1、JAPAN POST GROUP 2020 Annual Report Year ended March 31, 2020 02 10 Message from the President Report on Issues Related to Solicitation Quality of Japan Post Insurance Products 22 24 26 28 30 32 Structure of the Japan Post Group Financial and Non-Financial Highlights History of the Japan Post Group

2、The Japan Post Groups Value Creation Process Strengths of the Japan Post Group Value Created by the Japan Post Group Enhancing Corporate Value 36 42 44 55 Overview and Progress of Medium-Term Management Plan 2020 Top Messages from Each Company Business Segment Information Social Contributions throug

3、h Sports Value Creation Strategy 56 58 68 Toward the Realization of a Sustainable Society Initiatives through Business Activities Measures Taken by the Japan Post Group to Prevent the Spread of COVID-19 Sustainability 70 78 80 82 84 86 87 88 89 Japan Post Group Corporate Governance Directors Intervi

4、ew with Outside Director Japan Post Group Risk Management Japan Post Group Compliance Framework Japan Post Group Internal Audit System Japan Post Group IT Governance Cyber Security Measures Initiatives for Transportation Safety Corporate Governance 91Data Compilation Data Compilation CONTENTS Compan

5、y Outline Date of Publication: October 2020 Editorial Policy This Integrated Report (hereinafter, “this Report”) is created from the dual perspectives of providing fi nancial and non-fi nancial information pertaining to an overview of the Japan Post Group as well as its business strategies and manag

6、ement issues for the purpose of promoting an understanding among stakeholders of the Groups initiatives toward sustainable value creation. This Report has been combined with the Disclosure Report. Reference Guideline: International Integrated Reporting Framework, International Integrated Reporting C

7、ouncil (IIRC) (December 2013) Subject of Reporting Reporting period: April 2019March 2020 (Part of this Report includes information after this period.) Scope of report: Japan Post Holdings Co., Ltd. and its subsidiaries and affi liated companies Others: In addition to this Report, please refer to th

8、e Integrated Reports of Japan Post Bank Co., Ltd. and Japan Post Insurance Co., Ltd. Please also refer to the most recent materials disclosed by Japan Post Holdings Co., Ltd., including the Notice of Ordinary General Meeting of Shareholders (Business Report, etc.), Annual Securities Report, and Summ

9、ary Report of Financial Results, for detailed information on the state of business, fi nancial conditions, and business results of Japan Post Holdings Co., Ltd. and each company of the Japan Post Group. Company name: JAPAN POST HOLDINGS Co., Ltd. Head offi ce: 3-1, Otemachi 2-chome, Chiyoda-ku, Toky

10、o 100-8791, Japan Date of establishment: January 23, 2006 Paid-in capital: 3,500 billion Securities code: 6178 Total number of shareholders: 625,089 (As of March 31, 2020) 02 10 Message from the President Report on Issues Related to Solicitation Quality of Japan Post Insurance Products 22 24 26 28 3

11、0 32 Structure of the Japan Post Group Financial and Non-Financial Highlights History of the Japan Post Group The Japan Post Groups Value Creation Process Strengths of the Japan Post Group Value Created by the Japan Post Group Enhancing Corporate Value 36 42 44 55 Overview and Progress of Medium-Ter

12、m Management Plan 2020 Top Messages from Each Company Business Segment Information Social Contributions through Sports Value Creation Strategy 56 58 68 Toward the Realization of a Sustainable Society Initiatives through Business Activities Measures Taken by the Japan Post Group to Prevent the Spread

13、 of COVID-19 Sustainability 70 78 80 82 84 86 87 88 89 Japan Post Group Corporate Governance Directors Interview with Outside Director Japan Post Group Risk Management Japan Post Group Compliance Framework Japan Post Group Internal Audit System Japan Post Group IT Governance Cyber Security Measures

14、Initiatives for Transportation Safety Corporate Governance 91Data Compilation Data Compilation CONTENTS This Report is a translation of the Disclosure Document (the written explanation in Japanese of the business and fi nancial conditions of Japan Post Holdings Co., Ltd. and the Japan Post Group) th

15、at was prepared pursuant to Article 52-29 of the Banking Act and Article 271-25 of the Insurance Business Act. This Report is not prepared for the purpose of soliciting any shares or other securities of Japan Post Holdings and its subsidiaries. This Report contains forward-looking statements regardi

16、ng future performance and other matters of the Japan Post Group and each company of the Japan Post Group. These forward-looking statements do not constitute guarantees of future performance and are subject to risks and uncertainties. Therefore, these statements are subject to the impact of a wide ra

17、nge of future risk factors that include changes in preconditions concerning the business environment, economic circumstances and economic trends, changes in laws and regulations, the occurrence of large-scale disasters, changes in the value of assets held, reputation and rumor risk, and other risks.

