Through six major steps of materiality analysis, Taiwan Life identifies and examines issues related to sustainable management, and then proposes corresponding management approaches. As for communication with stakeholders, we maintain multiple channels to collect the opinions of stakeholders, and regularly investigate issues of concern raised by internal and external stakeholders.
Report Disclosure
Stakeholders and Materiality
Through six major steps of materiality analysis, Taiwan Life identifies and examines issues related to sustainable management, and then proposes corresponding management approaches. As for communication with stakeholders, we maintain multiple channels to collect the opinions of stakeholders, and regularly investigate issues of concern raised by internal and external stakeholders.
Stakeholder Communication Channels
Based on the AA1000 Stakeholder Engagement Standard, we have identified seven stakeholder groups and established communication channels for each, proactively responding to stakeholders’ expectations. In the spirit of transparency and openness, we disclose information through diverse channels in order to ensure that communication with stakeholders is effective. In addition, we have collected and incorporated issues covered in the communication process as a reference for the Company’s operation and promotion of sustainable development strategies, thereby enhancing the promotion of sustainable operations. These issues will also be disclosed in our sustainability reports in due course.
● Stakeholder Communication Channels and Responses
| Stakeholders | Materiality | Issue | Communication channel and frequency |
|---|---|---|---|
| Employees | Taiwan Life views its employees as a key asset in sustainable development. Conveying the spirit of “people come first” through employees and proactively responding to employees’ concerns have been the Company’s key measures for its long-term operation. | ● Remuneration ● Employee benefits |
Quarterly ● Labor–management meetings ● Welfare committee Immediate ● Complaint hotline and mailbox |
| Customers | 保The insurance industry is essentially about people. Taiwan Life works to provide timely responses to policyholders and satisfy their diverse needs. We will continue to improve ourselves to provide services to satisfy our policyholders. | ● Insurance consultant service | Monthly ● Product demand communication (EDM) Immediate ● Official website’s reservation service |
| ● Membership (Online member/LINE/TeamWalk/Call Call card) |
Immediate ● Introduction on the digital service section of the official website ● Policyholder website provides online services ● Online insurance application website provides insurance application services ● TeamWalk provides online services Irregular basis ● Official LINE account push notifications ● Marketing event communications (EDM) ● Introduction to online services (EDM) |
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| ● Retirement | Annual ● Media, forum | ||
| ● Voice of the customer | Daily Customer service line (service hours: Monday–Sunday 08:00–24:00), smart customer service chatbot A-long, comment section of the Taiwan Life website, customer complaint line Irregular basis Voice of customers, phone contact |
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| Suppliers/contractors | Taiwan Life works with suppliers to protect the environment, starting from procurement and advocacy to reduce the negative impact of operations on the environment. | ● ESG advocacy in supply chain ● CTBC Holding environmental sustainability policies and relevant regulations |
Annual ● Supplier conference |
| Investees | Taiwan Life continues to engage investment and financing targets to obtain comprehensive and effective information, and works to achieve the goal of maximizing benefits for customers and stakeholders. | ● Corporate governance ● Social issues ● Environmental protection |
Irregular basis ● Company visits ● Phone inquiries ● Online meetings ● Shareholders’ and board of directors meetings of investees ● Performance management committee meetings |
| ● Corporate governance ● Company operations ● Capital investment direction ● Shareholder equity and profit distribution planning ● Corporate social responsibilities: environmental protection |
Irregular basis ● Attended investor conferences and shareholder meetings ● Company visits ● Phone/online meetings |
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| Government agencies | Taiwan Life proactively supports government policies and cooperates with relevant laws and regulations, leading Taiwan’s insurance industry to enhance its value and spread positive energy through two-way communication and cooperation. | ● Corporate governance | Irregular basis |
| ● Regulatory compliance ● Policy-making consultations ● Regulatory promotion\ |
Irregular basis | ||
| ● Board of Directors meeting agenda | Monthly | ||
| Shareholders | Stable financial performance and effective risk control are issues of concern to shareholders and investors, and are also the responsibility of Taiwan Life. | ● Operating performance | Quarterly ● Official website ● Market Observation Post System |
| ● Board of Director meeting agenda ● Corporate governance |
Monthly | ||
| Labor unions | In addition to protecting the working rights and interests of employees and providing competitive salaries and welfare system, the labor union must also unequivocally respect and care for employees. | ● Policy administration and processing system optimization | Ad hoc correspondence |
● Stakeholder Communication Contact Information
| Stakeholder | Department | Telephone |
|---|---|---|
| Employees | Human Resource Dept | 02-6607-6669 |
| Customers | Customer Service | 0800-099-850 或 (02)8170-5156 |
| Suppliers/contractors | General Affairs Dept | (02)8170-9888 Ext. 6520 |
| Investees | Financial Planning & Analysis Investment Dept | (02)8170-9888 Ext. 6659 |
| Government agencies | Compliance Dept | (02)8170-9888 Ext. 6314 |
Materiality Analysis
Pursuant to the GRI Standards, Taiwan Life identified stakeholders and conducted a materiality analysis while compiling this report. The content of the materiality analysis was submitted to and approved by the Chairman. The Company uses the results of the materiality analysis to further establish its sustainable operation strategies and goals, take inventory of the Company’s sustainability measures, and push each department to make further improvements. The materiality analysis also serves as the basis for responding to stakeholders.
● Materiality Analysis Process
● Materiality matrix
● Material Topic Impact Significance Assessments
