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1、ENVIRONMENTAL,SOCIAL AND GOVERNANCEAIA GROUP LIMITED友邦保險控股有限公司REPORT 2020STOCK CODE 1299CONTENTSPAGE 2AIA GROUP LIMITED|Environmental,Social and Governance Report 20202020 ESG AT-A-GLANCECHAIRMANS STATEMENTSTATEMENT FROM GROUP CHIEF EXECUTIVE AND PRESIDENTABOUT THIS REPORTHEALTH AND WELLNESSGREEN OP
2、ERATIONSSUSTAINABLE INVESTMENTPEOPLE AND CULTUREEFFECTIVE GOVERNANCEOUR TCFD REPORTFEEDBACKGRI AND HKSE GUIDE CONTENT INDEX1 2020 ESG AT-A-GLANCE3 Chairmans Statement6 Statement from Group Chief Executive and President9 About This Report9 Who We Are10 Our Purpose11 Our ESG Strategy 14 Our Material I
3、ssues15 Our Approach to ESG Reporting16 Health and Wellness18 Engaging and Inspiring Healthy Living21 Greater Access to Quality Care23 Champion Financial Inclusion 25 Delivering Better Health Outcomes30 SUPPLEMENT:Supporting Our Communities Through COVID-1935 Green Operations37 Digital Transformatio
4、n 37 Encouraging Good ESG Practice 38 Green Buildings40 Reducing our Carbon Footprint41 Sustainable Investment43 ESG Engagements 46 ESG Training and Development48 Broadening Portfolio Inclusions49 Portfolio Exclusions 50 Carbon Footprinting Our Portfolio52 People and Culture55 Developing Our People5
5、8 Diversity and Inclusion60 A Risk-aware Culture 61 Recognising and Rewarding Our People66 SUPPLEMENT:Supporting Our Employees During COVID-1967 Effective Governance 69 Board Governance 70 Effective Risk Management and Responsible Business Practices 77 Promoting ESG Best Practice 78 ESG Ratings and
6、Index Inclusions 80 SUPPLEMENT:Our TCFD Report81 Governance of Climate Change Risks and Impacts 81 Strategy82 Physical Climate Risks 82 Transition Climate-related Risks 84 Risk Management87 Metrics and Targets 89 Feedback90 Global Reporting Initiative and Hong Kong Stock Exchange Guide Content Index
7、CONTENTSBILLIONBILLIONPAGE 1AIA GROUP LIMITED|Environmental,Social and Governance Report 2020PAGE 12020 ESG AT-A-GLANCECHAIRMANS STATEMENTSTATEMENT FROM GROUP CHIEF EXECUTIVE AND PRESIDENTABOUT THIS REPORTHEALTH AND WELLNESSGREEN OPERATIONSSUSTAINABLE INVESTMENTPEOPLE AND CULTUREEFFECTIVE GOVERNANCE
8、OUR TCFD REPORTFEEDBACKGRI AND HKSE GUIDE CONTENT INDEX2020 ESG AT-A-GLANCEUS$32.1 42,5502020 ESG AT-A-GLANCEHealth and WellnessINVESTMENTS IN INFRASTRUCTUREINVESTMENTS IN HEALTHCARE 2020 ESG AT-A-GLANCEGreen OperationsSustainable Investment ENERGY PERFORMANCE Reduction in total energy use toENVIRON
9、MENTAL PERFORMANCEReduction in total carbon emissions toCO23,062US$4.3 1.8 TONNESper employeeinvested in infrastructure-related sectors such as transportation and telecommunicationsAND OVERUS$4.5contributed to our communitiesMILLIONWe provide cover with a total sum assured of almost US$2TRILLIONTONN
10、ESkWhper employeeWITH MORE THANpaid in benefits and claimsBILLION US$161,200+COMPANIESin the Groups investment portfolio,developing insights on their awareness of and preparedness against climate riskCLIMATE ENGAGEMENTSEngaged with and scoredAND OVER16 MILLION participating members of group insuranc
11、e schemesMORE THAN38 MILLIONServe the holders ofindividual policies13 MILLIONBENEFIT PAYMENTS were made during 2020,helping customers and their families to cope with challenges at different life stagesMORE THANof our buy,service and claims transactions were submitted digitally,reducing our need for
12、paperPAPER USAGE70%PAGE 2AIA GROUP LIMITED|Environmental,Social and Governance Report 2020PAGE 22020 ESG AT-A-GLANCECHAIRMANS STATEMENTSTATEMENT FROM GROUP CHIEF EXECUTIVE AND PRESIDENTABOUT THIS REPORTHEALTH AND WELLNESSGREEN OPERATIONSSUSTAINABLE INVESTMENTPEOPLE AND CULTUREEFFECTIVE GOVERNANCEOUR
13、 TCFD REPORTFEEDBACKGRI AND HKSE GUIDE CONTENT INDEXDISCLOSURE INSIGHT ACTION2020 ESG AT-A-GLANCEIndependent Effective GovernancePeople and CultureTop Quartile Key ESG Memberships and SignatoriesKey Index Inclusions and Ratings All Board committees are chaired by and comprised of a majority of Ranke
14、d 2nd in the insurance industry by Sustainalytics in its ESG Risk Rating assessment 39%of our senior leaders are womenOVERDIVERSITY2020 ESG AT-A-GLANCEin Gallups global financial services and insurance industry benchmark of employee engagement for the fourth consecutive yearAll Non-executive Directo
15、rs on AIA Group Limited Board areemployees across 18 markets23,000Independent Non-executive DirectorsPAGE 3AIA GROUP LIMITED|Environmental,Social and Governance Report 2020“A better and more sustainable future for all.”Mr.Edmund Sze-Wing TseIndependent Non-executive ChairmanChairmans StatementPAGE 4
16、AIA GROUP LIMITED|Environmental,Social and Governance Report 2020PAGE 42020 ESG AT-A-GLANCECHAIRMANS STATEMENTSTATEMENT FROM GROUP CHIEF EXECUTIVE AND PRESIDENTABOUT THIS REPORTHEALTH AND WELLNESSGREEN OPERATIONSSUSTAINABLE INVESTMENTPEOPLE AND CULTUREEFFECTIVE GOVERNANCEOUR TCFD REPORTFEEDBACKGRI A
17、ND HKSE GUIDE CONTENT INDEXStaying true to our PurposeCHAIRMANS STATEMENTI am delighted to present AIA Groups Environmental,Social and Governance(ESG)Report 2020.Our history in Asia spans more than a century and throughout that time we have earned a reputation as a trusted partner in all of our comm
18、unities.2020 was a difficult and in some ways unprecedented year.The outbreak of COVID-19 touched so many of us and impacted individuals,communities and global events.I am especially proud that despite this difficult operating environment,our outstanding teams were able to demonstrate AIAs Purpose o
19、f helping people live Healthier,Longer,Better Lives.I am immensely grateful to all of our employees,agents,and partners for their ongoing commitment to supporting our customers and communities when they needed us the most.Effective corporate governance helps ensure that AIA remains resilient during
20、the most challenging times.The Boards Independent Non-executive Directors have extensive experience in the public and private sectors;perspectives that have been invaluable in providing objective judgement and direction this year.As a Board,we continue to meet our commitment to ensure that our pract
21、ices are aligned with global best practice.We are firm believers that our strong governance culture,supported by sound risk management,is fundamental to ensuring a sustainable future for our organisation.Our commitment to sustainability and our ability to manage associated risk have created tangible
22、 value for our business and for the communities we serve.Over the years,we have endeavoured to build sustainable measures into our key metrics.This also guides our approach to our customer and employee relationships,helping ensure that we have the right processes in place to build on our strong hist
23、ory.This includes seeking and considering input from key internal and external stakeholders on issues related to climate change,public health,data privacy,cybersecurity,and ethical business practices.For us,managing these risks effectively is instrumental to the sustainable growth of our business an
24、d,in turn,our Group.As we embark on a new decade,I believe the long-term fundamental drivers of growth for the life insurance industry in Asia remain robust.AIA continues to benefit from the powerful demographic,social and economic changes that are occurring in our markets.Rising incomes are driving
25、 rapid growth in the middle classes and Asian consumers are transforming the regions economies.At the same time,the provision of social welfare remains low.The pandemic has accelerated many trends,particularly the interest in Healthier,Longer,Better Lives.These structural trends are creating substan
26、tial opportunities for us to help people across the region meet their long-term savings and protection needs.We believe that protecting our customers while helping them on their journey to become healthier is the best service we can provide,for today and for the future.In 2021,we look forward to con
27、tinuing to play a leading role in creating a more sustainable tomorrow as we help millions of people live Healthier,Longer,Better Lives.Edmund Sze-Wing TseIndependent Non-executive Chairman 12 March 2021CHAIRMANS STATEMENTPAGE 5AIA GROUP LIMITED|Environmental,Social and Governance Report 2020PAGE 5P
28、AGE 6AIA GROUP LIMITED|Environmental,Social and Governance Report 2020Statement from Group Chief Executive and President“We will make a positive difference to the sustainable development of our communities.”Mr.Lee Yuan SiongGroup Chief Executive and PresidentPAGE 7AIA GROUP LIMITED|Environmental,Soc
29、ial and Governance Report 2020PAGE 72020 ESG AT-A-GLANCECHAIRMANS STATEMENTSTATEMENT FROM GROUP CHIEF EXECUTIVE AND PRESIDENTABOUT THIS REPORTHEALTH AND WELLNESSGREEN OPERATIONSSUSTAINABLE INVESTMENTPEOPLE AND CULTUREEFFECTIVE GOVERNANCEOUR TCFD REPORTFEEDBACKGRI AND HKSE GUIDE CONTENT INDEXA transf
30、ormational,long-term ESG StrategyThe COVID-19 pandemic has transformed the way we all live and work and brought out the very best of AIA and our people.I am extremely proud of our teams across the organisation whose efforts helped AIA demonstrate our resilience and commitment to our customers and co
31、mmunities who were dealing with the challenges of lockdowns and mandated quarantines.We moved quickly to build on our digital capabilities to provide customers with uninterrupted support and service.In addition,we worked with governments and our partners to increase protection to our customers and p
32、rovided critical donations to organisations supporting frontline healthcare workers.All of this helped provide peace of mind to our customers when they needed us the most.Helping our customers live Healthier,Longer,Better Lives has become our Purpose as an organisation and it underpins everything we
33、 do.Continuing to incorporate ESG considerations within our operations will remain vital for AIA as we transform our Purpose into STATEMENT FROM GROUP CHIEF EXECUTIVE AND PRESIDENTrealitywith tangible and measurable outcomes for our customers and communities.I am proud to announce that we have launc
34、hed a transformational,long-term Environmental,Social,and Governance Strategy(ESG Strategy)reflective of our position as a global industry leader.For more than a century,AIA has strived to have a positive impact on our customers and communities across Asia.Our ESG Strategy further embeds that commit
35、ment and identifies five key areas of focus:Health and Wellness;Green Operations;Sustainable Investment;People and Culture;and Effective Governance.Health and Wellness While economic development in Asia has brought significant improvements in standards of living,lifestyle-related diseases are the ma
36、in contributor to premature deaths in the region.At the same time,expectations of wellness,health and maintaining quality of life into old age are increasingly front of mind for many Asians.As a trusted partner,we engage with our communities and provide products that are focused on delivering better
37、 outcomes for our customers,helping them to stay healthier and live better for longer.Green OperationsThe environment has a direct impact on the health and well-being of our customers,employees and communities.Therefore,it is vital that we ensure appropriate measures are taken to address key areas o
38、f impact within the environmental footprint of our own businesses,particularly in areas such as waste management and property development.It is equally important that our business partners are expected to adopt best practices that enable our communities to thrive for many generations to come.Sustain
39、able InvestmentWe use our influence as a leading life insurance company in Asia to drive sustainable investment across the region.We seek sustainable outcomes and secure investment income STATEMENT FROM GROUP CHIEF EXECUTIVE AND PRESIDENTPAGE 8AIA GROUP LIMITED|Environmental,Social and Governance Re
40、port 2020PAGE 82020 ESG AT-A-GLANCECHAIRMANS STATEMENTSTATEMENT FROM GROUP CHIEF EXECUTIVE AND PRESIDENTABOUT THIS REPORTHEALTH AND WELLNESSGREEN OPERATIONSSUSTAINABLE INVESTMENTPEOPLE AND CULTUREEFFECTIVE GOVERNANCEOUR TCFD REPORTFEEDBACKGRI AND HKSE GUIDE CONTENT INDEXin order to deliver on the lo
41、ng-term savings and protection needs of our customers.We also understand the impact that our investments can have on peoples lives and believe it is essential to take ESG factors into consideration when making our investment decisions so that we help drive sustainable behaviours to create long-term
42、value.A testament to this can be seen in our ambition to divest from the coal mining and coal-fired power sectors by 2028,making us the first major insurance firm in Asia to make this commitment with no exceptions.People and CultureOur people span multiple nationalities,cultures and communities,whic
43、h we believe gives us a competitive advantage that is integral to our continued success.We promote an inclusive and collaborative culture that supports the development of key capabilities.This provides a platform for meaningful and rewarding careers with AIA.By engaging with and empowering our peopl
