China Life has developed digital marketing tools, forms, and platforms to enhance digitalization and reduce workflow paper use. Besides conforming to modern consumer practices, these measures lower our environmental impact and greenhouse gas emissions. In 2020, our digital services saved close to 4.72 million sheets of paper.
Digital Marketing Tools
Group Insurance Online Service Platform
China Life offers a group insurance online service platform that uses digital services and workflows in place of paper applications. Group insurance policyholders, such as employers, use the platform to apply or cancel coverage for their employees. The insured are able to check their policy details online. In 2020, 80% of in-forced group insurance applicants used the platform. In the future, we will continue to encourage employers to use the online platform to apply or cancel coverage for their employees.
Mobile Insurance App Service
China Life promotes the mobile insurance app as a tool for reducing paper use and raising underwriting efficiency in servicing policyholders. Customers who use the app to fill in their applications will have their information checked online, reducing errors and notification rates, thus improving the application correctness. Lower paper usage can also cut costs for document printing, delivery, scanning, filing, and storage, saving energy and reducing carbon production.
Mobile Travel Insurance Applications
To simplify administrative workflows and reduce paperwork for travel insurance, customers can use digital devices to complete application, signature signing, and online payments. In 2020, more than 90% of travel insurance cases that qualified for online applications were made using mobile application. In the future, we will continue to optimize functions of mobile travel insurance application devices, such as adding facial recognition capabilities.
Digital Forms and Service Platforms
In 2020, China Life completed the digitalization of new business workflows. Agents and policyholders can use mobile devices to directly respond to notifications, which increases the notification processing rate. System improvements were made based on user feedbacks. In 2020, mobile notifications were used for around 23% of cases where applications were made using mobile devices. Mobile notification reduced processing time by three to five days, which significantly improves efficiency, and lowers carbon emissions from paper printing and delivery.
In the spirit of “everyone has a responsibility to care for our planet,” China Life provides digital policy services. This paperless mode of documentation contributes towards saving energy and reducing carbon emissions, providing an avenue for us to cooperate with policyholders to protect the environment. When applying for a new policy, applicants can choose to receive digital policies. Following authentication by a third party, the policies are saved on easy-to-access storage sites, so that policyholders can easily check their policies at all times. Digital policies uphold the rights and interests of policyholders while eliminating the issue of lost insurance policies. In 2020, 87% of customers who applied for China Life’s travel insurance online also applied for digital policies.
China Life uses e-mail in place of paper documents as the preferred method for delivering policies, notice mails, and invoices, reducing the amount of printed and mailed documents. Policies are uploaded to the Company’s website, making them available for customers to search and download at any time. In 2020, we sent 4,030,180 e-letters, demonstrating how policyholders can obtain information in an efficient manner with low environmental impact. We also continued to promote paperless administrative procedures, including e-notices and e-service, which saved more than 3.68 million sheets of paper. Our paper savings increased by 6.48% compared to 2019, underscoring how we cooperated with policyholders to protect the Earth.
China Life provides policyholders with an uninterrupted, 24-hour e-service platform. Policyholders can quickly check their policy information and make adjustments. Besides saving the trouble of filling out paper forms, it also reduces greenhouse gas emissions produced from mail delivery or transportation in paper applications.
Becoming ISO 14001 Certified
China Life’s headquarters located in Dunhua North Road introduced ISO 14001, an international standard for Environmental Management Systems (EMS) and became certified by the BSI in 2020, and effective from October 13th, 2020 to October 12th, 2023. The ongoing cycle for planning, execution, examination and improvement after implementation of ISO 14001, will help the Company to fulfill its eco-friendly centric business philosophy and carry out the policies to achieve its eco-friendly target and programs.
Environmental Protection Advocacy
In 2020, China Life carried out a four-week “green procurement” eDM education and advocacy campaign, which incorporated ESG concepts into our daily operations, using green procurement as a foundation to create a corporate culture of environmental protection and sustainability. We participate in environmental protection themed events and advocate energy saving ideas. Using the Company’s official Facebook and Instagram pages, we published 43 posts on energy saving, carbon reduction, environmental protection, and cherishing our planet. The posts were tied into events such as Earth Day, World Environment Day, Earth Hour, and “Do Something for the Tamsui River,” as well as topics such as plastic reduction and green procurement. The posts had a total of 1.117 million views and more than 33,000 likes, comments, and shares.
◆Previews of Four Green Procurement Messages
Management of Greenhouse Gas Emissions
Since 2015, China Life has taken annual inventories of greenhouse gases produced at our headquarter and primary branch offices (Taoyuan-Hsinchu, Taichung, Chiayi, Tainan, and Kaohsiung). In 2020, we expanded the inventory scope to include other branch offices (Pingtung, Hualien-Taitung, and Penghu) while integrating the 2018 new verification methods. In 2020, our total emissions (direct and indirect) were 4,205.264 tons of CO2e (see the following table), and in April 2021 we passed the BSI certification for ISO 14064-1:2018 greenhouse gas inventory. In 2018, we started tracking Scope 3 indirect emissions from gasoline, diesel, electricity, and waste. In 2019, we added emissions from employee business travel to our Scope 3 tracking. In 2020, we added four more types of tracked Scope 3 indirect emissions: transport of copier paper, maintenance of leased photocopiers, mail delivery packages, and transport of bank receipts. Inventory findings are referenced when formulating plans to reduce greenhouse gas emissions, and monitoring the execution as well as comparing our emission reduction initiatives.
