**The financial work conference pointed out that finance should provide high-quality services for economic and social development, effectively strengthen high-quality financial services for major strategies, key areas and weak links, and do a good job in pension finance.
In recent years, the state has successively promulgated a series of policies and regulations to guide insurance institutions to actively participate in the construction of the risk protection system for the elderly. As a large state-owned financial and insurance enterprise, Chinese Life Insurance Co., Ltd. *** hereinafter referred to as "Chinese Life Insurance") actively implements the decision-making and deployment of ***, gives full play to the role of the "main force" of high-quality development of the industry, takes meeting the people's growing demand for pension finance and services as the starting point and foothold, and deeply participates in the construction of the third pillar of the national pension insurance system.
Strengthen the capacity building of pension finance
Continue to enrich the product supply
On April 21, 2022, the General Office of ** issued the "Opinions on Promoting the Development of Personal Pensions". On November 22, 2022, the former China Banking and Insurance Regulatory Commission (CBIRC) issued the Notice on Matters Concerning the Conduct of Personal Pension Business by Insurance Companies, clarifying that insurance companies with strong capital strength and more standardized operations are mainly selected to participate, and insurance companies can provide annuity insurance and comprehensive insurance that meet the requirements to participants in the personal pension system. On November 25, 2022, the Ministry of Human Resources and Social Security, together with the Ministry of Finance and the State Administration of Taxation, issued a notice announcing the implementation of the personal pension system in 36 pilot cities (regions) including Beijing, Shanghai, Guangzhou, Shenzhen, Chengdu and Suzhou. Chinese Life Insurance Company responded positively, landing the first batch of personal pension business in the industry, and successively launched a variety of products such as China Life Xinxiangbao exclusive commercial endowment insurance and China Life Xinyibao both.
Compared with other personal pension products, commercial pension insurance products focus more on long-term savings and long-term accumulation of pensions, which can meet the comprehensive needs of policyholders in terms of safety and stability, long-term value-added and long-term receipt. After the launch and implementation of the personal pension system, Chinese Life Insurance Suzhou Branch, as the first batch of pilot units, under the guidance and support of the personal pension project team of Jiangsu Branch, set up a special working group to coordinate with China Guangfa Bank Suzhou Branch and jointly promote it. On the first anniversary of the implementation of the personal pension system, consumers have gradually opened up their cognition, and the concept of taking the initiative to prepare for the elderly in advance has gradually become a consensus - in addition to the basic social pension insurance, it is a necessary step to actively carry out additional pension wealth reserves, which is a necessary step to achieve an ideal retirement life.
The pension chooses China Life, and the brand reputation of "opening an account in GF" is becoming more and more popular. As of the end of November 2023, Chinese Life Insurance Suzhou Branch has provided personal pension insurance products and services to nearly 5,000 customers.
Focus on the actual needs of the elderly
Continuously optimize safeguard measures
In the face of the increasingly prominent problem of population aging, since 2012, the Jiangsu Branch of Chinese Life Insurance has promoted the "Ankang Care Action" with accident comprehensive insurance as the main content among the elderly over 60 years old in the province. As of mid-December 2023, the province's "Ankang Care Action" coverage rate reached 7056%, and the number of insured elderly reached 13.93 million, an increase of 21 over the same period last year50,000 people, the amount of claims is 24.3 billion yuan. The "Chinese Life Cup" Spring Festival Gala for the Elderly has been held for 12 consecutive years, with the purpose of promoting the charm of Chinese culture and interpreting the silver age style of the times, and has long become a brand and cultural event for the elderly in the province.
Further promote the comprehensive service measures of "accident insurance, health stewardship, culture platform, respect for the elderly and love", and all branches of Chinese Life Insurance in Jiangsu Province carry out services for the elderly according to local conditions. The business units under the jurisdiction of Nanjing Branch and the health departments of various districts jointly carried out the training of "playing with smart phones and enjoying the life of the elderly" to solve the problems of the elderly who "can't use, dare not use, don't want to use, and can't use" smart phones, and help the elderly enjoy the "smart life" at their fingertips. Huai'an Branch and Fanzhuang Village, Heping Town, carry out party building and co-construction, regularly go to Fanzhuang Village Nursing Home in Heping Town to express condolences, and organize youth league members to carry out volunteer services. Suzhou Branch organizes political security service specialists to go into communities and villages to carry out lectures on accident insurance for the elderly, accident protection and health lectures for the elderly, etc., so as to bring health knowledge, healthy life concept and insurance protection knowledge to every elderly. Changzhou Branch, together with the health department, the Office on Aging and the neighborhood community, held a series of activities such as the warm sunset community cool evening party and the interpretation of the elderly insurance in the red live broadcast hall to help the high-quality development of Changzhou's aging undertakings. The Suqian branch regularly goes to communities and nursing homes to carry out "Smartphone Training Lectures for the Elderly" and "Financial Fraud Prevention Knowledge Lectures" to help them solve the problems of using smartphones and effectively prevent financial fraud.
