In 2023, Taiwan Life continued to comprehensively improve its Treating Customers Fairly (TCF) practices through three major policy axes: "Embed TCF in our DNA,” "Become the first choice in customer referrals,” and "Promote social sustainability." The Company's Operation Planning Department is the dedicated unit responsible for TCF and financial friendliness; it coordinates, plans, and promotes the implementation of TCF across relevant units. The head of the Operation Planning Division is responsible for supervising the implementation of TCF and financial friendliness. The Board of Directors is the highest supervisory body for TCF-related efforts. The Board of Directors meets quarterly with senior executives to present TCF and execution plan results.

Taiwan Life Fraud Prevention Success Story

One day, an elderly gentleman visited the Taipei branch of Taiwan Life, wanting to cancel his policy in exchange for a large sum of cash. When the teller contacted the insurance agent, they discovered that the gentleman had previously asked the agent to handle the cancellation on his behalf. However, the agent suspected that the gentleman might be a victim of fraud and had refused to proceed with the request. Recognizing the potential issue, the teller immediately decided to call the police. Upon hearing this, the gentleman backed off.
Surprisingly, the next day, he went to the Taiwan Life Nangang headquarters, again attempting to cancel his policy. When asked about the use of the funds, he hesitantly mentioned it was for an "investment.” The teller noticed something unusual, especially since the Taipei branch had already flagged the account with a fraud alert the previous day. Thanks to the flagging system, the tellers remained calm and patient, trying to convince the gentleman that the investment could be a scam. However, he didn’t believe them and questioned why they wouldn’t allow him to proceed. The team decided to contact the police immediately. After the police investigation, they discovered that the gentleman had joined a LINE group focused on high-risk stock tips.
It wasn’t until the police shared multiple fraud cases and explained the situation in detail that the gentleman finally realized he had almost fallen victim to a scam. Thanks to the high alertness of the Taiwan Life front desk team, they successfully prevented the customer from losing his life savings—potentially millions. Their efforts were even recognized by the Taipei police.
Given the gentleman's age, the insurance agent also informed his children about the incident and persuaded him to update the policyholder information to prevent similar situations from happening again.