MetLife Alico Life Insurance K.K., Osaka, Japan
Company: MetLife Alico Life Insurance K.K., Osaka, Japan
Company Description: MetLife Alico started operation in 1973 as a branch of the American Life Insurance Company, the first foreign life insurance company in Japan. It currently operates as a Japanese corporation. MetLife Alico provides broad range of products including life, health and asset formation products to individual and institutional customers while responding to their needs to prepare against financial risks.
Nomination Category: Customer Service & Call Center Awards Individual Categories
Nomination Sub Category: Front-Line Customer Service Professional of the Year - Financial Services Industries
Nomination Title: Shozo Shimizu, Consultant
Tell the story about what this nominee achieved since the beginning of July 2012 (up to 525 words). Focus on specific accomplishments, and relate these accomplishments to past performance or industry norms. Be sure to mention obstacles overcome, innovations or discoveries made, and outcomes:
Mr. Shimizu has re-imagined the often maligned relationship between an insured and the insurance company in an innovative way that shows his deep understanding of both his customers and their needs.
When his customers sign a policy, they are invariably surprised when Mr. Shimizu asks to take their photo. He tells them:
“The big ticket items in life are your house, your car, your wedding, and life insurance. Today’s policy marks the start line for a long road. The future will bring a lot of different things, but when you come to a challenging time in your life, look at this photo from today, and remember all the days that led up to you taking this step to sign this policy. I am certain that this insurance will definitely protect you and your family.” Then, Mr. Shimizu mails the photo along with the insurance certificate, with a request to keep the items together.
Mr. Shimizu understands that a photo is more than just a snapshot in time, it is an event in and of itself for both the photographed subject and the photographer. Sometimes people don’t know the status of their own policy. The person in charge of the account had retired or left the company, or the insured person didn’t even remember they had a policy in the first place. The more policy holders increase, the more difficult it is for insurance salespeople to maintain relationships with each customer. But, now, thanks to this photo, Mr. Shimizu’s customers have an instant connection to him because, even if has been a while since they spoke, they remember the feelings they had when they signed the policy and had the photo taken.
Customers go through a lot of changes over time. Single people get married, they add family members to their insurance, they have children, and their own family increases. These photos commemorate each of those changes each time the customer signs.
Customers have responded very positively to the experience, with comments like: “I’ve never taken a commemorative photo before, but it’s a really nice thing.” “Since my kids were born, I’ve been on the side taking the photos. It’s been a while since I had a photo with me in it.” Mr. Shimizu’s excellent customer service has led customers to recommend him to their friends.
Unfortunately, these photos sometimes become the last memory of customers who have passed away. In those difficult times, when requested, Mr. Shimizu advises the family members left behind.
Mr. Shimizu states, “This is just something simple I personally do, but as part of our customer first policy, I believe by continuing to emphasize the connection with each individual customer, it will lead to improving the image of the insurance industry as a whole.”
Provide a brief (up to 125 words) biography about the nominee:
Mr. Shimizu has followed a unique career path. Before becoming an insurance consultant, he was a wedding florist in Indonesia for 5 years. After joining MetLife Alico in 2010, Mr. Shimizu, building on his customer service background, pioneered taking a commemorative photo when a customer signs a policy and giving it to them to keep. His innovative approach has allowed him to serve his customers better and maintain a closer relationship in this day and age.