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Collecting Customers’ “Voices” and Reflecting them in Products and Services

15　Sustainability Report 2003

Sompo Japan collects customers’ “voices” through agencies, offices, claims departments (Claims Administration Department), Customer Center, and the Website, analyzing their importance so as to reflect them in the development of products and services as well as in the improvement of business operations. Products and services reflecting customers’ voices are rising one after another.

HIGHLIGHT

Overseas Travel Insurance “off!” Wins 〈the Highest Award〉 of the 2002 Nikkei Excellent Product and Service Award!Overseas Travel Insurance “off!”, placed on sale in July 2002, has real-ized up to 45% off the price of exist-ing products by limiting the sales channel to the Internet while giving environmental consideration to such as paperless application for insur-ance and reducing operational costs. Moreover, it is an insurance that maximized the convenience to cus-tomers by introducing a day-based and destination-based premium sys-tem. The number of insured totalled 150,000 in the first year of sale. Many users are in their twenties and thirties, and we have received their voices saying, “it is attractive be-cause application can be made easi-ly via the Internet and because it is comparatively inexpensive.” We are conducting an “off!” welcome back questionnaire since April 2003. This questionnaire is made to welcome back the customers of “off!” and to

ask them about the level of their satisfaction and any request they may have regarding the product. We have received more than 300 voices from customers in three months from the start of the questionnaire, and some of them gave specific re-quests such as adding new special clauses and improvements on the Website. We will sincerely continue to accept these customer voices and

develop products that feature Som-po Japan’s spirit of innovation while satisfying the needs of customers.

Accomplishment of Sys-tem Integration WorkSystem integration work involved in the birth of Sompo Japan was ac-complished in July 2002. Additional-ly, in December of the same year, system integration involved in the merger with The Taisei Fire & Mar-ine Insurance was carried out to con-clude a series of Sompo Japan sys-tem integration work without causing any significant problem.

Customer CenterSompo Japan runs the “Customer Service Counter” (Head Office) and “Customer Center” (Ogikubo and Ta-chikawa) for accepting inquiries from customers.　The “Customer

Service Counter” serves as a counter for customers coming to the Head Office building for consultation or in-surance procedure where dedicated staff members will listen to the cus-tomers’ comments and requests. The staff members are always trying to be friendly, accurate, and prompt in responding to customers. “Customer Center” have in-troduced the latest 170-seat call center system and de-ployed dedicated operators to address inquiries from across Japan, procedures for changing the details of a contract outside of business hours, e-mail inquiries via the Website, and requests

for materials. Also, for claims provided by custom-ers, dedicated staff members accept applications from customers and work jointly with related depart-ments to seek prompt solutions and finding of causes.Voices sent to “Customer Center”

Customer Center (Ogikubo)

Yoshihito KashiwabaraManager, Product and Market Development Group,Personal Lines Underwriting Department

(In charge of the development of Overseas Travel Insurance “off!”)

TOPICS

Sustainability Report 2003　16

“Customer Online” screen

The First All-Japan Elementary School Website Grand Prize (commonly called “J-KIDS Grand Prize”) HeldThe new “All-Japan Elementary School Website Grand Prize” (commonly called “J-KIDS Grand Prize”) contest for ele-mentary school websites started in May 2003.This contest is a system to dis-cover and award elementary schools that have created and are operating excellent web-sites. Sompo Japan supports this concept and takes charge of the secretariat. We hope that this “J-KIDS Grand Prize” will spur the dissemination of the In-ternet and that elementary school websites will develop into an abundant information point that connects teachers, pupils, parents, communities, and then the world.

Address of the J-KIDS Grand Prize http://www.j-kids.org

“Dangerous Area Map” screen

Breakdown of customer inquiries(July 2002 to March 2003)

Aggregate40,698

Consultationsand inquiries31,449 (78%)

Explanationof products 4,116

(10%)

Acceptance of claims

2,126 (5%)

Requestsfor materials

377 (1%)

Others2,630 (6%)

are also forwarded to the related de-partments to be used in revising the content of products and printed matter as well as in improving servi-ces.

Customers’ Voice Data-baseSompo Japan has constructed a “Customers’ Voice Database” on the company-wide information network aimed at reflecting the “voices” of customers in day-to-day operations while responding promptly and ap-propriately to customer comments and claims. Customer comments and claims sent to the Head Office, Sales Department and claims departments (Claims Administration Department) are registered in the “Customers’ Voice Database” so that the status of their administration can be control-led. At the same time, executives and Head Office departments also share customers’ voices in a timely manner to prevent the recurrence of similar problems. We count accumu-lated customers’ “voices” and analyze them for improvement of day-to-day operations, development of products and enhancement of services.

Customer OnlineSompo Japan provides personal policyholders with a “Customer Online” Internet service. In addition to the reference service listing the details of all Sompo Japan and Sompo Japan Himawari Life Insurance policies, we started a mutual connection service with the Dai-ichi Mutual Life Insurance from October 2002 to offer a service that enables personal policyholders to confirm their policy contracts with each company over the Internet. We are providing a Website designed to meet the personal needs of each individual customer. Such services include: collective change of address service for all policies; reference of

agency in charge; and the “Hiyari Map (Dangerous Area Map for Drivers)” posting of nationwide information on accident occurrence locations, a service unique to Sompo Japan which accepts more than one million automobile accidents in a year.

HAPPY

Mr. Laurence D. Black, Assistant Vice President, Sompo Japan Ins. Co of AmericaWhen I or my staff accomplish something that really benefits the company such as a good claim settlement or an accolade from an insured.

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roducts and Services

Offering High-Quality Claims Service


We are always trying to put ourselves in the customers’ shoes in responding to their claims and to provide prompt payment of insurance claims.

Domestic Claims ServiceActivities aiming at a high-quality claims service…“Hot Support”

In order to further improve the claims service, Sompo Japan has de-veloped and is promoting the “Hot Support Program,” a specific and high-level quality standard for claims administration.

Furthermore, we are conducting a customer questionnaire survey on automobile insurance claims service and reflecting customer comments and requests in the claims service. -Typical Examples of Activities-(1) Heartful service

Policyholder interview service In the case of an accident related to the personal injury insurance, a staff member will visit the customer as re-quested and provide varied support, such as consultation on social insur-ance procedures in addition to an explanation of insurance coverage. Negotiation support service for claims involving damage. Even in property damage accidents with no responsibility on the part of customers (automobile physical dam-age insurance and automobile prop-erty damage liability insurance), the staff member will give advice on ne-gotiations with the opposite party and negotiate with the relevant insur-ance company on behalf of customers if the customers hold an automobile physical damage insurance policy.

