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Treat Customers Fairly

Treat customer fairly
executive committee

Treat customer fairly executive committee

The TCF Executive Committee was established under the guidance of the board of directors.  Chaired by the president, TCF Executive Committee is composed of senior management team and the head of Compliance, and Chief Customer Officer is the supervisor. The committee helps cultivate the TCF culture and assures the implementation in the corporation.

In addition, the Customer Service department is a dedicated department, and other departments has formed a TCF working group to roll out relative projects.

Implement the principle of treat customer fairly from the directors to all employees.

The board of directors values and actively leads the principle of treating customers fairly (TCF)

The board of directors and senior managers attach importance to financial consumer protection and actively participate in the following specific activities to lead and promote the principle of Treat Customer Fairly.

​The PCALT Board of directors is responsible for supervising and guiding the principles of Treat customer Fairly, not only promoting related policies and internal control managements, but also actively participating in PCALT’s internal training and forums. Furthermore, they monitor the voice of customers via 080 in-bound call recording to understand the status of implementation. Meanwhile, they provide suggestion and feedback to front-line colleagues to enhance our service onwards.

Guiding principle of TCF from the independent directors

Principle 1. Understand the age and gender of customers and provide suitable products and services.
  1. We design insurance products to meet the needs of customers from different ages and genders (such as children or retirees)

  2. We value the right of our customers to choose the insurance that suits them. Strengthen the education and training of product applicability for employees to help them find suitable customers.

  3. Our customer service staff explain to and assist customers in a way that they can understand. More than 90% of customers can get an immediate answer over the phone.

Principle 2. Practice customer-centricity, focus on customer needs, and provide customer satisfaction services with reasonableness.
  1. In response to pandemic restrictions, we provide flexible measures to allow customers to purchase insurance products and enjoy various services without leaving home. We have also created convenient and paperless green financial services.

  2. We are devoted to have customers receiving insurance benefits and cleanup of unpaid insurance payments of the year as early as possible.

  3. We conduct satisfaction surveys monthly to actively understand customer needs and frictions and continue to track and provide solutions. The average customer satisfaction rate is 99%.

Principle 3. PCA Life Assurance treats people of different ages and backgrounds equally. For disadvantaged people, we especially provide necessary careness.
  1. Treat all types of customer groups fairly without preset limits. If we encounter disadvantaged groups, we will evaluate them based on their personal circumstances.

  2. Sincerely care about multiethnic

    • For the elderly or immigrant customers, we will slow down, adjust the volume, explain in simple words, and provide a caring and friendly insurance experience

    • We provide a toll-free dedicated line for claims, and provide dedicated services according to specific needs

  3. Bilingual services in Mandarin and Taiwanese

    • For Taiwanese speaking customers, we will interact with them and explain product contents in Taiwanese, and provide cordial telephone interview service.