Hanwha General Insurance CEO Na Chae-beom strengthens on-site communication at call center, accelerating customer-centered management

[Financial News] Hanwha General Insurance CEO Na Chae-beom visited the call center, the closest point of contact with customers, to hear directly from the front line and step up customer-centered management.
Hanwha General Insurance said on the 1st that Na visited the company's largest call center, the Cheongju Customer Consultation Center, on the 25th of last month, where he spoke with counselors and reviewed customer service operations.
The visit was meaningful because Na returned to the call center, which was his first stop after taking office. As the company grows into a women-focused insurer, the move reflects efforts to strengthen on-site communication as consumer protection and customer experience become increasingly important.
Na personally experienced customer consultations and reviewed inquiries and complaints received during the process. He stressed that the call center should expand its role beyond handling simple questions and become a specialized counseling organization that also manages customer retention.
Hanwha General Insurance operates its call center directly to improve consumer rights. Customer satisfaction has risen for three consecutive years, reaching 9.8 points in 2024, 9.83 points in 2025, and 9.84 points in July this year.
On the day of the visit, Na presented gifts to more than 110 counselors at the Cheongju Customer Consultation Center and encouraged employees who work on the front line connecting customers with the company.
“Those of you who face customers' voices at the closest point are both an asset to our company and a source of great pride,” Na said. “We will continue to listen to voices from the field and create warm, differentiated services that customers can truly feel.”
Following the visit, Hanwha General Insurance plans to expand participation in its “consultation call listening program” to include team leaders and other managers, while making a program in which employees directly experience customer consultations a regular operation. The company aims to reflect customer feedback in service improvements and establish consumer protection-focused management as part of its organizational culture.
A Hanwha General Insurance official said, “Customer-centered management begins with listening to customers' voices.” The official added, “We will continue service innovation that customers can feel by establishing a culture in which all executives and employees think and act from the customer's perspective.”


[email protected] Hong Ye-ji Reporter