T&D Life Group

Third-party Opinion

Taking a new turn
et me begin by offering my heartfelt condolences toeveryone who suffered as a result of the recent Great
East Japan Earthquake.
This Special Topics edition of the T&D Life Group’s Corporate
Responsibility Report 2011 presents a vivid account of theefforts made by the T&D Life Group as a whole in response to
the Great East Japan Earthquake, and I myself have found it
inspiring reading. My deepest respect goes out to everyone
involved in the tremendous work they put into confirming
the safety of staff and customers, reopening branch offices,
promptly paying out insurance money and benefits, andparticipating in overall recovery assistance activities. I am
certain that this has enhanced their customers’ feelings of
security and trust toward the Group, and I would like toexpress my great appreciation for your efforts andachievements in dealing with this major disaster.
The prolonged “non-payment issue” may have left many ofyou with confused and frustrated feelings, but I havewitnessed the Group’s staff reaffirm the social responsibilitiesof their mainstay life insurance business in the face of thisdevastating disaster and keenly recognize the significance ofworking in the life insurance business. In which direction
and in what way will these thoughts, this energy and theaccomplishments described in this report drive company inthe future?
As the president noted in his message, various situations
have helped bring to light a great many challenges,
including the need to strengthen the Group’s business
continuity plan and “interpersonal bonds” (bonds between
employees, bonds with customers, bonds with the local
community, etc.). I am watching with great interest theefforts of staff digging deep into issues with a sharedawareness of the problems they face and taking the Groupsignificantly toward a new stage. One such effort might be
the CSR Committee organized in July 2011. I know that all
executives and employees can be counted on to actively
support this Committee, and I have high expectations of theprocess and outcomes of its endeavors to determine what
the T&D Life Group’s corporate responsibilities are and how

Lthey should be practically incorporated into its operations.
The Group must not forget to use its corporate philosophy of“Creating Value through ‘Try & Discover’” as its starting point.
Companies are going concerns and, as such, they must keep
moving forward by providing products and services that
address social issues and expectations. This is something thatstakeholders regularly monitor. In that sense, disclosure ofnon-disaster-related business efforts is also important, andperhaps more space could have been allocated to discussingthese efforts.
Today’s business environment is impacted by declining
birthrates and aging societies, environmental issues andglobalization. The issues confronting the Group seem to be
the development of new products for growth, risk
management, greater financial soundness, overseas
business, responsible investing as an institutional investor,
and the creation of uniform regulations by the International
Association of Insurance Supervisors (IAIS). Undoubtedly
there would be many stakeholders interested in learningfrom this report about the Medium-term Management Plan
designed to address these management issues.
As both our society and the Group’s business head toward acrossroads, I earnestly hope that the T&D Life Group will
successfully make the new turn.

T&D Life Group
Corporate
Responsibility Report
Special Topics

Bringing people security and hope through insurance

ProfileMr. Takaji Hishiyama
Principal
Center for Corporate Behavior

Mr. Hishiyama was engaged in a varietyof tasks inside and outside Japan as asenior executive before leaving
Mitsubishi Oil Co. (the current JX
Nippon Oil & Energy Corporation).
After studying at the Center for
Business Ethics at Bentley University in
the US as a Visiting Executive Scholar,
he established the Center for Corporate
Behavior in Japan. He is now engaged
in consultancy work for corporations
and the operations of three related
non-profit organizations as a director, as
well as teaching at universities as an
adjunct instructor, in order to fulfill his
mission of disseminating businessethics, corporate responsibility, andsocially responsible investment. He has
authored a number of books andarticles in these fields, and collaborated
on “ISO26000: A Practical Guide”(T. Matsumoto, supervising editor;
Chuokeizai-sha, Inc. 2011).

CONTENTS
T&D Life Group .................................. 1
Message from the President ................. 3
Coping with the Great East
Japan Earthquake ................................. 5
Establishment of Group CSR
Committee and CSR Charter ............... 9
Corporate Responsibility Digest ........ 11
Messages from Employees ................ 13

1-2-3 Kaigan, Minato-ku, Tokyo 105-0022, Japan
http://www.td-holdings.co.jp/e/ E-mail: csr@td-holdings.co.jp

CHALLENGE
Change forthe future.
Change by Japan.

T&D Holdings is participating in
the Challenge 25 Campaign, anational movement to mitigate
global warming.

FOR ALL THE LIFE ON EARTH
We are considerate of biodiversity

This report was printed on Satoyama Monogatari paper, which contributes to preservationof biodiversity, with 100% vegetable oil (non-VOC) ink. The printing was done by thecomputer-to-plate (CTP) process, which makes no use of film, and a waterless method that
does not generate any hazardous waste liquid.

This report has been certified by
the non-profit Color Universal
Design Organization (CUDO) as
having been designed withcolors that have good legibility.

The T&D Life Group practices
green purchasing.

For families

Principal products:
Death insurance, medical/nursing careinsurance, etc.

T&D Life Group

Taking very
seriously our
responsibility tosupport normal life

Reassurance
tailored toeach customer

The people of Japan have now begun to realize just how
precious it is to lead a normal life with peace of mind—
chatting with family members, commuting to the officeand putting in a good day’s work.

The T&D Life Group, organized under
the holding company T&D Holdings,
Inc., makes the most of its experience
to offer a variety of services to abroad spectrum of customers.

