ScholarWorks@숙명여자대학교

초록

The insurance industry serves as an institutional investor in capital markets, providing stable investment opportunities while also protecting consumers against diverse risks arising from uncertain economic, social, environmental, and cultural environments. Amid growing societal focus on Environmental (E), Social (S), and Governance (G) factors and the essential trend of ESG management, insurance companies are increasingly implementing ESG strategy directly. This involves leveraging ESG non-financial factors to advance sustainable society through business management. Notably, ESG management activities are recognized as a key factor in securing long-term competitive advantage, building consumer trust, and creating value, as they are statistically shown to positively influence insurance service purchase intent. This study examines ESG management strategies in the insurance industry from a consumer-centered perspective, using the case of iM Life, which has demonstrated significant achievements through consumer-focused ESG management. It discusses strategic approaches enabling the insurance industry to sustain long-term consumer satisfaction and achieve sustainable development in an era of uncertainty. Based on an analysis of strategies and case studies reflecting iM Life's ESG management philosophy, several recommendations are presented for consumer-centric ESG management in the insurance industry. Strengthening the preemptive complaint prevention system is necessary. For the ‘average’ rated items in the quantitative assessment―complaint handling efforts and financial accident prevention―preventive management is required to reduce complaints themselves, not just improve the efficiency of post-incident responses. To achieve this, measures such as enhancing the comprehensibility of product descriptions and policy terms, mandating tailored explanation procedures for vulnerable groups, and implementing checklists at each sales stage should be introduced to minimize the potential for consumer dissatisfaction.

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