Complaint reduction targets set at 15% and 20% for Q3 and Q4

Three complaint categories identified for intensive management

As part of its "Three Major External Complaint Reduction Campaign," staff from Samsung Life's consumer protection division visit sales offices to conduct complaint-prevention education sessions. [Samsung Life Insurance]
As part of its "Three Major External Complaint Reduction Campaign," staff from Samsung Life's consumer protection division visit sales offices to conduct complaint-prevention education sessions. [Samsung Life Insurance]

Samsung Life Insurance said Wednesday it reduced external complaints by more than 10% within about a month of launching its "Three Major External Complaint Reduction Campaign" last month, compared with the first quarter of this year.

The campaign was designed to prevent customer inconvenience and strengthen consumer-centered management. Based on frequency and preventability, Samsung Life selected three priority external complaint categories: complaints related to personal information and inadequate disclosure, complaints involving misselling of policies within two years of enrollment, and complaints about insufficient explanation and service quality during policy maintenance and insurance claim processes.

Drawing on its analysis of external complaint trends, the company produced complaint-prevention materials and field response guidelines. Staff from the consumer protection division have been visiting sales offices to conduct training sessions. On June 8, the head of the consumer protection team visited the Seomyeon regional office to deliver prevention education to consultants and employees.

Alongside the training, Samsung Life has been operating a "Three Major External Complaint Intensive Management System" throughout the campaign period. Led by the consumer protection division, the system monitors each department's complaint-reduction tasks and provides tailored support, bringing a structured approach to cutting complaints.

The company aims to sustain the momentum, targeting a 15% reduction in the third quarter and a 20% reduction in the fourth quarter.

One consultant who took part in the training said building customer trust matters more than selling insurance products, adding that the sessions reinforced her commitment to complete, transparent sales that do not undermine that trust.

"Preventing complaints is the most fundamental activity for strengthening customer trust," a Samsung Life Insurance official said. "We will work to further deepen the trust that connects our customers with Samsung Life Insurance through this campaign."

Meanwhile, the total number of complaints in South Korea's life insurance industry reached 4,888 in the first quarter of this year, up 24.6% from the same period last year. External complaints led the overall increase, rising 37.7%.


psj@heraldcorp.com