tokio Marine Group's key CSR initiatives.

2011 - A Year of Natural Catastrophes that Tested Our True Value as an
Insurance Company
The year 2011 witnessed successive natural catastrophes around theworld that caused enormous damage. In January, northeastern Australia
suffered massive flooding, the worst ever recorded in that country, while
Brazil also experienced floods. In February, a magnitude 6.3 earthquake
struck near Christchurch, New Zealand. The earthquake caused buildings
to collapse, resulting in numerous deaths and injuries, including toJapanese and other foreign students at an English-language school thatcollapsed.
Shortly thereafter, the Great East Japan Earthquake struck on March 11,
a date that is now deeply etched in all of our memories. The magnitude
9.0 temblor, the most powerful ever recorded in Japan, also triggered a

Reuters/Aflomassive tsunami that reached a maximum height of 40.5 meters andcaused catastrophic destruction along the coasts of the Tohoku and Kanto
regions. According to data compiled by the National Police Agency, thenumber of fatalities or missing due to the earthquake and tsunami reachedapproximately 19,000 as of April 4, 2012. Later, the U.S. Midwest andSouth were battered by a series of tornadoes as well as a major
hurricane, while Thailand experienced extensive flooding and Turkey was
hit by an earthquake.

Reuters/Aflo

The World's Major Natural Catastrophes in 2011
February

Australia: Cyclone Yasi; New Zealand: Christchurch Earthquake

March

Japan: Great East Japan Earthquake

April

United States: heavy winds and rain, tornadoes, forest fires, floods

July

Thailand: Thai floods (until December)AugustUnited States and Caribbean islands: Hurricane Iris

OctoberTurkey: Turkey earthquake

DecemberPhilippines: Tropical storm Washi

40

Social Responsibility
2011 Highlights

World's Economic Losses from Natural Catastrophes the Largest Ever
RecordedAccording to a survey by Munich Re, the world's economic losses fromnatural catastrophes in 2011 amounted to USD 380.0 billion, significantly
topping the previous record-high losses of USD 220.0 billion recorded in
2005. Of this amount, economic losses from the Great East Japan
Earthquake amounted to approximately USD 210.0 billion, accounting for
more than half of the year's total. Meanwhile, the Thai floods virtuallyinundated entire industrial estates where Japanese companies have set
up operations, causing damage not only to manufacturers of finishedgoods but also to numerous producers of basic components. Thisdisrupted the supply chain and exerted a major impact on the world
economy. The economic losses from the Thai floods reached USD 40.0
billion.

Natsuki Sakai/AfloInsurance claims paid by insurance companies in response to thesecatastrophes amounted to approximately USD 105.0 billion, which also
represented an all-time high. Comparisons over the past 30 years reveal a
sharp rise in the frequency of such natural catastrophes as earthquakes,
tsunamis, floods and hurricanes. Although the risk of natural disasters
caused by climate change has been rising every year, when and wheresuch catastrophes will strike is unknown and avoiding such natural
disasters is not possible.
For this reason as well, the Tokio Marine Group believes its mission is tomake preparations for minimizing damage and to make insurance claims
payments promptly and appropriately in the event of a catastrophe;
support quick recovery and reconstruction following a disaster; and focus
on activities to protect the Earth's environment on a regular basis.

41

Social Responsibility
2011 Highlights

Tokio Marine Group's Key Initiatives

Enhanced sophistication of natural catastrophe risk evaluation methods
Supported Japanese-affiliated companies during the Thai floods
Became carbon neutral

Launched sales of One Day Auto Insurance
Introduced insurance procedures that use tablet PCs
Undertook initiatives for reconstruction in areas stricken by the Great East Japan Earthquake

42

Sustainability Report 2012

Key Issue -EnvironmentalResponding to Climate Change and Natural Disaster Risk
• Risk Research• Provision of Insurance Products and Services• Environmental Investment• Consulting• Reduction of Environmental Impact• Preservation of Biodiversity• Environmental Enlightenment and Social Contribution

Social Responsibility
Key Issue -Environmental-

Global warming and climate change have caused increased risks of typhoons, droughts, torrential rainfalls andother disasters around the world, posing a serious threat to our social lives. As risks of natural disasters are rising,which has been anticipated since the 1990s, insurance companies contribute to society by offering appropriate
insurance products and making insurance payments.
The insurance business is closely related to climate change and risks of disasters. Naturally, response to these
two threats is now considered a major management issue which the global insurance industry has to address inthe medium to long term.
We believe that the mission of the Tokio Marine Group is to stably provide insurance products and risk
management services against various risks and ensure "safety and security" in society. Insurance companies arealso expected to provide various climate change and disaster risk solutions to society based on expertise
accumulated in the insurance business encompassing the payment of insurance claims, risk assessment andasset management. In addition to providing products and services in developed countries, another important taskof insurance companies is to encourage the establishment of a natural disaster risk insurance mechanism anddisaster prevention and risk management practices in developing countries and regions vulnerable to the impact ofclimate change.
Since December 2006, the Tokio Marine Group has been promoting the Global Warming Research Project, across-organizational initiative led by Tokio Marine & Nichido, the Tokio Marine Research Institute and Tokio Marine& Nichido Risk Consulting. The project conducts research on climate change and disaster risks and develops andprovides products and services that are designed to mitigate or adapt to climate change. Through theseendeavors, the Tokio Marine Group will leverage its total strengths and proactively respond to new risks arisingfrom climate change.

44

Social Responsibility
Key Issue -Environmental-

Risk Research

Provision of Insurance Products and Services

Environmental Investment

Consulting

Reduction of Environmental Impact

Preservation of Biodiversity

Environmental Enlightenment and Social
Contribution
Environmental Enlightenment and Social
Contribution
Participation in International Initiatives

45

Social Responsibility
Key Issue -Environmental-

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

Risks and Opportunities Associated with Climate Change
In 2007, the Intergovernmental Panel on Climate Change (IPCC) gave warning to the world by presenting thestatus, causes and impacts of climate change and associated adaptation and mitigation options in its Fourth
Assessment Report. In 2012, the IPCC issued another report entitled "Special Report on Managing the Risks ofExtreme Events and Disasters to Advance Climate Change Adaptation," placing special emphasis on adaptation toclimate change and management of disaster risks.
Although weather phenomena are natural occurrences that are beyond our control, we can at least prepare
ourselves and adopt measures against climate change and increasing risks of disasters. The Tokio Marine Group
regards climate change and evolving risks of disasters as "opportunities" and intends to provide confidence tocustomers and society at large by developing and offering adequate insurance products and risk management
services. In these endeavors, we promote risk research and other activities to respond to climate change and risksof disasters.

Upgrading Natural Disaster Risk Assessment Approaches
In order to refine its natural disaster risk assessment approaches, theTokio Marine Group combines statistical and engineering techniques thatare based on data of past natural disasters and accidents with ameteorological process that uses climate models and other means toforecast future climate conditions.

To Use Findings in Developing and Providing Products
and Services for Adaptation to Climate Change
Major changes in the frequency of natural disasters and the scale ofdamage due to climate change and global warming make it very difficultfor insurance companies to calculate appropriate insurance premiums, set
up adequate liability reserves against the payment 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 past statistical
data. Accordingly, the Tokio Marine Group has been promoting research

Typhoon simulation model
into future natural disaster risks by utilizing "climate models," which enable Source: Japan Agency for Marineus to forecast future climate conditions based on computer simulations, in Earth Science and Technology

46

addition to forecasts mainly utilizing past statistical data. We contribute to(JAMSTEC) (top)the realization of a sustainable society by linking research findings to the

Nagoya University Hydrosphericdevelopment and provision of products and services while disseminating

Atmospheric Research Center

this information to society.

(bottom)

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

47

Social Responsibility
Key Issue -Environmental-

Using Climate Model Data of The University of Tokyo and High Spatial Resolution Modelsof Nagoya University to Reproduce the No. 15 Typhoon in 2011 with and without theTemperature Difference Caused by Global Warming
Jointly with The University of Tokyo and Nagoya University, the Tokio Marine Research Institute conducted atyphoon risk assessment using near-future forecasts of climate conditions in around 2030. The results revealed:(1) there would be an increase in the number of intense typhoons (with a minimum central pressure below 950hPa); (2) typhoon paths would move eastward; and (3) the area in which typhoons typically form would expand into
the northeastern part of the Northwest Pacific Ocean. The research outcome was presented at a symposium of the
Meteorological Society of Japan. The Tokio Marine Research Institute also disseminates information related to
global warming and natural disasters via its website and by various other means.
Tokio Marine Research InstituteThe chart on the left is the actual weather chart showing the location of the No. 15 typhoon in 2011, while in thecenter is a weather chart reproduced by using high spatial resolution models. The chart on the right is another
weather chart reproduced by high spatial resolution models to which the difference between the current sea
surface temperature and that after global warming (temperature difference caused by global warming) has been
added.
As can be seen from these charts, high spatial resolution models provide an effective means of realistically
reproducing typhoons, and the results show that stronger typhoons are likely to occur due to global warming.

48

Social Responsibility
Key Issue -Environmental-

Projected Changes in the Nature of Typhoons Based on Climate Model Data of The
University of Tokyo
The charts on the left show where typhoons form, and those in the center and on the right represent their paths
and distribution of intensity (mean central pressure), respectively.
The charts at the bottom show the difference between the present and future conditions caused by global warming.
In the left and center charts (typhoon forming area and typhoon paths), blue represents areas where less typhoons
are expected in the future. Red, on the other hand, shows areas with more typhoons. In the chart on the right, theblue area is where lower central pressure is expected. As shown in these charts, the typhoon forming area andtracks of typhoons will move eastward, with their strengths likely to intensify.

49

Social Responsibility
Key Issue -Environmental-

Upgrading and Applying Natural Disaster Risk Assessment Approaches

Linking Earthquake and Tsunami Risk Assessment to Safe and Secure City Development
In recent years, the world has experienced large earthquakes in Chile,

Image of a tsunami simulation model

off Sumatra Island, in Sichuan (China) and in eastern Japan,
repeatedly sustaining devastating damage caused by these so-called"less-frequent" massive disasters. Against this backdrop, the Tokio
Marine Group will leverage its know-how accumulated in the fields ofdisaster prevention and risk research from offering non-life insurance
and risk consulting services to contribute to the safety and security ofsociety.
Source: Endowed Research Division
Tokio Marine & Nichido signed an industry-academia collaborationagreement with Tohoku University in July 2011 and endowed a
research program, "Earthquake Induced Tsunami Risk Evaluation(research program endowed by Tokio
Marine & Nichido), IRIDeS, Tohoku
University(Tokio Marine & Nichido)," to the Endowed Research Division of theInternational Research Institute of Disaster Science (IRIDeS), Tohoku University, in April 2012. This endowed
program analyzes tsunamis (distribution of wave height and arrival time) caused by the recent Great East Japan
Earthquake and other massive earthquakes in the past. It also conducts research into sophisticated tsunami risk
assessment techniques that integrate more reliable probability of occurrence data and damage estimates

50

(simulations) based on societal vulnerabilities and disaster preparedness in Japan and overseas. Through theseresearch activities, Tokio Marine & Nichido will work to provide essential information required to formulate disastermitigation plans for coastal areas and offer recommendations on disaster prevention and mitigation, including
disaster preparedness education.
Jointly with insurance agents operating in disaster areas (Kesennuma, Sendai, Ishinomaki, Iwaki and other
cities), Tokio Marine & Nichido has been participating in "Michinoku Shinroku-den," an archiving project of Tohoku
University for the 2011 Great East Japan Earthquake. This industry-government-academia project creates andmaintains records of the disaster areas from immediately after occurrence of the earthquake up to recovery andreconstruction. These records are used by Tohoku University to gain multifaceted insight into what actually
happened in these areas. The aim of the project is to pass down lessons learned during and after the Great East
Japan Earthquake for improved disaster preparedness and resilience.

Building systematic mechanisms and approaches to earthquake andtsunami risk assessment allows more reliable risk projections. We
intend to use these estimates as a basis for developing disastermitigation plans for coastal areas and help create a safer and moresecure society. Tsunami-related risks, in particular, are a new field thathas not been explored in the past, and the research outcome will bevery valuable for both Japan and other countries. We plan to conduct
risk assessment in and outside Japan to support systematic,
precautionary disaster prevention and mitigation. Moving one step

Professor Fumihiko Imamura
IRIDeS, Tohoku University

further, we also aim to build a system of "disaster avoidance," which
focuses on minimizing disaster damage by eliminating risks.
Endowed Research Division, IRIDeS, Tohoku University

51

Social Responsibility
Key Issue -Environmental-

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

Green Gift Project - Presenting Forests to the 22nd Century
With the support of its customers, Tokio Marine & Nichido initiated the Green Gift Project in May 2009 to reduce
environmental impact (i.e., use of paper) by giving policyholders a choice of viewing their respective policies via
the company website (Web contract) rather than by receiving them in paper form. To promote its Mangrove
Planting Project, the company makes monetary donations equivalent to two mangrove trees per one customer
choosing this Web contract.
In fiscal 2011, 77.8% of customers buying auto insurance and "Super Insurance" switched to paperless Web
contracts.

From September 2010, Tokio Marine & Nichido has designated customers who participate in the Green Gift
Project as its Green Gift Partners and has undertaken a variety of initiatives that give customers a genuine sensethat they are participating in and contributing to global environmental protection and social contribution activities.
Tokio Marine & Nichido launched the Green Gift Project website. This website is showing mangrove planting
activities in each region, growth of mangrove saplings and how people live in these regions by maps,
photographs and videos.
The company reports the amount of CO2 absorbed by mangroves planted to date.
The company will hold eco-volunteer tours to Iriomote Island in Okinawa (Japan) and to Southeast Asian
countries, as well as seminars and various events for customers.
Tokio Marine & Nichido Green Gift Project (in Japanese)
Nisshin Fire Web contract (in Japanese)"Creating Mangrove Forests"

52

Social Responsibility
Key Issue -Environmental-

Acquired First Auto Insurance Eco Mark Certification for Financial Products
In December 2010, Tokio Marine & Nichido acquired the first auto insurance Eco Mark*1 certification for financial
products from the Japan Environment Association (JEA) for its efforts to promote various initiatives in theenvironment-related field. These included promotion of the Green Gift Project, dissemination of information on ecosafe driving and accident reduction via the company website, increased use of recycled parts in auto repairs andpremium discount services for hybrid, electric and compressed natural gas vehicles.
In 2011, Tokio Marine & Nichido won the Silver Prize in the Eco Mark Award 2011*2 sponsored by JEA, becoming
the first company in the financial industry to receive an Eco Mark award. In granting the award, JEA highly
recognized the company's efforts to promote the widespread use and increase the visibility of Eco Mark certified
auto insurance products (creation of Eco Mark awareness posters and extensive use of the Eco Mark label on auto
insurance leaflets and renewal notices) and to offer eco-friendly auto insurance that allows policyholders toparticipate in activities to reduce environmental impact through the Green Gift Project. Becoming carbon neutral inits domestic business activities in fiscal 2009 and fiscal 2010 was another point that was highly valued by JEA.

*1 The Eco Mark environmental label is granted to products that are certified as having less impact on theenvironment throughout their lifecycles and being effective in preserving the environment.
*2 The first award scheme established in 2010 in relation to the Eco Mark. Presents awards to companies

and organizations proactively engaged in activities to achieve the objective of the Eco Mark project:"Creation of a sustainable society through the wise choice of environment-friendly products by consumers
and environment improvement efforts by companies."

53

Social Responsibility
Key Issue -Environmental-

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

Post-Accident Auto Repairs Friendly to the Environment
Tokio Marine & Nichido and Nisshin Fire & Marine Insurance ("NisshinFire") have been undertaking an initiative to promote environmentconscious auto repairs following accidents with the cooperation ofcustomers. This initiative encourages the repair, not replacement, of parts
damaged in an accident or the use of recycled or rebuilt parts if thedamage is beyond repair, to reduce industrial waste and utilize resources
more effectively. Following "The Declaration of the Promotion of the Use of
Recycled Parts," a joint statement made by the General Insurance
Association of Japan and its member insurance companies, we havedecided to step up this initiative by generally requiring the use of recycled"Asante" environment-conscious
auto insurance

parts when repairing company-owned vehicles and encouraging their use
in personal vehicles of employees.
For the same purpose, Nisshin Fire provides an environment-conscious
auto insurance, "Asante," which provides a 10% discount on insurance
premiums if a car repair is done using recycled parts at one of theautomobile repair shops specified by the company.
Nisshin Fire "Asante" (in Japanese)54Social Responsibility
Key Issue -Environmental-

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

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

In 2001, the Tokio Marine Group established IFFCO-TOKIO General Insurance Co., Ltd., a joint venture with
Indian Farmers Fertilizer Cooperative Ltd. (IFFCO), to begin development of weather insurance. IFFCO is thelargest public company in India handling fertilizer.
In designing weather insurance, the Tokio Marine Group used its know-how in weather analysis and theprecipitation data collected by observation stations of the Indian Meteorological Department (IMD) locatedthroughout the country to calculate the probability of occurrence of drought in each region. Based on the results ofcalculation, the Group successfully created a weather insurance product with coverage for rainfall fluctuations,paying fair benefits according to the difference between the average and actual precipitation amounts in eachregion during the monsoon season, not for a poor harvest. This weather insurance contributes to increased
livelihood stability for farmers.
IFFCO-TOKIO has been providing the weather insurance since May 2004. With the percentage of insurance
policyholders remaining below 1% in India, it is necessary to explain how insurance works before expanding sales55

of its weather insurance. For this purpose, IFFCO, as an agent of IFFCO-TOKIO, has been dispatching staff tovillages in provinces across the country and holding study meetings with villagers. Currently, the company's
weather insurance has about 70,000 customers, many voicing their gratitude for receiving benefits during a
drought-caused hardship. In the face of increased risks on agricultural production arising from climate change, thisinsurance product is expected to become closely intertwined with lives in rural villages in the future. Through its
weather insurance, IFFCO-TOKIO strives to take part in achieving sustainable development of agriculture in India.
IFFCO-TOKIO Weather Insurance

Environmental Impairment Liability Coverage Offered by Philadelphia
Insurance Companies
In response to the growing need for ensuring compliance with environmental
regulations, U.S.-based Philadelphia Insurance Companies (PHLY) offers
environmental insurance products with environmental impairment liability coverageagainst various risks, including impairment liability for contamination of theenvironment, for manufacturers, processing companies, pharmaceutical firms, hotel
operators and real estate agencies.
These insurance products protect policyholders from impairment liability for damage
to third parties and remediation expenses caused by environmental contamination,
thereby contributing to the protection of the natural environment and the health of
local residents while encouraging the promotion of regional industries.
Philadelphia Insurance Companies Environmental ProductsFirst Insurance Product Responding to Carbon Credits
U.K.-based Kiln Group Limited has commenced underwriting of an insurance product that covers carbon credit
eligibility risk from April 2011.
Under the EU Emissions Trading Scheme, companies and investors can purchase the rights in advance to buy
carbon credits at a given price that will be generated as credits at a later date. However, as a result of discussions
for reviewing credit certification standards from 2012 onwards, concerns have been raised over various aspects
such as emissions reductions of trifluoromethane (HFC-23) and nitrous oxide (N2O) generated from adipic acidproduction projects will no longer be approved as credits.
Parhelion Underwriting Ltd., an insurance company based in the U.K. specialized in emissions trading, hasdeveloped the current insurance product to cover this certification risk and Kiln implemented the underwriting for amajor bank. With this initiative, Kiln will address risks in the emissions trading market, thereby promoting
investments in reduction projects with the aim of contributing to climate change countermeasures.
Kiln Carbon Credit Insurance56Social Responsibility
Key Issue -Environmental-

Offering a New Rider for Auto Insurance in Case of Total Vehicle Loss from an
Earthquake, Volcanic Eruption or Tsunami
Based on the experience gained from the Great East Japan Earthquake, Tokio
Marine & Nichido developed a new rider for auto insurance to ensure a means oftransportation that is essential to the daily life of customers affected by anearthquake, volcanic eruption or tsunami. This new rider, offering a lump-sum claim
payment for total vehicle loss caused by an earthquake, volcanic eruption or
tsunami, became available in January 2012.
In order to enable swift payment of claims in the event of a major earthquake,
insured vehicles that have been completely written off will automatically receive a
uniform amount of 500,000 yen regardless of their values (or the amount that isequal to the vehicle value if it is below 500,000 yen).
Tokio Marine & Nichido Auto Insurance (in Japanese)

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

57

Social Responsibility
Key Issue -Environmental-

Flow of early disaster recovery support

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

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

We propose an optimal recovery plan to the customer.

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

My relations with CSR: "Providing Early Disaster Recovery Service"

Thai Flood Task Force to Ensure Insurance Payments and Support Early
Recovery
Immediately following the flooding in Thailand, the Tokio Marine Group set up a Thai Flood Task Force at its Group
companies in Tokyo, Thailand and Singapore. Employees were dispatched to Thailand from Japan and Singapore
to check the status of damage sustained by local Japanese companies and their employees and provide every
possible support to ensure smooth insurance payments. Payment of insurance claims is still an ongoing effort, but
the Tokio Marine Group is expected to make the greatest amount of claim payments among other natural disasters
that have occurred overseas.
The flooding affected locally operating companies and caused a disruption of supply chains and suspension of
product and service supplies. Its effects spread globally, even forcing factories with no physical damage to close
down or reduce production volumes.

58

In addition to making insurance payments, the Tokio Marine Group delivered a recovery guidebook entitled For
Early Recovery from Flood Damage and worked to provide detailed insurance-related information to affected
corporate customers. The Group also assisted their early recovery by informing the availability of services of
BELFOR, a company specialized in disaster recovery, which included surveys of damage on equipment andfacilities and precision cleaning using the company's special know-how. Moreover, the Group published a booklet,
Lessons Learned from the Flooding in Thailand: Points to Consider in Developing Flooding Risk Countermeasures
at Overseas Bases, in order to provide reference materials for customers in developing their risk countermeasures.

59Social Responsibility
Key Issue -Environmental-

The Tokio Marine Group strives to take an environment-conscious approach in its investment and financing
operations.

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

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

60

Social Responsibility
Key Issue -Environmental-

Launching a Solar Energy FundAt the end of August 2012, Tokio Marine Asset Management rolled out a new fund for institutional investors,
including corporate pension funds, to invest in solar power plants. The new fund, "TM Nippon Solar Energy Fund2012," is the company's first investment product targeting Japan's national infrastructure, with assets undermanagement amounting to approximately 9 billion yen and the investment period covering approximately 20 years.
This fund plans to distribute its investment among 10 large solar power plants in Japan and provides returns toinvestors from sales of power generated by these facilities.
Japan initiated a feed-in tariff (FIT) system for reusable energy sources in July 2012 with a view to increasing theuse of solar, wind and other reusable energy. The system requires all users of electricity, including businesses andhouseholds, to pay a surcharge on electricity generated from renewable sources. TM Nippon Solar Energy Fund2012, which is based on this FIT system, is designed to return investment income to citizens of Japan throughcorporate pensions funds, the major investor of the fund.
Tokio Marine Asset Management believes that this fund will contribute to the diversification of energy sources. By
offering investment opportunities of social significance through this fund, the company strives to fulfill its social
roles and responsibilities as an asset management company.

61

Social Responsibility
Key Issue -Environmental-

Signed the United Nations-Backed Principles for Responsible Investment(PRI)
Recently, there has been increasing demand on asset owners (investors) and asset management companies toenforce their social roles and responsibilities via responsible investment.
The Principles for Responsible Investment (PRI) require investors to consider environmental, social andgovernance (ESG) aspects of potential investees in making investment decisions.

1. We will incorporate ESG issues into investment analysis and decision-making processes.
2. We will be active owners and incorporate ESG issues into our ownership policies and practices.
3. We will seek appropriate disclosure on ESG issues by the entities in which we invest.
4. We will promote acceptance and implementation of the Principles within the investment industry.
5. We will work together to enhance our effectiveness in implementing the Principles.
6. We will each report on our activities and progress towards implementing the Principles.

On April 1, 2011, Tokio Marine Asset Management signed the United Nations-backed Principles for Responsible
Investment (PRI) initiative, accepting these principles as an asset management company.
Before joining the initiative, Tokio Marine Asset Management had already established a responsible investmentcommittee comprised of chief asset managers and a responsible investment group to develop basic policies
concerning responsible investment and define an organization and processes to conduct investment accordingly.
As an insurance company, Tokio Marine & Nichido also supports these principles and signed the PRI initiative on
August 1, 2012.
Tokio Marine & Nichido had also engaged in ESG-conscious activities in its investment department, such as
conducting negative screening of compliance and environmental risks concerning potential investees to avoid
undesirable investments.
The Tokio Marine Group will make efforts to gain deeper insight into responsible investment and continue to fulfill
its social responsibilities in its investment and financing operations.

62Social Responsibility
Key Issue -Environmental-

The Tokio Marine Group leverages the knowledge and expertise it has accumulated in the field of risk research topromote comprehensive support for corporate customers in making provisions for climate change and disasterrisks.

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

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

63initiatives, for internal and external distribution, and for improving processes and parts that generate a considerable
amount of CO2 emissions.

