理念升级："1+N"服务矩阵精准响应需求 "暖心赔"理赔服务体系是人保寿险秉持"人民保险服务人民"的企业使命，对现有理赔服务的完善、整合和升级。公司坚守"以客户为中心"、依法合规、诚 实守信及高效服务的理赔服务基本原则，通过整合资源、优化机制，致力于做专做精理赔服务、提高服务质效、打造服务品牌、提升客户体验，旨在将每 次理赔都转化为有温度的服务体验。 "暖心赔"服务体系构建起以"1+N"为核心架构的服务矩阵，形成基础服务与特色服务相补充、标准化流程与个性化支持相结合的立体保障网。"1"代表理赔 专业顾问这一贯穿全程的基础服务，客户报案后1个工作日内有理赔专业顾问主动对接，为客户提供一对一的专业理赔指导，并热情、耐心解答客户提出 的问题。"N"代表一系列特色专项服务，精准响应客户在不同情景下的迫切需求："小额当日赔"确保符合条件的案件当天申请、当天结案；"身故重疾一日 赔"力争对资料明确案件在1个工作日内完成赔付；"重疾先赔"通过主动上门、快速核查，为符合条件的住院确诊客户优先办理理赔；"重疾择优温暖方 案"遵循对客户更有利的赔付标准，体现人性化关怀；"灾害事故应急"则在重大灾害发生时第一时间启动绿色通道，提供 ...

《 人民日报 》（ 2025年12月23日 13 版） (责编：白宇、卫嘉) 隆冬时节，在山东省淄博市淄川区龙泉镇养老中心，73岁老人王衍玲拉着记者坐下，聊起养老中心的新 变化。 龙泉镇养老中心有70张床位，54名老人入住。2025年初，养老中心计划对基础设施进行全面升级，涉及 无障碍通道改造、适老化卫浴设备安装等，"因为预算缺口达60万元，开工日期一拖再拖。"养老中心负 责人徐修国说。 一筹莫展之际，一笔专项贷款解了徐修国的燃眉之急。淄川农商银行客户经理谭玲在走访中了解到养老 服务中心的融资困难，针对养老中心轻资产、缺抵押的特点，银行以担保方式为养老中心发放60万元专 项贷款。资金到位后，改造很快完成。 2025年以来，淄川农商银行围绕金融服务适老化，进一步加大养老服务行业信贷支持力度。截至目前， 已投放适老领域贷款2500余万元，支持全区10余家养老机构实现基础设施升级；开展适老性服务活动 800多场，线下覆盖银发客群1.1万人。 山东省60岁及以上人口达2482万，已进入中度老龄化阶段。为破解养老机构融资难题，山东金融监管局 近年来引导省内银行业金融机构制定专项养老信贷政策，不断健全完善符合养老产业特点 ...

Core Viewpoint - The company launched a month-long "Elderly Care Warm Service" initiative in October 2025 to address the financial service needs of elderly clients, focusing on convenience, financial education, and service experience [1] Group 1: Service Implementation - The initiative aims to create an "accessible service system" for elderly clients by enhancing physical facilities, financial education, and innovative services [1] - During the campaign, nearly 200 elderly service activities were conducted nationwide, reaching approximately 1,500 elderly clients [1] - The service model includes "home visits, in-branch promotions, community presentations, and multi-dimensional outreach" to meet the core demands of elderly clients [1] Group 2: Home Service - Specialized service teams were formed to provide "one-on-one" home services, addressing issues like mobility difficulties and operational challenges for elderly clients [2] - The home service initiative successfully assisted nearly 100 elderly clients, resolving their challenges related to mobility and service access [2] Group 3: In-Branch Promotion - Branches transformed into primary venues for elderly service promotion, enhancing the in-branch experience with a focus on convenience and warmth [3] - Initiatives included setting up "senior service windows" for priority processing, providing guidance on smart device usage, and offering free health checks [3] - Over 100 in-branch promotional activities were conducted, reaching around 600 elderly clients and improving their awareness of financial fraud prevention and insurance knowledge [3] Group 4: Community Outreach - Community presentations were held in areas with high concentrations of elderly residents, providing group consultations and insurance guidance [4] - Nearly 30 community sessions were conducted, reaching about 800 elderly clients and making services more accessible [4] Group 5: Multi-Dimensional Promotion - The company utilized various internal and external channels for promotion, including online platforms and local media, to disseminate information about the elderly service initiative [5] - Over 30 promotional activities were conducted, effectively increasing the initiative's visibility and audience reach [5] - The campaign was well-received by elderly clients, who appreciated the practical knowledge shared and the company's caring approach [5]

