For China Life, the protection of consumer rights and interests is the fundamental starting point for enterprises to fulfill their responsibilities. Since its establishment in 2015, China Life has adhered to the development concept of "customer-centric", and has continued to pay attention to consumer groups, and has adopted a "multi-pronged approach" of system + action to effectively protect the rights and interests of consumers and continuously improve consumer satisfaction.
In terms of system, the company has researched and formulated the guiding opinions on the protection of consumer rights and interests, clarified the guiding ideology of the company's consumer protection work, determined the three-year development goals, and formulated more than 20 special consumer protection systems on this basis, and comprehensively revised the company's various systems such as sales management, operation management, and information disclosure, providing institutional guarantee for the standardized management of consumer protection work.
In terms of regulatory complaints, China Life has always attached great importance to the complaint work, and implemented all-round and whole-process control through "pre-intervention, in-process control, and post-event improvement", such as timely discovery of potential risks through service work orders, and cooperation and linkage of relevant departments to solve customer problems in a targeted manner, and achieved good results. At the same time, we make full use of the industry dispute mediation mechanism and platform resources to guide the complaining customers to mediate disputes, and actively resolve the risk of complaints with the help of industry credibility.
Externally, China Life focuses on the characteristics of insurance business and consumer needs, promotes and popularizes the eight basic rights of financial consumers, provides reminders and warnings for hot complaints such as "first-class surrender" and "financial fraud", and builds a "six-in-one" consumer protection publicity and education platform of official website, official WeChat, foreign media, short ** platform, counters and on-site activities.
At the same time, in the process of the rapid development of new enterprises and enterprise digitalization, China Life has also actively promoted digital applications and launched a number of convenient services to optimize the service process. Through facial recognition, electronic signature and other technologies, China Life has realized the whole process of online services such as insurance application, underwriting, preservation and claims. At the same time, China Life Insurance has also introduced intelligent audio technology to provide customers with real-time interaction throughout the process, including escort inspection, injury inspection and claims service guidance, etc., which provide great convenience for consumers.
In the future, China Life will continue to optimize service quality in an all-round way, effectively safeguard the rights and interests of consumers, and achieve comprehensive and continuous improvement of service quality and corporate management efficiency.