弘康人寿：以客户为中心 筑牢消费者权益保护防线

Core Viewpoint - The company emphasizes the importance of consumer protection in the financial sector, aligning its operations with the principles of political and public service, and aims to enhance consumer rights and satisfaction through a comprehensive protection system [1][2]. Group 1: Consumer Protection Framework - The company is committed to building a comprehensive consumer protection responsibility system, ensuring accountability at all levels, and integrating consumer protection into corporate governance and business development [2][3]. - A multi-channel approach is adopted to facilitate consumer complaints and dispute resolution, ensuring that consumer voices are heard and addressed promptly [3]. Group 2: Customer-Centric Approach - The company integrates consumer protection principles throughout the sales process, from product development to after-sales service, to prevent risks to consumer rights [4]. - The company has achieved a high online claims application rate of 87.85%, with an average claim payment cycle reduced to 1.13 days, demonstrating efficiency in service delivery [4]. Group 3: Claims and Compensation - The company adheres to a commitment of "paying all that should be paid," exemplified by a case where a customer received a higher compensation amount due to thorough evaluation of their claim [5]. - Cumulatively, the company has paid out 1.23 billion in claims, with average compensation amounts ranking among the top in the industry [5]. Group 4: Financial Literacy and Consumer Education - The company actively promotes consumer rights education through various platforms and campaigns, aiming to enhance public financial literacy and create a harmonious financial consumption environment [7]. - The company participates in significant consumer education events, focusing on raising awareness about consumer rights and risks associated with financial products [7].