18、 Accordingly, it should be noted that actual business results and other matters could differ from the details contained in this Report. Figures and percentages shown in this Report have been rounded off, except for fi nancial numbers in the accounting statements, etc., that have been truncated witho

19、ut rounding. As a consequence, sums of fi gures may not match the totals presented. Figures and percentages, with exceptions as specifi cally indicated, are as of March 31, 2020. Disclaimer with Respect to Forward-Looking StatementsPublications and Their Positioning Japan Post Group Management Philo

20、sophy Stressing the security and confdence of Japan Post Group network, the Group, as a private corporation, is demonstrating creativity and effciency to the greatest extent possible and will provide customer-oriented services support the lives of customers in local communities and aim for the happi

21、ness of customers and employees. The Group will also pursue managerial transparency on its own, observe rules and contribute to the development of society and the region. Group Management Policy Reports Financial Information Non-Financial Information Websites 株主通信 2019年4月1日2020年3月31日 証券: 6178 日本郵政株式

22、会社 日本郵便、 特殊切手 江戸東京 第1集 発行。 （発行日 ： 2020年6月16日） 江戸東京、 東京古今風物 題材特殊切手。 第1集、 日本 橋界隈小物、 食物、 建物、 、 風俗採上。 日本郵政 統合報告書（誌） 2020 誌 統合報告書 日本郵政 （2019.4.12020.3.31） 1. We will duly consider our customers lives, exercise our creativity and provide through our nationwide network a selection of products and services

23、needed by customers in every stage of their lives. 5. We will create opportunities for all employees, business partners and the community to mutually cooperate and for each and every employee to grow. 2. We will establish effective corporate governance and compliance programs, including internal aud

24、its and internal controls. 4. We aim for the Groups sustainable growth and a mid-to-long term improvement in our corporate value. 3. We will maintain the transparency of the Groups operations through the timely and proper disclosure of information, the appropriate use of intra-group transactions and

25、 other activities. Summary Report of Financial Results Annual Securities Report Shareholders Report Notice of Ordinary General Meeting of Shareholders (Business Report, etc.) Integrated Report Corporate Governance Report CSR Report SDGs Book For shareholders and investors (IR website) https:/www. ja

26、panpost.jp/en/ir/ Group governance (Corporate governance website) https:/www.japanpost.jp/ en/group/governance/ CSR website https:/www.japanpost.jp/en/csr/ 1 JAPAN POST GROUP Annual Report 2020 We will listen to our customers with simple honesty, sincerity, and humility, and aim to provide services

27、that truly put customers fi rst. Introduction I would like to begin by offering my prayers to those who have passed away from COVID-19 and by expressing my condolences to those who have lost loved ones, and to everyone who has suffered hardship during this time. I do hope that all affected by this p

28、andemic will be able to return to their normal lives before long. I would also like to offer a sincere apology to our customers and others affected by the improper sale of insurance products. We are taking steps to recompense customers as quickly as possible. Going forward, the Japan Post Group will

29、 make a concerted effort to further strengthen internal management and compliance to prevent a recurrence, with the goal of regaining the trust of customers. I believe that to restore customer trust step by step, its important for all employees to share a sense of crisis, have a feeling of tension,

30、and act sincerely to do what needs to be done. To overcome the greatest crisis that the Japan Post Group has ever faced, we will listen to our customers with simple honesty, sincerity, and humility, always remembering to retain a sense of gratitude, and continue to strive to be a company supporting

31、the lives of our customers. Message from the President MASUDA Hiroya Director and Representative Executive Offi cer, President the same applies in the table below) Cases in which policyholders 65 years of age or older as of December 2019, who have paid monthly premiums of 100,000 or more, and have h

32、ad at least one policy that was terminated a short period thereafter during the period from April 2014 to December 2019 11 JAPAN POST GROUP Annual Report 2020 Report on Issues Related to Solicitation Quality of Japan Post Insurance Products Results of the investigations of policies In regard to the

