Risk Management
- Prevention
- Management
- Evaluation
- Enhance stability
- Respond effectively
- Protect trustworthiness
Integration Risk Management System
HLI is equipped with a companywide integrated risk management system to evaluate uncertainties in the financial market and our business environment and prevent risk factors. We have the Risk Management Committee, the Risk Management Council, and the Risk Management Team in our risk management organization, and they are independent from any internal and external influences. In addition, HLI has a systematic risk management process as well as related systems in place.
Effective Risk Management Strategy
Our top priority in risk management is to enhance the stability of the customer assets by comprehensively managing diverse risk factors for the product and asset management. For an effective risk management, HLI established the permissible limits of risk exposure, and pursue investment strategies focusing on a comprehensive assets and liabilities management (ALM). Accordingly, HLI plans and runs mid- and long-term target portfolios of assets in consideration of the cash flows of the liabilities.
BCM International Standard Certification
In 2013, Hanwha Life became the first Korean life insurer to obtain ISO22301, the international standard for business continuity management (BCM). The certification evaluates a company’s capability to restore its core operation system, in the shortest timeframe possible, in case of natural disasters and other catastrophic events to maintain a certain level of business continuity. Since 2011, we have been conducting an enterprise-wide BCM project to establish a global-standard risk management system. The ISO22301 certification represents an international recognition of Hanwha Life's reliability.
A Happy Workplace Promoting Work-Life Balance
HLI endeavors to maintain the most competitive employee compensation and benefits in the industry, in order to provide the employees with a sense of fulfillment at work and stability at home. Our employee benefits include employee housing, regular medical check-ups, stays in hotels and resorts, allowances for significant family events, tuition support, group insurance, grants for working condition improvement, refreshment leave, half-day off, and prenatal check-up leave, and many other selective employee benefits. For female employees who are pregnant or have children, HLI provides the “Moms’ Package,“ a comprehensive program supporting working moms during pregnancy, childbirth, and childrearing. Besides providing expectant mothers with maternity essentials, the package allows those who suffer from subfertility or infertility or who need to have prenatal diagnosis, to have their leave anytime they need to visit hospitals, and prevents female employees who gave birth from working overtime for a year after childbirth.
Distinct Services to Satisfy Customer Needs
HLI is committed to developing distinct services for our unique customers and their needs. We provide diverse health care services to our Whole Life, CI, and Annuity Insurance customers including convenient medical services and provision of healthcare information. For the VIP customers, HLI operates the VIP Call Center as well as other premium services and benefits such as total wealth management and anniversary celebration. The ‘Building a Happy Workplace’ program is HLI’s service for corporate and public sector customers that provides HLI’s CS education program and lecture series so that those companies and government agencies can improve the satisfaction of their own customers as well as employees.
Communications with Customers
HLI maintains diverse channels of communication with our customers. Our Call Centers in Seoul, Busan, and Daejeon offer product information and handle customers’ applications for claims and policy loans as well as other insurance-related affairs through representatives and ARS. On average, 95% of the customer’s calls are answered within 20 seconds, and results in the HLI Call Centers providing an industry leading level of services. HLI operates the Customer Panel System and conducts the Focus Group Interview (FGI) so as to learn our customers’ needs directly and to reflect our customers’ point of view in HLI’s every operation. The Customer Panel evaluates our service quality and customers’ satisfaction level, and shares ideas for new products and services. The opinion, suggestions and needs of customers grasped by the customers are being reflected in HLI’s management scheme to improve the business operations. At the same time, HLI provides diverse information, and studies the interests and trends of the younger generation through SNS channels such as a blog, Facebook, YouTube, and Twitter.
Domestic and International Recognitions of HLI’s Customer-Focused Management
HLI’s customer-focused management is being highly recognized at home and abroad. The company won the Korea Service Grand Prix for five consecutive years since 2010 and received the CCM Certification for five times in a row since 2007. HLI’s Customer Centers and Call Centers have ranked No. 1 in the Korean Service Quality Index (KSQI) survey’s customer center category for six years in a row since 2010 and in the call center category for four years in a row since 2012, respectively. In addition, HLI became the first life insurer that obtained the CMMI Level 3 and ePRIVACY and PIPL (Personal Information Protection Level) certification for its Excellence In Information Security And Customer Privacy Protection.