Samsung Fire & Marine Insurance, a leading non-life insurer, has maintained its position as the top player in the auto insurance sector for an impressive 28 consecutive years. The company has also led the Korea Industry’s Customer Satisfaction (KCSI) survey for 15 years, marking the longest such streak in the financial industry.
Known for its commitment to innovation, Samsung Fire & Marine Insurance strives to provide exceptional value to its customers and society. With a mission to “grow with employees and contribute to the development of society and humanity,” the company continues to seek ways to improve its offerings for a better tomorrow.
Beyond traditional satisfaction measures, Samsung Fire & Marine Insurance has focused on deeper customer engagement. The company operates a communication system designed to collect diverse customer feedback and incorporate it into its management processes.
The company has systematized consumer feedback through its “real voice” initiative, which gathers input on customer inconveniences (VOCs) and works to identify areas for improvement. This feedback is prominently displayed on the main screen of the company’s internal work system, ensuring that all employees—from executives to staff—remain mindful of consumer protection and maintain a consumer-oriented management approach.
Additionally, Samsung Fire & Marine Insurance pioneered the establishment of a “Customer Rights Protection Committee,” the first of its kind in the industry. This committee, composed of external experts such as lawyers and specialists, provides fair and objective mediation in insurance disputes, having handled over 150 cases to date.
In its efforts to enhance customer convenience, Samsung Fire & Marine Insurance is leveraging AI technology. The company’s patented “Long-term U” system, introduced in the first half of 2024, uses machine learning to swiftly determine the optimal collateral based on a subscriber’s notice and insurance claim history. This innovation ensures a more efficient and personalized experience for policyholders.
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