SOMPO’s Purpose
Value Creation Cycle : Route of Existing Business
Expansion of our customer base through the provision of high-quality products and services based on co-creation mind
At the Sompo Group, employees are motivated by My Purpose, the driving force for the realization of SOMPO’s Purpose. All of the Group’s employees are working as one in existing business domains to provide high-quality services through co-creation with partners and thereby expand our customer base. This part will introduce specific examples of such efforts at each Group company, along with the thoughts of the employees involved in these efforts.
* Figures are actual results for FY2021
* Priority sales products include Medical Master, Nyuin Passport, New DRIVING! and UGOKU
Expansion of our customer base with the co-creation mind
Highly-engaged employees driven by My Purpose are shifting to high-value-added operations through operational innovation, and are working eagerly on co-creation with partners to provide the market with high-quality products and services that support customers’ lives in diverse business domains. Through these efforts, we aim to further expand our customer base and achieve business growth by enhancing customer evaluations based on trust and empathy.
Creation of high-quality products and services through co-creation with partners and customers
In order to fully and appropriately reflect the opinions obtained from the market obtained by employees with diverse values in the development of products and services, we actively engage in co-creation with partners and customers. We aim to create high-quality products and services that are not limited by our own technologies and expertise.
The “Nyuin Passport” thoroughly reflects customers’ needs
Sompo Japan Insurance
The new medical insurance “Nyuin Passport,” launched in June 2021, was created reflecting opinions from over 10,000 customers.
The product was developed after repeatedly conducting street interviews, qualitative and quantitative surveys, and the like with customers, thoroughly considering what customers wanted. Focused on customer views such as, “There is a burden on families left behind after someone is hospitalized,” “Concerns about having enough money in the event of hospitalization,” and “The many administrative procedures are cumbersome,” we realized the industry’s first coverage and a procedure that can be completed via smartphone. This product provides peace of mind from before hospitalization to afterwards, creating an environment in which customers can focus on their treatment.
“ONE SOMPO WIND Services” contribute to realizing a net-zero society
Sompo Japan Insurance
In Japan, the spread and stable supply of renewable energy is a major challenge in working toward the net-zero society that the world is striving to achieve. Although offshore wind power has great potential and is expected to be introduced in the future, one of its issues is that it is exposed to various risks such as typhoons, lightning strikes, and other natural disasters, as well as accidents such as those involving undersea cables. Based on joint research with the University of Tokyo, our Group developed a risk assessment model and launched “ONE SOMPO WIND Services,” which is comprehensive insurance that covers various risks for offshore wind power operators and includes risk assessments from construction work to business operations. In this way, we support offshore wind power operators in Japan and contribute to the spread of renewable energy.
Co-creation with HL Advisors who provide high-quality products and services
Sompo Himawari Life Insurance
Sompo Himawari Life Insurance recognizes Himawari Life advisors as life insurance sales representatives of the highest quality who combine “high consulting and proposal skills,” “realization of health support,” and “customer-centric operation.” Under the motto of “Creating together ” with HL Advisors, we provide customers with the value of Insurhealth® which combining the traditional role of life insurance to prepare for any possibility with day-to-day healthcare support functions. and deliver “security, health, and wellbeing,” thereby increasing the number of new customers who appreciate Insurhealth®. We will also work on co-creation to realize a Health Support Enterprise by utilizing the views of HL Advisors who are closest to our customers.
“Eyeco Support” development through dialogues with visually impaired
Prime Assistance
With the desire to offer “service that only people can provide,” Prime Assistance (PRA) developed “Eyeco Support” to meet the needs of people with vision disabilities who want to freely go out whenever they wish. This service was developed through a trial-and-error process involving dialogues with visually impaired. By providing information on the surrounding area obtained by operators via smartphone images, the service enables timely access to necessary information and greatly expands the choices and range of activities for people with vision disabilities. We are expanding our circle of co-creation through demonstration experiments with local governments, airlines, and railroad companies that share the same awareness of the issues involved in this service.
Shifting to high value-added services that only people can provide
The Sompo Group is working to shift to a work style that aims to provide high valueadded services that only people can provide, such as creating more time to spend with customers, by promoting operational innovation through the use of digitalization and technology.
Future Nursing Care Creation Project aiming to improve the quality of nursing care and reduce the workload of caregiving staff
Sompo Care
This project aims both to improve the quality of nursing care and to reduce the workload of caregiving staffs by reviewing work at nursing facilities from the perspectives of “facility management,” “care management,” and “nursing care services.”
Specifically, we are utilizing the latest technology and real data to create more time by reviewing work processes, and are promoting efforts to provide optimal services to users by spending more time on “tasks that only people can do,” such as talking with them.
Improvement of care quality
We provide the highest quality nursing care services that only people can provide by offering optimal care for each individual (meaning custom-made care) based on the philosophy of “respect humanity” while being careful about people’s mental and physical conditions, and values such as “what people can do” and “what people want to do.”
As part of this, we are focusing on helping our users to live their lives to the end in their own way by utilizing our original “Yumeyui Note,” which allows them to make a record of their lives thus far and dreams they wish to realize, and to share their individual values and goals for their lives.
