32

T&D Insurance Group Sustainability Report 2023

Priority Theme 1

Promote Healthy and Abundant Lives for All People
With the main business of the T&D Insurance Group being the life insurance business, contributing to promote healthy and abundant lives for all people is one of our most basic responsibility to society. We havepositioned “Providing Better Products and Services” as the first principle of the T&D Insurance Group CSR
Charter. The Group clearly states its commitment to fulfilling its responsibilities to society through theinsurance business by offering well-suited, high-quality products and services that meet customer needs.
The provision of products and services that contribute to solving various risks faced by our customers,
which occur due to societal changes such as the acceleration of Japan’s declining birthrate and aging
population, is both the Group’s mission and an opportunity for growth.

Connected social issues and group initiatives to solve themSocial Issues

Primary Stakeholders

Initiatives

Reduce economic and social risks inan aging society

Customers,
local communities

Provide insurance to support the prevention of dementia and insurance that covers a wide range of conditions
requiring long-term care

Help people maintain good health

Customers, investors,
local communities

Help spread and promote “Health and Productivity Management” and enhance welfare systems among SMEs
Invest in funds that support businesses that contribute to improving people’s health

Promote the use of insurance andfinancial services for all

Customers

Integrate internet-based insurance enrollment with face-to-face customer services

Encourage all people to engage insocial and economic activities

Customers,
local communities

Deliver asset formation products for seniors to enjoy their lives post retirement

Increase customer satisfaction
year-on-year until fiscal 2025

Initiative results and plans

PolicyResults for FY2022

Planned for FY2023

To contribute to the sustainablegrowth of society and to thesolution of social issues throughthe insurance business by offeringhigh-quality, optimal products andservices that meet customer needs

Launched Preventive Insurance Series to support initiatives aimed at customer prevention throughinsurance

 ontinue to provide products and services that meet the needsCof societySuitably fleshed out our product lineup for Sma-Hoken (Internet channel) and Remote Application as well

 ffer insurance products which even customers concernedO
about their health status can apply forProvided Kaisha Minnade KENCO+, a new full range of health-promotion-type protection for promoting
SME health and productivity management
Provided Hybrid Tsumitate Life, asset formation insurance on a new axis that is closely attuned to thediversifying needs of the era of the 100-year life
Deploying the Taiyo’s GENKI Project to encourage good healthLaunched the Dodai? web service for working on resolving social issues in collaboration with SMEs
Bolstered product lineups to respond to diversifying customer needs, etc.

 ffer insurance products which meet the asset managementOand asset administration needs of the 100-year-life era xpand lineup of products offering a full range of protection toEmeet the needs of SME owners, modernize coverage, develop
the insurance solicitation environment, and improve the sales
tools, etc.

Sustainability Management

Organizational Profile

Priority Theme

1 2 3 4Social Activities

Governance and Internal Control

Management Control

Third-party Opinion

Index

33

T&D Insurance Group Sustainability Report 2023

1. Provision of Products and Services which Meet the Needs of Society

Provision of Products and Services which. Meet the Needs of Society

1
1-1

3-3

203-2

The Initiatives of Taiyo Life

Taiyo Life is a life insurance company that provides comprehensive products to the household market, including death benefits and medical/nursing care. Our management vision is to provide high-quality products andservices to become a company that is needed and loved by customers,
and, in this spirit, we provide various products and services to respond todiverse customer needs. In particular, to respond to diversifying customer
needs and lifestyle changes—in addition to our in-house sales representative channel—we have launched fully-online insurance (Sma-Hoken) to
respond to the needs of customers who want to handle procedures ina non-face-to-face way. In addition, we introduced Remote Application,
which combines Sma-Hoken with consulting and application procedure
support provided by in-house sales representatives. We also utilize digital
information via infomercials, Internet ads, and similar kinds of promotion,
and we provide hybrid sales service that combines face-to-face and nonface-to-face approaches.
In June 2016, in anticipation of the era of the 100-year life, we launched Taiyo’s GENKI Project torespond to the social issue of longer healthy lifespans, that is, living a long, healthy life. We also promotevarious measures to help ensure that our employees are healthy so that they can support the health ofcustomers and contribute to achieving a healthier society.
In this way, we are contributing to the realization of a sustainable society, which is the aim of theSDGs, through a variety of actions that consider the concepts of CSR, ESG, etc., such as the provision of
products and services that contribute to enhancing the health and welfare of all people.
Product Development which Preempts the Changes of the Times
To help everyone live long and healthy lives in the eraof the 100-year life, we are developing a Preventive
TV commercial
Insurance Series that supports customers’ prevention efforts through insurance. In October 2018,
we launched our Himawari Dementia Prevention
Insurance as the first of these products to help deal
with dementia—a social issue—and enable customers to live their old age with peace of mind.
At the end of April 2023, sales of our dementiarelated products exceeded 900,000 policies, whichshows that these products are well-received by many people, particularly by our senior customers.
Furthermore, in June 2021, we launched Cancer and Critical Illness Prevention Insurance, the second in our series of prevention insurance plans.
This product covers certain conditions, including cancer, strokes, and acute myocardial infarctions,and has been well received by a wide range of customers of all ages, including the middle age generation.
One feature of prevention insurance is that, by adding special survival benefit provisions, customers
can receive preventive benefits every two years starting one year after the policy begins. These preventive benefits include the use of the Company’s disease prevention services, including MCI Screening
Plus—which can be used to judge the risk of MCIs (mild cognitive impairments) by using a simple blood
test—as well as AminoIndex® Risk Screening—which can evaluate the possibility of currently having
cancer as well as the risk of future strokes, myocardial infarctions, and diabetes.
Launched in October 2018

Himawari Dementia Prevention Insurance
Benefits

1

Benefits

2

Application with a simple declaration is possible even if there are health concerns
Coverage of dementia using double
insurance claims(dementia diagnosis insurance claims anddementia treatment insurance claims)*

Benefits3

Coverage of hospitalization, surgery, and the like due to certain diseases and the like which are common in seniors* When enrolling in both “relaxed-underwriting type dementia diagnosis insurance” and “relaxed-underwriting type dementia
treatment insurance”
Benefits

4

Special survival benefits (preventive benefits) that can be utilized for dementia prevention and various other purposes[Preventive Benefits]
Policy date

1 year after

3 years after

5 years after

7 years after

9 years after

10 years after

Insurance
claims atmaturity

The insurance period and the insurance premium payment period (in the case of 10 years)
Policy date

10 years after

Our dementia prevention service can be used both early (during the first year) andrepetitively (every two years)!

Sustainability Management

Organizational Profile

Priority Theme

1 2 3 4Social Activities

Governance and Internal Control

Management Control

Third-party Opinion

Index

T&D Insurance Group Sustainability Report 2023

34

1. Provision of Products and Services which Meet the Needs of Society

Launched in June 2021

Launched in May 2022

Cancer and Critical Illness Prevention Insurance
Benefits

1

Relaxed underwriting-type advanced
medical insurance

Broad coverage of cancer and certain critical illnesses

CancerAcute myocardial infarction

StrokeDiabetesInsurance claims are paid
“when surgery is undergone”!

Insurance claims are paid
“when surgery is undergone”!

Benefits are paid if the insured
person has proliferative
vitreoretinopathy surgery!

Chronic renal
failureCirrhosis of
the liverHypertensive
diseaseAortic aneurysm andaortic dissection

Chronic
respiratory failure

Chronic
pancreatitis

Stomach cancer
Colorectal cancer
Lung cancer
Breast cancer
Prostate cancer
and other cancers

Other disorder of organs* Payment is subject tocertain conditions.

Benefits2(implanting an artificial cardiac pacemaker, colostomy, and the like)

Even in the case of early-stage, 10% of the insurance claim amount (wide-area
benefits for cancer and critical illnesses) is paid.

Simplified death insurance

In May 2022, we launched relaxed underwriting-type advanced medical insurance and Simplified death
insurance that customers who are worried about their health can apply for as well. Relaxed underwriting-type advanced medical insurance covers advanced medical treatment for which all the technicalfees must normally be paid by the customer due to such treatment not being covered by public medical
insurance systems, and this includes expensive cancer treatment such as heavy-particle radiotherapy.
In addition, with our Simplified death insurance, death benefits can be prepared with nothing more thana simple notification.
We are also striving to suitably flesh out our product lineup for Sma-Hoken (Internet channel) andRemote Application, and, in November
2022, we launched our children’s medical
insurance, which enables policies for which
the policyholder and insured member are different people. With this product, fully-online
insurance can be used to provide coverage
not only for policyholders but also for theirchildren who are 12 years old or younger.

(2) Hospitalization due to a stroke(1) Early-stage cancer• Non-invasive cancer• Cancer in situ, etc.

(3) Hospitalization due to an acute myocardial infarction

Launched in May 2023

(4) Ongoing insulin treatment for diabetes for at least 180 daysin response to a doctor’s instructions* Payment is subject to certain conditions.

Benefits

3

Special survival benefits (preventive benefits) can be utilized for disease prevention services[Preventive Benefits]
Policy date

1 year after

3 years after

5 years after

7 years after

9 years after

10 years after

Insurance
claims atmaturity

The insurance period and the insurance premium payment period (in the case of 10 years)
Policy date

10 years after

Simplified cancer diagnosis insurance

Simplified cancer treatment insurance

In May 2023, we launched Simplified cancer diagnosis insurance and Simplified cancer treatment insurance, which can be applied for even by persons for whom it is generally difficult to apply for cancer
coverage, such as individuals who had cancer in the past. With Simplified cancer diagnosis insurance, alump-sum payment is provided to pay for treatment costs, living expenses, etc. incurred after being diagnosed with cancer. Meanwhile, with Simplified cancer diagnosis insurance, benefits can be received forevery month that certain kinds of treatment are undergone. This means that it is now possible to provide
cancer coverage even to customers worried about their health.

Sustainability Management

Organizational Profile

Priority Theme

1 2 3 4Social Activities

Governance and Internal Control

Management Control

Third-party Opinion

Index

T&D Insurance Group Sustainability Report 2023

35

1. Provision of Products and Services which Meet the Needs of Society

Delivering Peace of Mind to Families
Taiyo Life is continuously working on various reforms and improvements to deliver trustworthy and reliable services to customers over the long term, from enrollment and the policy period up until a policy
pays out.
We proactively recommend that the family members of a senior customer be present when he or
she concludes a contract to prevent misunderstandings. Also, our in-house sales representatives makeuse of the videophone function of our Taiyo Life Concierge service for mobile devices to contact customers directly and reconfirm the intention of the contract, application details, the notification details in thecase of relaxed-underwriting type products, and more through our senior support desk. We have also
introduced the Family Registration Program, which allows the prior registration of contact informationof customers’ family members as preparation in case it ever becomes difficult to communicate with thepolicyholder due to the onset of dementia or hospitalization.
We are also implementing our Senior Visit Service, which involves visiting senior customers at least
once a year during the enrollment period to confirm contract details and encourage customers to claim
their benefits. By using our dedicated customer service web portal Taiyo Life My Page, customers cancomplete procedures without having to visit the Company, including address changes and other insurance maintenance procedures, use of loans and other funds, hospitalization benefit, etc. claim procedures, and more. It is also possible to complete various procedures and benefit, etc. payments online. In
October 2021, we became the first major insurance company in Japan to expand Taiyo Life My Page so
it can be used by insured members as well, and, even if the policyholder and insured member differ, it
is now possible to carry out benefit claim procedures on My Page. In April 2022, we started providing a
new Taiyo Life My Page service—the web insurance certificate - digital certificate—that enables not only
policyholders but also insured members and registered family members to confirm policy details, andthe total number of applications was past 80,000 as of March 2023. In February 2023, we also made itServices provided by Taiyo Life My Page (excerpt)• Address changes

Digital certificate features• Family Registration Program registration and detail inquiries• Name changes•D eath insurance benefit, etc. beneficiary/preregisteredproxy changes

Simple andconvenient!

