Hanwha Life Opens 7 Consumer Protection Centers Nationwide... Expanding Face-to-Face Customer Service

[Asia Economy Reporter Oh Hyung-gil] Hanwha Life announced on the 22nd that it will establish Consumer Protection Centers in seven regional headquarters nationwide and step up consumer protection efforts.

Hanwha Life converted the organization, which was previously operated as a complaint handling system within each sales headquarters, into Consumer Protection Centers, and the position of center head was promoted to department head level.

Additionally, it shifted from a post-complaint resolution management approach to strengthening preventive management and initial response before customer complaints arise.

Face-to-face service will be expanded to protect financially vulnerable customers. Currently, about 80% of all complaints are handled through non-face-to-face methods such as phone calls, but face-to-face service will be increased going forward. For disabled persons, the elderly, and others, on-site visiting services will be actively provided.

To promote consumer protection activities by sales field managers, performance evaluation criteria will also be improved. The evaluation standards have been strengthened so that not only financial planners (FPs) but also branch managers directly engage in face-to-face customer service. Hanwha Life plans to expand the face-to-face complaint handling rate related to new contract recruitment to 60% by the end of this year.

Seo Yong-sung, Head of Consumer Protection at Hanwha Life, said, "Consumer protection is such an important value that it must be internalized as an organizational culture. We will strive to proactively practice consumer protection company-wide, as well as preemptively respond to customer complaints from the sales field."

This content was produced with the assistance of AI translation services.