Reducing the workload of caregiving staffs
By introducing technology into nursing facilities, we are working to satisfy our users and reduce the workload of frontline staffs.
For example, the “Biami” shower bathing device for nursing care not only allows users to bathe comfortably without fear of drowning, as there is no need to fill the bathtub with hot water, but also reduces the workload of caregivers by allowing one person to assist bathing in a special bathtub, which normally requires two people.
Providing high-quality products and services that solve social issues
Through accelerated cooperation to enhance product and service capabilities and business innovation aimed at providing high value-added services, the Sompo Group is working to provide high-quality products and services that solve social issues and support our customers’ business innovation and lifestyles.
“Medical Master” to solve the issues of SME proprietors
Sompo Japan Insurance
To fulfil the needs of SME proprietors desiring to take good care of their employees and easily obtain insurance, we have been offering the new product “Medical Master” for SMEs since June 2021. This product is paid for by the company without requiring employees to pay premiums, and covers not only tangible assets owned by the company, but also the people who support the company, such as proprietors and employees. SME proprietors wishing to enhance their employee benefit programs to be just as good as those of large companies in order to secure talented employees and prevent turnover have been highly impressed with the simplicity of the procedures, including the fact that it is not necessary to register or provide notification of employees. Through this product, we protect a wide range of SMEs and their employees from various risks.
Providing cancer insurance that offers total support from before onset to post-treatment care
Sompo Himawari Life Insurance
The “Health Support Cancer Insurance: Yuuki no Omamori” launched in October 2021 provides total support from before onset to post-treatment care. It is a “new form of cancer insurance” that is both rational and compatible with the latest cancer treatments based on the High-cost Medical Expense Benefit system. Smokers who successfully quit smoking after enrollment can change to a less expensive non-smoker premium rate. Furthermore, we have introduced the industry’s first system in which premiums are not charged for the first three months of cancer coverage from the time of concluding the contract.
Expanding our customer base based on trust and empathy
We are working to expand our customer base, which will support steady business growth, by earning the trust and empathy of customers and society in each of our business domains through provision of cooperation-oriented high-quality products and services.
No. 1 in the agency-based non-life insurance category of the J.D. Power “2021 Contact Center Support Satisfaction Survey”!
Sompo Japan Insurance
This survey’s purpose is to discover the level of satisfaction of people who used contact center support at financial institutions within the past year for resolving problems, making various inquiries, and gathering information on products and services. Sompo Japan ranked first in the agency-based non-life insurance company category, receiving the highest ratings in all four factors: ease of use, adequacy of information provided and responses to requests, politeness of explanations/ politeness of responses, and time required to solve problems and respond.
Sompo Japan is also working to firmly establish customer-centric work management*, and has established “Customer Survey NPS®” as one of the indicators to evaluate the status of this. Our evaluation by customers who have completed contract procedures and received claims services has improved compared to that before the announcement of the customer-centric work management policy (as of the end of FY2016).
* Sompo Japan conducts customer-centric work management based on a thorough understanding of the customer’s perspective at all points of contact with customers, in accordance with its Management Philosophy.
The number of applications for “Health Support Cancer Insurance: Yuuki no Omamori” has reached 200,000!
Sompo Himawari Life Insurance
The number of applications for “Health Support Cancer Insurance: Yuuki no Omamori” reached 200,000 in July 2022. Customers who have subscribed have commented favorably, noting that “it motivated me to quit smoking” and “the fact that there is no duplication of premiums was a deciding factor in my decision to review my cancer insurance.” It has also been highly evaluated by financial planners and other experts, and has won the grand prize and top place in various cancer insurance rankings. This product, Insurhealth®, is a “new type of cancer insurance” that provides total support from before the onset of cancer to posttreatment care. We will continue to expand the number of Insurhealth® products sold and in-force as we aim to become a Health Support Enterprise.
Sompo Care won the top prize of the “Asia Pacific Eldercare Innovation Awards” for efforts to assist users independence!
Sompo Care
Through its nursing care service, which offers “assistance for independence” that respects each person’s “individuality,” Sompo Care provides “Sompo Care Independence Assistance that Supports Independent Lifestyles” with the concept of improving quality of life (QOL) for seniors. This was entered in the "Operator of the Year—Assisted Living" category and won the top prize.
Under the theme of “Rethinking the Way Eldercare is Provided,” a panel of judges composed of global experts evaluated more than 200 outstanding innovations in eldercare entered from around the world and presented awards in each category.
In order to provide nursing care services that lead to “assistance for independence,” we are working to provide optimal care based on a deep understanding of the needs of each individual senior through care management, conducting educational training and case study sessions for staff as a peripheral approach to assistance for independence, and accumulating and analyzing data through the active utilization of ICT and digital technology. By working to understand the gap between the essential needs of each senior and the content of services provided, we are striving to provide more appropriate nursing care services. Through these efforts, we will increase the number of long-term nursing care customers and support more seniors by providing optimal long-term care services that are individualized and of high quality to each and every senior.
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