Establish a Friendly Financial Service Network

According to statistics from the Ministry of the Interior, as of the end of December 2024, the elderly population aged 65 and above accounted for 19.18% of Taiwan’s total population. As Taiwan gradually enters a superaged society, KTB, with its extensive customer base in central and southern Taiwan, deeply understands the inconvenience elderly individuals may face when using financial services due to physical decline. In response to the challenges brought about by demographic shifts, KTB has introduced a range of elderly-friendly financial services, aiming to establish a financial safety net for senior consumers, prevent financial exploitation, and provide tailor-made financial products and services to support retirement and life care planning. To achieve comprehensive and inclusive financial inclusion, KTB has established policies and strategies for the "Policies and Strategies on the Principle of Fair Treatment of Customers" and the "KTB Financial Friendly Services Guidelines."

These guidelines not only incorporate "friendly financial services," "protection for elderly customers," and "strengthened care mechanisms for elderly customers" but also ensure that people with disabilities and elderly customers can fully enjoy their basic rights and receive equal, fair, and convenient financial services. The content of the guidelines encompasses areas including environmental improvement, communication optimization, service enhancement, product design, and information transparency. In addition, regular annual training and policy review are conducted for directors, responsible persons, senior managers, managerial officers of business unit, and front-line counter staff. The “Fair & Friendly Customer Service Promotion Committee” follows up by reviewing the implementation status every two months, fulfilling the Company's responsibilities within the financial system.

Provision of Affordable Financial Products

◆ Elder Care Trust/Disability Trust
To assist the elderly and people with disabilities in protecting their assets and to promote community financial education, KTB leverages its regional bank characteristics to become the "Neighborhood's Trusted Companion." It has introduced a simple Elder Care Trust product, named "King's Anxin" in 2023, to aid elderly, disabled individuals, and those in need of eldercare in asset protection.

This product structure involves a "self-beneficiary trust," where the settlor and the beneficiary are the same person. The trust property delivered is in the form of money, and the trust property is invested through regular deposits with the Company. Customers can choose to entrust the Company solely with the custody of the funds or request the Company to handle living allowances, nursing home fees, or other expenses approved by the Company, according to their needs. By promoting this service, we aim to cultivate retirement and eldercare awareness among customers and encourage them to plan for a stable retirement life early on.

V Achievements in 2024:
．Cumulative number of beneficiaries: 14 individuals
．Principal balance of trust assets: NT$668.5 million
．The ratio of the principal balance of trust assets to the total amount of money in trust (excluding securities investment trust, futures trust fund custody), real estate trust, and securities trust business: 0.73%
．Among every 10,000 deposit account holders, the cumulative number of beneficiaries under elder care trusts: 0.14

◆ Micro Injury Insurance and Small Amount Endowment Insurance
To offer affordable basic insurance coverage to economically disadvantaged or specific identity groups, and in response to the aging and declining birth rate trends in Taiwan, KTB is promoting micro-injury insurance and small-scale endowment insurance. The target groups include low-income households, middle-low-income households, indigenous people, fishermen, farmers, people with disabilities, as well as their family members and elderly individuals. The objective is to safeguard vulnerable families, provide support to a broader range of groups, and meet their essential needs.

◆ Non-financial Support Services in 2024
For groups that have not fully benefited from financial products or services, the Company provides diverse and inclusive non-financial support to enhance their financial literacy and awareness of financial well-being. We are committed to delivering financial education through innovative and varied channels and formats, strengthening risk awareness and financial management capabilities. These efforts aim to promote the welfare and rights of specific groups, fostering a fairer and more sustainable financial environment.

King's Global Pass x Western Union Remittance, a Safe Way for New Immigrants to Send Money Home

KTB is currently the only bank in Taiwan that has cooperation with Western Union. Due to the tightening of anti-money laundering laws, regulatory compliance costs of banks has increased. Therefore, many financial institutions chose to withdraw from the market due to the consideration of operating efficiencies, while others increased the handling fee for international remittance. However, being an island country, Taiwan has always been a multi-cultural society. With the development of trade and globalization, people of different nationalities, ethnic groups, beliefs, cultures come to Taiwan, and thus drives the growth of international remittance. New immigrants and foreign workers have traveled to Taiwan with dreams. However, they face great difficulties in basic financial services, such as sending money to their home countries, due to factors such as language barriers, lifestyle, and cultural backgrounds. As a consequence, they turn to illegal underground banking.

We noticed that our customers rely heavily on Western Union, and we believe that we should shoulder the responsibility of inclusive finance, to provide comprehensive financial services to everyone in the society. Through strict control mechanisms, personnel training, and system assistance (for related management mechanisms, please refer to 3.2.1 Anti-Money Laundering and Countering the Financing of Terrorism),
KTB enforces robust anti-money laundering and countering the financing of terrorism. In parallel, KTB has developed digital services such as the online Western Union remittance service and the King's Pay remittance app. We further upgraded our remittance services by launching the King's Global Pass platform, which integrates Western Union remittance services with Master-card Q-Send. This allows customers to remit funds conveniently via computer or mobile device, enjoy instant fund receipt, and benefit from lower transaction fees. The platform effectively addresses common issues associated with traditional international remittances, such as 2–3 day transfer delays and high service fees.

In 2024, a total of 287,216 transactions were conducted through the King's Global Pass x Western Union service, with approximately 47.79% of the transactions made by new immigrants, migrant workers, or foreign nationals. The total remittance amount from these three groups reached approximately US$81.48 million. Additionally, 69.66% of all transactions were completed via the online platform or mobile app.
The development of the online King's Global Pass x Western Union service has significantly helped new immigrants and migrant workers overcome previous time and geographic limitations, providing them with a secure and reliable way to send money back home.