服务老年客户，有统一标准！保险机构迎来新规

Core Viewpoint - The release of the "Insurance Institutions' Elderly Service Standards" aims to provide a unified standard for insurance institutions to enhance services for elderly clients, thereby fulfilling social responsibilities and improving the overall service level in the insurance industry [1][2]. Summary by Sections Introduction - The increasing aging population necessitates the improvement of elderly individuals' happiness, satisfaction, and sense of gain, which is a fundamental requirement for the insurance industry to enhance service levels [1]. Standards Overview - The "Standards" consist of eleven parts, defining the concept of elderly service adaptation, basic principles, management mechanisms, and specific standards for various service channels and processes [1][2]. Product and Service Development - Insurance institutions are encouraged to increase the development of elderly-friendly products, considering the risk characteristics and protection needs of the elderly population, and to launch comprehensive insurance products that address various service scenarios [1][2]. Specific Recommendations - Recommendations include raising the upper age limit for insurance applications, focusing on the insurance needs of individuals aged 70 and above, and providing reasonable coverage for elderly individuals with pre-existing conditions and chronic diseases [2]. Service Standards - The standards cover all aspects of services provided to elderly clients, including service standards for various channels (e.g., in-person, online, phone) and specific standards for sales, claims, and value-added services [2]. Claims Process Improvement - The "Standards" encourage insurance institutions to optimize the claims process for elderly clients by shortening processing times and minimizing the number of required documents, ensuring a more user-friendly experience [2]. Future Directions - The China Insurance Industry Association plans to further enhance service levels, promote healthy industry development, and continue to improve the standardization system within the industry [2].