With "the largest country" in mind and "the people's expectations" in mind, China Life Insurance Company has done a solid job for the people

China Life Insurance Co., Ltd. (hereinafter referred to as "China Life Insurance Company") has always adhered to the development idea of "taking the people as the center", and practiced the corporate mission of "serving the overall development of the country and protecting the people's good life". During the 2023 Financial Consumer Rights Protection Education and Publicity Month, through measures such as enriching service supply, focusing on special needs, and focusing on key groups, We will do a solid job of serving the people, actively respond to social concerns, enhance consumers' trust and satisfaction in the financial industry, and further enhance consumers' sense of gain, happiness, and security.

Enrich service supply and increase sense of gain

The technology empowerment was strengthened, and the speed and temperature of claims settlement were further improved. China Life Life Insurance Company's one-day claims for serious diseases, direct and convenient claims, express claims for emergencies, door-to-door claims for special customers, salesperson services and other warm and intimate claims settlement services have become familiar and widely praised by customers.

Actively respond to natural disasters and highlight the responsibility of national longevity. In the face of frequent natural disasters such as typhoons and floods in recent years, China Life Insurance Company has opened a green channel for claims settlement and introduced a number of claims service measures to provide quick and warm claims settlement services for customers who are out of danger. At the same time, in order to further improve the convenience of claims settlement services, China Life Insurance Company focuses on "medical+insurance+Internet", strengthens cooperation with medical institutions, medical insurance centers, third-party data companies and other units, legally and legally simplifies customer claims settlement processes and procedures, and realizes rapid settlement and payment of insurance benefits.

Innovate service channels to make insurance service more convenient. China Life Insurance Company has innovatively opened up multiple policy service channels such as life insurance APP, "air customer service", "security steward", and "self-service teller machine" based on counter outlet services to meet the needs of customers, and has built a trinity service acceptance model of "customer self-service - teller face-to-face service - salesperson door-to-door service", Customers can choose convenient service channels according to their own conditions to enjoy policy services more conveniently.

The live broadcast of famous doctors was launched to meet the health knowledge needs of the population. China Life Insurance Company focused on the health hot issues that consumers pay attention to, launched a series of live broadcasts of "listening to famous doctors and talking about immunity", and invited experts from Grade A hospitals to introduce nutrition and health, scientific slimming, traditional Chinese medicine conditioning, chronic disease prevention, seasonal health care and other content that the public cares about. The audience can ask questions in real time in the live broadcast room, and experts can answer them online. Since 2023, more than 3.6 million viewers have entered the live broadcast room to watch and unlock the health password together.

Carry out interest free recovery to relieve people's difficulties and worries. China Life Insurance Company will launch an interest free reinstatement campaign from September 5 to December 31, 2023. For the expired personal long-term policies newly underwritten by the company from January 1, 2020, the reinstatement interest will be exempted when the customer applies for policy reinstatement to restore insurance protection, so as to meet the customer's demand for restoring insurance protection while reducing the customer's economic burden.

Pay attention to special needs and enhance happiness

Pay attention to elderly customers and build a service ecosystem suitable for the elderly. China Life Insurance Company launched the Elderly APP, which is the first mobile application in the industry to obtain the aging and accessibility certification of the Ministry of Industry and Information Technology. Through a series of exclusive designs and optimizations such as customized interfaces, voice broadcasts, pop-up reminders, etc., elderly customers can see, hear, choose and use it easily. At the same time, for the elderly over 60 years old, the intelligent queuing system can automatically identify and enjoy queue free service. The counter of China Life Insurance Company has also opened a "window for the elderly", a "special area for the disabled" and a "special seat for love". The elderly and the disabled can enjoy policy services in the rest area, and can also enjoy more considerate counter services in the special counter for the elderly. Moreover, all counters of the company are equipped with service facilities such as wheelchairs, crutches, reading glasses, magnifying glasses, blood pressure meters, emergency medicine boxes, rain gear, etc., so as to help and respect the elderly. Considering the inconvenience of travel for the elderly, in addition to cancellation and insurance cancellation, customers can connect to "Air Customer Service" through China Life Insurance APP to communicate with counter personnel "face to face", across time and space barriers, and complete business processing without leaving home. In addition, for the elderly with serious illness, inconvenience and other special circumstances, the counter service will be extended to hospitals and sickbeds. The service will be extended wherever the customer is.

Pay attention to outdoor workers and improve the financial service level of "new citizens". For busy outdoor workers, China Life Insurance Company has built a "worker station" on some counters, opening the counters free of charge for outdoor workers to take a temporary rest, and providing them with hot and cold drinks, rest seats, emergency rain gear, emergency medicine kits, blood pressure meters, books and other service facilities free of charge. Some counters are also equipped with microwave ovens, freezers and other facilities, It has improved their temporary rest environment, making the counter a "resting place", a "gas station" and a "warm nest" for outdoor workers.

Focus on key groups and enhance the sense of security

For farmers, students and other groups, China Life Insurance Company has innovated inclusive insurance products and continuously enriched the insurance protection functions of products. According to the specific needs of the rural market and the characteristics of the customer group, four products will be developed in 2023, including "Guoshou Rural Revitalization Accident Expense Compensation Group Medical Insurance (Type A)", to provide security for accidental death, accidental injury disability, disease death and medical treatment, and to constantly improve the "rural revitalization" product system. Develop a series of products such as "student children" to provide security for infectious diseases, major diseases, in-patient and outpatient care for students and children.

Facing the characteristics of the elderly group, China Life Insurance Company has carried out a series of financial knowledge education and publicity in various forms. In view of the risk characteristics and demand characteristics of the elderly group, set up a public education publicity area at the counter outlets, display the elderly propaganda color page materials, and broadcast the elderly propaganda videos on TV. At the same time, carry out activities such as insurance knowledge "into the community" and "into the nursing home", widely popularize insurance concepts and insurance knowledge, enhance the elderly's understanding of insurance, and improve their understanding of telecommunications fraud Prompt illegal financial activities such as illegal fund-raising, and improve the elderly's awareness of preventing illegal financial activities and self-protection ability.

At the same time, China Life Insurance Company actively carried out policy loan return visits for the elderly to enhance the financial security of elderly customers. Carry out policy loan return visits for elderly customers who handle policy loan business through online channels, confirm customers' real willingness to borrow, ensure the safety of customers' borrowing funds, and help the elderly tighten their "pockets".

Full participation, full process management, and continuous strengthening of consumer protection. China Life Insurance Company attaches great importance to the protection of consumers' rights and interests, integrates the protection of consumers' rights and interests into corporate governance, corporate culture construction and business development strategies, and into all aspects of the company's operation and management. Open channels to listen carefully to every customer's voice, find and solve customer experience problems with heart, dig into service opportunities, and improve the level of consumer protection.

key word: China Life life insurance service customer