Hanwha Life Insurance Launches Nationwide Initiative to Strengthen Customer Trust Culture at Sales Sites

CCO-Led

Operation of "Customer Trust PLUS Day at Sales Sites"

Nationwide Education Tour for 29 Organizations Begins on the 15th

Hanwha Life Insurance is operating the “Customer Trust PLUS Day at Sales Sites” initiative, directly visiting sales locations nationwide to enhance the effectiveness of financial consumer protection and strengthen customer trust.

Jaeduk Choi, Head of Consumer Protection at Hanwha Life Insurance, is conducting training on financial consumer protection and the practice of complete sales at the 'Field Sales Customer Trust PLUS Day' hosted by the Chief Customer Officer (CCO) held at Hanwha Life Financial Services Jeonju Regional Office on the 15th. Hanwha Life Insurance

On September 16, Hanwha Life Insurance announced that from the 15th until the end of next month, the company will conduct a nationwide on-site education program led by the Chief Customer Officer (CCO). This program has been designed to reinforce onsite execution of financial consumer protection, establish a culture of complete sales, and prevent customer complaints.

The Customer Trust PLUS Day at Sales Sites is a program in which teams visit frontline customer contact organizations that require stronger consumer protection, delivering consumer protection training and facilitating onsite communication. The initiative focuses on sharing consumer protection policies, supervisory directions, and recent complaint-handling trends, while increasing the effectiveness of onsite consumer protection practices.

During the education sessions, Hanwha Life Insurance introduces financial consumer protection policies and supervisory directions, recent trends in complaint handling, and highlights the importance of implementing the six major sales principles and fulfilling explanatory obligations to ensure complete sales. In addition, they share the main causes of complaints and preventive measures based on the Financial Supervisory Service’s cases, supporting the establishment of a customer-centric sales culture.

This nationwide education tour covers a total of 29 organizations, including Hanwha Life Financial Services’ regional offices, Life Lab regional offices, call centers, claims adjustment teams, and business divisions for affiliated general agencies (GAs). Collaboration with the CCOs of subsidiary GAs is planned as well, with the aim of further spreading a culture of consumer protection.

Through onsite communication programs, the company also listens to difficulties and suggestions encountered during the process of handling complaints. Hanwha Life Insurance plans to actively utilize the feedback collected onsite to improve consumer protection systems and enhance business processes.

Along with these field-oriented consumer protection activities, Hanwha Life Insurance is continuously strengthening its consumer protection system by reflecting external expert advice and customer feedback in system and service improvement, as well as conducting onsite sales audits.

The “Customer Trust PLUS Advisory Committee,” established in April, plays a role in reviewing key consumer rights protection issues from an objective and professional perspective, deriving improvement tasks, and reflecting them in internal policies and processes.

Since July, a customer panel of approximately 320 members has been operated to collect feedback on products and services, which is then shared with related departments and used to improve services. At sales sites, training and guidance are provided in parallel, and compliance with complete sales practices is continually monitored.

Choi Jaeduk, Head of Consumer Protection at Hanwha Life Insurance, stated, “Consumer protection truly has meaning when it is practiced in the field, closest to our customers. Through this program, we will further strengthen the culture of consumer protection at the frontline and do our utmost to create a financial services environment that customers can trust even more.”

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