山海之间见初心：山东国寿以创新与担当书写保险服务新篇章

Core Viewpoint - Shandong Guoshou demonstrates a commitment to innovation and consumer protection in the insurance industry, showcasing its efforts to enhance service quality and accessibility through technology and community engagement [1][2][3][9] Group 1: Consumer Protection and Service Innovation - In 2024, Shandong Guoshou achieved a level A in consumer protection regulatory evaluation, with complaint volumes significantly lower than industry averages [2] - The company has established a comprehensive consumer protection framework, integrating core service concepts into its high-quality development process [3] - Shandong Guoshou employs a multi-channel approach for consumer education and risk prevention, enhancing service quality and capability [3] Group 2: Technological Integration in Services - The company has developed 73 "Smart Experience Stores," offering various service areas to meet diverse customer needs, enhancing both technology and human touch in service delivery [4] - Shandong Guoshou's digital initiatives have served over 357,000 customers through online customer service, achieving a connection rate of 94.06% [4] - The introduction of self-service kiosks and a focus on elderly-friendly services reflect the company's commitment to accessibility and convenience [4][5] Group 3: Claims and Financial Support - In 2024, Shandong Guoshou processed claims for 234.8 million customers, with total payouts reaching 5.06 billion yuan [7] - The company has implemented a "one-day critical illness claim" service, providing timely financial support to 15,000 clients, totaling 560 million yuan in payouts [7] - Shandong Guoshou has actively engaged in reviving lapsed policies, benefiting 26,000 clients with interest-free reinstatement services, amounting to 783 million yuan [6][8] Group 4: Commitment to Social Responsibility - The company emphasizes its mission to serve national development and protect the well-being of the people, as illustrated by its outreach efforts in remote areas [1][9] - Shandong Guoshou's initiatives reflect a deep-rooted commitment to social responsibility, aiming to bridge service gaps and enhance community welfare [1][9]