(2) On time serviceEarly payment of insurance claimsWe are working actively to make pay-ment of insurance claims as early as possible by immediately taking action upon customers informing us of an ac-cident. In particular, we have realized a top-class-in-the-industry prompt payment of insurance claims for auto-

mobile property damage accidents by combining the investigation with pic-ture transmission that transmits a pic-ture of the damaged vehicle from a digital camera over the Internet with “QPS (Quick Payment System)” and “TES (Telephone Settlement Service).” (3) Trusty service

Claims service at nights and on holidaysA “Night and Holiday Claims Service Center” has been established as a counter to accept accident notifica-tions and offer consultation at night and on holidays. Particularly for auto-mobile insurance, initial response ser-vices such as rental car arrangements and contacts with the opposite party are provided in addition to accepting accident notifications and offering consultation on Saturdays, Sundays, holidays and weekday nights .New Claims Handling system…“Clover Support”

The new “Clover Support” claims handling system has been developed and deployed in claims departments across Japan since October 2001, aimed at quality improvement and the speeding up of the claims service. -Features of “Clover Support” -

Support for response to customersAccident notifications from customers will be directly registered as accident data and then the appropriate advice, appearing on a screen based on the de-tails heard from the customers, may be provided to those who are experienc-ing anxiety due to the accident hap-pening. In addition, the most appropri-ate claims departments among all claims departments across Japan, the individual in charge and the point of contact will be determined and told to customers immediately. Also the no-tice of claim solution progress, which is highly desired in customer question-naires, may be given by e-mail, in ad-dition to by t e l e p h o n e and in writ-ing, upon re-quest from

the customer or the agency. Utilization of mobile personal computersEvery individ-ual in charge of damage as-s e s s m e n t (technical ad-juster) is pro-vided with a p e n - t o u c h type of mobile personal computer. Using the computer, he/she can prepare the damage estimate on the spot upon con-firming the damaged vehicle at the auto maintenance shop which the vehicle was transported to. This further promotes earlier starting of vehicle repair and prompt resolution.

Overseas Claims Admin-istration SupportMedical and Emergency Arrangement Service

In preparation for emergencies such as injuries and illness of overseas travel insurance policyholders, “Sompo Japan World Access Centers” have been located in the United States, United Kingdom, Singapore, and China to provide services includ-ing introduction and reservations at hospitals, emergency transfer, and welcome home arrangements. We provide “Cashless Treatment Service” that allows customers to receive treatment without any cash at the hospitals we introduce to customers. A “Sompo Japan Overseas Hotline” has been established in Los Angeles, Hawaii, Guam, Saipan, Paris, Singa-pore, and Sydney for customers to make inquiries about the details of in-surance and claims procedures from abroad where they are staying.

Claims Administration SystemSompo Japan has constructed an af-filiated network of the company’s overseas subsidiaries, branches, damage assessors, international claims administration companies and overseas lawyers to deploy a global claims administration system for ac-cidents occurring abroad which are related to freight insurance, PL in-surance and construction insurance.

The “Hot Support Program” aims at high-level claimsadministration based on the concept of being:¡Heartful;¡On time; and¡Trusty


Improvement of Support Service for AgenciesSompo Japan is doing various activities to support 76,360 Sompo Japan agencies all over Japan so that they can put themselves in the customers’ shoes in providing services.

Role of Non-life Insurance AgenciesAt present, most non-life insurance policies in Japan are handled by agencies. Under the agency agree-ment entered into with non-life in-surance companies, the basic opera-tions of agencies are to conclude non-life insurance contracts with customers and collect premiums on behalf of insurance companies. Non-life insurance agencies include the “full-time agency,” a corporate per-son or individual who specializes in non-life insurance, and the “part-time agency,” who engages in insur-ance business as part of other busi-nesses such as automobile dealers, auto maintenance shops, gas sta-tions and ordinary companies. Insur-ance companies are requested to in-struct agencies on proper solicitation of insurance contracts and pursuit of business operations under laws including the Insurance Business Law and according to the administrative guidance of the Fi-nancial Service Agencies and the competent Local Finance Bureau.

Education and Training Program for AgenciesThe following education and training programs have been introduced in order to foster agencies that can al-ways put themselves in the custom-ers’ shoes and offer appropriate in-surance information and services to insurance policyholders.

Collective Education For agencies across Japan, collective education has been implemented at

the Head Office and training centers in various locations.

Training Programs Implemented by Regional Headquarters and Branches and Individual Training

These programs are implemented in regional headquarters and branches across Japan.

J-Business SchoolIn the progress of liberalization and deregulation, Sompo Japan offers the J-Business School aimed at fos-tering as many independent agen-cies as possible that have a high level of operational ability. This school serves as an education system that adjusts to this age of liberalization by aiming at improved consulting ability for customers and enhanced opera-tion of agencies.

Various Services for AgenciesAgency Operation Support System “SOMPOJ-NET”

With the speeding up of the new product development cycle due to liberalization and the complex calcu-

lation method for premiums in the background, the systemization of agencies is accelerated and agencies are beginning to get larger in size and number in order to establish a firmer foothold.Sompo Japan developed the new “SOMPOJ-NET” Agency Operation Support System in 2002 which flex-ibly adjusts to the environment sur-rounding agencies in such as man-agement, sales, and business transactions and provides powerful full support to agency operations. More than 10,000 agencies have al-ready used the system.

Website Preparation Support Service

Rapid dissemination of the Internet has also greatly influenced insurance solicitation. Participating in collabor-ative operation with various services, such as requests for estimated pre-miums and applications for taking out insurance over the Internet, websites will be a must for agency operations in the future.Consequently Sompo Japan offers a “Standard Website Preparation Support Service” that enables agencies to easily create websites. This website includes content such as “Product Information,” “Request for Materials” and “Quotations and Application Services” which allow the customers visiting the site to access the services.

Standard Website Preparation Support Service

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Sompo Japan’s PartnersJ-SA (Japan Superior Agent)“J-SA” is an exclusive, full-time agent of Sompo Japan which has achieved a certain level of operation-al scale, life insurance sales, system of agencies.

As partners of Sompo Japan, J-SA members aim to put forth cooper-ative efforts daily to enhance man-agement practices and expand busi-ness operations to become model insurance agents in every aspect.

　

AIR JapanAIR Japan is made up of automobile maintenance and repair shops acting as agencies for Sompo Japan with a certain level of operational scale in the area of insurance sales.

The members of AIR Japan strive to improve automobile maintenance technologies and to increase insur-ance-related profits through sharing of information.

*Number of member agencies as of April 1, 2003: 3,771

■Members of J-SA and AIR Japan participate in regional social contribution activities　along with Sompo Japan employees at our branch offices nationwide. 　(See pages 60-62 for more details.)

TOPICS

Service aimed at AIR Japan members1. Technology Assistance TrainingSompo Japan Car Business Support Co., Ltd. was es-tablished in 1990 as a group com-pany of Sompo Japan to conduct research and de-velopment in au-tomotive mainte-nance and services technology. It provides various technological assistance for cars such as “inspection and maintenance of hybrid cars” and “training in car painting,” as well as operational assis-tance services for AIR Japan members.◆Trainings conducted in FY2002

Number of training courses: 22Total participants: 278

2. AIR 21 Automobile Inspection / AIR e-shop 21Sompo Japan Car Business Support obtained certifications for both the international quality management standard ISO 9001, and the international environmental management standard ISO 14001. Based on expertise acquired through such achievements, Sompo Japan Car Business Support Promotes AIR Japan members the implementation of “AIR 21 Automobile Inspection” (since October 1999) and “AIR e-shop 21” (since January 2002), which are management systems in compliance with the above certifications.