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

Natural Disaster Consulting
Tokio Marine & Nichido Risk Consulting employs original analysis models to quantitatively identify earthquake andtyphoon risks that may vary among regions or types of facilities and, based on these prior analysis results,
provides cost effective risk mitigation solutions for customers. For risks concerning earthquakes, in particular, theresults of field surveys and document reviews are used to develop estimates of earthquake damage and provide
consulting on mitigation of earthquake damage. Other services include the review of real estate structural
calculation data, diagnosis of antiseismic capability of buildings and consulting based on tsunami damage
simulation models.
Tokio Marine & Nichido Risk Consulting Natural Disasters Consulting (in Japanese)

Consulting for Establishment of Business Continuity Management (BCM)
Tokio Marine & Nichido Risk Consulting provides support for the establishment of business continuity management(BCM), a practice to develop, maintain and constantly improve business continuity plans (BCPs) encompassing
supply chains. BCPs serve to protect companies from earthquakes, floods, infectious diseases and othercontingencies. In addition to providing assistance to each stage of BCM establishment, from introduction anddevelopment to operation, the company collaborates with BELFOR, the world's largest disaster recovery specialist,
to offer early disaster recovery services to disaster-affected business and production sites.
Tokio Marine & Nichido Risk Consulting Business Continuity Management (BCM) (in Japanese)
Tokio Marine & Nichido Risk Consulting Early Disaster Recovery Support Service by BELFOR (in Japanese)64Social Responsibility
Key Issue -Environmental-

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

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

65Social Responsibility
Key Issue -Environmental-

Concept for Reducing Environmental Impact
Environmental impact caused by business activities of the Tokio Marine Group is relatively small compared withcompanies in the manufacturing industry; however, the size of the Group makes it a large consumer of paper andenergy. In order to reduce environmental impact wherever possible, we have positioned initiatives for reducing
environmental impact as one of our "Key CSR Issues." The entire Tokio Marine Group (Japan/overseas) madeefforts to become carbon neutral* by the end of fiscal 2011 under the following strategic concepts.

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

* A carbon neutral state means that CO2 emitted in the course of a company's business activities is equivalent tothe volume of CO2 absorbed and reduced by way of mangrove planting, use of natural energy and retirement ofemissions credits by such a company.

Becoming Carbon Neutral
As a result of environmental impact reduction efforts
undertaken by each of the Tokio Marine Group companies,
we became carbon neutral on a global basis by successfully
offsetting CO2 emissions from business activities as of theend of fiscal 2011 by CO2 absorption and stabilization
through the planting of mangroves* and purchase of
Tradable Green Certificates (wind and biomass). Mangrove
trees absorb and fix large volumes of CO2 and are effectivein mitigating and preventing global warming. We havedecided to utilize these characteristics of mangrove trees tooffset our CO2 emissions in our effort to become carbon
neutral. This is truly a unique initiative in Japan and in theworld.
* The calculations of the amount of CO2 emissions, CO2 absorption and stabilization through mangrove planting
and CO2 reduction through the purchase of renewable energy in fiscal 2011 have been verified by a third-party
organization (Ernst & Young ShinNihon Sustainability Institute Co., Ltd.).

66

Social Responsibility
Key Issue -Environmental-

Mangrove Planting for CO2 Absorption and Stabilization* Tokio Marine & Nichido's Mangrove Planting Project was initiated in 1999 in Southeast Asia and other regions,
under the concept of "insurance for the future of the Earth." As of fiscal 2011 (the end of March 2012), the project
had planted 7,543 hectares of new forest in these regions.

Energy and Power Saving Efforts
In response to the tight energy supplies resulting from the 2011 earthquake andsubsequent nationwide restrictions on power use, each Tokio Marine Group company
implemented a range of initiatives to save power in the summer and winter of 2011.
Summertime power saving efforts at offices included switching off lights and setting thetemperature of air conditioners at 28 degrees Celsius. Major business bases of the Tokio
Marine Group proactively adopted a work from home system and rotational lunch shifts,
while reviewing the way employees work for improved work efficiency. At large buildingsof Tokio Marine & Nichido, replacement of less energy efficient air conditioners andlighting equipment was also conducted.
For employees and agents, we handed out a leaflet, Power Saving Checksheet: Save
Electricity at Home!, to promote household power savings.

The Tokio Marine Centre in Singapore Received Merit Award
The Tokio Marine Centre (TMC), the Singapore-based Asia headquarters of the Tokio Marine Group, received a
Merit Award for its excellent design and engineering safety.
The TMC is also an eco-friendly building, as it saves electricity through the use of low-energy air conditioning andlighting and makes efficient use of water by rainwater harvesting, with an abundance of greenery on the premises.
Tokio Marine Singapore Insurance67Social Responsibility
Key Issue -Environmental-

Helping Suppliers and Agents Reduce Environmental Impact
Tokio Marine & Nichido assists agents operating auto repair shops in receiving certification and registration under
the Eco-Action 21 environmental management system, an environmental activity evaluation program for small- to
medium-sized companies developed by the Ministry of the Environment. Specifically, the company holds seminars
to explain processes required for the certification and offers practical support for agents wishing to receive suchservices. Through these support activities, auto repair shops of 81 companies successfully acquired thecertification by the end of fiscal 2011.

68

Social Responsibility
Key Issue -Environmental-

Environmental Impact Data
CO2 Emissions from Energy Use
Total CO2 emissions by the Tokio Marine Group in fiscal 2011 amounted to 75,277 tons, including 59,919 tons inJapan and 15,358 tons overseas, up 2.2% from the previous fiscal year. The major contributing factors were theexpansion of the Group's overseas business operations and shutting down of nuclear power plants in Japan. In
fiscal 2012, the Tokio Marine Group aims to maintain the fiscal 2011 level and is working toward achieving thisgoal.
Unit: tons
Reduction target in
FY2011
Reduction target in
FY2012

Scope 1

Scope 2

Scope 375,277

To maintain FY2011 level

Direct (gas, heavy oil,gasoline and others)

Indirect (electricity, cold/
hot water and others)

Other (business travel by
air)

FY2009FY2010FY2011

17,78917,23118,013

Domestic 15,048

Domestic 13,790

Domestic 14,785

Overseas 2,741

Overseas 3,442

Overseas 3,228

63,882

52,14752,665

Domestic 49,446

Domestic 43,800

Domestic 42,139

Overseas 14,436

Overseas 8,347

Overseas 10,526

3,940

4,314

4,598

Domestic 3,773

Domestic 2,645

Domestic 2,995

Overseas 167

Overseas 1,669

Overseas 1,603

69

Social Responsibility
Key Issue -Environmental-

Environmental Impact Data (Tokio Marine Group - Companies Included in Consolidated
Financial Statements)

Units

FY2009FY2010FY2011

Electricity consumption

1,000 kWh

142,642

138,196

133,527

Gas consumption

1,000m3

1,965

1,861

1,688

Other fuel consumption

GJ

45,89142,49535,271

Gasoline consumption

kℓ

5,559

5,515

6,360

Business travel (by air)

1,000km

26,97029,68639,482Paper consumptiont

11,535

10,637

9,132

The subject, activities and CO2 emission, removal volumes and retirement of emission credits are pursuant to
ISO 14064-1 and the "Calculation, Reporting and Publication System for Greenhouse Gas Emissions based on
the Act on Promotion of Global Warming Countermeasures.""Business travel (by air)" shows data corresponding to 77.7% of the entire Group (on the basis of the number of
employees).

70Social Responsibility
Key Issue -Environmental-

Environmental Impact Data (Tokio Marine & Nichido)
CO2 Emissions Reduction Targets- Fiscal 2012 target: To maintain fiscal 2011 level- Medium-term target (fiscal 2020): 40% reduction (compared with fiscal 2006 level)- Long-term target (fiscal 2050): 60% reduction (compared with fiscal 2006 level)

Units

FY2009FY2010FY2011

Electricity consumption

1,000kWh

99,35296,36588,159Gas consumption

1,000m3

1,065

1,199

1,003

Other fuel consumption

GJ

42,78539,551

34,967Gasoline consumption

kℓ

2,841

2,827

2,857

Business travel (by air)

1,000km19,500

5,825

3,670

Water consumption

1,000m3

370

347

354

Paper consumption

t

9,503

7,624

6,825

Waste

t

2,153

1,902

2,247

Recycling rate

%

66

66

69

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

Paper Usage
Total paper consumption of the Tokio Marine Group in fiscal 2011 amounted to 9,132 tons, including 8,189 tons inJapan and 943 tons overseas, down 14% from the previous fiscal year. For fiscal 2012, the Group has set a
reduction target of 5% from the previous fiscal year.
Tokio Marine & Nichido has established a project team to implement initiatives for paper reduction, including a shift
to paperless Web contracts and leaflets and promotion of double-sided photocopying and multiple-page in one
page printing in daily operations.
U.S.-based Philadelphia Insurance Companies (PHLY) began business process improvement efforts several years
ago with the aim of becoming paperless in its underwriting and claims settlement service operations.
As part of these efforts, PHLY added a policy viewer and electronic payment feature to its menu of online customer
services. As a result, the company acquired about 36,000 new policies during the period from 2010 to 2011 while
successfully reducing its paper consumption by about 11%.

71

Social Responsibility
Key Issue -Environmental-

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

Relationship with Biodiversity
Preserving biodiversity translates into a variety of benefits, namely, lower emissions of greenhouse gases,
mitigation of disaster risks concerning tsunamis and revitalization of regional economies. Under the following
vision, the Tokio Marine Group contributes to the preservation of biodiversity through reduction of paper usage aswell as mangrove planting and other environmental enlightenment programs.

"The Tokio Marine Group's Vision for Biodiversity"
The Tokio Marine Group recognizes the preservation of biodiversity as one of the most important issues
and, as a good corporate citizen, conducts initiatives for the preservation and sustainable use of biodiversity
under the following two themes.
1. We endeavor to understand our relationship with biodiversity (benefits and impact) in our businessactivities, to reduce our impact on biodiversity and to preserve biodiversity.
2. We engage in educational activities on the preservation of biodiversity for the general public and workwith our stakeholders to contribute to the development of a sustainable society.

Participation in the "Promotion Partners" Program under "The Declaration of
Biodiversity by Nippon Keidanren"
Tokio Marine & Nichido supports The Declaration of Biodiversity by Nippon Keidanren and in January 2010 joined
the Promotion Partners program under the declaration. Our business activities comply with the declaration and its
behavioral guidelines.
The Declaration of Biodiversity by Nippon Keidanren (in Japanese)72

Social Responsibility
Key Issue -Environmental-

Contributing to the Preservation of Biodiversity through Our Businesses
Green Gift Project
Our eco-friendly products and services enable us to contribute to protection of the global environment in
partnership with our customers and agents.
Since fiscal 2009, Tokio Marine & Nichido encourages its customers to opt for Web-based insurance contracts(clauses), which are available for viewing on the Web instead of in paper form, for auto, fire and other insurance. In
the Green Gift Project, every time a policyholder chooses this option, we donate funds for the planting of two
mangrove saplings to our Mangrove Planting Project.
By choosing Web contracts, our customers help us to save paper resources. At the same time, they also help toreduce environmental impacts from paper production, transportation to the company, delivery to the customer anddisposal as waste. In addition, Tokio Marine & Nichido's contribution to its Mangrove Planting Project provides
various benefits to the Earth because of the effectiveness of mangroves in preventing global warming andpreserving ecosystems. In fiscal 2011, the number of policies that switched to Web contracts was 8.5 million,
which served to reduce the company's paper consumption by 1,700 tons.
Tokio Marine & Nichido has opened a special page on the Green Gift Project on its website in order to allow
participating customers to gain a deeper understanding on mangroves and give them a genuine sense ofparticipation in global environmental protection activities. This special page shows mangrove planting activities ineach country, growth of mangrove saplings and the volume of CO2 absorbed by mangroves planted to date. As
participatory programs in fiscal 2011, the company sponsored concerts, "Tokio Marine & Nichido Green Gift
presents Humanglobe Live" and "Green Gift Concert," and held an eco-volunteer tour to Iriomote Island in
Okinawa. In India and Bangladesh where mangrove planting is conducted, the company also participates in the
educational support program specifically targeting developing countries, led by the international NGO Room to
Read.
Tokio Marine & Nichido looks forward to continuing this project in the future and to contributing to the conservationof paper resources, prevention of global warming and preservation of biodiversity.

Tokio Marine & Nichido Green Gift Project (in Japanese)73

Social Responsibility
Key Issue -Environmental-

Contributing to the Preservation of Biodiversity through Social Contribution
Activities
Mangrove Planting Project
Since 1999, Tokio Marine & Nichido has been conducting its Mangrove Planting Project primarily in Southeast
Asia. During the 13-year period to fiscal 2011, we planted 7,543 hectares of new forest in nine countries covering
Southeast Asia, South Asia and Fiji.
The activity was rolled out as a commemorative project to celebrate the 120th anniversary of Tokio Marine &Nichido, with the original idea coming from employees who voiced their desire to launch a long-lasting initiative inthe environmental field. The project is conducted in partnership with the NGOs Action for Mangrove Reforestation(ACTMANG), The Organization for Industrial, Spiritual and Cultural Advancement-International (OISCA) andInternational Society for Mangrove Ecosystems (ISME) and through collaboration with local governments andcommunities.
"Mangrove" is a generic term for flora that thrives in brackish waters (where seawater and fresh water meet) along
tropical and subtropical coastlines and river mouths in Asia, Africa and South America. Mangroves are sometimes
referred to as "forests in the sea" and are effective in mitigating global warming as they absorb and fix large
volumes of CO2, a major cause of global warming. They also serve as natural levees to protect people's lives andlocal ecosystems from tidal waves, tsunamis and other natural disasters. For example, mangroves protected andsaved the lives of many people from the tsunami that occurred in the Indian Ocean as a result of the earthquake
off the island of Sumatra in December 2004.
The roots of mangrove trees also serve as a "cradle of life," creating a rich ecosystem by providing a safe home forfish, crabs and shrimps and attracting monkeys and birds. Growing mangroves provide fishery and forest
resources to local communities and contribute to sustainable development of the areas in which they are planted.
The Tokio Marine Group considers mangroves as "insurance for the future of the Earth" because they protect theplanet and people's lives and bring benefits. We are committed to being involved in the mangrove planting projectfor 100 years.
<Indian Ocean tsunami from the earthquake off the island of Sumatra in December 2004>

Mangrove planting area in Ranong, Thailand, in which

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

tsunami damage.

74

Social Responsibility
Key Issue -Environmental-<Fish and other animals living in mangrove forests>

Mangrove Planting ProjectGreen Lessons: The Mangrove Story
Since 2005, the Tokio Marine Group has been providing "Green Lessons: The Mangrove Story," an environmental
education program for children in elementary and special needs schools. Employee and agent volunteers visit
these schools and give lectures on the importance of preservation of biodiversity, in which they show beautiful
images of mangroves and tell stories about mangrove planting and the recycling of company uniforms. As of theend of March 2012, the Group visited about 510 elementary and special needs schools throughout Japan andprovided Green Lessons to approximately 36,000 children.

Environmental education program "Green Lessons: The Mangrove Story" (in Japanese)75

Social Responsibility
Key Issue -Environmental-

Economic Benefits of Biodiversity and Ecosystems through Mangrove
Planting (Thailand)
Research related to the economic impact of mangrove forests on biodiversity was reported in The Economics of
Ecosystems and Biodiversity (TEEB) study, which was launched at the 10th Conference of the Parties to theConvention on Biological Diversity (COP10) in 2010. Based on the study results, Tokio Marine & Nichido
conducted a preliminary calculation of the economic benefits of a mangrove planting project in Thailand incooperation with Ernst & Young ShinNihon Sustainability Institute Co., Ltd.
Tokio Marine & Nichido initiated its project to plant mangroves in Thailand in 2000. For the total area of 1,016
hectares covered during the 11-year period up until fiscal 2010, we used details outlined in the TEEB study andrelevant papers to estimate and compile the benefits by the respective items of "self-sufficiency in food andgathering of timber and biomass fuels by local residents," "increase in commercial fish catches," "mitigation ofdamages caused by storms," "corrosion control along coastlines" and "absorption of greenhouse gases."
As a result, the economic benefits will amount to a cumulative total of approximately 4.46 billion yen by 2030
(approximately 4.40 million yen per hectare over a total of 30 years from the commencement of mangrove
planting). Additionally, the economic benefits for a single year will be increased to more than approximately 250
million yen in 2022, and although it will subsequently trend downward, the amount is expected to remain at a baselevel of approximately 240 million yen from 2030 onwards per year.
A report of the United Nations Environment Programme (UNEP) stated that the costs of mangrove planting amount
to approximately 95,000 yen per hectare, which in turn, indicates that plantations can achieve various benefits fromlocal biodiversity in the long term.

76

77

Social Responsibility
Key Issue -Environmental-

The Tokio Marine Group will take an active and broad role in society by working to raise environmental awareness,
proposing ways for protecting the environment and facilitating social contribution activities.

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

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

78

Sustainability Report 2012

Key Issue -SocialContributing to Local Communities and Societies• Challenging Social Issues – Providing Value through Our Core Businesses• Local Community and Social Contribution Activities

Social Responsibility
Key Issue -Social-

Various social issues have surfaced in our society.
In the face of growing issues concerning healthcare, cancer and disasters, the Tokio Marine Group has selected"contribution to local communities and societies" as one of the key CSR issues that have to be addressed by theentire Group. We help resolve these issues through our core businesses of insurance, financial services andconsulting. While doing so, we collaborate with local communities to provide solutions for disaster prevention andmitigation, raise awareness for disaster preparedness and take an active role in local community initiatives such as
the Pink Ribbon Movement for improved cancer examination rates and a program to offer educational assistancein developing countries. Through these endeavors, the Tokio Marine Group acts as a good corporate citizen andcontributes to the creation of a sustainable society.

Challenging Social Issues -Providing Value

Local Community and Social Contribution

through Our Core Businesses-

Activities

Climate Change and Risks of Disasters

Growth of Young People

Healthcare

Safety and Security

CancerProtection of the Global Environment

Other

80

Social Responsibility
Key Issue -Social-Through our core businesses, we deliver new value that ensures the "safety and security" of society against risks
that have become increasingly diversified and complex along with the times. The following sections provide
examples of our initiatives related to respective social issues.

Against climate change and risks of disasters, theThe Tokio Marine Group delivers "security" toTokio Marine Group delivers "safety and security" tocustomers by offering insurance products tailored toits customers by enhancing its insurance coveragechanges in the social environment and customer

and providing a diverse range of products andneeds and through consultation services byservices including support for early recovery.

healthcare specialists.

The Tokio Marine Group provides support to the

The Tokio Marine Group responds to diversifying

Pink Ribbon Movement and promotes its own

customer needs through combining the abilities of

initiative, the "Movement to Protect Customers fromits Group member companies to provide newCancer," as part of efforts to fulfill its mission andproducts and services that anticipate the changing

social roles as an insurance company.

times and extend beyond the framework of theexisting insurance products and services.

81

Social Responsibility
Key Issue -Social-

We deliver "security" to customers by offering insurance products tailored to changes in the social environmentand customer needs and through consultation services by healthcare specialists.

Introduced Long-Life Support Whole Life Insurance to Support the Health andLongevity of Customers
Concept and Background of Development of Long-Life Support Whole Life InsuranceThis long-life support whole life insurance product is based on the concept of delivering confidence for customers
to live long lives with peace of mind.
The population of Japan has been aging at a considerable pace, with one out of every four Japanese people now
being above 65. The number of elderly people requiring nursing care is rising every year, and such social issues
as "elder care by elderly people" and "long-distance elder care" have become increasingly prevalent in our society.
Against this social backdrop, in September 2010 Tokio Marine & Nichido Life Insurance developed a long-life
support whole life insurance product featuring nursing care coverage and severe-disability and death benefits,
covering policyholders for their entire life.
Characteristics of the Long-Life Support Whole Life Insurance
Provides nursing care coverage for a policyholder's entire life.
1.

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

2.

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

3.

policyholder turning 80, 85 and 90 with no records of insurance payments receives an additional
cash contribution to cerebrate longevity on a specified anniversary date.

4.

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

5.

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

Tokio Marine & Nichido Life long-life support whole life insurance (in Japanese)82

Social Responsibility
Key Issue -Social-

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

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

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

Telephone andhome-visit
consultation
services
specializing in
nursing care

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

Resource Website: "the Academy of Health and Long Life"
Tokio Marine & Nichido Life opened "the Academy of Health and Long Life," a resource website to convey to thebroadest possible audience the importance of disease prevention and health management in leading a healthy life
long into the future.
Tokio Marine & Nichido Life guides visitors through the academy and explains what is available at the Health
Promotion Center, Retirement Preparations Center and Library. Each "facility" provides easy access to theinformation possessed by Tokio Marine & Nichido Life, Tokio Marine & Nichido Medical Service, Tokio Marine
Nichido Better Life Service and other business partners, which relate to the following topics.
[Examples of Contents]- Self-examinations and healthy meal ideas to prevent lifestylerelated diseases- Tips for leading a healthy and long life based on the latest antiaging research by Professor Hideyuki Negoro, Harvard University- Knowledge and preparations for nursing care
- Results of awareness survey and market research conducted by
Tokio Marine & Nichido Life
Tokio Marine & Nichido Life Anshin : the Academy of Health and Long Life (in Japanese)83Social Responsibility
Key Issue -Social-

Medical Insurance Products: Medical Kit and Medical Kit Love
Medical Kit
Medical Kit is a medical insurance product offering coverage for hospitalization andoperations due to illness or injury as well as for radiotherapy. It is a revamped
version of the existing Medical Mini insurance product, with revised premium levels
and enhanced, easier-to-understand coverage, which applies to the same types ofsurgical operations covered under national health insurance. Upon the launch of
Medical Kit, a new rider was added to the lineup to provide support for the long-term
incapacity to work caused by five different types of disease. This new rider wasdeveloped in response to a shift in customer needs away from death insurance
products to endowment insurance products and an increase in shorter hospital
stays. Medical Kit pays an incapacity benefit to policyholders who become incapableof working as specified by the company because of cancer*, acute cardiac infarction,
cerebral stroke, liver cirrhosis or chronic renal failure until the age of 65 at thelongest.
*Excluding in-situ cancer and skin cancer other than cutaneous malignant melanoma
Medical Kit Love
Medical Kit Love is a medical insurance product with lenient underwriting standards
to accept health insurance applications from people with health concerns.
Previously, we had to decline applications in certain cases because of pre-existing
health conditions. Medical Kit Love was developed to reduce such cases and deliverconfidence to the widest possible group of customers. It offers life-long coverage topolicyholders for hospitalization caused by illness or injury, operations andradiotherapy.

"More Dish" Project
At Hyldemoer nursing home operated by Tokio Marine Nichido Samuel, we focus on daily oral care and preventionof aspiration of elderly residents while promoting development of "More Dish 3 (MD3)" chopped meal menus for
those having difficulty in chewing and swallowing. MD3 is a series of special menus which look appealing and areeasy to swallow. Based on its philosophy of "creating value and quality of life in older age," Hyldemoer believes
that providing the joy of eating, or letting residents enjoy meals every day, is more important than anything else
even when people are in need of nursing care.
Tokio Marine Nichido Samuel "More Dish" Project (in Japanese)84

Social Responsibility
Key Issue -Social-

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

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

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

Consultation with medical

Medical specialists in various diagnostic fields provide consultation via

specialists by appointment

telephone regarding medical care and health by appointment.

Information of medical
institutions

Information is provided about emergency care hospitals that accept
patients at night and on holidays, the closest medical institutions while
traveling, etc.
A series of services are carried out for customers who become hospitalizedin Japan or abroad while traveling, including arrangements for a private

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

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

85Cancer-specific consultation

Highly specialized medical staff attend to the concerns of patients who are

centers

fighting against cancer and their families in addition to responding tovarious concerns about cancer.

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

Support for Mental Health Management
Depression is considered a modern-day illness, and the number of patients with depression in Japan has
increased to 1.04 million by 2008*1 with the number of suicides exceeding 30,000 for the 14th consecutive year
since 1998*2. Following the increased seriousness of the issue, the mental healthcare of employees has become
an integral part of corporate welfare systems, and greater importance has been attached to it as a means topromote corporate risk management.
Tokio Marine & Nichido Medical Service offers the Employee Assistance Program (EAP) to support the mental
health management of companies. Under EAP, a team of psychiatrists, clinical psychotherapists and otherspecialists provides a comprehensive range of services from notifying employees who have no clear symptoms but
are judged prone to depression based on the results of employee stress checks to providing supportive care during
a leave of absence or when returning to work and preventing recurrence. The team provides e-mail, telephone andface-to-face consultation services and gives referrals to tie-up medical institutions nationwide. In addition to these
support services for individual employees, the program also assists companies in performing trend analysis oforganizational stress levels and building a mental healthcare structure. To date, EAP has been utilized by morethan 200,000 corporate employees in every age group, gender, business field and job type. We will continue tooffer this program to everyone needing this type of support to assist them in maintaining better mental health.
Sources:*1 Summary of Patient Survey 2008 by the Ministry of Health, Labour and Welfare*2 White Paper on Suicide Prevention 2012 by the Cabinet Office
Tokio Marine & Nichido Medical Service health promotion under EAP (in Japanese)86Social Responsibility
Key Issue -Social-

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

During the Tokio Marine & Nichido Risk Management

New Influenza Strain Countermeasure Handbook and

Seminar

New Influenza Strain Topics

Tokio Marine & Nichido Risk Consulting crisis management (in Japanese)87Social Responsibility
Key Issue -Social-

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

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

88Social Responsibility
Key Issue -Social-

Leading Causes of Death in Japan89

Social Responsibility
Key Issue -Social-

Collaboration with Local Authorities
It is an urgent task to improve cancer examination rates in order to detect the disease at an early stage. However,the checkup rate is as low as approximately 20% on a national average, being far lower than 50% targeted by thegovernment and local authorities. Based on the belief that joint action with as many people as possible isindispensable for improving the situation, Tokio Marine & Nichido Life has signed agreements with 43 prefectural
bodies and 16 cities (as of April 30, 2012) and has been actively promoting collaboration with them to call more
attention to cancer and raise examination rates.
In October 2009, Tokio Marine & Nichido Life became a promoting partner for "Corporate Actions for Cancer
Checkups," a national project commissioned by the Ministry of Health, Labour and Welfare to raise the cancer
examination rate to more than 50% through joint efforts by the government and companies. By taking part in thispublic-private partnership, we intend to contribute to the improvement of the cancer checkup rate in Japan.