For small to
mediumenterprises

For middleand high-net
worth
individualsLife insurance products suited to customer
needs are made available for sale at financial
institutions.
Principal products:
Whole life insurance, individual annuity
insurance, etc.
Insurance Business
Pet & Family Small-amount Short-term Insurance Company
Insurance-related Business
T&D Confirm Ltd., Toyo Insurance Agency Co., Ltd., Daido Management Service Co., Ltd.
Investment Management & Advisory Business

Other Group
companies

The T&D Life Group is a corporate group centered on
three life insurance companies that are different in scope
but staffed by personnel sharing the same determination
to “Try & Discover.”T&D Asset Management Co., Ltd., T&D Asset Management (U.S.A.) Inc.
Other Investment-related Business
T&D Lease Co., Ltd., T&D Asset Management Cayman Inc., Taiyo Credit Guarantee Co., Ltd.,
Alternative Investment Capital Ltd., AIC Private Equity Fund General Partner, Ltd.
Administration-related Business
T&D Customer Services Co., Ltd.
General Affairs and Calculation-related Business
T&D Information Systems, Ltd., Nihon System Shuno, Inc., Zenkoku Business Center Co., Ltd.

T&D Life Group’s
Corporate Philosophy
With our “Try & Discover”
motto for creating value,
we aim to be a group that
contributes to all people
and societies.

1

Daido Life collaborates with many corporations
and associations of tax accountants and CPAs
to cover the various risks faced by owners andmanagers of small to medium enterprises andto provide corporate clients with robust benefit
systems.
Principal products:
Individual term insurance, etc.

We at the T&D Life Group have also gained a renewed
awareness of how essential insurance is in supporting
people in their day-to-day lives.

Having “rediscovered” the significance of insurance,
the T&D Life Group pledges to meet the challenge ofproviding customers with peace of mind in their daily lives.

Taiyo Life is engaged in the sale ofcomprehensive protection-oriented insurance
products covering medical care, nursing care,and death. In-house sales representatives callon customers and suggest the mostappropriate insurance products to them.

T&D Life Group’s Management VisionHigh solvency margin<From the perspectives of customers>
Aiming to be top insurance company in terms ofcustomer satisfaction by providing the bestproducts and services

We commit to pay out insurance without fail as
stipulated in insurance policies. The T&D LifeGroup regards offering “peace of mind” tocustomers through our primary business to beboth our mission and an important element ofour corporate responsibility.

<From the perspectives of shareholders,investors and financial market>
Aiming to be a major life insurance group with astrong presence in the market by stable andsustainable increase in the corporate value
through new challenges for growth

The solvency margin ratio is an indicator used by regulatory
authorities to judge whether an insurance company has
sufficient financial capability to pay insurance claims in theevent of unforeseeable risks. A solvency margin ratio of 200
percent and above demonstrates that the insurancecompany meets the criteria for financial soundness.

■ Solvency margin ratios (as of end of March 2011)

Taiyo Life

1229.7%
Daido Life

1237.2%
T&D Financial Life

611.2%
2

Message fromthe President

We are all aware of the social mission of the insurance businessdisaster has shown us as a Group the importance of standing firmly

society.” We witnessed the significance of these actions on site inby our customers when they most need insurance. The significancethe face of the grim reality of the Great East Japan Earthquake. Asof providing “peace of mind” is a notion that we must carry on into

we had experienced “non-payment issues” in which insurance

the future as an insurance company responsible for ensuring

money and benefits were not paid properly, we acted almost

people’s livelihoods.

reflexively this time to immediately check on customers andNakagome: Let me preface my remarks by offering my sincerest— Did you happen to make any new discoveries?

facilitate the necessary payment procedures, thereby putting the CSR

prayers for the repose of the souls of those who perished in the

Nakagome: Yes, we did. This crisis marked the first practical

Charter into practice.

recent disaster and my heartfelt condolences to everyone adversely

application of our Disaster Countermeasures Manual, a number ofGoing forward, we must bear in mind even in ordinary times theaffected. I was president of Taiyo Life at the time, and immediately

facets turned out to be unrealistic, though. For example, we had

importance of “standing firmly by our customers when they mostafter the earthquake, I ordered that a task force be established. Our

introduced a system relying on cell phone e-mail text-messaging toneed insurance” as we go about our work. The approaches we takefirst task was to confirm the safety of our staff and customers, butquickly confirm the safety of executives and employees induring emergencies and during ordinary times may differ, of course,

we were inundated with conflicting reports. I decided to dispatch

emergency, but this did not work well due to electric power failure.

but we must act on the same principles.

personnel to the area straightaway to collect accurate information

We had not anticipated that electric power would be down for such a— What is your definition of a “company useful to society”?

and provide assistance, but little headway could be made in the first

prolonged period.

