The Prudential Life Insurance Company (POJ) and its parent company, Prudential Financial, have announced a voluntary 90-day suspension of new sales activity at Prudential of Japan.
The suspension of new sales activity, which begins on 9 February 2026, will support POJ’s implementation of comprehensive operational, organisational, and governance changes to address previously disclosed incidents of misconduct by employees. POJ will also introduce measures to rebuild trust in its business and care for affected customers, including the establishment of an independent customer reimbursement programme.
Commenting on the news, POJ president and CEO Hiromitsu Tokumaru said, “The decision to enter into a voluntary suspension of new sales activity is an important step to rebuild trust and implement necessary changes to our organisation.”
In January this year, POJ announced the findings of an internal investigation into instances of misconduct by certain employees, including inappropriate investment solicitations. The company also announced actions to address the misconduct, including measures to reimburse affected customers, restructure employee incentive compensation, and strengthen oversight of sales practices, governance, and risk management. The plans also include enhanced education, training, and recruitment standards for POJ employees.
Former POJ president and CEO Kan Mabara left Prudential of Japan on 1 February 2026 and will not serve as an adviser to the company. He has been succeeded by Mr Tokumaru, previously Prudential Gibraltar Financial Life President and CEO, who brings more than 20 years of industry experience and a commitment to restoring customer trust at POJ. Mr Tokumaru has not previously been involved in POJ’s management.
Prudential Holdings of Japan’s President and CEO Brad Hearn, said, “The conduct that led to this outcome is completely unacceptable and inconsistent with the standards of excellence we set for ourselves. We are taking focused actions intended to prevent future misconduct, support and reimburse affected customers, and restore the deep trust that is the cornerstone of our business.”
Prudential Financial’s CEO Andy Sullivan added, “We are taking decisive actions to address the compliance, operational, and governance issues identified by the investigation. Rebuilding customer trust is a top priority. For nearly 40 years, Prudential has been a symbol of exceptional customer care in Japan, and we are committed to restoring the standing that has long set us apart.”