Nationwide Regional Activities
Tokio Marine & Nichido Life encourages cancer enlightenment activities in its daily sales operations with the aim ofdisseminating cancer knowledge and increasing cancer examination rates. In addition to periodic cancer-related
study sessions, exchange meetings and seminars for agents/consignees at branch offices across the country, wehold a national conference of employees and agent/consignee representatives (from 61 branch offices nationwide)
who are actively and responsibly engaged in these cancer awareness efforts. At the fifth conference held in
October 2011, about 2,500 representatives nationwide were simultaneously connected via the company's internal
satellite broadcasting system. This national conference serves to extend knowledge and foster a strong sense of
mission concerning cancer awareness through lectures by cancer patients, medical workers and medical
consultants.

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

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

90

Social Responsibility
Key Issue -Social-

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

Efforts to Utilize Insurance Products More Conveniently
Launched One Day Auto Insurance
Tokio Marine & Nichido launched One Day Auto Insurance (driver insurance available in the unit of days), which
can be purchased anytime and anywhere via mobile phone. It is the first of its kind ever sold in the insurance
industry in Japan, allowing infrequent drivers using cars owned by their parents or friends to purchase insurance at
the cost of 500 yen a day for just the number of days needed.
Our One Day Auto Insurance received the Nikkei Veritas Award for Superiority at the 2011 Nikkei Superior
Products and Services Awards, an annual award organized by Nikkei Inc. to recognize exceptional new products
and services. In addition to the novelty of enabling customers to buy the auto insurance at a reasonable price, withgreater ease and when and where needed, the product was highly acclaimed for its ability to help resolve one
social issue of increasing traffic accidents involving uninsured drivers.
Currently, the number of traffic accidents by uninsured drivers is estimated to exceed 100,000 a year. Through thisproduct, Tokio Marine & Nichido will continue to contribute to the reduction of uninsured traffic accidents andensure "safety and security" by providing products and services that are useful in people's daily lives and businessactivities.
Tokio Marine & Nichido One Day Auto Insurance (in Japanese)

Introduced a Means to Process Contract Procedures on Tablet Devices
In April 2012, Tokio Marine & Nichido introduced "Raku Raku Tetsuzuki (Quick and Easy Online Procedures),"which allows customers to request a premium estimate, view product descriptions and apply for auto insurance on
their tablet devices and personal computers. This new process ensures a faster and comfortable customer
experience concerning contract procedures. At the same time, the company introduced an electronic credit card
processing system and simplified premium payment procedures to offer greater convenience for customers who
use credit cards to pay premiums. To improve convenience for agents in using the TNet online agent system,
access to which had been only permitted from personal computers in agent offices, the company rolled out a multidevice access service that enables agents to access TNet from their tablet devices and smartphones and perform
agent work (customer response) anytime, anywhere.
Tokio Marine & Nichido's Raku Raku Tetsuzuki service is the first online contract process introduced in theindustry, which completes the entire procedures on tablet devices. Tokio Marine & Nichido aims to expand theavailability of the Raku Raku Tetsuzuki service from auto insurance to other insurance products and pursue
greater convenience and comfort for customers.

91Social Responsibility
Key Issue -Social-

Addressing New Services via Smartphone
Smartphones accounted for more than half of mobile phones sold domestically in fiscal 2011 and have been
rapidly gaining popularity among users. Identifying their increasing popularity from early on, E. design Insurance
has worked to deliver improved convenience for smartphone users and began offering a range of auto insurance
services via smartphone in April 2011.
These services allow policyholders to access the Internet via smartphones anywhere, anytime and use various
services such as reporting accidents, verifying accident response status, making changes to contract details andrenewal procedures. Additionally, customers who are considering applying for auto insurance can also complete
overall procedures, from requesting an estimate to final application, via smartphones.
After the launch of these services, E. design Insurance received many requests from customers to further expand
and upgrade services available on smartphones. In response, a smartphone-version "Kantan Omitsumori (Quick
Estimate)" feature was added to the service menu in August 2011. This feature only requires customers to makeentries in eight data fields on a single screen before obtaining a formal premium estimate. For the latest models ofsmartphones, the company plans to conduct operational verification in a timely manner and constantly expand thelineup of smartphone models on which to provide these online services.
The company's efforts to bring better convenience and higher quality to customers have been recognized widely,and E. design Insurance ranked No. 1 overall in the 2012 Oricon Customer Satisfaction Ranking (Automobile
Insurance Category) and acquired another top position in the 2012 Auto Insurance Satisfaction Ranking by
Kakaku.com. Going forward, we will adequately respond to customer needs, including expanding our lineup ofservices available on smartphones to ensure comfortable customer experience, and achieve even greater
convenience and quality.

E. design Insurance Annual Report (in Japanese)92

Social Responsibility
Key Issue -Social-

Reducing Poverty in the World
Establishing Japan's First Fund to Invest in Microfinance-Related Assets
Microfinance is a system to provide financial services, including microcredit loans (small loans usually provided
without collateral), savings and insurance, to low-income entrepreneurs who traditionally have no access to these
services. The system, for example, provides short-term loans to low-income households, and they use these funds
to buy chickens. When they pay off loans in full using profits generated from sales of eggs and poultry products,
the system in turn provides funds to build a chicken coop. The major characteristic of microfinancing is that it helps
people get out of poverty and become financially independent. It has recently drawn much attention in theinternational community as a social investment tool that provides direct aid for and generates immediate outcomesin reducing poverty across the world. The number of financial institutions providing microfinance services to lowincome entrepreneurs mainly in developing countries (Microfinance Institutions - MFIs) has begun to show rapid
growth.
The Microfinance Fund makes direct investments in creditworthy MFIs and purchases bonds issued by theInternational Bank for Reconstruction and Development and other international financial institutions that are keenly
working to improve the business environment for MFIs. Microcredits provided under the microfinancing systemgenerally show a high ratio of repayment and a low tendency of turning into bad loans. Thus, investments in MFIs
are simultaneously investments in businesses with high potential. We strive to turn the Fund into a sustainable
investment trust with a continued growth capability by taking part in an effort to reduce poverty and seeking higher
returns at the same time. In the future, we plan to provide a detailed report on the performance of the Fund bothfinancially and by specifically showing how it has contributed to resolving poverty issues in order to gain support
from more investors.
Tokio Marine Asset Management Daiwa Microfinance Fund (in Japanese)

Example of Investment in an MFI[Mongolia] XacBank

Established in 2001, XacBank is the fourth largest commercial bank in Mongolia. The bank has been
actively engaged in microfinancing operations.
The DWM Microfinance Fund J - Class J, the underlying investment vehicle of the Daiwa MicrofinanceFund, made local-currency investment in XacBank (the equivalent of approximately USD 3 million) on April
27, 2011. (This does not imply nor guarantee future investment in the bank.)* Example of a Borrower
The Bakhit family turned their small home into a workshop and started making and selling tanbur, a
traditional Kazakh string instrument in 2002. Their products became popular quickly, causing production tolag behind sales. To expand their business, Mr. Bakhit visited XacBank and received the initial loan of
600,000 tugrik (about 40,000 yen). The money allowed him to buy more materials and hire one employee.

93

The Bakhit family
Use of fund: Production and sales ofstring instruments
After that, they moved their workshop from home and purchased machines to increase their production
capacity, and their business has been showing steady growth.

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

Providing "Safety and Security" to Customers in Islamic Nations
In Islamic nations, conventional insurance products were not accepted under Islamic law, which prohibitstransaction involving a great deal of uncertainty, gambling and paying and receiving of interest. Foreseeing
customer needs in Islamic nations, the Tokio Marine Group quickly initiated extensive research and, ahead of otherglobal insurance companies in 2001, started sales of original insurance products based on a mutual-aid andinsurance scheme conforming to Islamic law. We now have a system to deliver "safety and security" to people whootherwise have no access to insurance products because of such religious reasons. Currently, the Tokio Marine
Group is providing these Islamic-style insurance products in Egypt and engaged in the reinsurance business in
Singapore. In Saudi Arabia, preparations are underway to establish and commence operation of a new company.
Alinma Tokio Marine (Saudi Arabia)
Nile Takaful (Egypt)94Social Responsibility
Key Issue -Social-

Launching an Engagement-Focused Fund to Invest in Japanese Companies
In the United States and Europe, there has been an increasing tendency among institutional investors, including
pension funds, to emphasize engagement with investee companies with a view to promoting responsible
investment. This type of engagement has not yet been as popular in Japan as in the United States and Europe.
Jointly with Governance for Owners (GO)*, Tokio Marine Asset Management (TMAM) launched the TMAM-GO
Japan Engagement Fund in March 2012. This engagement-focused fund primarily invests in small- to mediumsized Japanese companies having strong core businesses. By promoting engagement with investee companies as
an investor fully understanding the corporate culture in Japan, TMAM intends to deepen mutual understanding
between investors and Japanese companies and provide increased corporate value over the long term.
* Governance for Owners
An independent asset management partnership based in London, characterized by its investment strategy that
focuses on enhancement of long-term corporate value through amicable engagement with investee companies
listed on the European stock markets.
TMAM-GO Japan Engagement Fund95

Social Responsibility
Key Issue -Social-

The Tokio Marine Group undertakes local community and social contribution activities across the world, focusing
on the three areas of "growth of young people," "safety and security" and "protection of the global environment."
These activities emphasize voluntary engagement by employees of the entire Group and collaboration with nonprofit organizations (NPOs) with the know-how and a network required for local community and social contribution
activities.
Under the mid-term corporate strategy (FY2009-FY2011), the Tokio Marine Group worked to attain a target of
having 50% of all domestic Group company employees engage in local community and social contribution
activities by the end of fiscal 2011. As a result, the employee participation rate reached 59.8% in fiscal 2011.

Plans and Results of Fiscal 2011/Highlights[Target]To increase the ratio of domestic Group company employees participating in local community and social
contribution activities to 50% by the end of fiscal 2011.
[Results/Highlights]- During fiscal 2011, a total of about 14,700 domestic Group company employees (59.8% of the entire
workforce) participated in a range of volunteer activities* throughout Japan. Tokio Marine &map; Nichido
Facilities, in particular, successfully raised employee awareness through periodic in-house promotion
campaigns, resulting in 100% of employees taking part in volunteer activities in fiscal 2011.
* Volunteer activities include engaging in cleanup activities, serving as an instructor in the Green Lessons
program and participating in workshops for using Automated External Defibrillators (AEDs) and practicing
other life-saving skills, as well as in courses to foster support for dementia care.

96

Social Responsibility
Key Issue -Social-Engagement with Non-Governmental Organizations (NGOs)
The Tokio Marine Group promotes local community and social contribution activities in collaboration with NPOs
committed to solving various issues in local communities. In the Mangrove Planting Project, one of the mostnotable initiatives undertaken by the Group, we have formed a long-term partnership with the NPOs Action for
Mangrove Reforestation (ACTMANG) specialized in mangrove planting, The Organization for Industrial, Spiritualand Cultural Advancement-International (OISCA) and International Society for Mangrove Ecosystems (ISME).
Besides planting mangroves, we also cooperate in improving environmental awareness and promoting industries
in the designated planting regions, such as providing environmental education and workshops for local residents
and children.

Activities by Individual and Groups of Employees
The Tokio Marine Group defines three action themes shared among all countries and regions across the world("growth of young people," "safety and security" and "protection of the global environment") and encourages
employees of every Group company and at every workplace to conduct at least one local community and social
contribution activity a year. In fiscal 2011, we added another theme, "support for recovery from the Great East
Japan Earthquake," and undertook various activities both in and outside Japan to support areas affected by thedisaster.
With a view towards fostering employee volunteerism, the Group designates October and November as "CSR
Months" during which many employees take part in a variety of volunteer activities throughout Japan. On
November 17 and 18, 2011, Nisshin Fire held a large-scale workshop to practice the use of AEDs at its Head
Office in which some 230 employees participated over the two days. The company also hosted a charity bazaar at
an open space in front of its Tokyo Headquarters. Overall, 1,191 employees, accounting for 45.5% of thecompany's total workforce, participated in volunteer activities during the CSR Months. Tokio Marine &map; Nichido
held a forestry tour on November 5 and 6, 2011 in Aki City, Kochi Prefecture, and 50 Group company employees
and agents took part in this tour to experience tree-thinning operations.

97Social Responsibility
Key Issue -Social-

Support Systems and Programs
All Tokio Marine Group companies encourage the proactive participation of their employees in regional and social
contribution activities by introducing them to activities in which they may be able to participate or by creating a
volunteer leave system or the Presidential CSR Awards for activities highly regarded by local communities andsociety.
Overview of Support Systems/Programs and Fiscal 2011 Results (Tokio Marine & Nichido)
A system in which the company makes a donation matching the
Matching gift systemamount voluntarily donated by employees (15 cases totaling 543,406
yen)Volunteer leave/leave of absence

A system to support employees for their volunteer time (used by 151

systememployees)
A donation program operated by employee volunteers
In fiscal 2011, a total of 2,000,854 yen donated by 1,028 employees
was distributed to the following organizations:International Society for Mangrove Ecosystems (ISME) ("protection of

Share Happiness Clubthe global environment" theme);
Support Headquarters for Persons with Disabilities Affected by theGreat East Japan Earthquake, Japan Disability Forum (JDF) ("safety
and security" theme); andChild Line Japan (NPO) ("growth of young people" theme)
A program to encourage each office, department, Group company,

Share Happiness Movement

overseas office and agent to conduct at least one volunteer activity ayear
A scheme to recognize protection of the environment, as well as local

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

community and social contribution activities conducted by offices andbranches across Japan, Group companies, overseas offices andagents, which strongly represent the "essence" of the Tokio Marine
Group and are highly recognized by local communities and society. In
fiscal 2011, awards were presented to seven initiatives undertaken by
offices, branches and Group companies nationwide.

Donations (including Monetary and In-Kind Donations by Employees andAgents)Approximately 896 million yen
Monetary donations

Among these donations, amount allocated for disaster relief for theGreat East Japan Earthquake: Approximately 183 million yen

98Social Responsibility
Key Issue -Social-

Examples of Activities

Social Contribution Activities through Foundations
Programs for Preschool and School Children ("Delivery" of Lesson Programs
and Environmental Enlightenment)
Serving as a Special Sponsor of the JOC Junior Olympic Cup Swimming
Tournament
Supporting Young Artists through "Showakai-ten" Art Exhibition
Asian Children's Enikki (Illustrated Diaries) Festa
Participating in Room to Read's Educational Support Program in Developing
Countries
Scholarship Program for Children in Thailand
Scholarship Program for High School Students in Indonesia
Educational Assistance for Children in China
Asia CSR Day

Initiatives to Support Recovery of Areas Affected by the Great East Japan
Earthquake
Initiatives for Disaster Prevention Lessons
Cooperating with the NPO Association for Assistance to Children Orphanedin Traffic Accidents
Courses to Foster Support for Dementia Care
AED Workshop to Practice Life-Saving Skills
Promoting the Pink Ribbon Movement
Collaboration with the Iwate Hospice Association
Collaboration with Japan Deaf-Blind Association
Collaboration with the Special Olympics (SO) Nippon Foundation
Working Together with the Sawayaka Welfare Foundation
Participating in the TABLE FOR TWO Charity Initiative Aimed at Achieving an
Optimal Food Balance in the World
Providing Support to the Himawari no Kai
Contributing to Safety and Security in Local Communities
Providing Japanese-Language Medical Services in the United States
N Program to Support Young Physicians to Gain Clinical Experience in the
United States
Activities to Assist Recovery of Disaster Areas by Overseas Group
Companies

99

Social Responsibility
Key Issue -Social-

Mangrove Planting Volunteers
Support for the "Ten-Year Restoration Project of the Coastal Forests of
Tohoku Region"
Green Lessons: The Mangrove Story
Collaborative Afforestation Efforts in Kochi Prefecture: Tokio Marine &Nichido's Forest for the FutureChildren's Environmental Award
Cooperation for the Internship Program for International Environmental
Leaders Jointly Operated by Waseda University and Beijing University
Sophia University Endowment Fund
Marunouchi Citizens Environmental Forum
Global Warming Seminar by Tokio Marine & Nichido and the Tokio Marine
Research InstituteEfforts Related to the Green Gift ProjectGroup Company in Hong Kong Taking Part in Earth Hour
GREENPHLY Environmental Awareness Program by Philadelphia Insurance
Companies

100

Social Responsibility
Key Issue -Social-

The Tokio Marine Group is engaged in a wide array of activities to support the growth of children and young people
who will lead the next generation.

Social Contribution Activities through Foundations
Tokio Marine & Nichido promotes social contribution activities through three public interest incorporated
foundations with such aims as helping young people grow, encouraging international cultural exchange andpromoting sports in the local community.
The Tokio Marine & Nichido Kagami Commemorative Foundation was established in 1939 and initiated ascholarship program in 1941. The foundation provides scholarships to students at Japanese universities andgraduate school exchange students from ASEAN nations and assists academic studies by researchers.
The Tokio Marine & Nichido Educational Development Fund, established in 1984, offers assistance to elementary
school and junior high school children orphaned through traffic accidents and for educational research byeducators.
The Tokio Marine Sports Foundation was established in 1937 with the aim of promoting sports activities among the
public to help bring bright and enriched lives to the people of Japan. The two facilities owned by the foundation,
Nasu Sports Park and Toda Boathouse (a water sports facility), are used annually by about 50,000 visitors fromevery generation, from young children to senior citizens. The foundation also involves in the running of local
support exchange events planned by members of Tokio Marine & Nichido's sports teams and charity concerts
given by the company's orchestra.
Overview and Fiscal 2011 Activities of Each Foundation
Public Interest
Incorporated

Summary

Activities in Fiscal 2011

Foundation
Provides scholarships and educational
Tokio Marine & Nichido

training assistance to students at

Kagami Commemorative

Japanese universities and graduate

Foundation

school exchange students from ASEAN
nations

Provided a total of 47.27 million
yen to 84 new and existing
scholarship students in addition
to other activities

Tokio Marine & Nichido

Provides assistance for educators and to

Financial assistance for

Educationalchildren orphaned through traffic

education and research: 148

Development Fund

accidents

cases
Scholarships for children

101

Public Interest
Incorporated

Summary

Activities in Fiscal 2011

Foundationorphaned through traffic
accidents: 105 individuals
Number of persons using Nasu
The Tokio Marine Sports

Promotes sports activities in local

Sports Park: 41,165

Foundation

communities

Number of persons using Toda
Boathouse: 9,149

Tokio Marine & Nichido Kagami Commemorative Foundation scholarships for exchange students from ASEAN
nations (in Japanese)
The Tokio Marine Sports Foundation youth exchange project through sports activities (in Japanese)
Tokio Marine & Nichido Educational Development Fund (in Japanese)

Programs for Preschool and School Children ("Delivery" of Lesson Programs
and Environmental Enlightenment)
We encourage children who will take the lead in the next generation to think about environmental issues anddisaster preparedness through our lesson programs "delivered" to schools and other environmental initiatives.
Green Lessons: The Mangrove Story
Disaster Prevention Lessons
Children's Environmental Award

Serving as a Special Sponsor of the JOC Junior Olympic Cup Swimming
Tournament
Tokio Marine & Nichido started providing support to the Japan Swimming Federation as one of the initiatives
undertaken to commemorate its 110th anniversary in 1989. Specific efforts include serving as a special sponsor of
the National JOC Junior Olympic Cup Swimming Tournament held twice a year and providing support for the costsof attending overseas competition and of training camps for Junior Olympic athletes. The company contributes tothe healthy growth of young people who will represent the future by promoting swimming.
Go! Go! Junior Swimmers! (in Japanese)

Supporting Young Artists through "Showakai-ten" Art Exhibition
As part of efforts to assist the promotion of art and culture, Tokio Marine & Nichido has been supporting the
Showakai-ten Art Exhibition and presenting the Tokio Marine & Nichido Award to a talented young artist every year
since 1991.
The Showakai-ten Art Exhibition, sponsored by the Galerie Nichido in Ginza, Tokyo, was organized to support,
award and encourage the growth of young artists in the fields of Western- and Japanese-style paintings andsculpture. It is one of the oldest art exhibits in Japan, serving as a "gateway" to success for young artists, andcommemorated its 47th anniversary in fiscal 2011.

102

"Gekko (Moonlight)" by Hana Taharasako, the winnerof both the Tokio Marine & Nichido Award and theShowakai Sculpture Award at the 47th Showakai-ten
Art Exhibition
Galerie Nichido (in Japanese)

Asian Children's Enikki (Illustrated Diaries) Festa
The Mitsubishi Public Affairs Committee, in which Tokio Marine & Nichido is participating, has been sponsoring the
Mitsubishi Asian Children's Enikki Festa since 1990 as an effort to encourage people in Asia to understand eachother's cultures and build a better future together.
The Enikki Festa is an exhibition of illustrated diaries solicited from children in Asia between the ages of 6 and 12.
The aim of the exhibition is twofold, specifically, to support literacy education and serve as a platform to foster
mutual understanding among children. The Enikki Festa has been presenting the outstanding works of children in
Japan and overseas. Some of these works have been turned into learning materials and distributed to participating
countries and regions to promote literacy education.

Mitsubishi Asian Children's Enikki Festa103

Social Responsibility
Key Issue -Social-

Participating in Room to Read's Educational Support Program in Developing
Countries
In fiscal 2010, Tokio Marine & Nichido participated in the educational
support effort led by the international NGO Room to Read. During the three-year period until fiscal 2012, the company donated about USD100,000
annually in India and Bangladesh to provide comprehensive support for
impoverished and vulnerable girls to help them attain independent living in
the future and offer a study environment for children by opening reading
rooms. For girls not attending school for economic reasons or because
they are tied to household duties as a result of their parents' lack ofunderstanding, the program offers financial aid for tuition fees and endeavors to convey the importance of
education to their families through home visits. These efforts have allowed girls to continue education, with many
achieving excellent performance in their schoolwork to make their dreams a reality. In the last two years (2010 and2011), the company's cooperation assisted a total of 557 girls and led to the opening of four reading rooms.
India and Bangladesh are two mangrove planting regions covered under the company's ongoing Mangrove
Planting Project initiated in 1999. Through the Mangrove Planting Project and educational support program, Tokio
Marine & Nichido will thus carry out the dual-purpose global social contribution activities of "nurturing both trees
and people."
International NGO Room to Read

104

Social Responsibility
Key Issue -Social-

Scholarship Program for Children in Thailand
In partnership with the National Council on Social Welfare of Thailand, Tokio Marine & Nichido, Tokio Marine Asia,
Tokio Marine Sri Muang Insurance and Tokio Marine Life Insurance (Thailand) have been offering scholarships inThailand since 2005. These scholarships have been providing support for tuition fees and the costs of learningmaterials to an accumulated total of about 580 junior/senior high school and university students having difficulty inentering a higher level of schooling for economic reasons. In September 2011, we held a scholarship conferment
ceremony, and all scholarship students visited an elderly facility afterward to conduct volunteer activities withJapanese and locally hired employees in Thailand.

Scholarship Conferment Ceremony

Volunteer activities at an elderly facility

Scholarship Program for High School Students in Indonesia
Tokio Marine & Nichido, Tokio Marine Asia and Tokio Marine Indonesia provide a scholarship program inIndonesia jointly with the Putera Sampoerna Foundation, an organization engaged in activities to raise the level of
education in the country. The program offers support for tuition fees and costs of learning materials to 50 highschool students in the suburbs of Jakarta, who are achieving excellent performance in school but having difficultyin continuing their education because of economic hardships. A scholarship conferment ceremony was held in
November 2011 during which scholarship students made Japanese traditional paper cranes called senbazuru toconvey their wish for the swift recovery of the country from the Great East Japan Earthquake.

Scholarship conferment ceremony
Student Scolarship Program105Social Responsibility
Key Issue -Social-

Educational Assistance for Children in China
In China, the Tokio Marine Group has been supporting children of migrant workers since 2009. In fiscal 2011, we
donated books, stationery, personal computers and goods used in physical exercise and provided scholarships toelementary and junior high schools of migrant worker children in Henan, Jilin and Hunan Provinces. In September
2011, Tokio Marine Holdings Chairman Kunio Ishihara and 23 other employee volunteers visited two elementary
schools in Changchun, Jilin Province. During the trip, they interacted with children and local university student
volunteers by making paper cutouts, reading Chinese poetry and enjoying folk dancing and sports activities in theschool yard and in the "Room of Rainbows" donated by the Tokio Marine Group. The Room of Rainbows is aclassroom equipped with learning tools and a TV phone for children to talk with parents working in distant places
and is also used to provide emotional support. Employees of The Tokio Marine & Nichido Fire Insurance Company(China) Limited also participated in events to communicate with children in Henan and Hunan.
Support for growth of young people in China (in Japanese)

Asia CSR Day
On November 6, 2011, Tokio Marine Asia (TM Asia), Tokio Marine Life Insurance Singapore (TMLS) and Tokio
Marine Insurance Singapore (TMiS) conducted a volunteer activity as part of the Tokio Marine Group's CSR
Months initiative. They took 35 children to an outside playground and enjoyed various activities together. The event
was conducted jointly with the NGO Club Rainbow, a charity organization supporting children with chronic and lifethreatening illnesses and their families in Singapore. The three companies also made a monetary donation totaling
SGD 15,000 to Club Rainbow.

