KB Life president handles customer consultations directly

KB Life held a "CEO Customer Consultation Day" at the KB Life Tower customer plaza in Yeoksam-dong, Gangnam-gu, Seoul, on Tuesday, giving customers a direct channel to share their experiences with the company's top executive, the insurer announced Wednesday.

The event was organized to gather firsthand customer feedback and incorporate complaints and suggestions into the company's consumer protection management. The CEO's personal presence at the consultation floor added weight to the effort to identify areas for improving the customer experience.

President Jeong Moon-cheol conducted one-on-one consultations with customers who visited the plaza, listening to their experiences using financial services and collecting a range of opinions. He also reviewed the operation of a dedicated counter for elderly financial consumers and examined, from the customer's perspective, potential inconveniences and areas requiring improvement in the insurance service process.

During the consultations, customers freely discussed a variety of topics relevant to their day-to-day interactions with the company — including insurance policy issuance procedures, the provision of printed policy documents and customer guidance systems. KB Life plans to share the feedback gathered with relevant departments to identify service improvements and strengthen consumer protection activities.

"The voice of the customer is the most important starting point for management and a precious compass that shows the direction the company should take," Jeong said. "We will not stop at simply receiving each piece of customer feedback as a suggestion, but will connect it to changes and service improvements that customers can actually feel."

KB Life has continued to emphasize consumer protection as a core management value. In March, Jeong and other executives and employees held a pledge ceremony reaffirming the company's "Financial Consumer Protection Charter." At the end of last year, the company ran a consumer protection awareness campaign for head-office staff to mark Consumer Day.