44、e,we are confident they will grow with us in their professional lives and do their best when supporting our customers and communities.Effective GovernanceSound and effective governance and operating to the highest standards of responsible business practices underpin sustainability.It guides AIAs app
45、roach to engaging with our stakeholders,effectively managing risk,while supporting innovation in our businesses and allows us to continue to drive economic and social development across the region.In 2020,we were pleased that our practices were recognised by a number of independent third parties.Thi
46、s is demonstrated through our CDP score,which placed AIA among CDPs“Leadership”group(score of A-)for climate change performance,the highest scoring tier for our sector.This is one of the highest ratings for climate change performance for a Hong Kong-headquartered company.We are also glad that for tw
47、o consecutive years,Sustainalytics has placed AIA in the first percentile of companies in the insurance industry.Despite the trials of the past year,we have seen unprecedented collaboration,including governments,companies,and non-profits working together to serve our communities with courage and com
48、passion.We have seen multiple COVID-19 vaccines approved at unprecedented speeds and businesses quickly adopt technologies to maintain critical access for patients during the darkest times.At AIA we are deeply aware of the social and environmental issues our communities face,and are committed to ove
49、rcoming them in a sustainable and ethical fashion.We look forward to continuing to be a long-term partner for all our customers,to helping ensure they live Healthier,Longer,Better Lives,and by doing so,we will make a positive difference to the sustainable development of our communities for decades t
50、o come.With warmest regards,Lee Yuan SiongGroup Chief Executive and President12 March 2021STATEMENT FROM GROUP CHIEF EXECUTIVE AND PRESIDENTSTATEMENT FROM GROUP CHIEF EXECUTIVE AND PRESIDENTABOUT THIS REPORT2020 ESG AT-A-GLANCECHAIRMANS STATEMENTSTATEMENT FROM GROUP CHIEF EXECUTIVE AND PRESIDENTABOU
51、T THIS REPORTHEALTH AND WELLNESSGREEN OPERATIONSSUSTAINABLE INVESTMENTPEOPLE AND CULTUREEFFECTIVE GOVERNANCEOUR TCFD REPORTFEEDBACKGRI AND HKSE GUIDE CONTENT INDEXWho We AreOur PurposeOur ESG StrategyOur Material IssuesOur Approach to ESG ReportingPAGE 9ABOUT THIS REPORTAbout This ReportWho We AreAI
52、A Group Limited(the“Company”)is pleased to present its ESG Report 2020(the“Report”),which sets out in detail our ESG Strategy and commitment to our Purpose to help millions of people across Asia live Healthier,Longer,Better Lives.AIA Group Limited and its subsidiaries(collectively“AIA”or the“Group”)
53、comprise the largest independent publicly listed pan-Asian life insurance group.It has a presence in 18 markets wholly-owned branches and subsidiaries in Mainland China,Hong Kong SAR1,Thailand,Singapore,Malaysia,Australia,Cambodia,Indonesia,Myanmar,the Philippines,South Korea,Sri Lanka,Taiwan(China)
54、,Vietnam,Brunei,Macau SAR2 and New Zealand,and a 49 per cent joint venture in India.The business that is now AIA was first established in Shanghai more than a century ago in 1919.It is a market leader in Asia(ex-Japan)based on life insurance premiums and holds leading positions across the majority o
55、f its markets.It had total assets of US$326 billion as of 31 December 2020.AIA meets the long-term savings and protection needs of individuals by offering a range of products and services including life insurance,accident and health insurance and savings plans.The Group also provides employee benefi
56、ts,credit life and pension services to corporate clients.Through an extensive network of agents,partners and employees across Asia,AIA serves the holders of more than 38 million individual policies and over 16 million participating members of group insurance schemes.AIA Group Limited is listed on th
57、e Main Board of The Stock Exchange of Hong Kong Limited under the stock code“1299”with American Depositary Receipts(Level 1)traded on the over-the-counter market(ticker symbol:“AAGIY”).1 Hong Kong SAR refers to Hong Kong Special Administrative Region.2 Macau SAR refers to Macau Special Administrativ
58、e Region.PAGE 9AIA GROUP LIMITED|Environmental,Social and Governance Report 2020ABOUT THIS REPORT2020 ESG AT-A-GLANCECHAIRMANS STATEMENTSTATEMENT FROM GROUP CHIEF EXECUTIVE AND PRESIDENTABOUT THIS REPORTHEALTH AND WELLNESSGREEN OPERATIONSSUSTAINABLE INVESTMENTPEOPLE AND CULTUREEFFECTIVE GOVERNANCEOU
59、R TCFD REPORTFEEDBACKGRI AND HKSE GUIDE CONTENT INDEXWho We AreOur PurposeOur ESG StrategyOur Material IssuesOur Approach to ESG ReportingPAGE 10ABOUT THIS REPORTFor more than a century,AIA has strived to make a significant,positive impact for our customers and communities across Asia.As we look to
60、the future,this commitment is reinforced by our Purpose:to help millions of people live Healthier,Longer,Better Lives.Our Purpose guides the decisions we make and the actions we take as an organisation-empowering and HEALTHIER,LONGER,BETTER LIVESOur Purposeenabling people to understand and manage th
61、eir health,while meeting their long-term savings and protection needs.We believe that helping to create a healthier Asia is one of the most important and valuable things we can do for our communities,today and in the future.Our Purpose is to help millions of people across Asia livePAGE 10AIA GROUP L
62、IMITED|Environmental,Social and Governance Report 2020ABOUT THIS REPORT2020 ESG AT-A-GLANCECHAIRMANS STATEMENTSTATEMENT FROM GROUP CHIEF EXECUTIVE AND PRESIDENTABOUT THIS REPORTHEALTH AND WELLNESSGREEN OPERATIONSSUSTAINABLE INVESTMENTPEOPLE AND CULTUREEFFECTIVE GOVERNANCEOUR TCFD REPORTFEEDBACKGRI A
63、ND HKSE GUIDE CONTENT INDEXWho We AreOur PurposeOur ESG StrategyOur Material IssuesOur Approach to ESG ReportingPAGE 11ABOUT THIS REPORTIn 2020,the Group conducted a review of its ESG Strategy with the ambition to develop a more focused and impactful ESG programme that maximises the value we bring o
64、ur communities.Our ESG Strategy Our ESG Strategy is realised by improving healthcare standards and wellness levels,by green operations,driving sustainable investing,supporting our people culture,and effective governance.AIAs ambition is to be a global industry leader in ESG,shaping a sustainable fut
65、ure for the communities we serve and creating long-term value for all our stakeholders.Our ESG StatementA new ESG Strategy was developed considering feedback from both our internal and external stakeholders,and AIAs material sustainability issues,with an ambition to address ESG risks and drive meani
66、ngful impact.During 2021,AIA will establish key performance indicators(KPIs)for each of the strategic pillars in order to measure and manage our ESG performance.The ESG Strategy focuses on five pillars:Health and Wellness,Green Operations,Sustainable Investment,People and Culture,and Effective Gover
67、nance.This Report has been developed around these five pillars.Each section of this Report focuses on a pillar of the ESG Strategy,followed by our approach which is discussed in detail with corresponding proofpoints and initiatives.OUR ESG STRATEGY IS BUILT ON FIVE PILLARSPeople and CultureEffective
68、 GovernanceHealth and WellnessGreen OperationsSustainable InvestmentPAGE 11AIA GROUP LIMITED|Environmental,Social and Governance Report 2020ABOUT THIS REPORT2020 ESG AT-A-GLANCECHAIRMANS STATEMENTSTATEMENT FROM GROUP CHIEF EXECUTIVE AND PRESIDENTABOUT THIS REPORTHEALTH AND WELLNESSGREEN OPERATIONSSU
69、STAINABLE INVESTMENTPEOPLE AND CULTUREEFFECTIVE GOVERNANCEOUR TCFD REPORTFEEDBACKGRI AND HKSE GUIDE CONTENT INDEXWho We AreOur PurposeOur ESG StrategyOur Material IssuesOur Approach to ESG ReportingPAGE 12ABOUT THIS REPORTEngage and inspire people to improve their health and wellness through initiat
70、ives,events,community programmes and campaigns.Champion financial inclusivity and reduce the burden of medical expenses through a focus on protection,prevention and personalised propositions.Provide greater access to quality care,relevant and timely information,diagnoses,treatment and rehabilitation
71、 through our ecosystem partners.Build on our leading integrated wellness solutions and reward customers for behavioural improvements,delivering better health outcomes.Increase digitalisation and automation to reduce the usage of paper and need for business travel.Ensure that all new buildings adhere
72、 to industry-recognised green building standards and environmental management best practices.Encourage improvements in environmental performance while prioritising vendors and business partners who exemplify good ESG practices.Reduce our carbon footprint,while also measuring and managing the amount
73、of waste produced from our operations.Deepen ESG engagement with investee companies in directly managed portfolios.Produce insights and case studies to enhance understanding and the adoption of best practices.Broaden portfolio inclusions by specific considerations of green bonds,sustainability bonds
74、,renewable and alternative energy,and infrastructure.Continue to carbon footprint our investment portfolio,with annual public disclosure and develop emission reduction targets for our portfolio.Continue to build on the consideration of ESG issues in the investment process by augmenting knowledge and
75、 capacity among our investment analysts through dedicated training initiatives.Enhance portfolio exclusions in consideration of our objective to secure long-term investment outcomes.Health and WellnessGreen OperationsSustainable InvestmentFoster a learning culture that supports the development of ou
76、r people and provides a platform for meaningful and purposeful careers with AIA.Embed a culture of ethical decision making and strong risk management,in adherence to our Operating Philosophy and Code of Conduct.Create a supportive work environment that promotes workplace diversity and advances our c
77、ulture of innovation and inclusion.Ensure fair,accountable and equitable processes for employment,progression,and rewards for our people to deliver sustainable business results.People and CultureMaintain a governance programme consistent with international best practice that fosters business integri
78、ty and sound decision-making through a diverse and highly-qualified Board comprising a majority of Independent Non-executive Directors.Lead the promotion of ESG best practice across the region,engaging with all stakeholders including shareholders,regulators,vendors,green finance and industry associa
79、tions.Effectively manage ESG risks and opportunities throughout our business,maintaining and ensuring the sufficiency of our risk management framework to uphold commitments to the highest standards of responsible business practices.Establish AIA as a global leader on key ESG indices,ratings and benc
80、hmarks through effective and relevant ESG reporting.Effective GovernancePAGE 12AIA GROUP LIMITED|Environmental,Social and Governance Report 2020ABOUT THIS REPORT2020 ESG AT-A-GLANCECHAIRMANS STATEMENTSTATEMENT FROM GROUP CHIEF EXECUTIVE AND PRESIDENTABOUT THIS REPORTHEALTH AND WELLNESSGREEN OPERATIO
81、NSSUSTAINABLE INVESTMENTPEOPLE AND CULTUREEFFECTIVE GOVERNANCEOUR TCFD REPORTFEEDBACKGRI AND HKSE GUIDE CONTENT INDEXWho We AreOur PurposeOur ESG StrategyOur Material IssuesOur Approach to ESG ReportingPAGE 13ABOUT THIS REPORTWhat role does life and health insurance play in addressing sustainability
82、 issues?The insurance industry plays an important role in addressing the sustainability challenges our communities face across the region.Life and health insurance provides people with peace of mind knowing that they are protecting themselves,their families and their employees against lifes uncertai
83、nties.Our policies protect millions of people and businesses of all sizes.Non-communicable diseases(NCDs)are a leading cause of death globally.AIA is committed to wellness programmes that help our customers address the significant risk factors associated with increasing levels of NCDs in Asia.In add
84、ition,life and health insurance solutions play a vital role in supporting the continued growth and development of the region.They collect regular premiums from individuals holding long-term savings and protection policies.These premiums are pooled by life insurance companies and deployed into large-
85、scale collective capital investments to match policyholder benefits.These finance long term investment in infrastructure and commercial investment to support further economic growth.While rapid urbanisation and economic development bring rising wealth,lifestyle changes have also disrupted the tradit