Nakagome: We are only able to do business by showing ourselves

few days. The media coverage of the situation on the ground at theWe experienced so many things in connection with the disaster.

useful to our customers as well as colleagues, shareholders, society

time gave us nothing but tragic news. Nevertheless, thanks to the

Although these had little to do with our company’s operations, there

and local communities. Accordingly, our staff must always keep incool-headed and appropriate actions by our local and dispatchedwere shortages of gasoline and other fuels and, around us,

mind during their day-to-day duties the idea of being useful for thestaff, we were gradually able to confirm the safety of colleagues,

convenience stores and supermarkets in Tokyo area were runningstakeholders. Executives must ensure that corporate endeavors arereopen our offices, and promptly undertake to check on our

short of many items. The disaster also had a serious impact on theindeed useful for them and must always be thinking of ways to becustomers. Daido Life and T&D Financial Life took similar actions.

nation-wide supply chains. Learning from these experiences, weeven more useful. If this goes well, the company will earn the— I heard that the T&D Life Group coped with the disasterwill have to revise our emergency manuals to more practical ones

public’s trust and become a viable enterprise, setting in motion aand to ensure that the lessons learned must not be forgotten in future.

virtuous cycle whereby the company’s endurance fosters greater“Go there and meet the customers as soon as
possible,” all of our staff thought.
— What did you learn from the March 11 Great East Japan
Earthquake as an insurance business group?

very quickly.
Nakagome: In that regard things went very well. Taiyo Life, Daido
Life and T&D Financial Life staff members not only those located in
the disaster-hit areas but also those at the head office and at other3

Aiming to be an insurance group considerateof and useful for the society

trust from customers.
Confronting such an unparalleled disaster, a national crisis, we areconvinced that “interpersonal bonds” are indispensable. This holds

locations nationwide were strongly motivated by the desire to— What is your interpretation of our CSR Charter?

true with the entire T&D Life Group. Our bonds with society, theprotect our customers and to be of help to them now more than ever.

Nakagome: The CSR Charter starts off pledging that we will “offer

ties we form through relationships of trust, are absolutely essential toConsequently, our staff visited individual policyholders to see thewell-suited and high-quality products and services that meet

our business. Therefore, we believe that it is our mission to meet thedamage suffered and make arrangements for prompt submission,customer needs.” It goes on to declare that we will “implement

expectations of society through insurance business.

acceptance and payment of claims for insurance money and benefits.

social action programs as a good corporate citizen, and will makeThis, I believe, is why we were able to respond so quickly. This

contributions to the sound development of regional communities and

Kenji Nakagome
President
T&D Holdings, Inc.
4

Coping with the Great East Japan Earthquake

Stay with people in the afflicted
area and act on our own initiative
At 2:46 pm on March 11, 2011, a major temblor of magnitude 9.0 epicentered in the Tohoku
region struck eastern Japan. Employees of the T&D Life Group have been coping with thisnational crisis with full might. In this section, we will describe the efforts undertaken by
employees working in the disaster-hit area after the disaster, and our resolve for the future.

Special measures taken by Taiyo Life, Daido Life andT&D Financial Life in the wake of the Great East Japan Earthquake

Data Edition, P. 1-2

Full payment of disaster death
benefits, etc.

Policy provisions exempting company from liability in the event of earthquakes were notinvoked and disaster death benefits were fully paid

Extension of premium payment
grace period

Premium payment grace period extended to the end of December 2011 for policyholders
having difficulties in paying premiums due to the disaster*

Simplified procedures for quick
payment with regard to insurance,
benefits, policyholder loans

Simple and quick handling enabled by eliminating some of the documents required for
insurance claim

Reduction of interest rates onpolicyholder loans

Reduced interest rates applied to policyholder loans* (new loans only)

Special measures for hospitalization

Special handling applied to payment of hospitalization benefits** Excluding Tokyo, where the Disaster Relief Act applied due to the great number of stranded commuters
Please check the disclosure documents and websites of the respective companies for more detailed information about all steps taken.

Steps taken in response to Great East Japan Earthquake
March 11 Great Tohoku-Pacific Ocean Earthquake strikes● “Crisis Task Force” set up in head office● Efforts to confirm safety of employees andcustomers begin

Mutsunaga Nakae

March 12 ● First assistance personnel dispatched to afflicted area
Evacuation order issued for 20 km radius around
Fukushima nuclear power plant

General Manager
Ishinomaki Branch
Taiyo Life

March 13 ● Group announces full payment of disaster death
benefits; simple and quick payment of insurancemoney, benefits, policyholder loans, and deferredloans; and six-month extension of premium
payment grace period● On-site Task Force set up in Sendai Branch

Together with our customers
The Ishinomaki area, particularly the coastal district, suffered tremendous
damage from the recent disaster, and one Ishinomaki Branch employee out
on a sales call fell victim to the tsunami, a heartbreaking blow. During thefirst few weeks after the disaster we carried on with our lives with supplies
sent to us from our colleagues around the country, continuing all the while
to check on the well-being of our employees as well as beginning activities
to help out our customers.
Although the branch was not fully functional, on March 19 we became thefirst life insurance company in the area to reopen in order to accept inquiries
from customers. Employees had to make their way through rubble andsludge to visit our customers at home, and hazardous spots and aftershocks
caused them some initial concern. Meeting up with customers and sharing
their joy and their tears, however, enabled our employees to engage them ina profound way and help out with their clean-up efforts. This renewed in us
a keen sense of the joy of being able to enjoy normal life and normal
activities. Recovery will still take some time but our customers can count on
our branch, and our branch knows that we can count on our many company
co-workers. We will take courage and hope from this fact as we strive torestore and rebuild our lives.

