The Inaugural 'Taiwan Financial Industry Treat Customers Fairly Survey' has Recognized Three Major Subsidiaries of Fubon Financial Holdings

Fubon Promotes Innovative Services for Diverse Groups, Taking a Strong Lead in Anti-Fraud Actions and Upholding the Values of Treating Customers Fairly and Fostering a Friendly Financial Environment

Fubon Financial Holdings has once again received recognition for its commitment to treating customers fairly. The "Taiwan Service Appraisal Association", responding to the needs of a super-aged society and in line with the Financial Supervisory Commission's "Treat Customers Fairly Principles," conducted the inaugural "Taiwan Financial Industry Treat Customers Fairly Survey" this year. After evaluations by 50 charitable organizations, Fubon's three major subsidiaries-Fubon Life, Taipei Fubon Bank, and Fubon Securities-were awarded the "Outstanding Experience Enterprise" title in their respective categories of life insurance, banking, and securities. Fubon is focused on maintaining a positive approach to treating customers fairly which enhances the effectiveness of its friendly financial services.

Fubon Life: Implementing the Treat Customers Fairly Principles from the Top Down to Promote Innovative Services for all Groups

To deepen the commitment to the principles of treating customers fairly, Fubon Life has established a Sustainability Development Committee under its board of directors. This committee oversees the implementation of these principles, fostering a shared understanding among all company members. It collaborates with various departments to integrate the ten principles of treating customers fairly into every aspect of the product and service lifecycle. The company diligently executes the guidelines of Inclusion, Diversity, Equity, and Action, continuously offering diverse financial products and services tailored to meet the needs of various social groups. This approach reinforces a human-centered philosophy, earning Fubon Life recognition as one of the top 25% of life insurance providers in the "Assessment of the Implementation of Treating Customers Fairly Principles" by the Financial Supervisory Commission for two consecutive years in 2023 and 2024.

In addition, Fubon Life is committed to creating a friendly financial environment by offering tailored financial services to diverse groups. The company has implemented an online reading feature on its official website to provide accessible services for visually impaired individuals. Additionally, the Fubon Life Insurance app has introduced a dedicated section for financial-friendly services, featuring a user interface designed specifically for the elderly and visually impaired, along with mobile voice guidance capabilities. This initiative aims to simplify access to essential functions and bridge the digital divide. Moreover, a "Microinsurance Product Section" has been established to promote microinsurance offerings, thereby safeguarding economically vulnerable populations and building a social safety net, all while advancing a corporate culture that emphasizes treating customers fairly.

Taipei Fubon Bank is Committed to Fostering a Friendly Financial Environment and Promoting Collaborative Efforts Against Fraud

Embracing the concept of "361 degrees, adding a degree of warmth to the heart," Taipei Fubon Bank is committed to improving the service experience and safeguarding the rights of its varied customer base. In Taiwan, all 179 branches are equipped with voice-enabled ATMs for visually impaired customers, and a real-time transcription service has been introduced for customers with hearing impairments in order to create a comprehensive barrier-free financial environment. Taipei Fubon Bank has also extended its friendly services to families with disabilities by designing specialized financial skills training for students with special needs, thereby establishing a new model for the employment transition of individuals with disabilities in Taiwan.

Taipei Fubon Bank has developed specialized products for the elderly customers, including care trusts, policy activation, and small amount whole life insurance. In collaboration with the Hondao Senior Citizen's Welfare Foundation, we offer seniors convenient and reliable trust services. We are also actively promoting fraud awareness and developing care and control mechanisms for sales processes targeting the elderly. Our initiative includes establishing a dedicated healthy aging counter at branches, a healthy aging hotline, and a healthy aging section on our website, collectively referred to as the "Three Healthy Aging" services, to enhance the financial experience for the elderly.

To enhance the efficiency of fraud prevention and anti-money laundering measures, Taipei Fubon Bank has developed the "Eagle Eye Model" and the "Hawk System." In collaboration with 35 financial institutions, they established the "Eagle Eye Anti-Fraud Alliance." In 2024, the "Eagle Eye Model" identified 985 suspicious account transactions and froze over NT$29 million in abnormal account funds. Additionally, the bank successfully intercepted 644 fraud cases, preventing losses amounting to NT$716 million, thereby effectively assisting the public in reducing fraud-related losses.

Fubon Securities has been Recognized with the Excellence in Customer Experience Award for its Commitment to Treating Customers Fairly

Fubon Securities is committed to the principle of treating customers fairly and strives to offer a range of customer-friendly financial services. This recent award signifies the successful implementation of treating customers fairly which garnered widespread recognition from the public.

Fubon Securities has announced that to enhance the quality of service for its customers, the company regularly conducts secret shopper evaluations at its various branch offices to assess the implementation of financial-friendly services. Additionally, the company provides a range of supportive tools to cater to the needs of individuals with hearing and speech impairments, visual impairments, and the elderly customers. The company is also committed to protecting customer rights by continuously improving its complaint handling processes, upgrading the reporting levels for complaints, and ensuring timely responses to customer feedback, thereby significantly increasing overall customer satisfaction.

In recent years, investment fraud has become increasingly common. Fubon Securities is actively engaged in anti-fraud initiatives and has produced a series of anti-fraud videos. These videos are disseminated through various channels to educate customers about fraud prevention. The company has initiated a program this year to develop dementia-friendly training courses which will be implemented in the workplace to support individuals with dementia. In the future, the company will maintain its commitment to treating customers fairly and demonstrate its focus on prioritizing the needs of its customers.