86、ional family networks that people have historically relied upon for security and support.These shifts,including the most recent challenges posed by COVID-19,have exacerbated the protection gap for many in our communities.Life and health insurance and savings options help to address the protection ga
87、ps from these societal shifts,reducing the burden on families and national healthcare systems,while providing people with a range of options for accessing medical treatment.PAGE 13AIA GROUP LIMITED|Environmental,Social and Governance Report 2020ABOUT THIS REPORT2020 ESG AT-A-GLANCECHAIRMANS STATEMEN
88、TSTATEMENT FROM GROUP CHIEF EXECUTIVE AND PRESIDENTABOUT THIS REPORTHEALTH AND WELLNESSGREEN OPERATIONSSUSTAINABLE INVESTMENTPEOPLE AND CULTUREEFFECTIVE GOVERNANCEOUR TCFD REPORTFEEDBACKGRI AND HKSE GUIDE CONTENT INDEXWho We AreOur PurposeOur ESG StrategyOur Material IssuesOur Approach to ESG Report
89、ingPAGE 14ABOUT THIS REPORTOur Material IssuesAIAs ESG Strategy provides a framework to prioritise and address sustainability issues.Material ESG issues are sustainability challenges that have the potential to affect our business,stakeholders,strategy,and reporting.Our leadership team identify mater
90、ial issues by taking account of the feedback from our stakeholders and the risks and opportunities posed to our business.We Engage with Our Stakeholders AIAs Environmental,Social and Governance Committee(ESG Committee)oversees the development of the ESG Strategy and monitors performance against ESG
91、metrics and initiatives at the Company.The ESG Committee comprises members of the Group Executive Committee,and an Independent Non-executive Director of the Board.The ESG Committee considers feedback from the Groups stakeholders,including investors,employees,customers,regulators,and the Board.The ES
92、G Committee also considers research both commissioned internally and published by academic institutions.AIA is proactive in engaging with our stakeholders on ESG matters,including investors.The Company also regularly responds to consultations with regulators and industry associations on ESG topics.W
93、e Assess Material ESG Risks and Opportunities In consideration of stakeholder feedback and the risks and opportunities posed to our business,the following three material issues have been identified by the ESG Committee as being central to our efforts to operate sustainably while supporting our commu
94、nities.Other issues that present both risks and opportunities to our business more broadly are outlined on this page and discussed in sections of this Report.Given the challenges posed by COVID-19 to our communities,this was included as a material issue for 2020.The Growing Protection Gap Lifestyle-
95、Related Diseases PollutionOur process to identifying and assessing ESG risks is discussed in further detail within the Effective Governance section.Climate change COVID-19CybersecurityData protection DigitalisationDiversity&inclusionRecruitment&retention Responsible business practicesStaff developme
96、nt&trainingPAGE 14AIA GROUP LIMITED|Environmental,Social and Governance Report 2020ABOUT THIS REPORT2020 ESG AT-A-GLANCECHAIRMANS STATEMENTSTATEMENT FROM GROUP CHIEF EXECUTIVE AND PRESIDENTABOUT THIS REPORTHEALTH AND WELLNESSGREEN OPERATIONSSUSTAINABLE INVESTMENTPEOPLE AND CULTUREEFFECTIVE GOVERNANC
97、EOUR TCFD REPORTFEEDBACKGRI AND HKSE GUIDE CONTENT INDEXWho We AreOur PurposeOur ESG StrategyOur Material IssuesOur Approach to ESG ReportingPAGE 15ABOUT THIS REPORTOur Approach to ESG ReportingThis Report has been structured using the framework provided by our ESG Strategy.The Report is also produc
98、ed in accordance with the“Core”option of the Global Reporting Initiative(GRI)Standards and Financial Services Sector Supplement,with reference to the ESG Reporting Guide set out in Appendix 27 of the Rules Governing the Listing of Securities on The Stock Exchange of Hong Kong Limited(HKSE).As a sign
99、atory to the United Nations Global Compact(the UN Global Compact),AIA also reports on our progress toward the UN Global Compact Ten Principles,and the Task Force on Climate-related Financial Disclosures(TCFD).Our reporting scopeTo provide a comprehensive review of our impact and performance,the Repo
100、rt includes data from all business units where we maintain majority operational control;and excludes data from Tata AIA Life Insurance Limited(Tata AIA Life)where we own a 49 per cent interest in a joint venture.For easy reference to our reporting disclosures,the GRI Index,the UN Global Compact,and
101、the HKSE ESG Content Index are provided at the end of this Report.Additional information relevant to our ESG performance,including financial data and corporate governance matters,can be found in our Annual Report 2020.AIA makes every effort to ensure consistency between the Chinese and English versi
102、ons of this Report.However,in the event of any inconsistency,the English version shall prevail.This Report was reviewed and approved by the Companys Board of Directors(the Board)on 11 March 2021.The United Nations Sustainable Development Goals Developed by the United Nations(UN),the Sustainable Deve
103、lopment Goals(SDGs)are 17 overarching goals that provide a global framework for peace and prosperity in consideration of the environment.Adopted in 2015 by all Member States of the UN,they are strategically important to governments across Asia.Please click on the SDG icons above to be redirected to
104、discussions on each goal.AIA has identified and reported on eight SDGs,shown below and their related targets where our business has the greatest ability to drive change within our markets.This Report outlines our support for related SDGs,with examples and case studies to show how we do this.While we
105、 support these goals,our most direct contribution is to SDG 3,supporting Good Health and Well-being,through our Purpose of enabling Healthier,Longer,Better Lives.PAGE 15AIA GROUP LIMITED|Environmental,Social and Governance Report 2020PAGE 16PAGE 16HEALTH AND WELLNESSEngaging and Inspiring Healthy Li
106、vingGreater Access to Quality CareChampion Financial InclusionDelivering Better Health OutcomesSUPPLEMENT:Supporting our Communities through COVID-19Our Strategic Approach2020 ESG AT-A-GLANCECHAIRMANS STATEMENTSTATEMENT FROM GROUP CHIEF EXECUTIVE AND PRESIDENTABOUT THIS REPORTHEALTH AND WELLNESSGREE
107、N OPERATIONSSUSTAINABLE INVESTMENTPEOPLE AND CULTUREEFFECTIVE GOVERNANCEOUR TCFD REPORTFEEDBACKGRI AND HKSE GUIDE CONTENT INDEXOur ability to sustain AIAs success requires an understanding of the Health and Wellness challenges that our markets face.By identifying the impacts these issues have on our
108、 communities and on our business,we are able to proactively address these in a manner that creates lasting and meaningful shared value.PAGE 16AIA GROUP LIMITED|Environmental,Social and Governance Report 2020HEALTH AND WELLNESSHealth and WellnessAIAs Purpose of enabling Healthier,Longer,Better Lives
109、is aligned with the SDG 3,to promote good health and well-being for all.This section outlines our contributions toward achieving this objective,and SDG Target 3.4:by 2030,reduce by one third*premature mortality from NCDs through prevention and treatment and promote mental health and well-being.*Comp
110、ared to 2015 levelsOur ESG Strategy outlines our approach to driving better health outcomes,greater engagement and access to quality care through our Health and Wellness ecosystem.Engage and inspire people to improve their health and wellness through initiatives,events,community programmes and campa
111、igns.Provide greater access to quality care,relevant and timely information,diagnoses,treatment and rehabilitation through our ecosystem partners.Champion financial inclusivity and reduce the burden of medical expenses through a focus on protection,prevention and personalised propositions.Build on o
112、ur leading integrated wellness solutions and reward customers for behavioural improvements,delivering better health outcomes.PAGE 17PAGE 17HEALTH AND WELLNESSPAGE 17AIA GROUP LIMITED|Environmental,Social and Governance Report 2020We strive to proactively offer our customers new ways to engage with u
113、s,to support their resilience in the face of uncertainty and to ensure our continuity of support and service through difficult times.PAGE 18PAGE 18HEALTH AND WELLNESSEngaging and Inspiring Healthy LivingGreater Access to Quality CareChampion Financial InclusionDelivering Better Health OutcomesSUPPLE
114、MENT:Supporting our Communities through COVID-192020 ESG AT-A-GLANCECHAIRMANS STATEMENTSTATEMENT FROM GROUP CHIEF EXECUTIVE AND PRESIDENTABOUT THIS REPORTHEALTH AND WELLNESSGREEN OPERATIONSSUSTAINABLE INVESTMENTPEOPLE AND CULTUREEFFECTIVE GOVERNANCEOUR TCFD REPORTFEEDBACKGRI AND HKSE GUIDE CONTENT I
115、NDEXEngaging and Inspiring Healthy LivingOur ResearchThe research we conduct allows us to better understand the evolving health challenges and concerns faced by people across the region.This contributes to our development of new products and initiatives that motivate people across Asia to adopt heal
116、thier lifestyle habits.In 2020,we released a ground-breaking research initiative,“Healthier Together”,revealing eight key ingredients that enable people to live Healthier,Longer,Better Lives.The study was conducted by global data insights company Kantar Group and involved in-depth interviews with mo
117、re than 80 experts from a broad spectrum of professional disciplines.In addition,there was a survey of 6,000 consumers across our six markets in the region,representing a cross-section of cultures in Asia,including Australia,Mainland China,Hong Kong,Malaysia,Thailand and Singapore.The findings of th
118、e study delivered a blueprint for“How to live Healthier,Longer,Better Lives”with specific behaviours people can adopt to achieve this,beyond the obvious steps of exercising,eating healthily and getting sufficient sleep,particularly in the context of COVID-19.Based on extensive insights and data,we d
119、iscovered eight core ingredients,along with tangible actions that people can take.What you can do:Take time to understand what motivates you,understand what is important to you in life,and understand your limits,strengths,and weaknesses.What you can do:Feel confident identifying what is right for yo
120、u,focus time and energy on things you can control,and be capable of improving your mental health.Understand yourself and your emotionsTake time to understand your motivations,values,strengths and weaknesses.Feel a sense of independenceFeel confident identifying what you can control and what is right
121、 for you.The nature of risk has changed.Poor lifestyle choices and a general of lack of awareness of healthy living practices contribute to high rates of NCDs across Asia3.AIA will continue to work with our customers and communities to better understand and raise awareness of the evolving health cha
122、llenges and concerns faced by people,providing tailored content,preventative screening and wellness solutions that motivate people to adopt healthier lifestyles.AIA Healthier Together Study:Eight Ingredients for Living Healthier,Longer,Better LivesPAGE 18AIA GROUP LIMITED|Environmental,Social and Go
123、vernance Report 2020HEALTH AND WELLNESS3 World Health Organization(WHO)2018Engage and inspire people to improve their health and wellness through initiatives,events,community programmes and campaigns.PAGE 19PAGE 19HEALTH AND WELLNESSEngaging and Inspiring Healthy LivingGreater Access to Quality Care
124、Champion Financial InclusionDelivering Better Health OutcomesSUPPLEMENT:Supporting our Communities through COVID-192020 ESG AT-A-GLANCECHAIRMANS STATEMENTSTATEMENT FROM GROUP CHIEF EXECUTIVE AND PRESIDENTABOUT THIS REPORTHEALTH AND WELLNESSGREEN OPERATIONSSUSTAINABLE INVESTMENTPEOPLE AND CULTUREEFFE
125、CTIVE GOVERNANCEOUR TCFD REPORTFEEDBACKGRI AND HKSE GUIDE CONTENT INDEXBe active and engagedBe active in your community,and keep physically,socially and mentally active.Never stop learning or exploringExplore new ideas and challenge your own thinking.Have an optimistic outlookLook for the positive e
126、very day and stay focused on the present.Create clear boundaries between work and personal time.Seek out like-minded people and focus on giving them your full attention.Make time to rechargeMaintain quality relationshipsWhat you can do:Create clear boundaries between work and personal time and find
127、ways to recharge your energy levels.What you can do:Focus on giving people your full attention,be open and honest with others,and seek out like-minded people who share similar interests.What you can do:Be an active member of your wider community,remain socially active with friends and family,and rem
128、ain physically and mentally active.What you can do:Explore new ideas and engage with new things,challenge your own thinking,and be open to change.What you can do:Look for the positive things in everyday situations,not letting negative events of the past affect the present and finding enjoyment in wo
