Customer-centric! Taste the consumer protection “values” of China Life Insurance
With the rapid development of the Internet economy, the environment for the public to receive information has become increasingly diverse, and accordingly the identification and classification of information has become increasingly complex. For a long time, China Life has adhered to the “people-centered” development idea, always has “the biggest country” in mind, and has actively practiced “Customer-centric“Business philosophy, quickly responding to the national “14th Five-Year Plan” to “improve the consumer environment, strengthen the protection of consumer rights”, and focus on financial consumers”property security,right to know,Free choice,fair trade right,legal claim,right to education,Right to be respected,Information security right“Eight rights and interests, taking multiple measures to improve the level of protection of consumer rights and interests.
Culture + Mechanism
The whole process solves the pain points of insurance consumer protection
In 2021, life insurance companies under China Life Group will incorporate consumer insurance into their business development strategy and corporate culture construction, take customer satisfaction as the starting point and foothold, and use it as an important standard for evaluating service work, always examine service experience from the perspective of customers, and protect consumption The rights and interests of investors are deeply rooted in the genes of China Life people.
China Life Insurance Company has established a full-process consumer protection mechanism, including focusing on the source, key points, and disposal.Source preventionstrengthen pre-protection measures, benchmark the eight requirements for the protection of financial consumers’ rights and interests, carry out product and service consumer rights protection reviews, identify and remind relevant risks from the source, strictly prevent products and services from “sick admission”, and build a solid foundation The first line of defense for fire protection;Grasp the key linkIntegrate the protection of consumer rights into the front, middle and back office, strengthen internal control, assessment and supervision, truthfully, accurately and comprehensively disclose and inform customers of product and service information, promote the further upgrading of online service capabilities, and continue to create “fast and warm” claims settlement Service brand, further enhance customer experience;Handle disputesunimpeded multiple channels to accept customer complaints, established and improved multiple dispute resolution mechanisms, and strengthened the entire process of consumer protection before, during, and after the event, presenting a “big consumer protection” work pattern.
online + offline
Innovative consumer protection education scene dissemination
China Life Insurance Company established the “Perfect mechanism,various forms,rich layers,pragmatic“A long-term mechanism for consumer rights protection education and publicity work, regular online and offline education and publicity activities, and active organization”3.15 Publicity Week“”Financial knowledge enters thousands of households” and other special financial knowledge publicity activities, the number of consumers reached has increased year by year, and has been rated as an excellent organization unit by the China Banking and Insurance Regulatory Commission many times, and has been generally recognized by consumers.
on-linethe company’s official website regularly publishes consumer risk reminders, and opens a “Consumer Protection Education Cloud Classroom“Column, opened in China Life Insurance APP”Financial Knowledge Popularization” column, publishes financial knowledge promotion, truthful notification reminders, identity information change reminders, vigilance against agency surrenders, and popularization of the eight rights and interests, etc., to open up a new platform for consumer protection education and publicity.offlinerelying on the advantages of wide distribution of service outlets, set up public welfare countersFinancial Knowledge Publicity and Education Zoneand carried out a variety of on-site public welfare financial knowledge publicity activities through “entering business districts, communities, schools, villages, and nursing homes”, dedicated to improving consumers’ financial literacy and effectively protecting consumers’ right to education.
Through online and offline scene-based publicity and dissemination, it helps consumers obtain consumer protection information and efficient communication channels in a convenient way, protect their own rights and interests, and improve the “availability” of financial services.
Organization + Team
To protect the rights and interests of consumers
Since 2019, the organizational structure of China Life Insurance Company’s consumer rights protection work has continued to “upgrade”. Under the board of directors, the establishment of “Risk Management and Consumer Rights Protection Committee“, senior management under the “Consumer Rights Protection Committee“and”Consumer Rights Protection Working Committee“, to clarify the functional departments of consumer rights protection, and continuously improve consumer protection responsibilities. The board of directors, board of supervisors, president’s office, consumer committees, working committees, and the management of organizations at all levels escort the top-level design and comprehensive implementation of consumer protection work.
The continuous upgrading of the organizational structure has brought about the continuous growth of China Life’s consumer protection team. Consumer protection work involves a wide range of areas and is highly professional. China Life Insurance Company strives to build a “big consumer protection” team with high political awareness, strong comprehensive quality, strong dedication, and excellent professional capabilities, and promotes the construction of consumer protection concepts in an orderly manner. Continue to carry out consumer protection training at different levels and targets, create a positive consumer protection atmosphere, and continuously strengthen the awareness of consumer rights protection among all employees.
There is no end to the work of consumer rights protection. As a central financial enterprise, China Life will always adhere to the “customer-centric” business philosophy, continue to maintain a fair and just financial market environment in terms of organizational structure, mechanism culture, and scenario-based communication, and effectively protect the legitimate rights and interests of insurance consumers.