On March 15, 2024, China Ping An Insurance officially unveils its Consumer Rights Protection Culture, emphasizing its commitment to integrity and solidarity with consumers.
Title: Visual Identity for Consumer Rights Protection Culture by PICC
The slogan "Honoring Integrity, Upholding Commitment - PICC, Alongside Consumers" embodies the spiritual essence of generations of "PICC personnel" in practicing the mission of "Insurance for the People, Service to the People", reflecting the core values of "Integrity, Innovation, Professionalism, and Responsibility" in the field of consumer rights protection. PICC has grown under the leadership of the Party, inheriting distinct red genes. Over the past seventy-five years, PICC has always advanced together with the people, actively practicing the political and people-oriented nature of financial work, maintaining honesty and integrity, adhering to innovation, and steadfastly fulfilling solemn commitments to every consumer. PICC is committed to providing safe, reliable, and comprehensive insurance protection for the vast population, working together to create a better future.
China People's Insurance (PICC) always stands firm on the people's side, deeply implementing eight strategic services, fully leveraging its role as an economic shock absorber and social stabilizer, and vigorously promoting consumer rights protection as a key element to drive the group's high-quality development.
Enhancing Consumer Protection System and Mechanisms: PICC incorporates consumer protection into every aspect of its corporate governance, strengthens the allocation of consumer protection personnel at grassroots levels, firmly establishes a consumer protection system, conducts rigorous pre-emptive scrutiny of products and services, tightly manages key aspects such as sales behavior, traceability management, cooperation institution management, product and service information disclosure, and personal information protection, and implements post-supervision measures for consumer protection assessment and audit evaluation to ensure the supervision level ranks among the top in the industry.
Enhancing Conflict Resolution Capabilities: PICC actively implements the "Fengqiao Experience" in the new era, actively opens up complaint channels through electricity, the internet, letters, and visits, continuously deepens special governance and traceability rectification in key areas such as auto insurance claims, sales deception, and life insurance surrender, and achieves good results in complaint management.
Innovating Consumer Protection Education Methods: PICC innovates propaganda forms, widely disseminates financial knowledge, and during the 2023 "3·15" Education and Propaganda Week and Financial Propaganda Month activities, focuses on "one old, one young, one new," conducting over 27,000 online and offline activities, reaching over 800 million consumers, and helping improve consumer financial literacy.
Strengthening Service Quality and Efficiency: PICC is committed to creating a service brand that customers love, providing high-quality services. In 2023, PICC undertook risk protection amounting to 354.6 trillion CNY, an increase of 85.7% year-on-year, effectively coping with disasters such as Typhoon DusuRui, torrential rains in the Beijing-Tianjin-Hebei region, and snow and freezing weather, and providing timely, convenient, and warm-hearted claims services to the people.
Ping An Property & Casualty Insurance leverages the "police-insurance linkage" system to promote a one-stop solution for handling minor traffic accidents online, including reporting, determining liability, and processing claims. This initiative aims to provide convenient services to customers.
The People's Insurance Company of China (PICC) Qinghai Branch organized a "Horseback Lecture Team" to visit minority areas, conducting financial consumer protection lectures in "Tibetan-Chinese bilingual" format. This initiative has received high recognition and praise from local pastoralists.
The Shenzhen Branch of PICC Health Insurance has implemented the "Great Consumer Protection" online operation service model. Through personalized one-on-one stewardship, they have successfully resolved over 100,000 difficult disputes for customers, maintaining a record of zero regulatory complaints from clients receiving stewardship services.
Financial Consumer Rights Protection Poster
Title: Protecting Financial Consumers' Rights
Wherever you are, wherever the need lies, and whatever the hopes of the people are, it's always the direction in which we, as a company, advance. China Life Insurance is accelerating the establishment of a "Great Consumer Protection" framework. With the mission on our shoulders, we prioritize integrity, honor commitments, and deliver the strength of China Life Insurance, always walking alongside you.
