Analysis of Customer Harassment: Trends and Issues in Japanese Insurance Practice

Miyachi Tomoka
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Miyachi Tomoka: Professor, Faculty of Commerce, Takushoku University

International Review of Financial Consumers, 2025, vol. 10, issue 1, 50-63

Abstract: This article addresses the growing problem of customer harassment in Japan’s insurance industry, with a particular focus on the life insurance sector. “Customer harassment” – a uniquely Japanese term - refers to abusive behavior by customers toward service workers, such as verbal abuse, threats, and unreasonable demands. The issue has become a pressing concern due to its harmful impact on employee well-being and workplace environments. The article stresses the importance of acknowledging customer harassment as a systemic issue and implementing strong protective measures. Such harassment undermines employees’ physical, mental, and social health, diminishes professional standards, and threatens long-term employment stability. Proactive responses are essential for maintaining trust between customers and employees, ensuring service quality, and preserving the credibility of the insurance sector. Recommended strategies include the adoption of clear internal policies, employee education, and the establishment of industry-wide standards. Shared data and best practices across companies can result in more effective responses than isolated efforts. However, lasting change requires more than private sector initiatives. Government action—especially through legislation and enforcement—is critical. Ultimately, the article calls for coordinated efforts by insurers, regulators, policymakers, and consumers to build a safer, more respectful service environment that supports both employee welfare and customer satisfaction.

Keywords: Customer harassment; Japanese insurance industry; Life insurance sector; Employee protection; Regulatory role (search for similar items in EconPapers)
Date: 2025
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Persistent link: https://EconPapers.repec.org/RePEc:vrs:irfinc:v:10:y:2025:i:1:p:50-63:n:1004

DOI: 10.2478/irfc-2025-0004

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