All you have to do is click the linkto the information you want to know
on your smartphone or computer
screen. You can easily confirm yourpolicy details on your My Page.

Secureand safe

Registering family members helps
to ensure that procedures for insurance claims, etc. will all be handledsmoothly even if something badhappens.

Environmentallyfriendly!

Because digital certificates are fully
paperless, they help contribute topreserving the global environmentand realizing a sustainable society.

• Addition of designated proxy application riders• Insurance certificate reissuance•R eissuance of certificates for life insurance premium
deduction• Repayment of policyholder loans• Repayment of premium transfer loans• Claim procedures for benefits, etc.
• Information on premium payment proceduresNEW•C onfirmation of policy details and viewing of web insurance
certificates— digital certificates —• Account applications and changes

possible to complete account application and changing procedures, and—asof the end of fiscal 2022—the number of Taiyo Life My Page members was
up to 1.22 million increased by 537,000 members from the end of fiscal 2021.
When a payment is to be made, office workers with specialized knowledge visit customers and/or their families directly to help them with the procedures for claiming benefits as part of our Kaketsuke-Tai Service. This service, which makes use of the Taiyo Life Concierge service to reduce paper
consumption when performing procedures to claim benefits, etc., allows
benefit payments to be made in as little as ten minutes*. In addition, we are
striving to further expand this service. For example, in October 2020, it went
fully paperless due to claims for death benefits going paperless.
Furthermore, concerning dementia, we are engaging in initiatives
to follow up on customers who made claims for benefits, etc.
but could not receive payment at the time of the claims because
they did not satisfy the payment criteria in order to ensure that all
claims are properly paid in the future.
* This differs depending on the claim details, status of reception, and other factors.

Prevention Initiatives
Our goal at Taiyo Life is to help create a society where everyone can live long, healthy lives in the era of
the 100-year life. To accomplish this goal, we are working on initiatives that not only support customers interms of detecting and improving dementia and critical illnesses at an early stage, but also help prevent
disease and improve customers’ health.
For customers eligible for the payment of special survival benefits (preventive benefits) through ourHimawari Dementia Prevention Insurance, we recommend dementia prevention services such as MCI
Screening Plus, which determines the risk of mild cognitive impairments (MCIs) through a simple blood
test, and the Kurort Health Walking Experience Tour, which can prevent disease and improve health,among others. In addition, in March 2021, we entered into a business agreement with Ajinomoto, H.U.

Kurort® Health Walking Experience Tour

Enjoy the fields andmountains of Japan duringsome laid-back walking,and refresh yourself
mentally and physically!

Sustainability Management

Organizational Profile

Priority Theme

T&D Insurance Group Sustainability Report 2023

1 2 3 4Social Activities

Governance and Internal Control

Management Control

Third-party Opinion

Index

36

1. Provision of Products and Services which Meet the Needs of Society

Frontier, and H.U. Wellness, and began offering AminoIndex® Risk Screening, which can simultaneously
evaluate the possibility of an individual currently having cancer and whether they are at risk of future
strokes, myocardial infarctions, or diabetes.
Starting in August 2022, we also made it possible for customers to undergo MCI Screening Plusand AminoIndex® Risk Screening examinations as part of mobile medical services, thereby increasing
opportunities for such testing and contributing to the health promotion of our customers.
Moreover, we have started providing the Taiyo Life Health Promotion App based on the concept of
improving health in a fun way using an app, which can support the health promotion of customers froma variety of perspectives, including walking and sleeping. This app has functions that give advice basedon the number of steps walked and hours of sleep every day regarding possible illnesses and conditions
that can be prevented and for health promotion, so that customers can confirm their own state of health.

Signs of MCIs (mild cognitive impairments),
which are an early stage of dementia,
can be checked for by using a blood test
Test advantages

The tests are done by medical institutions throughout Japan, and you will
receive your results two or three weeks after your blood is taken

1

2

3

Early detection enables
steps to be taken toprevent dementia

Simple blood tests

Reliable tests done by
medical institutions

AminoIndex®
Risk Screening

Taiyo Life
Health Promotion App

Comprehensive, all-in-one
evaluations using nothing
but a 5-ml blood sample!

Present

Possibility of having

cancerFutureStrokeMyocardial
infarction
Diabetes
Risk of the above

AminoIndex®

AminoIndex®

Cancer Risk
Screening

Lifestyle Disease Risk
Screening(AICS®)(AICS®)

Taiyo Life has changed the way life insurance solicitation isdone. For example, we introduced the Taiyo Life Concierge mobile terminal for the in-house sales representatives in August
2018, enhanced its functions utilizing the latest IT, equipped itwith consulting and presentation functions which listen to therequests of the customers and propose the optimal plan on thespot, and made it fully paperless in all processes from concluding
the policy to receipt of payment.
In October 2019, we launched SmaHoken, which enables customers to complete application procedures online.
Sma-Hoken, our completely new fully-online insurance system with extensive
after-sales services, combines an online
insurance quoting and application processthat can be used any place and time a customer desires with attentive visiting service from our personable staff. Furthermore, in January 2021 we introduced Remote Application (non-face-to-face solicitation), which combines Sma-Hoken with sales-representative consultations and application procedure
support. Through this Remote Application service, proposals to a greater number of customers, including
customers requiring non-face-to-face services as well as distant customers for whom direct face-toface applications are difficult, etc., are now possible, and these customers can now easily complete
policy procedures from their own smartphones or computers anytime and anywhere. We will continue
to promote hybrid sales that combine face-to-face and non-face-to-face services as we promote DX invarious fields based primarily on three pillars—developing next-generation sales devices, utilizing AI, andimplementing business reforms—thereby increasing our productivity, expanding our points of contact
with customers, and improving our services. We will also endeavor to grow in line with our management
plan goal of becoming a company that helps customers live healthy and long lives by providing the bestproducts and services.

Sustainability Management

Organizational Profile

Priority Theme

1 2 3 4Social Activities

Governance and Internal Control

Management Control

Third-party Opinion

Index

37

T&D Insurance Group Sustainability Report 2023

1. Provision of Products and Services which Meet the Needs of Society

1-2

Main product lineup

The Initiatives of Daido Life

Proposal of a full range of protection
There are many cases in which SMEs rely on the reputation and technical capabilities of the businessowners themselves for their viability. For this reason, continuation of the business sometimes becomesdifficult in the case that the business owner dies or becomes unable to work due to a major illness or injury, etc. In preparation for this kind of situation, Daido Life calculates the funds necessary to protect thecompany and family (“standard coverage” and “living support funds”) to propose reasonable integrated
coverage for the corporation and individuals (a full-range of protection).
L-type , J-type , and T-type Products
With the arrival of the era of the 100-year life and facing a serious lack of successors, a phenomenon including the aging of SME owners and the lengthening of their working careers is advancing.
Meanwhile, structural changes in society and industry are presenting SMEs with more diverse management challenges and risks. These changes in the environment have brought about changes in theinsurance needs of SMEs, in particular a growing need for products with coverage that can be flexibly
configured according to business conditions and other factors. In response to this situation, we launched
How it works (conceptual image)Made-to-orderbalance between

Made-to-order

Insurance
amountAdjusted by surrender
value suppression rate

Death or severe
disability claim

Premium andSurrender value

Surrender value
Enrollment

Made-to-order Insurance period

Insurance period
expiresProtect individuals

Provision of protection that widely covers the human risks faced by SMEs

Protect corporations

Daido Life is a life insurance company that specializes in the SMEs market. It provides products andservices that take into account changes in the environment surrounding SMEs and has signed up some
370,000 corporate clients. In recent years, changes in the environment surrounding SMEs and the diversification of their needs has been progressing, including longer working lives for business owners due
to medical technology advances and other changes, responses to inheritance and business succession,
growing interest in social issues, in particular health-oriented management and the SDGs, etc. In thecontext of these changes in the environment, the Company is working on “evolution of the provision ofcoverage” to protect SMEs and “being a partner in the resolution of issues” to support the resolution of
the various issues faced by SMEs.

Insurance to prepare
for death

Insurance to prepare
for critical illnesses

J-typeJ-type αR-typeL-type αStage-limited cancer J-type

Insurance to prepare
for serious

Insurance to prepare
for hospitalization

T-typeT-type α

Lump-sum payment
M-typePreparation for
old age andasset formation

physical disability

and/or surgery

Kaisha Minnade KENCO+
Insurance to prepare
for loss of income

Insurance to prepare
for nursing care costs

Asset succession
and inheritance
preparation

Shunyu Relief

Kaigo Relief αLife Gift α

Funds for which
preparation isnecessary incorporations“Standard coverage”

Risks facedby corporations
Death retirement benefits
and condolence money

Survivor retirement
benefits

Risks faced
by individuals

Individual annuity
Whole life insurance* In the case that preparation by corporations isdifficult, preparation byindividuals is necessary

Funds for which
preparation byindividuals isnecessary “Living
support funds”

the industry’s first “made-to-order” insurance products to provide SME owners with long-term coverage against death, critical illness (cancer, acute myocardial infarction, and strokes), and severe physicaldisability. Specifically, in July 2019, we began offering L-type [non-participating age-specific maturity
term life insurance (specified surrender value suppression rate type)], J-type [non-participating critical
illness insurance (specified surrender value suppression rate type)], and T-type [non-participating disability protection insurance (physical disability certificate-linked/specified surrender value suppression
rate type)]. These products cater to the diverse needs of customers by allowing them to freely configure
not only the insurance amount and period, but even the balance between premium and surrender value.
Lump-sum payment M-type products
On June 1, 2023, we started selling lump-sum payment M-type [non-participating hospitalization lumpsum payment insurance (no surrender value)], which covers both corporate working capital in cases
where managers are absent due to disease or injury as well as the costs of hospitalization by using a
lump-sum payment.
This insurance can also be freely combined with riders as necessary to cover surgery, radiation therapy, anticancer drug treatment, etc.

