Fubon Financial

This year, the Largest Number of Subsidiaries of Fubon Financial Holdings was Included in the List and the Enhancement of Customer Services and Rights and Interests was Recognized

The FSC has released the “principle to treat customers fairly” evaluation list and Fubon Life, Taipei Fubon Bank and Fubon Securities were selected to enter the top 25%, setting a record for Taiwan Financial Holdings' subsidiaries to rank the most in the front class this year, while Fubon Insurance also ranked in the top 50%, recognizing Fubon Financial Holdings and its subsidiaries' long-term commitment to the core concept of customer needs, attaching importance to treat customers fairly, and implementing the intention of improving customer service and rights and interests.

Fubon Life Shapes a Culture to Treat Customers Fairly for Innovation and Inclusiveness of Protecting Every Customer

The promotion results of Fubon Life's treating customers fairly have been recognized by the competent authorities and the public, and this year a new sustainable development committee at the board level has been set up to strengthen the transformation and progress of treating customers fairly, and senior executives are personally in charge of the planning and implementation of various treating customers fairly businesses. The company has changed from the original top-down guidance structure to bottom-up two-way communication which helped to forge a consensus among all employees of the company and achieved a corporate culture of treating customers fairly.

Fair, reasonable and honest treatment of all consumers are the core spirits of treating customers fairly, Fubon Life said that special attention must also be paid to the needs of vulnerable groups, such as the service environment hardware of the whole Taiwan equipped with barrier-free ramps, barrier-free toilets, wheelchairs and other friendly facilities, as well as sign language interpretation, free elderly line and other services, in order to ensure that each customer can receive the most appropriate care and protection, and with the goal of financial inclusion, through micro-insurance policy donations and other specific care actions and make the fair treatment of customers as the tangible products and services for policyholders. At the same time, we will actively invest in financial innovation, so as not to let digital become a high wall of insurance services for policyholders, and provide better financial consumption experience for different customer groups.

Taipei Fubon Bank Protects People's Rights and Interests & Focuses on Financial Security, Elderly and Disability Services

In order to deeply cultivate the culture of fair hospitality, Taipei Fubon Bank has set up a person in charge of the principle of treating customers fairly (senior supervisor at or above the level of Vice President), a designated unit and an inter-departmental group to jointly promote various treating customers fairly plans, and the person in charge of the principle of treating customers fairly reports to the board of directors every quarter on the handling of customer complaints and the implementation of treating customers fairly, and compiles the opinions of the directors for improvement.

In order to protect the financial rights and interests of the public, Taipei Fubon Bank has established a risk warning and responsibility map mechanism for wealth management business, using the system to prevent employees' dishonest behavior, strengthen the team's attitude of responsibility and attach importance to following the norms, and secure the assets of customers. In addition, in cooperation with the Criminal Investigation Bureau, the Bank has developed the "Eagle Eye Model" AI detection patented technology to assist in fraud detection, and planned and improved software and hardware service measures of "financial friendliness for the elderly and physically and mentally handicapped", and since 2021, it has taken the lead in launching the "Branch Dual-track Sign Language Interpretation Service", optimized the visually impaired financial services in the following year, and added QR code reading and the production of signature pads and reading aids to make it easier for visually impaired customers to sign and read. For the elderly, Taipei Fubon Bank provides exclusive financial products and has set up senior counters in 179 branches in Taiwan to provide a variety of assistive devices, allowing the elderly to easily experience financial services.

Fubon Securities' Projects with Three Highlight & Treat Customers Fairly has been Upgraded

Fubon Securities practices the spirit of friendly service and has been recognized by the FSC for its top 25% performance in implementing the principle of treating customers fairly. Fubon Securities said that the company attaches great importance to the issue of fair customer treatment principle, and established a cross-departmental “Treat Customers Fairly Committee” in early 2022, with the President as the convener, and regularly reviews the implementation situation at the board of directors, and the company's directors and independent directors also regularly make suggestions to continuously improve the implementation effectiveness of treating customers fairly.

Fubon Securities actively implements the “ten principles of treating customers fairly and creates project with three highlights to upgrade the treating customers fairly”. First of all, at the end of 2022, the ISO 10002 customer complaint quality management system certification was introduced to ensure that each customer complaint was properly handled and continuously optimize customer management services. In addition, Fubon Securities attaches great importance to the financial rights and interests of special customers, and last year launched the "Elderly Advisory Service Hotline" by dedicated personnel, which is the first securities firm in Taiwan to promote advisory service for elderly customers. Fubon Securities also cares about the needs of hearing-impaired friends, and launched a sign language service in 2022, which is the first brokerage firm with sign language interpretation to bring heart-warming financial services through the dual-track service mechanism of real person and video.

Fubon Insurance Continues to Promote the Principle of Treating Customers Fairly & Improve the Service Experience

Fubon Insurance will continue to promote the principle of treating customers fairly, hope to practice the concept of friendly service, and actively expand to various ethnic groups and aspects, including designing counter-friendly service SOPs for different customers, enhancing the front-line employees’ quality of treating customers fairly, installing the barrier-free facilities in all business premises, etc., at the same time, it also provides multi-language interpretation and sign language interpretation video services, so that foreign customers and hearing-impaired customers can obtain more immediate and smooth communication services, and recently launched the "Elderly Taiwanese Customer Service Hotline". For elderly customers who are not good at speaking Mandarin, we will create a "quasi-priority seat" fast entry service by using Taiwanese with the speed of speech, terminology and explanations suitable for the elderly and hope that customers can feel the professional and heartfelt service of Fubon Insurance and upgrade the financial friendly service.