106Social Responsibility
Key Issue -Social-

The Tokio Marine Group also places great emphasis on "safety and security," which are closely linked to theinsurance business, and engages in social contribution activities while working to enhance traffic safety as well as
crime and disaster prevention in local communities.

Initiatives to Support Recovery of Areas Affected by the Great East Japan
Earthquake
Employees of the Tokio Marine Group have been engaged in volunteer activities in areas affected by the Great
East Japan Earthquake. Starting from May 2011, Group company employees, agents and their families across thecountry have provided support to disaster areas in Otsuchi-cho (Kamihei-gun) and Rikuzentakata City in Iwate
Prefecture and Ishinomaki City and Kesennuma City in Miyagi Prefecture by conducting activities such as cleaning
up tsunami-soaked houses, removing mud from houses and street drainage gutters, assisting in fishery-related
work and cleaning damaged and mud-covered photographs. In November 2011, we joined the Sanriku Cultural
Recovery Project* led by Tono City, Iwate Prefecture, and have since undertaken various volunteer activities,
including cleaning and repairing cultural properties, books and documents owned by disaster-damaged museums
and libraries and organizing, sorting, recording and storing donated books (approximately 260,000 books as ofApril 2012) for delivery to affected public and school libraries in disaster areas. We plan to continue these activities
in fiscal 2012. A total of some 440 employees (as of March 31, 2012) have participated in these volunteer
activities.
* A project led by Tono City, Iwate Prefecture, which has been providing logistics support to the Sanriku coastal
area since immediately following the Great East Japan Earthquake. Aims to re-establish and heal the culture,
history and minds of people in the coastal area by restoring books and cultural properties lost, damaged or soiled
in the disaster. The project has been undertaken by the city in parallel with its physical support for recovery, suchas the removal of disaster debris and construction of temporary housing.
The Tokio Marine Group also supported the "Let's Eat and Provide Encouragement!" initiative promoted by the
Ministry of Agriculture, Forestry and Fisheries to support disaster-stricken areas. From May to October 2011, we
held "Let's Eat and Provide Encouragement! - East Japan Vegetable Fair," an event to sell agricultural and otherproducts from the affected areas and surrounding regions, a total of five times in Tokyo and Osaka.

At the "Let's Eat and Provide Encouragement! - East

Employee volunteers working in disaster areas

Japan Vegetable Fair"

107

Response to the Great East Japan Earthquake

Initiatives for Lessons on Disaster Prevention
In response to the Great East Japan Earthquake, employee volunteers of
Tokio Marine & Nichido Risk Consulting developed a disaster educational
program to raise disaster awareness among elementary school children
and started providing lessons themselves to schools.
The goal of this program is to communicate the expert knowledge we haveaccumulated in our everyday work in an easy-to-understand manner tochildren so that they know how to protect themselves in an earthquake ortsunami.
My relations with CSR

Cooperating with the NPO Association for Assistance to Children Orphaned in
Traffic Accidents
Nisshin Fire supports children who have lost one or both of their parents in traffic accidents through the NPO
Association for Assistance to Children Orphaned in Traffic Accidents.
In fiscal 2011, the company donated a total of 319,222 yen to the association. The amount consisted of 162,422
yen raised in a charity event held at its Tokyo Head Office, which was open for both employees and visitors; and156,800 yen, which corresponds to the number of applications made to a photo contest held in commemoration of
the launch of the company's new comprehensive auto insurance "You-Side."
We will continue to provide assistance to orphaned children through this association.

Presentation of a donation to the NPO Association for
Assistance to Children Orphaned in Traffic Accidents108Social Responsibility
Key Issue -Social-

Courses to Foster Support for Dementia CareAs one volunteer initiative to ensure "safety and security" in society, the Tokio Marine Group offers courses tofoster support for dementia care, which are internal educational sessions to promote a correct understanding of
dementia. With the ultimate goal of creating a safe society for people with dementia, the program is designed todevelop more persons who support dementia care within the Group and who have the correct knowledge to sharewith friends and families as well as give compassionate consideration to people with dementia and their families inwork and private life.
During the one-and-half-hour program conducted in each work department, attendees watch a DVD, listen to alecture given by an employee (called "caravan mate") who has received special training on this subject andparticipate in a role-playing session. As of March 2012, a total of around 470 employees have participated in thiseducational program and become supporters for dementia care. We intend to promote this program further, as it
gives us a good opportunity to think about our own aging workforce and deepen our understanding about
dementia.

AED Workshop to Practice Life-Saving Skills
The Tokio Marine Group provides a workshop to practice the use ofAutomated External Defibrillators (AEDs) and to perform cardiopulmonary
resuscitation (CPR), with employees having specialized knowledge serving
as trainers. Around 1,460 employees mainly from Tokio Marine & Nichido
as well as other Group companies and agents attended the workshop in
fiscal 2011. Through the workshop, participants have realized that they do
not have to be an expert to perform CPR and gained enough confidence totake action rather than just standing by in case of an emergency situation.

Promoting the Pink Ribbon Movement
Tokio Marine & Nichido Life supports the Pink Ribbon Movement through J.POSH, an NPO engaged in pink ribbon
movements for breast cancer awareness in Japan. The number of breast cancer patients has been increasing inJapan, but it is a disease with a high survival rate if detected and treated early based on correct knowledge. The
company promotes the Pink Ribbon Movement by disseminating various information, including the importance ofreceiving examinations for early detection of breast cancer.

J.POSH (Japan Breast Cancer Pink Ribbon Movement)

109

Social Responsibility
Key Issue -Social-

Collaboration with the Iwate Hospice Association
In 2009, Tokio Marine & Nichido Life joined initiatives undertaken by the Iwate Hospice Association, a citizens'group in Morioka City, Iwate Prefecture, to support cancer patients and their families and help them gain courage
to fight against the disease. The company has been cooperating in making terry cloth caps for patients undergoinganticancer drug treatment. In fiscal 2011, Tokio Marine & Nichido Life donated 1,030 terry cloth caps that were
hand-sewn by employees, their families and persons associated with the Tokio Marine Group.
In response to the Great East Japan Earthquake in March 2011, Tokio Marine & Nichido Life donated funds fordisaster support activities and delivered a total of 2,130 summer clothing items to Rikuzentakata City, Iwate
Prefecture, and other disaster-affected areas through the association in July 2011.

Iwate Hospice Association (in Japanese)

Collaboration with Japan Deaf-Blind Association
The Japan Deaf-Blind Association is engaged in activities to support people with hearing and vision disabilities
across the country. Their activities include dispatching sign language interpreters and helpers, training interpretersand publishing a biannual magazine for the hearing and visually impaired. Tokio Marine & Nichido became asupporting member of the association in 2008. At the association's annual national conference, employees working
in offices and branches in respective areas serve as volunteer staff to cooperate in the running of the event.
Japan Deaf-Blind Association

Collaboration with the Special Olympics (SO) Nippon Foundation
In support of the Special Olympics (SO) Nippon Foundation's vision of creatinga society where people with and without disabilities understand and respect
each other's differences and live and grow together, Tokio Marine & Nichido
became an official sponsor of the foundation in fiscal 2005 and has been
supporting their activities by providing funds and volunteers. In fiscal 2011, a
total of 70 employees of Tokio Marine Group companies in the Fukushima andSendai areas volunteered to assist in the running of the Fifth Special Olympics
Nippon National Winter Games in Fukushima.
The company's employee clubs also provide support to the certified NPO
Special Olympics Nippon - Tokyo (SONT) through their respective club110

activities. Examples include assistance provided by the company's track teamfor the running of the SONT-sponsored "Walk and Run Festival" charity eventand the holding of a boating experience event by the boat club.
Special Olympics Nippon Foundation

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

Participating in the TABLE FOR TWO Charity Initiative Aimed at Achieving an
Optimal Food Balance in the World
Tokio Marine & Nichido participates in the TABLE FOR TWO initiative and has been offering a TABLE FOR TWO
menu in the employee cafeteria at its Head Office.
TABLE FOR TWO is an initiative to donate a part (usually 20 yen) of the price of a lunch offered in a company
cafeteria to school meal programs in developing countries.
Of the total world population reaching some seven billion, one billion people suffer from hunger while anotherbillion are experiencing obesity and other diet-linked, lifestyle-related diseases. To eliminate this serious food
imbalance, the TABLE FOR TWO imitative was launched in Japan in fall 2007. The amount of 20 yen donatedfrom every lunch is equal to one school meal in developing countries. Thus, the name "TABLE FOR TWO" camefrom the idea that each of us in a developed country shares a table with one child in a developing country. We arehaving lunch together, beyond time and space.
Overview of TABLE FOR TWO in Tokio Marine & Nichido
Location:

Employee Cafeteria at the Head Office
Purchasing a 560-yen TABLE FOR TWO lunch (680-800 kcal) automatically donates 20 yen

Method:through the NPO TABLE FOR TWO International, which will be used to buy school meals forchildren in developing countries

TABLE FOR TWO

111

Social Responsibility
Key Issue -Social-

Providing Support to the Himawari no Kai
Tokio Marine & Nichido and Tokio Marine & Nichido Life have been supporting the NPO Himawari no Kai since2011. Himawari no Kai is an NPO approved by the Cabinet Office, Government of Japan that was established in
1997 with the aim of assisting expectant mothers and their families. Their most notable activity is increasing publicrecognition of their "Maternity Mark." They hand out traffic safety stickers bearing this mark to protect new mothersfrom traffic accidents. By supporting the organization, we will further contribute to the creation of local communities
and society where expecting mothers and their families can live with peace of mind.

Himawari no Kai (in Japanese)

Contributing to Safety and Security in Local Communities
Since September 2007, Tokio Marine & Nichido has been providing
support to the "Daijoubu Campaign," a movement led by the Mainichi
Newspapers, and holding disaster preparedness and anticrime interactive
events throughout Japan.
In September 2010, Tokio Marine & Nichido also partnered with 38 FMradio stations across the country to promote the "Human Conscious Act Loving Home Campaign." Under the campaign, the company sponsors aradio program and holds events throughout Japan according to the themeof "making your community safer and more secure by building ties("Kizuna") among residents."
In fiscal 2011, Tokio Marine & Nichido, the Mainichi Newspapers and Tokyo FM jointly held an anticrime
educational event, "Workshop to Create Local Community Safety Maps." During the event, we invited Professor
Nobuo Komiya of Rissho University, a developer of local community safety maps and an expert in criminal
sociology, as a lecturer and held a training seminar for Tokio Marine & Nichido employees and agents. The
participants then became trainers themselves and conducted safety map workshops for students of local
elementary schools.

112Social Responsibility
Key Issue -Social-

Providing Japanese-Language Medical Services in the United States
The Japanese Medical Practice outpatient clinic operated by Beth Israel Medical Center in New York City withdonations from Tokio Marine & Nichido has been providing medical services in Japanese since 1990. In fiscal
2009, the Japanese American Association of New York cerebrated its 100th anniversary, and the Japanese
Medical Practice outpatient clinic offered medical consultation services and held medical seminars for elderly
Japanese-American people living in New York.
Japanese Medical Practice outpatient clinic (in Japanese)"N Program" to Support Young Physicians to Gain Clinical Experience in the
United States
In collaboration with Beth Israel Medical Center, Tokio Marine & Nichido
has been offering the "N Program" since 1991. This is a medical residency
program to promote the exchange between the two countries in the
medical field by dispatching every year young doctors with the desire togain clinical experience in the United States.
The N Program has made remarkable progress thanks to the cooperationof teachers at U.S. medical institutions and the efforts of residents who
participated as trainee physicians. From 1991 to 2011, the total number oftrainees rose to 142.
N Program (in Japanese)113

Social Responsibility
Key Issue -Social-

Activities to Assist Recovery of Disaster Areas by Overseas Group
Companies
Tokio Millennium Re (TMR), a reinsurance company based in Bermuda, worked with other reinsurers in Bermuda
and raised approximately USD 12,000 (about 1 million yen) from residents of the islands to support recovery ofareas affected by the Great East Japan Earthquake. In June 2011, three TMR employees visited Japan andpersonally delivered the relief money to the Japanese Red Cross Society and Tagajo City, Miyagi Prefecture. Theygave paper cranes with messages, which were made by elementary school children in Bermuda, to children inelementary schools, hospitals and evacuation centers near Sendai Airport. They also participated in volunteer
activities in Tagajo City, cleaning up houses and clearing away debris.

TMR employees engaging in a volunteer activity

Presenting relief fund to the mayor of Tagajo City,
Miyagi Prefecture

Tokio Marine Indonesia (TMI) ran an origami booth at the Jak-Japan Matsuri 2011 (Jakarta Japan Festival) held inJakarta in September 2011. At the booth, TMI showed a video of disaster-stricken areas and handed out Japanese
paper fans on which tips to follow in case of an earthquake were printed. TMI employees and local visitors also
made senbazuru, Japanese origami paper cranes, to wish for the early recovery of disaster areas. These cranes
were delivered to elementary schools in Kesennuma City through Tokio Marine & Nichido in December of thesame year.

114

Social Responsibility
Key Issue -Social-

The Tokio Marine Group designates the "protection of the global environment," a social issue of growing concern,as one of its key focus areas in promoting local community and social contribution activities and strives to raise
environmental awareness both internally and externally.

Mangrove Planting Volunteers
Since 1999, Tokio Marine & Nichido has been promoting its Mangrove
Planting Project in Southeast Asia and other regions and conducting a
volunteer tour to plant mangrove trees about once a year. Tokio Marine
Group employees, agents and retired employees as well as their families
participate in these tours as volunteers to plant mangrove seeds andsaplings with local residents and children and visit villages and elementary
schools in respective regions to promote international exchange. As of
March 2012, we have conducted 12 mangrove planting volunteer tours, inwhich a total of some 400 members have participated.
Creating Mangrove Forests

Support for the "Ten-Year Restoration Project of the Coastal Forests of
Tohoku Region"
In March 2012, Tokio Marine & Nichido made a monetary donation of 10
million yen to the "Ten-Year Restoration Project of the Coastal Forests of
Tohoku Region*" led by The Organization for Industrial, Spiritual andCultural Advancement-International (OISCA). In addition to restoring
coastal pine tree forests, this project aims to facilitate regional revitalization
through the recovery of agricultural land and creation of job opportunities indisaster areas. These ideas correspond to the philosophy of the Mangrove
Planting Project undertaken by Tokio Marine & Nichido, which is to protect

Fundraising at the concert venue

the global environment and contribute to the local community and society.
Going forward, the company will provide physical support in addition tofinancial assistance by encouraging employee volunteer activities. As an
additional effort in fiscal 2011, a fundraising campaign was conductedjointly with OISCA at the venue of a concert event, "Green Gift Concert Presenting Forests to the 22nd Century," held by Tokio Marine & Nichido
on March 3, 2012, in which donations amounting to 416,550 yen werereceived from concert guests.

115

*A project to restore "beaches of white sands and forests of green pinetrees" in the Tohoku Region. It aims to restore coastal forests of the Sendai
plain in Miyagi Prefecture, which were devastated by the earthquakeinduced tsunami in the March disaster, by promoting production, nursery
and the planting of seedlings while creating local job opportunities throughthese operations.

Green Lessons: The Mangrove Story
As part of its effort to raise environmental awareness, the Tokio Marine
Group provides "Green Lessons: The Mangrove Story," an environmental
education program for children in elementary and special needs schools.
Employee and agent volunteers visit these schools and give lectures on
the theme of "prevention of global warming and preservation of
biodiversity," in which they tell stories about mangrove planting and therecycling of company uniforms. Children participating in these lessons
receive flower pots made from recycled uniforms.

A class at Sakaine Elementary

As of fiscal 2011, the Group visited about 510 elementary and special

School in Kashiwa City, Chiba

needs schools throughout Japan and provided Green Lessons toPrefecture

approximately 36,000 children.
Green Lessons: The Mangrove Story (in Japanese)

Collaborative Afforestation Efforts in Kochi Prefecture
Tokio Marine & Nichido's Forest for the Future
In May 2009, Tokio Marine & Nichido concluded a five-year partners
agreement with Kochi Prefecture, Aki City and the Eastern Kochi Forestry
Association to promote afforestation in Aki City under the Prefecture's"Collaborative Afforestation Project with Environmentally Advanced
Corporations." The forest covered under the agreement encompasses 47.1
hectares and has been named the "Tokio Marine & Nichido's Forest for the
Future." In November 2011, approximately 50 Group employees andagents including their families participated in the 3rd Tree-Thinning
Forestry Volunteers to experience tree thinning and socially interact withlocal residents. Participants recognized the hard work involved in tree
thinning and felt that a strong bond was created by closely communicatingwith local people.

Children's Environmental Award
Together with the Asahi Shimbun Company (Newspaper), Tokio Marine &Nichido launched the Children's Environmental Award program in 2008 as
one initiative to raise environmental awareness among elementary school
children who will take the lead in the future and, in turn, raise awarenessamong society as a whole. We solicit illustrations and essays about theenvironment from elementary school children and invite the award winners
and their parents to join the Iriomote Island Eco Experience Tour during the116spring school holidays. For the fourth Children's Environmental Award in
fiscal 2011, we received 4,779 works from throughout Japan.
During the tour, children learned about various global issues in the richnatural surroundings of Iriomote Island. They explored Japan's largest
mangrove forest, picked up garbage that had washed ashore andseparated the trash by country of origin, and under the guidance ofexperts, experienced the thrill of coming into contact with fish, shellfish andsmall animals. Through these nature activities, the children gained valuable
experience and were eager to take action for protecting the Earth andglobal environment.
Tokio Marine & Nichido: Children's Environmental Award (in Japanese)

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

Sophia University Endowment Fund
Tokio Marine & Nichido implemented an endowment fund (Special Study Group for Carbon Materiality) in providing
support to the Graduate School of Global Environmental Studies at Sophia University for three years from fiscal
2010 to fiscal 2011.
The goal of this program was to study how to identify, evaluate, report and apply carbon materiality factors, which
companies and organization cannot ignore in reducing their greenhouse gas emissions. Tokio Marine & Nichido
participated in sessions of the study group and cooperated in promoting their research.

Marunouchi Citizens Environmental Forum
Every year, Tokio Marine & Nichido holds a social and environmental awareness seminar, the Marunouchi Citizens
Environmental Forum, jointly with Mitsubishi Corporation. At the 53rd forum held in fiscal 2011, we invited
Japanese alpinist Ken Noguchi to talk about how he started cleanup activities on Mount Everest and Mount Fuji,
the difficulties he faced and what he has recognized through these activities. More than 200 attendees, including
Tokio Marine Group employees and other guests, were impressed by his humorous, true-to-life talk, and felt agenuine sense of empathy and expressed their strong desire to be physically active and take part in such anenvironmental program.

117

Global Warming Seminar by Tokio Marine & Nichido and the Tokio Marine
Research InstituteTokio Marine & Nichido and the Tokio Marine Research Institute jointly held a seminar on global warming entitled"Green Economy and Sustainable Management" on February 9, 2012. The global warming seminar is provided
free of charge to citizens and company employees for the purpose of helping them gain a better understanding of
global warming through panel discussions and lectures by experts on subject matters.
Seminar by the Tokio Marine Research InstituteEfforts Related to the Green Gift Project
In fiscal 2011, Tokio Marine & Nichido conducted a variety of events for its
Green Gift Project, which was initiated in 2009, to increase customer
recognition of the project and give supporting customers a sense that they
are participating in global environment protection activities. Examples
included sponsoring two concert events to convey information on
environmental protection and our activities to plant mangroves, "Tokio
Marine & Nichido Green Gift presents Humanglobe Live" (May 2011) and"Green Gift Concert - Presenting Forests to the 22nd Century" (March2012); planning and cooperating in the Iriomote Island Eco Experience
Tour (June 2011) to explore real-life mangrove forests; and participating in
the Eco-Products Exhibition (December 2011), which is one of the largest
environmental exhibitions held in Japan.
Green Gift Project (in Japanese)118Social Responsibility
Key Issue -Social-

Group Company in Hong Kong Taking Part in Earth Hour
Since fiscal 2010, The Tokio Marine and Fire Insurance Company (HongKong) Limited has been an official sponsor of the Earth Hour event
organized by the World Wide Fund for Nature (WWF), an international
environmental conservation organization. Earth Hour is an international
event that encourages households and businesses to turn off their lights atthe same time on the same day to raise awareness for the prevention of
global warming. In 2012, the event was held from 8:30 to 9:30 p.m., on
March 31. In addition to participating in the "Lights Out" and other official
events held by WWF, the Company also conducted an environmental
awareness seminar for children at elementary schools in Hong Kong,
including a Japanese school. More than 300 children from several
elementary schools gathered and participated in a lecture by WWF staff,
which included such topics as WWF activities and global warming issues
and solutions. In the future, we will continue this environmental seminar
activity, extending our reach to other Japanese schools and to the entire
Japanese community in Hong Kong.

GREENPHLY Environmental Awareness Program by Philadelphia Insurance
Companies
Employees of U.S.-based Philadelphia Insurance Companies (PHLY) have been conducting an environmental
awareness program called GREENPHLY. A team of employees forming the GREENPHLY council leads an arrayof activities to reduce environmental impact at offices and publish internal magazines to improve awarenessamong employees so that they can guide their families and communities to take green action.
GREENPHLY also encourages charity drives to reuse clothing items that are no longer used by employees or theirfamilies. Activities in fiscal 2011 included a "Shoe Drive," which collected and donated 350 pairs of shoes, and"Coat Drive Challenge," an inter-branch coat collecting competition held among branches in the United States thatcollected and donated about 900 coats.

119

Sustainability Report 2012

Key Issue -GovernanceStrengthening CSR Management• Corporate Governance• Internal Control Systems

Social Responsibility
Key Issue -Governance-

To be trusted by customers and society and achieve sustainable growth, the Tokio Marine Group must raise thequality of its "business strategies," "governance" and "social responsibility" and build a sound and highly
transparent management structure as a global insurance group.
The Tokio Marine Group has established "Strengthening CSR Management" as a key CSR issue and aims to raise
the quality of its risk-based management (ERM: Enterprise Risk Management), compliance and corporate
governance from the perspective of strengthening its global-based management and control, thereby increasing
the level of trust by its stakeholders and fulfilling its social responsibilities.
The Tokio Marine Group is determined to raise its corporate value
continuously while contributing to the sustainable development ofsociety by implementing its Corporate Philosophy. Based on thisrationale, we have formulated the Tokio Marine Group CSR
Charter as behavioral guidelines for all employees to execute
CSR. Additionally, Tokio Marine Holdings has established the
Corporate Governance Policies and is appropriately governing
Group companies.
In accordance with the Basic Policies for Internal Controls, Tokio
Marine Holdings is appropriately enhancing and operating internal
control systems, including systems for management control,
compliance and risk management at Group companies. We aremaking efforts to properly operate these systems to ensure that
we develop into a corporate group that combines profitability,
growth potential and soundness.

121Social Responsibility
Key Issue -Governance-

Corporate Governance

CSR Promotion StructureInternal Control Systems
Compliance
Respect for Human Rights
Risk Management
Information Security
Information Disclosure

122Social Responsibility
Key Issue -Governance-

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

Corporate governance organizational chart

123

Social Responsibility
Key Issue -Governance-

Corporate Governance Structure
1. The Board of Directors(1) Responsibilities of the Board of Directors and its Members
The Board of Directors is responsible for decisions on important matters relating to the execution of theCompany's business, supervising the performance of individual directors and establishing an effective internal
control system. In addition, as the Board of Directors of a holding company, it is responsible for determining
medium- to long-term business strategies and various basic business policies such as the Basic Policies forInternal Controls for the Tokio Marine Group.
Each director shall endeavor to enable the Board of Directors to fulfill these responsibilities and functions.
(2) Composition of the Board of Directors
The number of directors shall generally be approximately 10 members, of whom, as a general rule, at least
three shall be outside directors.
(3) Directors' Term of OfficeDirectors shall be appointed for a term of office of one year. Directors may be re-appointed.
2. Corporate Auditors and the Board of Corporate Auditors(1) Responsibilities of Corporate Auditors and the Board of Corporate Auditors
Corporate auditors, as an independent body entrusted by shareholders, shall audit the performance of
directors, with the aim to ensure sound and fair management and accountability.
Corporate auditors shall endeavor to conduct a high quality audit in accordance with the regulations of theBoard of Corporate Auditors, auditing standards, auditing policies and auditing plans determined by the Boardof Corporate Auditors.
(2) Composition of the Board of Corporate Auditors
The number of corporate auditors shall generally be around five. As a general rule, a majority of the corporate
auditors shall be outside corporate auditors.
3. Nomination Committee and Compensation Committee(1) Responsibilities of the Nomination and Compensation Committees
The Company shall have a Nomination Committee and a Compensation Committee to serve as advisory
bodies to its Board of Directors.
The Nomination Committee shall deliberate on the following matters and report to the Board of Directors:- The appointment and dismissal of directors (including non-members of the Board) and corporate auditors of
the Company and its principal business subsidiaries*; and- The criteria for the appointment of directors (including non-members of the Board) and corporate auditors of
the Company and its principal business subsidiaries. The Compensation Committee shall deliberate on thefollowing matters and report to the Board of Directors:- Evaluation of the performance of directors (including non-members of the Board) of the Company and its
principal business subsidiaries; and- The compensation system for directors (including non-members of the Board) and corporate auditors of theCompany and its principal business subsidiaries and the level of compensation for full-time directors(including non-members of the Board) of the Company and its principal business subsidiaries.
* The term "principal business subsidiary" refers to companies in which the Company directly holds a majorityof the voting rights.

