Tokio Marine Group
Corporate Social Responsibility Report 2008

Table of Contents

0

Table of Contents / Editorial Policy

1

Tokio Marine Group Corporate Philosophy

Editorial Policy

This Report is intended to report in an easy-to-understand manner to all
stakeholders on matters such as the Tokio Marine Group's efforts during
FY2007 and the details and results of its primary efforts.

Business Domains of the Tokio Marine Grorp

Topics on which the Tokio Marine Group should focus its efforts are2

Overview of the Businesses of the Tokio Marine Groupdescribed under "Key Issues Faced by the Tokio Marine Group."

4

Message from the President

6

The 3rd CSR Dialog at Tokio Marine & Nichido

chapter of this Report covers the Tokio Marine Group's efforts in the10

Key Issues Faced by the Tokio Marine Group

relevant fields as well as the concepts and approaches behind such efforts.

This Report consists of special features, management system, descriptionsof efforts aimed at each stakeholder, and an environmental report. EachTo the extent possible, this Report reflects views and opinions received
from stakeholders.

Special Features

As in the previous fiscal year, this Report has been edited with a focus on

11

Special Feature 1: Initiatives to Ensure the Appropriateness ofBusiness Operations and Regaining of Trust

employees and agents. In addition, this Report gives consideration to

12

Special Feature 2: Taking on the Challenge of Climate Change

The content included in this Report has been selected according to the

explaining efforts on a groupwide basis, including efforts made overseas.
degree of the importance of approaches made, instead of being
comprehensive. Information on matters that could not be covered in thisManagement

Report will be released via other media, including financial statements and14

CSR at the Tokio Marine Group16

Performance of FY2007 CSR Initiatives and FY2008 Plans* Links to Tokio Marine Holdings financial statements and website:

18

Corporate Governance

Web
Web

19

Compliance22

Risk Management

the Group's website.

http://www.tokiomarinehd.com/en/index.html(website)
http://ir.tokiomarinehd.com/en/AnnualReport.html(financial statements)

Guidelines referred to in preparing this Report:
Global Reporting Initiative (GRI) "Sustainability Reporting Guidelines 2006"

Social Performance

24

Relations with Customers

29

Relations with Shareholders and Investors

30

Relations with Agents

32

Relations with Employees

36

Relations with Local Communities and Societies

Environmental Performance40

Protection of the Global Environment

43Comment from a Third Party

Web"Tokio Marine Holdings" Comparative table on GRI guidelines

United Nations Global Compact "Guidelines for Communication on Progress (COPs)"
Scope of this Report:
Organizations Covered in This Report
Fundamentally, this Report covers Tokio Marine Holdings*1 and the key
Group member companies in Japan*2 and overseas. It also reports on some
activities of other Group member companies.
*1 Millea Holdings, Inc. changed its name to Tokio Marine Holdings, Inc. on
July 1, 2008.
*2 Tokio Marine & Nichido, Nisshin Fire, Tokio Marine & Nichido Life, Tokio,
Marine & Nichido Financial Life, Tokio Marine Property Investment
Management, Tokio Marine & Nichido Career Service,
Tokio Marine & Nichido Facilities, Tokio Marine & Nichido Medical Service,
Tokio Marine & Nichido Anshin Consulting, and Tokio Marine & Nichido
Risk Consulting
Reporting period:
Basically this Report covers the details of activities conducted during the
fiscal year 2007 (April 2007 - March 2008), but for the purpose of making
pictures clearer it refers also to some activities during other periods.

Dates of publication
Edition0

Tokio Marine Group Corporate Social Responsibility Report 2008

(Month/Year)in Japanesein English

Previous edition:

09/07

11/07

This edition:

09/08

11/08

Next edition (scheduled):

09/09

11/09

Tokio Marine Group Corporate Philosophy
The Tokio Marine Group is committed to the continuous enhancement of corporate value, with customer trust at the base of
all of its customers.
By providing customers with the highest quality products and services, we will spread safety and security to all around us.
For fulfilling our responsibility to shareholders, we will pursue global development of sound, growing and profitable businesses.
For promoting the creativity of each and every employee, we will foster a corporate culture that encourages free and open communications.
While demonstrating responsible management as a good corporate citizen, we will make a positive contribution to society.

Business Domains of the Tokio Marine Group

General Businesses[Risk consulting business]
Tokio Marine & Nichido Risk Consulting Co., Ltd.

Domestic Nonlife Insurance
Business

This is the Group's core business area. Tokio Marine & Nichido provides
corporate clients and consumers with property and casualty insurance suchas automobile insurance, fire insurance, and liability insurance backed by its

Tokio Marine & Nichido Fire Insurance Co., Ltd.

sound financial foundation, excellent product-development capabilities andclaim service structure, and consulting services suited to the needs of each

[Comprehensive personal services business]
Tokio Marine & Nichido Career Service Co., Ltd.
[Facility management business]
Tokio Marine & Nichido Facilities, Inc.

Nisshin Fire & Marine Insurance Co., Ltd.

individual client made possible through its superior network of agents. In

Millea Nihon Kosei SS Insurance Co., Ltd.

addition, Nisshin Fire, specialized in the retail field, operates businesscentered on a range of insurance policies targeted at consumers.

[Total healthcare consulting/Senior citizen-related business]
Tokio Marine & Nichido Medical Service Co., Ltd.
Tokio Marine Nichido Samuel Co., Ltd.

Domestic Life Insurance Business[Assistance business]
Millea Mondial Co., Ltd.

Tokio Marine & Nichido Life Insurance Co., Ltd.

Domestic Nonlife
Insurance Business[Insurance agent business]
Tokio Marine & Nichido Anshin
Consulting Co., Ltd.

Tokio Marine & Nichido Financial Life
Insurance Co., Ltd.
Tokio Marine & Nichido Life provides life

To respond to the diversifying risks faced byindividuals and businesses, such as the effects

GeneralBusinesses

Domestic Life
Insurance Businessinsurance which enables consumer households
to respond to cases of illness or injury andcompany managers to ensure businessof technological innovations in society,continuity, in addition to advanced insurance

globalization, and the aging of society with low

products and services including diseasebirth rates, the Tokio Marine Group provides aprevention and psychological support for

range of solutions backed by its accumulated
experience and expertise in the insurance
business, including risk consulting services andsenior healthcare services.

patients undergoing treatment. Tokio Marine &FinancialBusinesses

Overseas Insurance
Businesses

Nichido Financial Life supports its clients in theareas of asset formation to ensure they can live
comfortably,

throughprovidingvariableannuities insurance and variable insurance.

Financial Businesses

Overseas Insurance Businesses[Investment advisory and investment trust services]

Tokio Marine Asset Management Co., Ltd.

Tokio Marine Management, Inc (United States)[Private equity investment services]

Tokio Marine Capital Co., Ltd.

Kiln Group (United Kingdom)[Derivatives and securities services]

Tokio Marine Financial Solutions Ltd.

[Real estate investment advisory services]

Tokio Marine Property Investment Management, Inc.

Tokio Millennium Re (Bermuda)and others
The Tokio Marine Group operates insurance businesses around the world, suited to theBased on the asset-management capabilities it has built up over the years as andiverse needs of Japanese companies expanding overseas and its customers travelinginstitutional investor, the Tokio Marine Group carries out a wide range ofoverseas. It also provides nonlife insurance, life insurance, and Takaful services locally infinancing operations in areas such as investment advisory services (forthe markets of Asia, the BRICs nations (Brazil, Russia, India, and China), and Europe andcorporate pensions and investment trusts), raising funds, asset management

North America, through participation in the management of local insurers in such markets(including buyout investments), and real estate investment advisory services.

and the establishment of overseas subsidiaries.

Tokio Marine Group Corporate Social Responsibility Report 20081

Overview of the Businesses of the Tokio Marine GroupThe Tokio Marine Group's
global network…Overseas Offices ineach country(Figures current as of July 1, 2008)

Overseas Offices: located in 303 cities in 36 countries
and regions

North America: The United States, Canada, and Bermuda
Central & South America: Mexico, Brazil, and Paraguay
Europe: The United Kingdom, France, Germany,
the Netherlands, Belgium, Italy, Spain, Ireland,
Norway, Denmark, and Greece
Eurasia: Russia
Middle & Near East: The United Arab Emirates, Saudi
Arabia, Bahrain, and Turkey
Oceania & Micronesia: Australia, New Zealand, Guam,and the Commonwealth of theNorthern Mariana Islands
Asia: China (Mainland), Hong Kong, Taiwan, Korea,
the Philippines, Vietnam, Thailand, Malaysia,
Singapore, Brunei, Indonesia, and India

Established in April 2002 as Japan's first insurance-holding company, with both Tokio Marine and Nichido Fire as subsidiaries, Tokio Marine Holdings handles
aspects of management of the group member companies, such as planning management strategies for the Tokio Marine Group as a whole and implementing
capital policies and consolidated settlement of accounts, and, as the listed company, handles investor relations and public relations for the group.
Company overview
Name:

Tokio Marine Holdings, Inc.

President / CEO:

Shuzo Sumi

Breakdown of income by business sectors/Group member companies(based on FY2007 adjusted earnings*1) (billion yen)
Business domain

Tokio Marine Nichido Building Shinkan, 1-2-1

Address:

Marunouchi, Chiyoda-ku, Tokyo, Japan
Date established:

April 2, 2002

Capital:150 billion yen

Shares listed on:

Tokyo Stock Exchange (First Section), Osaka Securities Exchange (First Section)

Numbers of employees:

24,959 (consolidated)

2005

2006

2007

3,399.9

4,218.5

3,710.0

Net premiums written (billion yen)

1,978.6

2,148.6

2,245.1

Life-insurance premiums written (billion yen)

766.8

1,387.9

788.3

Ordinary profit (billion yen)

136.5

168.0

179.0

Current net income (billion yen)

89.9

93.0

108.7

14,260.0

17,226.9

17,283.2

22.5

19.7

14.9

Total assets (billion yen)
Capital ratio (%)

2

Nisshin Fire

(0.8)

Tokio Marine & Nichido Life Insurance
Domestic life insurance
Tokio Marine & Nichido Financial Life Insurance
businessOther(14.4)

Tokio Marine Group Corporate Social Responsibility Report 2008

Subtotal

99.4

29.1
15.1

0.4

Direct insurance company (Asia)

5.7

Direct insurance company (other than Asia)

11.1

Reinsurance

16.5

Financial and other businesses —Group total

Ordinary income (billion yen)

FY2007 performance

100.2

Overseas insurance
business

Major indicators of business performance (consolidated)
Consolidated fiscal year

Group member company

Tokio Marine & Nichido

Domestic nonlife
insurance business(1.0)

29.7*2
(1.0)

143.2

*2 Costs not assessed in each country or region are not included in the subtotal for overseas insurance business.
*1 Definition of Adjusted Earnings:(1) Nonlife insurance business: Adjusted earnings = Net income + Provision for catastrophe
reserves + Provision for price fluctuation reserves – Gains (losses) from assets under asset
liability management and interest rate swaps – Gains (losses) from stocks and properties– Other extraordinary items (all figures after tax)
(2) Life insurance business: Adjusted earnings = Increase in embedded value – Capital injections(for some life insurance companies, such as those in Brazil, adjusted earnings is calculated on
the same basis as Other businesses below, with corporate expenses excluded from earnings)(3) Other businesses: Adjusted earnings = net income as shown on the financial statements

The company made a new start in October 2004 as a leading company in Japan's nonlife
insurance industry, formed through the merger of Tokio Marine and Nichido Fire. It has
unrivalled strengths in the areas of product and service development and risk consulting,backed by its sound financial constitution and high levels of specialized expertise, and in its
superior network of agents, its claims service network, and its worldwide network.

In September 2006, the company became a wholly-owned subsidiary of Tokio Marine
Holdings. With an emphasis on the retail field in the Japanese nonlife insurance market, it isa nonlife insurer that carries out marketing activities rooted firmly in the communities it
serves. Working together with agents to respond to its customers' diverse insurance needs
with attention to details, it seeks to be the retail nonlife insurer to which customers feel theclosest and in which they have full trust.

Area of business: Nonlife insurance;
Founded: 1879; Capital: 101.9 billion yen
URL: http://www.tokiomarine-nichido.co.jp/english/index.html

Area of business: Nonlife insurance;
Founded: 1908; Capital: 20.3 billion yen
URL: http://www.nisshinfire.co.jp/ (in Japanese)

The company plays a central role in the domestic life insurance business – one of thecore businesses of the Tokio Marine Group. It seeks to be the "insurer most trusted bycustomers and agents in Japan," by responding appropriately to customers' diversifying
needs and working to implement further innovations in its business model, in a spirit of"inaugurating insurance business all over again."

As a wholly-owned subsidiary of the Tokio Marine Group since February 2004, the company
plays an important part in the Tokio Marine Group as a life insurance company specializedin variable annuities, in cooperation with other insurers in the Tokio Marine Group. It
provides products such as variable annuities insurance and variable insurance suited to its
customers' needs as well as customer service with high levels of added value.

Area of business: Life insurance;
Founded: 1996; Capital: 55 billion yen
URL: http://www.tmn-anshin.co.jp/ (in Japanese)

Area of business: Life insurance;
Founded: 1996; Capital: 48 billion yen
URL: http://www.tmn-financial.co.jp/ (in Japanese)

Tokio Marine Group Corporate Social Responsibility Report 20083

Message from the President

We Shall Contribute to theRealization of a Sustainable Society

The Tokio Marine Group seeks to meet our corporatesocial responsibilities by, as set forth in the "Tokio
Marine Group Corporate Philosophy," emphasizing"customer trust at the base of all activities" and throughstrict compliance to this in all aspects of our businesses.

Responsibilities as an Insurance Company:
Toward Regaining Customer Trust
The Tokio Marine Group is a group of companies
centered on the insurance business, a business that is ofa highly public nature in that it provides "Safety andSecurity" to society. The Tokio Marine Group attaches
overriding importance to "becoming indispensable tosociety by making contributions to society through theinsurance business. Tokio Marine & Nichido and Nisshin
Fire, two of our domestic insurance businesses, received
administrative orders in connection with various
improper nonpayment of insurance claims in March
2007. The Tokio Marine Group is committed to improving
and supporting the management of claim payments andto confirming, and revising when necessary, the details of
insurance policies so as to ensure proper business
operations.
The Tokio Marine Group would like to offer oursincerest apologies to our customers and any relatedparties that were affected by these incidents in ourdomestic insurance business. In accordance with ourcommitment to preventing a recurrence of such incidents
and to regaining customer trust, Tokio Marine Holdings
will manage all subsidiaries more attentively, by fully4

Tokio Marine Group Corporate Social Responsibility Report 2008

monitoring all subsidiaries and by assessing theimprovement progress of all subsidiaries in a timely
manner.

By Seeking to Live in Harmony with
Local Communities and Societies
The Tokio Marine Group regards its social contribution
activities undertaken around the world as its important

By Working to Prevent Climate Change andGlobal Warming

responsibility as a company. In addition to these activities
conducted as a company, it also supports independent

The problems of climate change and global warming haveparticipation by employees of the Group member

become increasingly severe day by day, and may lead notcompanies in their own social contribution activities,

just to phenomena such as rising temperatures, heavy

including "Green Lessons: The Mangrove Story," anrainfall, and drought around the world but also to effects

environmental education program intended to educate

on the social and living infrastructure, such as supplies of

elementary-school children across Japan, and the "Pink-

water and food. The Tokio Marine Group recognizes this asribbon Campaign," a drive to eradicate breast cancer.

an issue that requires the proactive action of our own ascorporate citizens.
In addition to efforts underway by the individual GroupThe Tokio Marine Group considers its own corporate value
to be the sum total of the value it provides to allmember companies around the world to reduce anstakeholders – its customers, shareholders, agents,

environmental impact caused by their business activities,

employees, and local communities and societies at large –the Tokio Marine Group, in particular, Tokio Marine &through activities such as these, and it intends to increase

Nichido and the Tokio Marine Research Institute conduct

this corporate value while also contributing to theresearches into risks, as well as the study andrealization of a sustainable society.

development of produsts and services, to respond to therisks of climate change. These efforts include theformulation by Tokio Marine & Nichido of an"Comprehensive Program on Global Warming" inNovember 2007, and its establishment of the goal for
FY2012 of reducing carbon-dioxide emissions from its
business activities by 6% from the level in FY2006. Throughthese and other efforts, the Group has enforced its efforts
toward the mitigation of and adaptation to climate change
in a wide range of business fields.

Shuzo Sumi
President & Chief Executive Officer

Tokio Marine Holdings, Inc.

Tokio Marine Group Corporate Social Responsibility Report 2008

5

The 3rd CSR Dialog at Tokio Marine & Nichido

To reflect voices from outside the company in its CSR efforts, Tokio Marine & Nichido holds "CSR Dialogs" towhich it invites experts from various fields.
In the 3rd CSR Dialog we made a concentrated discussion on "the thoroughness of appropriate business
operations" which continues to be the most important topic of management since last year, and received
opinions and suggestions on individual important themes such as "response to climate change/global
warming," "promoting diversity*1," and "activities to contribute to local communities and societies."