Sustainability Management

Organizational Profile

Priority Theme

1 2 3 4Social Activities

Governance and Internal Control

Management Control

Third-party Opinion

Index

T&D Insurance Group Sustainability Report 2023

38

1. Provision of Products and Services which Meet the Needs of Society

Kaigo Relief products
As a result of the aging society, there has been an increase in the number of people requiring longterm care in the public long-term care insurance system, as well as the number of elderly people withdementia. Accordingly, the needs for nursing-care benefits of SME owners and individual businessowners are also on the rise. To satisfy these needs, in April 2019, Daido Life launched Kaigo Relief[non-participating whole life nursing care insurance (no surrender value type during premium payment
period)] to provide wide coverage when long-term care is required, such as for dementia. This productensures substantial coverage for times when long-term care is required, while realizing inexpensive
insurance premiums by eliminating the surrender value during the premium payment period. By offering
this product and the ancillary Kaigo Concierge service integrally, Daido Life is providing comprehensive
support to relieve the financial, as well as psychological, burdens associated with nursing care.
Comprehensive support through Kaigo Relief
Product

Kaigo Relief(For financial burdens)L ifelong nursing-care benefits with inexpensive
insurance premiumsC overage from the public long-term care insurance system“Care Level 1”
High level of benefits of up to ¥100 million
 ultiple persons can be designated as beneficiaries,
Min accordance with needs

Service+ Kaigo Concierge

Kaigo Concierge(For psychological burdens)Care manager referrals
Nursing-care facility referrals and visit arrangementsP rovision of dementia-related services and information
through Dementia Plus + pplication support for certification for long-term careAcertifications, etc.

* In addition to Kaigo Relief , the company also provides Shunyu Relief [non-participating nursing care income protection insurance(no surrender value type)] to protect against loss of income when long-term care is required.

HALFIT Service
Since April 2020, free access to up to three sessions of the Neuro HALFIT ® exercise program, whichuses the wearable Hybrid Assistive Limb (HAL)® of CYBERDYNE, Inc., has been offered. This service,delivered as an ancillary service of Kaigo Relief , etc., is intended to help prevent disease advancement
and increase the independence of people who require relatively light levels of care while insuring themagainst financial risk in the event long-term care is needed.

About Neuro HALFIT ®
The Hybrid Assistive Limb® is theworld’s first technology capableof reading signals from the human body to achieve movement inline with the wearer’s intentions.
Using the Hybrid Assistive Limb®
enables even individuals for whom
it is difficult to stand up or walk to
move without too much trouble.
Neuro HALFIT ® is a program that
supports day-to-day independence
by facilitating repeated voluntary
movements synchronized with theuser’s movement intentions.

A look at the different types of HAL® programs

HAL lumbar type

HAL lower limb type

HAL Single Joint Type
Provided by ©CYBERDYNE, Inc.

Policy Conversion System (Switch)
To respond more flexibly to changes in needs after enrollment, in June 2023, we introduced the Policy
Conversion System (Switch), which allows products in the same benefit field with different coverage periods to be switched (converted) between one another. The system applies not only to traditional death
benefits, disability benefits, and health promotion but also to medical benefits. This has further improved
the flexibility of policies, such as by enabling simple procedures for reviewing or updating coverage inline with business conditions.
Example of switch (conversion) from “long-term coverage-type” to “renewal-type”
Long-term coverage-type (with surrender value)

Renewal-type

SwitchInsurance claim
Surrender value
Receive surrender value

Insurance claim

Renew

Renew every
5 or 10 years(until age 80)

Sustainability Management

Organizational Profile

Priority Theme

1 2 3 4Social Activities

Governance and Internal Control

Management Control

Third-party Opinion

Index

T&D Insurance Group Sustainability Report 2023

39

1. Provision of Products and Services which Meet the Needs of Society

Initiatives to improve the convenience of insurance procedures
Procedures that Connect
To improve the convenience of customer procedures and respond to the “new normal” of coexistence with the COVID-19, we have introduced Procedures that Connect under which customers
can carry out procedures related to insurance enrollment, insurance claims, benefit claims, andcancellation requests with their own smartphone and PC as well as Remote Examinations offering
examinations by doctors over the videophone.
In addition, to make non-face-to-face procedures quick and simple for as many customers as
possible, we expanded our Procedures that Connect starting in June 2023 to include policyholder
loans and repayment.
We are continuing to try to make all insurance procedures non-face-to-face, so that customers
can choose between the security of face-to-face procedures and the convenience of non-face-toface procedures according to their needs.
Enrollment procedures

Customers

Claim procedure

Anytime, anywhere

Speedy payment

Procedures tailored to the circumstances of thecustomers, free from restraints on time or place,are possible

Speedy payment because there is no time lag for
posting the documents

Easy to understand in audio and video
The important matters that we definitely wantcustomers to confirm are explained
understandably with audio and video
Peace of mind due to the support of the operator
If the customer has any questions, the operator
provides support by sharing the procedures screen

Proceduresthat Connect

Timely guidance
Guidance to the status of the procedures through email
and short message service when the claim applicationis received and the procedures are completed
Smooth procedures
The procedures are completed smoothly due tothe multiple-choice input screen and automatic
checking of the input content

Procedural system for foreign employees
In order to respond to the wishes of SME owners to care for all employees regardless of nationality, Daido Life has developed a procedural application system that enables applications in foreign
languages for life insurance as welfare benefits and is intended for foreign employees (insured
members) who have difficulty understanding Japanese. This system is used by many employees.
(Explanatory materials in foreign languages, explanatory materials of important topics in foreign
languages, telephone-based interpreter contact points, etc.)
Target languages
Eight languages: Chinese, Vietnamese, Filipino, Portuguese, Nepalese, Korean, English, andSpanish (Languages of the top eight countries, in terms of the number of foreign workers)

Initiatives toward support for the resolution of the management issues of SMEs
Initiatives to Promote Health and Productivity Management*
Daido Life assists SMEs in implementing Health and Productivity Management. The
aims are to contribute to creating a society where SMEs and their employees canbe active and vigorous and to solving issues faced by Japan’s rapidly aging society.
* The Japanese term for “Health and Productivity Management” refers to a corporate management style ofpaying additional attention to employees’ health and strategically implementing policies aimed at employees’
health management and maintenance, and is a registered trademark of Non-Profit Organization Kenkokeiei.

KENCO SUPPORT PROGRAM
Since April 2017 Daido Life has been providing the Daido Life KENCO SUPPORT PROGRAM in cooperation witha multitude of companies, in particular Value HR Co., Ltd., that possess specialized technology and know-how.
It is a comprehensive program targeted at SMEs that supports continuous implementation of the PDCA
cycle necessary for health-oriented• Communicating manager
messages regarding healthmanagement. This includes assistingand productivity management• Introduction of healthcompanies in encouraging employees• Points program offers points
checkup institution and
Declaration of healthfor health actions
reservation by proxy
and productivity
to go through health checkups, risk
management• History management of• Providing preferential
Encouraging
analysis of development of lifestylepricing for healthemployees to go health checkup results
Incentive
related products andthrough medical • Stress checkservices
examinations
disease, etc. for individual SME owners and employees, visualization of the
Health promoted
Analysis and• Visualization of• “Health Future Forecast” predicts
solutions
understanding ofdaily activity
company’s overall health status, andthe risk of developing lifestylehealth risks
related diseases in the future• Dietary management andprovision of health promotion soluadvice from nutritionist• “Health and Productivity Management
Report”
capturesthe health status of thetions and incentives that promote con• Online medical/
company as a whole and supports
employment
employee health and productivity promotion
tinuous health improvement efforts.
consultations
and improvement

Kaisha Minnade KENCO+
In order to realize “prevention of illness using health-oriented management” and “preparation for unexpected
retirements,” we launched a health-promoting insurance integrating the KENCO SUPPORT PROGRAM with protection in January 2022.
This product widely protects against a variety of risks
such as death, severe disability, physical disability, critical illness, etc.; moreover, it has introduced a mechanism which
discounts the basic policy insurance premiums the following year in the case that the customer’s “average number ofsteps per day is 8,000 steps or more every year.” We establish
an “opportunity to start health-oriented management” by getting all of the owners, executives, and employees of SMEs toenroll in insurance together.

Sustainability Management

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1 2 3 4Social Activities

Governance and Internal Control

Management Control

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T&D Insurance Group Sustainability Report 2023

1. Provision of Products and Services which Meet the Needs of Society

Support for Inheritance and Business Succession
We support SME owners worried about whether they can smoothly hand on their business to a successor through a variety of initiatives aimed at resolving issues. More specifically, for customers who haveissues regarding business succession, expert consultants who have financial planning (FP) knowledge(FP and inheritance consultants) give advice about methods of transferring the company’s own sharesand risk management based on financial analysis. In addition, we cooperate with partner companies toprovide our M&A Support Service and Corporate Value Calculation Service to calculate the corporate
value free of charge as information to be used for judging the direction of corporate management going
forward, and we also offer a successor development program at Daido Management Academy. In recent
years, we have also formed a business alliance with the Resona Group in the inheritance and businesssuccession field, and we are providing solutions possessed by the insurance and banking fields in linewith issues faced by customers.

SME customers
Business agreement
in inheritance andbusiness succession
Real estateBusiness
succession
consultingLife
insurance

Trusts

Deceased
estatesettlement

M&A
support(purchase and sale andeffective utilization)(wills and successionof the company’s
own shares)* We are handling real estate and trusts anddeceased estate settlement operations based on
business matching contracts and fiduciary agent
contracts with Resona Bank.

A place of learning for SMEs
Starting in 2002—our 100th year in business—we started endowing annual open courses at universities,
etc. throughout Japan as a way to enable participating SME owners to acquire knowledge and skills
related to management and business. So far, we have held a total of 137 courses and welcomed approximately 16,000 participants.
In 2022—our 120th year in business—we renewed these courses to make them a place of learning
for anyone who works at an SME as well as anyone aiming to participate in an SME. We also expanded
the individuals targeted by the courses to include SME successors/employees as well as individuals whowant to start their own business.
In fiscal 2022, we started holding collaborative courses
with the University of Tokyo Hospital as well as online courses for Meiji University, Japan Women’s University, and theHito wo Taisetsu ni Suru Keiei Gakkai (Institute of Business
Administration with Taking Good Care of People), and we
started supporting entrepreneurial activities by students ofOsaka University.

Commencement of Dodai?, a site for business owners
sharing their views with each otherIn March 2022 we commenced the web service Dodai? forthe owners of SMEs to meet and tackle the resolution of social issues together. Through this service, Daido Life, which
has supported SMEs through protection until now, will put
into practice the idea of “creating the future together withSMEs” going forward.
Dodai? offers three functions:“Consult” (a community where the business owners canshare ideas and worries with each other)“Learn” (introduction of real examples close to home for thebusiness owners)“Try” (guidance to the service lineup of the Company usefulfor the management)
We are aiming for a service that can connect the ownersof all SMEs throughout Japan and that can be used free ofcharge regardless of whether the companies have a policy
with Daido Life.

MascotDodai-kun

Daido Life website
Daido Life Survey(Japanese only)

Daido Life Survey
Since October 2015, Daido Life has been conducting the
Daido Life Survey, a monthly survey that collects the opinions of SME managers on such matters as business confidence and management issues. So far, Daido Life sales
representatives have visited a total of approximately 10,000
SMEs across the country to hear the “unfiltered opinions”
of their owners. Survey reports are sent to customers acrossJapan and also made available to the general public.
Joint research with universities
To pursue initiatives aimed at resolving social issues incollaboration with SMEs, we conducted joint researchwith the Research Institute for Economics and Business
Administration, Kobe University, and Toyo University basedon the following themes: sustainability management of
SMEs and obtaining suggestions from German SMEs.
The research report materials we published in March2023 as well as photos of the symposium we held to announce our research results are available on our website.

