Policy for Customer Focused Business Practices

Operational Policy 1: Customer Focused Business Practices

Based on the Chubb Group Code of Conduct, the principle of “customer focus” is instilled in everything we do. This document will be published for customers to see how we integrate this philosophy in our business practices.

Operational Policy 2: Leveraging the "Voice of the Customer" in Our Operations

We will continue our efforts to achieve customer satisfaction by listening earnestly to the "voice of the customer," and using their valuable insights to improve the way we operate.

Operational Policy 3: Providing Optimal Insurance Products and Services

We continuously work to provide products and services that satisfy the needs of our customers.

Operational Policy 4: Payment of Claims

We aim to always see things from the customers’ perspective and provide the best service with outstanding hospitality.

Operational Policy 5: Proper Management of Conflicts of Interest

We maintain our operational readiness to manage conflicts of interest properly to protect our customers' interests.

Operational Policy 6: Initiatives for Entrenching Operational Policies

We promote initiatives that aim to improve training systems and entrench operational policies to ensure that our executives, employees and agents act in accordance with these policies.

<Reference> Correspondence between the Principles for Customer-Oriented Business Conduct published by the FSA (hereinafter referred to as Principle(s)) and our Policy for Customer Focused Business Practices

FSA’s Principle	Our Operational Policy corresponding to the Principle
Principle 2	Operational Policy 1: Customer Focused Business Practices Operational Policy 2: Leveraging the "Voice of the Customer" in Our Operations Operational Policy 3: Providing Optimal Insurance Products and Services Operational Policy 4: Payment of Claims Operational Policy 6: Initiatives for Entrenching Operational Policies
Principle 3	Operational Policy 5: Proper Management of Conflicts of Interest
Principle 5	Operational Policy 3: Providing Optimal Insurance Products and Services Operational Policy 4: Payment of Claims
Principle 6	Operational Policy 3: Providing Optimal Insurance Products and Services Operational Policy 4: Payment of Claims
Principle 7	Operational Policy 1: Customer Focused Business Practices Operational Policy 6: Initiatives for Entrenching Operational Policies

*1　Principle 4, Principle 5 (Note 2) (Note 4), Principle 6 (Note1) through (Note 4) are not covered by our Operational Policies because they do not apply to us considering the type of our business or we do not handle any applicable products or services.
*2 For more information about the FSA’s Principles, please see the FSA’s website.