Taking these possibilities into consideration, you will become aware

Ensuring the Appropriateness of Business Operationsof the need to review the commercial values of your products

The Tokio Marine Group found itself in a situation resulting tothemselves per se before revising insurance clauses. I would suggest

the loss of trust from customers and in society due tothat you should make this kind of approach with the sense of

inappropriate handling in the sale of insurance business andurgency, by making efforts to realize a shift toward simpler products

payment of insurance claims. To regain trust from its

and clauses. (Nobuko Takahashi)
From customers' viewpoints, we have been making an overallcustomers and in society, the Group has been advancing
initiatives to ensure the appropriateness of business

review of our products by simplifying and standardizing them andoperations through the Quality Improvement Committee. (p.11)

making them more user-friendly and easier to understand, throughthe efforts of enlarging their font sizes and using illustrations,

Opinions from the attendees ( ) and responses from Tokio Marine & Nichido ( )explanatory notes, and mathematical formulas. In addition, we have

In order to regain trust, I think it is essential to start by considering

begun efforts to provide insurance clauses to customers in an easier-the volume and content of clauses that would be understandable andto-undersand manner, by displaying our products in graphics as muchacceptable to customers, employees, and agents. The mere pursuitas possible on the Internet, without using paper.

of clauses, which are easier to understand, could lead to an increase

In the area of the training of employees and agents, I wouldin volume, which might have the unintended effect of discouraging

expect that you, the leading company in the industry, will adopt

customers from reading their policies, as well as of giving a greatersystems to be best practices, although I believe that revisions ofimpact on the environment by increasing the amount of paper used.

qualification systems common to the industry are underway. Doing

Attendees (Listed in Japanese Kana Order)
Then Manager,
HR Operations,
IBM Japan, Ltd.

Professor, Graduate School
Economic Research Department,
University of Tokyo

Lifestyle Economy Journalist

Nami Ohtsuka

Nobuo Takahashi

Nobuko Takahashi

Chairperson,
Japan Philanthropic Association

Chief Executive,
E-Square Inc.

Professor, Graduate School
Global Environmental Studies
Department,
Sophia University

Yoko TakahashiPeter David Pedersen

Yoshihiro Fujii*1 Diversity: This refers to building up a workplace in which all employees together can demonstrate their abilities to the maximum extent, regardless of gender, nationality, disability
and others.

6

Tokio Marine Group Corporate Social Responsibility Report 2008

so will lead not only to earning trust in society but also to
invigorating the industry, thus enabling you to fuifill your social
responsibility. (Nobuko Takahashi)

Taking on the Challenge of Responding to
Climate Change/Global Warming

Our new training curriculum, now under development,

We believe that responding to climate change and global

encompasses subjects from the knowledge of products throughwarming is a matter that concerns the core of insurance-

practical matters such as customer services, seeking to reach ancompany management. At the same time, we also consider

even higher level than the previous curriculum which includes tests

this a very important subject related to our responsibility forfor property and casualty insurance sales personnel. At the samethe next generations: our children and grandchildren. In

time, it aims to raise the bar for sales personnel through careful

November of last year, we established an "Comprehensive

efforts including tests and the administration of training given to

Program on Global Warming" as an initiative to tackle global

individual sales personnel. We are going to improve our training

warming by making researches into the related risks andsystem through these efforts.

providing eco-friendly products and services.

We have established the "Safety Quality Standard" as thein ways such as increasing claims paid on natural disasters as

quality standard for the products and services we provide toclimate change becomes intensified. For this reason, how you

customers, and we have been making thorough efforts toincorporate the perspectives of concern for the environment in areas

secure quality levels that meet the expectations of "allsuch as product development and investment and financing is very

customers at all times and in all places."

important. As the leading company in the insurance industry, and as

The issue of global warming affects the insurance business itself

I think it is important to look into how deeply the idea of providing

a global enterprise, you need to take the lead, over a large number of"Safety Quality Standard" has taken root among your employees andbusinesses that have needs for insurance, in being prepared for theagents. By following up the matter to the extent of whether therisks of global warming. I believe you can give your customers

company has truly changed or whether the behavior of employees

greater peace of mind by taking the lead in proceeding with suchthemselves has changed, you will be able to tell whether this concept

efforts before any damage from global warming becomes a reality.

has truly permeated through the organization. (Nami Ohtsuka)(Yoshihiro Fujii)

In formulating the "Safety Quality Standard," we collected theIn this program, I think it will become important for you to take, as

opinions of about 5,000 employees active on the front lines of sales

the next step, initiatives symbolic of an insurance company, by

and claims processing and also of agents, and following the

proposing roadmaps and commitments of what you are going to do,establishment of this standard we set up the system of self

including the timetable. There are good examples in Europe andevaluation and independent evaluation of the degree of achievement

North America where insurers have begun accepting businessof the standard. We consider it very important to make steady efforts

related to alternative energy, Clean Development Mechanisms*2, andto achieve this standard, which have just begun, in order to spreademissions trading business and providing related insurance andthe concept throughout all our employees and agents, although it

consulting services. They have establised specific numerical targets

may take some time before it is realized.

which you can depend upon as good benchmarks. (Peter D. Pedersen)

In your opinion, what are the true causes for a series of problems
that occurred? (Nobuo Takahashi)
We consider that those problems arose from a variety of causes,
such as the structure that focused too much on sales, a relative

It is our intention to go deeper, within the framework of thisprogram, into the individual initiatives, implement them and upgrade
them over the medium term. As part of this process, we intend toestablish roadmaps, commitments, and symbolic initiatives.

decline in the quality of business as products became more complex
and the corporate culture itself. Also, we believe that the lack of

We began a "mangrove afforestation project" in 1999. In thisquality standards for the products and services we provide to ourprogram, once or twice each year we hold volunteer tours forcustomers was another major cause of these incidents. The "Safety

our employees, agents, their families, and others, providing

Quality Standard" was born from our self-examination of these facts,

opportunities for them not only to plant mangroves but also to

and we have made it our most important issue for the current year tolearn about the environment and take part in international

ensure the thorough recognition of the standard among all our

cultural exchange.

employees and agents.

I have a feeling that such activities continue to encounter pros andcons from outside the company. I would suggest that you make areassessment of the project within the company and send your clear*2 Clean Development Mechanism (CDM): This is one of the Kyoto mechanism (flexible mechanisms) for supplementing efforts to reduce emissions of greenhouse gases as designed in the
Kyoto Protocol. It is a system under which developed countries and developing countries can work together to reduce emissions of greenhouse gases through projects conducted indeveloping countries, with some of the results being credited to the reduction of greenhouse gases by the developed nations.
Tokio Marine Group Corporate Social Responsibility Report 20087

messages to the outside world. (Nobuko Takahashi)

I think the issue of a good work/life balance is not one which

Our mangrove afforestation project not only contributes to theaffects women only but one which should be taken up together withprotection of the environment but also has a major spillover effect ofchanges in the style of men's work and in their awareness of theraising environmental awareness and providing an economic aid insituation. To achieve a good work/life balance, it would be necessary

extremely impoverished regions. In addition, the employees andto change the way men work by introducing, for example, childcare

agents who participated in the project have experienced distinct

leave and working at home. (Peter D. Pedersen)changes in their senses of value; for example, some began proactive

Now male employees can now take childcare leave, and theactivities to protect the environment and contribute to society in their

number of such cases has gradually increased. The system has justrespective communities. Last year we made the declaration of

taken shape and we are considering establishing a new system forcontinuing this project for 100 years, and shall continue to convey ourworking at home, and are now elaborating on details.

"spirits" in an effective way.

The working hours of global enterprises are 24 hours/day, 365
days/year across a wide range of time zones. To do business with

Promoting Diversity
To develop an environment in which diverse values arerespected and in which it is easy for people to work, we havesurvival to make proactive efforts to keep a good work/life balance.
(Nami Ohtsuka)
I think the objective of efforts for diversity is to achieve society inbeen making efforts such as promoting further normalization

which nobody is excluded. I would like the company to convey its

in the workplace, increasing opportunities for female

message explicitly to outside people and make efforts to achieve its

employees to be active, firmly implementing various systems

goal while improving the "Human Power" of all employees throughto support a good work/life balance, and creating ancommunicating the message to them as well. (Yoko Takahashi)

environment in which it is easy to use such programs.
While I understand that the number of female managers in the

We have been working to build up a workplace in which
motivated and capable employees can demonstrate their abilities tocompany has increased steadily, it would be easier for you to

the full regardless of attributes such as gender, nationality, and age.

proceed with the matter if you had numerical targets and roadmaps.

In seeking to be a global company as well, we would like to proceed(Nami Ohtsuka)

speedily with the employment of women, elderly people, foreigners

In our view, it would be more important to develop the capabilities
of female employees steadily and give them responsibilities which
will help them to become managers, rather than setting such
numerical targets.

8

people working in such organizations, I think it is essential for

Tokio Marine Group Corporate Social Responsibility Report 2008

and the disabled, in hopes of attaining good results.

Activities to Contribute to Local Communities
and Societies

we can determine the extent to which CSR rooted in the company.
(Yoshihiro Fujii)
We would like to build up a system in which, under the initiative

In the 3 key areas of "protection of the global environment,"of the directors and general managers, all employees feel easy to"safety and security," and "the growth of young people," weparticipate, while making clear what we can do in the areas ofhave been carrying out activities to contribute to local"protection of the global environment" and "safety and security,"

communities and societies, deeply rooted in our local

which are related deeply to our core business of insurance. Also, it iscommunities, in collaboration with nonprofit organizations andour intention to continue strengthening our ties to nonprofit

nongovernmental organizations in various parts of the world.

organizations and nongovernmental organizations.

I think it will be easier for employees to understand the company's
intentions if it shows them urgent issues in society together withguidelines for addressing them. In addition, I would very much like
you to proceed with your initiatives by including in them aperspective on how you are going to develop nonprofit organizationof more than 33,000 around the world, as the sector to work withyou. (Yoko Takahashi)
The principle of social contributions is based on the efforts thatcompanies and employees make on a voluntary basis. An
independent will to take part in social contribution activities is bornin a workplace where people are confident of their work and feel
fulfilled in their day-to-day work. The degree of social contributions
made in conjunction with the fulfillment of social responsibility in thecore business of a company may be regarded as an index by which

Attendees from Tokio Marine & Nichido (their positions and organizations being as of the time of the CSR Dialog)
Iwao Kimura,Shozo Mori,

President & Chief Executive Officer

General Manager, Corporate Planning Dept.

General Manager, Commercial Lines Underwriting Dept.

Takaaki Tamai,

Shuzo Sumi,

Yoshiaki Suzuki,

Masao Uehara,

Member of the Board, Managing Director

General Manager, Personnel Planning Dept.

General Manager, Corporate Marketing & Planning Dept.

Michio Nishizawa,

Hiroyuki Watabiki,

Naoto Ikeda,

General Manager, Quality Management Dept.

General Manager, Corporate Communications Dept.

Director/General Manager, Claims Management Dept.

Yoshihide Sakamoto,Toshifumi Kitazawa,

General Manager, Voice of Customers Dept.

General Manager, Personal Lines Underwriting Dept.

Mitsuru Muraki, General Manager, Corporate Planning Dept./General Manager, CSR Section (Chair of the Dialog)

Response to Opinions Obtained in the CSR Dialog
I believe that in this CSR Dialog we have been able togive the experts in attendance the impression of how
seriously we have been working to carry out our CSR
activities across a wide range of areas. In the future, I
believe we will need to raise the level of our CSR
management, by strengthening our efforts throughmaking commitments as a company, developing key
performance indicators (KPIs) for our activities,
creating relevant roadmaps, and adopting an approachthat strengthens a follow-up of these efforts.
Also, I think the greatest value of this kind of dialog

is the way it ensures the evaluation of our CSR activities
from objective points of view from outside the company.
We once again have recognized the importance of having
our own CSR activities reviewed from outsiders' points ofview.
With regard to "efforts to ensure the appropriateness ofbusiness operations" as well, which is an important issue
we face at the present time, we intend to act in all sincerity
and to the best of our wisdom, based on the opinions we
received today.

Takaaki Tamai,
Member of the Board,
Managing Director,
Tokio Marine & Nichido

Tokio Marine Group Corporate Social Responsibility Report 20089

Key Issues Faced by the Tokio Marine Group
Recently, we find ourselves face to face with problems that must be resolved in order to realize a sustainable
development, including global warming which is regarded as the greatest risk ever faced by all humankind and thedeclining birthrate and aging population in Japan.
Through its insurance business, the Tokio Marine Group has contributed for years to the development of society byproviding it with "safety and security." In addition, by making the most of the knowledge and experience accumulated in
the insurance business, the Group has expanded its business domains to include such kinds of business as financial andrisk-consulting services, healthcare services and others.
Under the circumstances where risks faced by individuals and companies in a modern society are increasingly diverse
every day, we are fully aware of the growing importance of the role and responsibility of a business group centered on
insurance which has the mission of "protecting companies and households from risks surrounding them."
At the Tokio Marine Group, we have identified that the issues of primary importance are "an improvement in the qualityof insurance business operations" and "a response to climate change/global warming" in accordance with the processes
mentioned below. This report covers our initiatives to cope with these issues in "Special Feature 1: Initiatives to Ensure
the Appropriateness of Business Operations and Regaining of Trust" (p.11) and "Special Feature 2: Taking on the Challengeof Climate Change" (pp.12-13).

Processes to Identify Key Issues
In promoting CSR activities, we have grasped the situation surrounding us by such means as "customer comments," "dialog with employees andagents" (pp.30-35), "feedback from socially responsible investment rating agencies and others" (p.29), and "dialog with external experts" (pp.6-9),
all of which have been carried out in the key member companies of the Tokio Marine Group.
We also have identified the key issues by taking into account social issues and effect on the economy, environment and society for therealization of a sustainable society.

Key Issues Faced by the Tokio Marine Group
Improvement in the Quality of Insurance Business Operations
It is very important to pursue the "quality" of products and services in order to respond to customers' expectations.
We are determined to do all we can to gain customer trust by recognizing the importance of returning to the basics of an insurancecompany in the supply of easy-to-understand products to customers and the appropriate payment of claims, reviewing our business process
in "the explanation of our products to customers," "the development of products" and "the payment of claims including administrative andsystem support," and advancing qualitative business management to the extreme.

Response to Climate Change/Global Warming
We recognize the fact that climate change and global warming are serious problems and risks common to all the humankind which may
cause a major impact on our future generations and that success or failure in our response to those problems will give a most significant
effect to insurance, the core business of the Tokio Marine Group.
As insurers it is our intention to do whatever possible to resolve the problem of global warming by not only fulfilling our role andresponsibility for prevention of global warming but also taking an initiative to reduce an environmental impact caused by our own businessactivities and providing relevant information to society.

10

Tokio Marine Group Corporate Social Responsibility Report 2008

Special Feature 1

Initiatives to Ensure the Appropriateness ofBusiness Operations and Regaining of Trust
Tokio Marine & Nichido and Nisshin Fire have been making efforts to establish appropriate business
operations in the areas of governance, the administration of claims payment and the verification andcorrection of insurance contracts, as most important issues based on the business improvement plans
submitted in April 2007 to the Financial Services agency of Japan.

Business Improvement Plans
Tokio Marine & Nichido and Nisshin Fire have been making unceasing efforts to review their operations related to the sale of insurance
products and payment of claims and have taken companywide initiatives to establish appropriate business operations. Generally
speaking, the improvement measures mentioned in the business improvement plans have been under way as scheduled. We are going to
make improvements more effective by continuous efforts based on the plan-do-check-act (PDCA) cycle.

Business Improvement Plans (Tokio Marine & Nichido)
Main initiatives taken by Tokio Marine & Nichido are described below:

Subjects of improvement
Improving and strengthening
the approaches to governanceand compliance with laws
and regulations, etc.

Improvement plans
Strengthening the approach to governance by incorporating the "perspectives of consumers"and "perspectives of outsiders," through initiatives including appointing an Outside Director as
the chair of the "Compliance Committee" in addition to adding 2 consumer representatives as
outside members of the "Quality Improvement Committee(Board of Directors)."

Establishment of the "Safety
Quality Standard" (as theessential quality level)

Defining the "Safety Quality Standard" as the essential quality level for products and services,
and implementing initiatives to ensure the "Safety Quality Standard" "by everybody, at all
times and in all places," from consumers' points of view.

Improving and strengthening
the approach to theadministration of claims
payment

Taking comprehensive measures throughout all operational processes, by such means asreviewing the approach to the administration of the payment of insurance claims andproviding support through new computer systems, to ensure that all customers are informed of
the claims they may receive and are paid appropriately, without fail. Also, achieving moreobjective and highly transparent customer services through means such as enhancement ofinternal audit for insurance claimspayment.

Improving and strengthening
policyholders' protection andconvenience

In order to improve the quality of sales, defining the "Safety Quality Standard" in sales.
Furthermore, developing a unique sales qualification system for the company in order to raise
the quality level of sales personnel. Also, seeking to achieve a product structure that is moreeasily understandable to customers, through the reorganization and consolidation of products
and clauses.

Establishing an approach forresponding to "customer
comments"

Improving and further building up an approach for sincerely accepting complaints, opinions,and other "customer comments" and proactively utilizing such comments in improving
operations, through means such as the establishment of the "Voice of Customers Dept."

Tokio Marine Group Corporate Social Responsibility Report 200811

Special Feature 2

Taking on the Challenge of Climate Change
Impact of Climate Change/Global Warming and Responses of Insurance Companies
Climate change is generally regarded as a most serious risk whichstable supply of insurance products, the insurance companies takecould affect the whole socio-economic structure of any country in thesteps such as elevating the skills of analysing and appraising theworld, by bringing about phenomena such as rising temperatures,

retained risks, setting appropriate premium rates and payment

heavy rainfall, and drought, thus causing a serious impact on healthconditions, and providing insurance products suited to newly realized

and ecosystems, physical damage to houses and other buildings, andrisks, as well as adopting an approach that will enable them to pay

economic losses such as the deprivation of income opportunities.

claims to customers swiftly and, furthermore, disclosing to society

In preparation for the probable payment of huge amounts ofclaims in the event of a major natural disaster, the insurance

the knowledge and risk information obtained in the process of
responding to such risks.

companies in the Group have taken such measures as securing

In addition, there is a need for the insurance companies tosufficient liability reserves and resorting to reinsurance and theenhance the services they provide to customers so that they may

securitization of risks which enable them to spread accepted risks

proceed quickly with recovery in the event of a disaster, by making

widely and continue their insurance business stably.

use of the experience and knowhow accumulated over the years andAs the risks of climate change increase in the future, it isimportant that, in order to fulfill our mission to society of providing a

expanding "precautional measures against disasters" and "postdisaster care services such as the restoration of devastated areas."

