To fulfill its social mission as a non-life insurer, even during normal times, Tokio Marine & Nichido focuses on disaster-response measures such as formulating a Business Continuity Plan (BCP)* as part of efforts to ensure it works in concert across the company to provide quick and proper claims services in the event of an actual disaster.
Business Continuity Plan (BCP) *
Tokio Marine & Nichido has formulated a Business Continuity Plan (BCP) to ensure that it can continue its important business operations as a non-life insurer, such as receiving claims, paying on claims and concluding policies in the event of a natural disaster such as an earthquake or a typhoon, both in the disaster-stricken area and elsewhere.
*A BCP is a plan established in advance for the continuation and recovery of the company's important business operations in the event of disasters or similar incidents.
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Principles of employees' conduct
- To check the safety of customers, employees and their families, agents and others
- To make every effort to cooperate in securing safety in the local communities
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Basic policy for business continuity
To give top priority to the continuation of important business operations by supplying resources such as personnel, funds and others as needed
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Anticipated risks and damage
The worst-case scenario envisions damage to the Head Office building and the Tama Systems Center in an earthquake striking the Head Office building with a seismic intensity (on the Japanese scale) of greater than 6, making both facilities unusable for a certain period of time.
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Selection of key business operations
The operations selected as important business operations are receiving of accident notices; payment of claims, maturity refunds and other payables; and the conclusion of insurance contracts.
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Setting a recovery target
Should the Tama Systems Center become unavailable for use, we envision that key operations initially will be handled manually, whether taking place inside or outside the area affected by the disaster, and the backup systems needed for the continuation of important business operations will be up and running within 24 hours.
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Setting up required organizations and framework
The Head Office Disaster Response Headquarters under the authority of the President will be set up at the Head Office. In the event of damage to the Head Office, the Kansai Backup HQ will be established in the Kansai region. In addition, the Disaster Response Promotion Team has been established as a standing organization that handles on a regular basis efforts related to responding to disasters.
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Measures for continuation of key operations
In addition to the preparation of the planned location for establishing the Head Office Disaster Response Headquarters, advance preparation for substitute head office locations, preparation for backup information systems and the adoption of a system for checking employee safety, various manuals have been prepared for individual roles and levels.
Various types of education and training programs have been implemented for individual roles and levels such as desktop training for the president and other directors, and training for all employees.
In addition to inspections conducted by the Disaster Response Promotion Team on the progress of disaster-response measures at all branches and audits performed by external organizations, appropriate improvements and corrections are made for any inadequacies identified during these inspections and audits.
At a regular annual meeting on disaster-response measures and other meetings, the president and other directors review all aspects of these plans.
Preparation of a Claims Service Structure for Use in the Event of a Disaster Striking the Metropolitan Area
Should the Head Office facilities become unusable because of a disaster striking the Metropolitan area in particular, a Kansai Claims Service Backup Headquarters would be set up within the Kansai Backup HQ to attend to initial-stage needs such as receiving accident notices from the disaster-stricken area (the Metropolitan area) until lifeline and other services are restored in the areas. Claims cases already accepted prior to the disaster in the Metropolitan area shall be allocated to and handled by claims service bases throughout Japan.
In the Metropolitan area struck by the disaster, a Claims Service Headquarters and its subdivisions would be set up within the Head Office Disaster Response Headquarters, with the Claims Service Dept. in charge of Tokyo and Chiba, Saitama and Kanagawa prefectures at its helm. Support personnel will be assigned to the Claims Service Headquarters from facilities across Japan, and a unified provision of claims services would begin at five other facilities.
An infrastructure needed to provide claims services swiftly to the Metropolitan area in the event of a natural disaster has been built in advance in the locations where the Kansai Claims Service Backup Headquarters, the Claims Service Headquarters and separate subdivisions would be established. Also, we have established a scheme of dispatching support personnel as needed in all in the company.
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