Daido Life website
Joint research aimed
at transforming SME
management(Japanese only)Sustainability Management

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Governance and Internal Control

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T&D Insurance Group Sustainability Report 2023

1. Provision of Products and Services which Meet the Needs of Society

The DAIDO Sustainability INITIATIVEIn recent years, interest in sustainability has been growing in society, including the 2050 Carbon
Neutrality Declaration by the government, and initiatives for the SDGs (Sustainable Development Goals)
are becoming large management issues for not only major companies but also SMEs.
Given the above changes in the environment, we are providing a program that helps our customers
deepen their understanding of the SDGs. This program also encourages the practice of sustainability management by creating points of contact between companies with an interest in the SDGs andcompanies possessing technologies and services that contribute to the resolution of social issues andsupporting the introduction of services and cooperation among companies.

Various other health/management support services
To help SMEs resolve management issues, Daido Life provides various support services. One such service is the Safety Confirmation System introduced by Daido Life in April 2019 in order to respond to thewishes of SME owners to confirm the safety status of employees accurately and promptly in the event oflarge-scale disasters. This service is equipped with all of the functions necessary for safety confirmation
at SMEs in the event of a disaster.

Disaster occurrence

1
Customers
I want to
start doing
something

I havean interest in
sustainability
management

Examples of specific initiatives
for sustainability management
Daido LifeI amsearching
for a partner

Company withan interest in
the SDGs

Supportcompany

We want
to support
sustainability
management with ourown technologies
and know-how

Automatictransmission function

When an earthquake of intensity 5+ on theJapanese intensity scale occurs, or whena special warning is issued for heavy rain,etc., a safety confirmation message is sentout to employees automatically.

2(Employees)(Managers)

Safety status response

Response result confirmation

Automatic
tracking function

Automatic repeated transmissions when
there is no reply from an employee until
they can be contacted.

3

Automatic
tabulation function

An employee safety status list can beviewed along with automatically tabulated
results, enabling accurate secondarycommunications and instructions.

To respond to a wide range of customer requests, we provide the services below.

SeminarsArrangement for one-on-one meetings

Events

Dedicated information site

Company
possessing
technologies
and services

Daido Life’s health/management support services

Health support: more leisure time

Management support

Supporting truly healthy daily living

Providing services that are useful for corporate management

T&D Club Off

Management aiming for the long-term continuityof the business through the resolution of a variety
Sustainability management =of environmental and social problems (initiatives
for the SDGs)

Health Screening Referral Service

Online Public Support Service
Online Employment Regulation Diagnosis Service
DAIDO Business Reports

Health Hotline 24

Internal Rule Template Providing Service

Second Opinion Service

Accounting Method Guidance Service

Stress Check Service

Company Stock Evaluation Estimation Service
Corporate Value Calculation Service

Simultaneous Cancer Treatment and
Job Support Service
Kaigo Concierge

M&A Support Service
Daido Management Academy
Targeted Attack Email Response Training Service

Daido Premier Concierge
Welby My-Karte

SME-Oriented Information Security Service
Overseas Expansion Support Service

Sustainability Management

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Governance and Internal Control

Management Control

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Index

T&D Insurance Group Sustainability Report 2023

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1. Provision of Products and Services which Meet the Needs of Society

Daido Life’s Initiatives

Formulating a Sustainability Promotion Plan
– Contributing to the realization of a society that achieves the well-being of
SME employees and their families –In March 2023, Daido Life—which has developed up until now alongside SMEs—formulated its Sustainability
Promotion Plan as the foundation of the Company’s sustainability management to both fulfill its social
responsibilities and clearly spell out the fact that the Company will pursue initiatives in collaboration with
SMEs to help resolve social issues.
Under this plan, we will aim to contribute to the realization of a society that achieves the well-being of
SME employees and their families, and—to accomplish this—we have specified two layers and six initiative
areas, we have clearly spelled out action plans specific to each of these initiative areas, and—regarding
areas in which the Company will fulfill its own responsibilities—we have also specified KPIs as goals toachieve by 2025 or 2030.

II
Initiative areas
to tackle incollaboration
with SMEs(expected roles)

Expectations from society

I

Four sustainabili-

Sustainable
company vision(2040)Be an advanced sustainability-management company that contributes tothe realization of a society that achieves the well-being of SME employees
and their families

ty priority themes(materiality)* Group-wide

Support the enrichment of the lives of SME employees and their families

Initiative areas totackle in collaboration
with SMEs(expected roles)

Financial security

Mental and physical healthFulfilling jobs and lives

Connections with societyI(6) Promote sustainability management• Expand contents that support the promotion of SME sustainability management.
• Visualize SME sustainability management through joint research with
universities, etc.

• Improve job satisfaction throughnew training structures and various
human resource systems.
• Enhance the PDCA cycle for healthand productivity management.
• Systematize diverse work styles
and opportunities.

(2) Human rights• Promote initiatives aimed atensuring that the Company aswell as its affiliated companies
and outsourcing partners respecthuman rights.

1. Promote healthy
and abundant lives
for all people

Initiative areas(1) Human
resources

Promote overall SME sustainability management

Pursue humanresource managementthat emphasizes
independence as well as
the demonstration of theindividuality of diverse
human resources

Human rights

Respect thehuman rights ofall stakeholders
involved in ourbusiness

Climate change

Ensure that theCompany and its
business partners
respond to climatechange(3) Respond to climate change• Formulate plans for introducing
renewable energy and achieve
related goals.
• Reduce the Company’s CO2
emissions by reducing the energy
necessary to renew owned realestate facilities, visualizing theemissions of each site, etc.

(4) ESG investment• Reduce the CO2 emissions ofinvestment and financing recipients
through investment and lending
aimed at decarbonization as well as
constructive engagement.

Contribute to thedevelopment of asustainable society
through ESG
investment* Conduct suitable reviews as the social situation changes in the future (examples: biodiversity, TNFD actions, etc.)

2. Provide workplaceenvironments thatenable all people
to participate
actively
3. Help mitigate andadapt to climatechange
4. Invest to help
build a sustainable
society(2) Humanrights(3) Respondto climatechange(4) ESG
investment

KPI

Job
satisfaction

1) Employee satisfaction of at least 4.00 points by fiscal 2025

Health2) Presenteeism of at least 80% by fiscal 2025*1

Diversity

Human resources

Areas in which theCompany fulfills
responsibilities on
its own(social responsibilities)• Contribute to the well-being of SME employees, including health promotion andthe provision of places of learning.

KPIs (areas in which the Company fulfills responsibilities on its own)

Two layers and six initiative areas

II

(5) S
 upport the enrichment of lives(1) Human resources

Areas inwhich theCompany fulfills
responsibilities
on its own(socialresponsibilities)

Sustainability Promotion Plan
The Company’s strengths andunique characteristics

Action plan leading up to 2025

3) Ratio of female managers of at least 25% by fiscal 2025
4) 100% paternity leave usage rate by fiscal 2025

Humanrights5) 100% human rights due diligence*2 implementation rate byfiscal 2025 (including business partners)

Renewableenergy6) Transition to renewable energy to cover at least 60% of
the Company’s used power by fiscal 2030

CO2
emissions7) 40% reduction in CO2 emissions by fiscal 2025 compared tofiscal 20138) 4
 0% reduction in the CO2 emissions of investment andfinancing recipients*3 by fiscal 2030 compared to fiscal 2020

*1 Evaluated based on a questionnaire (Single-Item Presenteeism Question (SPQ)) concerning one’s personal work in the last fourweeks, with 100% assumed to be the quality of one’s work assuming no illnesses or injuries*2 A continuous process used to identify and deal with the effects of companies on human rights*3 Japanese listed company stocks, bonds, and loans

Sustainability Management

Organizational Profile

Priority Theme

T&D Insurance Group Sustainability Report 2023

1 2 3 4Social Activities

Governance and Internal Control

Management Control

Third-party Opinion

Index

43

1. Provision of Products and Services which Meet the Needs of Society

1-3

Initiatives of T&D Financial Life

T&D Financial Life has set out the management vision of “carefully giving attention to our customers andpartners to become a chosen company: T&D Financial Life will partner with its sales agents to deliver
future abundance and peace of mind in the lives of our customers.” It is working on bolstering its product lineup, timely provision, and the improvement of customer service to meet diversifying customers
needs by “carefully giving attention” to banks and other financial institutions as well as insurance shops
and other sales agents where customers can drop in for consultations, which are its customers andpartners in all situations, including product development, service provision, and sales and administration.
Provision of asset formation products taking into account changes in the social and economic environment
Mainly for senior customers, it provides asset formation products forsupporting a comfortable post-retirement life through the preparation of
post-retirement expenditures and the need for protection of bereaved family members and other needs.
In July 2019, we launched Shogai Premium World 5. This product isthe latest renewal of our Shogai Premium World series of single-premium
whole life insurance which utilizes overseas interest and foreign exchange
to enable customers to leave money for their family members while receiving money to use for themselves. We have revised the content of the
product so that it can meet the broader needs of customers. It inherits fromits predecessor products the characteristic that the customers can enroll in
the insurance without paying any foreign exchange fees, but it eliminates any initial fees previously borneby customers, and also adds a function minimally guaranteeing in yen the death benefits of the samevalue as a single premium for a certain period and other functions.
In September 2020, we launched Shogai Premium Japan 5. This product is the latest renewal of our
Shogai Premium Japan series of yen-denominated whole life insurance which enables customers toleave money for their family members while receiving money to use for themselves. In response to arising awareness of nursing care and dementia coverage, we have newly established a Nursing Care and
Dementia Prepayment Rider, which, in addition to the prior Nursing Care and Dementia Annuity Payment
Transfer Rider, offers advance payment of death benefits in the case that “Care Level 4” or above of the
public long-term care insurance system has been authorized or a diagnosis of certain types of dementia
has been confirmed. In addition to eliminating any initial fees previously borne by customers, we havemade reforms such as introducing a discount system for high costs.
We launched Hybrid Asset Life in June 2021. This product is yen-denominated, single-premium variable whole life insurance that supports asset formation through self-provision in the era of the 100-year
life by combining an investment trust with life insurance. We developed the product to help individuals
enjoy life to the fullest by drawing down assets in a planned manner and to prepare them and theirfamilies for nursing care, dementia and inheritance while continuing to invest, with a focus on long-term
diversified investment.