Anticipated Effects of Climate Change/Global Warming
Water

Food

Intensification of water shortages● Reduced availability of water andincreases in droughts, etc.

●

●

●

Decrease in cereal production
Negative impacts on fishers, etc.

HealthIncrease in malnutrition, diarrhea, and respiratory diseases
Increase in rates of mortality due to natural disasters● Increase in infectious diseases, etc.
●●

Ecosystems

Coastal areas

Increase in extinct species● Changes in ranges of the distribution of species● Increase in forest fires, etc.

●

●

●

Loss of coastal wetlands
Increase in property damage and human casualties
caused by water (i.e., heavy rainfall and flooding), etc.

Anticipated Effects on Insurance (Products and Services)
Effects on customers[Companies]● Suspension of business activities due to damage from causes such as
water shortages, flooding, and rising sea levels in coastal areas● Effects on the purchase of raw materials by industries handling food, etc.
[Individuals]● Damage to houses and other structures due to the occurrence of disasters
such as heavy rainfall, flooding, and rising sea levels in coastal areas● Increase in human casualties due to causes such as heatstrokes, respiratory
diseases, and disasters or other causes, and rising medical costs, etc.

Effects on insurance companies
Increase in the payment of insurance claims in connection withan increase in natural disasters and health impairment● Changes in risks retained by insurance companies● Review of claims services (readiness for claims payment)● Increase in demands for insurance suited to new environmental technologies●

12

Tokio Marine Group Corporate Social Responsibility Report 2008

* Based on the 4th Assessment Report (AR4) of the United
Nations Intergovernmental Panel on Climate Change (IPCC)

Responsive Actions Taken by Insurance Companies
Sophistication of risk assessment
Strengthening of risk management (analysis andassessment) and underwriting skills (calculation of
appropriate premiums) responding to changes in property
damage risks and death/illness/personal accident risks●
Sophistication of the retention policy on insurance risks● Strengthening of claims service at times of natural disasters(readiness to pay claims)●

Offer of measures for adapting to or mitigatingclimate change risks by means of insurance
products, consulting services, and others
Offer of insurance products corresponding to
the development of new technologies
Reduction of the environmental impact arisingfrom their own business activities

Tokio Marine Group's Challenge to Tackle Climate Change and Global Warming
The Tokio Marine Group has taken up a challenge to tackle climate change and global warming by taking the initiatives mentioned below. The
Group intends to contribute to the development of a sustainable society by proceeding steadily with those initiatives.

Tokio Marine Group's Challenge to Tackle Climate Change and Global Warming

December
2006

Starting-up of the "Global Warming Research Project Team"

November
2007

Formulation of the "Comprehensive Program on Global Warming"● Development of researches into risks related to climate change, together with outside scientific institutions● Formulation of the framework for climate-change strategies and action programs in each field

Web Comprehensive Program on Global Warming

Now

Execution of climate change/global warming strategies (programs in each field)
Carrying out risk management and risk research
Providing products, services, and consulting, and carrying out investment and financing
3 Reducing environmental impacts and expanding the scope of environmental management systems (FY2008: domestic / FY2009 and later: international)
4 Carrying out environmental awareness and social-contribution programs
1
2

1

Risk Management and Risk Research

2 Products, Services, and Investment and Financing

Since 2006, the Group has been promoting a "Global Warming Research

The Tokio Marine Group has been making efforts to provide products and services

Project" under the lead of Tokio Marine & Nichido, the Tokio Marine Researchwhich contribute to adapting to and mitigating climate change and global warming.

Institute, and Tokio Marine & Nichido Risk Consulting.
In cooperation with academic institutions such as the University of Tokyo●

Providing risk hedging programs utilizing weather insurance and derivatives (such as support
for farmers compensating them for crop damage, through weather insurance)

p.27

models of natural disaster risks by analyzing the impact of natural disaster risks●

Investment in environmental business through investment trust

p.28

such as typhoons on fire insurance and other products from a variety of angles.

●

Providing employers with risk consulting services, disaster-recovery support

and Nagoya University, we have been making efforts to improve assessment

services, and support for energy-conservation measures through facilities
p.27
management

In addition, at Tokio Millennium Re (Bermuda) and Tokio Marine Technologies(Atlanta) we have been proceeding with researches into risks related to climatechange, centered on North American hurricanes.

●

Reducing environmental impacts through the paperless renewal of
p.28
automobile insurance and Super-insurance policies●

Reducing wastes through repairs using recycled auto parts
p.28

At Tokio Marine & Nichido, surveys, analyses, and researches have been proceedingon matters such as improving various measures intended for the stable underwriting of
insurance risks through such means as reinsurance and the securitization of winddamage risks and future effects of climate change on the Group management.

3

Reducing Environmental Impacts

4 Environmental Awareness and Social-contribution Programs

Each member company of the Tokio Marine Group has been working toTokio Marine & Nichido provides support for activities intended to contribute toward

reduce the amounts of energy, paper, and other resources used in its

the realization of a sustainable society, through participation in international initiatives

business activities through attaining ISO 14001 certification and thesuch as the "United Nations Environment Program Finance Initiative" (UNEP FI), thep.39"United Nations Global Compact," and the "Carbon Disclosure Project."

Group's own environmental management system (Green Assist).
Tokio Marine & Nichido has been working to reduce its
environmental impact, with the goal for FY2012 of reducing its "carbonpp.40-42
dioxide emissions by 6% (from their level of FY2006)."

In addition, it has provided related information to society at large throughefforts such as holding seminars on global warming together with outside
pp.38-39
scientific institutions and holding "Green Lessons."

Tokio Marine Group Corporate Social Responsibility Report 2008

13

CSR at the Tokio Marine GroupThe Tokio Marine Group implements CSR through the execution of its Corporate Philosophy itself. Accordingly, the Grouphas established the "Tokio Marine Group CSR Charter" as a set of behavioral guidelines for such implementation of CSR
practices. The Group's goal is to solve social issues, to increase the value provided to all stakeholders, and to contributeto the sustainable development of society by working toward the sustainable growth of the Group as a whole, through thethorough implementation of CSR practices.

Tokio Marine Group CSR Charter
The Tokio Marine Group is committed to fulfilling its "Corporate Social Responsibilities" ("CSR") by implementing its management
philosophy to achieve sustainable growth together with the development of society, in accordance with the following principles:
Products and Services

Contribution to Local Communities and Societies●We aim to provide society with products and services to meet its needs for safety and security.

●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.

Respect for Human Rights and Dignity●We respect and actively promote the recognition of human rights for all people.

Compliance●We strive to ensure an energetic working environment that is both safe and healthy and●While striving to maintain high ethical standards at all times, we will pursue strict
compliance in all aspects of our business activities.

to promote training and education of our employees.

●We respect the right to privacy and strive to enforce thorough control of personal information.
Protection of the Global Environment

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

●We intend to disclose information timely and appropriately and to promote dialogue withall of our stakeholders to ensure effective corporate management.

Initiatives for CSR of the Tokio Marine GroupCSR encompasses areas such as respect for human rights andsuch as insurance and various other services, the most importantcompliance with laws and regulations, as well as environmental

element in practicing CSR is "Human Power" of its employees andprotection and consideration for local communities and societies. We

agents, who serve as points of contact with each stakeholder.

consider these to be obligations which are expected of a company as

Through CSR practices conducted by employees and agents with

its social responsibility, and we believe that we can provide value tosuch "Human Power," the Group intends to create new value forstakeholders only when this foundation is put in place. In addition, tosociety and to increase its corporate value by earning the high regard

the Tokio Marine Group, which provides value through intangiblesof all stakeholders.

The Tokio Marine Group's Stakeholders
By providing customers with the highest quality
products and services,we will spread safety andsecurity to all around us.

Customers
While demonstrating responsible management
as a good corporate citizen, we will make apositive contribution to society.

Local communities
and societies

Shareholders
Tokio Marine GroupAs cordial partners, we will cooperate with,learn from and grow with agents.

14

Tokio Marine Group Corporate Social Responsibility Report 2008

AgentsEmployees

For fulfilling our responsibility to shareholders,we will pursue global development of sound,growing and profitable businesses.

For promoting the creativity of each employee,
we will foster a corporate culture that encourages
free and open communications.

CSR Promotion Structure
In the Tokio Marine Group, groupwide CSR activity policies
are formulated by and key issues deliberated on in the "CSR

The CSR Promotion Structure in the Tokio Marine Group

Board," with membership made up of the presidents ofTokio Marine Holdings

directly owned affiliates and chaired by the President ofBoard of Directors

Tokio Marine Holdings. In addition, based on the results ofManagement Meetingthese deliberations Tokio Marine Holdings and directly
owned affiliates establish CSR policies for each fiscal year.

CSR Board

The Board of Directors of Tokio Marine Holdings decides on

Corporate Planning Dept.

CSR plans for the Group as a whole and periodicallymanages progress on these plans.
In addition, to make clear the responsibilities for CSR-

Tokio Marine & Nichido

Other Group member companies

Board of Directors CSR Committee

Board of Directors

related operations at each Group member company, alldirectly owned affiliates have appointed key personnel incharge of CSR-related operations. These key personnel

Management Meeting
CSR key personnel
CSR Section, Corporate Planning Dept.

submit various reports and other documents to Tokio Marine
Holdings in addition to bearing responsibilities forpromoting CSR.

Participation in the United Nations Global Compact
In light of the fact that the concepts behind and details of the 10 principles for behavior in connection with humanrights, labor practices, environment, and anti-corruption advocated in the United Nations Global Compact coincidewith the Tokio Marine Group's approach to CSR initiatives and its CSR Charter, since 2005 Tokio Marine Holdings andTokio Marine & Nichido have taken part in the United Nations Global Compact.
Web

The United Nations Global Compact http://www.unglobalcompact.org/

The Tokio Marine & Nichido Corporate Value Index
Tokio Marine & Nichido defines corporate value as the sum total ofthe values it provides each of the following stakeholders: customers,

Fields subject to assessment

Primary indexes

Customer
fundamentals

Number of individual customers, results of customer
surveys, number of comments received in "System forCollection and Utilization of Customer Comments," etc.

Agent fundamentals

Percentage of net premiums written accounted for by leading agents,
results of customer surveys (on satisfaction with agents), etc.

Management leadership

Results of external surveys on corporate image, results of
employee surveys, etc.

Organization and
Human Resources System

Percentage of employees with disabilities, number offemale employees (at or above a certain rank), results of
employee surveys, etc.

Organizational culture

Number of employee activities making contributions to local
communities and societes, number of leaves taken for volunteer
activities, results of external surveys on corporate image, etc.

Employee capabilities
Operational-processcapabilities

Results of customer and agent surveys (on subjects such as
employee behavior and services), results of internal audits in
Production Departments, branches, Claims Service Departments,
and Service Departments, greenhouse-gas emissions, etc.

Product strength

Results of external surveys on corporate image, results ofagent and employee surveys, etc.

company's Corporate Philosophy and CSR and are shared within the

Brand stength

Results of external surveys on corporate image etc.

company, thus being helpful in the assessment and formulation ofProfitability/soundness

Financial ratings, return on equity (ROE), etc.

shareholders, agents, employees, and local communities andsocieties. In 2003 the company developed the "Corporate Value
Index," its own scoring system, from the standpoint that it isimportant to review measures taken by quantifying the degree ofprogress made in such value as a result of measures implemented
each year. The Index classifies value provided to each of the 5
stakeholders – customers, shareholders, agents, employees, andlocal communities and societies – into 9 fields and designates
matters that should be evaluated and scored on a 1200-point scaleby themselves. These indexes are intended for use in thequantitative measurement and verification of progress in the

management strategies.

Tokio Marine Group Corporate Social Responsibility Report 200815

Performance of FY2007 CSR Initiatives and FY2008 Plans
Area of initiatives

Products andservices

Relatedstakeholders

Customers

Value
providedtocustomers"Human Power" of
employees andagentsTwo-way communication

Contributions to local
communities and societies

Protection of the
global environment

Compliance

Respect for humanrights and dignity

Assessment of efforts:

16

Employees,
agentsCustomers,
shareholders,
employees,
agents,local communities
and societies

Local
communities
and societies

Local
communities
and societies

Customers,
shareholders,
employees, agents

Employees

Pages

Review of various operational processes toward ensuring theappropriateness of operations

p.11

Building up structures (operational cycles) for proactively seeking"customer comments" and utilizing such comments in providing products
and services

p.26

Improving the quality of products and services provided to customers(society)pp.24-28

Improving competence for work (i.e. improving the "Human Power" of
employees and agents)
In particular, enhancing and strengthening the system for supporting
career development for female employees through training, selfdevelopment, etc.

pp.30-35

Enhancing skills in communication with stakeholders (i.e., customers,
shareholders, employees, agents, and local communities and societies)

pp.6-9
pp.29-30
p.35

Promoting understanding and increasing awareness of CSR among
employees

pp.32-33

Ensuring the thorough disclosure of information in a timely andappropriate manner

p.29

Promoting activities to contribute to local communities and societies(enhancing initiatives shared by the Group member companies)

pp.36-39

Proactive participation by the Group member companies' employees
and agents in voluntary mangrove-planting activities (February 2008:
Thailand)

p.39

General response to climate change
Promoting initiatives to prevent global warming (including climatechange)pp.12-13
p.42

Reducing environmental impacts
Expanding the scope of the environmental management system (EMS)
Reducing environmental impacts (in areas such as use of electricity,
natural gas, and gasoline, use of paper resources, and waste)

pp.40-42

Ensuring the appropriateness of operations from customers'
perspectives
Improving the compliance promotion structure

pp.19-21

Enhancing systems and operation for "supporting a good work/lifebalance" (promoting advances made by women into society)
Promoting employee health and efforts to reduce pressure on
employees (including mental healthcare)
Continuous promotion of training on human rights

pp.32-35

Implemented according to plan:◎

Tokio Marine Group Corporate Social Responsibility Report 2008

Assessment ofefforts*2

Main CSR initiatives in FY2007 (annual plan)*1

Largely implemented according to plan:○Partially implemented according to plan:△

Main CSR issues in FY2008 (annual plan)*3
Thorough establishment and spreading throughout the organization of various business processes*
intended to help to ensure the appropriateness of business operations(* Including products, payment of claims, operations related to sales of insurance products, andcomputer systems)
Promoting collection and utilization of "customer comments"
Further improvements in products and services through enhancing initiatives for "business
improvement-cycle"
Improving the quality of products and services provided to customers (society)
Developing products and services useful to "Safety and Security"

Improving competence for work (i.e. improving the "Human Power" of employees and agents)
Enhancing and strengthening support systems for employees and agents in areas such as training
and self-development, through efforts such as sales qualification systems and e-learning

Further promotion of direct dialog with each stakeholder
Customers: Building a database of "customer comments" obtained through means such as
customer monitoring systems
Shareholders and other investors: Enhancing IR activities, including explanatory meetings
Employees and agents: Enlivening a dialog with each level of employees and with agents
Local communities and societies: Enhancing dialogs with external experts, etc.
Promoting understanding and further increases in the awareness of CSR among the Group member
companies' employees and agents, through means such as Group internal PR and each company's
training efforts
Timely and appropriate disclosure of information on each Group member company, via websites

Promotion of activities to make contributions to society in each country and region around the world
Adopting a support structure that makes it easy for employees to participate in social-contribution
activities
Target number of participants in volunteer activities: 5000
Proactive participation by the Group member companies' employees and agents in voluntarymangrove-planting activities (July 2008: Vietnam)
Steady initiatives in various fields (i.e., products and services, risk research, investment andfinancing, reducing environmental impacts, environmental education)
Domestic Group member companies
Beginning EMS adoption and the PDCA cycle (monitoring) at each Group member company
Continued efforts to reduce environmental impacts at each company (each office)Overseas Offices
Continued initiatives to reduce environmental impacts at each company (each office)
EMS adoption at key offices (steadily expanding the scope of the EMS over the medium-to-longterm)
Ensuring the appropriateness of business operations at each company based on the "Group's
Fundamental Policy on Internal Control" (enhancing guidance provided by the holding company to theGroup member companies and supporting improvements in approaches to promoting compliance)
Promoting diversity (e.g., creating employment opportunities and improving the work environment
for people with disabilities, promoting opportunities for female employees to thrive)
Enhancing systems and operation for "supporting a good work/life balance"
Promoting employee health and efforts to create a more relaxed workplace (including mental
healthcare)
Continuous promotion of training on human rights

Overview of FY2007
Every member company of the Tokio Marine Group(particularly domestic insurance companies)
strengthened its initiatives to improve the quality ofoperations, by giving top priority to "ensuring theappropriateness of business operations," and madeprogress largely according to plan. In addition, every
member company has established a system formeasuring an environmental impact arising from its
own business activities and strengthened its
initiatives to reduce such impact. Also, in the area ofmaking contributions to society, the Group companies
around the world have carried out many activities ofan "employee-participation type" in cooperation witheach other and in harmony with local communities
and societies.