Assistance personnel, dispatched the day after the disaster for about twomonths, distributing supplies to customers, employees and evacuation centers

5Distributing free clothing on the groundfloor of the Ishinomaki BranchGreat East Japan Earthquake
recovery assistance efforts
In July 2011, 63 T&D Life Group volunteers engaged
in grass cutting and rubble removal around temporary
housing and private homes, shrines and temples andin other recovery assistance efforts in Rikuzentakata
City (Iwate Prefecture).

Rubble removal work

Volunteer center in Rikuzentakata City

Scene from the afflicted area (Rikuzentakata City)

Local resident describing the situations on March 11

March 14 ● Customer service desks at Ishinomaki and
Shiogama branches closed● TEPCO rolling blackouts commence● Charitable donation of 30 million yen approved
March 15 ● Shiogama Branch customer service desk reopens● Power conservation measures implemented

Grass-cutting at a private home

March 16 ● Koriyama Branch customer service desk closed
March 17 ● Group begins special handling of policyholder andhousing loans
March 19 ● Ishinomaki Branch customer service desk reopens
March 22 ● Koriyama Branch customer service desk reopens
April 6● Group commences special handling of hospitaltreatment, etc.

April 16

● Condolences and customer service center
announcements broadcasted by radio in Miyagi
Prefecture and elsewhereApril 21● Group begins special handling of lapsed insurance
policies

May 2● 1st supplemental budget for Great East Japan
Earthquake approved at the Diet

May 10● Premium payment grace period re-extended tonine months

May 23● On-site Task Force reorganized into Customer
Support On-site Headquarters to strengthen
customer support functions in afflicted area

June 1● Power Conservation Measures team set up under
Crisis Task Force

June 23● “Power Conservation Declaration” released as partof group-wide power conservation campaign(power conservation measures announced)

June 24● Basic Act for Great Eastern Japan Earthquake
Recovery promulgated and enforced

July 1● Electric power use restrictions based on Electricity
Utility Law invoked

July 9● Weekday closures and customer service operations
on Saturdays begin at head offices and branches inareas served by TEPCO and Tohoku Electric

July 25● 2nd supplemental budget for Great East Japan
Earthquake approved at the Diet

Taiki Tokinoya

Tomoko Takahashi

Accounting Department
Administration Division
T&D Financial Life

Credit Management Division
T&D Asset Management

Just as I was wondering if there was anything I could do after
seeing TV reports about the destruction brought about by the
March 11 earthquake, I learned about our company’s recovery
assistance activities and without hesitation signed up. The
devastation in Rikuzentakata City was more extensive than I had
imagined, though, I had doubts that I could be of any help during
my short stay. Nevertheless, I was touched by the cheerfulness ofthe people at the volunteer center and the banners hanging indesolate spots bearing the messages “Thanks for your help” and“Hang in there, Tohoku,” and I renewed my resolve to work
together with my fellow volunteers to assist in the reconstruction.
These activities gave me a genuine sense of the enormity of thedisaster as well as an appreciation of the fortitude of the local
people. Recovery cannot be accomplished in a single go, and it is
crucial that we carry on sustained efforts. Diligently doing what
we can do is our only choice.

My first day as a volunteer involved cutting grass in the yard of
someone living in temporary housing who had lost her immediatefamily and her house in the tsunami but who had wanted to clean
up the yard to preserve the memories and to show to his distantgrandchildren. Speaking with the disaster survivors and seeing formyself the immense damage left me with many things to think
about, far too many to put into words. Despite the short time I was
there, I was able to partner with colleagues to help out some of thepeople hit by the disaster. I had no connections through work withany of the participants from the other Group companies but, by
striving alongside them for the same purpose, I gained a sense of
the dependability and confidence of my Group colleagues.
Although recovery may still require some time, I will continue todo what little I can do to help.

6

Coping with the Great East Japan Earthquake■ People supporting Ms. Takano

FamilyHow our
employees
struggled

Hiroko Takano
Iwate Prefecture SouthSales OfficeMorioka Sales Branch
Daido Life

Colleagues at Iwate
Prefecture SouthSales OfficeThis section reveals theactions taken by an employeeof the T&D Life Group in
support of, and with help
from, stakeholders in the wakeof the recent unprecedented
disaster and the lessons
learned from this experience.

Her colleagues naturally helped her
in collecting information about
customers and did their share of such
errands as going out and buying food.

Learning once again the importanceof interpersonal ties
While terrified by the pictures of the tsunami on TV, she checked up on customers“A steady stream of tragic images on my car TV showed the tsunami assaulting cities along the coastline and,given that I have customers in Ofunato City, I was simply stunned in disbelief,” said Ms. Hiroko Takano, an
employee of Daido Life engaged in sales primarily in Mizusawa Ward of Oshu City and Ofunato City in Iwate
Prefecture, speaking of the situation on March 11. “For a while after March 11, I stayed at home awaiting
instructions from my office. I had no gasoline and no food, and it was all I could do just to get by from day to day,but I could not help worrying about customers possibly caught up in the tsunami, so I repeatedly tried to get holdof them on my cell phone. I also checked up on customers from my personal computer at home, making contact
with those who had made it through relatively unscathed, and tried as far as possible to ascertain information on
my customers.”