In December 2021, we launched Hybrid Anshin Life. This product inherits the product features ofHybrid Asset Life which we commenced sales of in June, but newly adds a guaranteed minimum death
benefit rider, and as a service for long lifespans is a product specialized in asset succession and asset
management functions.
In April 2022, we launched Hybrid Tsumitate Life. This product is asset formation insurance on a newaxis that is closely attuned to the diversifying needs of the era of the 100-year life, and it incorporates
product schemes on a new axis based on the market research questionnaire conducted during its development. This product can be used to manage funds through steady accumulation every month, whileaiming for temporal diversification when forming assets, and it also adds spot increase amount anddollar-cost average plus rider functions, which enable customers to effectively utilize the surplus funds
on hand, resulting in a product for which stabler and more efficient asset formation can be expected.
In addition, in April 2023, we launched Fiveten World 3. This product is the result of renewing Fiveten
World 2’s single-premium individual annuities utilizing overseas interest and foreign exchange. For thisproduct, we have established the new Yen Currency Plan, which is aimed at steadily increasing funds inyen to prepare for future nursing care and dementia, and customers can now choose one of two plans
depending on their needs: the Yen Currency Plan and Foreign Currency Plan.
Protection-oriented products taking into account changes in the social and economic environment
For customers in the working and childrearing generation, it offers protection-oriented products at anaffordable price. It commenced sales of Kakei Ni Yasashii Shunyuhosho as a product which can “secure
the monthly income of the family left behind” and “secure income when contracting the three majordiseases” based on the concept “strong support for saving money in the household budget with inexpensive insurance premiums” in August 2012 and it renewed this product in June 2014 so that it has now
become income protection insurance which is able to meet the needs of a broader range of customers.
In April 2020, we launched Kakei Ni Yasashii Shushin Iryo. This product is a medical insurance productupdated from a prior product that enables customers to fully prepare necessary insurance coverage foreverything from one-day hospitalization to long-term hospitalization, lifestyle diseases, and advanced
medical care.

Sustainability Management

Organizational Profile

Priority Theme

1 2 3 4Social Activities

Governance and Internal Control

Management Control

Third-party Opinion

T&D Insurance Group Sustainability Report 2023

Index

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1. Provision of Products and Services which Meet the Needs of Society

In February 2021, we launched Hataraku Anata Ni Yasashii Hoken 2.
This product is a product that eliminates the death benefit and provides
protection against loss of income and increase in expenses due to illness and injury. Customers may choose from two courses: the “annuity
course,” which provides for a continuous loss of income due to the threemajor diseases or injury, and the “lump-sum payment course,” which provides for a temporary increase in expenses for treatment costs and othercosts, due to the three major diseases.
Initiatives to make improvements in response to customer feedback
T&D Financial Life is working to make administration and system improvements that contribute to customer-oriented business operations.
Such measures include collecting customer feedback, conducting interviews with solicitation agents,
studying the market environment, including various financial products, legal aspects, industry trends,
and the like.
In fiscal 2022, regarding various procedures for which our Call Center receives a lot of inquiries, weposted inquiry methods other than the telephone on the top page of our website. We also posted thesurrender claim form for target-value attainment policies, regarding which we receive an especially large
number of inquiries, on our website so that customers can file claims without having to inquire with
our Call Center. In addition, in response to feedback indicating that designation of the survivor benefit
beneficiaries within the previous scope is impossible as a consequence of the falling birthrate and aging
population, we expanded the scope of survivor benefit beneficiaries for single-premium products toinclude “relatives of the policyholder (blood relatives within six degrees of kinship and relatives by marriage within three degrees of kinship) and their spouses.”
Initiatives to enhance customer service
T&D Financial Life is considering and pushing ahead with various efforts to further improve customer
satisfaction.
In January 2023, to further increase the convenience of our Internet services for policyholders, we
opened an official LINE account and linked LINE and Internet service IDs to eliminate the need to entera password or other details, thereby making it easier to log in and use our services.
We also added a product-video 2D code to the system diagram for our foreign-currency linked product Notification of Policy Details to make this easier to understand.

1-4

Initiatives by T&D Asset Management

Contributing to the Promotion of a Healthy Society through Investment
To ensure the long-term growth of the assets entrusted to the company by our customers, the active
management of Japanese equities by T&D Asset Management emphasizes the analysis of not just financial information but also non-financial information such as ESG (environmental, social and governance)
factors. In particular, the “T&D Japanese Equity ESG Research Fund,” which is private placement fundand makes selective investments in companies that excel from an ESG viewpoint, has set “health,safety and security” as a materiality when evaluating investee companies, and actively invests in companies that contribute to solving social issues related to people’s health. Furthermore, when T&D AssetManagement analysts conduct materiality-driven dialogues with investee companies, they encourage
the companies to take action to resolve social issues and contribute to building a society where people
can live healthy and prosperous lives.

1-5

Initiatives with Pet & Family Insurance

Insurance Protection for Precious Family Members
More pet owners recognize their pets as family
members, and therefore interest in pet healthcare
and its associated costs is growing. With our Pet& Family Insurance, we have taken these circumstances into consideration and have worked toaddress needs concerning pet healthcare costs.
We provide Genki Number One Smart, Genki
Number One Slim, and Genki Number One Best,products that compensate for a portion of thecost of treatments for pets at veterinary clinics
due to illness or injury. These products, which were launched on the transfer market starting in October
2022, help to ensure that pet owners can receive veterinary treatment for their pets with peace of mind.
Providing Information on Pets’ Lives
Pet & Family Insurance has posted on its website information for enriching pets’ lives. The website also
features special contents titled “Pet News Storage” that introduce questions closely related to pets’
lives in an easily understandable fashion. It is regularly conveying information on various subjects related
to pets in an attempt to deepen understanding of pets, which are precious family members. In March
2023, the number of articles topped 335.

Sustainability Management

Organizational Profile

Priority Theme

1 2 3 4Social Activities

Governance and Internal Control

Management Control

T&D Insurance Group Sustainability Report 2023

Third-party Opinion

Index

45

1. Provision of Products and Services which Meet the Needs of Society

1-6Best Senior Service

3-3

Based on the social situation that the aging of society is progressing, we are carrying out Group-wide
efforts to improve the convenience and satisfaction of our elderly customers. The Group’s three life
insurance companies have named these initiatives the Best Senior Service (BSS), and, through these
initiatives, we are developing a variety of service improvements.

Major Initiatives by Taiyo Life
(1) Home Visit Service
Taiyo Life launched the Senior Anshin Support Activities in July 2014 as a visiting service activity
designed for customers who are seniors. Its staff visit them at least once a year. Confirmation of insurance contract coverage, and examination of whether claims have been fully submitted, are carriedout in a careful and easily understandable manner. This service enables each of the senior customers
to live with peace of mind.
(2) Initiatives for Securing Peace of Mind at the Time of Contract Conclusion and during the Insurance Period
Taiyo Life proactively recommends the family members of a senior customer to be present when heor she enters into a contract. In addition, the person in charge at the headquarters reconfirms theintention of the contract and declaration (for some products) by using the videophone function of
the terminal that each sales representative carries. Furthermore, Taiyo Life has adopted the Family
Registration Program in the event contact with policyholders become impossible when large-scaledisasters occur. The family members whose contact information has been registered are entitled, on
behalf of the policyholder, to inquire about coverage and the procedure for claiming benefits, and depending upon the circumstances of the policyholder, may also obtain application forms (some forms
excluded). Starting in April 2022, we made it so that even family members who are registered for the
Family Registration Program and are living separately can use digital certificates to view coveragedetails, thereby establishing a system that makes it easy for family members to share information
with each other.
(3) Kaketsuke-Tai Service
The Kaketsuke-Tai Service is provided by Taiyo Life’s administrative personnel with specialized
knowledge. They visit customers and their families to lighten the burdens of dealing with benefitsclaims and to provide meticulous support unique to administrative personnel. This service is very
popular among many customers including senior customers. More than 177,000 home visits had
been made through this service (as of the end of March 2023) since its launch in April 2016. In
addition, the company introduced a paperless procedure to claim benefits, making it possible forcustomers to check the content of their claims and complete the procedure by merely signing on
the Taiyo Life Concierge.

Major Initiatives by Daido Life
(1) Initiatives for Enhancing Sense of Ease during and after Enrollment<Presence of family members during procedures>
Daido Life recommends that family members of customers 70 years of age or older be present during
the enrollment process. This is to ensure a full understanding of the content of insurance policies
that customers are going to enroll in with a sense of ease. The company explains the content of theinsurance coverage and important items that need extra attention in detail both to the customers andtheir families. It also carries forward the procedures by ensuring that the content is in line with thecustomers’ intentions.
<Designated Proxy Application Rider>
The Designated Proxy Application Rider is introduced to customers for insurance policies in which
the insured is the beneficiary of insurance claims, etc. In cases where it becomes difficult for the
insured to file an insurance claim due to sickness, accidents, or other reasons, a representative who
is designated in advance (a preregistered proxy) can file a claim.
<Family Registration Program>
We propose that our individual customers register their family members in the Family Registration
Program, under which a family member registered in advance may make an inquiry about policy details on behalf of the policyholder. We also send out a copy of the Daido Life Guide to the registeredfamily members if the policyholders request it.
(2) Initiatives for Receiving Insurance Claims, etc. Reliably and Promptly
Daido Life regularly checks if there are no unclaimed insurance claims, etc. for individual customers
who are over a certain age so they can receive insurance claims reliably and promptly.
(3) Improvement of Treatment of Customers and Hospitality
In order to provide courteous and careful service in response to customers’ situations, we formulated
and use a service manual taking into account the general characteristics of our senior customers,such as changes in physical abilities and psychological aspects, as well as visual aides. Through thesemeans, we are striving to provide an environment in which our customers can complete necessary
procedures with peace of mind.

Major Initiatives by T&D Financial Life
(1) Measures at the Time of Enrollment
During the enrollment process for customers who are 70 years of age or older, the company takes
measures to confirm they have the intention of buying the insurance policy by recommending thata family member accompanies the customer, providing sufficient time for the customer to fully consider the features of a product, and similar. In addition, the company has employed universal color
designs in the solicitation materials for customers with partial color-blindness, and universal design
fonts that reduce reading mistakes. This helps customers to accurately understand the contents,
systems, and important matters regarding recommended products. The Shogai Premium World 5 andShogai Premium Japan 5 pamphlets have earned the “easy to look at” design certification from theUCDA. Furthermore, the company has prepared auxiliary solicitation materials that complement our
pamphlets to clearly describe the risks and actual yields of foreign currency-linked single-premiumSustainability Management

Organizational Profile

Priority Theme

1 2 3 4Social Activities

Governance and Internal Control

Management Control

Third-party Opinion

Index

T&D Insurance Group Sustainability Report 2023

1. Provision of Products and Services which Meet the Needs of Society

whole life insurance with foreign exchange risks, as well as videos to introduce and explain our single-premium products, which are posted on our website.

(2) Measures during Enrollment
We introduced the new Family Registration Program, which is a system that enables family members
registered in advance by a policyholder (registered family) to act as a proxy to verify policy details,
obtain various claim forms, and carry out certain claim procedures on behalf of the policyholder. In
addition, the company implements its policy inspection system over the telephone for policyholders
of a certain age and older to verify changes in contact information and identify unnoticed cases of
eligibility for benefit claims, among other matters.
For customers whose postal items have not arrived, the Company looks up addresses and recommends making a bank deposit when the insurance premiums have not been paid, and for customers who have not claimed their hospitalization benefits, the Company implements a text message
distribution service through short message service (SMS).
The Call Center, which serves as the point of contact with customers, has introduced an automatic voice response system in order to answer inquiries from its customers quickly.
In addition, our Kaigo Concierge ancillary service can now be used by a wider range of people incases where there is an application by a policyholder who has added the Long-term Care Dementia
Pension Payment Transfer Rider, Long-term Care Pension Payment Transfer Rider, or Long-term Care
Dementia Prepayment Rider, an insured member, a related spouse, or a family member within two
degrees of kinship.