Activity Plans for FY2008
In continuation from FY2007, every member company of theTokio Marine Group will carry out various kinds of CSR
activities, by giving foremost priority to "ensuring theappropriateness of business operations," which will lead to
improvement in the quality of products and services, andstrengthening initiatives to tackle climate change/global
warming. The Tokio Marine Group intends to contribute to
the making of a sustainable society through CSR activities
by each Group member company and, in turn, earn a higher
level of trust from all stakeholders.
*1 This section reports on the initiatives taken by Tokio Marine
Holdings, Tokio Marine & Nichido, Nisshin Fire, Tokio Marine &Nichido Life, Tokio Marine & Nichido Financial Life, TM Asia,
Tokio Marine Property Investment Management, Tokio Marine& Nichido Career Service, Tokio Marine & Nichido Facilities,
Tokio Marine & Nichido Medical Service, and Tokio Marine &Nichido Anshin Consulting, each of which has established a
CSR plan of its own.
*2 Please have a look at the beginning part of each chapter for asummary of activities implemented and the progress made in
FY2007.
*3 The overseas Group member companies have been amended to
be included in the framework of CSR plans for "overseas
insurance operations," following a review of the governance ofsuch operations. In addition, beginning in FY2008 Tokio Marine
Holdings and its 10 Group member companies will formulate
CSR plans, as a result of Tokio Marine & Nichido Risk
Consulting becoming an operating subsidiary of Tokio Marine
Holdings.

Tokio Marine Group Corporate Social Responsibility Report 200817

Management

Corporate Governance
Tokio Marine Holdings has constructed a system for ensuring sound and highly transparent corporate governanceand, as a holding company, supervises each Group member company appropriately.

Conditions of Corporate Governance

Governance of Subsidiaries
The Tokio Marine Holdings carries out the supervision of its

Corporate Governance Structure

subsidiaries including the monitoring of their business plans, by
The following is an overview of the corporate governance structure.
Body

agreements. It also formulates fundamental policies for theRole assigned (top) and composition (bottom)

Board ofDirectors

Corporate
Auditors,
Board ofCorporate
Auditors

exercising its shareholder rights and rights based on management

The Board of Director is responsible for decisions on important mattersrelating to the execution of Tokio Marine Holdings' business, for supervising
the performance of individual directors and establishing an appropriate
internal control environment and an effective internal control system.

promotion of compliance, risk management, and internal auditing for

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

operating structures based on these policies.

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

the Group and supervises its subsidiaries through building and

Basic Policy for Internal Control

Approx. 5 members.
In principle, a majority of these must be outside Corporate Auditors.

Nominationcommittee

Deliberates and reports to the Board of Directors on appointment andremoval of Directors and Corporate Auditors of Tokio Marine Holdings
and major subsidiaries and on requirements for such appointment.

Tokio Marine Holdings has formulated the "Basic Policy for Internal Control"

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

the Corporation Law. The policy sets forth the fundamental components ofDeliberates and reports to the Board of Directors on performance
evaluations of Directors and Corporate Auditors of Tokio Marine Holdings
Remuneration and major subsidiaries and on the executive compensation system.
committee Approx. 5 members, a majority of whom must in principle be outside
members. The committee chair shall be chosen from among theoutside members.

in accordance with the Corporation Law and the Enforcement Regulations of
the systems related to areas such as compliance, risk management, internal
auditing, saving of information, and audits by corporate auditors, in addition
to the structure for monitoring the appropriateness of business operations at
each Group member company in the capacity of a holding company.
○Basic Policy for Internal Control (overview)

Executive Remuneration System

・Structure for ensuring the appropriateness of business operations in the Group

Remuneration for full-time directors of Tokio Marine Holdings consists

・Structure for ensuring that performance of duties in compliance with laws and regulations and the Articles of Incorporation
・Fundamental policies for risk managementof 3 elements: fixed remuneration; bonuses related to the business

・Structure for ensuring the efficient execution of duties

performance of Tokio Marine Holdings and the performance of the・Structure for customer protection, etc.
・Structure related to the saving and management of information regarding the execution of the Directors' duties
・Structure for ensuring the appropriateness and reliability of financial reports
・Structure related to auditing by corporate auditors

individual; and stock options. Remuneration for corporate auditors andpart-time directors of Tokio Marine Holdings consist of 2 elements;
fixed remuneration and stock options. Remuneration for directors of
main subsidiaries follows, basically, the above scheme.

Web Tokio Marine Holdings' Basic Policy for Internal Controls■ Corporate governance organizational chart(As of July 2008)

General meeting of shareholders
Appointment/removal

Appointment/removal

Appointment/removal

Nomination committee

Audit

Corporate Auditors (Board of Corporate Auditors)
Approval on
appointment/removal
Evaluating theappropriateness of audit

Accounting
audit

Coordination

Internal audit section

Independent auditors

18

Coordination

Board of Directors (Directors)

Tokio Marine Group Corporate Social Responsibility Report 2008

Supervision
Audit

Internal audit

Management meeting
Planning and administrative sections

monitoring

Supervision/monitoring

Operating subsidiaries

Remuneration committee
Compliance Committee
Risk Management Committee

Management

Compliance
The Tokio Marine Group which places customer trust at the base of all its activities has taken various initiatives in consideration
customers, to maintain high ethical standards and communicate such ways of life to customers in their day-to-day business.

Initiatives and progress in FY2007 (main points)■To maintain the appropriateness of business■Secured the appropriateness of business operations

operations from customers' viewpoints

at each Group member company in accordance withthe "Group's Basic Policy for Internal Control"■To advance the promotion of compliance■Strengthened the guidance of the Group member companies
and supported their promotion by the holding company■ Tokio Marine Group's compliance structure

Tokio Marine Holdings
Corporate
Auditors

Board ofDirectors

Board ofCorporate Auditors

Compliance Committee

The Compliance Structure in the
Tokio Marine Group

Compliance Department

Tokio Marine Holdings drafts groupwide measures based on the

Indication of
fundamental polices andothers,guidance/supervision/ Internal
audit
administration/monitoring

Reports

Group's "Basic Policy for the Promotion of Compliance" and its "CodeEnvironmental Performance

Promoting Compliance through
Daily Operations

Social PerformanceIssues and targets in FY2007

Managementof the fact that it is very important for its employees and agents, who serve as contact points between the Group and its

Group member companies(applies to Tokio Marine & Nichido)

of Conduct" and conducts the periodic monitoring of the Group
member companies.
Each Group member company promotes compliance appropriate to

Corporate
Auditors

Board ofDirectors

Compliance Committee

the nature and size of its own business and submits importantmatters to Tokio Marine Holdings for discussion or reporting. In

Board ofCorporate Auditors

Compliance Department

addition, Tokio Marine Holdings deliberates and makes decisions on
Branch CPL

compliance-related matters in bodies such as its ComplianceBranch CPL

Branch CPL

Business Support
Department CPO

Committee and its Board of Directors, and it provides the Group

Tokio Marine Group Code of Conduct(revised July 1, 2007) (excerpted section titles)
The Tokio Marine Group has established the "Tokio Marine Group Code of Conduct" to cover matters with which theemployees and management of all Group member companies must comply, considering that the foundation for its
management activities lies in carrying out its business activities in compliance with laws, regulations, and various rules.

Basic Principles:
1 Compliance with laws and regulations
1-1

Compliance with relevant laws

2 Social and Political Issues

4 Respect for Human Rights and

2-1

Anti-social Forcesthe Environment

2-2Political Activities, Political Funding

4-1

Anti-discrimination2- 3Gifts and Entertainment

4-2Anti-harassment

4-3

Private Information

4-4

Protection of the

1-2

International Rules and Local Laws

1-3

Free and Fair Competition

1-4

Conflicts of Interest

High Transparency in Management

1-5

Insider Trading

3-1

Appropriate Transaction

1-6Intellectual Properties

3-2

Public Disclosure

1-7

Working Environment

3-3

Accurate Information

3-4

Confidential Information

3 Appropriate Actions of and

Global Environment

Applicable Laws, Rules,
Regulations and Internal Rules
Reporting

Web Tokio Marine Group Code of Conduct

Tokio Marine Group Corporate Social Responsibility Report 200819

member companies with guidance and advice as needed.
Tokio Marine & Nichido has established a governance structurewith a high degree of management participation through its

Nurturing the Sense of Ethics
among Employees and Agents

Compliance Committee and has appointed a Compliance Leader (CPL)in each production department who provides guidance on initiatives

Compliance Education and Training for Employees

for compliance and fulfills a check-and-balance function, among other
responsibilities. It also has appointed a Compliance Officer (CPO) in

The Tokio Marine Group has covered systems, structures, and rules

each region's business -support department who fulfills a check-and-for ensuring thorough compliance in documents such as thebalance function with regard to production departments and supports

compliance manuals of the member companies which are madethe CPL. In this way, it has built up a structure for thoroughavailable for the use of all members of the management andcompliance throughout a wide range of operations it conducts.

employees. In addition, it has prepared various manuals
corresponding to the types of business to clarify relevant rules andIn the overseas member companies, compliance is promoted
under the lead of the CPOs in the respective companies along thehas also implemented various kinds of training for individual

lines of the above principles and by respecting local laws andpositions and levels and for each workplace in order to have the firm

regulations.

knowledge of compliance, which is needed for all employees, takeroot in their minds.

Hotline System
The Tokio Marine Group has installed internal and external hotlines
as a system for handling reports and consultation from employees
and the management of the Group member companies in the event acompliance-related issue has arisen or there is a likelihood of suchan issue coming to the fore. In FY2007, this hotline system received
roughly 160 reports and consultations throughout the Group, which
replied to each of them appropriately. The Group keeps personalGroup member companies' compliance manuals

information on individuals making such reports strictly confidential toit and will never give any disadvantageous treatment at all to people
making such reports.

Implementing Thorough Compliance through
Daily Operations■ Hotline system structure

Telephone/e-mailReportTelephone/e-mailReport/consultation

all employees particularly in sections in charge of production andclaims services.
The Compliance Leader (CPL) assigned to each production
department provides guidance on initiatives to production and claims
services sections and fulfills a check-and-balance function withregard to business operations in each section, through handlinginquiries on individual matters as well as conducting compliance

Telephone/e-mail20

ReportCompliance Committee

management,
employees,
temporaryemployees

Report/consultation

important business activities in day-to-day business operations, byCompliance hotline

Tokio Marine
Group member
companies

Tokio Marine & Nichido proceeds with thorough compliance as
External hotline(external law office)

Person making
report orrequesting
consultation

Tokio Marine Group Corporate Social Responsibility Report 2008

training for employees and agents.

Implementing Thorough Compliance by Agents

Acquisition of External Certification
The Tokio Marine Group has been working aggressively to acquire

range of products including life insurance and investment trust in

external certifications related to information security. The

addition to nonlife insurance, it has been making efforts, in the same

certifications acquired include the "Privacy Mark" and "Information

way with its employees, to have thorough compliance implemented

Security Management System (ISMS) certifications" (see the tableby agents and sales personnel also who handle the same types of

below). These achievements represent the acknowledgement madeproducts.

of the initiatives taken within the Group to protect personal
information. The Group intends to make continuous improvement andwith group training and compliance courses on the Internet, as well

to strengthen further its information-security management structure

as support for the construction of their compliance systems. Tokioin the future.

Marine & Nichido Life implements training for agents using training
materials giving an easy-to-understand explanation of sales rules(such as CD-ROMs for role-playing).

■ Status of acquiring external certifications related to information security
Certification
date

Certification

Tokio Marine &Nichido Communications

Nov. 2005
March 2006

Privacy MarkISMS

Tokio Marine &Nichido Life

April 2006

Privacy Mark

Tokio Marine &Nichido Career Service

June 2006

Privacy Mark

Tokio Marine &Nichido Systems

Aug. 2006
Dec. 2006ISMS
ITSMS*

Tokio Marine &Nichido Risk Consulting
Millea Mondial

June 2007

Privacy Mark

Aug. 2007

Privacy Mark

Sept. 2007

ISMS

Tokio Marine &Nichido Medical Service(Health Promotion Dept.)
A screen used in an e-training system

Environmental PerformanceGroup member company

Social Performance

Tokio Marine & Nichido provides its agents and sales personnel

Management

Since each member company of the Tokio Marine Group handles a* Third-party certification system on operational management of IT services (ISO/IEC 20000)

Certifications acquired by
Tokio Marine & Nichido Communications

Initiatives for Information Security
Information-security Management Structure
BS7799-2-2002/IS502163

ISMS Ver2.0/IJ02066

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 suchinformation. Each Group member company formulates and releases a
policy of its own, in accordance with the Privacy Policy.
The Compliance Department of Tokio Marine Holdings supervises
information security for the entire Group, and a section in charge of
information security has been established in each Group member
company. Through these efforts, the Group endeavors to build up aneffective management structure for information security.
Web The Tokio Marine Group's Privacy Policy

Tokio Marine Group Corporate Social Responsibility Report 200821

Management

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

In accordance with basic fundamental policy for the risk

Risk Management in the
Tokio Marine Groupmanagement of the entire Group, each operating subsidiary in theGroup establishes its own risk management policy and implements
risk management for itself and its subsidiaries.

Risk-management Approach
Practicing Risk Management
In the Tokio Marine Group, operating subsidiaries themselves carryout risk management for risks related to their business, while Tokio

The Group actively controls underwriting risks and asset-

Marine Holdings ascertains the situation of risks faced by the Groupmanagement risks (i.e., market risks, credit risks, and real-estate

as a whole and conducts risk management for the entire Group.

investment risks) by regarding them as core risks which should be
put under control as sources of revenue. In addition, in such areas as

Tokio Marine Holdings establishes basic policies for the entire
Group and promotes the consolidation and improvement of theclerical and system risks pertaining to the Group's businessgroupwide approach to risk-management. In addition, it also

activities, the Group clearly identifies where such risks lie and seeks

conducts quantitative risk management for the entire Group, for theto stabilize management through appropriate risk-management in the

purposes of maintaining the Group's ratings and preventing

area of preventing and reducing losses.

bankruptcy.
■ Tokio Marine Group risk-management organizational chart

Tokio Marine Holdings

Risk Management Department
Insurance underwriting risk

Management Meeting

Board of Directors

Core risk

Market risk
Credit risk
Real estate investment risk
Liquidity risk
Office work risk
System risk

Risk Management Committee

Corporate Auditors

Associated risk

Board of Corporate Auditors

Information leakage risk
Legal risk
Reputational risk
Other risk
Indication of policies,
guidance/supervision/
administration/
monitoring

Reporting

Subsidiaries* For details of "risk management," please have a look at the Annual Report 2008 of Tokio Marine Holdings

Disaster-response Measures

to ensure that it can continue its important business operations as aproperty and casualty insurer, such as receiving accident notices, paying
claims and concluding policies, in the event of a natural disaster such as an

Business Continuity Plan (BCP*)
Tokio Marine & Nichido has formulated the Business Continuity Plan (BCP)

22

Tokio Marine Group Corporate Social Responsibility Report 2008

earthquake or a typhoon, both in the disaster-stricken area and elsewhere.
* A BCP is a plan established in advance for the continuation and recovery of thecompany's important business operations in the event of disasters or similar incidents.

1 Basic Policy for Responding to Disasters

5. Measures for continuation of key operations
In addition to the preparation of the planned location for establishing the・To check the safety of customers, employees and their families,

Head Office Disaster Response Headquarters, advance preparation foragents, and others

substitute head-office locations, preparation for backup information

・To make every effort to cooperate in securing safety in the local

systems, and the adoption of a system for checking employee safety,

communities

various manuals have been made ready for individual roles and levels.

Management

1. Principles of employees' conduct

2. Basic policy for business continuity

3 Education and Training

operations by supplying resources such as personnel, funds, andVarious types of education and training programs have beenothers as needed

implemented for individual roles and levels, such as desktop training
for the President and other Directors and training for all employees.

2 Formulation of Plans and Measures forContinuation of Important Business Operations
1. Anticipated risks and damage

4 Inspection and Corrective Measures

Social Performance

・To give top priority to the continuation of important businessIn addition to inspections conducted by the Disaster Response
Promotion Team on the progress of disaster-response measures at allbuilding and the Tama Systems Center in an earthquake striking

branches and audits performed by external organizations,the Head Office building with a "seismic intensity (on theappropriate improvements and corrections are made for any

Japanese scale) of greater than 6," making both facilities unusable

inadequacies discovered in these inspections and audits.

for a certain period of time.

5 Review of Plans by the Management

2. Selection of key business operations
The operations selected as important business operations are

At a regular annual meeting on disaster-response measures and"receiving of accident notices"; "payment of claims, maturity refunds

other meetings, the president and other directors review all aspects

and other payables"; and the "conclusion of insurance contracts."of these plans.

Environmental Performance

The worst-case scenario envisages damage to the Head Office

3. Setting a recovery target
Should the Tama Systems Center become unavailable for use, wewould see that key operations will be handled manually at first,
whether taking place inside or outside the area affected by the

Preparation of a Claims Service Structure for Use in the
Event of a Disaster Striking the Metropolitan Area

disaster, and that the backup systems needed for the continuation of

Should the Head Office facilities become unusable because of aimportant business operations will be up and running 24 hours later.

disaster striking the Metropolitan area in particular, a "Kansai Claims
Service Backup Headquarters" would be set up within the Kansai

4. Setting up required organizations and framework
The "Head Office Disaster Response Headquarters" commanded

Backup HQ to attend to initial-stage needs such as receiving accident

by the president will be set up at the Head Office. In the event of

notices from the disaster-stricken area (the Metropolitan area) until

damage to the Head Office being severe, the "Kansai Backup HQ"

the lifeline and other services are restored in the area.

will be established in the Kansai region. In addition, the "DisasterIn the Metropolitan area struck by the disaster, a "Claims Service

Response Promotion Team" has been established as a standing

Headquarters" and its subdivisions would be set up within the Headorganization handling on a regular basis efforts related to

Office Disaster Response Headquarters, with the Claims Service

responding to disasters.

