The people are in the state, the people are in the state, just like the financial consumers are in the financial industry. As an important participant and promoter of the financial industry, financial consumers are "fundamental", only the foundation is solid, and the industry is safe.
The protection of the rights and interests of financial consumers concerns the vital interests of the people, is an important connotation of serving the people's livelihood, is the concentrated embodiment of the implementation of the people-centered development concept, and is also an important foundation for promoting the healthy and sustainable development of the industry. All along, the China Banking and Insurance Regulatory Commission attaches great importance to the protection of the rights and interests of financial consumers, always regards the protection of the legitimate rights and interests of consumers as an important means of preventing and resolving financial risks, and gradually builds a bank insurance consumer rights protection supervision system with system construction as the cornerstone, on-site inspection and complaint verification as the pillar, and assessment and evaluation as the guide, jointly creating a new consumer protection ecology with benign interaction and responsibility in the industry, and forming a "big consumer insurance" pattern of mutual promotion and joint management.
Under the guidance of the CBIRC, CPIC implements the "CPIC Service" strategy from the perspective of safeguarding the long-term and fundamental interests of the majority of financial consumers, further strengthens the service awareness of "everyone's consumer protection" in the corporate culture of "full service", promotes the strength, breadth, speed and temperature of consumer protection work, and continuously enhances the people's sense of gain, happiness and security.
There is strength
Changhang transformation, from the source to protect the rights and interests of consumers
High-quality sales service is the source and key to protecting the rights and interests of consumers, and it is also the key to the reputation of the insurance industry and the survival and brand of the company. In order to carry forward the service culture and forge an excellent reputation with integrity management, CPIC takes the initiative to solve the problem of consumer rights protection from the source and achieve healthy and sustainable development.
CPIC Life insists on deepening the transformation of Changhang, taking professionalism, specialization and digitalization as the direction, and strives to build a team of high-quality insurance planners that better meet the needs of customers throughout the life cycle. Reform the Basic Law on the Management of Individual Business Marketers, linking revenue to service quality and decoupling titles from revenue; Reduce the management level, reduce the interests of the increase in staff, reduce the interests of the organization, encourage the tilt to high-capacity agents, encourage the continuity of professional agents, let the agents really care about customers, care about customers, serve customers, and lead the sales team to establish correct values. By leading insurance agents to return to professionalization, focusing on specialization and relying on digitalization, we will build a professional marketing system, and finally implement consumer rights and interests protection with changes in the behavior of insurance agents.
During the National Insurance Public PublicIty Day on July 8 this year, CPIC Life Insurance held the theme activity of "Integrity Star" of the Fifth Integrity Passport. According to the number of customers served, business quality, employment time and other multi-dimensional comprehensive selection, the event awarded qualified sales personnel "integrity passport", and a new online electronic version, as a record book of business personnel integrity management, the activity a total of nearly 115,000 partners participated, and actively advocated insurance agents to return to the original intention of insurance, strive to be industry integrity representatives, and establish an industry integrity image.
There is breadth
Insight into the needs, to provide customers with multi-level products and services
CPIC Life insurance actively builds the "product + service" system in the Golden Triangle, and continues to improve the health service system represented by the "CPIC Blueprint" and "Cell Cryopreservation Service" in terms of "insurance + health management". Supported by the expert resources of the top three hospitals in China, the CPIC blueprint covers nearly 400 cities and more than 2,800 public hospitals, covering medical services such as pre-diagnosis, diagnosis and post-diagnosis health management, and green channels for medical treatment. In terms of "insurance + old-age care services", we actively respond to the national strategy of population aging, and in view of the differentiated needs of the elderly at different stages, build a "Taibao Home" pension community that integrates "suburban old-age care, sojourn and happy nursing, and urban health care", and provide customers with all-age coverage, all-weather response and all-round care of old-age services, so that the elderly who live in Taibao Homes can enjoy the good time of "comfort, happiness, joy, peace of mind and peace of mind". In terms of "insurance + wealth service", it cooperates with Shanghai International Trust, Shanghai Aijian Trust, Huabao Trust, Everbright Xinglong Trust, etc. to carry out "Insurance Fund Docking Trust Service", giving full play to the functions of designated inheritance, risk isolation, asset planning and so on, and flexibly customizing comprehensive solutions for wealth inheritance for customers.
In view of the financial needs of new citizens in key areas such as entrepreneurship, employment, housing, education, medical care, and pensions, CPIC has strengthened product and service innovation according to local conditions, expanded financial supply with high quality, and improved the equality and convenience of financial services. In terms of supporting new citizens to start their own businesses, CPIC Property & Casualty pioneered products such as "Talent Entrepreneurship Insurance" and "Entrepreneurship Guarantee Insurance", and relieved the entrepreneurial team of worries through models such as project life cycle management and "insurance + service". In Yuhang, Zhejiang, the company adopts the "policy guidance + market-oriented operation" model to develop "talent entrepreneurship insurance" products, through the whole life cycle management of the project, professional risk control means innovation, system tools improvement and upgrading, to help science and technology enterprises pass on entrepreneurial risks, effectively stimulate the enthusiasm of high-tech talents to boldly innovate and start a business, "talent entrepreneurship insurance" Yuhang model has been promoted by the Zhejiang Provincial Party Committee in the province, has served such as stem cells and regenerative medicine product development and application, biomedicine, artificial intelligence and other cutting-edge areas of science and technology enterprises, Accounting for more than 90% of the pilot insurance of Yuhang Future Science and Technology City project.
