Fubon Financial

From Infrastructure to service, Fubon advances barrier‑free financial services for diverse communities

Fubon Financial Holdings has once again received recognition for its commitment to financial inclusivity! In response to the Financial Supervisory Commission's proactive promotion of treating customers fairly policies, the Commercial Times organized the inaugural "Financial Inclusion Excellence Award Taiwan." This award uniquely combines domestic charitable organizations and diverse groups, utilizing firsthand experiences to assess and select candidates through an on-site assessment mechanism. Fubon Financial Holdings’ three major subsidiaries stood out in this initiative. Fubon Life and Taipei Fubon Bank were awarded the gold awards in the insurance and bank categories, respectively, for the "Financial Inclusion Excellence Award Taiwan." In addition, Pei Rui-Ting, a frontline service colleague from Fubon Insurance, was honored as the "Financial Inclusion Ambassador" through a cross-industry selection process. This recognition underscores Fubon's ongoing commitment to embodying the spirit of fair customer treatment and the outstanding effectiveness of its efforts in promoting friendly financial services.

Fubon Life has been recognized with the gold award for the "Financial Inclusion Excellence Award Taiwan"

Fubon Life has been recognized with the "Financial Inclusion Excellence Award Taiwan - Insurance Industry Gold Award" by the Commercial Times. In addition, it has consistently ranked in the top 25% for three consecutive years in the "Assessment of the Implementation of Treating Customers Fairly Principles" conducted by the Financial Supervisory Commission, highlighting the company's outstanding performance in promoting friendly service and implementing of treating customers fairly.

In terms of customer service, Fubon Life continues to promote inclusive services for diverse communities across its service counters nationwide. For senior customers, the company provides large‑print documents with key information highlighted, along with assistive devices such as reading glasses, magnifiers, and hearing aids. For customers with disabilities, barrier‑free service counters are available, supported by assistive tools tailored to service needs, including wheelchairs and real‑time text communication tools, as well as sign‑language interpretation services to assist customers with hearing or speech impairments in completing transactions. For new immigrants, Fubon Life offers language‑friendly services by installing multilingual signage and introducing bilingual (“Chinese + Vietnamese”) policy loan agreements, claims application forms, and policyholder complaint forms, enhancing the accessibility and convenience of insurance services. In addition, Fubon Life has long focused on dementia‑related aging issues. All ten customer service counters nationwide have joined dementia‑friendly organizations, strengthening customer care and protection comprehensively—from institutional frameworks to frontline service practices.

Furthermore, to foster a strong internal culture of treating customers fairly, all board members, senior executives, and nearly 100% of employees have completed training programs, including education on the Convention on the Rights of Persons with Disabilities (CRPD). In 2025, independent directors were also invited to participate in frontline supervision activities and financial inclusion forums, further strengthening service processes and continuously enhancing service quality.

Taipei Fubon Bank won banking industry gold award for multicultural financial inclusion and trustworthiness

Guided by its service philosophy of “361 Degrees — One Extra Degree of Warmth,” Taipei Fubon Bank continues to enhance service experiences and rights protection for diverse customer groups. The bank has been recognized with the “Financial Inclusion Excellence Award Taiwan – Banking Industry Gold Award,” setting a strong benchmark for the financial sector in advancing inclusive and accessible financial services.

To better serve the elderly and vulnerable groups, Taipei Fubon Bank has established guidelines for age-friendly, dementia-friendly, and disability-friendly services. In terms of physical infrastructure and service environments, the bank has optimized branch spaces by lowering counter heights and improving traffic flow. All ATMs across Taiwan have been upgraded to feature 19-inch large screens, user-friendly interfaces, and voice services for the visually impaired. In addition, multilingual interfaces and operation guides in languages such as Indonesian, Thai, and Vietnamese have been provided to reduce barriers for foreign customers. The bank has also collaborated with medical and social welfare organizations to train 'dementia-friendly service angels,' enhancing the service sensitivity of frontline personnel. This year, the bank has partnered with Mackay Memorial Hospital to implement “dementia-friendly secret shopper audits,” incorporating feedback from these visits into educational training materials to ensure that services are more aligned with the genuine needs of the elderly and vulnerable groups.

In addition, Taipei Fubon Bank actively responds to policies of the Financial Supervisory Commission by innovatively developing senior‑focused financial products, including elderly care trust, policy value revitalization solutions, and small‑amount whole‑life insurance tailored for later‑life needs. In collaboration with the Hondao Senior Citizens’ Welfare Foundation, the bank provides seniors with convenient and reliable trust services, while also pooling cross‑sector resources to promote awareness and prevention of fraud and financial exploitation. The bank has further established care‑oriented and control mechanisms within its senior sales processes, and launched a “three‑dedicated” service model—dedicated senior service counters at branches, a dedicated senior service hotline, and a dedicated senior section on its website—to deliver a high‑quality financial experience for older customers. Looking ahead, Taipei Fubon Bank will continue to uphold a people‑centric approach to treat customers fairly, ensuring that financial services truly serve as a meaningful force in supporting customers’ lives.

Fubon Insurance strengthens training programs to deliver inclusive and customer friendly services

Fubon Insurance has long been committed to advancing inclusive financial services. Through comprehensive and systematic training programs, it has strengthened employees’ capabilities to serve diverse customer groups. This year, Pei Rui‑Ting, a frontline service colleague at Fubon Insurance’s Jianguo Branch, was honored with the “Financial Inclusion Ambassador” award, this honor further recognizes Fubon Insurance’s long‑term investment and tangible outcomes in advancing fair customer treatment and inclusive service training.

As Taiwan enters a super‑aged society with increasingly diverse population needs, Fubon Insurance has actively promoted senior‑ and dementia‑friendly services. The company established a “Senior Taiwanese‑language Customer Service Hotline” to provide the elderly with a more accessible communication channel. At the same time, professional medical doctors were invited to deliver in‑person dementia‑friendly training programs for frontline business counter supervisors across Taiwan, while more than 2,700 employees completed online courses covering dementia communication skills and the “STEEP” principles for friendly engagement. These initiatives equip frontline staff with the ability to identify needs, provide appropriate support, and deliver stable, empathetic service, while advancing the company’s commitment to becoming a dementia‑friendly organization across its headquarters and branch network. In addition, Fubon Insurance has continued to strengthen its inclusive facilities across all service locations. These enhancements include disability service call bells, barrier‑free ramps, and tactile Braille guide stickers in elevators for customers with visual impairments. The company also provides “signature boards and reading assistance tools”, dual‑format Braille manuals, and sign‑language communication services to support customers with disabilities in completing insurance‑related procedures. Multilingual interpretation support is available in English, Vietnamese, Thai, and other languages, ensuring that customers from diverse backgrounds can access financial services on an equal and barrier‑free basis. Looking ahead, Fubon Insurance will continue to place fair customer treatment at the core of its operations and further strengthen employees’ inclusive service capabilities.