Samsung Life Insurance Practices 'Sangsaeng-ui Gil'... Expanding Customer-Centric Management

Operation of 800 Customer Panels
Establishment of Customer Rights Protection Department

[Asia Economy Reporter Oh Hyung-gil] Samsung Life Insurance announced on the 16th that it will significantly strengthen customer-centric management by expanding its customer panel to listen to customer opinions and establishing a customer rights protection department.

On the same day, Samsung Life Insurance held a 'Customer Panel Kickoff' at its headquarters in Seocho-dong, Seoul, to enhance communication with customers. The customer panel system, introduced in 2004, is designed to gather diverse customer opinions through product and service experience activities and surveys, and to reflect them in management.

This year, the size of the online and offline customer panels was expanded from 700 to 800 members. This measure is to practice the 'Path of Coexistence' with customers, one of the five core values presented by Samsung Life Insurance President Jeon Young-mook in his New Year's address this year.

President Jeon said, "We plan to reorganize various systems and services to meet the customer's perspective, prioritizing consumer rights protection as the highest value," and added, "We ask the customer panel to present diverse opinions objectively and candidly."

Furthermore, Samsung Life Insurance is actively promoting customer-centric management with the 'Path of Coexistence' with customers as a core value. A consumer protection office at the executive director level was newly established directly under the Chief Executive Officer (CEO) and Chief Consumer Officer (CCO).

Jeon Young-mook: "Reorganizing various systems and services to meet the customer's perspective"

A customer rights protection department was also established at eight customer centers nationwide. This department operates separately from the existing consumer consultation officers and reflects the customer's perspective at customer contact points.

A pre-review system for customer rights protection will also be operated. It plans to strengthen pre-reviews of tasks related to customer rights, such as terms and conditions, guides, and marketing materials, to prevent factors that infringe on customer rights in advance.

Consumer protection functions will be carried out through the 'Financial Consumer Protection Council' and the 'Consumer Rights Protection Committee.' The Financial Consumer Protection Council, composed of the CEO, CCO, and related department executives, discusses consumer rights infringement issues such as complaints and VOCs, while the Consumer Rights Protection Committee, consisting of nine external experts, is responsible for proposing solutions to disputes with customers and providing policy advice.

A Samsung Life Insurance official said, "We plan to expand communication for coexistence with customers and continuously build customer-centric services and work culture."

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