Toss Insurance will introduce a system to improve the counselling environment to protect its insurance agents.

Toss Insurance said on June 1 it will implement a "black consumer response system". It aims to allow agents to focus on customer consultations and coverage planning in a stable environment.

The system includes a procedure under which, if an agent faces an excessive burden due to repeated exposure to improper language or conduct, the agent can request to stop handling the customer and have headquarters take over the response.

Toss Insurance will conduct an internal review based on objective materials such as call recordings and messages, and then decide response measures by case. If necessary, it will also provide support such as reporting to investigative authorities or administrative and procedural assistance in accordance with relevant laws and regulations.

It described the system as a minimum protection device to respond to situations of repeated burden that go beyond the purpose of the customer's consultation.

It will also run counselling support for agents who have faced psychological burden. It will also carry out follow-up management under internal standards to prevent recurrence. Through response guidelines and training for agents, it will raise consistency in on-site responses and set up a management system to prevent misuse of the system.

A Toss Insurance official said, "This system is a minimum protection device to help agents focus more on the voice of customers in a stable environment."