129、rk.What you can do:Focus on your own personal goals,look for ways to make work/tasks/chores more engaging,and see setbacks as learning opportunities.Focus on personal goals and see setbacks as learning opportunities.Self-MotivatePAGE 19AIA GROUP LIMITED|Environmental,Social and Governance Report 202
130、0HEALTH AND WELLNESSPAGE 20PAGE 20HEALTH AND WELLNESSEngaging and Inspiring Healthy LivingGreater Access to Quality CareChampion Financial InclusionDelivering Better Health OutcomesSUPPLEMENT:Supporting our Communities through COVID-192020 ESG AT-A-GLANCECHAIRMANS STATEMENTSTATEMENT FROM GROUP CHIEF
131、 EXECUTIVE AND PRESIDENTABOUT THIS REPORTHEALTH AND WELLNESSGREEN OPERATIONSSUSTAINABLE INVESTMENTPEOPLE AND CULTUREEFFECTIVE GOVERNANCEOUR TCFD REPORTFEEDBACKGRI AND HKSE GUIDE CONTENT INDEXThe survey highlighted that there is still more that people can be doing to live Healthier,Longer,Better Live
132、s,with 85 per cent of those surveyed rating their adoption of the eight ingredients as insufficient,leaving only 15 per cent in a high performing group.The group of survey participants who felt they are adopting most of the ingredients of living Healthier,Longer,Better Lives,said that COVID-19 had l
133、ess of a negative impact on their lives.The AIA Healthier Together study supports our Purpose by identifying real actions people can take to improve their physical and mental well-being.In 2021,we will actively consider a number of options that will allow customers to interact with,and measure thems
134、elves against the results,including integrating the study into our customer propositions.PAGE 20AIA GROUP LIMITED|Environmental,Social and Governance Report 2020HEALTH AND WELLNESSAIA Live Inspires,Motivates and EducatesLeveraging the collective power of our AIA Vitality Ambassadors,AIA produced a f
135、irst-of-its-kind online all-day health and wellness event called AIA Live.Over eight hours of live streaming,viewers tuned in to 37 sessions of exclusive and curated health and wellness content,which offered unique insights,tips and practical sessions to inspire people to live Healthier,Longer,Bette
136、r Lives.More than 30 AIA Vitality Ambassadors,including AIA Global Ambassador David Beckham,and partners from around the world shared stories about how they have changed their lives in a positive way.The event drew an audience of more than 63,000 viewers from 60 countries on the day,one million soci
137、al media engagements,and ultimately reached 39 million people online.AIA Vitality members also earned additional points for engaging with AIA Live.PAGE 21PAGE 21HEALTH AND WELLNESSEngaging and Inspiring Healthy LivingGreater Access to Quality CareChampion Financial InclusionDelivering Better Health
138、OutcomesSUPPLEMENT:Supporting our Communities through COVID-192020 ESG AT-A-GLANCECHAIRMANS STATEMENTSTATEMENT FROM GROUP CHIEF EXECUTIVE AND PRESIDENTABOUT THIS REPORTHEALTH AND WELLNESSGREEN OPERATIONSSUSTAINABLE INVESTMENTPEOPLE AND CULTUREEFFECTIVE GOVERNANCEOUR TCFD REPORTFEEDBACKGRI AND HKSE G
139、UIDE CONTENT INDEXGreater Access to Quality CareVirtual Healthcare Online health consultations have become widely accepted by patients and healthcare providers in recent years.When the outbreak of COVID-19 and social distancing measures accelerated the need for holistic digital health solutions,glob
140、al healthcare and technology companies were able to scale existing software platforms and expand their telemedicine capabilities.Throughout this year,AIA has deployed telemedicine solutions and many of our business units strengthened their partnerships with providers to ensure that our customers had
141、 vital access to healthcare.We used these solutions to empower our customers with the right knowledge,tools and professional support to help them be more resilient.From January to December 2020,AIA Singapore saw a sevenfold increase in telemedicine consultations for chronic diseases through Whitecoa
142、t,a mobile application.AIA Sri Lanka provided free telemedicine consultations for all its customers from January to April 2020 through its oDoc service.AIA China,through its strategic partner WeDoctor,also provided teleconsultations to help customers manage chronic illnesses.AIA continues to enhance
143、 its telemedicine business by utilising a combination of artificial intelligence(AI),biometrics,online risk assessments and physical health screenings to ensure a seamless customer experience.Our goal is to minimise unnecessary face-to-face visits with doctors and steer them to the most appropriate
144、healthcare specialist that will be able to deliver accurate diagnoses.As at December 2020,telemedicine consultations were available to 1.3 million customers.Please refer to the Supplement:Supporting our Communities through COVID-19 for further details on telemedicine initiatives in the context of CO
145、VID-19.PAGE 21AIA GROUP LIMITED|Environmental,Social and Governance Report 2020HEALTH AND WELLNESSProvide greater access to quality care,relevant and timely information,diagnoses,treatment and rehabilitation through our ecosystem partners.Through integrating an expanding range of health and wellness
146、 services across all our customer touchpoints,we will make quality care more accessible to our customers.Through our collaboration with partners,we will help people at all stages of their health journey,by getting involved in the prediction,prevention,diagnosis,treatment and recovery stages when nee
147、ded.PAGE 22PAGE 22HEALTH AND WELLNESSEngaging and Inspiring Healthy LivingGreater Access to Quality CareChampion Financial InclusionDelivering Better Health OutcomesSUPPLEMENT:Supporting our Communities through COVID-192020 ESG AT-A-GLANCECHAIRMANS STATEMENTSTATEMENT FROM GROUP CHIEF EXECUTIVE AND P
148、RESIDENTABOUT THIS REPORTHEALTH AND WELLNESSGREEN OPERATIONSSUSTAINABLE INVESTMENTPEOPLE AND CULTUREEFFECTIVE GOVERNANCEOUR TCFD REPORTFEEDBACKGRI AND HKSE GUIDE CONTENT INDEX23%received a refined diagnosisStrategic PartnershipsPersonal medical case management service Through our partnership with Me
149、dix,a global health management solutions provider,AIA has been able to provide our customers with access to state-of-the-art guidance and support from a globally renowned team of medical experts.Having worked with Medix in Hong Kong and Singapore since 2016 and 2018 respectively,we have expanded our
150、 regional partnership to Thailand,Malaysia,Indonesia,Vietnam,India and Australia.Our partnership means AIAs policyholders have access to a review of their medical circumstances by specialists drawn from Medixs team of 300 in-house physicians and its global network of more than 4,000 world-leading,in
151、dependent medical specialists.The holistic medical assessment ensures people have access to the tools needed to make the best decisions concerning their condition and their care,including access to a second opinion if desired.As well as relieving concerns about diagnoses,it also helps ensure they re
152、ceive the best possible care wherever they are in the world.By providing our policyholders with personal medical case management,AIA helps overcome local healthcare disparities and makes international expertise available.This year,in Australia,Indonesia,Thailand,Malaysia,Vietnam,and Hong Kong,AIA an
153、d Medix offered an additional COVID-19 rehabilitation case management service.Eligible policyholders who experienced ongoing COVID-19 related health issues after being discharged from hospital were offered support through recovery and rehabilitation to help them rebuild their health.AIAs partnership
154、 with Medix enhances our differentiated proposition in health and well-being and demonstrates our pledge to go beyond the traditional,passive insurance business model to become a genuine partner with our customers by improving recovery outcomes.PAGE 22AIA GROUP LIMITED|Environmental,Social and Gover
155、nance Report 202027%of customers avoided treatment altogetherHEALTH AND WELLNESS62%of initial treatment plans were amended based on the global best clinical advice providedOF OUR CUSTOMERS WHO USED THIS SERVICE IN 2020:PAGE 23PAGE 23HEALTH AND WELLNESSEngaging and Inspiring Healthy LivingGreater Acc
156、ess to Quality CareChampion Financial InclusionDelivering Better Health OutcomesSUPPLEMENT:Supporting our Communities through COVID-192020 ESG AT-A-GLANCECHAIRMANS STATEMENTSTATEMENT FROM GROUP CHIEF EXECUTIVE AND PRESIDENTABOUT THIS REPORTHEALTH AND WELLNESSGREEN OPERATIONSSUSTAINABLE INVESTMENTPEO
157、PLE AND CULTUREEFFECTIVE GOVERNANCEOUR TCFD REPORTFEEDBACKGRI AND HKSE GUIDE CONTENT INDEXChampion Financial Inclusion As discussed through examples within this sub-section,we seek to understand our customers and our diverse communities,tailoring our products to meet their needs through:Providing pr
158、otection to people not traditionally served by the insurance industry,by expanding into new markets and communities within those markets.Developing innovative propositions that offer cover and mechanisms to obtain cover for previously uninsurable diseases and conditions,new diseases and conditions,a
159、nd expand this coverage to include new treatments and access to care.Increasing existing insurance cover of our customers,to address any shortfall in treatment costs,through new add-ons or solutions.Small and Medium EnterprisesAIA is a major provider of group insurance,supporting businesses and prot
160、ecting their employees across the region.More than half of the Asian labour force works for Small and Medium Enterprises(SMEs),and as they prosper,SMEs contribute significantly to the development of local economies.In 2020,AIA issued more than 80,000 SME policies covering more than 2.3 million emplo
161、yees in 2020.AIA offered free COVID-19 cover for SME employees in select markets,while in others we enabled digital services such as teleconsultation services for doctor appointments.As a recognition of our close partnership with SMEs,for the third consecutive year,AIA Hong Kong received the Best SM
162、Es Partner Award from the Hong Kong General Chamber of Small and Medium Business,for providing high-quality,flexible products and services across both group insurance and retirement.Financial EducationFinancial education is a fundamental part of the development of communities and we host a number of
163、 initiatives across our markets to educate our communities on the importance of savings and insurance.By improving financial literacy and helping people make informed financial planning decisions,we are empowering people to improve their own financial well-being and that of their families and local
164、community.One of our signature programmes is run by the Philam Life Foundation(the Foundation),the Corporate Social Responsibility(CSR)arm of our business in the Philippines.The Foundation runs programmes to help Filipinos achieve financial security,where only about one third of the adult population
165、 had a bank account in 2019.What is the Protection Gap?The protection gap is the shortfall in resources required to protect individuals and families against unforeseen mortality and morbidity risks.In Asia,the mortality protection gap for 2019 was estimated at US$83 trillion and it is thought to be
166、increasing by 4 per cent every year.Research suggests that more than three-quarters of households in Asia face a mortality protection gap of about eight times the average annual household income4.Contributing to this gap are the rising costs and complexity of healthcare alongside the growth of lifes
167、tyle-related diseases,particularly diabetes,hypertension and high cholesterol.The COVID-19 pandemic has also shown how vulnerable we are to novel infectious diseases.The lack of sufficient protection cover for all these diseases can have broader social and economic consequences across the region,not
168、 to mention their potential impact on lives and families.AIA serves the holders of more than 38 million individual policies and over 16 million members of group insurance schemes across the region.As the largest pan-Asian life and health insurer,we are in a unique position to address these challenge
169、s.PAGE 23AIA GROUP LIMITED|Environmental,Social and Governance Report 2020HEALTH AND WELLNESSChampion financial inclusivity and reduce the burden of medical expenses through a focus on protection,prevention and personalised propositions.Across our markets,AIA has a strong commitment to financial inc
170、lusion,which includes offering new products and coverage to previously underserved communities,such as the elderly,young people or those with pre-existing conditions.4 Swiss Re Institute 2020PAGE 24PAGE 24HEALTH AND WELLNESSEngaging and Inspiring Healthy LivingGreater Access to Quality CareChampion
171、Financial InclusionDelivering Better Health OutcomesSUPPLEMENT:Supporting our Communities through COVID-192020 ESG AT-A-GLANCECHAIRMANS STATEMENTSTATEMENT FROM GROUP CHIEF EXECUTIVE AND PRESIDENTABOUT THIS REPORTHEALTH AND WELLNESSGREEN OPERATIONSSUSTAINABLE INVESTMENTPEOPLE AND CULTUREEFFECTIVE GOV