◆Greenhouse Gas Emissions, 2019 and 2020
|Type||Scope 1||Scope 2||Scope 3||Total|
（tons of CO2e/year）
|Type||Direct Emissions||Indirect Emissions||Total|
|Category 1||Category 2||Categories 3, 4, 5, 6|
|Stationary Emissions||Mobile Emissions||Fugitive Emissions|
（tons of CO2e/year）
Note 1: 2019 emissions inventory used ISO 14064-1:2006 standards, and 2020 emissions inventory used ISO 14064-1:2018 standards. 2020 is used as the base year since it adopted the 2018 new standards, and expanded the scope and contents of the inventory.
Note 2: We used Environmental Protection Administration’s greenhouse gases emission coefficient table ver. 6.0.4 for the greenhouse gases emission coefficient numbers. The GWP values were from the IPCC’s fourth assessment report (2007). The inventory adopted a operational control approach.
Note 3 : Scope 1 emissions include CO2, methane, N2O and HFCs.
Note 4: In 2020, the inventory scope covered 100% of home office workplaces.
Energy Consumption Management
For each of our Taiwan offices, we set an average electricity savings goal of over 1% per year and 5% over five years, with 2016 serving as the base year. In 2020, for existing office buildings, we continued to maintain and repair equipment while evaluating whether old, inefficient equipment, such as air condition systems, needed to be replaced to reduce energy consumption. We cultivated green working habits among employees, including advocating reducing indoor lighting, urging employees to turn off lights during lunch breaks and when leaving the office, and evaluating spatial use efficiency by our field agents. In 2020, we spent NT$6,607,158 to renew old and inefficient air condition systems and equipment in the Company’s buildings. Compared to the base year under the same scope, our electricity consumption fell by 183,764 kWh in 2017, 246,650 kWh in 2018, 910,709 kWh in 2019, and 1,002,721 kWh in 2020. The savings were equivalent to a reduction of 93.536 tons of CO2 in 2017, 125.545 tons in 2018, 463.551 tons in 2019, and 510.385 tons in 2020 (using an emissions intensity of 0.509 tons of CO2 per 1,000 kWh), showing that our efforts to reduce electricity use achieved excellent results.
◆Energy Use, 2017 – 2020
|Original unit||Electricity use (kWh)||12,220,468||12,261,969||12,929,329||12,838,021|
|Conversion unit||Electricity use (billion J)||43,993.68||44,143.09||46,545.58||46,216.88|
|Gasoline (billion J)||411.50||499.61||535.93||590.01|
|Diesel (billion J)||14.06||0.00||7.05||0.00|
|Intensity||Total (billion J)||44,419.25||44,642.70||47,088.57||46,806.89|
|Revenues (NT$ million)||323,248||339,115||338,495||255,328|
|Energy Intensity (billion J / NT$ million)||0.14||0.13||0.14||0.18|
Note 1: In 2016, we used 12,827,266 kWh of electricity, 15,207.71 liters of gasoline, and 0 liters of diesel.
Note 2: The electricity used at China Life is from nonrenewable sources. The heating values of gasoline and diesel are calculated based on the table for “Unit heating value of energy products.”
Note 3: In 2020, the inventory scope included all workplaces used by home office employees and field agents. The coverage is 100% of home office employees and field agents.
Water Resources Management
China Life’s primary water usages are to operate our air condition system and employees’ general use. We continued to improve water usage efficiency by replacing old air condition equipment, switching to efficient equipment with water-saving labels, and urging employees to trim water consumption. In 2020, total water used at the home office and our major branches was 42,078 kl.
◆Water Usage, 2018 – 2020
|Total Water Used (kl)||42,078||40,209||37.764|
|Revenues (NT$ million)||323,248||339,115||338,495|
|Water Intensity (kl/NT$ million)||0.13||0.12||0.11|
Note 1: China Life’s primary water usages are to operate our air condition system and employees’ general use.
All of China Life’s waste is nonhazardous, and is broken down into two primary types: general waste and recyclable waste. The home office and five main branch offices (Taoyuan-Hsinchu, Taichung, Chiayi, Tainan, and Kaohsiung) conduct waste management, including promotion and execution of garbage separation, recycling, and fulfilling the reuse policies. Total waste at our six main workplaces was 166.545 tons in 2019 and 177.271 tons in 2020. We also began tracking waste at our branch offices in Hualien-Taitung, Penghu, and Pingtung, which generated total waste of 3.964 tons in 2020. Compared to 2019, the average recycling rate at these nine workplaces increased by 1.2% in 2020 to reach 52.55%.
Data Center Energy Management
China Life promotes data center energy management from two primary directions: increasing air conditioning efficiency, and lowering air conditioning electricity usage. These steps will lower power usage effectiveness (PUE) of the new data centers, reduce electricity fees for operating air conditioning, and cut carbon emissions. In 2020, our data centers had a PUE of 1.53, achieving our annual goal of saving electricity and energy from data centers.
Taipei Academy building: Green Building certificate, Gold level
Making Rich Asia-Pacific Center in Taoyuan: Green Building certificate, Silver level
China Life applies for Green Building certification for new construction projects, and makes Green Building certification part of our criteria for evaluating real estate investments. One such project is our new headquarter at Taipei Academy, where we installed solar panels that went online in June 2020. The panels operate on a model of generating power for self-consumption. We plan to apply to the National Renewable Energy Certification Center for renewable energy certification, and estimate that the system will generate 47,552 kWh of electricity per year. The system demonstrates our concrete support of government policy that seeks greater development of renewable energy.