Omotenashi: Our Way of Life

What is Omotenashi?

At the heart of Japanese service culture is Omotenashi, a concept which loosely translates into “selfless hospitality.” An all-encompassing philosophy that bleeds into every aspect of Japanese culture, Omotenashi blends warmth, understanding, and respect to create an atmosphere of welcoming for locals and foreigners alike.

The principle known as Omotenashi extends beyond Western ideals of customer service. In Japanese culture, the service industry is highly regarded, as it is a great privilege to welcome guests or customers into one’s home or business. No undertaking is considered menial if it has the potential to enhance the customer experience.

Omotenashi at Tokio Marine HCC - MIS Group

At Tokio Marine HCC – Medical Insurance Services Group, we believe the principles of Omotenashi are worth emulating. This is why we continue to take steps to incorporate the idea of selfless hospitality into our daily operations. Our goal is to offer superior service to ensure you receive the support you deserve each and every step of the way.

We are currently gathering team members from across our business to serve as champions of this effort. Guided by the principles of Omotenashi, this group will collectively be tasked with the following:

  • Assessing company operations and technology
  • Addressing customer needs and resolving issues
  • Establishing new and improved processes
  • Developing and updating employee training plans

In doing so, we wish to enhance our ability to anticipate and cater to your needs in a manner that is both personal and relevant to your unique situation.

Our Inspiration

In 2015, HCC Insurance Holdings, Inc. merged with Japan-based Tokio Marine, a global provider of general and life insurance products whose network spans 38 countries worldwide. As Tokio Marine continues to experience exponential growth and success, the company never loses sight of its original goal: to conduct business with integrity, passion, and quality.

“To be a good company” is not just the Tokio Marine slogan – it’s a business model to which we are actively aligning our goals. Essentially, it means that “profits are not the be-all-end-all of our existence, but a natural progression of doing what’s best for customers, employees, and society.

As a member of the Tokio Marine family, we are excited to incorporate the spirit of Omotenashi into our everyday processes. After all, ethics, respect, and a commitment to excellence are all traits of a good company!

Feel Free to Reach Out!

If you haven't received the support you’ve needed from us, please know that we sincerely apologize and we are working to get it right. We know it's easy to "talk to talk," but we want to make sure we "walk the walk," as well.

Here's how to contact us if you need assistance:

  • Call our customer support line at 800-605-2282
  • Log into Client Zone

We pride ourselves in offering the best specialty insurance products on the market and serving customers all over the world. So, let us know – how can we help you today?

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