172、ERNANCEOUR TCFD REPORTFEEDBACKGRI AND HKSE GUIDE CONTENT INDEXTo address these issues,the Foundation established the Philam Savings Awareness and Values Education Sessions(Philam SAVES)initiative,running programmes to teach the principles of financial management to students,their parents and teacher
173、s.Philam SAVES is a volunteer initiative by our employees and financial advisors,and is endorsed by the Philippine Governments Department of Education.In 2020,we signed an agreement to extend Philam SAVES to reach 150,000 grade 4 and 5 students in the Bangsamoro Autonomous Region of Muslim Mindanao,
174、in southern Philippines.With this agreement we exceeded our commitment to reach 100,000 savers by 2020.Strategic partnerships:empowering women in Sri LankaAccording to a 2015 AIA survey,Sri Lankan women are the primary decision-makers on matters relating to their familys protection and future,and ar
175、e proactive about managing their health and financial well-being.Sri Lankas low insurance penetration rate of 1.7 per cent suggests that if insurers can understand womens protection priorities and connect with more women,the number of Sri Lankan women and families insured would increase.This year,AI
176、A Sri Lanka and the International Finance Corporation(IFC)signed an agreement to develop a targeted womens insurance programme strategy and suitable products for Sri Lankan women.The partnership will allow AIA to reach more women and empower them to protect what is most important to them.As well as
177、increasing womens access to suitable products,we hope this initiative will also help bring more women into the insurance industry as employees,agents and future leaders.Microinsurance OfferingsMore than half the worlds population do not have any kind of formal social security protection5.For people
178、living in rural and underserved urban areas,microinsurance products can provide protection for those who are unable to afford traditional insurance solutions.AIA Philam Life in the Philippines and Tata AIA Life in India offer microinsurance products in their respective markets,reaching communities w
179、ithout access to traditional life and health insurers.By partnering with microfinance institutions AIA Cambodia has expanded protection cover to more communities across the country.5 ILO 2019 PAGE 24AIA GROUP LIMITED|Environmental,Social and Governance Report 2020HEALTH AND WELLNESSThis section supp
180、orts SDG Target 1.5 of building resilience of the poor and those in vulnerable situations and reduce their exposure and vulnerability to climate-related extreme events and other economic,social and environmental shocks and disasters.Our commitments to financial inclusion align with SDG 10 and relate
181、d target of 10.1 to empower and promote the social,economic and political inclusion of all,irrespective of age,sex,disability,race,ethnicity,origin,religion or economic or other status.PAGE 25PAGE 25HEALTH AND WELLNESSEngaging and Inspiring Healthy LivingGreater Access to Quality CareChampion Financ
182、ial InclusionDelivering Better Health OutcomesSUPPLEMENT:Supporting our Communities through COVID-192020 ESG AT-A-GLANCECHAIRMANS STATEMENTSTATEMENT FROM GROUP CHIEF EXECUTIVE AND PRESIDENTABOUT THIS REPORTHEALTH AND WELLNESSGREEN OPERATIONSSUSTAINABLE INVESTMENTPEOPLE AND CULTUREEFFECTIVE GOVERNANC
183、EOUR TCFD REPORTFEEDBACKGRI AND HKSE GUIDE CONTENT INDEXDelivering Better Health Outcomes70%NON-COMMUNICABLE DISEASES ARE RESPONSIBLE FOR OVEROF ALL DEATHS WORLDWIDENON-COMMUNICABLE DISEASES,INCLUDING MENTAL HEALTH ISSUES,CAN BE ATTRIBUTED TO FIVE BEHAVIOURAL FACTORS755KEYRISKSCHRONICCONDITIONSLUNG
184、DISEASEDIABETESCANCERHEART DISEASEMENTAL HEALTHPHYSICAL INACTIVITYUNHEALTHY DIET SMOKINGEXCESS ALCOHOLAIR POLLUTION19Although economic development in Asia has brought significant improvements in standards of living,the region continues to face significant social and environmental challenges.Health p
185、roblems associated with lifestyle factors and pollution are reflected in an increase of NCDs,which account for 71 per cent of all deaths globally6.37 per cent of deaths from these diseases also occur before the age of 70 while low and middle-income countries face the greatest risk from NCDs,further
186、compromising poverty reduction and development efforts7.Communicable diseases including HIV,tuberculosis,malaria and viral hepatitis,put billions of people around the world at risk.Meanwhile,the protection gap in Asia keeps increasing and was estimated to be US$83 trillion8 in the region in 2019.6 W
187、HO 2018 7 WHO 2014 8 Swiss Re Institute 2020PAGE 25AIA GROUP LIMITED|Environmental,Social and Governance Report 2020HEALTH AND WELLNESSBuild on our leading integrated wellness solutions and reward customers for behavioural improvements,delivering better health outcomes.AIA will build on its integrat
188、ed wellness solutions to address the lifestyle-related risk factors associated with the increasing levels of NCDs and help meet the needs of diverse communities throughout the region.We will work to accomplish this aim by incentivising our members to understand and reward them for improving their he
189、alth,focusing on preventative screenings and prevention and continuously innovating to address health challenges to ensure customers receive the right care at the right time.PAGE 26PAGE 26HEALTH AND WELLNESSEngaging and Inspiring Healthy LivingGreater Access to Quality CareChampion Financial Inclusi
190、onDelivering Better Health OutcomesSUPPLEMENT:Supporting our Communities through COVID-192020 ESG AT-A-GLANCECHAIRMANS STATEMENTSTATEMENT FROM GROUP CHIEF EXECUTIVE AND PRESIDENTABOUT THIS REPORTHEALTH AND WELLNESSGREEN OPERATIONSSUSTAINABLE INVESTMENTPEOPLE AND CULTUREEFFECTIVE GOVERNANCEOUR TCFD R
191、EPORTFEEDBACKGRI AND HKSE GUIDE CONTENT INDEXAIA wellness programmesAIA Vitality is our comprehensive science-backed wellness programme that engages with participants to encourage them to make measurable improvements to their health.This award-winning programme builds on concepts of behavioural econ
192、omics,motivating members to improve their health and well-being by earning AIA Vitality Points,which entitle them to benefits and rewards.AIA Vitality helps members improve their well-being through three key steps:1.Know Your HealthAn AIA Vitality health assessment,which includes fitness,nutritional
193、 and wellness evaluations,encourages members to understand their current state of health,identify areas for improvement,and complete health checks with healthcare providers.Every action members take to complete their health assessment earns AIA Vitality Points.Members are also encouraged and rewarde
194、d with AIA Vitality Points,and offered discounts for screenings and vaccinations to detect and prevent communicable diseases.2.Improve Your HealthAIA Vitality encourages members to set health goals and then awards AIA Vitality Points for taking steps towards achieving them.These steps typically incl
195、ude increasing exercise and activity levels,making healthier meal choices,taking part in fitness programmes,attending smoking cessation courses and getting sufficient sleep.Membership rewards include vouchers for coffee and healthy food,and gym memberships.AIA Vitality also has partnered with leadin
196、g providers of wearables,giving members access to wearables devices at discounted rates,which can in turn assist our members on their health journey.3.Be RewardedTaking positive steps to improve health thus earning AIA Vitality Points,enables members to progress through four Vitality status levels,f
197、rom Bronze to Platinum,enjoying better rewards at each tier.In addition to incentives for healthy living,the benefits also include discounts of up to 15 per cent on our insurance products and vouchers or discounts on shopping,entertainment and travel purchases.PAGE 26AIA GROUP LIMITED|Environmental,
198、Social and Governance Report 2020HEALTH AND WELLNESSPAGE 27PAGE 27HEALTH AND WELLNESSEngaging and Inspiring Healthy LivingGreater Access to Quality CareChampion Financial InclusionDelivering Better Health OutcomesSUPPLEMENT:Supporting our Communities through COVID-192020 ESG AT-A-GLANCECHAIRMANS STA
199、TEMENTSTATEMENT FROM GROUP CHIEF EXECUTIVE AND PRESIDENTABOUT THIS REPORTHEALTH AND WELLNESSGREEN OPERATIONSSUSTAINABLE INVESTMENTPEOPLE AND CULTUREEFFECTIVE GOVERNANCEOUR TCFD REPORTFEEDBACKGRI AND HKSE GUIDE CONTENT INDEXFulfilling Our PromiseThrough AIA Vitality we are empowering people to take c
200、ontrol of their health and focus on the risks associated with increasing rates of NCDs such as diabetes,cardiovascular disease and cancer.AIA Vitality is currently available in Hong Kong,Thailand,Singapore,Malaysia,Australia,South Korea,Macau,the Philippines,Indonesia and New Zealand.AIA has also de
201、veloped a wellness programme to meet the specific needs of our customers in Mainland China.We monitor and report on the health impacts of the AIA Vitality Programme with verifiable health data.To date we have captured 8.7 million health assessments,4.1 million body mass index(BMI)readings and are tr
202、acking more than 790,000 workouts submitted via fitness trackers each day.OVERALL MEMBERSHIP OF OUR WELLNESS PROGRAMMES ACROSS THE GROUP EXCEEDED 1.8 MILLION AT THE END OF DECEMBER 2020.A members AIA Vitality Age is their actual age relative to a variety of heath factors.Members improved their Vital
203、ity Age by an average of 0.67 yearssince joining the programme24%of our members who started with an unhealthy BMI range have moved to a healthy range52%of our members who started with an unhealthy blood pressure range have moved to a healthy range37%of our members who started with an unhealthy chole
204、sterol range have moved to a healthy range73%of our members who started with an unhealthy glucose range have moved to a healthy rangePAGE 27AIA GROUP LIMITED|Environmental,Social and Governance Report 2020HEALTH AND WELLNESSPAGE 28PAGE 28HEALTH AND WELLNESSEngaging and Inspiring Healthy LivingGreate
205、r Access to Quality CareChampion Financial InclusionDelivering Better Health OutcomesSUPPLEMENT:Supporting our Communities through COVID-192020 ESG AT-A-GLANCECHAIRMANS STATEMENTSTATEMENT FROM GROUP CHIEF EXECUTIVE AND PRESIDENTABOUT THIS REPORTHEALTH AND WELLNESSGREEN OPERATIONSSUSTAINABLE INVESTME
206、NTPEOPLE AND CULTUREEFFECTIVE GOVERNANCEOUR TCFD REPORTFEEDBACKGRI AND HKSE GUIDE CONTENT INDEXMaintaining Fitness HabitsThe importance of staying healthy was a particular focus in 2020.Pandemic prevention measures changed many peoples established fitness habits and threatened to negatively impact p
207、hysical and mental well-being.To ensure that AIA Vitality members maintained their fitness and wellness habits,even when they had to stay home and were socially isolated,AIA found new ways to engage with customers,and introduced new ways for them to earn points and stay motivated.During the year,we
208、made several enhancements to the AIA Vitality platform to improve reach and engagement.Members completed nearly one million new mental well-being assessments over the 12 months as we increased our focus on mental resilience across our markets.We also entered an exclusive regional partnership with Ho
209、lmusk,a global data science and healthcare technology company to develop AI enabled nutrition coaching services for AIA Vitalitys nutrition programme.In March 2020,when Australia moved into a nationwide lockdown,many people could not go to the gym,workout outdoors or participate in sports as they us
210、ually did.In response,AIA Vitality increased the number of points awarded for daily step goals,leading to a 23 per cent increase in members using tech devices to track their activities.AIA Australia and AIA New Zealand also developed the AIA Vitality Well-being Toolkit,an online resource comprising
211、articles,podcasts and videos,providing tools,tips and inspiration on staying mentally and physically well and active at home.Members could also earn points through participation in online workouts when advised to stay indoors.In October,AIA Singapore organised AIA Health&Wellness Live 2020,awarding
212、AIA Vitality Points to members for tuning in.This two-day event featured both live and pre-recorded content,featuring panel discussions on balancing business productivity and employee wellness,the healthcare revolution,and provided tips from health and mental wellness experts,healthy recipe cooking
213、demonstrations and workouts.Innovating to Address Health ChallengesAIA continues to develop new products that provide care to our customers throughout their lives,to support the prevention,treatment,and management of health outcomes.Cancer and Serious Infections Disease ProtectionIn 2020 we launched