Core Insights - Wulian Rural Commercial Bank has launched the "Silver Age Academy" to enhance financial services for elderly clients and enrich their cultural lives [1][2] - The academy is designed with a focus on elderly-friendly facilities and a diverse curriculum tailored to the needs of senior citizens [1] Group 1: Service Innovation - The "Silver Age Academy" represents an innovative exploration in elderly service by Wulian Rural Commercial Bank, emphasizing a customer-centric approach [1] - The facility includes elderly-friendly equipment, barrier-free access, and health emergency devices to ensure safety during activities [1] Group 2: Curriculum and Activities - The academy offers a variety of courses such as traditional cultural education, health exercises, and financial fraud prevention, fostering an engaging learning environment [1] - Future courses will include calligraphy, Tai Chi, smartphone applications, and short video production, aimed at enhancing the quality of life for retirees [2] Group 3: Community Engagement - Wulian Rural Commercial Bank plans to deepen cooperation with local institutions, such as the Wulian County People's Procuratorate, to conduct themed activities that promote red culture and political education [2] - The initiative aims to create a vibrant and fulfilling retirement life for elderly individuals through continuous optimization of teaching services and facilities [2]

Core Viewpoint - The company is enhancing its financial services for the elderly by launching the "Autumn Fragrance" service experience month, focusing on customer-centric approaches and integrating technology to meet diverse needs of the senior demographic [1] Group 1: Environmental Upgrades - The company has optimized its service environment and processes to cater to elderly customers, including the addition of specialized areas for mobility aids and communication tools [2] - A priority queuing system for customers aged 60 and above has been implemented, along with home service and remote support options, ensuring accessibility and convenience [2] Group 2: Technological Empowerment - The company is bridging the digital divide for elderly clients by integrating technology into its services, such as a senior-friendly version of its app and smart teller machines [3] - Remote video consultation services are available, allowing elderly customers to receive efficient digital support [3] Group 3: Educational Integration - A multi-dimensional financial literacy program has been established, including consumer rights education and themed workshops to raise awareness about fraud and financial management [4] - The company has organized nearly 40 themed activities for seniors, combining practical knowledge with engaging experiences during the service month [4] - Future plans include a continued focus on customer needs, service experience, and intelligent service integration to enhance the quality of financial services for the elderly [4]

Core Insights - The aging population is driving an increase in air travel demand among elderly passengers, who often experience "travel anxiety" due to unfamiliarity with processes and limited information access [1] - Zhangye Airport has launched the "Zhenxin Escort" service, focusing on the needs of first-time elderly travelers by providing comprehensive and refined support throughout their journey [1][3] Group 1: Service Implementation - Zhangye Airport has established a dedicated "Elderly Service Window" staffed by experienced personnel to assist elderly travelers throughout their journey [2] - The service includes tailored communication strategies, such as adjusting volume and speaking pace, and providing enlarged transportation guides to accommodate elderly passengers' needs [2] - Staff assist with luggage handling and ensure a smooth transition from baggage claim to transportation options, minimizing physical strain on elderly travelers [2] Group 2: Comprehensive Support - The "Zhenxin Escort" service offers continuous support from pre-departure to post-arrival, ensuring elderly passengers feel welcomed and cared for [3] - Upon disembarking, staff provide one-on-one guidance to baggage claim and check in with travelers to ensure they connect with family members [3] - The service reflects the aviation industry's commitment to enhancing passenger experience, particularly for vulnerable groups, and has received positive feedback from travelers [3]

Group 1 - Postal Savings Bank has launched the "Warm Sun and Golden Rays" initiative since 2025 to enhance services for elderly customers [1] - The Tianmen Zhaoshi Town branch of Postal Savings Bank has over 70% of its clientele being elderly, providing convenient and warm services [1] - The branch features accessible facilities, large print business guides, and staff trained to assist elderly customers with patience and care [1] Group 2 - Postal Savings Bank is continuously improving online services for the elderly, including a large print version of its app and voice interaction capabilities [2] - The bank has established smartphone application classes to help elderly customers navigate digital services, such as mobile payments and fraud recognition [2] - The 95580 customer service hotline has a "Respect for the Elderly" line that ensures tailored responses for elderly customers [2] Group 3 - The Beijing branch has created the "Golden Rays Station" platform, integrating health care, social engagement, and financial services for the elderly [3] - The bank collaborates with senior universities and community resources to form the "Golden Rays Club," offering cultural activities and financial planning seminars [3] - Postal Savings Bank encourages elderly customers aged 50 to 75 to become "Golden Rays Volunteers," fostering connections between the bank and the community [3] Group 4 - Postal Savings Bank is committed to maintaining a "people-oriented" approach, ensuring that services for the elderly are warm and thoughtful [4]

