Chongqing, located in southwest my country, is one of the important national central cities approved by the State Council, the economic center of the upper reaches of the Yangtze River, a core city in the Chengdu-Chongqing twin-city economic circle, an important national advanced manufacturing center, a western financial center, and a western international comprehensive city. Transportation hub and international gateway hub. The city has jurisdiction over 38 districts and counties, with a total area of 82,400 square kilometers, a permanent population of 32.1334 million at the end of 2022, and a regional GDP of 2.912903 billion yuan. In 2023, Chongqing will vigorously implement the “Intelligent Integration and Huichang” project, solidly promote the construction of the western financial center, and take new steps in the construction of a modern new Chongqing.
From September 20 to 22, China Life Insurance Co., Ltd. (hereinafter referred to as “China Life Insurance Company”) held a study, publicity and implementation of the spirit of the 20th National Congress of the Party – Inclusive Finance to Protect People’s Better Life and Life Insurance Company in Chongqing. China Life’s 20th Anniversary in the Media” research interview and press release activities. The media interview team also visited Bishan District, Dazu District and Tongliang District of Chongqing to conduct research and interviews focusing on the vivid practice of China Life Insurance Company in joining hands with local governments to promote inclusive insurance and benefit the people there.
Picture: Research discussion and press conference site
In recent years, under the guidance of the Chongqing Supervision Bureau of the State Administration of Financial Supervision and Administration, China Life Insurance Chongqing Branch has actively played the leading role of China Life Group’s institutions in Chongqing to serve Chongqing’s economic and social development. In the first half of 2023, the company achieved total premium income of 10.833 billion yuan, a year-on-year increase of 9.42%, and the total premium scale continued to lead the Chongqing life insurance market.
Behind the numbers is that China Life Insurance Chongqing Branch takes high-quality development as its primary task, serves the real economy as its fundamental starting point and goal, uses technological empowerment as its basic means, and promotes inclusive finance and insurance business as its basic orientation. Use hard work and big heart to carve out a picture of working hard and practicing finance for the people.
Serve the overall situation
Support the construction of western financial center
China Life Insurance Chongqing Branch implements its original mission of serving the people through finance, and will implement the decisions and arrangements of the Party Central Committee and assist in the construction of a financial center in the western region into specific work and practical actions.
China Life’s member units in Chongqing actively coordinate the inflow of insurance funds into Chongqing to support the real economy and the construction of major projects. As of the end of April 2023, China Life’s existing investment in Chongqing reached 76.55 billion yuan. As of the end of August 2023, China Life Insurance Company’s existing investment in Chongqing reached 64.25 billion yuan.
China Life Insurance Chongqing Branch actively responded to the “Implementation Rules for Financial Support for New Citizens to Live and Work in Peace and Contentment” and launched preferential policy borrowing policies. In the first eight months of this year alone, there were nearly 150,000 loans worth over 3 billion yuan. The company actively implements financial policies that benefit enterprises and the people, and effectively supports the prosperity and development of the small and micro economy.
In terms of serving the integrated construction of urban and rural areas, China Life Insurance Chongqing Branch has vigorously improved its insurance service capabilities in urban areas by adjusting its regional institutional layout and implementing the “Damei County Happy Village” project. Optimize the city’s 357 township outlets, establish a service team that goes deep into villages and towns, help “agriculture, rural areas and farmers” at a distance, and provide insurance protection services and employment opportunities to the people in the county.
blend into place
Make every effort to promote the development of inclusive insurance
As an important component of inclusive finance, inclusive insurance plays an important role in eliminating poverty, promoting fairness, economic compensation, and improving social security.
In accordance with the “Guiding Opinions on Promoting the High-Quality Development of Inclusive Insurance in Chongqing”, China Life Insurance Chongqing Branch develops and launches professional, customized and preferential insurance products to increase the number of urban low-income groups, farmers, women, disabled people, and the elderly. The protection of people and other groups has covered more than 502,500 people, enhancing the sense of gain, happiness and security of the people and market entities.