◆As of the end of May 2003No. of agencies which applied for AIR 21 Automobile Inspection: 163No. of agencies which applied for AIR e-shop 21: 16

3. Development of Welfare VehiclesWith the arrival of an aged soci-ety, further in-crease in de-mand for welfare vehicles is ex-pected. By col-laborating with Impact Corpora-tion which spe-cializes in wel-fare vehicles, Sompo Japan is enhancing its services to AIR Japan members by such efforts as providing wide-ranging information on modification of welfare vehicles, providing equipment and parts necessary for car modification, and holding workshops relating to welfare vehicles.◆Workshops held in FY2002:

Collective workshops: 3Workshops in individual sites: 12

COMMENTS

Mr.Tim Whitfield, Manager, Claims Department, Sompo Japan Insurance Co Of Europe LtdGood environmental planning at a high level will not achieve desired result unless it is communicated through the whole company.A simpler report to all staff (electronically) would help.

Sompo Japan’s Efforts in the Area of Automobile Insurance


Automobile insurance is Sompo Japan’s major product, accounting for approximately 50% of our net premiums written. We are committed to developing and offering automobile insurance of the highest quality as well as providing various automobile-related services in order to meet our customers’ needs.

HIGHLIGHT

“Safe and Fuel-Efficient Driving Assessment Service” Developed with Hitachi Ltd. (April 2003)Sompo Japan developed the “Safe and Fuel-Efficient Driving Assess-ment Service” for companies with Hitachi and began to offer it in April 2003. This new service combines Sompo Japan’s know-how in the area of safe driving assessment counseling and Hitachi’s know-how in the area of ITS* technology.

Sompo Japan plans to provide this service mainly to delivery compa-nies and other companies that own a large number of vehicles. Compa-nies using this service will receive detailed guidance in safe driving based on actual driving data result-ing in an improved safe driving awareness and can expect the re-duction of a variety of costs includ-ing fuel costs, accident related

costs, due to a reduction in the number of accidents, and automo-bile insurance costs. Sompo Japan would like to continue to develop products and services that utilize know-how in the areas of safety and environment that only non-life in-surance companies can offer.

*ITS (Intelligent Transport Systems. A new transportation system created with the aim of addressing road traffic problems such as traffic accidents or traffic congestion by establishing a network of infor-mation on people, roads, and vehicles with the use of cutting-edge information and telecommunica-tions technology.)

平成14年7月発売

Sompo Japan’s Automobile Insurance

“ONE,” a Needs-Based Automobile Insurance for Individuals (October 1999)

Sompo Japan developed and offers “ONE,” a needs-based automobile insurance based on the concept of “listening to each customer and pro-viding products that meet their needs.” “ONE” features both “satisfactory premiums” based on a detailed premium rate system and “substantial compensation” to pro-tect customers from accidents or mechanical trouble, making it an en-ormously popular product, with over 3.5 million policies sold as of the end of March 2003.Also, we provide our customers with insurance policies made easy to un-derstand by avoiding the use of in-

surance-specific terminology as much as possible and designed so that types of coverage can be under-stood at a glance. These policies are printed on 50% recycled paper.

Sale of Made-to-Order Automobile Insurance for Companies (September 2001)Automobile insurance for companies owning 300 or more vehicles allows customers to flexibly design an in-surance policy tailored to meet their individual needs such as the simplifi-cation of various procedures and the expansion or reduction of coverage.With this product, the contract schedules we issue are attached to the policies for each type of use and type of vehicle. This allows a signifi-cant reduction in the number of con-tract schedules that are issued com-pared with issuing one schedule per vehicle, thus contributing to saving paper resources. Approximately 90,000 contract schedules have been saved as of the end of March 2003.

③Safe and Fuel-Efficient Driving Counseling by Sompo Japan

Safe and Fuel-Efficient DrivingAssessment Service Structure

①Provision of driving data

②Input of driving data

Results

Output

Analysisof driving

data

Evaluation ofsafe driving

skills

Evaluation offuel-efficientdriving skills

Safe and Fuel-Efficient Driving Assessment System

Movement controlTraffic control

Hitachi

Traffic control ASP service

Sompo Japan

User company

Evaluation resultsOutput of reports

②Based on the driving data, a variety of assessment reports are created using the “Safe and Fuel-Efficient Driving Assessment System”

③Consultants provide guidance on safe driving based on the assessment reports

①For companies using this service, each driver’s driving data is gathered

Kouichi TakemuraSenior Deputy ManagerAutomobile UnderwritingDepartment

The “Safe and Fuel-Efficient Driving Assessment Service” Process

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Environmentally and Socially Friendly Products and Services Discount on Premiums for Eco-Cars (December 1998)

In an effort to indirectly support the spread of environmentally friendly vehicles (eco-cars), Sompo Japan of-fers a 3% discount on automobile in-surance premiums for low-pollution vehicles (including hybrid, electric, methanol, and natural gas powered vehicles), fuel-efficient vehicles and low-emission vehicles.Because most vehicles currently sold are low-emission vehicles, the num-ber of policies to which the discount on premiums for eco-cars is being applied is growing rapidly.

Special Policy Providing Coverage of Total Loss of Property and Repair Cost Differentials (December 2002)

If an automobile accident occurs and the cost of repairing the other per-son’s vehicle exceeds the value of the vehicle itself at that time, ac-cording the law, one does not have to compensate repair costs that ex-ceed the value of the vehicle at that time and thus the amount is not cov-ered by insurance.Sompo Japan offers the Special Pol-icy Providing Coverage of Total Loss of Property and Repair Cost Differ-entials which covers the repair costs that exceed the value of the vehicle at the time of an accident.There are often cases in which the car of the other person involved in the accident is an old model. It is ex-pected this special policy will result in a reduction in the number of dis-carded vehicles and the promotion of vehicles being repaired.

Discount on Premiums for Welfare Vehicle Premiums (July 2002) Sompo Japan offers a 3% discount on automobile insurance premiums for welfare vehicles that are exempt from consumption tax as stipulated in the “Equipment for People with Disabilities and its Repair” report specified by Minister of Health, La-bour and Welfare, including vehicles equipped with driving aid equip-

ment, vehicles equipped with wheel-chair ramps and lifts, and vehicles equipped with wheelchair securing devices.

Discount on Premiums for Vehicles Equippedwith Antitheft Devices (November 2001)

In response to the rising number of auto thefts, Sompo Japan offers a system in which there is a 5% dis-count on automobile insurance pre-miums for vehicles that are equipped an antitheft device called the “Immobilizer.”In addition to the discount on pre-miums for vehicles equipped with the Immobilizer, we also offer a 1% discount on automobile insurance premiums for vehicles equipped with an emergency communication sys-tem and vehicles equipped with a GPS tracking system. With the intro-duction of this system, it is expected that antitheft devices will be more widely used, resulting in a decrease in the number of auto thefts.

Child Safety Seat Compensation Plan (September 1999)

Sompo Japan offers insurance poli-cies for child safety seat distributors or car dealers (insurance to cover the cost of fulfilling an agreement). Insurance will be paid when they have to provide compensation to the users of their products (child safety

seats, automobiles, etc.) according to their compensation agreement in case of an accident in which their users are involved.