Delivery of relief supplies to the afflicted area and visits to customers to explain
necessary insurance procedures for disaster face-to-face
Employees began showing up again at the Iwate Prefecture South Sales Office about a week after the disaster.
The office manager, Mr. Naoto Sato, recollected the circumstances at the time: “My first instructions to theemployees were to contact all their customers to check on their safety. After narrowly securing gasoline, I went
together with the employees to visit customers hit by the disaster, and we brought along relief supplies such as
instant food products and towels.”
Checking on the whereabouts of customers and delivering relief supplies were naturally firsts for the employees,
who nevertheless shared information and performed their duties without too much disruption. Once things had
begun little by little to settle down, Ms. Takano began explaining to customers the company’s decisions to makefull payments of disaster death benefits and extending its premium payment grace period. “I took the materials
sent to us by the head office directly to my customers and talked with them. Whenever there were details that I
couldn’t adequately convey over the phone, I tried as far as possible to visit the customers in person to ensure
they correctly understood everything.”

Support from the head office and the Tax Accountants’ Association proved invaluable
for relief activities
Ms. Takano credited support from the Daido Life head office and the dedication of Tax Accountants’ Association
Iwate Prefecture South Sales Office,Morioka Sales Branch, Daido Life
Although the office was spared any physical damage or personal injury,
our customers living along the coastline suffered tremendous destruction.
The Iwate Prefecture South Sales Office is located in Mizusawa Ward, Oshu City insouthern Iwate Prefecture, and its 13 staff members are primarily engaged in sales
activities in southern Iwate Prefecture. When the disaster struck, some staff members
were making sales calls in coastal towns and cities but they fortunately escaped thetsunami without injury. Many of our customers in the coastal area, however, suffered as aresult of the disaster, and my heartfelt sympathy and condolences go out to them all.

7

Immediately after the disaster, her
oldest daughter looked after her
in-laws, and knowing that she could
rely on the steadfastness of her
daughter enabled her to carry out her
work in the afflicted area.

Head office staff
Head office staff members traveledaround the afflicted area by rented
cars, distributing relief supplies andchecking on the safety of customers.

Customers
She was encouraged on manyoccasions by their kindthoughtfulness despite the harsh
circumstances.

Tax Accountants’
Association
members
These tax accountants offeredcounseling services to customers
affected by the disaster regularly.

members for much of the success of the activities of the Iwate Prefecture South Sales Office. “The Morioka Sales
Branch handles about 10,000 insurance policies, and checking each and every one of these was simply toomonumental a task for our office personnel. Staff from the Tokyo and Osaka head offices rushed to our location tolend us a hand in heading out to city government offices, gymnasiums and other evacuation points to check on
customers. The head offices also sent us large quantities of relief supplies for our customers and our employees.
Realizing that we had colleagues throughout Japan willing to help us out in this emergency was tremendously
encouraging. The tax accountants also kept us abreast of the welfare of our customers, and this made me realize
once again of the strengths of community-based networks.”
As good fortune would have it, none of Ms. Takano’s customers had been killed or hurt, but some of the Iwate
Prefecture South Sales Office’s policyholders had suffered injuries. Mr. Sato, Office Manager, explained how thesituation was handled: “In this disaster some clients had had their insurance policies and identification washedaway by the tsunami, some who had been injured were unable to get to hospitals because the roads had been
badly damaged, and some had gotten to hospitals only to discover that the wards were fully occupied. Daido Lifeprepared special guidelines to deal with the unforeseen circumstances arising from this disaster, and we promptly
handled matters in accordance with these guidelines.”

At a difficult time, considerate and sincere supports are necessary
The scars of the disaster still mark the afflicted area as of September 2011, and many obstacles must be overcome on
the way to recovery. Mr. Sato described how the employees of an insurance company should deal with the crisis: “A
number of customers of the Iwate Prefecture South Sales Office are still missing, and some of their family members
have been unable to come to grips with this. It is incumbent upon us to understand the sentiments of these family
members and stand by them until they make the decision to file an insurance claim. We will make regular visits tocustomers spending their days in fear and dread, listen to what they have to say, and respond to their doubts andquestions. These circumstances demand that we adopt a fully customer-oriented posture.” Ms. Takano added, “I amdoing my best to carefully explain our company’s emergency measures to customers having difficulty paying
premiums as a consequence of the disaster to ensure that their coverage will continue without interruption.”

Recognizing that my works were supported by others, I do my job with a sense ofgratitude to others
The experience of this disaster has reaffirmed two things for Ms. Takano: “The first is that the insurance products
we recommend are essential in the unlikely event of a calamity. When proposing products, I now give evendeeper thought than ever to which products are genuinely necessary to protect the customer and what premium
level would be optimal. The second is that I clearly recognize how crucial the support of other people is to mywork. My family, fellow employees, other staff, members of the Tax Accountants’ Association and many others
have helped me out. The same holds true even of my customers in the disaster-hit area. Their smiles and kindness
when I brought them relief supplies bolstered my spirits immensely. When it struck me that those of us sellinginsurance to support people’s livelihoods are in fact supported by numerous people in our own lives, I was able toapply myself to my work with a feeling of heartfelt gratitude.” Appreciating and enjoying living as part of acommunity and acting with a feeling of gratitude is the basics that should serve as the starting point for
stakeholder-oriented corporate responsibility efforts. Ms. Takano and everyone else in the company will continue
providing assistance to the afflicted area while attaching particular importance to interpersonal ties.