214、 AIA One Absolute Cancer&Serious Infectious Disease Protection(AOACS)in Hong Kong,a first-in-market proposition that pays claims based on the impact of the customers condition and their medical journey.There are more than 100 types of cancer and myriad treatment options that depend on the type and s
215、tage of the cancer and whether it has metastasised from the original site.Meanwhile,infectious diseases continue to evolve,and existing viruses such as malaria and dengue have spread to new areas.Scientists have discovered at least 40 new infectious diseases since the 1970s,including SARS,Ebola,MERS
216、,avian flu,swine flu and Zika virus,while diseases such as cholera and tuberculosis,thought to be in decline,have rebounded.Rather than linking claims to a technical or medical diagnosis or medical bills,AIA has innovated to address changes in cancer treatments and outcomes.As well as providing life
217、 insurance and health protection based on the severity of cancer and carcinoma-in-situ and future medical advances in treatments,AOACS includes cover for any known or novel serious infectious disease that the WHO declares to be a Public Health Emergency of International Concern,which includes COVID-
218、19.With claims calculated using a transparent scoring system and total benefits payable up to 160 per cent of the sum assured in the most severe cases,AOACS offers extra protection for conditions with a high degree of severity,at an affordable premium.Well-being Coaching Programmes More people are s
219、urviving cancer than ever before,thanks to early detection and improved treatments.Regardless,a cancer diagnosis can be an overwhelming and isolating experience.Recent studies suggest health outcomes and quality of life can improve with greater patient engagement and self-management,but there is a l
220、ack of supporting tools for cancer patients outside of the clinical setting.Research has also demonstrated that patients who focus actively on their well-being,such as logging PAGE 28AIA GROUP LIMITED|Environmental,Social and Governance Report 2020HEALTH AND WELLNESSPAGE 29PAGE 29HEALTH AND WELLNESS
221、Engaging and Inspiring Healthy LivingGreater Access to Quality CareChampion Financial InclusionDelivering Better Health OutcomesSUPPLEMENT:Supporting our Communities through COVID-192020 ESG AT-A-GLANCECHAIRMANS STATEMENTSTATEMENT FROM GROUP CHIEF EXECUTIVE AND PRESIDENTABOUT THIS REPORTHEALTH AND W
222、ELLNESSGREEN OPERATIONSSUSTAINABLE INVESTMENTPEOPLE AND CULTUREEFFECTIVE GOVERNANCEOUR TCFD REPORTFEEDBACKGRI AND HKSE GUIDE CONTENT INDEXtheir symptoms,exercising,and undergoing rehabilitation,have better health outcomes while undergoing cancer treatments and in their post-cancer lives.In 2018,in l
223、ight of these findings,AIA partnered with CancerAid to develop a pilot programme to support our customers undergoing cancer treatment.The CancerAid Coach Program is a digital application-based initiative that includes weekly educational modules,self-management tools and techniques,and a personal coa
224、ch who provides education,motivation,accountability,and well-being support.The six-week coaching programme empowers members living with cancer to gain greater control over their disease and support them to make a successful transition to a full and meaningful life after cancer.This digital and perso
225、nalised approach helps patients to navigate their care and achieve improved health outcomes.The results have been positive:40 per cent of CancerAid Coach customers progressed through to AIA comprehensive occupational rehabilitation programmes,and 82 per cent of customers who enrolled in these progra
226、mmes returned to work.In addition,97.5 percent of customers reported that they were satisfied with the programme.At Australias 2020 Shared Value Awards,the CancerAid Coach Program was awarded Shared Value Project of the Year,while AIA Australia was honoured as Shared Value Organisation of the Year.B
227、oth awards reflect AIAs commitment to doing more to make a difference in the lives of customers when they need it most.PAGE 29AIA GROUP LIMITED|Environmental,Social and Governance Report 2020HEALTH AND WELLNESSPAGE 30PAGE 30HEALTH AND WELLNESSEngaging and Inspiring Healthy LivingGreater Access to Qu
228、ality CareChampion Financial InclusionDelivering Better Health OutcomesSUPPLEMENT:Supporting our Communities through COVID-192020 ESG AT-A-GLANCECHAIRMANS STATEMENTSTATEMENT FROM GROUP CHIEF EXECUTIVE AND PRESIDENTABOUT THIS REPORTHEALTH AND WELLNESSGREEN OPERATIONSSUSTAINABLE INVESTMENTPEOPLE AND C
229、ULTUREEFFECTIVE GOVERNANCEOUR TCFD REPORTFEEDBACKGRI AND HKSE GUIDE CONTENT INDEXTo find out more about our CSR programmes,visit our CSR webpage.Our employees volunteered more than 13,000HOURS.In 2020,we contributed over US$4.5MILLION to community causes.PAGE 30AIA GROUP LIMITED|Environmental,Social
230、 and Governance Report 2020HEALTH AND WELLNESSSUPPLEMENT:Supporting Our Communities Through COVID-19This supplement to our Report this year outlines the considerable ways that we have supported our communities during this challenging time.2020 was an exceptional year with all of our communities faci
231、ng unprecedented socioeconomic challenges as COVID-19 affected millions of lives across our markets,impacting peoples physical,mental and financial well-being.From the early weeks of the pandemic,AIA responded rapidly,staying true to our Purpose of helping people live Healthier,Longer,Better Lives.P
232、eople working in every part of our business were proactive and quick to adapt.We changed the way we worked to address the needs of our stakeholders and respond to unexpected situations.It was vital that we acted quickly and stayed resilient to ensure continuity of support.PAGE 31PAGE 31HEALTH AND WE
233、LLNESSEngaging and Inspiring Healthy LivingGreater Access to Quality CareChampion Financial InclusionDelivering Better Health OutcomesSUPPLEMENT:Supporting our Communities through COVID-192020 ESG AT-A-GLANCECHAIRMANS STATEMENTSTATEMENT FROM GROUP CHIEF EXECUTIVE AND PRESIDENTABOUT THIS REPORTHEALTH
234、 AND WELLNESSGREEN OPERATIONSSUSTAINABLE INVESTMENTPEOPLE AND CULTUREEFFECTIVE GOVERNANCEOUR TCFD REPORTFEEDBACKGRI AND HKSE GUIDE CONTENT INDEXPAGE 31AIA GROUP LIMITED|Environmental,Social and Governance Report 2020HEALTH AND WELLNESSAustraliaIn Australia,AIA sought to alleviate potential stressors
235、 for customers making claims and took a flexible approach to assessment wherever possible.For long-term income protection claimants,we lifted the requirement for a monthly medical certification and placed these customers on scheduled payments for three months,to avoid the need to visit a doctor in p
236、erson.For other claims,staff sought to get information from claimants by phone or via telehealth services,to reduce the need for in-person medical reviews.Sri LankaAIA worked with Sri Lankas Ministry of Health to provide free life insurance cover worth LKR 500,000,as well as a hospital cash benefit
237、to employees from three of the main hospitals and centres dedicated to treating COVID-19.As part of its own#ShareTheLove campaign,AIA Sri Lanka also gave customers the opportunity to give someone else a year of life cover worth LKR 1 million when they bought a new policy.Expanding Protection CoverMa
238、ny of our customers faced unexpected health concerns and worries about financial insecurity.AIA wanted to reassure and support our customers and encourage community resilience by offering additional insurance cover free of charge in some markets,as one of a number of other initiatives.Mainland China
239、In the early days of the pandemic,AIA China took a series of immediate actions to alleviate the financial stress suffered by patients.This included a RMB 200,000 payment to policyholders in case of disability or as a compassionate benefit to families as a result of COVID-19,during the critical perio
240、d from February to June 2020.AIA China also provided insurance protection of up to RMB 600,000 for each medical worker from a total of 43 hospitals,who went to Hubei province and its capital city of Wuhan to offer their care and support.Hong Kong and MacauAIA Hong Kong responded to the developing pa
241、ndemic by providing free enhanced protection against COVID-19 and claim support measures to all customers.Identifying a protection gap for frontline cleaning workers,AIA initiated a campaign titled“Unsung Heroes”and offered free protection benefits as a way to thank these essential workers who provi
242、de an invaluable service to Hong Kong and Macau.The AIA Foundation also donated 10,000 health protection kits to disadvantaged families.As a significant commitment to our communities,AIA extended free COVID-19 coverage until 30 September 2020,with HK$/MOP 15,000 diagnosis benefit and HK$/MOP 150,000
243、 compassionate benefit,to all Hong Kong and Macau residents and AIA customers who registered for the free cover via the AIA Connect mobile app.As part of this campaign AIA offered free COVID-19 protection cover to over 500,000 people.SingaporeAIA Singapore provided free COVID-19 coverage for 2.6 mil
244、lion existing eligible individual customers,corporate members,employees and AIA representatives.As part of the AIA#ShareTheLove 2020 campaign,we enabled customers to purchase affordable life cover for themselves and provide loved ones with additional cover for free.AIA offered complimentary AIA#Shar
245、eTheLove Insurance plans covering COVID-19 and 21 infectious diseases,including dengue fever for the essential workforce.To ease worries about financial instability,AIA Singapore introduced AIA Retrenchment Cover for selected AIA plans as a complimentary benefit for policyholders should they be retr
246、enched involuntarily and remain unemployed.This free coverage waives the premiums for specified policies for up to 12 months.PAGE 32PAGE 32HEALTH AND WELLNESSEngaging and Inspiring Healthy LivingGreater Access to Quality CareChampion Financial InclusionDelivering Better Health OutcomesSUPPLEMENT:Sup
247、porting our Communities through COVID-192020 ESG AT-A-GLANCECHAIRMANS STATEMENTSTATEMENT FROM GROUP CHIEF EXECUTIVE AND PRESIDENTABOUT THIS REPORTHEALTH AND WELLNESSGREEN OPERATIONSSUSTAINABLE INVESTMENTPEOPLE AND CULTUREEFFECTIVE GOVERNANCEOUR TCFD REPORTFEEDBACKGRI AND HKSE GUIDE CONTENT INDEXPAGE
248、 32AIA GROUP LIMITED|Environmental,Social and Governance Report 2020HEALTH AND WELLNESSExpanding Virtual Healthcare Access Technology was key to keeping our people and our communities safe and ensuring continuity from the start of the pandemic.Across the world,as concern grew about healthcare facili
249、ties being overwhelmed,we worked with our strategic partners to develop more online medical services to offer accessible solutions to our customers and ease pressure on local medical infrastructure.When it became imperative to practice social distancing and exercise caution when meeting indoors,we w
250、ere able to leverage our existing digitalisation initiatives and accelerate other projects to make many of our products available online.At a time when health,well-being and access to healthcare were of the utmost importance and yet often inaccessible,we put digital solutions in place to facilitate
251、and ensure continuity of care.The value of telehealth services has been demonstrated in many of our markets.Key examples of some of these initiatives are outlined below.Mainland ChinaBy making its network of over 45,000 licensed doctors available to provide online medical consultations directly to c
252、ustomers,AIA China and its strategic partner WeDoctor helped to ease pressure on local hospitals dealing with COVID-19 patients.ThailandTo support people at high risk of contracting the virus and those concerned about symptoms,AIA Thailand,in collaboration with communications firm True Digital Group
253、 and SAMITIVEJ,a Thai hospital group,launched Virtual COVID-19 Clinic.The service provided a 24/7 teleconsultation service free of charge for a one-month period.SingaporeAiming to reduce some of the pressure on the health system,AIA Singapore,in partnership with on-demand telemedicine provider White
254、Coat,offered corporate customers access to teleconsultation services with doctors as part of their employee benefits and covered the cost of 50,000 teleconsultations for holders of the HealthShield Gold Max policy.AustraliaTo reduce the potential impact of the pandemic,AIA Australia moved face-to-fa
255、ce occupational rehabilitation services to a telehealth service and delivered more services to customers at home through its health coaching programmes.Medical studies suggest that patients who recover from COVID-19 have an increased chance of developing chronic lung diseases.To ensure better health
256、 outcomes for our customers,AIA Australia created an industry-first telehealth programme called Breathe Well,to help customers manage their respiratory health.Breathe Well offers seven coaching sessions delivered by exercise physiologists and education on appropriate exercises during their recovery.