Promotion of the Eco-Parts Project (January 2000-December 2002)

Sompo Japan developed the “Eco-Parts Project” over three years be-ginning in January 2000. In an effort to help protect the environment, Eco-Parts Project encouraged cus-tomers who were involved in automo-bile accidents to use recycled parts. When customers choose this option, Sompo Japan donates through the Sompo Japan Environment Founda-tion the price different between the new parts and the recycled parts to non-profit organizations dealing with environmental issues in order to contribute to promoting measures to help the environment.Over the three years during which the Eco-Parts project was implemen-ted recycled parts were used in 252 cases resulting in donations amount-ing to 2,267,374 yen.Sompo Japan continues to promote the use of recycled parts.

FY2000

FY2001

FY2002

245,000

646,000

1,774,000

Number of Vehicles to which Discount on Premiums for Eco-Cars Was Applied

FY2001

FY2002

11,520

91,797

Number of Vehicles to which Discount on Premiums for Vehicles Equipped with Antitheft Device Was Applied

FY2002 3,407

Number of Vehicles to which Discount on Premiums for Welfare Vehicles Was Applied

Results of the Eco-Parts Project

　　　　　　　　

Firstyear

Secondyear

　　

Thirdyear

January-December2000


　　


Total

Price Difference (Amount Donated)

1,085,593 yen

847,815 yen

　

　

333,966 yen

2,267,374 yen

Cases in Which Recycled Parts Used

119

92

　

　

41　

252

Donation Recipients

“Waste and Recycling Course,” Recycle Network Iwate

“Eco-Camp: Fostering Globally Friendly Young People,” MIX Paper Recycle Network Seto

“Envisioning the Creation of Green Consumers in All Nagoya City Districts – Consumer Guide for Mizuho District,” Nagoya Green Consumer Network

To be decided in fall 2003

Year

HAPPY

Mr. Tang Sung Chi, Director and Deputy General Manager, Messrs. William S. T. Lee Insurance Co. Ltd.I am always happy to see Sompo Japan providing our employees with a reasonable chance for us to grow not only in our career but also in the path of our lives.


Efforts to Reduce the Number of Automobile Accidents The economic loss suffered by com-panies and households and the en-vironmental burden of industrial waste products caused by automo-bile accidents have become serious social problems in recent years.Based on the concept of an “automobile risk management sys-tem,” Sompo Japan utilizes automo-bile accident prevention tools cre-ated mainly for corporate policyholders and works closely with customers in an effort to prevent traffic accidents.

Major Automobile Accident Prevention Services “Pasokenkun,” (PC-Based Driv-ing Aptitude Test) Driver Assess-ment Service (October 1997)“Pasokenkun” is a PC-based fee-based service which tests driving ap-titude. Results of the driving apti-tude test are provided to the driver and the test administrator imme-diately after the test. Counseling by specialized traffic safety consultants is also available.

“Yochiro,” Defensive Driving As-sessment System“Yochiro” is a PC-based system which assesses drivers’ ability to pre-dict possible danger and allows driv-ers to learn the basics of defensive driving and the dynamics of acci-dents. Drivers can take simple simu-lated training exercises in three areas: predicting danger, recognizing danger, and making decisions while driving.

“Safety Plan” Driver Refresher System for Company Employees (November 2000)Sompo Japan offers a fee-based pro-gram for retraining drivers in coop-eration with 140 well-rated driving schools throughout the country, pro-viding driving training with use of real cars.Online application for this service is available at our website. (Japanese only)

“MEETING BOX” Driving Simula-tor-Equipped Bus (July 1994)“MEETING BOX” is a fee-based ser-vice that provides driving exercises using a simulator and instructions via a television monitor, aiming to improve participants’ ability to pre-dict danger while driving. Special-ized consultants immediately make assessments of the results from the simulator and give advice to partici-pants.

FY2001

FY2002

124 companies

134 companies

2,645 people

2,555 people

Implementation

FY2001

FY2002

355 companies

255 companies

10,230 people

7,770 people

Implementation

Training Content¡Attention Area Driving:→Effective

in the prevention of careless driving practices such as taking one’ eyes off the road and failing to see objects

¡Danger Area Driving:→Effective in preventing reckless driving practices such as failing to stop and disregarding traffic signals

HAPPY

Mr. Peter Leung, General Manager, Sompo Japan Re Co Ltd, Hong KongAfter book closing, realizing that we had a good underwriting result in Fy 2002, we were very happy because we have been successful in surviving another year.

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Sompo Japan’s Efforts in Financial Fields


The Sompo Japan Group develops and offers a wide range of environment-related financial products and services that contribute to the solution of environmental problems such as the investment trust “Buna no Mori” that combines the economic performance of investment trusts and the social performance of environmental measures.

HIGHLIGHT

Fourth Anniversary of the Launch of the Ecofund “Buna no Mori (Beech Forest)”The Sompo Japan Group established a new investment trust “Buna no Mori” (Beech Forest) in September 1999, which it has since managed (Sompo Japan Asset Management) and marke-ted (Sompo Japan). “Beech Forest” is an investment trust product (eco-fund) that invests in stocks of Japanese companies that are highly evaluated in their endeavors in environmental issues and compara-tively inexpensive as a result of in-vestment value analysis. This trust was created based on our belief that the stock value of these companies that actively tackle environmental is-sues will increase in the medium to long-term period. Research and analysis of the efforts to tackle environmental issues by poten-tial companies in which to invest is conducted by our group company Sompo Japan Risk Management (SJRM), while Sompo Japan Asset Management (SJAM) is responsible for financial and stock price analysis of capitalized corporations. “Beech Forest,” which will commem-orate its fourth anniversary on Sep-tember 30, 2003, has shown strong performance as it exceeded the TOP-IX by 9.43%*. The TOPIX has served

as the fund’s benchmark in terms of fluctuation rate since its inception. Furthermore, “Beech Forest” has been highly evaluated by other com-panies as it has been approved as a product that qualifies as defined con-tribution pension (Japanese version of 401k) by leading research and rating institutions such as the Daiwa Insti-tute of Research and S&P (Standard & Poor’s).We hope that through the sales of “Beech Forest,” we will be able to contribute to increasing the number of “green investors,” promoting mu-tual understanding between individual investors and corporations, and even-tually accelerating the activities of

companies in dealing with environ-mental issues.

Enhanced Disclosure of “Beech Forest”The Sompo Japan Group actively dis-closes information on “Beech Forest” to our investors who purchase the eco-fund or our customers who are interested in eco-funds.

Financial Statements In the annual financial statements of “Beech Forest” that we issue for our investors, we explain the environ-mental management of each company in portfolio in great detail.

“Beech Forest Newsletter” The “Beech Forest Newsletter” is is-

sued quarterly. This newsletter provides a variety of information in-cluding the latest environment-rela-ted news and in-troduction of en-vironment-related websites (available in Japanese only). (Average number of copies issued: 40,000)

Related Websites All the stocks in portfolio are dis-closed on the SJAM Website, while the environmental analysis methods

for “Beech Forest” are introduced on the SJRM Website.