Naoto Sato

Office Manager
Iwate Prefecture South Sales Office8

Establishment of Group CSR Committee and CSR Charter

We will expand collaboration among
the Group and strengthen corporate
responsibility efforts
In July 2011, the T&D Life Group established Group CSR Committee to further promote CSR activities to beundertaken by the Group as a whole.
(3) Promoting group-wide collaboration with regard to the CSR
measures planned and implemented by one or more of theGroup companies(4) Reporting on progress about group-wide corporate responsibility
measures and the corporate responsibility measures by
individual companies

Objectives of the Group CSR Committee
Improving group-wide corporate responsibility
collaboration to ensure Group companies pursue
concerted efforts
The T&D Life Group has instituted the T&D Life Group CSR Charter,
the T&D Life Group Compliance Code of Conduct, and the T&D LifeGroup Environmental Policy, and undertaken group-wide CSR efforts.
More specifically, the Group has sought to enhance the efforts of life
insurance subsidiaries in the mainstay sectors of the life insurance
business that are particularly social in nature, and Group companies
have undertaken their own independent projects, including special
sponsorship of the National Sports Festival for the Disabled by Daido
Life, the Nationwide Clean Campaign begun by Taiyo Life in 1982 andextended nationwide since 2004, and other programs to protect the
global environment, ensure strict compliance, and create pleasantworking environments.
A Group CSR Committee has been organized to establish a Groupposture on corporate responsibility and to bring Group companies
together as one in taking corporate responsibility to the next level byenabling Group companies to share their efforts with the rest of theGroup, allowing companies to learn the positive aspects of these efforts
from each other, and determining matters that the Group can jointly
undertake. Through the Group CSR Committee, T&D Holdings andits subsidiaries will discuss, examine and share information on thefollowing matters:(1) Formulating basic corporate responsibility policies for the Group(2) Developing common Group corporate responsibility measures

Composition and position of GroupCSR Committee
Chaired by the president of T&D Holdings, the GroupCSR Committee operates under the auspices of theGroup Management Committee
The Group CSR Committee was established to promote group-wide
CSR efforts under the Group Management Committee, which
deliberates on Group strategy and other important subjects. The GroupCSR Committee is supposed to report its proceedings to the GroupManagement Committee (see diagram).
The Group CSR Committee is chaired by the president of T&D
Holdings and comprises of the executive officers and department
managers responsible for corporate responsibility at T&D Holdings andits subsidiaries. In setting up this Committee, Group CSR Committee
Rules which describe the aims and duties of the Committee werealso established.
This Group CSR Committee will serve as the cornerstone of Group
corporate responsibility activities as we step up our Group corporate
responsibility efforts; these activities will be discussed further in thisCR Report.

■ T&D Life Group CSR Charter
The T&D Life Group is firmly committed to fulfilling the public mission of life insurance and other businesses
and to undertaking its corporate responsibilities based on its management philosophy and by achieving
sustainable growth along with society.

1. Providing Better Products and Services• The T&D Life Group will offer well-suited and high-quality products and services that meet customer needs.

2. Strict Compliance• The T&D Life Group will strictly observe laws, regulations and rules, and act with integrity.
• The T&D Life Group will maintain and promote fair and free competition.
• The T&D Life Group will stand firmly against antisocial forces and groups that may threaten the order orsafety of civil society.

3. Respect for Human Rights• The T&D Life Group will respect human rights, and make efforts to enlighten all its employees on human rights.
• The T&D Life Group will respect the individuality of all its employees, ensure a safe and rewarding work
environment, and develop its human resources.
• The T&D Life Group will respect privacy, and will strictly control and protect personal information.

4. Communication• The T&D Life Group will widely disclose its management information in an appropriate and timely mannerto the public as well as to its customers and shareholders, and will actively strive to maintain a dialog withall its stakeholders.

5. Contribution to Communities and Societies• The T&D Life Group will implement social action programs as a good corporate citizen, and will makecontributions to the sound development of regional communities and society.

6. Global Environmental Protection■ Position of the Group CSR Committee• The T&D Life Group will carry out its activities with full awareness of the importance of environmental
concerns, and with sufficient consideration given to global environmental protection.

Board of Directors

Group Compliance Committee

President

Sharing information and enhancing corporate
responsibility from a Group perspective
Kenji Nakagome, Chair, Group CSR Committee

Executive Committee

Group Risk Control Committee

Group Investment Committee
9Group Management Committee

Departments

Group CSR Committee

Group Information Technology
and Administration Committee

The companies of the T&D Life Group have been pressing on withcorporate responsibility activities individually. The Group CSR
Committee is regarded as a forum in which Group companies shareknowledge and experiences with regard to corporate responsibility
activities, trying our ingenuity at how to promote group-wide
corporate responsibility. As Chair, it is my responsibility to ensurethat the Committee engages in vigorous discussions and achieves
meaningful results.
10Corporate
Responsibility
DigestBecoming an integral part ofneighborhoods and people’s lives
The T&D Life Group is involved in a diverse range of activities in keeping with its
CSR Charter, and this Digest will introduce our continuous efforts as well as someof the new projects recently launched by the Group.