(3) Measures during Procedures
T&D Financial Life is working to improve convenience for customers to enable them to easily go
through the procedures. It is taking steps to expand the procedures that can be completed by telephone, revise claim documents and use colors for them, and omit the submission of insurance certificates and seal registration certificates, and so on.

2. Providing Wholehearted Reassurance46

2. Providing Wholehearted Reassurance

to health conditions or other factors. The Group’s three life insurance companies and other Group members respect customers’ human rights, and develop and offer many unique insurance products whichmeet a wide variety of customer needs, health conditions, gender, enrollment age and other specificcircumstances at a fair premium.

2-2

Establishment of Solicitation Policies

The Group’s three life insurance companies, T&D Asset Management, and Pet & Family Insurance haveestablished individual solicitation policies for offering life insurance and other products to customers.
Under these policies, each company strives to develop and offer applicable products that meet customers’ needs and circumstances.
Solicitation Policy (In the Case of Taiyo Life)The following are Taiyo Life’s basic solicitation policies for offering financial products, including life insurance, to customers. We always endeavor to develop and offer products in a proper and appropriate mannerin due consideration of customers’ desires, circumstances and privacy in order to provide customers withproper services through consultation.
• We will comply with the applicable laws, rules andregulations in solicitation activities.
• We will endeavor to carry out adequate solicitation activities in consideration of the customer’s
circumstances.
• We will give due consideration to the time and theplace for solicitation activities.
• We will explain the important issues properly.

2-3• We will make efforts to enhance employee
education and our training program.
• We will safeguard customer information
strictly in confidence.
• We will make continuous efforts to establish
an internal structure ensuring adequate solicitation activities.

Efforts to Offer Customer-oriented Services

From contract procedures and after-sales service to payment of insurance claims and benefits, the threelife insurance companies endeavor to provide services with an emphasis on understandability as an
approach to earn trust from customers.
417-1

Awards for Customer Service

Taiyo Life

2-1

Fairness in Offering Insurance Products to the Broader PublicLife insurance is a mutual aid system in which insurance premiums collected from a large number ofpolicyholders are used to fund insurance payments and benefits in the event of someone’s death or
hospitalization. Life insurance companies use the law of large numbers to calculate fair premiums basedon statistical data such as mortality rates and insurance accident rates presented in life insurance tables,
which are calculated separately for each age and gender. Life insurance companies maintain the fairnessof the life insurance system by adding some conditions such as additional premiums, or in the worst
cases by not offering coverage, for those who do not meet the companies’ predetermined standards due

Received an Another Voice Award at the 2022 UCDA Awards
Taiyo Life received an Another Voice Award at the 2022 UCDA Awards, at which the Universal
Communication Design Association (UCDA) commends outstanding communication design.
Award
Another VoiceAward

Explanation
Awarded for something highly
evaluated by consumers

What was Subject to Evaluation
Web (1) Taiyo Life My Page
Web (2) My Page benefit claim procedureSustainability Management

Organizational Profile

Priority Theme

1 2 3 4Social Activities

Governance and Internal Control

T&D Insurance Group Sustainability Report 2023

Management Control

Third-party Opinion

Index

47

2. Providing Wholehearted Reassurance

Daido Life
Received the highest rank of “3 Stars” for HDI-Japan’s “Quality Rating” for the third consecutive year
Daido Life’s call center (point of contact for customers) and support desk (point of contact for sales
agents) both received the highest rank of 3 Stars in HDI-Japan’s 2022 Quality Rating for the thirdyear in a row.
Received an Another Voice Award and Special Award at the 2022 UCDA Awards•	“Policy Leaflet and Policy Provisions” describing the various procedures when making a contract, andthe structure of the product•	“Understanding/Confirmation of Intent” as a final step to ensure that the customer’s needs are met by
the insurance product offered•	“Overview Materials” which provide a concise overview of the product as well as information about
fees and other matters•	“Important Information Sheet” enabling easy comparisons among diverse products transcending theboundaries of each business category, including the description of products and the like, the anticipated purchasing demographic, risks and fund management performance, costs, cashing and surrenderconditions, the possibility of conflicts of interest, and the overview of taxation.

Daido Life received the following awards in the UCDA Award 2022, at which the Universal
Communication Design Association (UCDA) commends outstanding communication design.
Award

Explanation

What was Subject to Evaluation

Another Voice
Award

Awarded for something highly
evaluated by consumers

Kaisha Minnade KENCO+
Product Pamphlet

Special Award

Awarded for something thathas a unique perspective or
distinct evaluation results

Procedures that Connect (non-face-to-faceprocedures on the web)
(1) Insurance enrollment procedure screens(2) Insurance claim, benefit claim, and cancellation request procedure screens

Received an IT Award (Customer and Business Function Category) at the fiscal 2022 IT Awards
Daido Life received the following award at the fiscal 2022 IT Awards, which are held by the Japan
Institute of Information Technology to recognize companies and other organizations for their outstanding efforts and results in terms of utilizing IT to achieve business innovations.
Award

Explanation

IT Award(Customer andBusiness Function
Category)Awarded for initiatives
involving the utilization of IT toachieve innovations related torelationships with customers

What was Subject to Evaluation
Procedures that Connect

Initiatives by the Three Life Insurance Companies
At the Time of Making a Contract
We work to enhance the understandability of various documents regarding policy procedures.
[Major Documents (including Electronic Forms)]• Clearly worded “Product Pamphlet”•	“Contract Summary” and “Proposals” describing insurance plans tailored to individual needs ofcustomers•	“Warning Information (notifications of important matters when making a contract)” for calling thecustomer’s attention to particularly important points

After-sales Services
We work to ensure customer satisfaction by providing various kinds of information after contracts. We also
work to enhance our services so that the policyholders can make insurance and benefit claims more easily.
[Major Information Provision Services]•	Notification of policy details (from the three life insurance companies)•	Distribution of service guidebooks (Taiyo Life) (T&D Financial Life)•	Distribution of Security Guide (Taiyo Life)•	Notification of account transfer payment (from the three life insurance companies)•	Accounting method guidance service for corporate clients (Daido Life)•	Confirming policy details by visiting customers (Taiyo Life) (Daido Life)•	Confirmation of policy details by using My Page (Taiyo Life) (Daido Life)[Examples of Measures to Facilitate Making Insurance and Benefit Claims]•	Handling of Direct Payment Service* to Medical Institutions of advanced medical care benefits (Daido
Life) (T&D Financial Life)* Through this service, the insurance company pays benefits directly to medical institutions for expensive and advanced medical
treatment such as proton-beam therapy and heavy-particle radiotherapy to ease the temporary burden on its customers. Thesebenefits help customers receive treatment with ease of mind.

•	Distribution of booklets and leaflets that comprehensively describe insurance and benefit claims procedures as well as payable case examples (Taiyo Life) (Daido Life)•	Reimbursement of expenses for obtaining a medical certificate in the event that the related insurance
claim is completely rejected despite that insurance and benefit claims (from the three life insurancecompanies)•	If a claim satisfies certain requirements, submission of medical certificate can be omitted or a copy ofa medical certificate can be accepted (from the three life insurance companies)•	Handling of Invoice-less Payment for paying maturity insurance claims and annuities without submitting claim forms in the case that certain conditions apply (Daido Life)•	Improvement of explanation and advice at Customer Service Center (call center) and branch offices(from the three life insurance companies)•	Introduction of designated proxy application option to allow the pre-registered proxy to file insurance
claims in the event that the policyholder is unable to file the claim for a certain reason (from the threelife insurance companies)•	Provision of insurance claim information and handling of annuity payments without requiring the submission of a life certificate based on the changed Individual Number Card information, etc. of customers who registered or agreed in advance (Daido Life)

Sustainability Management

Organizational Profile

Priority Theme

1 2 3 4Social Activities

Governance and Internal Control

Management Control

Third-party Opinion

Index

T&D Insurance Group Sustainability Report 2023

48

2. Providing Wholehearted Reassurance•	Periodic follow-up of customers who take a long time to submit claim documents despite having
declared an intention to make insurance claims (from the three life insurance companies)•	Services include confirmation of customer intent to file a claim, after which office staff may fill out
claim forms on behalf of the customer, as well as obtaining medical certificates needed for benefit
claims (from the three life insurance companies)•	Implementation of support services that cover everything from the arrangement to the submission of
documents necessary to apply for a physical disability certificate and are provided to customers who
cannot go to municipal offices, etc. due to disabilities (Daido Life)•	Made it possible to designate a signing proxy other than a family member in the event that a customer
has physical difficulty in signing, filling out or affixing their seal to claim forms due to illness or suchlike(from the three life insurance companies)•	Benefit claim procedures via My Page (Taiyo Life) (Daido Life)

2-4

Working Toward Better After-sales Service

The Group’s three life insurance companies have each set up various systems aiming at providing quality after-sales services. At Customer Service Centers, professionally trained staff handles inquiries andinsurance claims from customers nationwide over the telephone in a considerate, polite, prompt, andaccurate manner. Also, all our branch office staff and sales representatives, fully aware of the importanceof post-contract support, attend to individual customers, offering the best possible service to each ofthem. At Taiyo Life, employees visit homes of senior customers at least once a year and check the coverage and missing claims. In the case of senior customers who lack local branches and sales locations intheir neighborhoods, Taiyo Life conducts confirmation activities that combine outbound calls with faceto-face distribution of brochures created for the purpose of, for example, checking unclaimed cases bycourier. Daido Life is conducting activities to confirm policy details where sales representatives and sales
agents regularly give advice on and confirm the policy details and necessary amount of benefits withcustomers. In addition, the company is making efforts to provide detailed services such as suggesting tocustomers that they also take measures against a range of risks and have services useful for the solutionof management issues.

2-5

Other Services

As shown below, the Group’s three life insurance companies offer diverse services to meet the requests
of customers.
T&D Club Off
T&D Club Off offers a range of services to the policyholders of the three life insurance companies
and Pet & Family Insurance that are useful in daily life and enhancing free time activities. T&D ClubOff members can take advantage of a varied selection of over 200,000 facilities and services, such as
hotels inside and outside Japan, leisure facilities, sports clubs, medical check-ups, and car rental, at
special discount rates.

Main Service Details• Domestic hotels, Japanese inns about 20,000 locations• Amusement and theme parks/ About 1,000 locations• Housework services, pet sitting, and phone consultations on health and legal issue
For more details about these services, please visit each company’s website.

