Taiwan Life Wellness Concierge Qorus-NTT DATA Innovation in Insurance Awards 2026

• Concept and objectives Taiwan is set to become a super-aged society by 2026. While advancements in medical technology have led to a continued rise in average life expectancy, years of unhealthy life expectancy remain as high as seven. Issues related to caregiving arising from illness and aging, coupled with the societal trend of declining birth rates, are further intensifying the caregiving burden.

To this end, through its “Wellness Concierge” program, Taiwan Life Insurance has carefully selected a wide range of health and active-aging services and negotiated exclusive plans with service providers. This enables customers to access differentiated, one-stop services when they face health or care-related challenges, allowing these issues to be addressed promptly. Through the promotion of the Wellness Concierge, Taiwan Life Insurance has evolved from a claims payer into a trusted partner in customers’ health and aging journeys, helping them “Live Healthily, Age Well.”

The Taiwan Life Wellness Concierge is a one-stop health and active-aging service platform built around two core pillars—“Health” and “Wellness” —with a systematically designed service roadmap tailored to customer needs. In the “Live Healthily” dimension, services are structured around the pre-illness, during-illness, and post-illness stages, addressing customer needs throughout the entire journey from health to illness. In terms of the “Age Well” dimension, services are differentiated by care settings. For seniors who choose to live at home, the Taiwan Life Wellness Concierge offers a wide range of daily-life support services, allowing them to enjoy a comfortable and relaxed lifestyle without leaving their familiar environment. For seniors who choose institutional living, residential long-term care facilities are available based on their health conditions, and in the future, wellness communities designed for healthy older adults will also be offered as an additional option.

When selecting suppliers, Taiwan Life Insurance seeks to collaborate with well-known, high-quality, and large-scale service providers. In addition to strictly safeguarding service quality for customers, it also negotiates exclusive programs with cross-industry partners on customers’ behalf. At the moment, we have carefully selected 37 professional organizations to include on our platform, in total offering 42 different types of services.

• Reasons behind The Executive Yuan released the “White Paper on Aging Society” in 2021 and approved the five-year “Healthy Taiwan Cultivation Plan” in 2025, reflecting the government’s focus and commitment to addressing aging and health-related issues. Taiwan Life Insurance has long been committed to public welfare initiatives for the elderly, spanning from trend research to hands-on care. Building on this foundation, it has now launched the Taiwan Life Wellness Concierge, offering a variety of health and elderly care services. The platform also integrates these services with insurance, enabling the public to lead healthier lives while enjoying insurance protection. Furthermore, a survey by the Ministry of Health and Welfare shows that 46% of elderly people in Taiwan report being diagnosed with more than three chronic diseases, and 12% report needing assistance with daily activities. These figures highlight not only the challenges faced by the elderly themselves but also the responsibilities that middle-aged and older adults may bear when caring for aging parents. Some may even have to leave their jobs to provide care, which can place a burden on family finances and daily life, and potentially affect Taiwan’s labor force. As a financial insurance company, Taiwan Life Insurance continues to develop a diverse range of health and elderly care-related insurance products. Building on these efforts, it launched the Taiwan Life Wellness Concierge platform in October 2024. The platform now offers 42 services, helping middle-aged and older adults--who bear caregiving responsibilities--more easily connect with high-quality service providers to address their elderly family members’ needs. By easing caregiving burdens while also generating economic momentum, the platform provides a stable source of support for Taiwan’s upcoming super-aged society.

• State of competition In the past, insurance companies primarily played the role of settling claims and providing compensation after an incident occurred. In recent years, however, as the insurance market has become increasingly competitive, many insurers have been actively extending their reach into the broader health industry to build health ecosystems, aiming to offer more differentiated insurance services. In addition to following this trend, Taiwan Life Insurance is exploring how health promotion services can improve policyholders’ well-being from an insurance perspective, thereby reducing claims. We have also recognized the needs of elderly customers and the burdens on caregivers in a super-aged society. To address this, we have carefully selected service providers in areas such as food, housing, transportation, and recreation for seniors, aiming to help them enjoy a healthy and high-quality life.

To this end, we advance our initiative through the following core principles: ◼ Driven by user needs, we carefully select service providers: Leveraging our corporate scale and brand recognition, Taiwan Life Insurance partners with service providers that are well-known, high-quality, and sizable across various customer demand categories. These include major chain drugstores, medical institutions at or above the level of regional hospitals, and leading home care providers. In addition to strictly ensuring service quality, the company negotiates exclusive programs with cross-industry partners, giving customers peace of mind and convenience. ◼ Online-to-Offline (O2O) promotion: Considering that some customers are not familiar with digital tools, Taiwan Life Insurance has strengthened agents’ professional expertise to support integrated online and offline services. We have uploaded introductions for all our services onto the internal learning platform, allowing 8,000 agents to access complete course videos anytime, anywhere. This equips them with the knowledge needed to understand and address customer needs during daily interactions. Additionally, Taiwan Life Insurance has rigorously selected 120 high-performing agents with a background in health and elderly care and trained them as “Wellness Advisors.” Leveraging their expertise in insurance and health, these advisors can quickly assess customer needs and connect them with the appropriate professional resources from the Taiwan Life Wellness Concierge, providing comprehensive consulting and services across insurance, wealth, health, and caregiving. ◼ Connecting claims to post-claim services: We have collaborated with our partners to explore how insurance types and ICD codes (International Statistical Classification of Diseases and Related Health Problems) can be used to identify potential customer groups. The goal is to proactively provide relevant information when customers experience specific events, ensuring a seamless transition from receiving insurance claims to accessing the necessary services. For example, customers who make long-term care insurance claims may subsequently need long-term care services. In these cases, the system automatically matches the ICD code with pre-designated services and proactively provides information on relevant providers. This spares customers from having to sift through numerous service options on their own while already managing the challenges of the incident. ◼ Service-integrated products: Through a spillover-effect mechanism and benefit design, we connect healthcare services to enhance product diversity and differentiation. For example, integrating physical therapy services encourages customers to proactively address musculoskeletal issues, helping them avoid delays in treatment. It also supports post-surgery recovery through targeted therapy. Additionally, for customers who purchase dementia insurance, the program provides dementia risk assessments, enabling them to understand their personal risk and stay attentive to their overall health.