Dept. in charge of Tokyo and Chiba, Saitama, and Kanagawa
prefectures at its helm. Support personnel will be assigned to the■ Head Office Disaster Response Headquarters

Claims Service Headquarters from facilities across Japan, and aorganizational chart (summary)unified provision of claims services would begin at 6 facilities other

Head Office Disaster Response HQ Headquarters Chief: President
Disaster Response Promotion Team(standing organization)
UnderCorporate
writing
Administration Confirmation
Div.
Div.

Kansai Backup HQ

ClaimsServiceDiv.

Accounting
Div.

Customer/
AgentServicesDiv.

than the Head Office, to be determined in advance.
An infrastructure needed to provide claims services swiftly to theMetropolitan area in the event of a natural disaster has been built up in
advance in the locations where the "Kansai Claims Service Backup
Headquarters," the "Claims Service Headquarters," and separate
subdivisions would be established. And we have established the schemeof dispatching support personnel as needed in all offices in the company.

Tokio Marine Group Corporate Social Responsibility Report 200823

Social Performance

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

Issues and targets in FY2007

Intiatives and progress in FY2007 (main points)■Reviewing various business processes toward■Formulated quality standards for products andensuring the appropriateness of businessservices provided to customers

operations■Building a structure for proactively collecting■Established quality standards based on"customer comments" and using them in products"customer comments" (business improvements

and services

through a consumer monitoring system)■Implemented improvement measures based on
conformity to the ISO 10002 Complaints
Management System standard (at Tokio Marine& Nichido and Tokio Marine & Nichido Life)■Increasing the value of products and services
provided to customers (society)

Providing Customer-oriented Value■Provided value through the "products andservices" offered in each business

When a Customer Contracts an Insurance Policy
In insurance contracts like automobile insurance, fire insurance and

The Tokio Marine Group's Conceptof Customer-focused Valuelife insurance, insurance companies provide in advance for details ofcoverage given to their customers by way of insurance clauses, etc.

The Tokio Marine Group has earned a high regard from its customers

Each insurance company of the Tokio Marine Group makes it a rule toby providing products and services which go ahead of the times, ininform customers of all details of insurance contracts without any

accordance with the Group's corporate philosophy "by providing

omission, including points requiring particular attention, at the time ofcustomers the highest quality products and services, we will spread

effecting contracts with them and verify that they have correctly

safety and security to all around us."understood the content of insurance contracts they have entered into.

From a medium-to-long-term viewpoint, it is conceivable that

For example, Tokio Marine & Nichido started from April 2007 thesocial and economic changes inside and outside Japan could givesystem of double-checking that the content of an insurance contract

rise to new risks such as the declining birthrate and aging population

which a customer is going into fully meets his or her needs, by using

and global warming. In response to the diversifying needs of both"a confirmation sheet of contract details" before the contract is

individual and corporate customers in connection with such changes,

effected with the company so that the customer may choose a

the Tokio Marine Group will combine the capabilities of all the Group

contract most appropriate to him or her.

member companies and will do its best to provide new products andIn addition, the company has been continuing efforts to improve

services that anticipate the changing times and surpass the"the confirmation sheet of contract details" by making it easier forframework of the conventional insurance products and services, incustomers to understand based on comments from them.

areas such as the financial, medical, and consulting fields.

* Climate change indicates an initiative to respond to climate change and global warming. Please have a look at "Special Feature 2: Taking on the Challenge of Climate Change"(pp.12-13) for details.

24

Tokio Marine Group Corporate Social Responsibility Report 2008

Response on the Occurrence of an Accident
Response to an Accident Occurring Anytime and Anywhere

Tokio Marine & Nichido offers an automobile insurance product, "Total

structures which enable them to provide swift caring services no matter

Assist," that fuses traditional "insurance" with "assistance services." In

where in Japan an accident occurs, by assigning claims staff, lawyers,

hopes that customers may enjoy their lives with cars of their own with

consulting doctors and other specialists throughout Japan. In addition, in

greater safety and security, we have incorporated in the "Total Assist" 6order to respond quickly to accidents occurring anytime and anywhere, theadditional services including "Assistance You Can Choose When

companies have installed toll-free dial systems which enable them to

Hospitalized," on top of the traditional coverage of automobile insurance. By

respond to accident notices and consultation on accidents from customers

doing so, it provides customers with economic and mental support from the24 hours a day and 365 days a year. Even when an accident notice isphase of accident prevention through follow-up care after an accident.

received on holidays or during the night on week days, the company isThis new concept of automobile insurance has earned the support of aready to make an initial-stage response such as making contact with thegreat number of customers, with its innovative combination of high-quality

other party to the accident or arranging a replacement vehicle, asassistance services such as support in emergencies like an automobile

requested by the customer.

accident or breakdown (Road Assist), supply of information on loss
prevention (Loss Prevention Assist), various kinds of support whenGroup member company, Tokio Marine & Nichido provides emergency

hospitalized in an accident (Assistance You Can Choose When Hospitalized),assistance services at the "International Helpdesk" located in Tokyo. The

and medical consultation in everyday life (Medical Assist).

International Helpdesk can receive calls on overseas accidents and■ 6 types of assistance " Total Assist " only can provide

illnesses from anywhere in the world 24 hours a day and 365 days aLoss Prevention Assist

year. Also, Tokio Marine & Nichido also accepts accident notices in

Medical Assist

Environmental Performance

Further, in cooperation with the International Assistance (INTAC) of its

Social Performance

Tokio Marine & Nichido and Nisshin Fire have constructed claims service

Management●

Automobile Insurance "Total Assist" Providing"Safety and Security" Both before and after an Accident

English and various inquiries from customers through its website.
●

Receiving Accident Reports by Fax from Customers with

Assistance
You Can Choose
When Hospitalized

Hearing or Speech Disabilities(Patent pending)

For customers with hearing or speech disabilities, who have difficulty
reporting accidents by telephone, Tokio Marine & Nichido's Accident

Only Total Assist provides 6 benefits forsafety, in compensation for policyholders
and the other parties involved in an
accident as well as vehicle
compensation and fuses a full range ofcompensation with high-quality
Assistance.

Passive Accident
AssistReport Center (the Tokio Marine & Nichido safety hotline) started in
April 2008 the service of receiving notices by fax to an exclusive
number for the purpose, by using a special form which can be
Road Assist

downloaded from the company's homepage.
●■ Claims service system (as of July 2008)
Tokio Marine & Nichido

On-site Accident Assist

Medical Assist Provides Peace of Mind at All Times

In partnership with Tokio Marine & Nichido Medical Service, Tokio Marine
Nisshin Fire

& Nichido provides free medical consultation services as assistance

246 locations

109 locations

Staff

approx. 8,900 people*

approx. 1,093 people

Lawyers

approx. 520 people

approx. 38 people

emergency medical consultation, consultation with specialized doctors by

Advisory doctors

approx. 140 people

approx. 12 people

appointment, information on medical facilities, and specialized

Tax accountants, accountants

approx. 70 people–

approx. 2,400,000 accidents

approx. 210,000 accidents

Service locations

Number of automobile
accidents handled* The number of staff for Tokio Marine & Nichido is as of July 2007.

Tokio Marine & Nichido

Total

patient or the transfer of a patient to another hospital.

Nisshin Fire

Emergency medical
consultation"Emergency specialists" and highly experienced nurses
active on the front lines of emergency medicine provide
emergency medical consultation 24 hours/day, 365
days/year
Specialists in a wide range of medical fields handle
medical and health consultation on the phone byappointment
Provision of information on facilities such as emergency
medical facilities open at night and on weekends and thenearest medical facilities for customers who are on theirtravels

943,022*

129,717402,643

12,536

Consultation withspecialized doctors byappointment

1,345,665

142,253

Information on
medical facilities

Other (e.g., Road Assist,insurance consultation)

consultation on cancer, and arrangements for the transportation of a

■ Service overview■ Number of reports of accidents handled (FY2007)
Accident reports handled

targeted at certain policyholders. By telephone, this service provides* Claims received by the Tokio Marine & Nichido safety hotline

Tokio Marine Group Corporate Social Responsibility Report 200825

research program has been promoting initiatives to protect

System and Initiatives for Utilizing
Customer Comments

customers against risks, worries and anxieties by jointly developing
tools to communicate to them in plain language the importance ofpreventive medicine and medical checkup, as well as knowledge on

With customer trust placed at the base of all its activities, eachcancer, carrying out drives for enlightenment through the nation-wide

company of the Tokio Marine Group has structured systems

sales network of Tokio Marine & Nichido Life and opening a "Special

maintained to make the most of customer comments by listening

Counter Cancer Consultation" at TMS's 24-hour Call Center.

sincerely to them and meeting customers' expectations.
For example, Tokio Marine & Nichido and Tokio Marine & Nichido
Life have developed the "System for Collection and Utilization ofCustomer Comments" on the intranet to gather and analyze customer
comments received through production departments/sections, subbranches, and customer centers, for the purposes of sharing
information within the company and making improvements.

Shizuoka Cancer Center

Customer comments considered to require companywide responses
are passed on to the attention of departments/sections in charge.
■ Flow of "Customer Comments" (Tokio Marine & Nichido)
Customer comments

Customers
In person, by phone, e-mail, etc.

Consumer monitors
Agent monitors

Voice of Customers Department

Feedback to customers

Subject analysis and planning and drafting of proposed improvements

Customer surveys

System for Collection and Utilization of Customer Comments

Board of Directors
Compliance Committee
Risk Management Committee
Quality Improvement Committee
Management Meeting

Production,
claims,and Head Office sections
Each Group Member Company《Comment from the Research Partner》

As the number of cancer patients is on an upward trend, the current"era of cancer" is expected to continue until roughly 2050, when the
aging of society becomes stabilized. Improvement in recovery rates
depends on efforts by every individual person (for prevention, medical
checkup, and quick consultation with a doctor on the first manifestationof any symptom), and I believe the activities pursued by agents of Tokio
Marine & Nichido Life for the spread of and enlightenment on thecorrect knowledge of cancer is highly significant in the present society.

Dr. Ken Yamaguchi, Director, Shizuoka Cancer Center

Providing Support for Self-directed Asset-formation
through Variable Annuity InsuranceWith the increasing importance of self-directed efforts for asset
formation amid the ongoing trends of the low birth rate and aging
population, Tokio Marine & Nichido Financial Life has been intent on
developing variable annuity insurance which supports customers'
formation of assets. Thus, the company gives support to its

Responding to Risks Faced by Individuals
Joint Research Agreement Concluded
with the Shizuoka Cancer Center26

customers' affluent and comfortable lives through the supply of
insurance products and services with high-level added values.

In July 2007, Tokio Marine & Nichido Life and Tokio Marine &Aiming to Provide Investment Trust Services Easy to
Understand for Beginner Investors

Nichido Medical Service (TMS), both of which provide insurance

In the acceleration of the trend "from savings to investment," investment

products and medical services from patients' viewpoints, concluded atrust products have come to be spotlighted as a means of asset

comprehensive agreement on joint researches into the "best ways toformation. At the same time, customers sometimes comment that "theprovide consultation, support and information regarding thelanguage used in pamphlets promoting investment trust business istreatment of cancer" with the Shizuoka Cancer Center, one of the

difficult to understand," and that "the key points of the investment are not

top-level facilities in Japan for the diagnosis and treatment of cancer

quite clear." In the circumstances, Tokio Marine & Nichido has introduced

and support services for cancer patients and their families. This joint

such means as an explanation of products by its employees in charge ofTokio Marine Group Corporate Social Responsibility Report 2008

without requiring the replacement of equipment, by disassembling

points (second opinions) by outside specialists, on the Web video siteand precisely cleaning equipment and devices damaged by smoke"Toushin TV," which are expected to deepen customers' understanding ofand soot from a fire or mud from a flood with the use of special"products' characteristics and merits" and "risks involved." Thus, thecleaning technologies, then drying, inspecting, and reassembling it.

company gives support to private investors so that they may choose

This service also has attracted attention from the viewpoint of

products based on a good understanding of the business.

environmental protection.

For Achieving the "Safety and Security" of Food

Social-contribution Activities
through Core Business Activities
Provision of a Mutual-aid Systemthrough Takaful Services
Takaful is a mutual-aid system compatible with Islamic law, planned andoccurring in society in recent years, such as food poisoning and theintroduced in the second half of the 1970s. While Islamic nations havefalse labeling of ingredients, consumers' level of interest in food safety

experienced remarkable economic growth in recent years, Western-style

has much increased. In the circumstances, food companies are required

insurance products have not spread in such markets since they conflictto respond to such cases even more quickly than before, throughwith Islamic law. In response, the Tokio Marine Group was quick to begin

means such as enhancing sanitation management efforts and carrying

repeated research efforts on Takaful, taking the bold step in 2001 of taking

out recalls to prevent the occurrence and spread of harmful effects.

the lead among insurance companies in its commercialization, delivering

To support the smooth resolution of food-safety problems, Tokiosafety and security to people who cannot conclude insurance policies forMarine & Nichido provides "food recall insurance." This insurance

religious reasons. Today, it sells Takaful products in 3 countries (Saudi

covers such costs as recall costs, costs for the public announcement of

Arabia, Malaysia, and Indonesia) and is deploying a Takaful reinsurance

apologies, telecommunications costs, and refund costs which foodbusiness in Singapore. In addition, it plans to establish a Takaful company

companies are bound to incur as a result of recalling foods thatand start the Takaful business in Egypt during FY2008.

Environmental Performance

In response to the widespread cases of food-related incidents

Social Performance

Responding to Risks Faced byBusiness Corporations

Management

investment trust business and advice or comments given on important

threaten to impair health.

Optimal Solutions for Supporting
Business Continuation

Climate change

Contributing to a Stable Livelihood for Indian
Farmers through Micro-insurance Climate change
Since 2001, the Group's nonlife insurance subsidiary in India, IFFCO-TOKIO

Tokio Marine & Nichido Risk Consulting provides integrated support

General Insurance Co., Ltd. (ITGI) has been providing a product that bundles

from the formulation of business continuity plans (BCPs), which arewithout charge personal accident insurance including an income indemnity

implementation plans covering matters such as organizationalin the amount of 4,000 rupees (approximately 10,000 yen) with each bag ofstructures, advance preparations, and methods of responding in thefertilizer sold by IFFCO*. This program insures approximately 30 million

event of a disaster, through the establishment of business continuity

farmers in India each year, and until now a total of approximately 200

management (BCM), which is a system for conducting a periodic

million people have been compensated under this insurance.

review of BCPs and continuous efforts to ensure their firm
establishment within the organization.

In addition, since 2004 the company has been selling climate insurance
that provides fixed levels of compensation corresponding to the degree of

In addition, its partnership with Belfor, one of the world's largest

any drought occurring during the monsoon season (June - September).

firms specialized in disaster recovery, makes it possible to achieve aWith the addition in 2006 of insurance covering damage to agriculturalswift recovery from a disaster through "repairs and restoration,"

produce due to circumstances such as unseasonable temperatures during
the dry season (November - March), today the company provides climate
insurance policies for approximately 70,000 farmers in total. IFFCO-TOKIO
General Insurance contributes to ensuring a stable livelihood for Indian
farmers through provision of these insurance products.

Before cleaning

After cleaning* IFFCO: Indian Farmers Fertilizer Cooperative Ltd.
In 2000, IFFCO established a joint venture (ITGI) with Tokio Marine Asia (anintermediary holding company in the Asia region).

Tokio Marine Group Corporate Social Responsibility Report 200827

Promoting Environmental Considerations
through Core Business Activities Climate change"Premium World" Environmental Investment Fund
Since December 2007, Tokio Marine & Nichido has sold the PremiumWorld environmental investment fund focused on the 3 themes of

Reducing Environmental Impacts through Paperless
Renewal of Automobile Insurance and Super-insurancethe "environment," "food stock and water," and "health and medicalcare." The company supports initiatives to tackle global

In the past, Tokio Marine & Nichido had been mailing "policy

environmental issues, through investment in stocks of the world

summaries," insurance clauses, to automobile insurance

related to these themes which have been attracting global attention

policyholders together with their insurance policies. However, it has

against the background of global warming, worldwide economic

now launched a system under which policyholders may choose to

growth, and population increases,

check such information on the company's website instead of in a
pamphlet form. (While it has begun accepting requests fordiscontinuing the delivery of "policy summaries" for insurance taking
effect on and after July 1, 2008, the sending of policy summaries will
actually cease with policies renewed on and after July 1, 2009.)

Environmental Considerations in
Automobile Repairs
The Tokio Marine Group encourages "environment-friendly" repairs at

This system not only reduces the use of paper but also includes

the time of restoring a vehicle damaged in an accident, while themonetary contributions to the mangrove afforestation project thatprimary purpose of repairs is to restore the vehicle to its original

the company has promoted since 1999, funding the planting of 2state before the accident.

saplings for each "Total Assist automobile insurance" policy taken

The company has been making efforts to reduce industrial wastes

out*. The company's studies have shown that the total amount ofand utilize resources effectively by recommending the continued use

carbon dioxide absorbed by 2 mangrove trees during their lifetimesof damaged parts that can be repaired, without disposing of them,corresponds to the amount of carbon dioxide emissions generated byand the utilization of recycled parts when the damaged parts cannot

an average automobile driven approximately 1,000 kilometers. The

be repaired. In FY2007, the number of cases such as bumper repairs

company operates the same system for Super-insurance also.

and the use of recycled parts exceeded 174,000.
The "Asante" automobile insurance offered by Nisshin Fire

* Including "Total Assist Mini"

discounts automobile insurance premiums by 10% for policyholders
who agree to have their vehicles repaired after accidents with theuse of recycled parts at garages designated by the company.