“Beech Forest” portfolio

Construction of an environmental universe (potential stocks for investment)

Financial analysis using SJAM’sunique stock valuation model

Investment decision of individual stock by SJAM analysts

Environmental research

Ongoingenvironmental

research Risk control

Process for selecting stocks to be invested in portfolio 12,000 11,500 11,000 10,500 10,000 9,500 9,000 8,500 8,000 7,500 7,000 6,500 6,000 5,500 5,0001999.9 2000.3 2000.9 2001.3 2001.9 2002.3 2002.9 2003.3

SJAM Website http://www.sjam.co.jp

SJRM Website http://www.sjrm.co.jp

* This page is not intended as a solicitation for investment trust products.

Naoya HasegawaSenior Deputy GeneralManagerSompo Japan Asset Manage-ment Inc.

*1 As of June 13, 2003 (dividends based on standard price after reinvestment)

Performance of “Beech Forest” (compared to the TOPIX)

Beech Forest

TOPIX

Related data on “Beech Forest” Net assets: 7.4 billion yen (as of June 30, 2003)Dividend on settling day: 500 yen (July 2000)Number of distributors: approximately 100 companies(Includes distributing financial institutions. Sold by Sompo Japan, securities companies, banks, credit unions and industrial banks.)

The performance of the fund is compared with TOPIX of September 30, 1999, which was adjusted as 10000.The figure and the graph was calculated after including 500 yen of dividends of July 17,2000.


Environmental Efforts in Investing and Financing Financial institutions have the ability to make a positive impact on environ-mental issues through their role as fund provider. For instance, they can make investing or financing decisions based on how committed a particular company is to environmental issues. We try to gather information on a company’s endeavors regarding the environment by checking on the en-vironmental policies of the companies we are going to furnish with funds prior to making any assessment for new loans, seeing whether they have divisions responsible for being envir-onmentally conscious and what type of business these divisions carry out for the environment, and obtaining environmental reports before invest-ing in any company. Furthermore, we started participat-ing in the Bankers Study Group for Contributing to a Sustainable Society＊1 in 2001 as part of our efforts to study ways to make environmental contri-butions in investing and financing. The Study Group discusses the chal-lenges of how we as a financial insti-tution can contribute to the realiza-tion of a sustainable society and work toward information sharing among participating companies. In FY2002, we investigated and ex-changed views on the effects of the fi-nancial institutions designated by the Soil Contamination Countermeasures Law.

Participating in the PFI (Developing Social Infrastructure through Private Financing) Since the enactment of legislation

supporting PFI＊1 in July 1999, PFI＊2 has been drawing a good deal of pub-lic attention in Japan. In December 2001, we participated in the PFI joint financing for the con-struction, maintenance and operation of the Chowa Elementary School in Chofu City in Tokyo as the first non-life insurance company. Moreover, in FY2002, we vigorously tackled PFI as deciding on two fi-nancing opportunities including the Kakogawa Municipal Sports Center Development PFI Project.Recently, the scope of PFI has expan-ded to include environmentally-con-scious recycling facilities and new en-ergy facilities. In response, we are also considering funds for these pur-poses.

Investing in Venture Busi-nesses We invest in venture businesses that are committed to actively tackling en-vironmental issues, including wind-power generation, electrical motor-operated devices and Energy Service Company (ESCO) operations through Limited Partnership operated by our group company, Yasuda Enterprise Development Co., Ltd. We have continued to provide man-agement support for environment-re-lated venture businesses in which we have invested and some of them have gone public. We will continue to promote efforts to identify potential cases in which to invest in environment-related and

new material and new energy fields that are based primarily on environ-mental applications of biotechnology.

Study and Research on Cor-porate Social Responsibility (CSR) and Socially Respon-sible Investment (SRI) As we launched the Eco-fund “Beech Forest,” a type of SRI fund, we are constantly obtaining the latest infor-mation on CSR and SRI domestically and abroad. This information is used in improving the Eco-fund as well as in R&D for new SRI funds and is also reflected in our endeavors aimed at CSR.

1. Disseminating Information on CSR We are a member of research groups on CSR that have been established at the Council for Better Corporate Citi-zenship (CBCC) and the Japanese Standards Association. We are also a member of the CSR Domestic Stan-dardization Committee established in the Ministry of Economy, Trade and Industry. As such, we provide infor-mation after studying and analyzing the latest information on CSR do-mestically and abroad and actively comment on various issues on how Japanese corporations should re-spond regarding CSR.

2. Study and Research on SRI Spurred by the development of the Eco-fund “Beech Forest,” we con-stantly exchange views with leading SRI institutions abroad and promptly analyze the latest information on SRI from abroad. We are also actively spreading this information through means including lectures and contri-buting articles. In April 2003, we were responsible for writing Chapter Four: Trends in Socially Responsible Investment (SRI) in Corporate Social Responsibility: The New, Desirable Outlook for Management, a book pub-lished by the Japanese Standards As-sociation.

*1 A voluntary organization established in September 2001.The Japan Research Institute Limited serves as the secretariat. The members are composed of eight financial institutions including Sompo Japan.

*1 Law concerning the promotion of the development of public facilities by private funds.

*2 The Private Finance Initiative (PFI) is an approach of constructing, maintaining and operating public facilities using capital, managerial capacity and technological capabilities of the private sector. It aims to reduce project costs incurred by national and regional public corporations and provide higher quality public services.

Yasuda Enterprise Development Co., Ltd. Yasuda Enterprise Devel-opment Co., Ltd. is a ven-ture capital company jointly funded by Sompo Japan and the Yasuda Mutual Life Insurance Company. The company provides funds as well as various types of management as-sistance to promising companies for their further growth and development.

Yasuda Enterprise Development Websitehttp://www.yedvc.co.jp

Construction plan of the Kakogawa MunicipalSports Center Development PFI Project (provisional name).

HAPPY

Mr. Louis Kam, Senior Manager, Sompo Japan Reinsurance Co Ltd. Hong KongWhen my suggestions are accepted by the company and my efforts done for the company are being recognized by the management.

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Environment-Related Insurance Products and Services


With a view to achieving a sustainable society, Sompo Japan develops and offers a wide variety of environment-related products and services such as insurance products that address the requirements of new environmental laws and regulations including waste disposal and soil pollution.

HIGHLIGHT

Sompo Japan works together with Land Solution Inc., a company that possesses know-how on reducing soil pollution risk. Sompo Japan is the only domestic insurance compa-ny which provides comprehensive solutions that respond to risks ac-companying cases without soil pol-lution and cases with soil pollution through the following types of insur-ance.

Cost Cap Insurance This insurance compensates clean-up costs exceeding the originally planned amount in cases where soil pollution is discovered during the soil cleanup work. This refers to soil pollution that was unexpected at

the time of soil pollution investiga-tions, which were conducted be-cause it was determined that there is pollution. Soil Pollution Insurance This insurance compensates clean-

up costs in cases where soil pollu-tion, which was unforeseen at the time of soil pollution investigations, is discovered, even though it was determined that there was no pollu-tion at the time of the investiga-tions.

In light of the fact that measures against illegal dumping were further enforced as a result of the amend-ment to the Waste Disposal and Public Cleaning Law, we sell insur-ance and compensate companies that are responsible for producing industrial waste.

