Recently, China Ping An Life Insurance Co., Ltd. (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 of digital finance”. Protect the rights and interests of consumers and help build a harmonious financial ecological environment.
During the “3 15” Consumer Rights Protection Education and Publicity Week in 2022, Ping An Life will adopt a two-wheel drive model of headquarters and institutions to carry out consumer rights protection actions in an all-round and multi-angle manner, and conduct extensive online and offline coverage. Various forms of education and publicity activities, and targeted publicity focusing on special groups and specific regions, popularize financial insurance knowledge, and help consumers improve their awareness and ability to protect their rights in a legal and rational manner.
According to reports, Ping An Life actively responded to the call of supervision, and the “3 15” consumer rights protection education and publicity activities in 2022 will focus on four aspects: first, increase the construction of application software functions for special groups such as the elderly and the disabled; Use technological means to carry out financial services and consumer education, promote the solution of the “digital divide” problem, and achieve greater fairness in consumption; the second is to use digital technology to widely publicize the eight rights, rights protection and remedies, and remind consumers to be wary of illegal “agent rights protection” activities, and strengthen education and publicity in old revolutionary base areas, ethnic areas, remote areas, and poverty alleviation areas; third, strengthen education and publicity on new asset management regulations, use risk warnings to guide the establishment of rational investment and value investment concepts; Fourth, carry out integrity education, Strengthen the construction of integrity culture in the whole system of Ping An Life from top to bottom and from the inside to the outside, and incorporate the integrity and consumer protection culture into the whole process of operation and management.
“Ping An Life has always put the protection of consumer rights and interests as the top priority of our work. In accordance with regulatory requirements and from the perspective of customer rights and interests, the company has continuously upgraded the consumer protection work management system and organizational structure, and improved the consumer protection work system. To ensure the effective operation of the consumer protection work mechanism from multiple perspectives such as review, training, complaints and rights protection, and continue to strengthen the construction of consumer protection cultural concepts, guide all employees to integrate consumer protection awareness into their daily work.” Shi Weiyu, deputy general manager of Ping An Life, further introduced, ” Externally, we also continue to innovate forms and carry out special publicity activities to consumers. On the one hand, we actively promote the normalization of financial education, and cooperate with the media to create online live programs “Finance Consumer Insurance”, ‘Zhihu Insurance’ Special programs such as “Roundtable Forum”, and set up independent publicity areas on online and offline channels to strengthen the popularization of insurance knowledge and risk warnings, and prevent and resolve financial risks from the source; 7•8′ National Insurance Publicity Day, Financial Joint Education and Publicity and other activities, more than 5,000 events will be held in 2021, with an audience of more than 250 million consumers, and it has been rated as an excellent organizational unit for its outstanding achievements. Groups, social groups and other aspects have a wide range of influences.”
At the same time, in order to respond quickly, resolve consumer consultation and complaints, and further provide consumers with professional and efficient services, Ping An Life will open a dedicated direct line for consumer rights protection nationwide in 2021 with a unified national number of 4001666333, using a minimalist and direct mode, 7×24 hours a day. Service, customers can directly connect to high-end customer service agents without transferring after dialing. Ping An Life has opened direct entrances on platforms such as the Ping An Jin Guanjia APP, official WeChat account, and official website mini-programs to unblock customer feedback channels. Customers can also contact their insurance agent for feedback at any time, and the agent will assist in the submission and processing through the work platform. According to reports, the direct line is equipped with professional customer service personnel, who give priority to responding to customer inquiries and complaints, and specialize in handling consumers’ suggestions and opinions on policy sales and service, 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 disabilities, ensuring that their service needs are met while resolutely safeguarding consumption fairness.
In terms of online channels, Ping An Life’s Golden Butler APP launched a large-character care version, and added humanized guidance and online manual assistance for business processing links such as insurance application, claims settlement, and preservation. People slow down and provide one-on-one counseling, highlight important changes, apply online for simple claims cases without submitting physical materials, and realize one-click manual service for elderly customers aged 60 and above.
In terms of offline channels, Ping An Life retains traditional service and guarantee channels, has customer service centers in major cities across the country, and provides counter appointments and advance reminder services. In the customer service center store, there are priority channels for the elderly, cash service windows, and one-stop service for the elderly who visit the counter to accompany the whole process. The customer service center is equipped with reading glasses, drinking water, medicine boxes and other convenience materials, and has a loving waiting area and a simple health testing experience.
While paying special attention to key groups of people, providing targeted support and emergency services, Ping An Life has not forgotten to continue to optimize the regular full-process service links such as underwriting, preservation, renewal, and claim settlement, and is committed to enhancing digital capabilities to provide all Customers bring a “worry-free, time-saving and money-saving” service experience.
Ping An Life adheres to the “customer-centric” concept, applies leading technologies, promotes the centralization of business platforms, online service channels, and intelligent service models to meet the continuously growing business scale and evolving customer needs. Since 2000, the company has taken the lead in the industry to launch innovative services such as a national unified call center, online full-process policy business processing, intelligent policy loan approval, AI video return visits, and digital claims settlement, continuously expanding service coverage, improving customer experience, and creating standardization , High-quality, warm service.
Currently, the number of Ping An Life customers has reached a scale of 100 million. It has created a service that saves worry, time and money. It improves the service temperature, strengthens the protection of consumers’ rights and interests, and properly handles customer complaints, which will enhance consumers’ sense of satisfaction and gain. significant. Ping An Life said that in the future, the company will continue to rely on technology empowerment, 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, and further Optimize the service experience, expand the value-added service system, and safeguard the legitimate rights and interests of consumers.Return to Sohu, see more
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