TopicsFor the Future of the Senior Generation

Based on the theme of "Making Senior Citizens Proud of Their Old
Age," Tokio Marine & Nichido Samuel aims to provide services
that will enable sensor citizens to live independently and with thepeace of mind as berfore, even if they require nursing-careservices. (As of the end of June 2008, Tokio Marine & Nichido
Samuel operated 12 facilities with a total of 516 rooms.)
In particular, nursing-care services for elderly people withcognitive impairment require the achievement of optimal living
environments, which differ from person to person. This makes thecreativity and discernment on the part of staff members very
important, and Tokio Marine & Nichido Samuel has been making
efforts to upgrade their levels of specialization and improve thequality of care in terms of both nursing care and medical care. In

28

Tokio Marine Group Corporate Social Responsibility Report 2008

addition to paying attention to oral care and the prevention of
aspiration so that elderly patients can enjoy "the pleasure ofeating" fully, the company develops its original soft meals to
support the maintenance of patients' chewing and swallowing
abilities. Efforts
such as these havebeen evaluatedhighly, with thecompany receiving
awards fromnursing
associations.

Social Performance

Relations with Shareholders and Investors
Tokio Marine Holdings aims to be a company that earns the trust of shareholders and investors and realize sound and highly transparent

Intiatives and progress in FY2007 (main points)■Enhancing communication with shareholders■Implementation of IR activities commensurate■Thoroughly carrying out timely and appropriate

with shareholder attributes (e.g., institutional

information disclosure

investors or individual investors)

Social PerformanceIssues and targets in FY2007

Management

corporate governance, by making the disclosure of information and the exchange of opinioins in a timely and appropriate manner.

around the world, and 8 information meetings held for individual investors.
In FY2007 special care was taken through these efforts to describe in a timely
and understandable manner matters such as issues related to subprime loans in
Tokio Marine Holdings has been making efforts to enhance returns to

the United States and the strategies for various businesses, which attracted a

its shareholders through the payment of dividends and purchase ofparticularly high level of interest from shareholders and investors. In addition, theshare repurchases, while maintaining at the same time the security

company aims to realize sound andneeded for sound business management. Over the medium term, it

highly transparent management

aims to achieve a pay-out ratio for dividends paid to shareholders ofthrough efforts to reflect in business

30% of the average adjusted earnings. As a result of 3 years ofstrategies and policies the valuableconsecutive dividend increases, its pay-out ratio in the quarter ended

opinions and requests received from

Environmental Performance

Toward Enhancement of Returns to Shareholders

shareholders and investors.

in March 2008 reached 28%. In addition, since shifting to a holdingcompany structure in 2002 it has purchased a cumulative total of

IR meeting for individual investors

437.5 billion yen of its shares (equivalent to 13.7% of the total

Web Disclosure Policy of the Tokio Marine Group

shares issued and outstanding as of the time it began repurchasing
its shares). Most of these shares have been cancelled.

Inclusion in Socially Responsible Investment (SRI)* Funds
The Tokio Marine Group has been evaluated highly by CSR assessment

Proactive IR Activities

institutions and its stock are included in Socially Responsible Investment(SRI) funds and in SRI indices in Japan and around the world (See the table

Tokio Marine Holdings carries out continuous interaction (IR) withbelow). In addition, it has been working to make improvements in areas

shareholders, investors, and securities analysts centered on the President andsuch as CSR efforts, based on feedback from each assessment institution.

executives. In FY2007 it met with a total of approximately 350 institutional
investors in Japan and around the world, through activities including 3
information meetings held for investors, a total of 102 meetings with investors* Socially Responsible Investment (SRI)
This refers to a means of investment that seeks to achieve stable returns while assessing andchoosing companies based on social, ethical, and environmental perspectives, such as legal
compliance, hiring issues, human-rights issues, responses to consumers, and contributions to a
local society, in addition to investment criteria based on a traditional financial analysis.

■ State of inclusion is SRI funds
Fund
AIG/Resona Japan CSR Fund

Registered and managed by:■ SRI indices (as of the end of June, 2008)

AIG Global Investment Corp.

Eco Balance

Sumitomo Mitsui Asset Management Co., Ltd.

Sumishin SRI Japan OpenSTB Asset Management Co., Ltd.

Daiwa SRI Fund

Daiwa Asset Management Co. Ltd.

Fukoku SRI Fund

Shinkin Asset Management Co., Ltd.

UBS Japan Equity Eco FundUBS Global Asset Management (Japan) Ltd.

Mitsubishi UFJ SRI Fund ("Family Friendly")

Mitsubishi UFJ Asset Management Co., Ltd.

Eco Partners ("Midori no Tsubasa")

Mitsubishi UFJ Asset Management Co., Ltd.

Note: The above information on inclusion in funds is based on the latest reports from these funds as of June 30, 2008.

MS-SRI
Morning Star Socially Responsible Investment Index(Japan)FTSE4Good(UK)Tokio Marine Group Corporate Social Responsibility Report 200829

Social Performance

Relations with Agents
To build partnerships based on trust and to provide "safety and security" that truly is based on customers' points of view,the company has been working to improve the quality of agent operations through smooth communication with agents.

Issues and targets in FY2007

Initiatives and progress in FY2007 (main points)■Review of various operational processes toward■Enhancement of the competence for work of insurance salespersons

ensuring the appropriateness of business operations

through various types of training for agents, and fostering of the■Improving competence for work (i.e., agents'

sense of the social mission of insurers (at Tokio Marine & Nichido,
Tokio Marine & Nichido Life, and other companies)"Human Power")

The Roles of Agents in the Tokio Marine GroupIn automobile insurance and life insurance, for example, it isconsidered important for agents to see that the details of coverage

uniform and high-level services.

Sharing Information with Agents through TNetand services fully meet the needs of customers when they conclude

In May 2008, Tokio Marine & Nichido started an extensive use of

insurance contracts and that the correct procedure is followed for the"TNet,"* a new agency system developed to promote the sharing ofnotice of claims and requests for claims so that they may receive

information with agents by providing them timely with news aboutclaims properly in case of an accident.

latest products, various revisions made, and other tools useful for the

For agents to be the indispensable people truly relied upon bysales of insurance and the management of agency business. In

customers, every member company of the Tokio Marine Group has

addition, the TNet has made it possible for agents and the company's

been proceeding with initiatives directed to its agents such as

employees to conduct a mutual check of the progress of businessvarious kinds of training, the construction of administrative systems

through the system, thus leading to a substantial improvement in theand management support.

function of communication between them.

Building up Partnerships with Agents
Working together with Agents on Initiatives
to Improve the Quality of Operations* TNet is an online agent systemprovided by Tokio Marine &Nichido with the intention of
supporting agents in enhancing
customer administration andincreasing the efficiency ofbusiness operations.

To realize the "Safety Quality Standard" together with agents, Tokio
TNet top screen

Marine & Nichido conducts dialogs with all agents, checks on thesatisfied levels in the standard, and works toward making

Education and Training Structure for Agents

improvement in areas that do not come up to the standard. Throughthese dialogs, the company and its agents make efforts to deliver the"Safety Quality Standard" to all customers, through cooperation andlearning from each other.

Qualifications System
The Tokio Marine & Nichido makes it a condition that "agency

Nisshin Fire also has established its "Customer Standards" forowners must see that their salespersons finish a training course

agent operations such as the procedure for concluding insurance

designated by the company," from the standpoint of realizing sales

contracts, an explanation of products and an action to be taken on

activities fulfilling the "Safety Quality Standard." The company has

the occurrence of an accident, and has been proceeding with

been making efforts to improve the quality of sales activities byinitiatives so that all its agents across Japan may serve customers ahaving salespersons obtain qualifications and complete training as* Please have a look at the chapter on "Compliance" (p.21) for information on compliance training for agents.

30

Tokio Marine Group Corporate Social Responsibility Report 2008

designated for individual products in addition to the "tests forAgent Trainee Systemsalespersons of property and casualty insurance" and the "insuranceTokio Marine & Nichido and Nisshin Fire & Marine have established

Association of Japan.

systems for development of their exclusive professional agents. Asof the end of March 2008, 638 people attended the manager training

Provision of Training Programs for Agentscourse under this system, learning highly professional knowledge
and skills in areas such as insurance products and sales consulting ingroup training over a period of 3 years and 2 months as well as

requirements of the "Safety Quality Standard," Tokio Marine &undergoing practical education through training by advisors in the

Nichido provides the "Tokio Marine & Nichido Academy," a broad-

workplace and on-the-job training.

range training program covering business knowledge such as productdetails, sales techniques, claim services, and administrative work, as
product details, in particular, this program has achieved a high levelof educational efficiency, by using moving visual images such as
scenes to themselves, as well as "case studies" and "tests to checkon what has been learned."

An insurance policy is not a piece of merchandise. Instead, it is apromise. For this reason, the quality of insurance is determined by
the level of services we provide to keep the promise. Customer
satisfaction is achieved by fulfilling the promise at a level that
surpasses customer expectations. However, what customers desirechanges all the time. The true value of an agent is tested by how
well the agent adapts to such changes when a customer faces a

Tokio Marine & Nichido Life Training College

difficulty. We make every effort to respond urgently when we
receive notice of a claim, to transform the customer's uncertainty

Tokio Marine & Nichido Life provides the "Tokio Marine & Nichido

into security. Such warm and timely service for customers is theLife Training College," a training program for life-insurance agents

raison d'être of an insurance agent who feels happy to hear

who intend to develop professional insurance salespersons. In thisthem say "Thank you." In the future as well, we will moveprogram, for roughly 3 months salespersons and life-insurance

forward together with our customers as comprehensive service

promoters take part together in group training, in which the mostproviders who are always thankful for customers and provides

advanced training program has been adopted, and at the same time

the peace of mind to them and who are relied upon in society.

Environmental Performance

animations and videos which enable them to picture actual business《Comment from an Agent》

Social Performance

In order to train agents and salespersons capable of satisfying thewell as related fields like taxation and legal affairs. With regard to

Management

products training system" operated by the General Insurance

carry out practical activities on the front lines of business.
These practical activities provide the latest programs for supporting
the sales activities of participants, such as the adoption of a Webbased self-management system (SSCS*) and "Antore Hiroba," a sitewhere participants can exchange information with each other. Also,

Takanori Hashimoto,the programs give salespersons opportunities to continue helping each

Chairman,Tomorrow, Inc. (Insurance Sales Agent)other to improve their skills after the completion of their training.
* "SSCS" stands for Sales Process Self Control System, a system that enables to perform
both activity management and customer administration.

Antore Hiroba

Tokio Marine Group Corporate Social Responsibility Report 200831

Social Performance

Relations with Employees
The demonstration of creativity by each employee is considered very important to improve the quality provided to stakeholders,
and the Group carries out a wide range of initiatives to build up comfortable workplaces where diversity is respected.

Issues and targets in FY2007

Initiatives and progress in FY2007 (main points)■Improving competency for work (i.e., employees'"Human Power"), in the area in particular ofenhancing and strengthening systems for supporting
career development of female employees.
■Enhancing communication between employees■Carried out various types of training and selfdevelopment programs (e.g., management training
for managers, e-learning for employees at Tokio
Marine & Nichido and Tokio Marine & Nichido Life)■Held dialogs between employees and executives
across Japan (each Group member company)■Held CSR training (including training forexecutives)■Carried out initiatives to support employees
taking childcare leave on their return to theworkplace (Tokio Marine & Nichido, Tokio
Marine & Nichido Life, and others)■Conducted the administration and thoroughimplementation of health examinations(including mental-health surveys) andencouraging employees to take vacations■Carried out human-rights education and training
for all employees■Promoting the understanding and awareness of
CSR among employees■Enhancing systems and management for"supporting a healthy work/life balance"■Promoting employee health and comfort(including mental health care)■Continuously promoting human-rights educationand training

Toward Creating a Comfortable Workplace

human-rights training in the workplace, in which all employees andother coworkers take part. In addition, in seeking to achieve a
comfortable workplace, the Group carries out preventive andApproach to Human Resources

enlightenment activities regarding sexual harassment and otherforms of harassment, on the motto of "Never do it, Never let anyone

Through a fair and transparent HR system, the Tokio Marine Groupseeks to foster a "corporate culture which encourages free and open
communications for promoting the creativity of each and every■ Numbers of employees in the Tokio Marine Group(on a consolidated accounting basis in the quarter ended March 2008)

employee" and to increase employee satisfaction. In addition, theTotal number of employees

24,959Group endeavors to improve the "Human Power" of employees which

Total at Group member
companies in Japan

21,609Male: 12,267; Female: 9,342(Tokio Marine & Nichido)

15,263
Male: 8,704; Female: 6,559

Total at overseas Group
member companies

3,350(Asia: 1,649; Americas: 1,164; Europe: 409; Other: 128)is very important for them to provide value to customers in selling
intangible products such as insurance products and services.

The three elements that make up "Human Power"
1. "Abilities as Professionals"
2. "Energies"
3. "To think and act always by putting yourself in the other party's shoes"

Initiatives to Raise Awareness of Human Rights
Every year, each member company of the Tokio Marine Group holds

32

do it, and Never overlook it."

Tokio Marine Group Corporate Social Responsibility Report 2008

■ Basic employee data (at Tokio Marine & Nichido as of the end of March, 2008)
Average age

40.2

Average years continuously employed

10.6

Average salary

approx. 8,510 thousand yen

Tokio Marine & Nichido proceeds aggressively with initiatives to

Employing Diverse Human Resources

construct a workplace in which women can be active, based on the 3

Promoting Diversity

strengthening their management abilities, and developing various
related human-resources systems. In FY2007, it released the "Career

The Tokio Marine Group works to build up a workplace in which a

Vision Edition of the HR Development Guide" to all offices, as a tool

diverse group of motivated employees can thrive by demonstrating

for helping employees think about career development on their own.

their abilities to the maximum extent, regardless of gender,■ Numbers of female managers(for the entire Tokio Marine Group in Japan, as of July 1, 2008)

In addition to promoting the employment of people withdisabilities, providing increased opportunities for female employees
to be active, and providing fields in which older employees, with

Insurance businesstheir wealth of knowledge and experience, can thrive in theworkplace, the Group works to promote diversity throughout its

Other businesses

entire organization, including overseas workplaces, throughTotal

Tokio Marine & Nichido

59

Nisshin Fire

13

Tokio Marine & Nichido Life

3

Tokio Marine & Nichido Financial Life

20

Millea Nihon Kosei SS Insurance

7

Group total (Japan only)

35
137

System for Continued Employment for the Elderly
The Tokio Marine Group considers actively promoting thePromoting and Firmly Establishing
the Employment of the Disabled

employment of elderly members to be an important management
issue in maintaining the sustainable growth of the Group as a whole.

The Tokio Marine Group works aggressively to promote the regular

In addition to encouraging continuous self-advancement and changes

employment of people with disabilities. Through regular meetingsin consciousness and behavior on the part of its employees

between employees with disabilities and counselors, in addition tothemselves, it intends to provide fields of activity in which

the promotion of hiring people with disabilities, Tokio Marine &employees can utilize their past experiences and strengths to

Nichido makes efforts to establish places firmly for people withgenerate new added values while maintaining high levels of

disabilities within the company, by eliminating both operational andmotivation.

physical barriers. The percentage of Tokio Marine & Nichido■ Numbers of employees using the system forcontinued employment (FY2007)

employees with disabilities has exceeded the legally required
percentage since March 2001, reaching 1.85% as of March 31, 2008.
In the future as well, the Group will conduct a variety of initiatives topromote its aim of being a Group of companies that broadly

Tokio Marine & Nichido

123

Nisshin Fire

31

Tokio Marine & Nichido Life

Environmental Performance

initiatives to enhance career development opportunities for active
employees of the Group member companies around the world.

Social Performancenationality, age, or other attributes.

Management

pillars of developing career orientation among female employees,

5

Total

159

welcomes people with disabilities, not limiting such initiatives to themere achievement of the legally required percentage.

Increased Opportunities for
Female Employees to Be Active

Seeking to Develop a Team of"Safety and Security" Professionals
Evaluation System

The Tokio Marine Group considers that the construction of a work
environment in which motivated and capable employees with diverse

The Tokio Marine Group seeks to make employees' work morecapabilities can demonstrate their skills to the maximum extent

rewarding through transparent and fair personnel evaluations.

regardless of gender is an important part of raising the level of

Tokio Marine & Nichido has adopted a role-based grading systemservices provided to customers. For this reason, it has been making

according to employees' roles and the localities in which they work.

aggressive efforts to "provide increased opportunities for female

The company conducts evaluations on the bases of "roles,"

employees to be active." As of July 1, 2008, the Group had 137"competency," and "performances." In addition, it has clarified thefemale managers, including 12 General Managers in the whole

requirement that employees should be evaluated appropriately inGroup companies.

accordance with the performance of appropriate operational duties.

Tokio Marine Group Corporate Social Responsibility Report 200833

Employee Training/Skill Development System
Considering human resources to be the origin of customer satisfaction
and our competitiveness, each Group member company of the Tokio

Support for Work/Life Balance
Diverse and Flexible Styles of Working

Marine Group maintains various training and education programs andIn response to changes in the environments faced by families andhuman-resources systems suited to the attributes of its own business.

local communities, the Tokio Marine Group has been working to

To improve the skills of its employees, Tokio Marine & Nichido

achieve harmony between work and life, from the perspective ofholds competency and career-development interviews between

building up an environment in which employees respect each others'

supervisors and their subordinates 3 times a year, to share information

diverse values. As an initiative to support diverse and flexible

on subordinates' strengths and weaknesses and conducts dialogs

working styles, the Group has established a range of systems

between them on yearly HR development plans, covering on-the-job

including nursing care leave and volunteer work leave. The "I-Turntraining, off-the-job training, and self-development efforts.