In order to promote the insurance industry to play a more active role in improving the multi-level medical security system, China Life Insurance Chongqing Branch continues to strengthen government-insurance cooperation. In the first eight months of 2023, it underwrote critical illness insurance for urban and rural residents in the city and large-amount medical insurance for urban employees for 289.19 Ten thousand people, a total of 305 million yuan in compensation was paid for 29,000 people. Undertaken the centralized payment of large-amount insurance for serious diseases in the city, which greatly reduces the medical expenses of the insured people, and the sense of gain and happiness of the insured people continues to increase. Promote the upgrading and expansion of urban customized commercial medical insurance, and underwrite “Yu Kuai Insurance” for 733,800 people.
It has participated in the Chongqing long-term care insurance pilot program for four consecutive years, exploring feasible paths for innovative social governance and services to protect people’s livelihood. As of the first eight months of 2023, it has provided long-term care insurance services to 958,000 urban employees in 3 districts of the city. Through policy promotion, disability assessment, and benefit payment, a total of 2,945 severely disabled people have been provided with long-term care insurance services, and a total of 18.6311 million benefits have been paid. Yuan, benefiting 15,600 disabled people.
China Life Insurance Company vigorously promotes insurance protection for new citizens and people with new employment forms in Chongqing, and promotes China Life Xinxiangbao’s exclusive commercial pension insurance and personal pension insurance products, as well as insurance products such as “Anxin Bao” and “Anshun Bao” . Fully participate in the pilot work of occupational injury protection for employees in Chongqing’s new employment form, and explore the provision of occupational injury insurance protection for riders, online ride-hailing drivers and other personnel in industries such as food delivery, intra-city freight, and travel.
Gathering synergy for the integrated development of financial services
To promote the construction of a financial center in the western region, China Life Insurance Chongqing Branch must not only provide financial insurance protection for Chongqing people, but also integrate financial services between Chengdu and Chongqing.
On January 18, 2023, under the guidance of the Chongqing Supervision Bureau of the State Administration of Financial Supervision, the country’s first cross-regional social organization, the Chengdu-Chongqing Banking and Insurance Consumer Rights Protection Center (Chongqing), was launched to realize financial consumption in the two places. A “new paradigm” in which the protection of consumer rights and interests and the resolution of cross-regional financial disputes are centralized and connected by the Consumer Protection Center. As the only member of the Board of Directors of the Consumer Protection Center in the insurance industry, China Life Insurance Chongqing Branch fully cooperates with the various work of the Consumer Protection Center and takes practical actions to effectively safeguard the legitimate rights and interests of consumers.
In order to facilitate the residents of Chengdu and Chongqing to apply for long-term care insurance business in different places, China Life Insurance Chongqing Branch actively explores the “off-site collection + local assessment” model in the two places and carries out long-term care insurance assessment linkage.
“I didn’t expect that we in Chengdu could complete the assessment so smoothly.” Grandma Li’s sister said that long-term care insurance can cover the cost of home care of 1,200 yuan per month, so that daily life can be affordable.
Grandma Li, 66, is from Chongqing. She has no children and cannot take care of herself, so she has been living in her sister’s house in Chenghua District, Chengdu City for a long time. In order to reduce the financial pressure, Grandma Li’s niece submitted an application for long-term care insurance at a long-term care insurance policy promotion event in Yuzhong District, Chongqing. China Life Insurance Chongqing Branch quickly started assessment linkage after receiving the application, and the Chengdu Branch arranged for a dedicated person to come to collect the disability assessment information for Grandma Li.
“In the future, we will also use online video + offline door-to-door return visit services to understand the situation of rehabilitation care, medication and diet, etc., to ensure that the long-term care insurance services meet the needs of residents.” A staff member of the long-term care insurance of China Life Insurance Chongqing Branch said that it has been Conducted off-site assessment for 28 disabled persons in Chengdu.
China Life Insurance Company has also strengthened its “general compensation and universal payment” service and made every effort to provide convenient claims settlement services for new citizens in Chengdu and Chongqing.
Ms. Wang, 40, is from Dujiangyan, Sichuan and has lived in Chongqing for more than 10 years. In August last year, Ms. Wang was diagnosed with renal malignant tumor and was hospitalized for treatment. The staff introduced to Ms. Wang China Life’s nationwide “General Compensation and Payment” service. Off-site insurance policies do not affect the timeliness of claims settlement at all. Within one day of Ms. Wang submitting the claim information, 150,000 yuan in critical illness insurance was paid to her account.
