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].

Core Viewpoint - The insurance industry in China is responding to the growing elderly population, which has reached 310 million, or 22% of the total population, by establishing a standardized framework for elder-friendly services through the release of the "Insurance Institutions Elderly Service Specification" [1] Group 1: Elderly Service Standards - The "Service Specification" provides guidelines for insurance institutions to effectively and reasonably implement elder-friendly service modifications across various aspects, including service channels, product offerings, claims services, value-added services, and consumer rights protection [1] - The development of the "Service Specification" was led by major insurance companies, including China Life, Sunshine Property, and Ping An Life, with the drafting process starting in early 2024 and culminating in a finalized standard after multiple revisions [1] Group 2: Product Development for the Elderly - The "Service Specification" encourages insurance institutions to enhance the development of elder-friendly products, taking into account the risk characteristics and protection needs of the elderly population, particularly those aged 70 and above [2] - It suggests increasing the upper age limit for insurance applications and providing reasonable coverage for elderly individuals with pre-existing conditions and chronic diseases [2] - The specification also emphasizes the need for diverse medical insurance and commercial long-term care insurance products, with a focus on special needs such as disability, dementia, and living difficulties among the elderly [2] Group 3: Sales Practices and Customer Interaction - Insurance sales personnel are required to clearly explain product attributes and avoid inappropriate comparisons between insurance products and bank deposits or other asset management products [3] - The specification mandates that sales personnel use clear, understandable language and take the time to ensure elderly clients comprehend the information before proceeding [3][4] Group 4: Claims Process Improvements - The "Service Specification" promotes the optimization of claims processes for elderly clients, aiming to shorten claim times and reduce the number of steps required to complete claims [5] - It includes provisions for 24/7 reporting and claims consultation services, timely communication of claims requirements, and assistance in preparing necessary documentation [6] - The introduction of an "insurance service agency" feature allows elderly clients to authorize managers or family members to handle claims on their behalf, along with options for home claims services for those with mobility issues [7][8]

【环球网财经综合报道】5月13日，中国保险行业协会正式发布《保险机构适老服务规范》（下称《规 范》），为保险机构服务适老化改造提供了清晰且具体的指引。 《规范》具备三大显著特点：一是突出政治性与人民性，为老年客户提供契合其身体机能与行为习惯的 保险服务，提升老年人获取、使用保险服务的便捷性与实用性，是贯彻落实党中央积极应对老龄化国家 战略和"以人民为中心"理念的重要体现；二是全面规范服务标准，涵盖柜面、互联网、电话等各类服务 渠道，以及销售、理赔、增值等各服务环节，同时明确老年消费者权益保护工作的具体标准，为保险机 构进一步改造服务提供了清晰指引；三是兼具基础性与前瞻性，既基于现阶段各保险机构的服务能力和 水平明确基础规范，又结合未来服务能力发展情况提供引领性建议。 据了解，该《规范》由国寿寿险、阳光产险牵头，平安人寿、太保寿险、新华保险、泰康人寿、人保财 险、平安产险、太保产险、中华财险等单位成立工作组，于2024年初正式启动编制工作。 中保协称，《规范》的发布实施为保险机构服务老年客户确立了统一标准，鼓励保险机构全面提升服务 适老化水平，引导其积极履行社会责任，为广大老年人群提供便捷、高效的保险服务，充分 ...