Customer Service Center Open for Inquiries on Saturdays and Sundays
In order to provide services to customers who are busy on weekdays but would like to use such services, Taiyo Life’s Customer Service Center, or call center, is open and handles inquiries on Saturdays andSundays from 9:00 to 17:00 as well.
Dedicated Pet Consultation Center “Wan Nyan”
Through Pet & Family Insurance, we have established a pet consultation service that is only available toinsurance policyholders and insured members (pet owners). The service handles inquiries or requests
for information on everyday issues that arise when owning a pet. It is available 24 hours a day online.
Advisors with specialized qualifications respond to a variety of concerns.
Service on the Internet
The Group firms, including the three life insurance companies provide various kinds of information on
their websites. As part of our efforts to improve customers’ convenience, we also offer online services
for payment procedures, inquiries and change of registered information. At Pet & Family Insurance, customers can also purchase pet insurance on the company’s website.
Examples of Internet Services
Taiyo Life
• Inquiries about insurance policy details, Himawari Tsushin (general notice of policy terms), and life
insurance premium deduction certificates (inquiries, downloads)• Claims for hospitalization benefits, etc., change of name and cancellation of foreign currency denominated products (handled by financial institution agents)• Use and withdrawal of funds (loans to policyholders, accumulated dividends, various types of deferredfunds, etc.)• Change of information related to contract, such as change of address, request for adding designatedproxy application option, change of password• Sending application document (for loan repayment)• Reissue of insurance certificates, annuity payment certificates and deferred fund payment certificates• Procedures to change the beneficiaries of death insurance/preregistered proxies of death insurance
benefits• Procedures to apply for or change premium account transfers

Sustainability Management

Organizational Profile

Priority Theme

1 2 3 4Social Activities

Governance and Internal Control

Management Control

Third-party Opinion

Index

49

T&D Insurance Group Sustainability Report 2023

2. Providing Wholehearted Reassurance

Daido Life
• Change of information related to contracts and insurance claims such as changes of address, changesof account, making loans to policyholders or repaying such loans, demands for insurance claims andbenefits, and surrender requests• Life insurance premium payment certificate (reissuance and electronic issuance)• Web-ATM for withdrawing accumulated dividends or deposited money• Inquiries about insurance policy details, inquiries about accounts for automatic withdrawal of insurance
premiums, various inquiries about guidance (guidance on insurance premiums accounting method, etc.)
T&D Financial Life
• Inquiries about summary and details of policies such as coverage details and change in accumulated
funds• Change of information related to insurance contracts and claim procedures (change of address, reissueof certificates for life insurance premium deduction and other matters)• Sending out various forms for procedures (transfer of ownership, changing first or last name, reissue of
insurance policy, etc.)• Transfer of accumulated funds, set up transfer ratio in case of contracts with periodic increase of amount• Increases as necessary (some variable insurance)• Registration and changes to Family Registration Program• Credit card payment changes* For details on the various health/management support services provided by Daido Life for SMEs, see P.41.

Education Programs for New Sales Representatives(New-employee Education Programs and Financial Planner Education Programs)
Pre-examination
training

Training andacquisition of basic
knowledge for
examination on
general education

Preregistration
training

Acquisition of basic
knowledge for
insurance sales,
including knowledge
about products andcontract procedures

Registration

Other Services
We offer a wide range of services. Our private nursing-home referral service (from Taiyo Life) introduces
over 340 facilities nationwide in collaboration with other industries. The best doctors service (from Taiyo
Life) introduces trustworthy doctors and hospitals for when policyholders have serious illnesses. The
adult guardianship system introduction service (from Taiyo Life and T&D Financial Life) introduces experts in the adult guardianship system, which supports people whose judgment ability has deteriorated.
The M3 Patient Support Program (from T&D Financial Life) is a health consultation and support service.

Education Program for New Employees (Taiyo Life)
Taiyo Life has a system in place to train sales representatives to develop their capabilities to design andoffer optimal insurance plans that meet each customer’s needs depending on a variety of factors, including family structure, occupation, income, plan for children’s education, insurance already purchased andso on, aiming to increase each customer’s satisfaction. Our sales personnel undertake internal training
programs and work to obtain external qualifications to gain specialist knowledge on insurance products
as well as tax affairs and financial planning expertise.

Examination on general education

For more details, please contact the Customer Service Center of each insurance company

In Order to Provide Better Services

The Group’s three life insurance companies are working to enhance the skills of their customer service
staff based on a basic knowledge of life insurance, specialist knowledge and compliance essential toincrease customer satisfaction. The Group’s three life insurance companies have diverse staff members,
including sales representatives and customer service staff, who are engaged in duties to provide themost suitable services to customers depending upon each individual business model. We have developed human capital training programs for such diverse staff, and we always work to provide them withthe best educational and training opportunities.

Attendance contract

Pet & Family Insurance• Online application for Genki Number One Slim pet insurance• Inquiries on contents of insurance policies• Changes and procedures related to contracts (pet naming and correction, changes to address/telephone number, changing first or last name of policyholder, changing credit card information, etc.)• Reception of demands for insurance claims• Renewal procedures (reducing value of enrollment plan, changing number of insurance premium payments (changing between yearly and monthly payments), changing enrollment type (dog’s weight))

2-6Training Stage 1

Training Stage 2

Training Stage 3

1st~3rd month

4th~6th month7th~12th month

Deepening understandingof basic productknowledge and improving
sales skills necessary foroffering optimal
insurance plans tocustomers

Enhancing sales skills
and acquiring knowledge
about after-sale services,
including insurance
payout procedures

Developing capabilities
necessary for offering
insurance plans that best
meet detailed needs ofindividual customers withdifferent life plans

FP 3rd Grade

Implementation of Education and Training for In-house Sales Representatives (Daido Life)
Training program in the development period
Daido Life is endeavoring to develop in-house sales representatives (sales staff) with a high level ofknowledge and ethics so that they can comply with laws and regulations and other rules while meetingthe variety of needs of the customers.
The Company positions the three years after joining the company as the “development period” and is
implementing education and training based on D-STANDARD, the Company’s original early training program.

Sustainability Management

Organizational Profile

Priority Theme

1 2 3 4Social Activities

T&D Insurance Group Sustainability Report 2023

Governance and Internal Control

Management Control

Third-party Opinion

Index

50

2. Providing Wholehearted Reassurance

In addition to the industry-wide basic education,* the education and training is mainly comprised ofbasic knowledge and sales techniques so that the sales staff can give understandable explanations tocustomers and practice appropriate sales and service activities.
* In addition to basic training and practical training, it implements professional courses, advanced professional courses, and education
based on the continuing education system.

Commissioning
periodExamination on
general education

Basic
training

Training
first stage

Practical
training

Training
second stage

Main examination(first stage andsecond stage)

Regularmembersof staff

Advanced
professionalcourses

Professionalcourses

Implementation of regularly-scheduled training and a full rangeof group training based on the training program

Joining the company

Promotion

3 years

E-DFP Program (Daido Life)
Sales representatives must get a firm grasp of customer needs, which are diversifying and becoming
more sophisticated, and practice high-quality, consulting-oriented sales. For this reason, Daido Life has
set up its own E-DFP (Executive Daido Financial Planner) program with the purpose of enabling its sales
representatives to obtain a wide range of professional knowledge including taxation, finance, and financial products. The E-DFP qualification is awarded to those who have passed all six life insurance college
course examinations and are ranked as a 2nd Grade Certified Skilled Worker of Financial Planning or
above, including AFPs and CFPs.
E-DFP Program (As of March 2023)

Industry-wide
education and exam

FP skill
certification exam

Professional
Course Exam

Advanced Professional
Course Exam

College Course Exam
(6 courses)

Life Consultant

SeniorLife Consultant

Total Life Consultant

3rd Grade Certified Skilled
Worker of Financial Planning

2nd Grade Certified Skilled Worker ofFinancial Planning or above

1,857 staff members (including CFPs and AFPs)

Cooperation with Sales Agents and Cooperating Organizations

Building a Sales Structure Through Collaboration with Partner Organizations (Daido Life)
Daido Life has formed partnerships with SME industry associations as well as the professional organizations of tax accountants, and has built a sales structure aimed at offering applicable life insurance products tailored to the needs of various member companies and the clients of those member tax accountants. Because these partner organizations, tax accountants, and other agents are key stakeholders of
Daido Life, the Company holds regular business meetings with its partners to report the latest businessdevelopments and to hear their views on Daido Life’s business operations.
Sales Agent Support (Daido Life)At Daido Life, the head office and branches work together closely to provide high-quality support forsales agents by assisting them in responding to customers’ diversified needs. As a part of these efforts,
the Company develops programs to offer practical training by using its own e-learning materials, etc. tohelp sales agents acquire broad knowledge on the compliance and insurance business.

Education based on the continuing education system
Presentation
on joining
the company

2-7

Acquisitionof E-DFP
qualification(863 staff
members)

Wholesaler Activities (T&D Financial Life)
T&D Financial Life carries out elaborate support activities for its sales agents, such as financial institutions, through its sales staff assigned to assist sales agents in order to enable them to make the best
proposals to customers. In addition, to win the trust of customers and sales agents, T&D Financial Life
provides practical training to sales staff, to deepen knowledge about insurance and other financial products and enhance sales skills, overall asset management, related laws and regulations as well as improve
presentation skills for accurately explaining features of our products to customers and sales agents.
Proposal of Welfare Systems to Companies and Organizations (Taiyo Life)
Taiyo Life is engaged in proposal activities for group insurance in order to enhance the welfare systems
of companies and organizations. Due to changes in the environment such as the arrival of the era of
the 100-year life and the progress of work style reform, the needs with respect to the welfare systems
of companies are also diversifying. In that context, in order to alleviate the burden of nursing care, theCompany is handling products tailored to the era, including Group Life Nursing-Care Insurance, which
initiates payments when the parents of employees enter long-term care, the Monthly Fee Support Plan,a group annuity system which offers lifetime annuity support for the fees charged by homes for theelderly and other expenses.
In April 2022, based on the fact that the average number of days of hospitalization is decreasing due
to medical technology advances and other factors as well as the fact that outpatient surgeries are increasing, the Company developed and introduced Group Hospitalization Lump-Sum Payment Insurance.