Contribution tocommunities and societies

Contribution to
Global environmental
communities and societies
protection

Special sponsor of National Sports Festival for the Disabled
Data Edition, P. 32

Daido Life became a special sponsor of the 10th National Sports Festival for the Disabled (“Dream
Peninsula Chiba” National Sports Festival), the largest such event in the country, held in Chiba
Prefecture in October 2010. A Daido Life booth staffed by employee volunteers has been set up eachyear in the Fureai Hiroba (Get-Together Plaza), a venue for interacting with participating athletes.
Opening ceremony for 10th National Sports Festival for
the Disabled (“Dream Peninsula Chiba” National Sports
Festival)

Contribution to
Global environmental
communities and societies
protection

Nationwide Clean Campaign

Taiyo Life has been conducting an annual clean-up around its head office since 1982, and it began
extending these activities nationwide in 2004. A growing number of participants has made this ahuge event, with Tokyo and certain other areas even seeing people from other companies joining in.
Volunteers from other Group companies (Daido Life, T&D Financial Life, T&D AssetManagement, T&D Holdings, etc.) also pitch in on clean-up day.
Nationwide Clean Campaign

Contribution to
Global environmental
communities and societies
protection

Forest conservation/silvicultural activities

As an insurance company that uses office paper and other types of paper for pamphlets, policy
agreements and general business documents, Taiyo Life set up Taiyo Life Forest in Nasushiobara
City (Tochigi Prefecture) and Takashima City (Shiga Prefecture) in the interest of regenerating
forest resources and conserving landscapes. Every year many staff members participate insilvicultural activities in these forests, which include deadwood clearing and forest walks.

Respect forhuman rights

Communication

Data Edition, P. 11, P. 15, P. 25

Compliance manuals and cards

Management utilizing stakeholders’ views
Data Edition, P. 18

Taiyo Life holds round-table meetings with policyholders, called “the Taiyo Life Fureai Club,” togive policyholders a better understanding of the company and its life insurance products and to hear
their opinions and requests. Daido Life conducts business report round-table meetings with tax
accountants and CPAs, who are the important business partners, as well as with agents to update thecurrent status of their business and to hear views on the company’s management.
Taiyo Life Fureai Club (round-table meetings with
policyholders)

Activities in the Taiyo Life Forest

Communication

Power conservation efforts (lights turned off during
daytime)Promotion of compliance (strict protectionof personal information, etc.)

The companies of the T&D Life Group have publicly announced Personal Information Protection
Declarations (Privacy Policies) on their respective websites and elsewhere, and are conducting
periodic training on personal information protection in accordance with the Compliance Programthat constitutes the detailed plan for achieving full compliance with laws and regulations.
Companies are also working to ensure strict compliance by making compliance manuals and having
personnel carry around compliance cards.

Products and services

Data Edition, P. 36

Data Edition, P. 36

The T&D Life Group had previously undertaken efforts to conserve electricity, and FY2011 saw it
step up its power conservation measures. In conjunction with group-wide power conservation
measures such as setting office thermostats to 28°C, extending the “Cool Biz” campaign period,
reducing or turning off lighting, and restricting the use of elevators, Taiyo Life and Daido Life havebeen scheduling days off by rotation at head offices and branches in the areas served by Tokyo
Electric and Tohoku Electric.

Compliance

Data Edition, P. 32

Power conservation efforts

Contribution tocommunities and societies

IR activities
Data Edition, P. 18

Providing asset management services to universities
Data Edition, P. 32

Believing that the essence of its corporate responsibility lies in broadly contributing to society
through its core business of asset management, T&D Asset Management provides asset management
services to universities to help them establish governance over their asset management andstrengthen their financial foundations so that they can engage in high-quality education and research.

T&D Holding disseminates management and financial information continuously andcomprehensively. Financial results meetings, financial results conference call and in-person visits
both for domestic and overseas investors, as well as regular exchange of views with securities
analysts are among such efforts. Any useful information gleaned from investors through such IR
activities is reported to the management team regularly.
IR activities for overseas investors

Contribution tocommunities and societies

Endowment-funded university extension course
Data Edition, P. 33

Daido Life has been supporting endowment-funded university extension courses since FY2002,
when it commemorated its 100th anniversary in business. With a help from universities, thesecourses provide owners and managers of small to medium enterprises with opportunities to acquire
management and business knowledge and skills. These courses were offered at six universities in
FY2010 where a total of nearly 7,400 attendees have taken these courses over the past nine years,
earning a very good reputation from them.
11

Extension course lecture

Other key efforts [Data Edition page]■ Providing better products and services: Q-up Campaign (Taiyo Life) [P. 21], customer survey (Daido Life, T&D Financial Life) [P. 22-23]■ Strict compliance: adherence to Compliance Code of Conduct [P. 14], Compliance Program [P. 15], whistleblower system [P. 15]■ Respect for human rights: diversity efforts [P. 29], efforts in support of women’s activities [P. 30], human rights education [P. 30]■ Communication: general shareholders’ meetings [P. 18]■ Contribution to communities and societies: blood donation drives [P. 32], charitable donations during disasters [P. 32], support for Japan Down
Syndrome Society (Taiyo Life) [P. 33]■ Global environmental protection: disclosure of Group environmental impact data [P. 37], disclosure of environmental targets and performancedata [P. 38]

12

Messages from
Employees

Doing what we cando at our respective
workplaces

Haruhisa Yanagi

Akiko Yagami

Head
Customer Service Center
Taiyo LifeTKC Corporate Insurance
BranchTokyo West
Daido Life

Payment Service
Department
T&D Financial Life

Aiming at service that delights

Improving customer satisfaction
through quick responses

Offering services from customers’
perspectives

The Customer Service Center’s mission is to taketelephone calls of a diverse nature from customers andrespond suitably to their inquiries. Day-in, day-out effort
is crucial in performing these tasks. Bearing in mind that
customers who have suffered due to the Great East Japan
Earthquake in particular are taking the trouble to call us
during very trying times, we listen attentively to theremarks of each and every caller and respond with theintent of providing them optimal guidance to help them
gain as much peace of mind as possible. We will continue
working to ensure that the Service Center provides service
that not only satisfies customers but delights them as well.