Group 1 - The company focuses on addressing the financial service pain points, difficulties, and bottlenecks for the elderly population, optimizing both offline outlets and digital services to create a reliable service experience [1] - The "Warm Heart Age Joy" elderly care service system is being expanded, covering five major areas: institutional care, home care, panoramic medical services, health care, and travel care, with a goal to establish a comprehensive elderly care service ecosystem by September 2025 [1] - By September 2025, the company aims to have its institutional elderly care services in 14 provinces and 24 cities, supporting 50 elderly care institutions and continuously expanding its service offerings [1] Group 2 - The company has launched the first batch of "Elderly-Friendly Benchmark Outlets," with over 50 outlets recognized for their comprehensive elderly-friendly facilities and efficient service [2] - These benchmark outlets have been equipped with barrier-free access, low-height filling tables, wheelchairs, and dedicated waiting areas for the elderly, enhancing the overall service experience [2] - Innovative measures at some outlets include the establishment of health assessment rooms for elderly consumers and staff fluent in local dialects to assist those who may not understand Mandarin [2] Group 3 - The company is enhancing its online digital service capabilities to support elderly consumers, focusing on making self-service options more accessible and practical [3] - The "Insurance E-Service" WeChat account has been optimized for elderly users, featuring enlarged fonts, voice reading functions, and health-related courses, along with a dedicated customer service communication feature [3] - Financial education initiatives targeting the elderly are being actively promoted, including themed activities during the 2025 Financial Education Promotion Week to enhance risk awareness and prevention capabilities among the elderly [3]

Core Viewpoint - China Southern Airlines (CSA) is enhancing its "age-friendly" services at Beijing Daxing Airport to cater to the increasing travel demands of elderly passengers during the Chongyang Festival, focusing on providing a comfortable and convenient travel experience for the "silver-haired" demographic [1]. Group 1: Service Enhancements - Upon arrival at Daxing Airport, elderly passengers are greeted with warm services, including priority assistance at check-in counters and the issuance of yellow love wristbands for continuous priority service [3]. - CSA has retained a sufficient number of manual check-in counters to help elderly travelers overcome the "digital divide," and has set up a "temporary family member" service point for inquiries [3]. - Staff members fluent in various dialects are available to enhance communication with elderly passengers, ensuring a more personalized experience [3]. Group 2: Comprehensive Support - For elderly travelers transiting through Daxing Airport, CSA staff provide full accompaniment and guidance, eliminating the need for self-collection of checked luggage [4]. - An "affectionate security channel" has been established in collaboration with Daxing Airport to ensure elderly passengers can board their flights comfortably [4]. - The boarding area features a "sunshine love channel" to guarantee orderly and prioritized boarding for elderly travelers [4]. Group 3: Special Amenities - CSA's VIP lounge offers meals tailored to elderly dietary preferences, including fresh pear soup, health-conscious dishes, and sugar-free snacks [4]. - A winter clothing storage service has been introduced to assist "migrant bird" travelers who may struggle with heavy winter clothing, allowing staff to store items until the return journey [4]. - In-flight, crew members are trained to identify elderly passengers and provide detailed explanations of flight safety and onboard services to ensure a smooth travel experience [4]. Group 4: Performance Metrics - Since September, CSA has assisted over 10,300 special passengers at Daxing Airport, marking a year-on-year increase of over 35% [4]. - The airline is committed to continuously optimizing service processes to meet the needs of special passengers, aiming to enhance the overall flying experience for more travelers [4].

Core Insights - The silver economy in China is experiencing significant growth, with a market size of approximately 7 trillion yuan, driven by the aging population and changing consumer preferences [3][4] - The number of individuals aged 60 and above is projected to reach 310 million by the end of 2024, accounting for 22% of the total population, highlighting the demographic shift [3][4] - Government policies are actively promoting the development of industries catering to the elderly, such as anti-aging and silver tourism, to unlock market potential [4][5] Market Dynamics - The core drivers of silver consumption are categorized into three main areas: essential needs, health, and self-enjoyment [3] - The transition from "elderly care" to "enjoying old age" reflects a broader trend in consumer behavior among the elderly, who are increasingly seeking diverse and high-quality experiences [3][4] Policy and Infrastructure - Recent government initiatives, such as the "Consumption Promotion Special Action Plan," emphasize the importance of developing industries that cater to the elderly, thereby providing strong support for market expansion [4][5] - There is a pressing need for infrastructure improvements to enhance the convenience of daily life for the elderly, including the installation of elevators and accessible pathways in older residential areas [5][6] Safety and Regulation - The elderly consumer market has been identified as a weak link in regulatory oversight, with issues such as online scams and financial fraud targeting this demographic [6] - Strengthening consumer protection mechanisms and enhancing public awareness of risks are essential to safeguard the interests of elderly consumers [6]