257、The programme also identifies participants who require a formal rehabilitation programme and then connects them with an expert rehabilitation team.Sri LankaIn recognition of the difficult circumstances,AIA Sri Lanka made its oDoc service free to select insurance customers.oDoc is a mobile applicatio
258、n that connects patients with doctors for video,audio and text consultations,allowing customers to book over 400 Sri Lanka Medical Council registered general practitioners and specialists,receive prescriptions and get medication delivered.If lab tests are required,the app can arrange for a mobile la
259、b to be sent to homes or offices.PAGE 33PAGE 33HEALTH AND WELLNESSEngaging and Inspiring Healthy LivingGreater Access to Quality CareChampion Financial InclusionDelivering Better Health OutcomesSUPPLEMENT:Supporting our Communities through COVID-192020 ESG AT-A-GLANCECHAIRMANS STATEMENTSTATEMENT FRO
260、M GROUP CHIEF EXECUTIVE AND PRESIDENTABOUT THIS REPORTHEALTH AND WELLNESSGREEN OPERATIONSSUSTAINABLE INVESTMENTPEOPLE AND CULTUREEFFECTIVE GOVERNANCEOUR TCFD REPORTFEEDBACKGRI AND HKSE GUIDE CONTENT INDEXPAGE 33AIA GROUP LIMITED|Environmental,Social and Governance Report 2020HEALTH AND WELLNESSSafeg
261、uarding Health through Digital SalesTo safeguard the health of our customers,employees and agents,we moved to digital sales in many markets and will continue to leverage leading-edge digital technology to proactively respond to the ever-changing market landscape.We also introduced AirSign and Sign E
262、verywhere solutions,so our customers could have the option to sign forms on their mobile phones without meeting in person.AirSign solutions have been launched in Hong Kong,Singapore,Thailand,Malaysia,the Philippines,Indonesia,Myanmar and Cambodia.In an industry first initiative for Sri Lanka,AIA als
263、o enabled customers to use enterprise-grade,secure remote digital signatures.Hong KongIn July,AIA Hong Kong launched“Remote Insurance Purchase”to make it safe for customers to buy insurance and receive uninterrupted protection by connecting with AIA via digital,telephone,post and video-conference se
264、rvices.A total of 23 products were made available under this arrangement,including medical,critical illness,term policies and personal accident categories.Indonesia Amid extended social restrictions in Indonesia,we introduced AIA DigiBuy,which allowed customers to purchase insurance through a virtua
265、l meeting by telephone or video call.Through AIA DigiBuy,agents were able to explain product and benefits and continue the sales process remotely.The PhilippinesAIA Philam Life launched The Coffee Closing Project,an enhanced digital selling platform with a 20-minute three-step process:1.e-Submission
266、 and e-Signature,where customers review and acknowledge the insurance agreement;2.e-Payment via debit or credit card;and 3.Auto Underwrite using Fusion,a proprietary technology,to finalise the insurance policy.Award for Resilience At the 2020 Hong Kong International Data Corporation(IDC)Digital Tran
267、sformation Awards,AIA received the Hong Kong 2020 Special Award for Resiliency.The market research company reported that AIA responded with speed and purpose to the outbreak of COVID-19 by accelerating the adoption of new digital tools and online capabilities,to ensure agents could continue to deliv
268、er uninterrupted service and support to our customers and our communities.Remote agency meetings,communications and remote sales were enabled across all markets,and by the end of April 2020,almost half of AIAs sales were being closed remotely.In addition,significant progress was made on increasing a
269、ccess to digital learning and recruitment,with most markets on track to deliver enhanced capabilities.While COVID-19 helped accelerate the adoption of some of these new tools,digitalisation drives our transformation strategy.PAGE 34PAGE 34HEALTH AND WELLNESSEngaging and Inspiring Healthy LivingGreat
270、er Access to Quality CareChampion Financial InclusionDelivering Better Health OutcomesSUPPLEMENT:Supporting our Communities through COVID-192020 ESG AT-A-GLANCECHAIRMANS STATEMENTSTATEMENT FROM GROUP CHIEF EXECUTIVE AND PRESIDENTABOUT THIS REPORTHEALTH AND WELLNESSGREEN OPERATIONSSUSTAINABLE INVESTM
271、ENTPEOPLE AND CULTUREEFFECTIVE GOVERNANCEOUR TCFD REPORTFEEDBACKGRI AND HKSE GUIDE CONTENT INDEXPAGE 34AIA GROUP LIMITED|Environmental,Social and Governance Report 2020HEALTH AND WELLNESSFinancial instability,lockdowns,quarantine,closed borders,travel bans,and social distancing measures all raised c
272、oncerns about increased social isolation and the negative impact on mental well-being.Supporting Mental Well-being In Australia,AIA proactively engaged with regulators and the government to raise concerns about the potential for increased mental health problems.AIA Australia,alongside other insurers
273、 and superannuation funds,partnered with mental health organisation SuperFriend to advocate for the adoption of initiatives to address mental health issues during the pandemic.In May,AIA Australia entered a partnership with the Mentemia mental well-being platform,to launch an evidence-based mental h
274、ealth app.Available free of charge to everyone in Australia for six months,the app contained simple,bite-size tools and techniques to help communities cope with common stressors.AIA Malaysia partnered with ThoughtFull to provide its employees with free unlimited access to mental health coaching by c
275、ertified professionals via ThoughtFullChat,a mobile app.Community Support and DonationsFrom the start of the pandemic,AIA recognised the importance of supporting local communities and healthcare infrastructure,responding to the new issues faced by communities with both donations and community engage
276、ment.Across the markets we operate in,we pledged a total of nearly US$1 million of pandemic support to charities,medical institutions and partners who can channel resources to families in need,extending our support to a wider group of beneficiaries.Mainland ChinaIn collaboration with WeDoctor,AIA Ch
277、ina contributed more than RMB 4 million to sponsor medical kits to Wuhan and surrounding cities in Hubei,which included 10 tonnes of disinfectant,960 virus testing kits,60 respirators and 20 thousand pairs of surgical gloves.In partnership with the Amity Foundation,more than 3,800 AIA China agents a
278、nd employees raised over RMB 500,000 in funds that were used to purchase an ambulance and 150,000 pairs of surgical gloves for Hubei province.VietnamTo provide financial support for doctors and medical staff working on the frontline,AIA Vietnam made donations totalling VND 2 billion for essential me
279、dical equipment.AIA Vietnam also set up a financial assistance programme of up to VND 23 billion for frontline medical workers who tested positive for COVID-19.Thailand“Fight Together Against COVID-19”rallied AIA Thailand employees,agents,business partners and customers to engage with communities ac
280、ross the kingdom as volunteers on various relief projects targeting low-income families,people with disabilities and other under-served groups.They distributed 12,000 kindness survival kits to people most affected by COVID-19 in 12 provinces across Thailand and our agency force also donated THB 300,
281、000 to local hospitals and the National Cancer Institute.Digital TransformationEncouraging Good ESG PracticeGreen Buildings Reducing our Carbon FootprintPAGE 35GREEN OPERATIONS2020 ESG AT-A-GLANCECHAIRMANS STATEMENTSTATEMENT FROM GROUP CHIEF EXECUTIVE AND PRESIDENTABOUT THIS REPORTHEALTH AND WELLNES
282、SGREEN OPERATIONSSUSTAINABLE INVESTMENTPEOPLE AND CULTUREEFFECTIVE GOVERNANCEOUR TCFD REPORTFEEDBACKGRI AND HKSE GUIDE CONTENT INDEXPAGE 35AIA GROUP LIMITED|Environmental,Social and Governance Report 2020GREEN OPERATIONSGreen OperationsThe environment has a direct impact on the health and well-being
283、 of our customers,our employees and our communities.It is critically important that we understand the effects of our own impact,and where possible,influence positive environmental practices amongst our stakeholders and within our markets.Our Green Operations pillar encompasses four key priorities.In
284、crease digitalisation and automation to reduce the usage of paper and need for business travel.Encourage improvements in environmental performance while prioritising vendors and business partners who exemplify good ESG practices.Ensure that all new buildings adhere to industry-recognised green build
285、ing standards and environmental management best practices.Reduce our carbon footprint,while also measuring and managing the amount of waste produced from our operations.This section outlines our support of SDG 13 on climate action,and SDG Target 13.3 to improve education,awareness-raising and human
286、and institutional capacity on climate change mitigation,adaptation,impact reduction and early warning.Our Strategic ApproachPAGE 36GREEN OPERATIONSPAGE 36AIA GROUP LIMITED|Environmental,Social and Governance Report 2020Digital TransformationEncouraging Good ESG PracticeGreen Buildings Reducing our C
287、arbon FootprintPAGE 37GREEN OPERATIONSDetails of AIAs Supplier Code of Conduct are linked here.2020 ESG AT-A-GLANCECHAIRMANS STATEMENTSTATEMENT FROM GROUP CHIEF EXECUTIVE AND PRESIDENTABOUT THIS REPORTHEALTH AND WELLNESSGREEN OPERATIONSSUSTAINABLE INVESTMENTPEOPLE AND CULTUREEFFECTIVE GOVERNANCEOUR
288、TCFD REPORTFEEDBACKGRI AND HKSE GUIDE CONTENT INDEXAIAs digital transformation is helping to shape our future and end the traditional view of insurance as an industry reliant upon forms and paperwork.Meanwhile,our use of video conferencing technology has improved efficiency and reduced the need for
289、business travel.PAGE 37AIA GROUP LIMITED|Environmental,Social and Governance Report 2020GREEN OPERATIONSIncrease digitalisation and automation to reduce the usage of paper and need for business travel.Digital Transformation Encourage improvements in environmental performance while prioritising vendo
290、rs and business partners who exemplify good ESG practices.Building on a framework created in 2018,we track our levels of digitalisation and automation in operations across all our markets.Our main focus is on digitalising more of our customer interactions,to create better service options and reduce
291、the amount of paper we consume.During 2020,as a result of the COVID-19 pandemic,we made more products available through digital channels and customers were able to buy products and submit more claims online than ever before.As of the end of the year,more than 70 per cent of our buy,service and claim
292、s Encouraging Good ESG Practice AIA encourages suppliers to minimise their energy consumption and carbon footprint,and we promote the use of environmentally friendly technology.AIA also urges that our event partners consider their environmental performance,incorporating environmental considerations
293、as part of our supplier registration process.60%+of communications with policyholders completed digitally,requiring fewer paper letters.We consider it our responsibility to engage with our value chain partners including suppliers on good ESG practice.As well as reducing paper usage through digitalis
294、ation,we have committed to choosing sustainably sourced paper throughout our operations.Other aspects of our approach to supplier engagement are discussed under the Effective Governance section of this Report,which outlines our approach towards due diligence.transactions were submitted digitally.We
295、now use digital methods for more than 60 per cent of communications with policyholders,requiring fewer physical paper letters.Following the successful utilisation of video conferencing technology in 2020 for meetings and collaboration,AIA aims to continue to use this technology,where feasible,to red
