1. 國泰金控
  2. Sustainability
  3. Sustainable Operations
  4. Customer Service
客戶服務
客戶服務

Customer Service

Over 14 million in Taiwan are our customers, meaning that one out of every two people is a customer of Cathay. We have held the business philosophy of being "customer-centric," and aim to provide friendlier products and services that better meet customers' needs in everyday life. Cathay values customers' opinions.
Over 14 million in Taiwan are our customers, meaning that one out of every two people is a customer of Cathay. We have held the business philosophy of being "customer-centric," and aim to provide friendlier products and services that better meet customers' needs in everyday life. Cathay values customers' opinions.

Cathay Life Wins Top Honor in Treating Customers Fairly for the Sixth Consecutive Year

Cathay Life has continued to earn recognition from regulators, being ranked among the top 25% of companies in the Treat Customers Fairly Evaluation for six consecutive years. Since the launch of the evaluation, it remains the only life insurance company to receive this distinction every year.

Cathay Life Pioneers “Virtual Counter” OMO Service, the Only Life Insurer in Taiwan Recognized Internationally

With innovative and caring customer service, Cathay Life continues to enhance the quality of its digital services. The company has been honored for nine consecutive years with the Stevie Awards® for Sales & Customer Service (U.S.). It has also received recognition in the Asia-Pacific Stevie® Awards, winning the Gold Award for Innovation in Customer Service Contact Center and the Silver Award for Innovation in the Use of Technology in Customer Service.
Treating Customers Fairly

Cathay places great importance on Treating Customers Fairly (TCF) and integrates the spirit of fairness into its core businesses, actively safeguarding customer rights and interests. For details, please refer to Section 6.5.1 Treating Customers Fairly of the Sustainability Report.

了解更多
Customer Satisfaction

Cathay actively integrates into customers’ daily lives through diversified channels and comprehensive services. With robust training programs, the company instills its service philosophy across all employees, strengthening customer relationships and safeguarding their rights and interests, while continuously enhancing service quality. For details, please refer to Section 6.5.2 Service Quality & Customer Satisfaction of the Sustainability Report.

More
Customer Experience

Since 2016, Cathay has adopted the Net Promoter Score (NPS) to review the customer service journey and continuously enhance the customer experience. For details, please refer to Section 6.5.3 Optimize Service Experiences of the Sustainability Report.

More
個資保護

為貫徹個人資料管理，國泰金控設有「個人資料管理委員會」，建置完善個人資料管理制度。面對變化迅速的新科技與新攻擊，積極為客戶權益嚴格把關，其下之主要子公司國泰人壽、國泰世華銀行及國泰產險接續通過「BS 10012:2017個人資料管理系統」國際標準認證，持續提升個資防護機制，提供客戶安全無虞的服務及系統環境。

了解更多