124

(2) Composition of Nomination and Compensation Committees
The Nomination Committee and the Compensation Committee shall generally consist of approximately fivemembers each. As a general rule, a majority of the members of each committee shall be selected from outsideof the Company, and the chairman of each committee shall be one of the outside members.

Compensation System for Directors and Corporate Auditors of the Company(1) Determination Policy
Basic policies for determining compensation for directors and corporate auditors of the Company and its
principal business subsidiaries are as follows:- Ensure "transparency," "fairness" and "objectivity" regarding compensation for directors (including nonmembers of the Board) and corporate auditors;- Strengthen incentives for improving the business performance of the Company by introducing a performancelinked compensation system;- Enhance accountability through sharing returns with shareholders by introducing a compensation systemlinked to meeting the Company's business results indices based on the management strategy and Company
share price; and- Fully implement a performance-based pay system through processes designed to objectively evaluate
individual performance of directors (including non-members of the Board) with respect to management
objectives.
In order to determine the level of compensation for directors (including non-members of the Board) andcorporate auditors, the Company shall set the standard of compensation for each position, depending on the
responsibilities of directors (including non-members of the Board) and corporate auditors, and take thebusiness performance of the Company and the level of compensation of other companies into consideration.
(2) Compensation of Directors and Corporate Auditors of the Company
Compensation for full-time directors (including non-members of the Board) consists of three elements: fixedcompensation, bonuses related to the business performance of the Company and the performance of theindividual and stock options.
Compensation for part-time directors consists of two elements: fixed compensation and stock options.
Compensation for corporate auditors consists of one element: fixed compensation.
(3) Compensation of Directors and Corporate Auditors of Principal Business Subsidiaries
The compensation system for directors (including non-members of the Board) and corporate auditors of theCompany's principal business subsidiaries shall generally be identical to that applied to directors (including non-members of the Board) and corporate auditors of the Company.

125

Social Responsibility
Key Issue -Governance-

Corporate Governance of Subsidiaries(1) Governance System
In the various basic business policies for the Tokio Marine Group, the Company shall prescribe basic terms forthe management of the business subsidiaries and compliance, risk management and internal auditing of theTokio Marine Group, and the Company shall manage its subsidiaries through the establishment and operationof a governance system based on these basic terms.
(2) Evaluation of Business Results of the Business Subsidiaries
The Company shall evaluate the business results of each business subsidiary of the Tokio Marine Group on anannual basis, comparing actual results with the Company's business results indices based on the management
strategy. The results of such evaluations shall be considered in the determination of the compensation for the
directors (including non-members of the Board) and corporate auditors of each business subsidiary.

126

Social Responsibility
Key Issue -Governance-

We believe it is crucial for each and every employee

In executing our Corporate Philosophy, we haveand agent to maintain high ethical standards and toformulated the Tokio Marine Group CSR Charter as

convey this stance through day-to-day businessbehavioral guidelines required from the perspective

operations.

of social responsibility and we strive to respect andpromote the recognition of human rights for all
people, including customers, agents/business
partners, employees, society and shareholders.

For the purpose of securing and maintaining theIn accordance with the Act on the Protection ofsoundness of business operations, the Tokio Marine

Personal Information and related guidelines, eachGroup manages various risks related to theGroup company has established internal rules andoperation of its businesses and strives for stable

regulations and undertakes employee education

management.

and monitoring as part of thorough information
management.

The Tokio Marine Group is striving to enhance
disclosure that is fair and easy to understand so thateach stakeholder can quickly and accurately
understand the current status of the Tokio Marine
Group and its future business development.

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

127

Social Responsibility
Key Issue -Governance-

128

Social Responsibility
Key Issue -Governance-

Basic Policies for Internal Controls
In accordance with the following principles of conduct, the Tokio Marine Group is fulfilling its Corporate
Social Responsibility (CSR) by implementing its Corporate Philosophy to achieve sustainable growth
together with the development of society.
- System for ensuring proper operations within the Tokio Marine Group- System for ensuring the execution of professional duties in accordance with applicable laws, regulations
and the Articles of Incorporation- System for risk management- System for ensuring efficient execution of professional duties- System for maintaining and managing information concerning the execution of directors' duties- Matters concerning support personnel to the corporate auditors and their independence from thedirectors- System of reporting to the corporate auditors- Other systems for ensuring effective audits by the corporate auditors

Tokio Marine Holdings Basic Policies for Internal Controls

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

129

Social Responsibility
Key Issue -Governance-

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

130Social Responsibility
Key Issue -Governance-

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

The Tokio Marine Group Compliance System
The Tokio Marine Group defines compliance as "observing applicable laws, rules and regulations and internal
regulations, and conducting fair and equitable business activities within social norms," and thoroughly implementscompliance in this manner. Additionally, the Company has formulated the Tokio Marine Group Code of Conductthat incorporates matters that directors, executive officers and employees should comply with from the perspectiveof compliance.

The Role of Tokio Marine Holdings
To thoroughly implement compliance as a Group, Tokio Marine Holdings prepares measures and policies for theentire Group. This includes formulating the Tokio Marine Group Basic Policies for Compliance and ComplianceStandards that stipulate such items as laws and regulations that are commonly applicable within the entire Group.
Also, Tokio Marine Holdings has built a structure to ensure group-wide compliance through periodic monitoring of
the status of compliance within the Group in addition to receiving reports from Subsidiaries and Others on
important matters, discussing and making decisions on these matters via the Board of Directors, Management
Meeting and the Internal Control Committee while providing guidance and advice about the activities of
Subsidiaries and Others when necessary.

Role of Subsidiaries and Others
Subsidiaries and Others proactively undertake thorough compliance in accordance with the Tokio Marine Group
Basic Policies for Compliance. Subsidiaries and Others build compliance structures in a format suited to thecontent of their respective businesses while reporting to Tokio Marine Holdings on the status of thoroughcompliance and important items concerning compliance.
Tokio Marine & Nichido has also established a Quality Improvement/Compliance Committee, which has a majorityof members from outside the company, that evaluates the establishment of compliance systems from an external
perspective and checks, monitors and provides suggestions on the appropriateness of overall business operations.
The Company has also appointed a Compliance Leader (CPL) in each production department who provides
guidance on initiatives for compliance and fulfills a check-and-balance function, among other responsibilities. It
also has appointed a Compliance Officer (CPO) in each region's business support department who fulfills a checkand- balance function with regard to production departments and supports the CPL. In this way, Tokio Marine &Nichido has built up a system for thorough compliance throughout a wide range of operations it conducts.
As for overseas Group companies, compliance is promoted primarily under the lead of the CPOs in the respective
companies on the basis of undertaking proper business in accordance with the above policies and with respect for
local laws and regulations.

131

Social Responsibility
Key Issue -Governance-132

Social Responsibility
Key Issue -Governance-

Declaration of Commitment to Compliance

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

Tokio Marine Group Code of Conduct (Outline)
The Tokio Marine Group Code of Conduct is a compilation of important matters to be adhered to from theperspective of compliance when the spirit of our Corporate Philosophy is put into specific action and the Code isgiven the highest priority in carrying out all Tokio Marine Group business activities.

Tokio Marine Holdings - Tokio Marine Group Code of Conduct

133

Social Responsibility
Key Issue -Governance-

Tokio Marine Group Basic Policies for ComplianceTo thoroughly implement compliance as a Group, we have formulated the Tokio Marine Group Basic Policies forCompliance, which prescribe the role of Tokio Marine Holdings, its Subsidiaries and Others and the basic rationale
regarding the implementation of compliance.

Organizational Structures
The Tokio Marine Group has set up specialist departments for controlling internal compliance at each Group
company. Subsidiaries and Others have established internal structures enabling organized responses forcompliance. This includes setting up compliance committees that, depending on the actual state of operations,formulate policies and measures for compliance as well as check on the state of compliance implementation while
assigning compliance officers and persons in charge of compliance to each department and branch office.

Compliance Manual
Based on the Compliance Standards formulated by Tokio Marine Holdings, we have prepared our own Compliance
Manual that features the addition of necessary items in the respective businesses of Tokio Marine Holdings andSubsidiaries and Others and we have made this manual available for the reference of directors, officers andemployees.

Compliance Training
To nurture an awareness of compliance while instilling persons in charge of business operations with necessary
knowledge about compliance, the Tokio Marine Group implements training on laws, regulations and internal
regulations that must be adhered to by directors, officers and employees.

Evaluation and Improvement Activities (including Inspections and Monitoring)
The Tokio Marine Group formulates a fiscal year action plan concerning the enhancement of structures forthorough compliance and prepares viable measures in accordance with the action plan.
The Tokio Marine Group makes autonomous checks and also undertakes monitoring in combination with internal
audits for verifying the effectiveness of these measures.

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

134

Social Responsibility
Key Issue -Governance-

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

Management of Transactions Involving Conflicts of Interest
The Tokio Marine Group has formulated Policies for Managing Transactions Involving Conflicts of Interest andthrough compliance with these policies by directors, officers and employees works to manage conflict-of-interest
transactions to ensure that clients' interests are not unduly harmed.

The Tokio Marine Group Policies for Managing
Prevention of Transactions Involving Conflicts of Interest (Summary)
1. Transactions Involving Conflicts of Interest"Transactions Involving Conflicts of Interest" shall be defined as any of the following actions during the course of
the Tokio Marine Group's business activities.
(1) Transactions in which there is a potential conflict between the interest of a customer and the interest of theTokio Marine Group.
(2) Transactions in which there is the potential for the interest of a customer to be harmed by the interest ofanother customer of the Tokio Marine Group.
(3) Transactions involving the use of customer information held by the Tokio Marine Group without theconsent of the customer (with the exception of transactions involving a Purpose of Use specified
beforehand in accordance with the Act on the Protection of Personal Information in Japan or provisions ofother laws and regulations applicable to the Tokio Marine Group).

135

(4) Besides transactions specified in (1) to (3) above, transactions or other actions that especially require
management from the perspectives of protecting customers of the Tokio Marine Group and maintaining
confidence in the Tokio Marine Group.
2. Structure for Managing Transactions Involving Conflicts of Interest
Tokio Marine Holdings, a holding company, uniformly controls matters concerning the management of conflict-of-interest transactions for the Tokio Marine Group. To do so, Tokio Marine Holdings has established a structurethat includes setting up a department that controls the managing of conflict-of-interest transactions at thecompanies mentioned below as it appropriately manages conflict-of-interest transactions.
(1) Tokio Marine Holdings, Inc.
(2) Tokio Marine & Nichido Fire Insurance Co., Ltd.
(3) Tokio Marine & Nichido Life Insurance Co., Ltd.
(4) Nisshin Fire & Marine Insurance Co., Ltd.
(5) Tokio Marine & Nichido Financial Life Insurance Co., Ltd.
(6) Tokio Marine Financial Solutions Ltd.
(7) Tokio Marine Capital Co., Ltd.
(8) E. design Insurance Co., Ltd.
3. Methods for Managing Transactions Involving Conflicts of Interest
The Tokio Marine Group manages transactions involving conflicts of interest through the following methods.
(1) Tokio Marine Group companies shall report beforehand to Tokio Marine Holdings on any intended
transactions with a potential conflict of interest.
(2) When Tokio Marine Holdings determines that such reported transactions will unduly harm the interests of acustomer or has the potential for such harm, it shall take action using the methods below.
1) A method that separates the department executing the relevant transaction and the department
executing other transactions with the customer involved in the relevant transaction.
2) A method that changes the conditions or methods of the relevant transaction or of other transactions withthe customer involved in the relevant transaction.
3) A method that properly discloses to the customer involved in the relevant transaction that there is thepotential that the customer's interests will be unduly harmed along with the execution of the relevanttransaction.
4) A method that obtains the consent of the customer concerned for the use of customer information heldby Tokio Marine Holdings and Tokio Marine Group companies along with the executing of the relevanttransaction.
5) A method that suspends the relevant transaction or other transactions with the customer involved in therelevant transaction.
6) Any other method recognized by Tokio Marine Holdings as being necessary and appropriate.
4. Verification of Management Structure for Transactions Involving Conflicts of Interest
Tokio Marine Holdings shall periodically verify the appropriateness and effectiveness of the Tokio Marine
Group's structure for managing conflict-of-interest transactions.

136

Social Responsibility
Key Issue -Governance-

Basic stanceIn implementing our Corporate Philosophy, we have formulated the Tokio Marine Group CSR Charter as principles
of conduct required from the perspective of social responsibility and we strive to respect and promote therecognition of human rights for all people, including customers, agents/business partners, employees, society andshareholders.
Tokio Marine Holdings supports and respects the Universal Declaration of Human Rights, the ILO Core Labour
Standards as well as the OECD Guidelines for Multinational Enterprises and has signed the United Nations Global
Compact. The Tokio Marine Group sufficiently understands international action principles and guidelines
concerning human rights and participates in and contributes to initiatives concerning social responsibility, and by
doing so, fulfills its role toward realizing a sustainable society.

Tokio Marine Group CSR Charter (excerpt)
The Tokio Marine Group is committed to fulfilling its Corporate Social Responsibility (CSR) by implementing
its Corporate Philosophy to achieve sustainable growth together with the development of society inaccordance with the following principles:
Respect for Human Rights and Dignity- We respect and actively promote the recognition of human rights for all people.
- We strive to ensure an energetic working environment that is both safe and healthy and to promote
training and education of our employees.
- We respect the right to privacy and strive to enforce this right through the management of personal
information.

We express the following in the Tokio Marine Group Code of Conduct, which summarizes important matters given
the highest priority in our day-to-day business. Under the Code, directors, officers and employees conduct fair andequitable business activities in conformity with laws and social norms and the Group undertakes equitablebusiness activities.

137

Social Responsibility
Key Issue -Governance-

Tokio Marine Group Code of Conduct(Scope of application: Tokio Marine Group directors, officers and employees of
Tokio Marine Group companies (includes dispatched employees))
In the event of a violation of this Code of Conduct, laws, regulations and internal rules, the companies of theTokio Marine Group shall take necessary measures in accordance with internal rules, which includes
investigating the facts, formulating countermeasures, submitting reports to supervisory authorities, taking
disciplinary measures against the involved parties and formulating measures to prevent recurrences.
Respect for Human Rights
We shall respect the human rights of our customers, directors, officers, employees and all other people.
- Anti-discrimination
Human rights are values widely recognized around the world, and any discrimination on grounds of sex,age, profession, nationality, race, thought, creed, religion, social status or birth as well as any act
constituting an infringement of human rights should never be tolerated.
- Anti-harassment
Sexual or any other kind of harassment or intimidation should never be tolerated.
- Private Information
In compliance with applicable laws, rules and regulations as well as the Tokio Marine Group Privacy
Policy, we shall safeguard private information, including customers' information, and we shall not use
such information except on a need basis to carry out our business operations in order to avoid any
breach of privacy.

Tokio Marine Global HR Policy
Amid the growing importance of global business in recent years, the Tokio Marine Group believes it
essential to hire and nurture diverse personnel, regardless of nationality, age and gender at each Group
company in respective countries and regions worldwide and develop an environment in which employees
can fully exert their capabilities.
In December 2010, we established the Tokio Marine Global HR Policy as a universal philosophy andconcept for human resources management to be shared in respective countries and regions worldwide. We
are working to share the thinking and values of 1) "human resources being our largest assets," 2) "respect
diversity" and 3) "provision of fair and equal opportunities" and will promote various personnel affairs
measures, including employee training and support.

138

Social Responsibility
Key Issue -Governance-

Management Stance concerning Respect for Human Rights and Various
Initiatives
Tokio Marine Holdings regularly carries out monitoring of initiatives for human rights, compliance and risk
management in the business operations of Group companies. At the same time, Group companies are
implementing various initiatives related to respect for human rights.
At Tokio Marine & Nichido, a dedicated department (Human Rights Enlightenment Office, Human Resources
Planning Department) formulates Basic Policies and Measures Concerning Human Rights every year and is
implementing measures concerning human rights in all departments.

From the perspective of social responsibility, the Company distributes the Principle of Transactions to its business
partners (suppliers and business consignees) and requests them to promote initiatives that encompass humanrights domains in the areas of "Compliance with laws, regulations and social norms," "Promoting fair and honest
transactions," "Thorough information management" and "Consideration for the environment."
Every year, each member company of the Tokio Marine Group holds human rights training in the workplace, inwhich all employees and other co-workers take part to build a dynamic corporate culture without discrimination orharassment. In addition, in working to achieve more comfortable workplaces, the Group carries out preventativeand enlightenment activities regarding sexual harassment and other forms of harassment by establishing a
consultation service (hotline), which is staffed by internal and external specialists.

Human rights training participants (domestic group companies)

FY2009FY2010FY2011(As of March 31, 2010)(As of March 31, 2011)(As of March 31, 2012)

99.9％

99.9％

99.9％

139

Social Responsibility
Key Issue -Governance-

The Tokio Marine Group strives to maintain soundness and raise the profitability (capital efficiency) of the Groupby strengthening its Risk-Based Management (ERM). Properly identifying and managing risks is necessary to"maintain financial soundness" and "improve profitability (capital efficiency)," which serve as two pillars inundertaking risk-based management.

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

140

Social Responsibility
Key Issue -Governance-

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

141Social Responsibility
Key Issue -Governance-

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

Integrated Risk Management
Through integrated risk management, the Company quantitatively ascertains and properly manages every risk toensure that any risk that emerges is within the scope of net asset value. We also assume stress scenarios, suchas a major natural catastrophe and turmoil in financial markets, which would create detrimental effects in the futureand implement stress tests to evaluate and analyze the impacts of such scenarios.
(1) Risk quantification
The Tokio Marine Group quantifies potential losses on all risks held that could arise within the given time
horizons (1 year) and that could exceed the given probability levels (99.95%). The risk quantification method
used is a risk indicator called "value at risk" (VaR).
(2) Determination of allowable risk parameters
Integrated risk management aims to maintain ratings and prevent bankruptcies by keeping risk volume within
the prescribed allowable parameters. The allowable risk parameters for the Tokio Marine Group as a whole
have been defined in terms of an upper limit on the entire quantity of risk. The Tokio Marine Group determines
the allowable risk parameters semiannually and properly manages operations so that risk quantity does notexceed this.
(3) Evaluation and monitoring of capital allocation plans
Tokio Marine Holdings ensures that the expected risk volume is within the allowable risk parameters set out in
the Group capital allocation plan. In other words, the Risk Management Department, which has an internal142

control function, checks and examines the capital allocation plans to make sure that they are appropriate interms of equity capital. Moreover, the status of the risk volume is periodically monitored.

Business Portfolio Management and Capital Allocation System
To continuously expand earnings (adjusted earnings), raise the Group's capital efficiency (adjusted return on
equity (ROE)) and maximize corporate value, the Group carries out a relative evaluation of each business andprioritizes the allocation of management resources (business portfolio management). This is achieved by using
risk/return indicators for each business and applying a scoring indicator covering market growth potential andprofitability, competitive advantages and expected effects of strategies. Allocated management resources include
funds, human resources and risk capital. By allocating these resources to business units and new businesses witheven higher profitability and growth potential, we aim to improve the profitability and growth potential of ourbusiness portfolio.
Following the prioritizing of management resources to each business field through business portfolio management,
we determine a concrete risk capital allocation plan for each business under a structure for allocating risk capitaldesignated as the risk capital allocation system. Risk capital referred to here is not the amount of statutory capitalbut is identified as pseudo-capital based on a risk volume calculated by a uniform gauge of all types of risk.
The capital allocation system and integrated risk management are intricately related and based on the same risk
evaluation methods. The Company maintains financial soundness through integrated risk management while theintroduction of a decision-making process based on the quantitative analysis method enables us to select business
units with deeper insights and to utilize limited capital more effectively.

Integrated and Comprehensive Discussions as Our Group Corporate FinanceWe evaluate business plans under our business portfolio management and allocate capital based on theseevaluations under our capital allocation system. Therefore, business plans and capital allocation are closely
related. Additionally, because the execution of business plans also requires funds and risk capital, it is also
necessary to ensure sufficient coordination with the Group Corporate Finance under which funds and risk capitalare handled.
Aside from business portfolio management and the capital allocation system, the Tokio Marine Group also includes
cash management, debt finance and shareholder returns as the Group Corporate Finance. All of these areorganically linked and discussed at the Management Meeting and the Board of Directors Meeting.

143Social Responsibility
Key Issue -Governance-

Basic Policy for Responding to Disasters
In the event of a natural disaster such as an earthquake or a typhoon, Tokio Marine & Nichido has a crucial social
mission of ensuring that it can continue its important business operations as a non-life insurer such as receiving
accident notices, paying on claims, maturity refunds and other payables, and concluding policies in both thedisaster-stricken area and elsewhere.
Therefore, Tokio Marine & Nichido has prescribed the following two points as its "Basic Policies of the BusinessContinuity Plan for Disasters" and formulated a Business Continuity Plan (BCP).
Tokio Marine & Nichido's "Basic Policies of the Business Continuity Plan for Disasters," abridged version (PDF:
245KB)
Based on the experience of the Great East Japan Earthquake, Tokio Marine & Nichido has reviewed its manualand action plan in accordance with its BCP to establish an even more effective preparedness system. Tokio
Marine & Nichido will implement further reviews when needed on the basis of any new announcements by thegovernment and municipal authorities about anticipated damage from an earthquake that directly strikes theMetropolitan area and a major earthquake in the Nankai Trough.

Basic Policies of the Business Continuity Plan for Disasters
1. Principles of employees' conduct in times of disasters
The priority order for employees' conduct in times of disasters is as follows.
- Assure the safety of human life
- Cooperate in securing the safety of local communities- Continue important operations (business continuity)
2. Basic policy for business continuity
The following three business operations shall be regarded as important business operations during a disaster,
management resources (personnel, funds) shall be transferred as needed and top priority shall be given to thecontinuation of these important business operations.
- Receiving of accident notices- Payment of claims, maturity refunds and other payables- Conclusion of insurance contracts

Preparation of a Claims Service Structure for Use in the Event of a Disaster Striking theMetropolitan Area
Should the Head Office facilities in particular become unusable because of a disaster such as a major earthquake
striking the Metropolitan area a backup office shall be established within the Kansai Backup HQ and claims
payment services shall be undertaken for earthquake claims cases, including for residential earthquake insurance,
until lifeline and other services are restored in the disaster-stricken area (the Metropolitan area). Non-earthquake
regular claims cases shall be allocated to and handled by claims service bases throughout Japan.
If the Metropolitan area is struck by the disaster, a Claims Service Headquarters would be set up within the Head
Office Disaster Response Headquarters. At the same time, a satellite office centering on the Claims Service Dept.

144

in charge of Tokyo and Chiba, Saitama and Kanagawa prefectures shall be set up and will accept support
personnel from throughout Japan and provide claims services that include on-site claims assessments.
An infrastructure needed to provide claims services swiftly to the Metropolitan area in the event of a natural
disaster has been built in advance in the locations where the backup office and satellite office would beestablished. Also, we have established a scheme for dispatching support personnel as needed from branch offices
across the entire company.

Response to the Great East Japan Earthquake
Click here for details

145Social Responsibility
Key Issue -Governance-

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

Initiatives for Information Security
We thoroughly adhere to information security management rules to prevent information leakages. In particular,
each Group company is adopting physical and technological safety-control measures that include locking away
customers' personal information and confidential documents when not in use, placing restrictions on taking
documents and other items outside the company, and using encryptions and setting passwords for electronic
information.
In fiscal 2010, Tokio Marine & Nichido introduced thin-client* terminals for its in-house intranet. Thin-client
terminals are not equipped with hard disks and information is centrally managed and deployed from a server,which thereby further strengthens information security.
*

A method whereby the PC environment (client OS and applications) for each user is consolidated into and operated by the serverProtection of Personal Information
In the area of personal information on customers, the Tokio Marine Group has formulated and released the Tokio
Marine Group Privacy Policy, which clarifies the Group policy for dealing with such information. At the same time,each Group company formulates and releases a policy of its own in accordance with the Privacy Policy.

Privacy Policy
Tokio Marine Group Privacy Policy
The Tokio Marine Group is committed to the continuous enhancement of corporate value, with customer trust at
the base of all its activities. Guided by this corporate philosophy, we, the Tokio Marine Group, shall comply withlaws, rules, regulations and guidelines related to the protection of personal information, appropriately manage
personal information as described below and implement other appropriate security measures for the protection of
personal information of our customers.
1. We shall acquire personal information of our customers in a manner that is both legal and fair. Unlessprescribed by law, rule or regulation, we shall notify or publicize the purposes for using personal information of
our customers and shall use such information within these limits.
2. Unless prescribed by law, rule or regulation, we shall not provide personal information of our customers to third
parties without prior consent of each such customer.