In the event that companies are is-sued an enforcement order to clear industrial waste – of which disposal had been commissioned to waste processing agencies – that is illegal-ly dumped, this insurance compen-sates the waste removal costs, soil

decontamination costs and health hazard liabilities. Furthermore, by encouraging customers to purchase an illegal dumping monitoring sys-tem that uses the global positioning

system (GPS), it has enabled Sompo Japan to provide a comprehensive solution that takes into account ille-gal dumping prevention mecha-nisms.

Developing Industrial Waste Emissions Liability Insurance (December 2002)

Developing Products that Respond to Soil Pollution Risk (Cost Cap Insurance: August 2001, Soil Pollution Insurance: January 2003)

Comprehensive Measures for Illegal Dumping

Illegal Dumping Prevention Mechanisms e.g. Monitoring system (identifying waste routes by GPS and manifesto integrated management)

Illegal DumpingAdvance Measures

Manifesto ManifestoManifesto Manifesto Manifesto

GPS GPS

Waste producer

Collection andtransport agency

Intermediary

disposal agency

Collection andtransport agency

Final disposalagency

Illegal dumping

Wasteremoval costs

Enforced order

Company's reputationdeclines

Illegal DumpingFollow-up Measures

Industrial Waste EmissionsLiability Insurance

①Effect of illegal dumping prevention

②Early detection of dumping 　Early detection of the location of dumping

Illegal dumping prevention

Prompt waste removal

Comprehensive Measuresfor Illegal Dumping

Resolves the illegal dumping issue Improves investor relations （Improves the company image as anenvironmentally-conscious company）Environmental accounting

Payment of removal costs

Prompt waste removal

Solutions for Soil Pollution Sompo Japan provides various solutions for soil pollution in cooperation with Land Solution Inc., a provider of all services spanning from pollution investigations to cleanup.

Needs Solutions

I would like you to conduct pollution investigationsappropriately.

Investigationresults

There ispollution.

There is notpollution.

I would like you to definitely clean upthe pollution at reasonable prices.

In cleaning up pollution, I would like you to fix cleanup costs and determine sales prices and budget.

I would like to be compensated for cleanup costs in cases where pollution is discovered contrary to the investigation results.

Provide pollution investigations at appropriate, reasonable prices with advanced technology

Clean up the pollution at appropriate, reasonable prices with technological capabilities and nearly 1,000 cases in terms of achievements

Cost cap insurance ●No extra financial burden even if cleanup costs exceed the estimated amount

Soil pollution insurance ●No financial burden of cleanup costs even if pollution is discovered

Yuichiro FunabashiSenior Deputy ManagerCorporate Risk Management Department

Hideumi FujiwaraSenior Deputy ManagerCorporate Risk Management Department


Adding an extra expense for environmental conservation to Fire Insurance for Corporation (July 2003) We added a new coverage for envir-onmental conservation to “Business Owners”, a type of fire insurance for stores and offices. In case of insured loss, we cover differential costs for environmental conscious products (products made with recycled ma-terials or energy-conserving prod-ucts), planting trees on rooftops and researching soil contamina-tion. Holding Soil Pollution Countermeasures Seminars(October-December 2002) Prior to the enactment of the Soil Contamination Countermeasures Law (February 2003), we held soil pollution countermeasures seminars in Tokyo, Osaka, Nagoya and Kyushu together with Land Solution Inc., Konoike Construction Co., Ltd. and Sompo Japan Risk Management. The seminars addressed themes such as the “Overview of the Soil Contamina-tion Countermeasures Law and Ordi-nances” and “Recent Trends in Soil and Groundwater Pollution Issues and Measures to Reduce the Risk of Pollution in Real Estate Deals.” Three hundred people from approxi-mately 230 companies attended the five seminars that were held.

Strengthened Functions of the Ocean Cargo Insurance System(April 2002)Online services for confirmation, no-tification and printing insurance documents for ocean cargo insur-ance are now available on our Web-site (Sompo Japan Cargo System). This system allows paperless com-munication with customers when they notify us of details of shipment to be insured, a method that reduces the amount of paper resources that are used. Users can also print out in-surance documents directly from our Website, which we had previously mailed to them, thereby contributing to improving the efficiency of the ad-

ministrative process.

Medical Waste Emissions Liability Insurance (April 2001)Likewise with the industrial waste emissions liability insurance, this in-surance, which targets medical insti-tutions, provides coverage for liabili-ty arising from illegal disposal against which regulations have been reinforced pursuant to the amend-ment of the Waste Disposal and Pub-lic Cleaning Law. In cases where medical institutions receive an en-forcement order from the prefectu-ral government because medical waste, of which disposal had been commissioned to industrial waste re-moval agencies, is illegally disposed of, this insurance provides coverage for illegally disposed medical waste removal costs, soil cleanup costs and health hazard liabilities arising from such medical waste.

ESCO Comprehensive Insurance for Energy Service Companies (August 2000) ESCO Comprehensive Insurance is intended for Energy Service Compa-nies (ESCO) that offer package schemes for improving energy and realizing energy conservation. Through risk analysis and manage-ment for the respective ESCO busi-nesses, we provide customized cov-erage for property risk relating to ESCO businesses (loss resulting from the breakdown of energy con-servation equipment) and indemnity that ESCO businesses need to pay if

the energy cost reduction they guar-anteed has not been achieved.

Insurance for Owners/Managers of Wind Power Generation Businesses (December 2000) This program for wind power gener-ation businesses provides coverage for revenue falls resulting from the decrease in wind force. Customized insurance programs are provided by a combination of the “Weather Deriv-ative,” which pays the previously agreed upon sum if the volume of wind is under the predicted level and “Weather Insurance,” which pro-vides coverage for actual revenue falls.

“Golfers Insurance – with an Eco-Friendly Clause” (December 1992) In Japan, it is a fairly common prac-tice for golfers to treat those playing with them to a drink or dinner when they have achieved a hole-in-one or an albatross. The Golfers Insurance insures golfers against hole-in-ones or albatrosses and covers potential entertainment expenses. It offers a special clause by which customers can choose to donate a part of the insurance amount to the Golfers’ Greening Association, a body that promotes tree-planting projects.

“Environmental Impairment Liability Insurance” (May 1992) This product offers insurance pro-tection against liability and cleanup cost deriving from environmental im-pairment not covered by general li-ability insurance.

“Environment Conservation Support Credit Card” (April 1994) Using this system, Sompo Japan Credit Card Inc. makes donations to organizations that address environ-mental issues. Every time a custom-er uses a credit card issued by the company, it donates 0.005% of the transaction amount to environmen-tal organizations by way of the Som-po Japan Environment Foundation.

Fiscal year

2001

2002

Number of sales

620 cases

970 cases

Fiscal year

2001

2002

Number of sales

2 cases

6 cases

Fiscal year 2001 2002

Amount donated 270,000 yen 310,000 yen

Fiscal year

2001

2002

Number of contributors 101 people 128 people

Amount donated 2.06 million yen 2.83 million yen

Outlay profitinsurance, etc.

