In recent years, global pandemics, geopolitical tensions, and inflation have intensified the VUCA (volatility, uncertainty, complexity, ambiguity) environment. Taiwan, situated on a seismic belt, frequently faces natural and man-made disasters. As the world confronts challenges like societal change, climate issues, and pandemics, the insurance industry must evolve to enhance agility and serve as a resilient backbone.

Nan Shan Life established an emergency response SOP for major incidents, leveraging its vast network of partner hospitals, over 30,000 agents and employees across Taiwan. This enables rapid actions in the wake of accidents or natural disasters, delivering aid and resources to both policyholders and non-policyholders. This effort underscores the critical role of the insurance industry in forming a robust social safety net.

The life insurer is also keeping a close eye on how its customer base is changing, and the new demands that has been arising post-COVID.

With over 60 years of experience in Taiwan, Nan Shan has served more than a quarter of households nationwide. As a result, the company think ahead for the benefit of over 6m policyholders.

Responding to aging demographics and declining birth rates, Nan Shan implements two key strategies: ‘service empowerment’ and ‘digital empowerment’. These initiatives align with the company's commitment to sustainability – Nan Shan as the source of excellent insurance and the backer of good health – and aims to solidify Taiwan's health capital.

Marching forward

Nan Shan Life is the largest non-financial-holding life insurance company in Taiwan, and the company intends to take advantage of its market position.

Over time, the company have accumulated invaluable experience to foresee risks and transform them into opportunities. This gives Nan Shan the confidence and capability to protect our customers by offering more diverse coverage.

Safeguard customers' health and wealth, preparing for the future

Proactive health engagement: Insurance is not just about claims after illnesses occur. Nan Shan aim to proactively connect with "health" by taking the initiative to protect the well-being of our policyholders, becoming a backer of national health.

Promoting health awareness: At the end of 2024, the company sponsored a large-scale city marathon for the first time, encouraging participants to invest in their "health account" through running. This initiative promotes daily healthy habits to help individuals maintain their health and longevity while building a healthier Taiwan.

Support for diverse sports events: The company have sponsored events such as the "Chen Chang Ming Award," supporting Taiwan’s long-distance runners. By sponsoring sports in rural elementary schools, the company are laying the groundwork for students’ physical education and embodying our cultural value of fostering health.

Innovate with digital services, enhancing customer engagement

Transforming service centers: To ensure fair treatment and inclusive financial access, Nan Shan is upgrading it’s customer service centers nationwide. Service desks now provide "Important Policyholder Rights" explanations in eight languages via QR codes with both text and audio options. The Company is also introducing measures tailored to elderly and new immigrants, with regular training sessions for staff to stay updated on the latest trends.

Enhancing operational efficiency: By integrating and optimizing digital tools, the company allow agents to focus on high-value sales and services, fostering trust with clients. Additionally, digital tools continuously accumulate data for feedback, enabling more precise future services and identifying new business opportunities.

Expanding health services: Leveraging the market advantage in spillover-effect products: Nan Shan integrate these with differentiated value-added services, such as our "Health Guardian Circle," focusing on long-term care and critical illnesses to meet national needs. This approach improves customers’ stickiness to the Nan Shan brand.

Meeting unfulfilled needs: Nan Shan continuously explore unmet demands, providing customized coverage for different life stages, financial planning, and family structures. For example, our highly praised "MOMMY CARE Term Insurance" supports women navigating late marriage and childbirth trends. Meanwhile, our diversified long-term care products empower individuals to choose their desired lifestyle in old age amid Taiwan’s aging and low-birth-rate trends.

Leading the industry in ESG and sustainable growth

Actively engage in international sustainability efforts: For two consecutive years (2023 and 2024), the company participated in the United Nations Climate Change Conference (COP) and were the only Taiwanese insurance company to attend the World Climate Summit. The company delivered a keynote on "Climate Resilience and Health – Financing Strategies for a Healthier Future," emphasizing the role of financial products and services in risk mitigation and transfer.

Caring for vulnerable communities: Since 2023, the company have launched the "Care for Remote Indigenous Villages Program” project, collaborating with hospitals and NGOs to address healthcare accessibility challenges in remote areas. By focusing on chronic disease education, aiming to enhance health awareness and resilience in these communities amid climate change.

Driving sustainable health leadership: Since the launch of the "Nan Shan Charity Foundation’s medical care program" in 2013, more than NT$530m in medical subsidy funds have been provided, assisting 45,000 economically disadvantaged families in emergency situations to overcome the difficulties of accessing medical treatment and mitigating the impact of climate change on human health.

A responsibility to sustainability

Nan Shan has also been a champion for sustainability for many years. By dedicating resources and expanding advocacy efforts, the company aim to fulfill our role as a social safety net. A stable and prosperous society is the foundation for Nan Shan's sustainability, and the company firmly believe that humanity deserves a better future.

Link to Nan Shan’s Leading Record

https://www.nanshanlife.com.tw/nanshanlife/en/leading-records