146

3. We will strive to prevent the divulgence, destruction, impairment and unauthorized access of personal
information of our customers. When we contract out the management of personal information of our customers
to an outside service provider, we shall supervise the service provider appropriately, as needed.
4. Whenever we receive requests from our customers to view or update their personal information we hold, weshall respond promptly in accordance with laws, rules and regulations. We also welcome comments andquestions regarding the management of personal information of our customers.
5. We shall provide comprehensive supervision, instructions and education to our employees who handle personal
information of our customers to ensure that such information is managed appropriately.
6. We will continue to revise and aim to improve our internal systems and procedures to protect personal
information of our customers.
Adopted on February 7, 2005
Revised on July 1, 2008

Tokio Marine Holdings Privacy Policy
With customer trust at the foundation of all our activities, the Company aims to commit to the continuous
enhancement of corporate value through strategic planning of the entire Tokio Marine Group and managing thesubsidiaries of the Tokio Marine Group companies. The Company will properly handle personal information as
described below in compliance with the Personal Information Protection Law (the "Privacy Law"), other relevantlaws, ordinances and guidelines, and the Tokio Marine Group Privacy Policy, and will take appropriate measures
to ensure that personal information is secure. The Company will make an effort to conduct training and educationof the Company's employees so that personal information will be properly handled.
The Company will review and improve the contents described below from time to time.
1. Collection of Personal Information
The Company will collect personal (including for shareholders, the same shall apply hereinafter) information in a
lawful and proper manner to the extent necessary for its business.
2. Purpose of Use of Personal Information
The Company shall use information received from customers for the purposes (hereinafter referred to as
Purpose of Use) of undertaking the following business operations. The Purpose of Use shall be specificallyprescribed for clarification for customers and disclosed on our Website as stated below. Moreover, dependingon the situation in which the information is obtained, we shall make efforts to limit the Purpose of Use.
(1) Business administration of Group companies*(2) Contacting shareholders, providing them with various information and undertaking shareholder management(3) Exercising the Company's rights or fulfilling its obligations in accordance with the Companies Act of Japanand the Enforcement Regulations of the Companies Act of Japan(4) Responses to customer inquiries, requests, others(5) Undertaking other operations incidental to those stated in the above (1) to (4) as well as operations for
ensuring the proper and smooth execution of the Company's business operations
When handling personal information that transcends the scope needed to attain the Purpose of Use, theconsent of the relevant person shall be obtained except in the cases stipulated in Article 16-3 of the Act on theProtection of Personal Information.
* For details on the scope of Group Companies, refer to 10. Company List.

147

Social Responsibility
Key Issue -Governance-

3. Provision of Personal Data to Third Parties
With the exception the following cases, the Company shall not provide personal data to third parties withoutobtaining the consent of the relevant individual.
In the case this is in accordance with laws and regulations
In the case data is provided to consignees within the scope necessary for the Company to execute its
business activities (refer to the following 4. Consigning the Handling of Personal Data)
In the case of joint use between the Company's Group companies and business partners (Refer to thefollowing 5. Joint Use with the Company's Group Companies and Business Partners)
4. Consigning the Handling of Personal Data
There are cases in which the Company consigns the handling of personal data to outside parties within thenecessary scope for attaining the Purpose of Use. In the event the handling of personal data is consigned tooutside parties, the Company shall prescribe standards for selecting a consignee and carry out necessary andappropriate supervision that includes confirming the consignee's information management structure beforehand.
The Company consigns the handling of personal data, for example, in cases such as the following.
Consigning the management of the shareholders' register
5. Joint Use with the Company's Group Companies and Business Partners
To attain the Purpose of Use shown above in 2. (1) - (5), personal data is used jointly among the Company,
Group companies and business partners* as described below.
(1) Personal Data Items
a. Data on shareholders (Address, name, situation regarding holding of Company stock, etc.)
b. Personal data held by Group companies (information related to transactions such as details of accident
notices and details of contracts listed on application forms that include address, name, telephone number,
gender, date of birth and other items)c. Personal data from persons making inquiries and requests of the Company (name, contact information, details
of inquiry/request, etc.)(2) Party responsible for managing personal data: Tokio Marine Holdings Co., Ltd.
*For details on the scope of Group Companies, refer to 10. Company List.
At present, there is no joint use of personal data with business partners.
6. Handling of Sensitive Information
The Company will not collect, use or provide to a third party Sensitive Information, including, but not limited to
information regarding healthcare or case history, except for cases provided by the Act on the Protection of
Personal Information, other relevant laws, ordinances and guidelines.
Note: "Sensitive Information" refers to sensitive information set forth in Article 6 of the Guidelines for Personal
Information Protection in the Financial Field.
7. Notice of Matters, Disclosure, Amendment or Suspension of Use of Personal Data Held by the Company
under the Act on the Protection of Personal Information
In accordance with the Act on the Protection of Personal Information, the Company makes efforts to respond
appropriately and promptly to requests concerning notice of matters, disclosure, amendment or suspension ofuse of personal data.
For details on specific requests, please direct requests as shown below in 9. Contact Information. Whileconfirming that the person making the request is the actual relevant person, procedures will be undertaken after148

filling out the Company's designated forms and, in principle, the Company will respond in writing at a later date.
The Company shall receive its self-prescribed service fee for responding to disclosure requests.
Procedures for requesting disclosure, etc. (in Japanese)
8. Management of Personal Data
To prevent divulgence, loss or damage of personal data and ensure safety management of other personal data,
the Company implements adequate security measures while working to assure the accuracy and recentness ofdata needed to attain the Purpose of Use.
9. Contact Information
The Company responds appropriately and quickly to complaints and consultations regarding the handling of
personal information. For referrals and consultations concerning the Company's handling of personal
information or personal data, please make inquiries as follows.
Point of contact: Tokio Marine Holdings Internal Control Department
Telephone: 0120-789-967
Business hours: 9am - 5pm, excluding Saturdays, Sundays, holidays and year-end and new year holidays
10. Company List
The Company's Group companies and business partners mentioned in 2. Purpose of Use of Personal
Information and in 5. Joint Use with the Company's Group Company's and Business Partners are indicatedbelow.
(1) Group Companies: Tokio Marine Group(2) Business partners: There are no business partners to which the Company provides personal data.
Note: Personal information of employees of the Company shall not necessarily be treated in accordance with thispolicy.
Adopted on March 7, 2005
Revised on August 11, 2011

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

Certification dateCertification

Tokio Marine & Nichido Communications

Mar. 2006

ISMS

Tokio Marine & Nichido Systems

Dec. 2006

ISMS ITSMS*

Tokio Marine & Nichido Risk Consulting

Jun. 2007

Privacy Mark

Millea Mondial

Aug. 2007

Privacy Mark

Sep. 2007

ISMS

Tokio Marine & Nichido Medical Service(Health Promotion Dept.)*

Aug. 2006

Third-party certification system on operational management of IT services (ISO/IEC 20000)

149

Social Responsibility
Key Issue -Governance-

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

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

Adopted on November 30, 2004
Revised on September 29, 2010150

Social Responsibility
Key Issue -Governance-

Disclosure Materials
Tokio Marine Holdings and its domestic insurance business companies prepare and strive to enhance the content
of disclosure materials.
IR Library

WebsitePlease refer to the following for information disclosure concerning Tokio Marine Holdings and each insurance
business company.
Tokio Marine Holdings
Tokio Marine & Nichido Fire Insurance
Nissin Fire & Marine Insurance (in Japanese)
E. design Insurance (in Japanese)
Tokio Marine Millea SAST Insurance (in Japanese)
Tokio Marine & Nichido Life Insurance (in Japanese)
Tokio Marine & Nichido Financial Insurance (in Japanese)

Rating Information
Please refer below for information concerning rating information for Tokio Marine Group companies.
Rating Information

151

Sustainability Report 2012

Relations with Stakeholders• Relations with Customers• Relations with Shareholders and Investors• Relations with Employees• Relations with Agents• Relations with Suppliers• Relations with Local Communities and SocietySocial Responsibility
Relations with Stakeholders

The Tokio Marine Group believes that building a relationship of trust through dialogues and cooperation with all
stakeholders, including customers, is important for implementing high quality CSR management.

The Tokio Marine Group values feedback from our

The Tokio Marine Group is working to realize soundcustomers and is carrying out daily initiatives toand highly transparent corporate governanceenhance quality in order to earn customer trust.

through promoting information disclosure and theexchange of opinions in a timely and appropriatemanner.

The Tokio Marine Group will continuously build an

The Tokio Marine Group is building trustworthy

open and dynamic corporate culture that enables

partnerships and undertaking collective efforts toeach and every employee to demonstrate his or her

truly enhance operational quality from a customer

creative potential.

standpoint.

The Tokio Marine Group aims to realize sustainable

Business activities are realized with the support ofdevelopment and fulfill our social responsibility

everyone in local communities. With this in mind,

together with all business partners.

the Tokio Marine Group conducts various activities
in respective regions worldwide.
*

Linked with "Local Community and Social Contribution
Activities" pages.

153Social Responsibility
Relations with Stakeholders

The Tokio Marine Group establishes the basic

The Tokio Marine Group continuously promotes

policies for protection of customers' interests andinitiatives to enhance quality from a customer

develops a system to thoroughly promote being

standpoint in accordance with the Group's corporate

customer-oriented and pursue various aspects

philosophy: "Through the provision of the highest

including customer protection.

quality products and services, Tokio Marine Groupaims to deliver safety and security to all ourcustomers."

Based on the Group's common standards related tocustomer comments, each company of the Tokio
Marine Group has formulated a response policy inorder to develop a structure to utilize customer
opinions for improving products and services.

154

Social Responsibility
Relations with Stakeholders

The Tokio Marine Group establishes the basic policies for protection of customers' interests and develops asystem to thoroughly promote being customer-oriented and pursue various aspects including customer protection.
Additionally, we have formulated the Tokio Marine Group Policies for Managing transactions involving conflicts ofinterest and through compliance with these policies by directors, officers and employees work to managetransactions involving conflicts of interest to ensure that clients' interests are not unduly harmed.

155

Social Responsibility
Relations with Stakeholders

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

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

156

Social Responsibility
Relations with Stakeholders

Image of improving quality that Tokio Marine & Nichido is aiming for

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

157

Social Responsibility
Relations with Stakeholders

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

*Re-examination Request System(Tokio Marine & Nichido).
In cases where customers do not concur with the decision made by the claims service bases that are
involved with the payment of insurance claims, the Re-examination Request System can be used uponrequest by customers (including policyholders and insured persons). Under the Re-examination Request
System, the Claims Service Examination Committee, which is a closed-door committee comprised ofexternal specialists (doctors and lawyers), re-examines the decision made by the claims service baseresponsible for the case using re-examination request documents and materials submitted by relevant
parties. The results are subsequently reported to customers who requested the re-examination via
correspondence.
Tokio Marine & Nichido Re-examination Request System (in Japanese)
Tokio Marine & Nichido Re-examination results by the Claims Service Examination Committee (inJapanese)158

Social Responsibility
Relations with Stakeholders

Claim Payment Procedures

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

Claims Service System in Japan (As of July 2012)

Number of service bases

Staff

Tokio Marine & Nichido

Nisshin Fire

239

98

Approx. 9,800(As of August 2011)

1,163

Lawyers

Approx. 440

53

Consulting physicians

Approx. 95

12Approx. 65-

Approx. 2.70 million

Approx. 0.22 million

Tax accountants/Accountants
Number of automobile
accident settlements reached(/year)159

Social Responsibility
Relations with Stakeholders

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

160

Social Responsibility
Relations with Stakeholders

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

Tokio Marine & Nichido Customer Feedback Response Policy

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

Structure to Make Improvements Based on Customer Feedback
We are undertaking initiatives to improve products and services by sharing information about customer feedback
gained through various tools such as surveys and needs perceived by employees and agents as they come incontact with customers. For example, Tokio Marine & Nichido, Tokio Marine & Nichido Life and Nisshin Fire entersuch feedback into a unified management system which is set up on their respective intranets, in order to analyze
customer feedback. This feedback is then utilized for various purposes such as the development and improvementof products, administrative work and systems. Additionally, Tokio Marine & Nichido conducts regular meetings with
consumer advisors in order to identify problems and improve the situation from external standpoints. In this way,such activities are helping to enhance the ease of understanding of the details of documents.

161

Social Responsibility
Relations with Stakeholders

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

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

Listening to Customer Feedback
Each Group member company is actively listening to customer feedback through various means such as via
customer surveys, customer consultation calls, consultation and inquiries sections on company websites,
information gathering via agents and personnel in charge of sales. From the perspective of enhancing thetransparency of initiatives regarding customer feedback, the number of feedback comments received, details ofclaims and examples of developing and improving products and services carried out based on such feedback aremade public via company websites in greater detail.
Tokio Marine & Nichido is conducting surveys for policyholders in relation to auto insurance, fire insurance, Super
Insurance and medical insurance products. The aim is to validate whether the company is appropriately providing
explanations regarding details of coverage, premiums payments and explanations to rider services as well as
important terms, and verifying the intent and the scope of insurance coverage, including building structures.
Tokio Marine & Nichido Life is obtaining customer feedback by enclosing surveys along with notices regarding
contract details, insurance policies and other relevant documents that are sent to all policyholders once a year.
Nisshin Fire is obtaining evaluations or the level of satisfaction toward the company or agents from 3,000
customers who are randomly selected from among auto insurance policyholders. In fiscal 2011, 696 customers
responded and opinions received are being utilized to enhance the quality of products and customer response.
Additionally, initiatives are also being undertaken whenever necessary at the time of contract or payment of
insurance claims by directly asking customers about their evaluation of the company and agents in terms ofcustomer response. Surveys at the time of signing a contract are being conducted via the Internet while surveys

162

during claims payment are conducted via mail. A total of approximately 35,000 customers responded in fiscal
2011.

Customer Satisfaction (Fiscal 2011)
Tokio Marine & Nichido
Overall Level of Satisfaction regarding Products

Overall Level of Satisfaction regarding Contract

and Services

Procedures

Results of Auto Insurance Survey: Level of Satisfaction regarding Overall Claims Services 94.6％

163

Social Responsibility
Relations with Stakeholders

Tokio Marine & Nichido Life

The survey enclosed with the Notice Regarding Contract Details to which 27,805 people responded by the end of
September 2011 was analyzed.

164Social Responsibility
Relations with Stakeholders

Dissatisfaction Feedback
Tokio Marine & Nichido

Dissatisfaction Feedback
Tokio Marine & Nichido Life

Status of customer feedback for respective Group company websites (in Japanese)
Tokio Marine & Nichido: "Overview of customer feedback"Nisshin Fire: "Response to customer complaints"
Tokio Marine & Nichido Life: "Status of customer feedback"165

Social Responsibility
Relations with Stakeholders

Examples of Improvements Based on Customer Feedback (Fiscal 2011)<Customer comments>
I get worried when I borrow a car from my parents or friends. It would be nice to have an auto insurance that I canenroll in only when I borrow a car.
<Details of improvement>
Tokio Marine & Nichido launched One Day Auto Insurance (driver insurance available in the unit of days). This
product has enabled customers to enroll in insurance only during necessary days through a simple procedureusing mobile phones. The product is available as of January 2012.

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

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

Kokorokara Booklet
Cover page and inside text "We want to make our field of specialization the cultivation of human values. There isno end to the cultivation of human values."
Note: Japanese, English and Chinese versions are also available.

166

Social Responsibility
Relations with Stakeholders

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

Enhancing Returns to Shareholders
Tokio Marine Holdings strives to enhance returns to shareholders through the payment of dividends andacquisition of treasury stocks, while also securing the collateral strength needed for sound business management.
Regarding dividends, we are maintaining stable dividends with a target payout ratio of 40% - 50% of averageadjusted earnings (excluding embedded value (EV)). In fiscal 2011, the amount of total annual cash dividends was
50 yen per share with a dividend payout ratio of 48% versus average adjusted earnings (excluding EV).
Additionally, acquisition of treasury stocks will be implemented flexibly by taking into account the market
environment, capital status and business opportunities in a comprehensive manner.
See "Returns to Shareholders" for details.

167

Social Responsibility
Relations with Stakeholders

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

Disclosure Policy of the Tokio Marine GroupWe aim to disclose meaningful information regarding the Tokio Marine Group that enhances managementtransparency and fairness in connection with our "Corporate Social Responsibility."
1. Disclosure Policy
It is our policy to expeditiously disclose information in accordance with the Securities Listing
Regulations stipulated by the Tokyo Stock Exchange.
We strive for timely, accurate and fair disclosure of other information that is relevant to our customers,
shareholders and investors, representative offices and employees, as well as Japanese society atlarge.
2. Disclosure Methods
Disclosure pursuant to the Tokyo Stock Exchange rules, regulations and other requirements is madethrough the Timely Disclosure network, or TDnet, as well as the press and other appropriate means.
We subsequently post disclosed information on our website.
Other disclosure is made in a manner appropriate to the content of the relevant information.
3. Disclaimer
Disclosure made based on this Disclosure Policy is intended to accurately, expeditiously and fairly
inform the public regarding the Tokio Marine Group's activities and is not intended to constitute an
investment offer or solicitation.
Adopted on November 30, 2004
Revised on September 29, 2010168

Social Responsibility
Relations with Stakeholders

Proactive IR Activities
Tokio Marine Holdings carries out continuous dialogue (investor
relations) with shareholders, investors and securities analysts,
with the President and other executives playing central roles.
In fiscal 2011, in addition to two briefings for institutional
investors, a total of 173 meetings were held through visiting
institutional investors overseas along with meeting withinstitutional investors in Japan and around the world. Additionally,
briefings were also held for individual investors.
Opinions and suggestions received via various types of briefing
sessions, one-on-one meetings and other means are

Briefing for individual investors

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

September 2011: Implemented investor seminar hosted by a
IR Briefings for Individual Investors

securities company in addition to a briefing for individual
investors.

Briefings for analysts and institutional
investors

Held financial results and investor relations briefings (twice
annually) and briefing sessions for institutional investors as
appropriate.
Held a total of seven briefings in the United States, Europe andBriefings for overseas investors

Asia and implemented individual meetings for 173 overseas
institutional investors.
Posted information of financial results and disclosure materials
besides financial results on the company website in an

IR materials posted on website

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

Additionally, we proactively disclose information on our website with regard to financial information, Groupstructure, management strategies and CSR activities. Through our website, we are striving to promote "visible IR"that familiarizes people with the Group and gives them a sense of trust. In recognition of these initiatives, theCompany website was number one in the insurance industry for the third consecutive year on Gomez Consulting's"Investor Relations Site Ranking 2012." It was also selected as the best website (ranked number one by industry)
for the second consecutive year in Nikko Investor Relations Co., Ltd.'s "Fiscal 2011 Listed Company Website
Quality Ranking."

169

Social Responsibility
Relations with Stakeholders

We are aiming to enhance employees' work

The Tokio Marine Group considers its employees tosatisfaction along with efforts to "continuously build

be its most valuable assets. With this in mind, thean open and dynamic corporate culture that enables

Tokio Marine Group is creating "a corporate culture

each and every employee to demonstrate his or herthat encourages self-improvement and thecreative potential" through a transparent and fairdevelopment of human resources" throughpersonnel system.

comprehensive employee training centered on onthe-job (OJT) training and ongoing support for selfdevelopment.

The Tokio Marine Group promotes diversity

In response to changes in environments faced bythroughout the group by progressively moving

families and local communities, the Tokio Marine

forward in the promotion of the employment ofGroup has been working to achieve a harmonious

individuals with disabilities, promotion of femalebalance between work and personal life from theemployees taking active roles and the creation of aperspective of creating a corporate climate in which

workplace in which older employees with a wealthemployees respect each other's diverse values.

of knowledge and experience can take active roles.

Each member company of the Tokio Marine GroupThe Tokio Marine Group is working to enhance

has been making efforts to create an environment incommunication with employees through various

which employees can work with vitality by providing

initiatives such as direct dialogue between

both physical and mental health care for its

employees and executives, building of sound labor-

employees.

management relations and holding of Family Day
for employee families to gain an understanding
about employees' work.

170

Social Responsibility
Relations with Stakeholders

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

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

Basic Data
Number of employees (as of March 31, 2012)
Total number of employees

30,831

Domestic Group companies

24,624

Overseas Group companies

6,207(Asia: 2,229; North and Central Americas: 3,414; Europe: 564)

Basic employee data (at Tokio Marine & Nichido as of March 31, 2012)
Average age:

41.0

Average years continuously employed:

10.6 years

Average salary:Approx. 7,540 thousand yen

171Social Responsibility
Relations with Stakeholders

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

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

putting yourself in the other party's shoes

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

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

172

Social Responsibility
Relations with Stakeholders

Global training
Global Job Rotation

Human Resources Development Cycle (Tokio Marine & Nichido)

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

*2"I-turn" transfers: A transfer in which employees not subject to relocation can continue working after changing
localities due to reasons such as marriage or a spouse's relocation.

Job Request System (Tokio Marine & Nichido)

Fiscal year

Applicants

Approval

Fiscal 2010

271

99

Fiscal 2011

303

126

173

Social Responsibility
Relations with Stakeholders

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

Promoting the Employment of Persons with Disabilities
Based on its vision to "broadly accept persons with disabilities without adhering to the statutory employment rate to
become a corporate Group in which diverse personnel are working enthusiastically," the Tokio Marine Group is
promoting the employment of persons with disabilities and working to achieve normalization (creating a workplaceculture in which employees can exert their capabilities to the fullest regardless of disabilities). The percentage of
employees with disabilities within the overall domestic Group stood at 2.08% as of June 1, 2012.

Promoting the Employment of Persons with Disabilities through a Special Subsidiary
In January 2010, we have established Tokio Marine Business Support Co., Ltd. with the aim of promoting theemployment of persons with intellectual and developmental disabilities. The company hires employees centeringon persons with intellectual and developmental disabilities who are considered to have less employment
opportunities among persons with disabilities. The company is conducting operations that include document
shipping, data input and processing, printing, production of name cards and wet shredder processing.
The company initially commenced operations with 54 executives and regular employees (including 34 persons withdisabilities). In April 2011, Tokio Marine Business Support merged with Tokio Marine & Nichido Operations, which
specializes in management, delivery and printing of business documents, and Tokio Marine & Nichido Corporation,
the provider of office services which include sales of office supplies. As of July 1, 2012, 236 people (including 82
persons with disabilities) are working at bases in Tokyo, Osaka, Nagoya and Fukuoka.
Based on its management philosophy to (1) be an organization that provides support instead of being a support
recipient, 2) be a company in which employees can have their dreams and take pride in, and 3) expand
opportunities for taking active roles, the company is focusing on creating an environment in which employees canwork enthusiastically with a sense of satisfaction. This is achieved through adopting various inititaives such as
assigning work according to the suitability of each and every employee, implementing monthly individual interviews
and making visual appeals of points to take note of or work processes using a whiteboard. Work quality is
becoming more advanced as a result of conducting operations for nearly one year.
In the future, the company plans to broaden the field for persons with intellectual and developmental disabilities totake active roles by expanding operations through cultivating operations that could be outsourced from respective
Tokio Marine Group companies.
Tokyo Marine Business Support (in Japanese)174

Social Responsibility
Relations with Stakeholders

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

Promoting Career Opportunities for Female Employees
Given that about 50% of its employees are women, the Tokio Marine Group considers it important to make themost of their attributes and strengths, and to give them the opportunity to participate in a wider field of activities.
This, in turn, improves our ability to respond to the diverse needs of customers.
Each domestic Group member company has been regularly holding the WOMEN & MEN's FORUM since fiscal
2005 to provide opportunities for creating a corporate culture in which female employees can take active roles andenable them to personally consider about their future career visions. In fiscal 2011, to progress from "female
employees taking actives roles" to "each and every employee taking actives roles," the forum convened under thetheme of "aiming to be a company that continuously achieves growth." Approximately 220 Tokio Marine Group
employees participated in the forum, which consisted of lectures from invited external lecturers and group
discussions by participants. Additionally, initiatives are also carried out to create a workplace to support
employees' active participation throughout the company. By doing so, we aim to accelerate the reform of roles ofeach and every employee who has been continually promoted to date, and in turn, contribute to realizing growth of
the Tokio Marine Group.
Number of female managers (Tokio Marine Group as of July 1, 2012)
Tokio Marine & Nichido

91

Nisshin Fire

13

Tokio Marine & Nichido Life

10

Tokio Marine & Nichido Financial Life

26

Total

196

175

Tokio Marine Millea SAST Insurance

5

E. design Insurance

2

Other

49

Total

196

System for Continued Employment for Older Employees
The Tokio Marine Group considers actively promoting the employment of older members to be an importantmanagement issue in maintaining the sustainable growth of the Group as a whole. In addition to encouraging
continuous self-advancement and changes in consciousness and behavior on the part of employees themselves,
the Group intends to provide fields of activity in which employees can utilize their past experiences and strengths
to generate new added value while mainTaining high levels of motivation.
Numbers of employees using the system for continued employment(Tokio Marine Group as of July 1, 2012)
Tokio Marine & Nichido

312

Nisshin Fire

23

Tokio Marine & Nichido Life

4

Tokio Marine & Nichido Financial Life

5

Other

64

Total

408

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

176

Social Responsibility
Relations with Stakeholders

Global Training
The Tokio Marine Group launched the Senior Global Leadership Development Program (SGL), a training programfor overseas local employee managers aimed at nurturing various human resources in respective countries
worldwide regardless of nationality, age and gender. For this program, future leader candidates gather fromrespective countries around the world to participate in programs that are conducted over a five-month period,
including group training held on three occcasions in Odawara, London and Tokyo.
Through SGL, participants are expected to achieve the following three goals:(1) Gain a deep understanding of management philosophy, culture, history and business strategies of the Tokyo
Marine Group(2) Influence Tokio Marine Group management strategy through proposing projects to management(3) Build a global personnel network
Participants are divided into three teams, whereby three project themes established by each team are promoted.
The projects are promoted while interacting with members possessing various backgrounds and experiencing twoway sessions related to leadership skills. On the last day of training, each group proposes a project to Tokio
Marine Group management.

Global Job Rotation
The Tokio Marine Group started the Global Job Rotation Program from fiscal 2011 as part of promoting theappropriate allocation of personnel in order to actively utilize overseas local employees with enthusiasm andability. This program is an important project for the Group's globalization. The Tokio Marine Group believes that theeffective utilization of personnel will enhance the Group's competitiveness and deepen its human resources base,and in turn, lead to evolving the corporate culture. The three main objectives of developing the Global Job Rotation
Program are as follows.
(1) Provide overseas local employees with opportunities to advance their careers and aim to boost their motivation
as a means of securing and maintaining competent personnel.
(2) Fully utilize the experience and knowledge accumulated in the Tokio Marine Group transcending countries orregions.
(3) Promote globalization with a particular emphasis on the Head Office in Japan with the aim of realizing
corporate cultural reforms and fostering a global mindset.
Since the program was launched in fiscal 2011, the Head Office in Japan has been accepting approximately 10
local employees from respective countries overseas over a short period, in which they work together withJapanese employees in various departments, including the human resources, IT and reinsurance departments. In
the future, we are considering further enhancing this program by accepting overseas local employees to the Head
Office in Japan over a long period.