In addition, CPIC Property & Casualty also focuses on the employment stability and safety needs of new citizens, innovates products such as "poverty alleviation and relocation employment assistance liability insurance" and "migrant workers' wage payment guarantee insurance", and continues to provide occupational injury insurance for construction, logistics express, housekeeping services and other industries. Taking the "Off-site Poverty Alleviation and Relocation Employment Assistance Liability Insurance" as an example, China Pacific Insurance Property & Casualty Insurance will give phased assistance protection to the new citizen labor force in the process of receiving employment training organized by the government and being resettled in the process of employment training and placement, etc., and give phased rescue protection, the product took the lead in landing in Guizhou Qianxian Prefecture in 2021, providing a guarantee amount of 20 million yuan for 177,500 local relocation personnel.
There is speed
Technology enables "smart services" to reach thousands of customers
"Hello, Pacific Life Cloud Counter, how can I help you?" A warm greeting opened the "cloud counter" service of China Taibao Life Insurance, using remote video technology, so that customers can communicate face-to-face with "Yun Xiaofu" through the Pacific Insurance APP at home, handle business online, and provide customers with "contactless" safe and convenient home financial services. Since the outbreak of the new crown epidemic, CPIC Life Insurance has vigorously promoted customer self-service services, in the face of complex and high-risk business, customers do not need to visit the counter in person, they can choose cloud counter remote services, customer self-service terminal can connect to the cloud counter service as many as 16 security types, the average monthly initiation of services 83,400 pieces.
In July, affected by Typhoon Siamba, Guangdong Province experienced persistent strong wind and rain, causing heavy losses to the property of local residents. CPIC Property & Casualty Guangdong Branch responded in a timely manner, using science and technology to promote post-disaster claims in the first place and help post-disaster reconstruction. The first is to accurately determine losses, for secondary disasters such as landslides, mudslides and landslides caused by strong wind and rain, apply a series of new technologies such as three-dimensional reconstruction and AIC, trace satellite images, combine UAV aerial survey to reconstruct the three-dimensional landform before the accident, accurately determine disaster losses, and support rapid post-disaster claims; In the field of agricultural insurance, the advantages of "e-agricultural insurance" "sky, air and ground" integrated claim settlement operation are used to remotely sense loss measurement for major disasters, loss survey for medium disaster drones, and mobile loss determination for small-scale disasters, and efficient, accurate and rapid completion of agricultural insurance survey and loss determination work. The second is one-click rapid claim settlement, using the "too intimate", "exclusive compensation", "e-agricultural insurance" WeChat Mini Program one-click reporting, one claim, to achieve remote reporting and self-service operation, and further enhance the customer's intelligent mobile claim experience.
There is a temperature
Intimate service to improve the level of consumer rights protection
Aunt Zhang of Chongqing received an invitation from China Taibao Life Insurance during the Chongyang Festival and participated in the "Fast Times Also Have 'Slow' Care" silver hair theme activity of China Taibao Insurance Company. At the event site, she watched the China Taibao Life Insurance intelligent service propaganda film "My Grandpa", at the same time, the staff also introduced the "Pacific Life Insurance" official micro for her face-to-face, so that Aunt Zhang experienced the "care version" service model for the elderly, viewed all the insurance policies of herself and her family, online pension, etc. After the event, Aunt Zhang frankly admitted that she had never participated in such a unique and specially customized theme activity for the elderly, and she was very happy and moved.
This is one of the series of financial knowledge popularization and publicity activities carried out by CPIC Life Insurance around key areas such as pension services and financial management. Taking CPIC Life Insurance Shenzhen Branch as an example, the branch carried out a live broadcast of the theme of "Vigilance against Insurance Fraud and Prevention of Illegal Fund Raising" during the event, revealing the common operation methods of the "surrender wealth management" scam, reminding insurance consumers how to prevent illegal fund-raising traps, and attaching importance to the precautions related to the contract of insurance companies, attracting a total of 269,000 people to watch and learn online.
At the same time, CPIC Property & Casualty also focuses on the interactive experience of insurance technology scenes, "inviting customers, the public and the media to come in", going to smart stores, star stores, partner places, "going out" to farmland, factories, hospitals and other insurance service sites, visiting modern insurance technology application scenarios, experiencing innovative technologies such as drone surveying, online loss determination, and intelligent health services, and intuitively feeling the sense of gain brought about by scientific and technological insurance.
Doing a good job is the foundation of the insurance industry and the foundation of survival. As a comprehensive insurance group, in the process of transformation and development, CPIC put forward the development vision of "the best customer experience" as the primary goal and "being a leader in the healthy and stable development of the industry", and through the implementation of the "CPIC Service" strategy, highlighted the differentiated competitive advantages and drove the practice of consumer rights protection to move forward, and its CPIC Property & Casualty and CPIC Life Insurance Service Quality Index ranked first in succession, and the first consumer rights protection regulatory evaluation ranked among the best. Behind this hard-won "report card" is the visual proof of the breakthrough made by CPIC's "customer-oriented" strategic transformation in the new stage, and the concentrated manifestation of the "CPIC service" of responsibility, wisdom and temperature to promote the protection of consumer rights and interests.
With a sense of responsibility and mission of standing and looking forward to a hundred years, CPIC will do a good job in protecting the rights and interests of consumers in the new era, from consumers to consumers, to achieve, maintain and develop the fundamental interests of the broad masses of the people, and strive to be a practitioner of "CPIC service" and a spokesperson for "finance for the people".
This article is from the financial community