I was informed by the office in charge that an employee
of one of its clients had passed away, and I got the death
benefit claim documents to the client on that same day.
We were consequently able to pay them the insurancemoney quickly, and the office in charge informed me,“Our client was very appreciative of being able to pay
condolence money so promptly to the surviving family
members due to your quick response. Thank you.” This
reaffirmed for me as a sales representative the importanceof giving my full support to my office’s insurance
proposals and of responding in good faith when an
insurance incident does unfortunately occur.

The Payment Service Department is actively encouraging
claims. When we received a claim application for death
insurance benefits from a beneficiary the other day, I
inquired whether there had been any hospitalization orsurgeries which had not been claimed yet. The beneficiary
replied that he had not been residing with the insured
party so was not sure. I then told him that our company
could look into claimable hospitalization or surgeries if
there were any past medical examination statements orsuch on hand. Our investigation turned up claimable
hospitalization and surgeries and we were able to pay out
benefits on these, for which we were thanked by thegrateful beneficiary. We are committed to continuing
making customer service our first priority in our
day-to-day duties.

Hiroshi Nagashima

Yoshinori Ezaki

PT Secretariat

Emi Ozawa

Investment
Administration Division
T&D Asset Management

Corporate Planning
Division
T&D Information Systems

For the employees of the T&D Life Group, 2011
has become a year for reassessing the significanceand value of their work. Individual employees are
giving serious thought to what they should do andcan do for their customers, their colleagues, theircommunities and the children of the future, andthey are facing up to the challenges they encounter.

13

Akemi Katsushima(Mizukawa, Kataoka,
Shimoba)
T&D Customer
Services

General Affairs Division
T&D Holdings

Providing asset management
services to universities

Recognizing the importance of energy
through power conservation

Continuation of disaster relief activities

Recognizing the importance of day-in,
day-out power conservation efforts

T&D Asset Management has undertaken to assist
universities establish governance over their asset
management and firm up their financial foundations in thecourse of fulfilling our corporate responsibility through ourmainstay business of asset management services. This being
my area of responsibility, I organized a university asset
management study group in November of last year andreported on the CFA Society’s “Investment Management
Code of Conduct for Endowments, Foundations andCharitable Organizations.” This Code of Conduct is gaining
currency, having been published in the industry journal“Educational Institutions” and examined as one of the topicsof the “Private Educational Institutions’ Value Improvement
Seminar” hosted by a financial research company in June ofthis year. We hope to continue to be of assistance touniversities, an important part of social infrastructure, sothat they can fulfill their roles on solid financial bases.

To maintain uninterrupted information system services tocustomers in the Taiyo Life Urawa Building during therolling blackouts that followed the Great East Japan
Earthquake, we operated our own power generators,
consuming large quantities of kerosene in the process. Thisbrought home to us the realization that it was only thanks
to significant supplies of energy that we were able to carryon our business. In responding to subsequent summertime
power use restrictions, we sought to reduce power use by
restricting the use of lighting and air conditioning,
implementing power-saving measures for all of thecompany’s PCs, improving air conditioning efficiency
inside the server room, and imposing power controls on
the building as a whole, thereby cutting power use by morethan 15%. These efforts have helped us keenly recognize
just how much we benefit from energy, and we intend tokeep in mind the importance of using energy carefully.

When we conducted a questionnaire survey of all theemployees of our company regarding disaster relief, wereceived many inquiries from employees wanting to dosomething to help out the 1,400 or so residents of Futaba
Town (adjacent to the Fukushima nuclear power plant)
who had been evacuated to the disused building of theformer Kisai High School in Kazo City, Saitama
Prefecture, in the spirit of fellowship as a Saitama-based
company. A project team visited the evacuation center tosolicit requests directly from the Futaba evacuees and thenbegan delivering relief supplies on a timely basis. This
assistance was a manifestation of the commitment of all
employees to disaster relief, and we were thrilled to receive
a letter of thanks from our Futaba “guests.” Relief supplies
were provided in April, June and August and we plan tocontinue our relief activities for the foreseeable future.

The T&D Life Group’s combined efforts for conserving
power kept power use in the Shiodome Building during
the first quarter of this fiscal year to 77.9% of the level forthe same quarter of the previous year, a figure illustrating
the magnitude of our success. We were quite pleased tosee this result in tabulating the numbers. We are still
making sure to immediately turn out any lights that are
not needed, to put our PCs in standby mode when
stepping away from our desks for more than 20 minutes
for discussions or lunch, and to unplug our PCs whengoing home for the day. As we see that small efforts canbuild up into major accomplishments, we will continue toconserve power through careful day-to-day efforts.

14