177Social Responsibility
Relations with Stakeholders

Enhancement of Work Satisfaction
Each Group member company is working to create an environment in which employees can work enthusiastically.
Tokio Marine & Nichido Systems believes that employees' voluntary participation in the process of considering
what can be done to make our workplace more comfortable will contribute to enhancing work satisfaction. On thisbasis, the "Waku Waku Workstyle" is being promoted as a company-wide effort.
"Waku Workstyle Office" is an activity in which employees carry out initiatives by themselves by soliciting
improvement ideas based on the concept of creating a workplace environment in which all employees, including
persons with disabilities, can work with a sense of enthusiasm. Various ideas, whether they are small or major,
have been realized to date. These include the establishment of signboards and library corners, the introduction ofa free layout that allows moving desks freely and the establishment of the Future Center for developing creative
discussions. At the same time, we focused on system planning to enhance teamwork such as quickly introducing
the mentor-mentee system. In recognition of these initiatives, in fiscal 2011, we received the Corporate andOrganizational Vitalization Category Award at the 2nd National General Affairs Award (Nana Corporate
Communication) and were selected as a company that is a great place to work (as determined by the Great Place
to Work® Institute Japan and published in Nikkei Business magazine) for the third consecutive year since 2008.
Additionally, we were ranked as the best company in the 6th Listing of Great Places to Work 2012.
• Free Layout Office
Changes were made to offices by adopting movable desks and eliminating side file cabinets so that the layout ofdesks can be changed according to team meetings and work phases.
• Future Center
A conference room was established in a building located at a distance slightly away from the head office as a place
to discuss issues that are difficult to resolve in daily workplaces in a cooperative and creative manner in a freeflowing atmosphere. Employees who have received facilitator training facilitate meetings to enable more effective
discussions.
• Mentor-mentee system
Under this system, senior employees (mentors) from different departments offer advice and support young
employees (mentees) to build relationships between supervisors and subordinates.

178Social Responsibility
Relations with Stakeholders

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

Diverse and Flexible Style of Working
As an initiative to support diverse and flexible working styles, the Group has established a range of systems
including nursing care leave and volunteer work leave. The "I-Turn System" under Tokio Marine & Nichido's Job
Request System has also been designed in consideration of flexible working styles.
*"I-turn" transfers: A transfer in which employees not subject to relocation can continue working after changing
localities due to reasons such as marriage or a spouse's relocation. The Tokio Marine Group supports thebalance between work and childcare.
Number of Employees Who Used the Systems (Domestic Companies Subject to Consoldiation)
Fiscal 2010

Fiscal 2011

Nursing care leave

94

Volunteer work leave*

152

151

* Results of Tokio Marine & Nichido only.

179Social Responsibility
Relations with Stakeholders

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

Tokio Marine & Nichido has introduced "8 packages of full childcare support" as a system for protecting
motherhood and childcare support. In recognition of this system and the company's other proactive initiatives for
employees' childcare support, Tokio Marine & Nichido received the Himawari Award 2010 in the corporate
category from Himawari no Kai, a non-profit organization approved by the Cabinet Office, Government of Japan.
Additionally, in October 2010, the company won the excellent prizes in both sections of the "equality promotion
company section" and "family-friendly company section" by the Director of the Tokyo Labor Bureau at the 2010
Equality/Balance Promotion Company Commendation, which is hosted by Japan's Ministry of Health, Labor andWelfare. In February 2011, the company also received the Outstanding Award under the 2010 Nagoya City
Childcare Support Company Certification and Commendation System, which is implemented by Nagoya City; andin January 2012, the company won the Excellent Award under the system of approving and awarding companies
promoting the active participation of women in Nagoya City in fiscal 2011.
At the same time, Tokio Marine & Nichido Life has been promoting the upgrade of systems such as enabling
employees, who utilize the Life Balance System (Short Working Hours System), to set their working hours in 30minute increments.
Additionally, in recognition of proactive initiatives for employees' childcare support, Tokio Marine & Nichido, Tokio
Marine & Nichido Life and Tokio Marine & Nichido Systems were granted the "Next Generation Certification Mark
(Kurumin)" subsequent to accomplishing the "General Business Owner Action Plan based on the Next Generation
Nurturing Support Measures Promotion Law" by the Tokyo Labour Bureau.
Number of Employees Who Used the Systems (Domestic Companies Subject to Consolidation)

Systems

Fiscal 2010 (As of July 1,

Fiscal 2011 (As of July 1,

2011)

2012)

(1) Retiree rehiring system

2626(2) Maternity leave system

302

405

(3) Childcare leave system

505 (incl. 25 male employees)

630 (incl. 17 male employees)

414

501

(4) Short working hours system

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

180

Social Responsibility
Relations with Stakeholders

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

Health Management
Each member company of the Tokio Marine Group establishes Health Management Offices and Health
Consultation Offices with industrial physicians and nursing staff at main bases and carries out various measures
such as measures for metabolic syndrome and helping persons to stop smoking.
Rate of Employees who Received Health Check (Domestic Companies Subject to Consolidation)
Fiscal 2010

Fiscal 2011
99.9%

99.6%

Industrial Accidents (Domestic Companies Subject to Consolidation)
Fiscal 2010

Fiscal 2011

Occupational accidents

60 persons

58 persons

Commuting accidents

52 persons

48 persons

Mental Health Care
The Tokio Marine Group established the Basic Policy on Mental Health Measures and is actively promoting mental
health measures by recognizing the importance of pursuing the maintenance and improvement of employees'
mental health in terms of corporate management.
As a measure to maintain good mental health, Tokio Marine & Nichido posts information related to mental healthon the company's intranet to promote self-management and line care. At the same time, initiatives are also
undertaken to maintain a good workplace environment by posting stress check tools for measuring the level ofmental health in the organization. Additional support includes setting up a mental health counseling desk withnursing staff and counselors, and providing assistance for employees who are on leave in resuming work byspecialists both internally and externally.
Other Group companies, including Nisshin Fire, Tokio Marine & Nichido Life and Tokio Marine & Nichido Financial
Life have also been working to deepen understanding of mental health matters by conducting mental healthtraining while also developing counseling systems.

181

Social Responsibility
Relations with Stakeholders

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

Direct Dialogue between Employees and Executives
With the goal of vitalizing communication between employees andexecutives, since fiscal 2006 Tokio Marine & Nichido has held offsite
meetings known as "Wednesday dialogues." In fiscal 2011, four sessions
were held in total at the Head Office and in Osaka. A total of 130 people
took part in these dialogues, which featured the frank exchange of opinions
between employees and executives. A total of 45 dialogues have been
held since fiscal 2006.
In addition, regarding dialogues with the president held during his visits tothe front lines of business since fiscal 2007, a total of 371 employees
participated and dialogues were held with 5,758 employees in Hokkaido,
Sendai and Osaka. A total of 159 persons have also taken part in "Free
Talks," in which executives in charge of the service departments visit thefront lines. Free Talks sessions were held in six locations nationwide.
Each of these programs has been evaluated highly as leading to an
improvement in motivation through the direct communication ofmanagement's rationale and the directions in which the company ismoving.

Sound Labor-Management Relations
Tokio Marine & Nichido builds strong relationships of trust by means of labor contracts concluded between thecompany and its labor union (approximately 15,400 members). The company conducts negotiations andconsultations nearly 40 times annually with its labor union regarding a wide range of topics, from payroll andhuman resources systems and workplace health and safety to management policies, through such means as jointlabor management conferences and daily consultations between permanent representatives. Additionally, thecompany is also conducting negotiations and consultations in a sincere manner with other labor unions.
Labor Union Participation Rate(Domestic Group Companies)
Fiscal 2010

Fiscal 2011

81.1%

79.8%

182

Social Responsibility
Relations with Stakeholders

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

183

Social Responsibility
Relations with Stakeholders

The Tokio Marine Group endeavors to build

In order to meet customer expectations and earn

partnerships based on trust and improve the quality

their trust so that customers are able to consult usof operations through smooth communication with

about insurance with reassurance, each company ofagents.

the Tokio Marine Group is developing various
measures, including educational programs andtraining systems for agents.

184Social Responsibility
Relations with Stakeholders

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

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

Working Together with Agents on Initiatives to Improve the Quality ofOperations
To realize "Anshin (reassuring) quality," which is basic standards that are indispensable in terms of products andservices provided to customers, Tokio Marine & Nichido perpetually implements "risk-based" initiatives, which
involves efforts carried out since fiscal 2010 to realize improvements based on qualitative clerical work indicators.
At the same time, with regard to an agent commission system, we conduct assessments using various factors that
include "quality items," "growth items (scale, revenue increase rate, claims ratio)" and "partnership items (including
consulting capability, quality of agent management and claims service response capability). By doing so, we haveestablished an incentive system that supports "agents that are achieving growth by being selected by customers interms of quality." Going forward, we will promote reforms towards a new business model utilizing tablet devices
and smartphones to realize a comfortable experience for customers when they enroll in insurance. In this respect,insurance companies and agents will work hand-in-hand to deliver "Anshin (reassuring) quality" to all customers
and strive to expand customer support.
Nisshin Fire has also established its "Customer Standards" for agent operations such as the procedures forbinding insurance contracts, an explanation of products and actions to be taken when an accident occurs, and has
been proceeding with initiatives so that all its agents across Japan may provide customers with uniform and a highlevel of services. Additionally, although agents' commissions were conventionally determined by considering thelevel of contribution and other relevant factors in addition to the size of premiums written, Nisshin Fire drasticallychanged the structure, whereby the company will conduct an evaluation of "level of achievement of operations as
an agent in terms of providing services and support for customers" to decide agents' commissions. In this respect,
the company has shifted the concepts from "scale" to "function" and from "quantity" to "quality," thereby adopting185

an "agent commission system based on the customer's perspective" that is aimed at raising the quality of
insurance sales.

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

TNet top screen

further achieve customer satisfaction.
*TNet is an online agent system provided by Tokio Marine & Nichido with the intent of
supporting agents in enhancing the quality of insurance business operations andincreasing operational efficiency.

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

186

Social Responsibility
Relations with Stakeholders

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

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

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

Screen shot of Tokio Marine &business scenes, as well as case studies and tests to check on what has

Nichido Academy

been learned.
This program is available via TNet.

187

Social Responsibility
Relations with Stakeholders

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

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

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

Agent Trainee System
Tokio Marine & Nichido and Nisshin Fire have established trainee systems for the development of their exclusive
professional agents. As of the end of March 2012, 1,131 persons participate in the system of Tokio Marine &Nichido, learning highly professional knowledge and skills in areas such as insurance products and sales
techniques over a period of 38 months. In addition to this group training across all outlets, practical education is
also conducted through training by advisors in the workplace and on-the-job training as a means of nurturing
excellent risk consultants.
Nisshin Fire also has established the Risk Advisor Employee System for acquiring various knowledge and practicalwork experience that are necessary for selling insurance while being engaged in soliciting contracts and related
work for a certain period.
Tokio Marine & Nichido Insurance Planner System (in Japanese)188

Social Responsibility
Relations with Stakeholders

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

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

189

Social Responsibility
Relations with Stakeholders

Outsourcing Management
The Tokio Marine Group has established the Tokio Marine Group Policies for Outsourcing Management in order toprotect customers, enhance convenience and ensure soundness and appropriateness of our operations in theevent of outsourcing a portion or all of our operations.
Based on this policy, Tokio Marine & Nichido also selects its contractors according to the standard for selecting
outsourcing contractors and information security management system standard. At the same time, each year, thecompany also conducts investigations of the actual status of outsourcing contractors based on the regulations
related to outsourcing contractor management, which stipulates the management system for outsourcing
contractors.

190

Sustainability Report 2012Management Information

Social Responsibility
Management Information

Introduction to Tokio Marine Holdings' management information

Corporate profile

Company name: Tokio Marine Holdings, Inc.
Headquarters:

Tokio Marine Nichido Building Shinkan,
1-2-1 Marunouchi, Chiyoda-ku, Tokyo 100-0005, Japan

Telephone:

03-6212-3333
Access Map

192

Social Responsibility
Management Information

Business Domains of the Tokio Marine Group and major Group Companies

193

Social Responsibility
Management Information

Major Insurance Business Companies
Non-Life Insurance Business Companies (Domestic)
Tokio Marine & Nichido Fire

Nisshin Fire & Marine Insurance

Insurance Co., Ltd.

Co., Ltd.

Established: August 1, 1879

Established: June 10, 1908

Capital: 101.9 billion yen

Capital: 20.3 billion yen

Net premiums written: 1,783.0

Net premiums written: 136.6 billion

billion yen

yen

Total assets: 8,368.0 billion yen

Total assets: 408.9 billion yen

Number of employees: 17,465

Number of employees: 2,606

Headquarters: 1-2-1 Marunouchi,

Headquarters: 2-3 Kanda

Chiyoda-ku, Tokyo, Japan

Surugadai, Chiyoda-ku, Tokyo,(As of March 31, 2012)Japan(As of March 31, 2012)

Life Insurance Business Companies (Domestic)
Tokio Marine & Nichido Life

Tokio Marine & Nichido Financial

Insurance Co., Ltd.

Life Insurance Co., Ltd.

Established: August 6, 1996

Established: August 13, 1996

Capital: 55.0 billion yen

Capital: 68.0 billion yen

In-force policies (individual

In-force policies (individual

insurance + individual annuity):

insurance + individual annuity):

19,778.1 billion yen

2,706.7 billion yen

Total assets: 3,882.8 billion yen

Total assets: 2,239.3 billion yen

Number of employees: 2,254

Number of employees: 263

Headquarters: 5-3-16 Ginza, Chuo-

Headquarters: INTEGRAL

ku, Tokyo, Japan

TOWER, 1-2-1 Kamiogi, Suginami-(As of March 31, 2012)

ku, Tokyo, Japan(As of August 13, 2012)194

Social Responsibility
Management Information

International Insurance Business Companies
Philadelphia Insurance

Kiln Group

Companies

Established: 1962

Established: 1962

Net premiums written: GBP437

Net premiums written: USD2,034

millionmillionTotal assets: GBP1,309 million

Total assets: USD7,417 million

Number of employees: 341

Number of employees: 1,573

Headquarters: London, United

Headquarters: Bala Cynwyd,

KingdomPenssylvania, USA(As of December 31, 2011, local(As of December 31, 2011, local

financial accounting basis, number

financial accounting basis, numberof employees as of March 31,

of employees as of March 31,

2011)

2011)

Delphi Financial Group, Inc.
Established: 1987
Insurance premiums and fee
income: USD1,564 million
Total assets: USD8,634 million
Number of employees: 1,964

Overseas Network
Expatriate staff: 202
Local staff: Approx. 23,000
Claims agents: Covers 236 countries and regions(As of March 31, 2012)

Headquarters: Wilmington,
Delaware, USA(As of December 31, 2011, local
financial accounting basis, numberof employees as of March 31,
2011)

195

Social Responsibility
Management Information

About Tokio Marine Holdings
Message from the
President

Company Information

Members of Management

Message from our
President, Shuzo Sumi.

Our company profile(common stock, date ofestablishment, etc.) isoutlined.

Lists of directors, corporate
auditors and officers.

Corporate Strategy

Corporate Philosophy

Group Code of Conduct

Explanation of our midterm corporate strategy"Innovation andExecution 2014".

With customer trust as thefoundation for all its activities,
Tokio Marine Group continually
strives to raise corporate value.

Code of conduct of the Tokio
Marine Group is outlined.

Basic Policies for Internal
Controls

Organizational Chart

Corporate Symbol

Organizational chart of Tokio
Marine Holdings is described
here.

Description of our corporate
symbol is outlined.

Tokio Marine Holdings
establishes basic policies forinternal controls underCompanies Act and Ordinancefor Enforcement of theCompanies Act.

196

Sustainability Report 2012

CSR Library• Editorial Policy• Key Performance Data
• Download the Sustainability Report• External Assurance• GRI Content Index• Recognition about ISO 26000

Social Responsibility
CSR Library

Our editorial policy is to report on the principle CSR

Principle quantitative data for the CSR activities ofactivities of the Tokio Marine Group in fiscal 2011 to

the Tokio Marine Group.

all of our stakeholders.

Tokio Marine Group's latest sustainability report and

The Tokio Marine Group has received assurance

its archives.

from an external institution for the e-CSR Report.

The Tokio Marine Group's CSR activities that have

The Tokio Marine Group is reviewing its CSR

a high degree of importance and that are highly

activities based on ISO 26000 standards to further

relevant as topics.

improve its CSR.

198

Social Responsibility
CSR LibraryThis CSR Report is intended to report on the principal CSR activities of the Tokio Marine Group in fiscal 2011 tocustomers and all other stakeholders.

We have positioned our web-based report on our CSR website as the full report, the "Sustainability Report," which
focuses mainly on the philosophy and direction of the Tokio Marine Group's CSR as well as our activities based on
three key issues (environment, social and governance), and disclose detailed information on our initiatives for eachof our stakeholders along with relative data. This web-based report can also be viewed as a PDF file, the "Tokio
Marine Group Sustainability Report 2012." Additionally, this report is issued in conjunction with the "CSR Booklet
2012: Change What Can Be Changed into Tomorrow's Strengths (Japanese only)," of which the intent is to reporton the Tokio Marine Group's CSR activities in an easier-to-understand manner.

CSR Website

Sustainability Report 2012 PDF

CSR Booklet 2012 "Change What
Can Be Changed into
Tomorrow's
Strengths" (Japanese Only)

An economic report is issued in Tokio Marine Holdings Annual Report 2012.
Annual Report 2012199

Social Responsibility
CSR Library

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

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

Reporting period
This Report covers details of activities conducted primarily during fiscal 2011 (April 2011 - March 2012). However,for the purpose of further clarification, on occasion, reference is made to activities undertaken outside the reporting
period.
Principal changes during the reporting period:
None

Dates of publication (Japanese)- Previous edition: October 2011
- Current edition: August 2012
- Next edition: August 2013 (planned)

For inquiries concerning the Sustainability Report, please contact:

Tokio Marine Holdings, Inc.
CSR Division, Corporate Planning Department
1-2-1, Marunouchi, Chiyoda-ku, Tokyo, 100-0005 Japan
Tel: +81-3-5223-1552
Fax: +81-3-5223-3025
e-mail: CSR@tokiomarinehd.com

200

Social Responsibility
CSR Library

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

Reporting Organizations/Reporting Period
Organizations covered: Covered by consolidated accounting (Tokio Marine Holdings and domestic and overseas
group member companies)
Reporting period: Report on results for fiscal 2011 (April 2011 - March 2012).

Corporate GovernanceFor details, please refer to "Corporate Governance." (as of July 10, 2012).

Items concerning organization composition and organization operation
Organization format

A company with auditors

Relationship with Directors

Chairman of the Board of Directors

Chairman(except when concurrently serving as president)

Number of directors

10

Status of appointment of outside directors

Appointed

Number of outside directors

3

Number of outside directors designated as
independent directors

3

201

Social Responsibility
CSR Library

Relationship with Corporate Auditors
Establishment of a Board of Corporate Auditors

Established

Number of corporate auditors

5

Status of appointment of corporate auditors

Appointed

Number of outside corporate auditors

3

Number of outside corporate auditors designated as
independent directors

3

Incentives

Implementation of measures concerning the granting of
incentives to directors

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

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

subsidiaries, employees of subsidiaries

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

202

Social Responsibility
CSR Library

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

Compensation disclosed only for some directors

The amount of compensation is disclosed individually for directors whose total compensation, including
consolidated compensation and others, exceeds 100 million yen. There was no such case for fiscal 2011.

Policies for determining compensation amounts and calculation method

Yes

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

Convening of the Board of Directors
Number of times convened

11 times

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

203

Social Responsibility
CSR Library

Investor Relations (IR) Related Information
IR information briefings for individual

September 2011: IR information briefings for individual investors andinvestors

securities company investment seminars were convened.

Information briefings for analysts

We hold information briefings such as business results IR briefings

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

Information briefings for overseas
investors

We held these meetings seven times in the Americas, Europe andAsia and made a total of 173 individual company visits to overseas
institutional investors.
Through our website, we provide information on our business

Disclosure of IR materials on our
websiteresults, the timely disclosure of materials other than businessresults, securities reports, IR information briefing materials andvideos, video commentary on flash reports of monthly businessresults of principal subsidiaries and other materials.

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

Certification dateCertification

Tokio Marine & Nichido Communications

Mar. 2006

ISMS

Aug. 2006

ISMS

Dec. 2006

ITSMS*

Tokio Marine & Nichido Risk Consulting

Jun. 2007

Privacy Mark

Millea Mondial

Aug. 2007

Privacy Mark

Sep. 2007

ISMS

Tokio Marine & Nichido Systems

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

204

Social Responsibility
CSR Library

Response to Customers
Customer Survey (Fiscal 2011)
We implement surveys on a regular basis to ascertain customer satisfaction levels and gather customer opinions
and requests. For reference purposes, we report on the results of surveys by Tokio Marine & Nichido and Tokio
Marine & Nichido Life.
Tokio Marine & Nichido
Overall Level of Satisfaction regarding Products andOverall Level of Satisfaction regarding Contract

Services

Procedures

Results of Automobile Insurance Survey: Level of Satisfaction regarding Overall Claims Services 94.6%

205

Social Responsibility
CSR Library

Tokio Marine & Nichido Life

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

Environment (Tokio Marine Group)
Emissions of CO2 from energy sources
Total CO2 emissions by the Tokio Marine Group in fiscal 2011 amounted to 75,277 tons, including 59,919 tons inJapan and 15,358 tons overseas, up 2.2% from the previous fiscal year. The major contributing factors were theexpansion of the Group's overseas business operations and shutting down of nuclear power plants in Japan. In
fiscal 2012, the Tokio Marine Group aims to maintain the fiscal 2011 level and is working toward achieving thisgoal.
(Unit: tons)
FY2011 result

75,277FY2012 target

To maintain fiscal 2011 level

206

(Unit: tons)

Scope 1

Scope 2

Scope 3

FY2009FY2010FY2011

Direct17,43817,23118,013(Gas, heavy oil, gasoline anddomestic:14,006

domestic:13,790

domestic:14,785

others)overseas:3,432

overseas:3,442

overseas:3,228

Indirect57,87352,14752,665(Electricity, cold/hot water

domestic:47,526

domestic:43,800

domestic:42,139

and others)

overseas:10,347

overseas:8,347

overseas:10,526

3,940

4,314

4,598

domestic:3,773

domestic:2,645

domestic:2,995

overseas:167

overseas:1,669

overseas:1,603

Other(Business travel (by air))Environmental Impact Data (Tokio Marine Group - Companies Included in Consolidated
Financial Statements)

Units

FY2009FY2010FY2011

Electricity consumption

1,000 kWh

142,642

138,196

133,527

Gas consumption

1,000 m3

1,965

1,861

1,688

Other fuel consumption

GJ

45,89142,49535,271

Gasoline consumption

kℓ

5,559

5,515

6,360

Business travel (by air)

1,000 km

26,97029,68639,482Paper consumptiont

11,535

10,637

9,132[Data calculation method]- The subject, activities and CO2 emission, are pursuant to ISO 14064-1 and the "Calculation, Reporting andPublication System for Greenhouse Gas Emissions based on the Act on Promotion of Global WarmingCountermeasures."- "Business travel by air" shows data corresponding to 77.7% of the entire Group (on the basis of the number of
employees).

207

Social Responsibility
CSR Library

Environment (Tokio Marine & Nichido)
Environmental Impact Data (Tokio Marine & Nichido)
Reduction target of CO2 emission- Fiscal 2012 target: To maintain fiscal 2011 level- Medium-term target (fiscal 2020): 40% reduction (compared with fiscal 2006 level)- Long-term target (fiscal 2050): 60% reduction (compared with fiscal 2006 level)
Units

FY2009FY2010FY2011

Electricity consumption

1,000 kWh

99,35296,36588,159Gas consumption

1,000 m3

1,065

1,199

1,003

Other fuel consumption

GJ

42,78539,551

34,967Gasoline consumption

kℓ

2,841

2,827

2,857

Business travel (by air)

1,000 km19,500

5,825

3,670

Water consumption

1,000 m3

370

347

354

Paper consumption

t

9,503

7,624

6,825

Waste

t

2,153

1,902

2,247

Recycling rate

％

66

66

69

Data calculation method- The subject, activities and CO2 emission, are pursuant to ISO 14064-1 and the "Calculation, Reporting andPublication System for Greenhouse Gas Emissions based on the Act on Promotion of Global WarmingCountermeasures."

Paper Usage
Total paper consumption of the Tokio Marine Group in fiscal 2011 amounted to 9,132 tons, including 8,189 tons inJapan and 943 tons overseas, down 14% from the previous fiscal year.
For fiscal 2012, the Group has set a reduction target of 5% from the previous fiscal year.
Tokio Marine & Nichido has established a project team to implement initiatives for paper reduction, including a shift
to paperless Web contracts and leaflets and promotion of double-sided photocopying and multiple-page in one
page printing in daily operations.