Relying on the national “General Compensation and Payment” service, insurance services can follow customers, so that new citizens do not have to travel back and forth between the insurance place and the place of insurance, which greatly facilitates customers. In the first eight months of this year, China Life Insurance Chongqing Branch has provided claim settlement services to 19,000 new citizens, with the compensation amount exceeding 37 million yuan.
Protecting the health line of rural revitalization
In 2023, China Life Insurance Chongqing Branch has a total of 23 assistance points in the city system. In the first year of the year, 18 key party members were assigned as the first secretary and team members in the village to go to the assistance points to help solve the problems of the local people. Urgent, difficult, important, and hopeful” series of questions. According to the annual assistance plan, 1.1 million yuan of consumption assistance will be provided to residents of Xianyi Town and Jiming Village in Chengkou to help the areas and people increase production and income.
We will make every effort to promote the strategy of financial and insurance services for rural revitalization, and use inclusive finance and insurance as the starting point to continue to improve the ability and coverage of financial services for rural revitalization. In the first half of the year, the “Benefiting the People and Relieving the Needy Insurance” was insured for 164,900 people in 7 districts and counties, and compensation of 19.52 million yuan was paid. Promote supporting insurance products for rural construction and underwrite rural house building insurance for 12,000 households. We promoted the participation of 192,900 people in the two categories of rural revitalization “Yu Kuaibao”, effectively building a tight medical security network and protecting the health line of rural revitalization.
Empowering financial digital construction
Open innovation is the “keyword” for the construction of the western financial center.
With the support of “China Life on the Cloud” technology, China Life Insurance Chongqing Branch focused on financial service innovation and implemented digital transformation in 44 counters in Chongqing.
In the smart service area at the counter, the smart teller machine has multiple functions such as face recognition, comprehensive inquiry, and security services. In the first eight months of this year, it has served 344,000 people. The “air customer service” sitting at the counter has a face-to-face video connection with the customer to provide them with consultation and answer services. This initiative has overcome geographical barriers and time constraints, and has provided services to 3,125 customers, opening up the “last mile” of online services.
In the first eight months of this year, “Elderly Respecting Stations” across the city’s counters have provided elderly-friendly services to 47,000 elderly customers over the age of 60, eliminating the “smart difficulties” of the elderly through multiple touch points. There are not only smart teller machines with enlarged page fonts and barrier-free voice-activated services, the “Love Edition”, but also service specialists who teach the elderly one-to-one how to use the “respect for the elderly” life insurance APP. When using the APP to conduct business, the system will pop up an anti-fraud warning risk reminder to remind the elderly not to transfer funds easily and to beware of financial fraud and illegal fund-raising.
Integration and interoperability
Accurate access to diverse financial services
Digitization makes finance more precise and warm. China Life Insurance Company has upgraded its customer contact center to a “self-service-intelligent-artificial” multi-service model to provide an integrated, multi-touch service experience.
Launched the industry’s first digital voice service management platform, enabling 95519 intelligent voice service emergency response changes in seconds. In the first eight months of this year, the one-time problem resolution rate of 95519 call-in service within 48 hours reached 90.08%. Develop a green channel for the digital dedicated line for the elderly, automatically and accurately identify the caller numbers of elderly customers, set up an exclusive service skills group for the elderly, provide “Chongqing dialect” seat connection services for elderly customers, and provide manual priority access services for 11,800 elderly customers. The rate reaches 99.04%.
To create an intelligent preservation service model, China Life Insurance Chongqing Branch has comprehensively upgraded the self-service contact points and intelligent review processes to achieve processing within seconds. The e-based rate of customer policy preservation services has increased to 99.38%, and the personal preservation automation rate Over 98.79%.
Customer claims intelligent service experience continues to improve. In the first eight months of 2023, China Life Insurance Chongqing Branch provided 315,000 claims e-services, and the average time limit for small-amount medical claims was 0.13 days. We continued to promote diversified claims services such as “one-day compensation for critical illness”, with one-day compensation for critical illness exceeding RMB 112,115,500.
The two rivers are surging, and the power of innovation and development is blowing in the wind, bringing with it the sound of surging progress. China Life Insurance Chongqing Branch will always adhere to the overall leadership of the Party, fully implement the political, people-oriented, and professional nature of financial work, and continuously improve the high-quality development of financial insurance and serve the real economy, financial digital construction, and inclusive finance and insurance. business, support rural revitalization and other integrated development, and contribute more to the construction of a modern new Chongqing.