296、uce the need for business travel.Emissions from business travel are incorporated within the Groups Scope 3 emission footprint found in Our TCFD Report.Digital TransformationEncouraging Good ESG PracticeGreen Buildings Reducing our Carbon FootprintPAGE 38GREEN OPERATIONS2020 ESG AT-A-GLANCECHAIRMANS
297、STATEMENTSTATEMENT FROM GROUP CHIEF EXECUTIVE AND PRESIDENTABOUT THIS REPORTHEALTH AND WELLNESSGREEN OPERATIONSSUSTAINABLE INVESTMENTPEOPLE AND CULTUREEFFECTIVE GOVERNANCEOUR TCFD REPORTFEEDBACKGRI AND HKSE GUIDE CONTENT INDEXPAGE 38AIA GROUP LIMITED|Environmental,Social and Governance Report 2020GR
298、EEN OPERATIONSGreen BuildingsEnsure that all new buildings adhere to industry-recognised green building standards and environmental management best practices.AIAs commitment to incorporating green standards as an integral part of the design concept and construction phase,are outlined as requirements
299、 within the Groups ESG Investment Standard.Through our investments,we are able to commit resources to acquire or develop green Developing sustainable buildings by achieving WELL Building Certificationbuildings,while also continuing to retrofit and upgrade older buildings in our portfolio to higher g
300、reen standards.Our portfolio of green buildings also plays an important role in reducing our environmental impact and providing energy-efficient,low carbon spaces to employees and tenants.The quality and design of indoor environments can affect our well-being,so developing healthy,sustainable buildi
301、ngs aligns with our Purpose to help people live Healthier,Longer,Better Lives.AIAs commitment to green buildings is evidenced by our Leadership in Energy and Environmental Design(LEED)certified building portfolio.In 2020,AIA Thailand went further and achieved the WELL Building Standard Gold-level Pr
302、e-certification for AIA East Gateway,a mixed office and retail development in south-east Bangkok.By adopting the WELL Building Standard,AIA goes beyond environmental performance of the building and embraces human-centred design,benefiting the physical and mental well-being of building users.AIA East
303、 Gateway incorporates many distinctive features including an outdoor swimming pool,multi-functional gymnasium and sports complex,a jogging track,landscaped gardens with water features and ventilation systems with high-efficiency filters.The built environment has a direct impact on peoples health and
304、 well-being.As a major property investor in Asia,the overall sustainability and environmental impact of a building is always a key consideration in our real estate acquisition.Digital TransformationEncouraging Good ESG PracticeGreen Buildings Reducing our Carbon FootprintPAGE 39GREEN OPERATIONS2020
305、ESG AT-A-GLANCECHAIRMANS STATEMENTSTATEMENT FROM GROUP CHIEF EXECUTIVE AND PRESIDENTABOUT THIS REPORTHEALTH AND WELLNESSGREEN OPERATIONSSUSTAINABLE INVESTMENTPEOPLE AND CULTUREEFFECTIVE GOVERNANCEOUR TCFD REPORTFEEDBACKGRI AND HKSE GUIDE CONTENT INDEXPAGE 39AIA GROUP LIMITED|Environmental,Social and
306、 Governance Report 2020GREEN OPERATIONSOur Portfolio of Green BuildingsAward NameBuildingLocationYear of AwardWELL Building Standard Gold-Level Pre-certificationAIA East GatewayBangkok,Thailand2020Dual GOLD LEED certifications(New Construction+Existing Buildings:Operations and Maintenance)AIA Capita
307、l CentreBangkok,Thailand2018LEED Platinum Rating in the category of Existing Buildings:Operations and Maintenance Two AIA Financial CenterNanhai,China2018LEED Platinum Rating in the category of Existing Buildings:Operations and Maintenance One AIA Financial CenterNanhai,China2017Pre-certification of
308、 LEED SilverPhilam Life Center CebuCebu,Philippines2017Certificate of Green Building Design Label Two AIA Financial CenterNanhai,China2015The LEED Gold CertificationAIA Sathorn TowerBangkok,Thailand2015Best Commercial Development(Thailand),Best Green Development,Best Office Development and Highly Co
309、mmended Architectural Awards in ThailandAIA Sathorn TowerBangkok,Thailand2015Best Commercial Development in Thailand 2014 Award AIA Capital CentreBangkok,Thailand2014Best Commercial Development in South East Asia in 2014AIA Capital CentreBangkok,Thailand2014LEED Silver Certification for Existing Bui
310、ldings:Operations and MaintenanceAIA Central Hong Kong,China 2012Excellent Rating of the Hong Kong Building Environmental Assessment Method HK-BEAM for New Office DesignsAIA CentralHong Kong,China2005Digital TransformationEncouraging Good ESG PracticeGreen Buildings Reducing our Carbon FootprintPAGE
311、 40GREEN OPERATIONSFor further details on how we address our operational footprint,please refer to our Environmental Policy linked here.2020 ESG AT-A-GLANCECHAIRMANS STATEMENTSTATEMENT FROM GROUP CHIEF EXECUTIVE AND PRESIDENTABOUT THIS REPORTHEALTH AND WELLNESSGREEN OPERATIONSSUSTAINABLE INVESTMENTP
312、EOPLE AND CULTUREEFFECTIVE GOVERNANCEOUR TCFD REPORTFEEDBACKGRI AND HKSE GUIDE CONTENT INDEXPAGE 40AIA GROUP LIMITED|Environmental,Social and Governance Report 2020GREEN OPERATIONSReduce our carbon footprint,while also measuring and managing the amount of waste produced from our operations.AIA will
313、take initiatives to reduce our operational carbon footprint,while also reducing waste and raising awareness on the impacts of pollution.Reducing our Carbon FootprintIn 2020,the Group produced 42,550 tonnes of CO2e,or 1.8 tonnes per employee.The decrease in our overall footprint this year was due to
314、a significant reduction in business travel and remote-work measures put in place across our Group in response to COVID-19.Total energy consumption across the Group was 71,651,432 kWh,amounting to 3,062 kWh per person.The largest contributor to our operational footprint is the electricity we use in o
315、ur buildings,which contributes to our Scope 2 emission footprint of 38,029 tonnes.Other sources of emissions include those from our corporate vehicle fleet and business travel.AIA continues to monitor our environmental footprint,and implement energy efficiency measures,where applicable throughout ou
316、r business,including solutions such as LED lighting and video conferencing technology.Please also refer to Our TCFD Report for details on our historic carbon footprint,and our approach to addressing climate change.Waste Management In 2017,AIA established an Environmental Policy to specifically champ
317、ion group-wide efforts to manage our operational footprint.Building on this policy,AIA launched its internal Environmental Procedures in 2020 and will monitor and review them annually or as required to ensure relevance and effectiveness.We are committed to reducing the amount of single-use plastic w
318、e use in our daily operations,promotional materials and by third parties representing AIA.This has already been implemented for staff dining areas and workspaces at Group Office,for AIA Group events and at the AIA Leadership Centre(ALC).We also encourage the recycling and reduction of waste in other
319、 significant areas of our operations,practicing waste separation during corporate events and ensuring that unwanted electronic waste such as computers and telephones are donated or disposed of properly.Other recommendations include prioritising sustainable seafood at all catered corporate events,and
320、 where possible,sourcing from sustainable palm oil producers.As part of our ESG Strategy,we also intend to establish procedures to measure and disclose the amount of waste our operations produce.Pollution Addressing pollution is a challenge that goes beyond the influence of a single business,and req
321、uires the concerted effort and action of both the private and public sectors.AIAs memberships in ESG organisations provide us with one such forum to discuss environmental issues with peers and other leading businesses.Burning coal and wood in the home for cooking and heating is still commonplace in
322、many parts of Asia and this is a well-known cause of indoor air pollution.Research supported by AIA this year showed that these residential sources also contribute significantly to outdoor air pollution.Advances in technology have reduced emissions from traffic and electricity generation,meaning tha
323、t emissions from residential cooking and heating now account for a greater proportion of outdoor air pollution.It is crucial that efforts to reduce fine particulate matter(PM2.5)find ways to address these residential pollution sources.AIAs influence lies in raising awareness on the health impacts of
324、 pollution,and in exploring ways in which we can assist our customers in reducing their exposure to specific pollutants.Our solutions enable us to play a more active role in addressing this risk factor and in enabling our customers to live Healthier,Longer,Better Lives.ESG EngagementESG Training and
325、 DevelopmentBroadening Portfolio InclusionsPortfolio ExclusionsCarbon Footprinting our PortfolioOur Strategic ApproachPAGE 41SUSTAINABLE INVESTMENT2020 ESG AT-A-GLANCECHAIRMANS STATEMENTSTATEMENT FROM GROUP CHIEF EXECUTIVE AND PRESIDENTABOUT THIS REPORTHEALTH AND WELLNESSGREEN OPERATIONSSUSTAINABLE
326、INVESTMENTPEOPLE AND CULTUREEFFECTIVE GOVERNANCEOUR TCFD REPORTFEEDBACKGRI AND HKSE GUIDE CONTENT INDEXPAGE 41AIA GROUP LIMITED|Environmental,Social and Governance Report 2020SUSTAINABLE INVESTMENTSustainable InvestmentThrough our investments,AIA seeks sustainable outcomes and secures investment inc
327、ome in order to deliver on the long-term savings and protection needs of our customers.This enables us to achieve our Purpose and fulfil our commitments to customers.We also understand the impact that our investments can have on peoples lives and believe it is essential to take ESG factors into cons
328、ideration when making our investment decisions so that we help to drive sustainable behaviours,including the creation of long-term value.Continue to build on the consideration of ESG issues in the investment process by augmenting knowledge and capacity among our investment analysts through dedicated
329、 training initiatives.Continue to measure the carbon footprint of our investment portfolio,with annual public disclosure and develop emission reduction targets for our portfolio.Deepen ESG engagement with investee companies in directly managed portfolios.Produce insights and case studies to enhance
330、understanding and the adoption of best practices.Broaden portfolio inclusions by specific considerations of green bonds,sustainability bonds,renewable and alternative energy,and infrastructure.Enhance portfolio exclusions in consideration of our objective to secure long-term investment outcomes.PAGE
331、 42SUSTAINABLE INVESTMENTPAGE 42AIA GROUP LIMITED|Environmental,Social and Governance Report 2020ESG EngagementESG Training and DevelopmentBroadening Portfolio InclusionsPortfolio ExclusionsCarbon Footprinting our PortfolioPAGE 43SUSTAINABLE INVESTMENT2020 ESG AT-A-GLANCECHAIRMANS STATEMENTSTATEMENT
332、 FROM GROUP CHIEF EXECUTIVE AND PRESIDENTABOUT THIS REPORTHEALTH AND WELLNESSGREEN OPERATIONSSUSTAINABLE INVESTMENTPEOPLE AND CULTUREEFFECTIVE GOVERNANCEOUR TCFD REPORTFEEDBACKGRI AND HKSE GUIDE CONTENT INDEXPAGE 43AIA GROUP LIMITED|Environmental,Social and Governance Report 2020SUSTAINABLE INVESTME
333、NTDeepen ESG engagement with investee companies in directly managed portfolios.Produce insights and case studies to enhance understanding and the adoption of best practices.ESG Engagements In each market,our experienced fixed income and equity research analysts are responsible for the consideration of ESG matters in investment decisions according to our investment approach.Investee engagements at