中国保险行业协会发布适老化保险服务行业标准

Core Viewpoint - The China Insurance Industry Association has officially released the "Standards for Elderly Services in Insurance Institutions," aimed at enhancing service levels for elderly consumers and safeguarding their legal rights [1][2]. Group 1: Background and Purpose - The aging population in China has surpassed 300 million individuals aged 60 and above, necessitating a response to the unique insurance service needs of this demographic [1]. - A special working group composed of leading insurance companies initiated the compilation of these standards in early 2024, based on extensive research into the service pain points faced by elderly clients [1]. Group 2: Key Elements of the Standards - The standards establish three core elements: 1. A "people-centered" service philosophy requiring insurance institutions to adapt their service interfaces and business processes for elderly clients [1]. 2. A comprehensive service standard system covering offline outlets, telephone customer service, and mobile platforms, focusing on addressing the digital divide faced by older adults [1]. 3. Basic service norms and forward-looking guidelines that consider current service capabilities while allowing for future development in intelligent elderly services [1]. Group 3: Specific Requirements and Innovations - The standards detail specific requirements for key service aspects, such as equipping service locations with reading glasses and blood pressure monitors, providing a "one-click transfer to human service" option in telephone support, and developing large-font interfaces for mobile applications [1]. - Insurance institutions are encouraged to explore innovative service models, including health monitoring through smart wearable devices and remote video underwriting [1]. Group 4: Industry Impact - As the first industry standard for elderly services in the insurance sector, this guideline will provide uniform transformation directives for over 200 insurance institutions nationwide [2]. - The implementation of these standards is expected to foster a long-term mechanism for elderly services within the industry, enabling older adults to enjoy safer, more convenient, and warmer insurance services [2].