208

Social Responsibility
CSR Library

Human Rights and Labor
Basic Data
- Number of employees

Total number of
employees
Domestic

Overseas

FY2010FY2011

As of March 31, 2011

As of March 31, 2012

29,75830,831

24,19324,624

5,565

6,207

(Asia 1,920, North and Central(Asia 2,229, North and Central

Americas 3,100, Europe 545)

Americas 3,414, Europe 564)

- Basic employee data (Tokio Marine & Nichido,)

Average age

FY2010FY2011

As of March 31, 2011

As of March 31, 2012

40.7

41.0

10.5

10.6

approx. 8,210 thousand yen

approx. 7,540 thousand yen

Average years
continuously
employed
Average salary- Number of female managers (for the entire Tokio Marine Group in Japan)
FY2009FY2010FY2011(as of July 1, 2010)(as of July 1, 2011)(as of July 1, 2012)

189 persons

182 persons

196 persons(% of all managers: 4.1%)(% of all managers: 4.6%)(% of all managers: 5.3%)

209

Social Responsibility
CSR Library- Number of employees using the system for continued employment of older employees (domestic
companies subject to consolidation)
FY2009FY2010FY2011(as of July 1, 2010)(as of July 1, 2011)(as of July 1, 2012)

272

414

408

- Rate of employment of persons with disabilities (domestic Group companies)
FY2009FY2010FY2011(as of July 1, 2010)(as of June 1, 2011)(as of July 1, 2012)

2.06%

2.09%

2.08%

Protecting motherhood system- Retiree rehiring system (domestic companies subject to consolidation)
FY2009FY2010FY20110

26

26- Maternity leave system (domestic companies subject to consolidation)
FY2009FY2010FY2011

280

302

405

- Childcare leave system (domestic companies subject to consolidation)
FY2009FY2010FY2011400 (incl. 20 male employees)

505 (incl. 25 male employees)

630 (incl. 17 male employees)- Short working hours system (domestic companies subject to consolidation)
FY2009FY2010FY2011

327

414

501

210

Social Responsibility
CSR Library

Others- Rate of employees who received health check (domestic companies subject to consolidation)
FY2009FY2010FY2011

99.6%

99.9%

99.6%

- Industrial accidents (domestic companies subject to consolidation)(Occupational accidents)
FY2009FY2010FY2011

57

60

58

FY2009FY2010FY201142

52

48(Commuting accidents)- Nursing care leave system (domestic companies subject to consolidation)
FY2009FY2010FY20116

9

4- Labor union participation rate (domestic companies subject to consolidation)
FY2009FY2010FY2011

87.4%

81.1%

79.8%

- Human rights training participants (domestic companies subject to consolidation) of employees
receiving training
FY2009FY2010FY2011

99.9%

99.9%

99.9%

211

Social Responsibility
CSR Library- Job request system (Tokio Marine & Nichido)
FY2009FY2010FY2011(as of July 1, 2010)(as of July 1, 2011)(as of July 1, 2012)

Applicants 271

Applicants 301

Applicants 303

Approval 99

Approval 96

Approval 126- (Number of people using) Volunteer activity leave system (Tokio Marine & Nichido)
FY2009FY2010FY2011

184

152

151

Social Contribution Activities- Employee participation rate in volunteer activities (domestic companies subject to consolidation)
FY2009FY2010FY2011

44.6%

55.5%

59.8%

- Donations (including monetary and in-kind donations by employees and agents)
FY2009-FY2010FY2011

Approximately 722 million yen

Approximately 896 million yen(includes disaster support of(includes disaster support ofapproximately 67 milloin yen)approximately 183 milloin yen)212

Social Responsibility
CSR Library

The web-based Sustainability Report has been compiled and can be viewed as a PDF file. Archives of past CSR
reports can also be viewed in the "Back Number" section.

2012
All Pages

7,507KB

By Category

Message from the President

117KB

Tokio Marine Group's CSR

1,364KB

2011 Highlights

212KB

Environmental -Responding to Climate Change and Natural Disaster Risk-

1,571KB

Social -Contributing to Local Communities and Societies-

1,768KB

Governance -Strengthening CSR Management-

1,300KB

Relations with Stakeholders

696KB

Management Information

152KB

CSR Library

537KB

CSR Booklet 2012: Change What Can Be Changed into Tomorrow's Strengths
CSR Booklet 2012: Change What Can Be Changed
into Tomorrow's Strengths (Japanese only)

8.360KB

For inquiries concerning the Sustainability Report, please refer to the following point of contact.
We would also appreciate your feedback on the report through the "Tokio Marine Group CSR Booklet"
questionnaire (in Japanese).

213

Social Responsibility
CSR Library

Tokio Marine Holdings,Inc.
CSR Division, Corporate Planning Department
1-2-1, Marunouchi, Chiyoda-ku, Tokyo, 100-0005 Japan
TEL:+81-3-5223-1552 FAX:+81-3-5223-3025
E-mail: CSR@tokiomarinehd.com

Back Numbers
CSR Report

Tokio Marine Group's e-CSR report 2011

5,248 KB

Tokio Marine Group's CSR report 2010

5,596 KB

Tokio Marine Group's CSR report 2009

2,949 KB

Tokio Marine Group's CSR report 2008

1,980 KB

Millea Group CSR Report 2007

3,770 KB

Millea Group CSR Report 2006

1,846 KB

Millea Group CSR Report 2005

1,076 KB

214

Social Responsibility
CSR Library

The Tokio Marine Group has received assurance from an external institution for the Tokio Marine Group
Sustainability Report (Fiscal 2012 Version) with the aim of further improving the level of communication withstakeholders.
By obtaining the external assurance, we will effort to keep the quality of the Tokio Marine Group's CSR reporting.

215

216

Social Responsibility
CSR Library

In this Sustainability Report (Fiscal 2012 Version), we provide information mainly about the Tokio Marine Group's
CSR activities that have a high degree of importance and that are highly relevant as topics.

- Global Reporting Initiative (GRI) Sustainability Reporting Guidelines Version 3.0 (G3)
Application level: B+ (self-declared)

Item

Link

1. Strategy and Analysis
1.1Statement from the most senior- Message from thedecisionmaker of the organization about

President

the relevance of sustainability to theorganization and its strategy.
1.2

Description of key impacts, risks, and- Tokio Marine Group's

opportunities.

Approach to CSR
Tokio Marine Group
Corporate Philosophy, Tokio
Marine Group CSR Charter- Key CSR Issues of theTokio Marine Group- Tokio Marine Group CSR
Promotion Structure

2. Organizational Profile
2.1

Name of the organization.

- Management Information(Corporate profile)

2.2

2.3

Primary brands, products, and/or- Management Information

services.

(Corporate profile)

Operational structure of the- Annual Reportorganization.
2.4

Location of organization's headquarters.

- Management Information(Corporate profile)2.5

Number and names of countries where- Annual Report

the organization operates.

217

2.6

Nature of ownership and legal form.

- Management Information(Corporate profile)

2.7

Markets served.

- Annual Report

2.8

Scale of the reporting organization.

- Annual Report

2.9

Significant changes during the reporting- Editorial Policy (Scope of

period regarding size, structure, orReport)ownership.
2.10

Awards received in the reporting period.

- External Evaluations andAwards3. Report Parameters
Report Profile
3.1

3.2

3.3

Reporting period (e.g., fiscal/calendar- Editorial Policy (Scope ofyear) for information provided.

Report)Date of most recent previous report (if- Editorial Policy (Scope of

any).

Report)Reporting cycle- Editorial Policy(Scope ofReport)3.4

Contact point for questions regarding- CSR Library

the report or its contents.
Report Scope and Boundary
3.5

Process for defining report content.

- Tokio Marine Group's
Approach to CSR- Key CSR Issues of theTokio Marine Group- Stakeholder Engagement

3.6

Boundary of the report.

- Editorial Policy(Scope ofReport)3.7

State any specific limitations on the

Not Applicable

scope or boundary of the report.
3.8

Basis for reporting on entities that can

Not Applicablesignificantly affect comparability fromperiod to period and/or between
organizations.
3.9

Data measurement techniques and the- Reduction ofbases of calculations.

Environmental Impact (Datacalculation method)

3.10

Reasons for any re-statements of- Editorial Policy(Scope of

information provided in earlier reports.

Report)

218

3.11

Significant changes from previous

Not Applicable

reporting periods in 3.6 or 3.9
3.12

Table identifying the location of the- GRI Content Index,

Standard Disclosures in the report.

- Tokio Marine Group's
Corporate Social
Responsibility- Management Information

3.13

Policy and current practice with regard- CSR Library (External

to seeking external assurance for the

Assurance)

report.
4. Governance, Commitments and Engagement
Governance
4.1

Governance structure of the- Corporate Governanceorganization.
4.2

Indicate whether the Chair of the-highest governance body is also an
executive officer.
4.3

State the number and gender of- Corporate Governancemembers of the highest governancebody that are independent and/or nonexecutive members.
4.4

Mechanisms for shareholders and- Relations with

employees to provide recommendations

Shareholders and Investors

or direction to the highest governance- Shareholders' Meetingbody.

- Communication with
Employees

4.5

Linkage between compensation for- Corporate Governancemanagement,and the organization's(Compensation)

performance (including social andenvironmental performance).
4.6

4.7

Processes in place for the highest- Corporate Governancegovernance body to ensure conflicts of(Corporate Auditors (Board

interest are avoided.

of Corporate Auditors))

Process for determining the- Corporate Governancequalifications, and expertise of the(Nomination)members of the highest governancebody for the organization strategy on
economic, environmental and social
topics.
4.8

Internally developed statements of- Tokio Marine Group's

mission or values, codes of conduct,

Approach to CSR

and principles relevant to economic,

219

environmental, and social performanceand the status of their implementation.
4.9

4.10

Procedures of the highest governance- Key CSR Issues of the

body for overseeing the organization's

Tokio Marine Groupidentification and management of- Tokio Marine Group CSR

economic, environmental, and social

Promotion Structure

performance.

- Stakeholder Engagement

Processes for evaluating the highest- Tokio Marine Group CSR

governance body's own performance.

Promotion Structure

Commitments to External Initiatives
4.11

Explanation of whether and how the- Participation in External

precautionary approach or principle isInitiatives

addressed by the organization.
4.12

Externally developed economic,- Participation in External

environmental, and social charters,

Initiatives

principles, or other initiatives to which
the organization subscribes orendorses.
4.13

Memberships in associations and/or- Participation in External

national/international advocacy

Initiatives

organizations:
Stakeholder Engagement
4.14

List of stakeholder groups engaged by- Tokio Marine Group's

the organization.

Approach to CSR- CSR Dialogue- External Evaluations andAwards

4.15

4.16

Basis for identification and selection of- Tokio Marine Group's

stakeholders with whom to engage.

Approach to CSR

Approaches to stakeholder- Tokio Marine Group's

engagement.

Approach to CSR- Stakeholder Engagement

4.17

Key topics and concerns that have been

- Key CSR Issues of theraised through stakeholder

Tokio Marine Group

engagement, and how the organization
has responded to them.
5. Management Approach and Performance Indicators
Economic

Aspect: Economic Performance
EC1

Direct economic value generated and- CSR Library (Keydistributed, including revenues,

Performance Data)

operating costs, employee- Annual Reportcompensation, donations and other- Key Issue-Social-

220community investments, retained
earnings, and payments to capitalproviders and governments.
EC2

Financial implications and other risks- Plans and Results of CSR

and opportunities for the organization's

Initiatives

activities due to climate change.

- Responding to Climate
Change and Natural
Disaster Risk

EC3

Coverage of the organization's defined- Annual Reportbenefit plan obligations.
EC4

Significant financial assistance received

Not Applicablefrom government.
Aspect: Market Presence
EC5

Range of ratios of standard entry level-

wage by gender compared to local
minimum wage at significant locationsof operation.
EC6

Policy, practices, and proportion of- Relations with Suppliers

spending on locally-based suppliers at
significant locations of operation.
EC7

Procedures for local hiring and-proportion of senior management hiredfrom the local community at locations ofsignificant operation.
Aspect: Indirect Economic Effects
EC8Development and impact of- Mangrove Planting Project

infrastructure investments and services- Social -Contributing toprovided primarily for public benefit.

Local Communities andSocieties-

EC9

Understanding and describing-

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

Aspect: Environmental Performance
Aspect: Materials
EN1

Materials used by weight or volume.

- Reduction ofEnvironmental Impact

EN2

Percentage of materials used that are-recycled input materials.
Aspect: Energy

221

EN3

EN4

EN5

EN6

Direct energy consumption by primary- Reduction ofenergy source.

Environmental Impact

Indirect energy consumption by primary- Reduction ofsource.

Environmental Impact

Energy saved due to conservation and- Reduction ofefficiency improvements.

Environmental Impact

Initiatives to provide energy-efficient or- Reduction ofrenewable energy based products andEnvironmental Impact

services, and reductions in energy
requirements as a result of these
initiatives.
EN7

Initiatives to reduce indirect energy- Reduction of

consumption and reductions achieved.

Environmental Impact

Aspect: Water
EN8

Total water withdrawal by source-

EN9

Water sources significantly affected by-withdrawal of water.
EN10

Percentage and total volume of water-

recycled and reused.
Aspect: Biodiversity
EN11

Location and size of land owned,

Not Applicable

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

Description of significant impacts of- Preservation of Biodiversity

activities, products, and services on- Creating Mangrove Forests

biodiversity in protected areas andareas of high biodiversity value outside
protected areas.
EN13

Habitats protected or restored.

- Creating Mangrove Forests

EN14

Strategies, current actions, and future- Preservation of Biodiversity

plans for managing impacts on- Creating Mangrove Forests

biodiversity.
EN15

Number of IUCN Red List species and

Not Applicablenational conservation list species with
habitats in areas affected by operations,by level of extinction risk.
Aspect: Emissions, Effluent, and Waste

222

EN16

EN17

EN18

EN19

Total direct and indirect greenhouse gas- Reduction ofemissions by weight.

Environmental Impact

Other relevant indirect greenhouse gas- Reduction ofemissions by weight.

Environmental Impact

Initiatives to reduce greenhouse gas- Reduction ofemissions and reductions achieved.

Environmental Impact

Emissions of ozone-depleting-

substances by weight.
EN20

NO, SO, and other significant air-

emissions by type and weight.
EN21

Total water discharge by quality and-destination.
EN22

EN23

Total weight of waste by type and- Reduction of

disposal method.

Environmental Impact

Total number and volume of significant

Not Applicablespills.
EN24

Weight of transported, imported,

Not Applicable

exported, or treated waste deemedhazardous under the terms of the Basel
Convention Annex I, II, III, and VIII, andpercentage of transported waste
shipped internationally.
EN25

Identity, size, protected status, and

Not Applicablebiodiversity value of water bodies andrelated habitats significantly affected by
the reporting organization's discharges
of water and runoff.
Aspect: Products and Services
EN26

Initiatives to mitigate environmental- Preservation of Biodiversity

impacts of products and services, and- Mangrove Planting Projectextent of impact mitigation.

- Responding to Climate
Change and Natural
Disaster Risk (Products andServices)

EN27

Percentage of products sold and their

Not Applicable

packaging materials that are reclaimed
by category.
Aspect: Compliance
EN28

Monetary value of significant fines and

Not Applicabletotal number of non-monetary sanctions

223

for noncompliance with environmental
laws and regulations.
Aspect: Transport
EN29

Significant environmental impacts of- Reduction oftransporting products and other goods

Environmental Impact

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

Total environmental protection-

expenditures and investments by type.
Social Performance

Labor Practices and Decent Work

Indicators
Aspect: Employment
LA1

Total workforce by employment type,- Management Information

employment contract, and region.

(Number of employees
Labor union participation
rate)

LA2

Total number and rate of new employee-

hires and employee turnover by age
group, gender, and region.
LA3

Benefits provided to full-time employees- Relations with Employeesthat are not provided to temporary or(Protecting motherhood

part-time employees, by significant

systems)

locations of operation.
Aspect: Labor/Management Relations
LA4

Percentage of employees covered by- Communication withcollective bargaining agreements.

Emploees- Management Information(Labor union participation
rate)

LA5

Minimum notice period(s) regarding-

operational changes, including whether
it is specified in collective agreements.
Aspect: Occupational Health and Safety
LA6

Percentage of total workforce- Health Management

represented in formal joint management- Management Information–worker health and safety committees(Rate of employees whothat help monitor and advise onreceived health check)occupational health and safety
programs.

224

LA7

Rates of injury, occupational diseases,- Health Management

lost days, and absenteeism, and total- Management Information

number of work-related fatalities, by(Industrial Accidents)

region and by gender.
LA8

Education, training, counseling,- Health Management

prevention, and risk-control programs inplace to assist workforce members,
their families, or community members
regarding serious diseases.
LA9

Health and safety topics covered in-formal agreements with trade unions.
Aspect: Training and Education
LA10

Average hours of training per year per-

employee by gender, and by employee
category.
LA11

Programs for skills management and- Relations with Employees

lifelong learning that support the- Management Information

continued employability of employees(Retiree / rehiring system)

and assist them in managing career
endings.
LA12

Percentage of employees receiving- Relations with Employees

regular performance and careerdevelopment reviews.
Aspect: Diversity and Equal Opportunity
LA13

LA14

Composition of governance bodies and- Relations with Employees

breakdown of employees per category- Management Informationaccording to indicators of diversity.

(Number of employees)

Ratio of basic salary of men to women-by employee category.
Human Rights Performance Indicators
Aspect: Investment and Procurement Practices
HR1

Percentage and total number of-significant investment agreements andcontracts that include clauses
incorporating human rights concerns, orthat have undergone human rights
screening.
HR2

Percentage of significant suppliers,-

contractors, and other business
partners that have undergone humanrights screening, and actions taken.

225

HR3

Total hours of employee training on- Respect for Human Rights

policies and procedures concerning- Management Information

aspects of human rights that are(Rate of human rights

relevant to operations.

training participants)

Aspect: Non-discrimination
HR4

Total number of incidents of

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

Operations and significant suppliers

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

Operations and significant suppliers

Not Applicableidentified as having significant risk forincidents of child labor, and measurestaken to contribute to the effective
abolition of child labor.
Aspect: Forced and Compulsory Labor
HR7

Operations and significant suppliers

Not Applicableidentified as having significant risk forincidents of forced or compulsory labor,
and measures to contribute to theelimination of all forms of forced orcompulsory labor.
Aspect: Security Practices
HR8

Percentage of security personnel-

trained in the organization’s policies orprocedures concerning aspects ofhuman rights that are relevant tooperations.
Aspect: Indigenous Rights
HR9

Total number of incidents of violations

Not Applicable

involving rights of indigenous people
and actions taken.
Society Performance Indicators
Aspect: Local Communities

226

SO1

Percentage of operations with-

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

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

Percentage of employees trained in- Complianceorganization’s anti-corruption policies
and procedures.
SO4

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

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

Total value of financial and in-kind-

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

Total number of legal actions for

Not Applicableanticompetitive behavior, anti-trust, andmonopoly practices and their outcomes.
Aspect: Compliance
SO8

Monetary value of significant fines and

Not Applicabletotal number of non-monetary sanctions
for noncompliance with laws andregulations.
Product Responsibility Performance Indicators
Aspect: Customer Health and Safety
PR1

Life cycle stages in which health and

Not Applicablesafety impacts of products and services
are assessed for improvement, andpercentage of significant products andservices categories subject to suchprocedures.
PR2

Total number of incidents of non-

Not Applicable

compliance with regulations andvoluntary codes concerning health and227safety impacts of products and services
during their life cycle, by type ofoutcomes.
Aspect: Product and Service Labeling
PR3

Type of product and service information- Responding to Climate

required by procedures, and percentage

Change and Naturalof significant products and services

Disaster (Products andsubject to such information

Services - Acquired First

requirements.

Auto Insurance Eco Mark
Certification for Financial
Products)

PR4

Total number of incidents of non-

Not Applicable

compliance with regulations andvoluntary codes concerning product andservice information and labeling, by typeof outcomes.
PR5

Practices related to customer- Relations with Customers

satisfaction, including results of surveys(Response to customer)

measuring customer satisfaction.
Aspect: Marketing Communications
PR6

Programs for adherence to laws,- Relations with Customers

standards, and voluntary codes related(Response to customer)

to marketing communications, including
advertising, promotion, andsponsorship.
PR7

Total number of incidents of non-

Not Applicable

compliance with regulations andvoluntary codes concerning marketing
communications, including advertising,promotion, and sponsorship by type ofoutcomes.
Aspect: Customer Privacy
PR8

Total number of substantiated- Relations with Customers

complaints regarding breaches ofcustomer privacy and losses ofcustomer data.
Aspect: Compliance
PR9

Monetary value of significant fines for

Not Applicablenoncompliance with laws andregulations concerning the provisionand use of products and services.
Sustainability Reporting Guidelines & Financial Services Sector Supplement

228

Item

Link
Aspect: Product Portfolio
FS1

Policies with specific environmental and- Tokio Marine Group'ssocial components applied to businessCorporate Sociallines.

Responsibility- Key CSR Issues of theTokio Marine GroupFS2

Procedures for assessing and screening- Key CSR Issues of theenvironmental and social risks in

Tokio Marine Group (Thebusiness lines.

process for Specifying KeyGroup CSR Issues)

FS3

Processes for monitoring clients- Relations with Suppliers

Eimplementation of and compliance- Relations with Customers

with environmental and social- Compliancerequirements included in agreements ortransactions.
FS4

Process(es) for improving staff-

competency to implement theenvironmental and social policies andprocedures as applied to business lines.
FS5

Interactions with

- Tokio Marine Group's

clients/investees/business partners

Approach to CSR

regarding environmental and social- Relations withrisks and opportunities.

Shareholders and Investors- Relations with Customers- Relations with Suppliers

FS6

Percentage of the portfolio for business- Annual Reportlines by specific region, size (e.g.
micro/SME/large) and by sector.
FS7

Monetary value of products and-services designed to deliver a specificsocial benefit for each business line
broken down by purpose.
FS8

Monetary value of products and-services designed to deliver a specificenvironmental benefit for each businessline broken down by purpose.
Aspect: Audit
FS9

Coverage and frequency of audits to-assess implementation of environmental
and social policies and risk assessment
procedures.
Aspect: Active Ownership

229

FS10

Percentage and number of companies-

held in the institution’s portfolio withwhich the reporting organization has
interacted on environmental or social
issues.
FS11

Percentage of assets subject to positive-

and negative environmental or social
screening.
FS12

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

Access points in low-populated or-

economically disadvantaged areas by
type.
FS14

Initiatives to improve access to financial- Responding to Climate

services for disadvantaged people.

Change and Natural
Disaster Risk (Products &Services)

Aspect: Product and Service Labelling
FS15

Policies for the fair design and sale of- Relations with Customers

financial products and services.

- Tokio Marine Nichido(Respond to customer trust)

FS16

Initiatives to enhance financial literacy- Relations with Customers

by type of beneficiary.

- Tokio Marine Nichido(Respond to customer trust)230

Social Responsibility
CSR Library

ISO 26000, the international standard concerning the social responsibility of organizations, was issued in
November 2010.
By referring to the core subjects addressed in ISO 26000, specifically organizational governance, human rights,
labor practices, the environment, fair operating practices, consumer issues and community involvement anddevelopment, the Tokio Marine Group reviews the materiality of its CSR issues and makes efforts to improve them.
Below are website links to the pages introducing the Tokio Marine Group's initiatives for addressing issues
described in the ISO 26000 standard.

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

Link- CSR Promotion Structure- Corporate GovernanceCore

Human rights

issuesIssue 1Due diligence

Issue 2

Human rights risk situations

Issue 3

Avoidance of complicity- Tokio Marine Group's Approach to CSR- Participation in External Initiatives

Issue 4

Resolving grievances

Issue 5Discrimination and vulnerable groups

Issue 6

Civil and political rights

Issue 7

Economic, social and cultural rights

Issue 8Fundamental principles and rights at work

The United Nations Global Compact- Respect for Human Rights- Compliance- Fair and Honest Personnel Affairs andRespect for Human Rights

231Social Responsibility
CSR Library

Core

Labour practices

issuesIssue 1

Employment and employment relationships

Issue 2

Conditions of work and social protection

Issue 3Social dialogue

Issue 4

Health and safety at work

Issue 5

- Relations with Employees

Human development and training in theworkplaceCore

The environment

issuesIssue 1Prevention of pollution

Issue 2

Sustainable resource use

Issue 3

Climate change mitigation and adaptation- Responding to Climate Change andNatural Disasater Risk
- Local Community and Social Contribution
Activities
Issue 4

Protection of the environment, biodiversity
and restoration of natural habitatsCore

Fair operating practices

issuesIssue 1Anti-corruption

Issue 2

Responsible political involvement

Issue 3

Fair competition

Issue 4

Issue 5

- Creating Mangrove Forests- Tokio Marine Group's Approach to CSR- Governance- Compliance

Promoting social responsibility in the value- Relations with Customers

chain- Relations with Suppliers

Respect for property rights

232Social Responsibility
CSR LibraryCore

Consumer issues

issuesIssue 1

Fair marketing, factual and unbiased
information and fair contractual practices

Issue 2

Protecting consumers' health and safety

Issue 3

Sustainable sonsumption- Internal Control Systems- Compliance

Issue 4

Consumer service, support, and complaint- Information Security

and dispute resolution- Relations with Customers- Relations with Agents

Issue 5

Consumer data protection and privacy

Issue 6

Access to essential services

Issue 7

Education and awarenessCore

Community involvement andissuesdevelopment

Issue 1

Community involvement

Issue 2

Education and culture

Issue 3

Employment creation and skills
development

Issue 4

Technology development and access

Issue 5

Wealth and income creation

Issue 6

HealthIssue 7

Social investment- Local Community and Social Contribution
Activities- Creating Mangrove Forests

233

Memo

Memo

SUSTAINABILITY REPORT 2012