33、investigations of specifi ed rewriting cases, we confi rmed the circumstances of the solicitation process at the time of enrollment and customers intentions about reinstatement by mail, phone, or home visit to approximately 156 thousand customers. As for the reinstatement, etc., of policies, we fi n

34、ished responding to customers as of the end of March 2020, except for cases that could not be fi nished due to reasons attributable to customers. We will conduct reinstatement, etc., of policies carefully and swiftly based on the following basic policy. (1) Status of progress of investigations of sp

35、ecifi ed rewriting cases Based on the results of our confi rmations, etc., with customers of the circumstances of the contract process as part of the investigations of specifi ed rewriting cases, Japan Post Insurance has investigated sales personnel to check if there were any cases of solicitation p

36、rocess problems that might involve the violation of laws and regulations or of internal rules through interviews with sales personnel and other measures (sales personnel investigations). As a result, we have mostly completed the review of sales personnel investigations as of the end of April 2020, a

37、nd identifi ed 315 cases (the number of sales personnel: 420) of violations of laws and regulations and 3,277 cases (the number of sales personnel: 2,207) of violations of internal rules as of May 31, 2020. Meanwhile, we have already started remedial training for the sales personnel who were identif

38、i ed to have violated laws and regulations or internal rules (1,889 personnel were subject to training through June 15, 2020). In the course of the investigations of all insurance policies and the additional investigations described below, we identifi ed 3,661 potential cases that might involve viol

39、ations of laws and regulations or internal rules as of May 31, 2020, for which we have been conducting the sales personnel investigations and compensating customers for disadvantages experienced. We would like to express our sincere apologies for violations of laws and regulations and internal rules

40、 identifi ed during the sales personnel investigations and will ensure avoiding recurrence. (2) Status of progress of sales personnel investigations in connection with investigations of specifi ed rewriting cases In the investigations of all insurance policies, we sent notifi cation documents with r

41、eply cards to approximately 19 million customers to confi rm their intentions and received over 1 million replies. Based on the aforementioned basic policy, we completed responding to customers as of the end of March 2020, except for cases that could not be fi nished due to reasons attributable to c

42、ustomers. We will continue responding to customer requests, such as the requests for compensation for disadvantages experienced, including those that could not be fi nished due to reasons attributable to customers, and plan to complete the compensation by the end of June 2020. (3) Status of progress

43、 of investigation of all insurance policies 1) Status of progress of investigations of multiple policies “Investigations of specifi ed rewriting cases” were conducted for the categories where we could determine a possibility that disadvantages had been caused to customers not in line with their inte

44、ntions. “Investigations of all insurance policies” were conducted for the all policies in force and cancelled policies excluding specifi ed rewriting cases. Aug.Sep.Oct.Nov.Dec.Aug.Jul.Jun.MayApr.Mar.Feb.Jan.Sep.Oct.Nov.Dec. 20192020 Investigations of policiesFollow-up activities Explanations to cus

45、tomers and confi rmation of their intentionsFollow-up activities aligned more closely with customers Investigations of specifi ed rewriting cases Confi rmation of customers intentions Procedures for reinstatement, etc. Completion of sending of guidance and explanations on reinstatement (Investigatio

46、ns of sales personnel) We will continue responding to customers requests, if any, carefully. Investigations of all insurance policies, etc. Additional investigations Measures based on the replies Responding to customers Areas to provide priority responses (Investigations of sales personnel) (Investi

47、gations of sales personnel) Completion of responding to customers A A B Investigations and confi rmations by way of letters, visits, etc. Home visits to confi rm the policy coverage and regain trust of customers Investigations of multiple policies BInvestigation on policies except multiple policies

48、Regular follow-up activities Enhancement of activities for the policy coverage confi rmation Other than the above cases subject to investigations, we will work to eliminate disadvantages of customers in good faith through successive home visits, in cases where confi rmations of the policy coverage a

49、re necessary. We will provide customers with opportunities to promote the awareness of their policy coverage through continuous activities to enable them to confi rm the coverage as well as the improvement of the “Notifi cation of Policy Coverage” sent to customers once a year. Basic policy We will continue to strive to quickly compensate customers who have experienced disadvantages in accordance with their intentions through appropriate internal judgment, except for cases clearly not involving disadvantages to customers. In regard to add