Sustainability Management

Organizational Profile

Priority Theme

1 2 3 4Social Activities

Governance and Internal Control

Management Control

Third-party Opinion

Index

T&D Insurance Group Sustainability Report 2023

51

3. Improving Customer Satisfaction

3. Improving Customer Satisfaction
3-1

3-2
417-1

T&D Insurance Group Basic Policy Related to Customer-oriented
Business Operations

The T&D Insurance Group takes “customer-oriented” as a shared Group-wide value and has established the“T&D Insurance Group Basic Policy Related to Customer-oriented Business Operations” in order to conduct fair and adequate business activities with integrity and sincerity that lead to profits for our customers.
In addition, we are working on fostering a corporate culture which respects the intent and spirit ofthis policy.
T&D Insurance Group Basic Policy Related to Customer-oriented Business Operations
1. Providing better products and services
We provides optimal and high-quality products and services tailored to customers’ situations and needs.
2. “Customer-oriented” proposals and sales(1) We make proposals of suitable “customer-oriented” products taking into account customers’situations and intentions.
(2) When selling the products, we work on more understandable information provision to ensure that
our customers can correctly understand the important information pertaining to the products.
3. Improvement of the quality of business operations
In order to build enduring relationships of trust with our customers, we work on improving the qualityof business operations, including readiness for after-sales services and development of the administration and systems.
4. Appropriate management of conflict-of-interest transactions
In order to ensure that the interests of our customers are not unjustly prejudiced, we have formulated
and announced a policy for appropriately managing transactions which could constitute conflicts ofinterest, and we are appropriately ascertaining and managing transactions which could constituteconflicts of interest.
5. Development of human resources who practice “customer-oriented” actions and other activities(1) We thoroughly instill “customer-oriented” attitudes in our corporate officers and employees, andin order to build enduring relationships of trust with our customers, we develop human resources
who have high ethics and are also equipped with specialized knowledge.
(2) We are working to build a framework which encourages actions based on this policy.
6. Promotion framework
In order to promote “customer-oriented” corporate activities based on this policy, the group companies operating the financial businesses separately formulate policies pertaining to the initiatives of
their own company, regularly report the status of their initiatives based on the policies to the Board of
Directors and other bodies, and announce the content of the reports. In addition, we regularly carryout confirmations of whether revisions of this policy or the policies of each company are necessary.
* The Group’s Basic Policy Related to Customer-oriented Business Operations complies with all the Principles for Customer-Oriented
Business Conduct published by the Financial Services Agency (FSA).
* The policies on implementing initiatives and specific content of the initiatives of the group companies can be seen at the Company’s
website. (Japanese)WEB

https://www.td-holdings.co.jp/information/business_operations.html

Initiatives to Respond to Customer Feedback

2-29

To respond to the changing needs of society through the provision of better products and services, ourthree life insurance companies have set up a number of points of contact with customers, such as sales
representatives, sales agents, call centers (customer service centers), and the Internet to collect asmuch customer feedback as possible. In addition, the company is conducting customer satisfaction surveys to inquire about the level of satisfaction provided by our products, services and after-sale services.
System to Reflect Customer Feedback in Operations
The Group’s three life insurance companies have set up dedicated departments and committees that
include external members to oversee our customer-oriented business operations. We have built a comprehensive system ensuring customer satisfaction at all stages of interaction with customers, frommaking contracts to payment of insurance claims and benefits, based on our customer-oriented business
operation policy and specific guidelines for the amelioration of customer complaints. All the feedback
collected from customers is input into a centrally managed database and shared by the relevant units
for the development and quality improvement of products and services, as well as for the improvementof business practices.
System for Reflecting Customer Feedback in Operations (Illustration is an example from Daido Life)
Customers

CustomerFeedback Council*2

Complaints, opinions,requests, appreciation, etc.

Customer contact points
CallcenterWebsiteBranchofficeSurveys (tacit opinions)
Various customer surveys

Gathering andanalyzing customer
feedback

Compliance Promotion Department

Improve operations
from the perspectiveof customers

Operational departmentsCollection by employees
System for
proposingnew measuresand the like

Smile
Post

Customer
information
meetings

Opinions that were given
by experts fromthe customers’ pointsof view

Compliance Committee*1[ Deliberate across divisions, including the Sales Division, Policy Division, Internal Control Division ]Report and proposals

Board of Directors/Executive Management Board*1 C
 ompliance Committee
We established the Compliance Committee with the objectives of developing and establishing a compliance promotion framework on acompany-wide basis and further promoting our corporate motto of “customer-oriented corporate activities.” In addition to continuously
reviewing all processes from insurance solicitation to payments from the perspective of customers, the Compliance Committee makes
reports and proposals for promotion of improvements to the Board of Directors and the Executive Management Board.
*2 Customer Feedback Council
The company has established the “Customer Feedback Council” in order to utilize the insights of outside experts in sound business operations from the perspective of customers. The Customer Feedback Council monitors the situation with business operations related to
improving customer service and reviews the adequacy and effectiveness of the content of deliberations by the Compliance Committee.

Sustainability Management

Organizational Profile

Priority Theme

1 2 3 4Social Activities

Governance and Internal Control

Management Control

Third-party Opinion

Index

52

T&D Insurance Group Sustainability Report 2023

3. Improving Customer Satisfaction

Examples of Reflecting Customer Feedback in Operations

Daido Life

Taiyo Life
Customer Information Meetings
Taiyo Life holds regular meetings with policyholders, called Customer Information Meetings, in order tohelp them gain a deeper understanding about Taiyo Life and life insurance, as well as to ask them fortheir opinions and requests regarding our products and services. At Customer Information Meetings, thecompany explains its management policy and yearly performance, information regarding the services it
offers to customers, new products, and similar. The valuable opinions we have received from participating customers are used to improve our business practices and customer services.

Customer Satisfaction Surveys
To help identify hidden issues related to Daido
Life’s business that are difficult to uncover bypassively receiving customer opinions andrequests, we conduct customer satisfaction
surveys filled out by business owners/managers that inquire about the level of satisfaction provided by our products, services, andafter-sales services.

Acquiring a Third-party Opinion on ISO 10002 Compliance
In March 2008, Taiyo Life declared the introduction of ISO 10002, an international standard for handlingcomplaints as regards quality management, customer satisfaction and guidelines for complaints handling in organizations, and since then has been committed to continually enhancing customer-oriented
service and operations by utilizing customer feedback (including complaints). In March 2023, following
on from March 2022, we obtained a third-party opinion on ISO 10002 compliance that recognized ourcomplaint management system as complying with ISO 10002 and functioning effectively. We have beenworking to improve our business processes based on ISO 10002 and educate employees through training programs.
Customer Complaints* by Type

(Units: no. of complaints received; proportion: %)FY2019Type of feedback

No.
received

FY2020%No.
received

FY2021%

No.
received

FY2022%

No.
received

31.3

1,907

31.7

2,170

32.6

1,919

20.8

406

6.2

355

5.9

381

5.7

375

4.0

Conservation work

1,211

18.5

1,203

20.0

1,246

18.7

1,067

11.6

Insurance claims andbenefits

1,272

19.4

1,060

17.6

1,508

22.6

3,947

42.8

Payment of premiums

Others

1,616

24.6

1,498

24.9

1,355

20.3

1,918

20.8

Total

6,557

100.0

6,023

100.0

6,660

100.0

9,226

100.0

* “Complaints” refers to an expression of dissatisfaction by customers.
For details on examples of improvements Taiyo Life has made by utilizing customer feedback, please see Taiyo Life’s website. (Japanese)WEB

https://www.taiyo-seimei.co.jp/company/activity/voice/voice_casestudy.html

82.3%

81.1%

Very satisfied 9.0%

9.3%

9.2%

Satisfied 28.0%

28.5%

27.9%

24.8%

Fairly satisfied 43.0%

44.5%

44.0%

44.2%

FY2019FY2020

FY2021

FY2022

80.0%

10.0%

Satisfaction Level for Each CaseAt the time ofenrollment

After
enrollment

At the time ofclaim payment

86.1%(+0.5pt)

76.4%(-2.9pt)

83.7%(-1.9pt)* The figures in the brackets is the comparison with fiscal 2021

(Units: no. of complaints received; proportion: %)FY2019Type of feedback

79.0%* The customer satisfaction level is a total of the top three items (Very satisfied,Satisfied, Fairly satisfied) out of seven levels: Very satisfied, Satisfied, Fairly
satisfied, Cannot decide, Somewhat dissatisfied, Dissatisfied, and Very
dissatisfied.

Customer Complaints by Type

%

2,052

New contracts

Response to Customer Complaints
We define “complaint” as an expression of
dissatisfaction by a customer regarding thecompany’s operations. Upon receiving complaints, we immediately respond in a sincere
manner, setting out to resolve such issues. At
the same time we take these complaints asvaluable information to be used for improving
our business processes.

Customer Satisfaction Level(Corporate and Individual Business Owners)

No.
received

FY2020%No.
received

FY2021%

No.
received

FY2022%

No.
received%

Purchase of life insurance policy

919

11.8

809

13.1

802

13.4

774

12.3

Payment of premiums

639

8.2

429

6.9

454

7.6

355

5.6

Procedures after making
a contract

2,685

34.4

2,200

35.6

2,015

33.8

1,815

28.9

Payment of insurance
claims and benefits

1,475

18.9

980

15.9

1,087

18.2

1,556

24.8

Others

2,091

26.8

1,763

28.5

1,607

26.9

1,785

28.4

Total

7,809

100.0

6,181

100.0

5,965

100.0

6,285

100.0

* As percentages are rounded to the second decimal place, totals will not necessarily add to 100.
For details on initiatives pursued by Daido Life to make business improvements based on customer feedback, please see Daido Life’s
website. (Japanese)WEB

https://www.daido-life.co.jp/company/satisfied/voice.html

Sustainability Management

Organizational Profile

Priority Theme

1 2 3 4Social Activities

Governance and Internal Control

Management Control

Third-party Opinion

Index

53

T&D Insurance Group Sustainability Report 2023

3. Improving Customer Satisfaction

T&D Financial Life

Provision of Information on the Internet

Customer Survey
T&D Financial Life conducts a customer satisfaction survey to proactively reflect customer feedback incustomer service and operational quality improvements. This survey includes questions about the quality
of T&D Financial Life’s customer support such as the understandability of application forms and documents involved in various procedures and the quality of call handling by the Customer Service Center
staff. Results of customer surveys are available on our website.

T&D Financial Life discloses a summary of information regarding customer feedback, such as frequently
made complaints, comments and requests, on its website.

Q.
How did you feel about completing theapplication forms and the explanationof the required documents?

Fairly easy tounderstand
17.8%

Q.
How did you feel about the quality ofcall handling by our Customer Service
Center staff?

Easy tounderstand
62.9%

Fairly easy tounderstand
11.0%

Easy tounderstand
66.4%

Easy to understand …………………62.9％

Easy to understand ……………… 66.4%

Fairly easy to understand

………

17.8％

Fairly easy to understand ……… 11.0%…………………………………………

16.5％

Average ………………………………………… 19.8％

1.5％

Fairly hard to understand ………… 1.1％

Hard to understand …………………… 1.3％

Hard to understand …………………… 1.7％

Average

Fairly hard to understand…………

With respect to the application forms,
80.7% of respondents said that they
were “Easy to understand” or “Fairly
easy to understand.” With respect tothe manner in which our Customer
Service Center staff handle calls,
77.4% of respondents reported thatthey were “Easy to understand” or“Fairly easy to understand.”

Outline of survey
Methodology: The survey, together with documents forprocedures, was sent to customers whopurchased insurance policies through financial
institution agents and requested insurance
conservation procedures.

Survey period: June 2022 to March 2023

No. of Surveys sent : 9,421
Valid responses: 545

Response rate

: 5.8%

Customer Complaints* by Type

(Units: no. of complaints received; proportion: %)FY2019Type of feedback

No.
received

FY2020%No.
received

FY2021%

No.
received

FY2022%

No.
received%

New contracts

295

24.0

209

23.6

284

32.8

315

36.5

Payment of premiums

95

7.7

60

6.8

69

8.0

45

5.2

Procedures after making
a contract

500

40.6

371

41.9

310

35.8

328

38.0

Insurance claims andbenefits

156

12.7

146

16.5

118

13.6

105

12.2

Others

185

15.0

100

11.3

86

9.9

70

8.1

Total

1,231

100.0

886

100.0

867

100.0

863

100.0

* “Complaints” refers to customers’ complaints and dissatisfaction about products and services, and expressions of dissatisfaction.
For details on major initiatives pursued by T&D Financial Life in fiscal 2022 to make improvements based on customer feedback, please see
T&D Financial Life’s website. (Japanese)WEB

https://www.tdf-life.co.jp/company/solvency/2022.html