Xin Jing Bao·2025-11-24 03:10Core Viewpoint - China Life Insurance Co., Ltd. emphasizes a customer-centric approach, focusing on service quality and technological empowerment to meet the evolving needs of the public during the "14th Five-Year Plan" period [1] Group 1: Service Innovation - The company has implemented a digital transformation strategy to enhance service efficiency, introducing a new "Smart Operation" model that integrates resources and improves service delivery [2] - The online service platform, including the China Life Insurance app, has seen significant growth, with registered users reaching 168 million, a 79% increase over five years [4] - The company has achieved a 99.99% paperless application rate for personal long-term insurance and a 95.56% intelligent underwriting approval rate, showcasing its commitment to efficiency [5] Group 2: Customer Satisfaction and Protection - China Life has established a comprehensive consumer protection mechanism, reaching over 1.629 billion people through educational campaigns in the past five years [8] - The company has maintained high customer satisfaction ratings, with annual evaluations capturing feedback from over 15 million customers [10] - The consumer protection initiatives have positioned the company as a leader in the industry, with its innovative "Consumer Protection+" model recognized as an excellent case in financial consumer protection [8] Group 3: Inclusive Services - The company has developed services tailored for special groups, including the elderly and outdoor workers, providing support in multiple dialects and languages [12] - The "Respect for the Elderly" mode in the China Life Insurance app has received recognition for its accessibility features, enhancing service for older clients [12] - The company has expanded its service ecosystem through various community engagement activities, increasing participation in events by an average of 40.6% annually over the past five years [13] Group 4: Future Commitment - Looking ahead, China Life aims to continue its mission as a financial state-owned enterprise, focusing on integrated, digital, and diversified services to enhance customer experience and satisfaction [15]