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Findings of Disability Considerations Survey in Insurance Companies

On March 15, 2023, the Financial Services Agency (FSA) released the results of a survey that assessed how insurance companies in Japan accommodate individuals with disabilities. The survey aimed to understand the current status of measures taken by various insurance providers, including life insurance companies and non-life insurance companies.

Purpose of the Survey

The survey sought to gather insights on the practices and policies adopted by insurance companies regarding accessibility for individuals with disabilities. The FSA emphasizes its commitment to enhancing the convenience of services for these individuals and encourages insurance companies to learn from each other’s approaches.

Key Findings

The results revealed a comprehensive range of practices across three main categories of insurance providers: life insurance companies, non-life insurance companies, and small-scale short-term insurance providers.

1. Written Communication Support

- Internal Policies for Assisting Individuals with Writing Difficulties: 100% of both life and non-life insurance companies reported having internal regulations for supporting individuals who have difficulty writing, such as those requiring assistance. Small-scale insurers showed a high compliance rate at 97.5%.
- Use of Representatives for Written Communication: All life and non-life insurance companies established internal regulations to allow family members or guardians to assist with written communication, while small-scale insurers reported a 91.7% compliance rate.

2. Support for Visually Impaired Individuals

- Availability of Reading Assistance: Notably, all life and non-life insurance companies indicated they have internal regulations for providing reading assistance to visually impaired individuals, with small-scale providers reporting a 95% compliance rate.
- Data Privacy Considerations During Readings: Both life and non-life insurance providers maintained a 100% rate of assuring privacy during readings. However, small-scale insurers scored 76.9% in this area.

3. Support for Hearing Impaired Individuals

- Regulatory Compliance for Assisting Hearing Impaired: Life insurance providers showed a 95.1% compliance rate for having regulations in place, while non-life companies reached a 97.1% compliance rate. Small-scale insurers were close behind with a 95.9% rate.
- Emergency Communication Support: The survey also presented findings about emergency communication practices, indicating that both life and non-life insurance companies permit alternative communication methods like sign language interpretation and written communication during emergencies.

4. Support for Individuals with Intellectual and Developmental Disabilities

- Internal Regulations: 95.1% of life insurance companies, 97.1% of non-life insurers, and 95.9% of small-scale providers reported having internal regulations for supporting individuals with intellectual or developmental disabilities.

5. Other Noteworthy Practices

- Establishment of Consultation Hotlines: The survey indicates a strong trend among companies to establish consultation hotlines and websites dedicated to supporting individuals with disabilities. For instance, 92.7% of life insurance companies reported having specialized websites for disability support, while 50% offered free consultation hotlines.
- Employee Training Programs: The report highlights the significant commitment to training insurance personnel on disability accommodations, with life companies achieving 97.6% training implementation, which included simulations of various communication methods focused on assisting clients with disabilities.

Conclusion

Overall, the survey results indicate a positive trend towards the incorporation of supportive measures for individuals with disabilities within Japan's insurance landscape. The Financial Services Agency encourages these companies to remain proactive in their practices, prioritizing the convenience and accessibility of their services for all clients. By fostering an inclusive environment and continuing to innovate, the insurance sector can further enhance its offerings and support the community effectively.

For detailed information, organizations and stakeholders can refer to the complete survey documentation released by the Financial Services Agency.

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