• Sources of inspiration With Taiwan’s population visibly aging, we have observed that 75% of Taiwan Life Insurance’s customers are aged 40 or older, including 16% who are 65 and above. As physical health declines during retirement, the demand for health and elder care services is expected to grow significantly. Meanwhile, 59% of customers are aged between 40 and 64. This “sandwich” generation bears the dual responsibility of caring for both older and younger family members. In addition to managing their own health, they serve as the primary decision-makers when elderly relatives face illness or require care. Additionally, internal surveys of Taiwan Life Insurance’s top-performing agents show that over 60% have discussed caregiving and rehabilitation issues with customers, and nearly 40% have been asked whether Taiwan Life Insurance has partnered with any service providers. This demonstrates that agents are on the front lines, engaging with customers when they face health and elderly care needs. By providing comprehensive and affordable services, a life insurance company can not only meet customer demands but also serve as a stabilizing support for the approaching super-aged society.

• Departments involved ◼ Project Planning Dept.: The lead unit of the Taiwan Life Wellness Concierge, responsible for project coordination and execution ◼ Product Development Dept.: Develop innovative insurance products in conjunction with health and elderly care services. ◼ Operation & Planning Dept.: Produce marketing materials and assist in promoting marketing activities ◼ Digital Operation Dept.: Produce marketing materials and assist in promoting marketing activities ◼ Public Relations Dept.: Organize public relations events, forums, etc. ◼ Information Technology Dept.: Establish the Taiwan Life Wellness Concierge platform ◼ Claims Dept.: Connect the claims process with services offered by the Taiwan Life Wellness Concierge ◼ Sales Support Dept.: Co-organize lectures related to health and aging ◼ Agency Dept.: Salesperson communication and implementation

• Main results As a life insurance company in the financial services sector, Taiwan Life Insurance has continued to expand its core insurance business by developing a diverse range of health and senior-focused insurance products. Since the launch of the Taiwan Life Wellness Concierge platform in October 2024, nearly a year of project execution has seen the number of available services increase from an initial 11 to 42. The platform has also successfully attracted nearly 15,000 customers to register as online members. Additionally, since online members of Taiwan Life Insurance can enjoy various discounts offered through the Taiwan Life Wellness Concierge, the platform has successfully attracted customers to join as online members. As insurance services are closely linked with wellness and senior care services, these customers have achieved a subsequent policy conversion rate of 6%, successfully contributing to insurance sales.

At the same time, in order to encourage policyholders to make greater use of these services, two insurance products integrating health services have been developed. One of these products incentivizes policyholders, through an embedded incentive mechanism, to seek early physical therapy when experiencing musculoskeletal discomfort, thereby reducing the risk of progression to musculoskeletal disorders. The second product entails providing policyholders, after policy purchase, with genetic testing for dementia risk, enabling them to understand their risk of developing the disease at an early stage and to adopt risk-mitigation behaviors, such as health-promoting activities, to reduce the likelihood of developing dementia. In order to provide customers with a professional insurance and value-added services experience, we completed the training of 120 Wellness Advisors by the end of 2025. Equipped with expertise in health management and senior care, these advisors are expected to deliver an enhanced service experience for customers. Through these efforts, Taiwan Life Insurance seeks to go beyond simply paying claims, positioning ourselves as a trusted partner in customers’ health and retirement. In doing so, we bring to life an innovative “insurance + health and senior care” model.

The Taiwan Life Wellness Concierge platform has also fostered the development of an online industry cluster. For example, Customers requiring long-term care services may also need accessible transportation and travel services due to mobility issues. Through the platform, they can not only access long-term care services but also obtain information about other services they may need. This makes the platform a one-stop solution that meets all of a customer’s health and wellness needs, enhancing customer satisfaction and trust in Taiwan Life Insurance while also enabling service provider partners to reach more people in need. In this way, customers, service providers, and Taiwan Life Insurance all benefit.

Taiwan Life Insurance also participated in the 2025 Healthy Ageing Tech Show with the Taiwan Life Wellness Concierge. The company not only showcased the platform’s design philosophy and services but also invited partner companies to engage with the public at the event. The show attracted nearly 5,000 attendees and received a very positive response. In addition, the Taiwan Life Wellness Concierge has won numerous awards for health, age-friendliness, innovation, and social responsibility both internationally and domestically.