The ESCO ComprehensiveInsurance Scheme

Conclusionof contract

Beginning ofconstruction

Beginningof services

Property risk

Indemnity risk

Risk incurred if performance guaranteed is not achieved

Construction insurance(composite insurance, etc.)

General liability insurance(special contractfor contractors)

Machinery insurance,fire insurance, etc.

General liability insurance (special contract for possessing and managing facilitiesand special contract for production)

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Advanced Risk Management Consulting Services

Consulting Services for Developing Risk Manage-ment Systems (RMS)Sompo Japan Risk Management pro-vides companies with consulting ser-vices on the development of a risk management system that is best sui-ted for the needs of individual com-panies in compliance with the Japa-nese Industrial Standards, “Guidelines for Development and Implementation of a Risk Manage-ment System.”

Consulting Services for Crisis Management There have been a series of acci-

dents and events that are threaten-ing the management of companies, including natural disasters such as earthquakes, mass food poisoning, product recalls, product tampering, threats and terrorism. Developing a framework for quick managerial de-cision-making and proactive and re-active emergency response meas-ures is imperative for minimizing such risk. Four crisis management seminars were held in FY2002.

(1) Supporting Crisis Manage-ment Manual Development

We provide step-by-step consulting services for preparing manuals on the development of basic policies, objectives, precautionary measures, emergency response measures and recovery measures.

(2) Supporting Crisis Communi-cations

We provide consulting services rela-ted to crisis communication in coop-eration with specialized organiza-

tions, including seminars, preparation of crisis communication manuals and simulation training in communicat-ing to the media.

Consulting Services for Corporations on Quanti-tative Risk Evaluation Quantitative risk evaluation alone is not enough for complete risk man-agement. Quantitative risk evalua-tion serves as a prerequisite for com-prehensive risk management including risk control and risk fi-nancing.

(1) Natural Catastrophic Risk Evaluation

Sompo Japan Risk Management ana-lyzes the seismic risk of a company in each of its locations by using com-puter simulation based on soil type data in order to identify its facilities that need to be selectively managed.

Similarly, we offer not only risk ana-lysis but also consulting services in the area of windstorms and floods.


Risk management is a series of activities that identify and assess the risks that may arise during the course of business activities, and take appropriate actions. Improving risk management activities are important for companies to fulfill their Corporate Social Responsibility (CSR). Through its group company Sompo Japan Risk Management (SJRM), Sompo Japan provides comprehensive support to customers’ risk management.

Riskevaluation

Riskcontrol

●Supporting crisis management manual development

●Supporting crisis communication

Consultation for development ofrisk management systems (RMS) ●RMS introduction training

●Supporting formulation of　RMS basic structure

●Supporting analysis and　evaluation of risk

●Supporting RMS audit

Power station auditing

●Risk consultation for natural　catastrophes (i.e., earthquakes)

●Financial analysis of corporate risk

●Business interruption risk analysis　program

●Fire & explosion

●Labor accidents

●Product liability (PL)

●IT security

●Medical malpractice

●Environmental impairment

●e-Global Risk　Information Program　(e-GRIP)

Riskidentification

Riskfinancing

Sompo Japan offers comprehensive services for risk management

HIGHLIGHT

Research and Consultingon Compliance As the social environment, which serves as the basis of whether companies can survive or not, undergoes dras-tic change, corporate scandals, in addition to accidents and disasters, pose a great risk to corporations. Dealing with compliance is a vital management issue for corporations to tackle on their own initiative in order to ensure society’s trust in the corporation. Together with leading companies from various industries that share the same recognition, Sompo Japan began a research group in March 2003 in cooperation with a law firm that specializes in compliance and internal control. We will continue to provide consulting services that are based on realistic re-search and studies in view of the dis-cussions held at this research group.

Consultation forquantitative risk evaluation

Establishment of risk information management system

Consultation for the followingcustomized services for riskmanagement

Consultation for acquisitionof ISO 14001 Certification

Consultation forcrisis management

Consulting servicesdealing with compliance

Risk management activities ofrespective customers

Feedback

Already over 60 companies in the following industries have used our consulting services: banks, credit unions, automobile dealers, au-tomobile part manufacturers, automobile mechanics, distribution, advertisement agen-cies, food manufacturers, universities.

(2) Financial Analysis of Corpor-ate Risks

In case a company’s business facili-ties are damaged, the company suf-fers profit loss due to an interruption of its operations as well. This system quantitatively assesses risk and eval-uates how such risk will have an im-pact on the company’s balance sheet and profit and loss statement.

(3) Business Interruption Risk Evaluation Program

In case a company’s production fa-cilities are damaged because of fire or other disasters, companies take measures to limit losses by increas-ing production at other factories or commissioning production to other companies. Sompo Japan Risk Man-agement supports the strengthening and promotion of such measures by quantitatively analyzing the risk of business interruption factoring in the crisis management systems of in-dividual corporations.

Establishment of a Risk Information Management System (e-Global Risk In-formation Program) Sompo Japan Risk Management has developed a system (e-Global Risk Information Program) that enables companies to manage its risk infor-mation uniformly by utilizing infor-mation technology (IT) and the In-ternet. This system serves as a risk management tool that enables users to visually manage a database of pol-icy and loss information.

Global Risk Management The new Overseas Supporting Divi-sion, which was established in April 2003, provides quality risk manage-ment together with Sompo Japan Group’s overseas engineers in North America, South America, South East Asia, China, domestic and overseas risk management companies and fire extinguishing equipment manufac-turers through our business allian-ces. In particular, the division is able to provide consulting services to companies who entered their busi-ness into China beginning from the planning stage.

Consulting Services for Patient Safety Sompo Japan Risk Management pro-vides comprehensive consulting on patient safety, including building an organization for patient safety pro-grams at medical institutions, identi-fying accident prevention measures using incident reports and preparing patient safety manuals. The compa-ny also reviews the operation and status of implementation of patient safety programs from the viewpoint of external experts and suggests rec-ommended measures through its highly regarded Patient Safety As-sessment Consulting.

Consulting Services for Environmental Pollution With a view to supporting compa-nies’ endeavors to tackle environ-mental issues such as soil contamin-ation, Sompo Japan Risk Management conducts desk research through di-agnostic questionnaires on environ-mental risk. It also diagnoses envir-onmental risk based on on-site inspections and hearings about the actual situation and provides con-sulting services and proposals for improvements. In addition, Sompo Japan Risk Management is currently carrying out simplified risk diagno-ses through questionnaires.

Consulting Services for ISO Nowadays, how a company deals with environmental issues affects worth of the company. Sompo Japan Risk Management offers consulting

services on ob-taining ISO 14001 certifica-tion to compa-nies aiming to realize environ-mental manage-ment of the glo-bal standard.

Power Station Auditing Sompo Japan Risk Management is the only company in the non-life in-surance industry to be designated a periodic safety management audit institution for power generating boi-lers and turbines established by the Electricity Utilities Industry Law and welding safety management audit in-stitution.

