Customers

SFMI provides products and services from the perspective of customers and puts top priority on customer satisfaction.

Customer Satisfaction

SFMI takes customer satisfaction as its top priority and innovates all service systems with a customer-centric approach.

Customer-centric Business Activities

At SFMI, we have appointed a CCO(Chief Customer Officer) directly under the CEO and operate Consumer Policy Team to proactively plan and implement customer–oriented activities. Moreover, for prompt resolution of any customer grievances, SFMI expanded operation of Customer Protection Center to six areas across the country (Gangbuk, Gangnam, Gangseo, Gyeonggi, Chungcheong-Homan, and Busan-Daegu) and assigned 40 experts with ample experience in sales and claims.

  • What is Customer Panel System? SFMI established “Customer Panel” in 2005, which was first of its kind in Korean non–life insurance sector, with the purpose of offering products and services that meet the needs of customers. CEO and key management executives participate in the Customer Panel and reflect suggestions from the Panel in the company’s strategy to improve business management as well as products and services. A total of 27 rounds of Customer Panel meetings were held and approximately 790 tasks have been Implemented from 2005 to 2019. The results from the Panel’s four–month activities are shared across the company via presentations and reflected through implementation of customer–oriented management policies.
  • Customer Satisfaction Awards
    • No. 1 NCSI rating in the domestic non-life insurance industry for 19 consecutive years
    • No. 1 KCSI rating in Korean industry for 22 consecutive years
    • No. 1 KS-SQI rating in the auto insurance sector for 18 consecutive years, in the long-term insurance sector for 6 consecutive years
    • Inducted into Korea Service Grand Prize Hall of Fame for the first time in the domestic non-life insurance industry
    • Inducted into Customer Satisfaction Management Award Hall of Fame as the first domestic non-life insurance company
    • Acquired CCM certification from Korea Fair Trade Commission
    • Top financial company in FSS evaluation on customer grievances for three consecutive years

Customer Information Protection

  • Information Protection Management System For a stringent information protection and security management, SFMI appointed Chief Security Officer (CSO), CISO(Chief Information Security Officer), and CPO (Chief Privacy Officer), and designated credit information management /protection director. It also operates the Information Protection Committee composed of major executives as a decision–making body to discuss security issues and IT Security Working Group composed of security-related departments including Information Protection Department, and IT Security Department to develop and control security policies on a regular basis. In 2014, the company acquired the certification of Information Security Management System (ISMS) from the Ministry of Science and ICT and has maintained the status through rigorous annual evaluation.
  • Information Protection Activities Using its security–specialized organizations, SFMI is conducting a diverse range of activities: reinforcement of internal security regulations, encryption of customer database, operation of information protection system, 24–7 cyber monitoring and regular safety prevention activities, separation of work network from internet, on-line and off-line security education, regular and multifaceted security checks, etc. The company strengthens internal control on treatment and management of customer information from collection and use to disposal.
  • Recognition for High-level Security
    • Certified as excellent web site for Personal Information Protection (ePRIVACY) (2002~2018)
    • Certified as a safe internet site (i-Safe)(2000~2018)