Better Together—Anticipating Needs with Technology, Appropriating Disputes with Empathy

Cathay Life was established in 1962. During the early years of the insurance industry, the company earned a reputation as an industry pioneer. Through half a century filled with competition and challenges, the company has remained true to its core value. Cathay Life has nearly eight million customers and over twenty million valid contracts, making it Taiwan's largest insurance company.

Briefly describe the nominated team: history and past performance (up to 1,250 characters):

Cathay Life Insurance, Taiwan's largest life insurer since 1962, serves over 8 million customers and manages more than 20 million policies. With one in every three Taiwanese citizens as policyholders, we've earned a customer satisfaction rate consistently above [REDACTED FOR PUBLICATION], reflecting our deep commitment to trust and service excellence.

We lead with a customer-first mindset, combining warmth and efficiency in every interaction. By implementing a comprehensive Customer Experience Management system and pioneering the use of Net Promoter Score (NPS), we've achieved five consecutive years of growth, delivering services that resonate with customers.

Driven by the vision of "Insurance + Technology = Closer to Happiness," we've embraced digital transformation through smart tools like intelligent workstations, empowering our teams to serve faster and more personally.

Cathay Life has long focused on customer service and sustainability. By creating positive impact across the industry, we've earned strong trust and recognition, growing together with our customers toward a better future.

Outline the team's achievements since July 1, 2023 that you wish to bring to the judges' attention (up to 1,500 characters):

Serving diverse insurance needs, Cathay Life turns complaint handling into trust-building through proactive governance, digital workflows, and AI-powered risk prediction for agile, customer-centric resolutions.

Team Culture

1. Dedicated Team: Our [REDACTED FOR PUBLICATION] member Customer Rights Team, with cross-functional support, manages [REDACTED FOR PUBLICATION] dispute types. For complex cases, a "jury mechanism" ensures fair, customer-centric, and timely resolutions.
2. Professional Development: Annual training with external consultants strengthens communication, fairness, and empathy for better dispute resolution.

Management System

1. Risk escalation reporting mechanism: We deploy a proactive, risk-based escalation system. When risk value reaches thresholds, cases advance to decision-makers and activate agile manpower reallocation for rapid, customer-centric resolutions.
2. Root Cause Improvement: Quarterly reviews analyze complaints to refine policies and workflows. Combined with targeted training, these actions cut complaints by [REDACTED FOR PUBLICATION].
3. Voice of Customer (VoC): In 2024, our VoC system captured [REDACTED FOR PUBLICATION] all addressed and leveraged to elevate service quality.

Technology Empowerment

1. Smart Detection: To identify complaint-prone high-risk cases, we use AI and big data to analyze [REDACTED FOR PUBLICATION]. From 2023-2024, preventive actions and phone outreach safeguarded [REDACTED FOR PUBLICATION] policy rights.
2. One-Stop Complaint Platform: Our platform and dashboard link [REDACTED FOR PUBLICATION], digitizing workflows and improving tracking, boosting resolution speed by [REDACTED FOR PUBLICATION].

Explain why the achievements you have highlighted are unique or significant. If possible compare the achievements to the performance of other players in your industry and/or to the organization's past performance (up to 1,500 characters):

Cathay Life embraces a customer-first philosophy, using risk prediction, digital workflows, and real-time dashboards to anticipate needs and prevent issues.

• **Significant Complaint Reduction to Enhance Customer Satisfaction
  **Innovative governance reduced complaints from [REDACTED FOR PUBLICATION] in 2020 to an average of [REDACTED FOR PUBLICATION] between 2022-2024-[REDACTED FOR PUBLICATION]-reflecting stronger customer trust and satisfaction.
• **Average Case Closure Time Exceeds Regulatory Standards
  **In 2024, our average complaint resolution time was [REDACTED FOR PUBLICATION]-well ahead of the 30-day regulatory benchmark, proving our commitment to timely support.
• **Ranking first in terms of lowest complaint rate among all life insurers in Taiwan
  **Cathay Life ranked #1 for the lowest complaint rate among 21 life insurers in Taiwan in 2024. Consistently in the top three for three years-No.1 in 2022, No.2 in 2023, and No.1 again in 2024-demonstrating sustained leadership in customer service excellence.
• **Only Financial Institution in Taiwan Awarded "Fair Customer Treatment" for 7 Straight Years
  **In 2025, we were recognized by the Financial Supervisory Commission's TCF Assessment as a top 25% insurer for fair customer treatment-our seventh consecutive year of excellence.
• **Dual ISO Certifications: ISO 10002 & ISO 9001
  **As Taiwan's first insurer to earn ISO 10002 for complaint handling and ISO 9001 for quality management, we set a new benchmark for structured, high-quality service.

Reference any attachments of supporting materials throughout this nomination and how they provide evidence of the claims you have made in this nomination (up to 1,500 characters):

Cathay Life continues to set the benchmark for Taiwan's insurance industry, earning prestigious domestic and international awards for outstanding service and innovation. We are committed to creating a friendly financial environment and building lasting trust with our customers.

• 11-time winner of Taiwan's most prestigious insurance honor, the Insurance Excellence Award, recognized for achievements in product innovation, customer service, digital transformation, and talent development.
• Ranked in Brand Finance's "Global 500 Most Valuable Brands 2025", marking our 7th consecutive year on the list. We also earned the #10 spot among the "Top 10 Strongest Insurance Brands", making us the #1 financial brand in Taiwan.
• 9-time winner of the Stevie Awards for Sales & Customer Service, a global benchmark for service excellence. In 2025, we received the Gold Award for Innovation in Customer Service and Bronze for Best Use of Technology in Customer Service, standing out as the only life insurer in Asia to be honored.

These accolades underscore our steadfast dedication to a future where technology and empathy work hand in hand-anticipating customer needs with innovation, resolving complaints with understanding, and driving global competitiveness as a trusted leader in the insurance industry.