System" under Tokio Marine & Nichido's Job Request system has

In addition to a wide range of training activities, including Rank-SpecificTraining, Optional Training, and Specialization Training, as well as providing elearning services that employees can use from their own home computers andalso been designed in consideration of flexible working styles.
■ Number of employees taking nursing care leave andusing the I-turn system (Tokio Marine & Nichido)

other distance-learning opportunities, the company also offers an External
Qualification Support System to help employees earn external qualifications.
In addition, it actively sends employees to training at business schools, lawschools, and other institutions both in Japan and around the world, to develop

FY2006

FY2007

Nursing care leave

99

I-turn transfers

2233

Note : See p. 37 concerning the number of employees taking the system of volunteer work leavehuman resources equipped with broad-ranging perspectives, international
sensibilities, and high levels of specialized knowledge.
It also works to enhance the career development of employees ofEnhancing the System for
Supporting Maternity and Childcare

the Group member companies overseas, through efforts including

In light of the rapid progress of the aging of Japanese society due togroup training in their own countries and in Japan.

low birth rates, each member company of the Tokio Marine Groupconsiders it important for companies to implement dynamic systems
for supporting employees caring for children. As such, each company

Job Request System

has implemented proactive initiatives such as the diversification of

Tokio Marine & Nichido has implemented the "Job Request System"

employment and working styles. Among these initiatives, Tokioas a key system for maintaining and expanding the energies of its

Marine & Nichido has established a system for supporting maternity

employees. Through this system, it works to enable employees toand child care, consisting of "8 packages of full childcare support."

transfer into positions they desire, to the degree possible. This system
includes internal recruiting, in which employees apply for positions
indicated in advance, and area selection*, intended to increase■ Performance of "8 packages of full childcare support"(Tokio Marine & Nichido)
System

FY2007

Female Staff Rehiring System

31 people

17 peopleof these leads to increased motivation and improved work skills byMaternity Leave System

103 people

119 people

enabling employees to take the initiative in choosing their own

Childcare Leave System

positions. Nisshin Fire and Tokio Marine & Nichido Financial Life have
Short Working Hours Systemdeveloped similar internal recruiting systems as well.
* This consists of "U-turn" transfers (in which regional employees not subject torelocation can be relocated temporarily to take on the challenge of employing theirown aptitudes in jobs not available in their own localities, on condition that theyshould return to their original localities after the temporary relocation) and "I-turn"transfers (in which regional 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

FY2007190

75

FY2008212

79

Note : Each number of applicants and approvals contains both data of "U-turn" and "I-turn" transfers.

34

FY2006

opportunities for female employees to be active in the company. Each

Tokio Marine Group Corporate Social Responsibility Report 2008

158 people

190 people(including 7 males)(including 12 males)

79 people

122 people

Substitution by Full Time Employees——

Resumption of Work Support System——

Support of Use of Babysitters——

Partnered Childcare Centersapprox. 1,000 centersapprox. 1,000 centers** As of April 2008

Building a Lively Workplace"Free Talks" in which executives in charge of the service departments
visit the front lines.
Each of these programs has been evaluated highly as leading to

Each member company of the Tokio Marine Group has been making

improvement in motivation through the direct communication ofefforts to build up an environment in which employees can work withmanagement's thoughts and the directions in which the company isenthusiasm, by providing both physical and mental care for its

moving.

Management

Health Management

lines of business, and a total of 628 persons have taken part in theemployees through services such as medical examinations andTokio Marine & Nichido carries out a wide range of measures

Social Performancecounseling.

《Comment from an Employee
Participating in "Wednesday Dialog"》

centered on the Health Management Offices and Health Consultation

The Wednesday dialog was a very

Offices established at the Head Office and 45 departments andvaluable opportunity for me to exchangebranches across Japan and has maintained an actual rate of 100% of

opinions frankly with executives, with

its employees undergoing medical examinations since 1992.

whom we have the rare opportunity of

Shinichiro Ito,industrial health staff inside the company, Tokio Marine & Nichido

in which all people on both sides were

provides a system that makes it easy for employees and theirable to express themselves freely. In

Assistant Manager,
Saitama Automobile
Industry Production Dept. I,
Tokio Marine & Nichido

families to use consultation services, in cooperation with outside
counseling offices. Nisshin Fire, Tokio Marine & Nichido Life, andTokio Marine & Nichido Financial Life have also been working todeepen the understanding of mental-health matters through holding
mental-health training.

addition, the session was very stimulating

because I was able to listen to ways of thinking and get advice
from people in management positions, as well as employees fromother sections who have different views. I was strongly impressed

Environmental Performanceexchange opinions, in a cozy atmosphereWith regard to mental-health care, in addition to care provided bythat we all are united with each other in the same thought ofmaking Tokio Marine & Nichido a better company to work for, and I
felt encouraged to do my best to work toward a bright future.

Sound Labor-management Relations
The Tokio Marine & Nichido construct strong relationship of trust by
the labor contracts concluded between the company and its labor
union (with approximately 14,000 members). The company conducts
repeated negotiations and consultations with its labor union aboutfrom payroll and human-resources systems and workplace health andsafety to management policies, through means such as joint labormanagement conference held nearly 50 times.

Communication with Employees
Direct Dialog between
Employees and Executives
With the goal of enlivening communication between employees andexecutives, since FY2006 Tokio Marine & Nichido has held offsite
meetings known as "Wednesday dialogs." In FY2007, 8 sessions
were held in total, at the head office and in Chiba, Kanagawa, andNagoya. A total of 400 people took part in these dialogs, whichfeatured the frank exchange of opinions between employees andexecutives.
In addition, in FY2007 President Shuzo Sumi has participated indialogs with a total of 2,360 employees through his visits to the front

Tokio Marine Group Corporate Social Responsibility Report 200835

Social Performance

Relations with Local Communities and Societies
The business activities of the Tokio Marine Group are founded on the support of members of local communities, including customers and agents. To continue
coexistence with local communities and societies, the Group has been carrying out a wide range of social contribution activities in locals around the world.

Issues and targets in FY2007

Initiatives and progress in FY2007 (main points)■Promoting activities to contribute to local■Carried out social contribution activities in each

communities and societies (enhancing joint

country and each region, including "Greeninitiatives between the Group member companies)

Lessons" and the Pink-ribbon Campaign■Advancing proactive participation in voluntary■Held the voluntary mangrove-planting activities by employees

mangrove-planting activities (February 2008: Thailand)

and agents (and their families) (February 2008: Thailand)

At Tokio Marine & Nichido, each of departments, branches, overseas

The Tokio Marine Group's Social
Contribution Activities

facilities, the Group member companies, and agents is encouraged to

The Tokio Marine Group carries out social contribution activities centeredprogram for promoting contributions to society and protecting the global

on "protection of the global environment," "safety and security," andenvironment. In FY2007 169 departments, branches, and companies"growth of young people," supporting activities conducted in each locality

carried out a total of 254 social-contribution activities under this program.

and activities conducted by individual employees on a voluntary basis.
Key personnel for social and environmental activities are appointed at
Tokio Marine & Nichido and its subsidiaries and at other key member
companies of the Tokio Marine Group, with responsibility for promotingsocial contribution and environmental protection activities within theGroup. In addition, such activities are promoted by maintaining various
support systems and through cooperation with nonprofit organizations.

carry out at least 1 activity each year under the "Share Happiness"■ Breakdown of disaster aid (Tokio Marine Group)(recipients of aid noted in [ ])Total amount: 49,876,636 yen (total contributions from companies, employees, and agents)
・Donations, provision of emergency supplies, and dispatch of doctors to areas struckby the Chuetsu Offshore Earthquake[Chuetsu Offshore Earthquake relief fund, Central Community Chest of Japan]
・2008 Sichuan earthquake in China: Donations and emergency medical-careconsultation [Red Cross Society of China], etc.

■ Overview of social contribution activities (Tokio Marine & Nichido)
Company efforts

Protection of
the global environment
Joint courses provided with
Beijing univ. and Waseda univ.

Green Lessons

Growth ofyoung people

Tokio Marine Kagami Commemorative Foundation

Mangrove afforestation project

Matching-gift system
volunteer holiday/leave systems
President's CSR award for contributions tolocal society and environmental protection

Tokio Marine & NCSWT* Scholarship for Thai Students*National Council on Social Welfare of Thailand

Tokio Marine Sports Foundation

Support for the Special Olympics
Sending instructors to and accepting tour groups fromschools and other institutions

Safety and security
Agents' activities to contribute to local
communities and fulfill CSR responsibilities
Monetary and material aid for disaster victims
Japanese Medical Practice (New York)

Tokio Marine & Nichido Educational Development Fund

Activities by employees, as individuals and in groups"Share Happiness"

The goal is for each Group member company or other unit, including overseas units, to conduct at least 1 activity each year topromote voluntary activities by employees.

* Climate change indicates an initiative to respond to climate change and global warming. Please have a look at "Special Feature 2: Taking on the Challenge of Climate Change" (pp.12-13) for details.

36

Tokio Marine Group Corporate Social Responsibility Report 2008

■ Overview and performance of support systems (Tokio Marine & Nichido)

When the Tokushima Branch asked local agents for participation, it

Summary (top) and FY2007 performance (bottom)

received the support of a large number of agents, and as of May 2008

A system for providing financial support to nonprofit andother organizations at which employees work as volunteersa total of 53 offices, homes, and other buildings and 161 vehicles had

Matching gift system

13 cases, for a total of 1,300,000 yen
A system under which the company matches the amountof donations made by employees on their own
29 cases, for a total of 2,176,928 yenthese activities are helping achieve "safety and security" in thecommunity. One participating agent commented, "We feel that weare playing important roles in protecting the safety of local children."

A system of supporting employees' volunteer activities by
providing them with the time they needSocial Performance

System of providing
time off for volunteer
activities

been registered for the program with the local police. In this way,

Management

SystemVolunteer Activity
Financial Support
System159 persons

Social Contribution Activities Conducted
through Core Business Activities

In order to deepen the understanding of the insurance business in the
aspects of its social roles, duties, etc., Tokio Marine & Nichido has held a"Home of Dial 110 for Kids" signboard over the entrance

Initiatives for Traffic Safety

course for 14 school teachers and 46 junior high-school and high-school

The nonprofit organization All Kyushu Help Network was organized

students on the mechanism of insurance, services provided to customers,

voluntarily by agents wishing to provide "safety and security" tothe company's concept of human resources development and others. The

people in local communities by using the knowledge and network ofcomments we received from them include "I would like to use what I

agents." Based on the theme of "safe bicycling," it holds traffic-

learned through this experience in my own educational activities (asafety courses across Kyushu and supports activities such asteacher)," and "I feel I got a better understanding of insurance when we

prefectural traffic-safety educational activities.

Environmental Performance

Teaching of Insurance in Junior High-schools,
High-schools, and College Students, and their Teachers

were assigned to create our own pamphlets on insurance (a student)." In
addition, Tokio Marine & Nichido's Aomori Branch has held a course on
the theory of insurance at Aomori Public College each year since 1996,
teaching approximately 2,000 students in total through today. The course

Providing Japanese-language
Medical Services in the United States

is taught by employees from the front lines of the business in sections

Since 1990, Tokio Marine & Nichido has provided medical services insuch as those in charge of production and claims services, who explain

Japanese in the Japanese Medical Practice outpatient clinic forthe nature of insurance in an easy-to-understand manner.

Japanese persons established in cooperation with New York City's
Beth Israel Medical Center. In 2008, the Japanese Medical Society ofAmerica (JMSA), whose activities revolve around the medical staffof the Japanese Medical Practice, won an award from the Ministerof Foreign Affairs for its efforts. The JMSA conducts a number ofvoluntary activities, including holding health seminars in the New

A pamphlet on insurance created by junior high-school students

York area and providing medical consultation services. The activities
are considered to be making substantial contributions to promoting
friendly relations between Japan and the United States.

Campaign for "Home of Dial 110 for Kids" and"Vehicle of Dial 110 for Kids" Activities together with Agents
To assist in crime prevention in its community, several branches of Tokio
Marine & Nichido started activities to use its offices and sales vehicles
as "Home of Dial 110 for Kids" and "Vehicle of Dial 110 for Kids,"
respectively. This program serves to provide children with safe places togo if they feel they are in danger, as well as means of contacting thepolice, their parents or guardians, their schools, or other authorities.

A scene from the health seminar

Tokio Marine Group Corporate Social Responsibility Report 200837

Social Contribution Activities in
Each Country and Region

Social Contribution Activities
Conducted via Foundations
Tokio Marine & Nichido promotes social contribution activities via 3

Supporting the Special Olympics

foundations, with goals such as "helping young people grow,""encouraging international cultural exchange," and "promoting sports

Since November 2005, Tokio Marine & Nichido has supported Special

in the local community."

Olympics Nippon as an official sponsor. In March 2008, the 4th■ Overview and performance at each foundation

Special Olympics Nippon National
Winter Games in Yamagata were
held, with a total of 46 employees tovolunteer to help run the Games.

Charity Auction Held in Vietnam
In March 2008, Tokio Marine Asia, which oversees the Tokio Marine
Group in the Asia region, held a charity event at the top management

Foundation

Summary

FY2007 activities

Tokio Marine
KagamiCommemorative
Foundation

Provides scholarships tostudents at Japanese
universities and graduateschool exchange students
from ASEAN nations

Provided a total of approx. 45.1
million yen to 75 new and existing
recipients, in addition to otheractivities

Tokio Marine
SportsFoundation

Promotes sports activities
in local communities

Nasu Sports Park used by:
28,889 people
Toda Boathouse used by: 6,665 people

Tokio Marine &Nichido
Educational
Development
Fund

Provides assistance foreducationand to children orphaned
through traffic accidents

Financial assistance provided toeducators for education andresearch: 190 cases
Scholarships for education ofchildren orphaned through traffic
accidents provided to: 278 people

conference attended by top managers from the Group member
companies in Asia. The event was organized jointly with the Group's
Vietnamese subsidiary. This event featured an auction of works of art
drawn by children at the SOS

Educating Society about the Environment,
and Raising Awareness Climate changeChildren Home* in Ho Chi Minh City.
The total of US $3,171 (approximately"Green Lessons: The Mangrove Story"Staged Nationwide

330,000 yen) raised through thisauction was donated to 25 children at

Tokio Marine & Nichido has prepared an environmental education

the SOS Children Home.

program targeted at elementary school students in Japan, based on
A scene from the charity eventthe theme of preventing global warming. This program goes around* Facilities that raise children including those who cannot live with their parents forfamily reasons, abandoned children, and orphans.

schools where classes are held under the lead of employees, agents,and others serving as instructors.

Supporting the Pink-ribbon Campaign

This program began in 2005. Through March 2008, approximately
8,000 students and other children had taken part in the course, held

As part of the Pink-ribbon Campaign*, Tokio Marine & Nichido Life has

at approximately 115 elementary schools and schools for students

contributed collected donations to the nonprofit organization J. POSH

with special needs across Japan.

as funds for purchasing mammography equipment. By combining these

the company's recycling activities as subjects, creating opportunities

ribbon Fund, J. POSH purchased 1 mobile mammography exam clinic,

for children to think about the importance of environmental

which it donated to Kanagawa Prefecture in March 2008. Leased toprotection and take action to protect the environment, by showing

Kanagawa Healthcare Service Association, the vehicle is used inthem beautiful videos of mangroves and telling them stories of the

mammography exams conducted by the municipalities. Covered in

employees and agents who volunteered to participate in thechildren's drawings

mangrove afforestationcollected on the Pink-ribbon

project. Comments received

theme, the vehicle also isfrom children who took partused for purposes such as

in this course include, "Theencouraging women to

mangrove is such a strong
tree." and "We need to do

undergo mammography
examinations.

The mobile mammography exam clinic donated to
Kanagawa Prefecture* A campaign intended to communicate the importance of early detection of breast cancer

38

The course deals with the various effects of mangrove trees anddonations with other funds such as those from the J. POSH Pink-

Tokio Marine Group Corporate Social Responsibility Report 2008

something to protect theearth, too."A scene from the course at Ota Ward's Magome
Dai-ni Elementary School in Tokyo

Participation in International
Climate change
Initiatives

Tokio Marine & Nichido holds volunteer tours to plant mangrove
The United Nations Environment Program Finance Initiative (UNEPFI)

Tokio Marine Group employees, agents, retired employees, and theiris a partnership of approximately 160 financial institutions fromfamilies, this program provides opportunities for environmental

around the world, working toward a desirable balance between the

education and international cultural exchange. The 9th volunteer

domains of finance, the environment, and sustainability. Tokio

tour, held in FY2007, took 41 participants to Ranong, Thailand, where

Marine & Nichido signed on to the initiative in 1997. Since 2005,

they planted 25,000 trees in 3 days.

