Taiwan FSC Streamlines Insurance Applications With Remote Video and Digital Notifications

Taiwan’s Financial Supervisory Commission (FSC) has revised rules governing post-sale customer care and telephone follow-ups for insurance policies sold through banks as services become increasingly digital. The previous process relied mainly on phone calls and written notices, making procedures more cumbersome when elderly customers could not be reached or when contact attempts failed. The new rules seek to rebalance application convenience and safeguards against misleading sales, with implications for policyholders’ right to information and complaint reviews.

The FSC announced the amendments on April 22, 2026. Customer care visits may now be conducted in person, by video or remotely. If customers cannot be reached or decline a visit, insurers may notify them by text message, email or app push notification, but must send a registered letter if three notifications remain unread. The retention period for audio and video recordings has been extended from two years to five years, while requirements duplicating existing rules for elderly customers and sampled telephone follow-ups have been removed. The amendments do not change any monetary thresholds.