In order to thoroughly implement the people-centered development philosophy and do a good job in the "key and small matters" related to the vital interests of the people, the State Administration of Financial Supervision organized insurance companies to carry out special work to clean up the "sleep policy" of life insurance. To implement the spirit of relevant work, CPIC Life Insurance, a subsidiary of CPIC, officially launched the clean-up of "sleep policies" on October 24, 2023, taking multiple measures online and offline to safeguard the legitimate rights and interests of insurance consumers. As of March 1, 2024, the effective processing rate of CPIC Life Insurance Sleep Policy Clearance has reached 367%。
On-site + remote" service, wake-up "sleep policy".
A few days ago, the Wuxi branch of China Taibao Life Insurance received a special "sleep policy" customer, strictly speaking she is not the owner of the policy survival fund, but through the joint efforts of the branch, bank outlets, the insured and her family, she helped her mother successfully wake up a sum of insurance money that has been sleeping for 3 years with a total amount of nearly 500,000 yuan.
In May 2010, Ms. Zhang, a client, purchased the Hongfubao Insurance Product of China Taibao Life Insurance at the Yuqi Sub-branch of the Agricultural Bank of China, and the policy expired in May 2020 and she could receive the insurance benefit of 49 at the end of the term80,000 yuan. After several twists and turns, the staff learned that Ms. Zhang had moved abroad many years ago and had no intention of returning to China in the near future, nor could she provide a bank card for transfer, so she asked if she could transfer it directly to her daughter.
After learning of the situation, CPIC Life Insurance Wuxi Branch comprehensively considered the safety of insurance payment, the compliance and reasonableness of business handling, and at the same time minimized the time and energy paid by customers for this, and decided to provide Ms. Zhang with "on-site + remote" handling services, Ms. Zhang's daughter submitted business applications and identity certificates, kinship certificates and other materials offline, and the teller verified the authenticity of her identity and authorization intention face-to-face with Ms. Zhang through remote **. After the relevant materials were reviewed, Ms. Zhang handled the policy maturity payment business. The program was recognized and fully supported by Ms. Zhang and her family, and on the day of the application, Ms. Zhang's daughter successfully received the insurance money that had been "sleeping" for 3 years.
No matter how far the road is, just to find you.
With a deep understanding of financial work, CPIC Life Anhui Branch launched a special clean-up activity called "Sleep Policy".
Zhang Qing, a staff member of the counter consumer protection service post of the Anhui Huaibei Central Branch of CPIC Life Insurance, was an active participant in the event. With great patience and enthusiasm, she actively gets in touch with customers who are due. Among the many clients, a seventy-nine-year-old man caught her eye. Due to his advanced age, his hearing has deteriorated, and it is quite difficult for him to communicate. Zhang Qing tried to get in touch with the old man's son and told him that the old man had a policy that could receive a survival benefit, but he needed to apply for it himself.
The old man's son seemed to be a little difficult, because the old man's family lived in the countryside, far away from the company, and it was difficult for him to take leave to go to the city to handle business. Despite the long distance and the need to take care of children at home, Zhang Qing decided to personally visit the customer to handle the business. She knows that this is a customer's right and her duty as a service person. Early the next morning, before the sky was fully bright, Zhang Qing embarked on a journey to the customer's home. After nearly two hours of driving, she finally arrived at the old man's home and successfully handled the maturity payment business for the customer.
In the process of handling, the old man expressed his heartfelt thanks to Zhang Qing, and he sighed: "I have a low culture, I can't operate a mobile phone, and I'm really embarrassed to trouble you to run a trip." In the face of the old man's gratitude and smile, Zhang Qing knows that no matter how difficult the road is, as long as he can solve the problem for the customer, everything is worth it.
The above case is the epitome of CPIC Life Insurance's clean-up of "sleep policies". On the one hand, CPIC Life Insurance has cleaned up a variety of convenient handling channels for the "sleep policy", such as the official WeChat account of Pacific Life Insurance, mobile security, and one-stop, and launched three special policies in 2024, namely, reinstatement and interest waiver, allowing permanent lapse reinstatement, and special underwriting policies, to ensure the smooth progress of the "sleep policy". At present, the interest-free reinstatement policy has exceeded 270,000, and more than 1,000 permanently expired reinstatement policies; On the other hand, we have carried out the theme activity of customer return visits, reminded customers to receive maturity payments through door-to-door visits by service personnel, and continued to tap the protection needs of old customers, and have completed the clearance of more than 30,000 orders (completed face-to-face visits or collections). In addition, through the establishment of an online special area for "sleep policy" and the creation of targeted tweets, multi-channel publicity and promotion related to "sleep policy" were carried out.