Promoting Consumer Fairness and Sharing Digital Finance: Ping An Life's Consumer Rights and Interests Protection in Action

Recently, Ping An Life Insurance Co., Ltd. of China (hereinafter referred to as "Ping An Life" or the "Company") announced the launch of the 2022 "3 15" Consumer Rights Protection Education and Publicity Week, focusing on "promoting consumption fairness and sharing digital finance", protecting consumer rights and interests, and helping to build a harmonious financial ecological environment.

During the "3 15" Consumer Rights Protection Education and Publicity Week in 2022, Ping An Life will adopt the headquarters plus institutional two-wheel drive model to carry out consumer rights protection actions in an all-round and multi-angle manner, extensively carry out educational and publicity activities covering various forms of online and offline, and focus on targeted publicity for special groups and specific areas, popularize financial and insurance knowledge, and help consumers enhance their awareness and ability to protect their rights according to law and reason.

According to reports, Ping An Life actively responded to the call of supervision, and the 2022 "3 15" consumer rights protection education and publicity activities focused on four aspects: First, increase the construction of application software functions for special groups such as the elderly and the disabled, use scientific and technological means to carry out financial services and consumer education, promote the solution of the "digital divide" problem, and achieve a wider range of consumer fairness; second, use digital technology to widely publicize the eight rights, rights protection remedies, and remind consumers to be vigilant against illegal "agent rights protection" activities. And strengthen the education and publicity of the old revolutionary areas, ethnic minority areas, remote areas, and poverty alleviation areas; the third is to strengthen the education and publicity of the new regulations on asset management, and use risk tips to guide the establishment of rational investment and value investment concepts; the fourth is to carry out integrity education, strengthen the construction of integrity culture in the whole system of Ping An Life from top to bottom, from the inside to the outside, and incorporate integrity and consumer protection culture into the whole process of operation and management.

"Ping An Life has always made consumer protection a top priority. According to regulatory requirements, from the perspective of customer rights and interests, the company continuously upgrades the consumer protection work management system and organizational structure, improves the consumer protection work system system, ensures the effective operation of the consumer protection work mechanism from multiple angles such as review, training, complaint and rights protection, and continues to strengthen the construction of consumer protection culture concepts, and guides all employees to integrate consumer protection awareness into daily work. Shi Weiyu, deputy general manager of Ping An Life, further introduced, "Externally, we also continue to innovate forms to carry out special publicity activities to consumers. On the one hand, we actively promote the normalization of financial education, jointly with the media to create online live broadcast programs such as "Financial Consumer Protection Big Coffee Talk" and "Zhihu Insurance Roundtable Forum", and open independent publicity zones in online and offline channels to strengthen the popularization of insurance knowledge and risk tips, and prevent and resolve financial risks from the source; on the other hand, we will concentrate on the '3 15' education and publicity week, the '7 8' National Insurance Public Publicity Day, the financial joint education publicity and other activities, and hold more than 5,000 activities in 2021 With an audience of more than 250 million consumers, it has been rated as an excellent organizational unit with outstanding achievements, which has caused a wide impact in many aspects such as employee groups, customer groups, and social groups. ”

At the same time, in order to respond quickly, solve consumer consultation and complaint problems, and further provide professional and efficient services for consumers, Ping An Life opened a national unified number 4001666333 for consumer rights protection direct line in 2021, using a minimalist and direct mode, 7x24 hours of all-weather service, and customers can directly access high-end customer service agents without transfer after dialing. Ping An Life has opened direct entrances on platforms such as the Ping An Golden Butler APP, the official WeChat account, and the official website Mini Program to smooth the feedback channels for customers' voices. Customers can also contact their insurance agent at any time for feedback, and the agent will assist in submission and processing through the working platform. According to reports, the direct line is equipped with professional customer service personnel, giving priority to responding to customer inquiries and complaints, and full-time handling consumer suggestions and opinions in policy sales and services, further strengthening the protection of consumer rights and interests.

It is worth noting that in the process of consumer protection, Ping An Life focuses on providing differentiated services for key groups such as the elderly and people with limited mobility, ensuring that their service needs are met, and resolutely safeguarding consumer fairness.

In terms of online channels, the Ping An Life Manager APP launched the big character care version, and for the business handling links such as insurance, claims, and preservation, humanized guidance and online manual assistance were added, such as adding voice explanation videos to the insurance link, AI double-recording insurance for the elderly to slow down the speed of speech and one-on-one counseling, highlighting tips for important changes, online application for exemption from physical materials for simple claim cases, and one-click access to manual services for elderly customers aged 60 and above.

In terms of offline channels, Ping An Life has retained its traditional service and protection channels, set up customer service centers in major cities across the country, and provided reservation counter and advance reminder services. In the customer service center store, there is a priority channel for the elderly and a cash service window, and the elderly at the counter provide one-stop service to accompany the whole process. The customer service center is equipped with reading glasses, drinking water, medical boxes and other convenient materials, and has a love waiting area and a simple health testing experience.

While paying special attention to key groups, providing targeted support and emergency services, Ping An Life does not forget to continuously optimize the routine full-process service links such as underwriting, preservation, renewal and claim settlement, and is committed to bringing all customers a "worry-free, time-saving and money-saving" service experience through the improvement of digital capabilities.

Adhering to the "customer-centric" concept, Ping An Life applies leading technologies to promote the centralization of business platforms, online service channels, and intelligent service models to meet the growing business scale and evolving customer needs. Since 2000, the company has taken the lead in the industry to launch innovative services such as national unified call center, online full-process policy business processing, intelligent policy loan approval, AI video return visit, digital claim settlement, etc., to continuously expand service coverage, enhance customer experience, and create standardized, high-quality and warm services.

At present, ping an life has reached a scale of 100 million, creating a "worry-free, time-saving and money-saving" service, improving service temperature, strengthening consumer rights and interests protection, and properly handling customer complaints, which is of great significance to enhancing consumer satisfaction and sense of gain. Ping An Life said that in the future, the company will continue to rely on technology empowerment to vigorously promote the digital transformation of personal financial services, cross the "digital divide", make full use of digital means, gain insight into customer needs, enrich online and offline service scenarios, promote service intelligence, further optimize service experience, expand value-added service systems, and safeguard the legitimate rights and interests of consumers.