Long-term care insurance, as the "sixth insurance" of social insurance, is an important institutional arrangement to properly solve the problem of nursing for the disabled elderly in China and actively respond to the aging of the population, which can effectively prevent the disabled elderly from falling into the dilemma of "nursing homes cannot be treated, hospitals cannot be raised, and families cannot be cared for". Grandma Lu, who lives in Guangling District, Yangzhou City, was paralyzed due to cerebral thrombosis and relied on her sister and wife Grandpa Wang for care for a long time. At the end of 2021, Grandma Lu was identified as a severely disabled group and enjoyed 12 institutional home care services per month, including 12 services such as facial cleaning, oral care, and assisted eating. "Thanks to the long-term care insurance policy introduced by **, Comrade Xiao Yin, a caregiver, regularly provides door-to-door service, helps my wife wash her hair and cut her nails, and pushes my wife to the bathroom in a wheelchair in winter. Grandpa Wang introduced that with the meticulous care of the nursing staff, the physical condition and mental state of the wife have been significantly improved. At present, Jiangsu's long-term care insurance business has achieved full coverage in 13 prefectures and cities, and Chinese Life Insurance Company has undertaken a total of 28 projects, ranking among the top in the industry. The company has created a number of typical service models of long-term care insurance according to local conditions, and the annual compensation expenditure of the main project is 3600 million yuan, of which the amount of payment for the elderly over 65 years old exceeds 300 million yuan, accounting for 83%; 360,000 people, including 3 over 65 years old10,000 people.
Figure: Citizens handle business at the long-term care insurance business processing center.
Promote the digital transformation of operations services
Attentive service and accurate reach
In recent years, the pace of upgrading of Chinese life insurance companies has been accelerating. The Chinese Life Insurance app successfully passed the barrier-free and age-appropriate evaluation of the Ministry of Industry and Information Technology, becoming the first certified mobile app in the domestic insurance industry. The "Respect for the Elderly Mode" of the app provides multiple ways to switch between versions, all of which are set in a conspicuous position for elderly customers to operate. **The service sets up a special line for the elderly, providing "one-click access to labor for the elderly" service to answer questions efficiently. At the same time, the elderly who do not know how to operate by themselves and are inconvenient to go out can also connect with the teller through the "air customer service" to enjoy convenient services in the form of ** dialogue, or arrange personnel to provide door-to-door service.
The customer service counters of Chinese Life in Jiangsu Province have fully completed the renovation of internal facilities for the elderly and the upgrading of services for the elderly. Starting from the actual needs of elderly customers, they are equipped with a six-piece set to help the elderly and facilitate the people, including love cushions or cushions, reading glasses, magnifying glasses, wheelchairs, blood pressure monitors, and convenient medicine boxes. The company has incorporated the configuration of convenient facilities for the elderly and the implementation of one-to-one exclusive services for the elderly into the counter service quality inspection system to ensure the standardized implementation of the management requirements for the elderly. When handling business for elderly customers, in addition to giving priority to calling numbers, counter service staff will also guide and assist them in operating smart teller machines, or use PAD to handle them for them, reducing waiting time and providing convenient and warm digital financial services.
Pictured: The staff in the customer service hall use the PAD to handle business for elderly customers.
At the National Insurance Public Publicity Day, Chung Yeung Festival, Financial Consumer Rights Protection Education and Publicity Month, the customer service center organizes special activities for elderly customers. In Nanjing, elderly customers experienced free health check-ups at the Hanzhong Road Customer Service Center, and consulted health advice and medical insurance policies. In Wuxi, the Yixing customer service center invited elderly customers to participate in the publicity activity of "respecting the elderly and helping the elderly, anti-fraud and anti-fraud" in the business hall, and combined with the two recent fraud cases that occurred in the city, the elderly customers were analyzed and warned in simple terms; In Taizhou, elderly customers played fun pitching in the Xinghua customer service center, and the Taixing customer service center organized elderly customers to participate in health sports together.
In 2023, Chinese Life Insurance Company will launch a series of live classes on "Listening to Famous Doctors on Immunity", inviting a team of well-known experts from tertiary hospitals across the country to share authoritative and pragmatic health knowledge and help customers improve their immunity. Ms. Ding, a customer from Changzhou**"Forgetting is also a disease? ——Pay attention to Alzheimer's disease", immediately contacted Chinese Life Insurance Jiangsu Branch, saying that the elderly in his family have symptoms of Alzheimer's disease, and he recognizes the authoritative and detailed explanation of experts in this issue. After consulting about the basic process of going to Beijing for medical treatment and the various expenses that may be incurred, Ms. Ding and her family went to Beijing to see a specialist for a consultation. After the consultation, Ms. Ding said, "The online special service launched by Chinese Life is very useful, which has played a great role in understanding information, scientific medical treatment, and improving our condition." ”
Suitable for the elderly is just the starting point, and Hui Lao is still on the way. Chinese Life Insurance Jiangsu Branch will give full play to the advantages of the main business of insurance, deeply implement the policy of "party committee leadership, leading the way, social participation, and national action" for the elderly, actively fulfill corporate social responsibility, create new business development momentum, hold up "stable happiness" for the elderly customer group with practical actions, and escort people's better life with high-quality insurance protection.
Disclaimer: This article is for informational purposes only and does not constitute investment advice.