Cathay 6S project - To Empower Employees, Embed Innovation DNA Qorus-NTT DATA Innovation in Insurance Awards 2025 - Winner

Cathay Life Insurance (CLI) established over 60 years is the largest insurance company in Taiwan with total assets of NT$ 8.4 trillion (US$ 274.2 billion), the highest total tied agent number of 23K and one-third of residents are our customers.

CLI primarily operated based on personnel experience, requiring manual intervention at every stage from new contracts, claims applications, to policy information inquiries. Those manual operations are resulted in limited efficiency. In addition, the absence of a cohesive, cross-departmental platform for data management hinders the seamless flow of information across various systems. Consequently, internal employees and tied agents are unable to access critical information in real-time, which adversely impacts their ability to respond swiftly to customer needs and diminishes the overall service experience.

Given the challenges presented by the rapid expansion of contracts and services, the “Cathay 6S” is to modernize and digitize our way of working and boost employee engagement to support the two tactics of "Digital Innovation, Sustainable Practice".

Simple is a one-stop digital smart platform with simplified and intuitive user-centric design. We optimize the employees’ journey to minimize unnecessary steps and complexity, making the experience smooth and efficient. Moreover, we revamp the cluttered interface and then integrate numerous navigation steps into seamless and intuitive platform.

Smart is the new way of human-machine working model in response to the advancement of AI & automation technologies to offer self-service agent digital smart platform, automated underwriting & claims operation review process and AI powered 24/7 personalized customer service to provide integrated cross function platform, automated operation review process service with significant operating time reduction and enhanced customer interactions by recommending relevant and timely information.

Smooth is the integrated iHR service to streamline HR recruitment processes and offer tailor-made career planning for acquiring and retaining diverse talents. In addition to traditional HR management, we provide one-stop digital smart platform for talent matching, evaluation, and salary verification; intelligent skills review and position recommendation for career planning; integrated target setting, performance assessment and 360 feedback for performance management.

Smile is the employee welfare platform to boost employee well-being and loyalty by offering wellness and welfare related programs. It promotes a friendly platform environment through four key aspects: Physical and mental health, Highest flexibility, Deepen relationships and Best commitment. It emphasizes work-life balance and promotes a culture of diversity, equity, and inclusion (DEI) to achieve high employee satisfaction and retention.

Safe is fully complied with international information security standards to offer holistic cybersecurity framework with the most updated global standards, 24hours timely detection and trackable security log. For example, we adopt the ISO27001 international standard as the foundation of information security infrastructure; BS10012 and ISO29100 standards are utilized to establish a personal data management system.

ESG is following the concept of "Twin Transition" to create emphasized sustainability platform with “Climate, Health, Empowerment” strategies. Since 2018, we have actively developed a health ecosystem and green transformation for our vision of total well-being for all ages in Taiwan. A health program, Fitback, was designed in 2023 to cultivate the habit of long-term fixed exercise, thereby improving the national health situation and reducing the burden of social medical costs. Over 180K tons of carbon emission were reduced, around traveling 998 times round-trip to the Moon, due to 1.016 million Fitback members with total 1.2 megasteps. Moreover, we have formed alliances with strategic partners to support youth, the underprivileged and employees to gain skills and connected community for social caring.

In order to implement the “Cathay 6S” project, CLI established Digital Workplace war room in 2019 for developing holistic employee-centered solutions. The team has collaborated extensively with relevant digital smart platform owners and aligned positions with the security and business units to develop “Cathay 6S” solutions, modernizing and digitizing our way of working to further maximize the values for employees, customers, shareholders, and the environment.

Based on the Cathay 6S Project implementation and the cultural shift have empowered CLI to achieve remarkable results, including a 60% reduction in agent administrative workloads, a 50% decrease in new claims process employees' training time, and a four-year growth streak in the Net Promoter Score (NPS), which reached 35.1 in 2023.

Additionally, CLI’s investment in employee development has led to an unprecedented 150% growth in diverse talent acquisition. Moreover, CLI's dedication to employee empowerment and inclusivity has produced a 94% retention rate, the highest in Taiwan's insurance sector. The Fitback program, a testament to CLI's ESG commitments, has not only enhanced public health but also achieved environmental milestones by engaging over 1 million members in sustainable practices. The results speak for themselves: CLI has been recognized with numerous accolades, including “The Best Insurance Company” from the Asia Insurance Industry Awards (AIIA) and the “Asia Sustainability Report” Award from CSR Works International, with the focus on Stability and Sustainability towards the Best Financial Institution in the Asia-Pacific.