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.

Cathay Life Wins Top Honor in Treating Customers Fairly for the Seventh 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 seven consecutive years. Since the launch of the evaluation, it remains the only life insurance company to receive this distinction every year.

Cathay Life Wins Five Stevie Awards, Earning Global Recognition for AI Innovation and Service Excellence

In recognition of its outstanding achievements in AI capabilities and customer service, Cathay Life received a total of five awards, including three Gold, one Silver, and one Bronze, at the Stevie Awards for Sales & Customer Service and the Asia-Pacific Stevie Awards. These accolades highlight Cathay Life’s long-standing customer-centric approach and its commitment to driving innovation through technology while continuously enhancing the customer experience.

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 「Customer Relationship Management and Fair Treatment Services 」and Section 6.5.1 Treating Customers Fairly of the Sustainability Report.

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.

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.

Personal Information Protection

In response to rapidly evolving new technologies and emerging threats, Cathay FHC and its major subsidiaries have taken proactive measures to safeguard customer rights by adopting and obtaining certification for the international standards BS10012:2017 Personal Information Management System and ISO 27001 Information Security Management System. For details, please refer to Section 6.5.4 Personal Information Protection of the Sustainability Report.