Tokio Marine & Nichido has been the only participant representing
Asia in UNEPFI's Insurance Working Group (IWG), in which it joins

Public Lecture Held at Beijing University
With the goals of supporting sustainable development in China andother participants including the world's leading insurers andreinsurers in researching and studying subjects including a

Social Performancetrees once or twice each year. Seeking volunteers from among theManagement

The 9th Volunteer Tour of the Mangrove
Afforestation Projectsustainable society and insurance.
The Carbon Disclosure Project (CDP) is a project established

to 2007, Tokio Marine & Nichido has cooperated in courses offeredthrough the cooperation of institutional investors from around thejointly by Beijing university and Waseda university. In FY2007, theworld, demanding that key companies around the world disclose

final year of the program, the subject of the course was "finance andinformation on their responses to the issue of climate change. Tokiothe environment." Attended by the general public as well as Beijing

Marine & Nichido has participated in this project since 2005. In the

University students, the course attracted considerable attention. In

2007 survey, 315 institutional investors from around the world

March 2008, the program concluded with a closing symposium(investing approximately $41 trillion in total) sent questionnaires toattended by large numbers of Beijing University postgraduate

leading companies around the world.

Environmental Performance

human resources development in both Japan and China, from 2005

students, researchers, government representatives, and members ofthe media. Chairman Kunio Ishihara closed this symposium, saying"We would like tocontinue contributing to
the sustainable
development of China infuture."A scene from the closing symposium

TopicsVolunteering to Improve the Forestry Environments together with a Nonprofit Organization

Working together with the nonprofit organization Never-ending
International Workcamps Exchange (NICE), Tokio Marine &Nichido has carried out programs in which employees, agents,
and their families work to improve the forestry environments in 3
locations in Japan: Tokyo, Osaka, and Gifu Prefecture. To protect
the greenery in their localities,
all participants work together
on tasks such as repairing
walkways and thinning plant
growth, enjoying themselves
as they work up a pleasantRepairing a mountain path on Mount Kinka
sweat in the open air.
(Gifu Prefecture)《Comment from the nonprofit organization》
I think this program has been a good opportunity to think about
the environment and to develop an interest in our local
communities. I also heard members of the local hostorganizations make comments such as, "I am glad participants
were able to learn about the actual conditions of the local
environment." We look forward to the continued proactive
participation of Tokio Marine & Nichido employees.

Miwa Anagama,
Never-ending International
Workcamps Exchange (NICE)

Tokio Marine Group Corporate Social Responsibility Report 200839

Environmental Performance

Protection of the Global Environment
Aiming to achieve harmony with the environment, the Tokio Marine Group has been promoting initiatives to reduce an environmental impact fromits business activities, as well as initiatives to purchase energy from natural resources and engage in afforestation activities outside of its offices.

Issues and targets in FY2007

Initiatives and progress in FY2007 (main points)【General response to climate change】■Carried on researches into and studies of business risks related to■Promoting initiatives related to the prevention of

global warming, centered on the Tokio Marine Research Instituteglobal warming (including climate change)■Formulated an integrated global warming program(November 2007) (Tokio Marine & Nichido)【Reducing environmental impact】■Reducing an environmental impact (electricity,
natural gas and gasoline, paper, waste products,
etc.)■Promoting green purchasing■Expanding the scope of the environmental
management system (EMS)

Climate change
The Tokio Marine Group's
Promotion of Environmental Management■Developed self-directed energy and paperconservation activities at each company■Established medium-term targets (reducing
carbon-dioxide emissions by 6% from their FY2006
level by FY2012) (Tokio Marine & Nichido)■Built up a framework for ascertaining data on energy and paperuse, based on the EMS (Group member companies in Japan)

Marine Holdings, the CSR Board and the board of directors formulate
and monitor groupwide plans related to the protection of the global
environment. Key personnel for promoting social and environmental
activities are appointed at key member companies of the Group.

Promotive Structure

These personnel work on the promotion of environmental protection
activities within each company and between the Group member

The Tokio Marine Group promotes initiatives for environmental

companies.

protection based on the "Tokio Marine Group CSR Charter." At Tokio■Environmental Philosophy / Environmental Policy of Tokio Marine & Nichido
Environmental Philosophy
Adopting the conservation of the global environment as one of its key management policies, Tokio Marine & Nichido recognizes
that it is an important responsibility of all humans and companies in the present world to protect the environment. Tokio Marine &Nichido commits to taking up the task of bringing about a society where sustainable development is maintained through the efforts
of all employees throughout the entire range of our business activities, in order to improve and keep harmony with the environment.

Environmental Policy
Tokio Marine & Nichido has established the following policies and will make every effort to realize them in all areas of its activities.
1 Preservation of the Global Environment through the Insurance Business
2 Effective Use of Resources and Energy
3 Compliance with Environmental Laws and Regulations
4 Continuous Improvement of the Environment and Prevention of Pollution
5 Promotion of Environmental Awareness-raising and Philanthropic Activities

The above policy will be made well-known to and understood by all employees and released to the public. (October 1st, 2004)* Please have a look at the chapter on "Relations with Customers" (p.28) concerning environmental products and services and the chapter on "Relations with Local Communities and Societies" (pp.38-39) concerning environmental education and awareness activities.
* Climate change indicates an initiative to respond to climate change and global warming. Please have a look at "Special Feature 2: Taking on the Challenge of Climate Change" (pp.12-13) for details.

40

Tokio Marine Group Corporate Social Responsibility Report 2008

Since FY1999, the Head Office of Tokio Marine & Nichido has■ Emissions of carbon dioxide from energy sources (Tokio Marine Group*1)（t-CO2）50,00049,31753,835
3,831

2,153

2,367

adopted an environmental management system based on the
ISO14001 environmental management standard. Tokio Marine &Nichido Facilities has adopted the system since FY2006. The
companies have been making efforts to promote and continuously
thorough the implementation of the plan-do-check-act (PDCA) cycle.
Each of the departments not located at the Head Office and branches

30,00047,16447,637

FY2006

FY200720,00010,0000of the Tokio Marine & Nichido, and member companies of the Tokio
Marine Group has introduced a unique environmental management

Tokio Marine & Nichido
Key Tokio Marine
Group member
Nisshin Fire

■ Environmental impact data(Tokio Marine Group*1)
FY2006

FY2007centered on reducing the environmental impacts from its business

1,000 kWh

97,782

108,886

activities, ensuring thorough compliance with environmental laws andGas used

1,000m3

1,598

1,614

regulations, and carrying out internal environmental enlightenment

Other fuel used

GJ

46,50053,367

activities. Internal and external audits based on ISO14001 have

3,538

4,533

Gasoline usedkdetected no major problems, and no violations of environmental laws,

Water used

1,000m503

537

regulations, or other rules. In addition, no complaints from customers

Paper used*2

t

9,453

11,2303

Environmental Performance

Denomination
Electric power usedsystem of its own ("Green Assist") and has been making efforts

regarding the environment have been filed with us.
Once each year, Tokio Marine & Nichido conducts basic
environmental training based on ISO14001 and, in addition, makes
efforts to raise the awareness of environmental issues among theemployees and agents by distributing, for example, environmental

Social Performance

improve their initiatives for the protection of the global environment

40,000Management

Continuous Operation of the Environmental
Management System*1 Tokio Marine & Nichido (on a consolidated accounting basis) and 5 member
companies of the Tokio Marine Group occupying 85 main office buildings managed
by Tokio Marine & Nichido, as well as Nisshin Fire (4 main buildings). However,since Nisshin Fire began collecting data in FY2007, it is not included in the data for
FY2006. The volume of carbon dioxide emissions in FY2006 was recalculated
because since there was an error in the purchase amount of natural energy for the
calculation of the carbon dioxide emissions in FY2006 announced last year.
*2 Tokio Marine & Nichido data

news through the company intranet.
■ FY2007 environmental-impact reduction targets and performance (Tokio Marine & Nichido*3)
Subject

Reducing the Environmental Impact ofBusiness Activities
Each member company of the Tokio Marine Group has implemented
the renovation of its office facilities according to energy conservation

電気使用量
Carbon dioxide emissions
ガス使用量
Volumes of electric
その他燃料使用量
power
used
ガソリン使用量
Volumes of natural
水道使用量
gas
used

FY2007 target

FY2007 performance

No change from previous year

47,637 tons of carbon dioxide(101.0%)Year-on-year decrease of 2%
or more94,163,000 kWh(103.0%)No change from previous year

1,407,000 cubic meters(98.8%)

Volumes of otherfuels used

No change from previous year

plans and promoted the eco-friendly driving of the company-owned

53,367 GJ(120.1%)

vehicles. Due, however, to climate conditions and the expansion ofVolumes of gasoline used Year-on-year decrease of 1%
or more3,198 kl
(90.4%)

the scope of collecting data on environmental impacts, the emissions

Volumes water used

No change from previous year

468,000 cubic meters(101.5%)

No change from previous year

1,737 tons
(111.6%)of carbon dioxide by the Group companies in total exceeded the levelin the previous year. Also, despite efforts made by Tokio Marine &Photocopier paper
purchased

Nichido to promote double-sided and reduced-size printing,

Final waste disposed of *4 Year-on-year decrease of 2% in
final ordinary waste disposed ofelectronize books and slips and use CD-ROMS, increases in thePercentage of green
stationery purchased

printing of reference materials related to ensuring appropriate
business operations and of documents addressed to customers
resulted in a substantial augmentation in the use of paper.

Environmental Accounting
In FY2007 Tokio Marine & Nichido invested approximately 37 million
yen in connection with the protection of the global

66% or higher on amonetary base

1,326 tons
(84.5%)
70.7%*3 Consolidated accounting basis*4 Data for Tokio Marine & Nichido occupying 8 main buildings managed by Tokio Marine &Nichido and 5 member companies of the Tokio Marine Group●Methods of calculating environmental-impact data
・Volumes of paper used, photocopier paper purchased, gas consumed, final waste disposed of, andpercentage of green stationery purchased are based on actual performance data.
・Volumes of electric power, natural gas, and other fuels used and of water used have been calculated
based on percentages of floor area used in the 85 main buildings managed by Tokio Marine & Nichido
and the 4 main buildings of Nisshin Fire (not including areas occupied as tenants).
・Carbon dioxide emissions coefficient: For natural gas, gasoline, and other fuels emissions coefficients
pursuant to the "Calculation, Reporting and Publication System for Greenhouse Gas Emissions" havebeen used, and for purchases of electric power and natural energy, emissions coefficients from power
suppliers have been used.

Tokio Marine Group Corporate Social Responsibility Report 200841

environment, primarily for construction intended to conserve energy
and water in its office buildings and for the purchase of emissions

Mangrove Afforestation Projectrights. Environmental expenses totaled approximately 380 million yen,

Tokio Marine & Nichido began a mangrove afforestation project inprimarily for such purposes as costs of outsourcing waste processing,Southeast Asia in 1999. In the 1st phase of this project throughcosts of operating environmental management systems, and costs of

FY2003 it planted 3,444 hectares of forests. Today, the 2nd phase ofsocial activities such as mangrove afforestation and Green Lessons.

this project, with the goal of planning a further 2,000 hectares of

As a result of the measures taken for environmental protection,

forests, is underway in 6 countries: the 5 nations of Southeast Asia,

the company reduced its volume of gas used by 17,000 cubic metersplus Fiji. The project is proceeding smoothly, having largely achieved

and its final amount of ordinary waste disposed of by 0.2 tons. In theits goal by March 2008. This project is being implemented infuture as well, it will work to improve these indicators to make them

partnership with the nongovernmental organizations Action for

more effective, by expanding the scope of data collected andMangrove Reforestation (ACTMANG) and OISCA.

increasing precision.

Mangrove trees can help prevent global warming by absorbing
large volumes of carbon dioxide and can serve as bulwarks to protect

Environmental-protection Activitiesof the Tokio Marine Group Climate change

people from tsunamis and other hazards. In the tsunami that
occurred in the Indian Ocean as a result of the earthquake off thecoast of Sumatra in December 2004, villages located behind theEfforts to Prevent Global Warming

planted mangroves were protected from the tsunami. In addition, by
providing fishery and forestry resources essential to local residents'

Tokio Marine & Nichido participates in "Team Minus 6%," a citizens'

lifestyles, mangrove trees contribute to achieving sustainable

movement in Japan working to prevent global warming. Under thisdevelopment in the areas in which they are planted, in addition toprogram it carries out practical activities intended to reduce thestabilizing and improving peoples' living environments.

volume of office energy used, such as setting the air conditioners at

Tokio Marine & Nichido has declared its intention to continue thisan appropriate temperature and turning off the lights in the officesmangrove afforestation project, which protects both the earth andduring the lunch break. The company also makes efforts to reduce

people's lifestyles, for 100 years.

the use of gasoline by the company-owned vehicles for sales
activities by promoting ecologically sound driving.

■ Project phases and mangrove afforestation performance
Project phase (FY)

Afforestation performance (ha)Phase 1

1999-2003

3,444

Phase 2

2004-2008

1,957(through FY2007)

In addition to reducing carbon-dioxide emissions through self-help
efforts such as these, since 2002 the company has purchased energy
from natural sources, such as wind power. In FY2007 it purchased 1
million kWh of such natural energy. This corresponds toapproximately 1% of the electrical power used by Tokio Marine &Afforestation targets and performance (in hectares)in phase 2 of this project

Nichido during FY2007.
Myanmar579
550

Vietnam234
250

Environmental Considerations at the
New Company Building in Singapore

ThailandPhilippines

105
100

400
400

The Tokio Marine Centre now being constructed in Singapore tohouse the offices of Group member companies (planned forcompletion in April 2010) was awarded a Gold Plus, an exceedingly
high level of evaluation under the Green Mark which theIndonesia

594
650Singaporean authorities* give to eco-friendly buildings. The Tokio
Marine Group was highly appreciated for its initiatives to protect theenvironment, by having realized the power saving of about 25% overthe standard through the use of energy-saving air conditioners and

Fiji

39
50

Key:
Afforestation performance (through FY2008)
Afforestation targets

lighting equipment, the saving of water through the use of rainwaterand the planting of abundant greenery on the site.
*Building and Construction Authority

42

Tokio Marine Group Corporate Social Responsibility Report 2008

Web Tokio Marine & Nichido"mangrove-world"

Comment from a Third Party
Yusuke Nakajo
Brief personal history
March 1992: Graduated with a Doctorate Degree from the Graduate School of Commerce and Management, Hitotsubashi University.
Appointed a full-time lecturer in April 1992, an Assistant Professor in April 1993, and a Professor in August 2004 in the Faculty of
Economics and Business Administration at Yokohama City University. With reorganization of the university in April 2005, wasappointed a Professor in the International Graduate School of Arts and Sciences.
Currently serves as a member of the Segment Reporting Technical Committee of the Accounting Standards Board of Japan, theSecurities Analyst Testing Committee, and other organizations.
Primary academic society memberships: Member of the Japan Accounting Association, director of the Japanese Association for
Research in Disclosure, and director of the Japan Academic Society of Investor Relations.
Primary publications: Author of Mukei Shisan no Kaikei ("Accounting for Intangible Assets," co-author, 2006), Renketsu Kaikei to
Gurupu Keiei ("Consolidated Accounting and Group Management"; co-author, 2004), and other publications.
Areas of specialization: accounting, disclosure theory.

The "CSR Report 2008" is the first report since "Millea

agents." I felt that these pages made clear the Group's

Holdings, Inc." changed its name to "Tokio Marine Holdings,

intention of not only incorporating outside opinions in its

Inc." in July of this year. The content of this report transmits

policy but also moving forward together with its stakeholders.

vividly the firm determination of the Tokio Marine Group,

There is another key issue, that of "responding to climate

which has taken a new step forward with this change, tochange and global warming." I was favorably impressed withmake energetic progress toward fulfilling its corporate social

the attitude of seriously considering what the Group can do toresponsibility.

combat the situation as insurers. Concerning the reduction ofFirst, I would like to look into improvement in the mattersan environmental impact, this report is available not only in apointed out in the previous fiscal year's report. The greatest

paper form but in a paperless digital form as well. In addition,

topic of concern in last year's report was how well the Groupfor details of information on related matters, addresses on thewould be able to recover the trust lost in connection withweb-site are shown to avoid duplication with other reports.

cases of failing to pay claims. It is reported that the Group

The total number of pages has been reduced from last year byhas carried out a thorough analysis of the causes of thoseavoiding duplication of content and displaying CSR results andcases and has taken initiatives to prevent the reoccurrence ofannual plans together for the Group as a whole instead ofsuch matters. In addition, "improving the quality ofseparately for individual Group member companies, as had

operations in the insurance business in Japan" has been

been done previously. I highly appreciate that the report

identified as a key issue for this fiscal year. The matter isclearly shows the CSR of the entire Group, while

covered in detail in 8 pages of this report (in Japanese). The

accomplishing the reduced use of paper.

identification of problems to be solved also conveys the

In the future CSR activities of the Group, I would like theGroup's determination to overcome them thoroughly.

Group to upgrade them in the entirety of the Group by not only

I understand that the Group is more resolved than before

developing CSR as the Tokio Marine Group but also

to listen to opinions from a broad range of people outside theproceeding with CSR more aggressively than before as all

Group and incorporate them in its policy-making, instead ofcompanies of the Group on a global basis. In doing so, werelying on the Group's perspectives alone. This attitude of

definitely would like the Group to focus its activities on "CSR

the Group is made clear in page 6 and the subsequent pages

performance through its core businesses." When this has

beginning with the "CSR Dialogs" and followed bybeen attained, I am sure that the Tokio Marine Group has"customers' comments" and "dialogs with employees andcome close to the realization of ideal CSR it aims at.

* This comment has been composed based on the Japanese edition of "Tokio Marine Group Corporate Social Responsibility Report 2008."

Tokio Marine Group Corporate Social Responsibility Report 200843

Corporate Planning Dept.
Tokio Marine Nichido Building Shinkan, 1-2-1, Marunouchi, Chiyoda-ku, Tokyo, 100-0005 Japan
TEL:+81-3-6212-3333
FAX:+81-3-6212-3712

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E-mail:CSR@tokiomarinehd.com
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