Information Provision Services Sompo Japan Risk Management pub-lishes the quarterly Safety Eye as well as the e-mail newsletter, PL In-

formation Weekly, for members of the SJR Club, an organization for its clients. Sompo Japan Risk Manage-ment hopes that these publications will serve useful in promoting risk management in companies. For details, please visit the SJRM Website: http://www.sjrm.co.jp

Contents of Safety Eye published in FY2002(Copies distributed: 2,300 of each) July 2002 (extra issue) Guide to Creating Manuals on Medical Acci-dentsOctober 2002 (Issue No. 10) Soil Contamination Countermeasures Law and Key Points on How to RespondNovember 2002 (Issue No. 11) Corporate Finance and Risk Management January 2003 (Issue No. 12) Legal Responsibility in China in Case of Acci-dental Fires at Factories


Sompo JapanRisk Management Inc.

Risk InformationInsurance

Information

Company

Company

Company

FUTURE

Ms. Candy Kwok, Senior Secretary, Sompo Japan Re Co Ltd, Hong KongProvide job related training/seminar; organize company’s outing.

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Sompo Japan strives to develop insurance products and services in the area of long-term care and healthcare with a view to meeting customer needs in a rapidly aging society.

HIGHLIGHT

Business Cooperation with Omron in the Area of HealthCare

Omron Healthcare Co., Ltd. has con-tinued to develop and provide health monitoring equipment such as blood pressure monitors and body fat monitors using biological information sensors, which is Om-ron Corporation’s core technology. Furthermore, in “promoting good health,” we believe that it is impor-tant to support putting wellness into practice in addition to measuring one’s health condition. As we em-bark on the new challenge of provid-ing “soft” products (services) such as lifestyle habit improvement pro-grams in addition to “hard” products (equipment) such as blood pressure monitors and pedometers, we have

keenly felt the need for collabora-tion with other industries that have know-how in the “soft” business. We especially thought it was essential to collaborate with an insurance com-pany that has risk evaluation know-how and insurance capabilities, so we are delighted to have found Sompo Japan as a partner, enabling us both to move ahead with our business venture.

The Omron Healthcare Business Company became the Omron Healthcare Co., Ltd. on July 1, 2003 as a result of a spin-off. As a health care company, we would like to de-velop our business in a variety of

areas with the aim of contributing to personal wellness as well as medical care. With the combined capabilities of our two companies, I hope that the Sompo Japan Group and Omron Healthcare Co., Ltd. will embark on many new challenges together in the future.

In order to accelerate the development of healthcare-related businesses that respond to the needs of an ad-vancing aging society and improving awareness of people’s health, Sompo Japan agreed on a joint business venture with Omron Corporation in the area of healthcare and concluded a business cooperation contract in April 2003. In the future, the two companies will dynamically advance their new joint business venture in the area of healthcare, using each other’s capabilities, products, services and business operation know-how.

Lifestyle habit improvement pamphlets

Bloodpressuremonitor

Pedometer

Organization Sompo Japan is a pioneer insurance company as it has established a specialized department (Healthcare and Employee Benefit Development Department) and a group company (Sompo Japan Life Support Inc.) in April 1991, through which it plans, develops and operates a variety of services to strengthen its efforts

addressing the aging society.

Insurance Products New Long-Term Care Insurance “Kaigo no Chikara” (The Power of Care)

In line with the start of the public long-term care insurance program in April 2000, we launched a new long-term care insurance to complement public long-term care insurance and provide coverage that meets individual needs. In addition to offering coverage that is tailored to

each individual, we also provide services to answer any questions or concerns cus-tomers may have about long-term care, bearing in mind the in-creased conven-ience of our customers.

Masahiko KatsuradaDivision ManagerDisease ManagementOmron Healthcare Co., Ltd.

Providing Insurance Products and Services that Respond to the Needs of an Aging Society

HAPPY

Mr. Dang The Vinh, First Deputy General Director, United Insurance Company of Vietnam (UIC)Yes, recently I felt happy when the cost of the company’s consumption of electricity, water and copy paper reduced in comparison with previous month after reminding our staff to turn off the lights during lunch time, and to use of both sides of paper.


Main Themes

¡Improving and strengthening management

¡Recreation at facilities

Main Themes

¡Mental health

¡Corporate risk resulting from sudden death

¡Lifestyle therapy 　(behavioral therapy to improve lifestyle habits)

¡Seminar to train personal health education counselors

¡Data analysis methods for creating health care business plans

Care Management Service This service aims to offer the best care plan that utilizes benefits under the public long-term care insurance and “Kaigo no Chikara.” Contracted home care support organizations (care management organizations) complete the application procedures for the certification of long-term care needs and prepare care service plans, thus providing comprehensive assistance in the use of long-term care services. The Care Management Service can also be used by young people who need long-term care as a result of traffic accidents and other reasons and are not eligible to receive coverage through the public long-term care insurance.

Chikara Club Service This service provides consultations and information over the telephone or the Internet, answering questions and concerns about long-term care. In addition, it also provides, upon request from customers, referral services to various long-term care-related service organizations at partially discounted prices as well as health-related services for preventing long-term care.

Programs for Meeting the Needs of an Aging Society Sompo Japan Life Support Inc. offers the following services in order to meet the needs of an aging society. Telephone Consultation Service

The first health and long-term care clinic in the non-life insurance industry opened in 1987. Since then, this clinic has continued to provide consultation services over the telephone. Expert advisors who are qualified nurses or social welfare

counselors provide consultations seven days a week with the exception of year-end and New Year holidays (9:30a.m.-5:30p.m. Monday-Friday, 9:30a.m.-4:30p.m. weekends and holidays). Currently the number of consultations is about 3,500 per year (according to FY2002 results).

Seminars and Training Sompo Japan Life Support Inc. holds a variety of seminars for people in charge of labor health management in companies, health insurance association employees, care providers and care service professionals. It also offers training courses on practical long-term care skills and seminars for maintaining and improving health with the aim of supporting a better quality of life for the elderly as well as their families.

Seminar for Corporations and Health Insurance AssociationsThis seminar was held in Tokyo in FY2002 and was attended by approximately 300 people from 250 companies (associations).

Seminars for Care Providers and Care Service Professionals These seminars were held in Tokyo, Yokohama, Omiya, Sendai, Niigata, Shizuoka and Nagoya and were attended by approximately 500 people.

Consulting Sompo Japan Life Support Inc. provides management consulting services for corporations that provide welfare services, especially social welfare corporations, such as the planning of organizational diagnoses, financial analysis, proposals to improve personnel systems, risk management and staff training.

Third-Party Evaluation of Welfare Services Sompo Japan Life Support Inc. was certified as a Tokyo Metropolitan Welfare Service Third-Party Evaluation Institution in December 2002. It has begun a new service evaluation business that caters to welfare service providers in the Tokyo metropolitan area. It plans to launch full-scale business in this area beginning in FY2003.

COMMENTS

Ms. Josefa Marti Tresaco, Underwriter & Claim Manager; Ms.Nuria Pastor Burballa, Underwriter & Claim Assistance, Barcelona BranchWe are glad to know Sompo Japan is making an effort to improve environmental and social life. Regarding the report, we think it will be interesting to find a section where a single subject is developed in detail, for example “Soil Pollution and Insurance Companies”. In relation to “TOPICS”, we think it is a good way to make lighther the reading of the report.

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collecting customers’ “voices” and reflecting them in ...€¦ · collecting customers’...

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