"阿姨，这类所谓'高回报'理财，其实就是典型的诈骗陷阱。"在民生银行北京分行一网点的反诈沙龙现 场，银行工作人员正在耐心地向客户剖析虚假投资理财的常见套路。不远处，几位老年客户正在体验新 设置的适老化服务设施，银行工作人员细致讲解着如何使用老年版手机银行。 在信息爆炸的时代，金融知识如何才能真正深入人心？民生银行北京分行不断创新金融教育宣传形式， 通过"线上+线下"双轨推进，构建多层次、广覆盖的金融知识传播矩阵。 这些细致入微的服务场景，是民生银行北京分行践行"大消保"理念的生动缩影。近年来，该行紧紧围绕 金融工作的政治性和人民性，全面构建"大消保"工作体系，从反诈防骗、反假货币、适老关怀等多维度 协同推进，深入企业、商圈、校园、社区与乡村，切实守护金融消费者的"钱袋子"，为首都市民提供更 加安全、便捷和温暖的金融服务。 聚焦重点群体 开展精准宣教 民生银行北京分行深入分析不同金融消费者的特点与需求，开展针对性、差异化的金融知识普及活动， 推动金融消保教育宣传从"广覆盖"向"精细化"转型。 面向银发群体，该行精心打造"悦享时光 民生相伴"敬老主题活动，累计开展重阳登高、手工制作、文 艺汇演等各类活动300余场 ...

深圳建行走进龙华区晚晴苑养护院开展2025年金融教育宣传周工作。 深圳建行金融教育宣传市集活动现场。 在深圳这座充满创新活力与前沿探索的都市，金融的浪潮奔涌不息。这里的每一次技术迭代、每一次模 式革新，都与千万市民的美好生活息息相关。在此背景下，"金融消费者权益保护"已不再是一个被动的 监管命题，而是演变为一场关乎城市金融生态与社会信任的主动构建。作为服务特区的国有大行，中国 建设银行深圳市分行正以"大消保"理念为核心，践行"金融为民"初心，为这座城市书写一份体系宏大、 内涵丰富的时代答卷。 科技与战略"双轮驱动" 筑牢安全基石激发市场活力 "消保"工作的意义，远不止于防范风险，更在于通过构建安全的金融环境，为经济社会的高质量发展注 入强大动能。深圳建行将消保工作置于战略高度，以科技为盾，以战略为帆，开创了价值引领的新格 局。 这道"安全防线"的硬核实力，首先体现在科技赋能上。最近，客户肖女士遭遇钓鱼网站诈骗，正当她准 备将20万元转入风险账户的千钧一发之际，建行的智慧风控系统精准识别并果断触发拦截，资金被紧急 冻结。这并非孤例。这套被誉为"风控大脑"的系统，整合了AI与大数据技术，集事前防范、事中监控、 事 ...

Core Viewpoint - Ant Insurance has integrated AI technology into its consumer protection efforts, creating a comprehensive "big consumer protection" framework that enhances the efficiency and effectiveness of its services [1][4]. Group 1: AI Integration in Consumer Protection - Ant Insurance has launched AI applications such as the intelligent insurance advisor "Ant Xiaobao," AI-assisted underwriting, and AI self-service interpretation, which collectively addressed over 20,000 insurance inquiries during the beta phase [1][2]. - The AI-assisted underwriting system helps users understand their health status in relation to insurance eligibility, issuing 140 million reminders for reading health disclosures in 2024 [2]. - The platform also proactively alerts users about potential duplicate insurance purchases, sending out 3.12 million reminders in 2024 [2]. Group 2: Claims Processing and Customer Support - Ant Insurance has partnered with over ten insurance companies to establish a high-quality claims service called "Anxin Pei," which processed claims amounting to 9.2 billion yuan with 7.25 million claims in the health insurance sector in 2024 [2][3]. - The company has initiated a "quick claim" pilot program, achieving instant claim review for 81% of outpatient claims and 50% of inpatient claims through Sunshine Property Insurance [3]. Group 3: Dispute Resolution Mechanism - Ant Insurance has developed a multi-faceted dispute resolution system combining AI self-service interpretation and human claims experts, achieving a 99% resolution rate for disputes in 2024 [4]. - The AI self-service interpretation provided claim conclusion explanations to 2.21 million users, with a 96% self-resolution rate for user inquiries [4]. Group 4: Consumer Education Initiatives - Ant Insurance is actively promoting insurance literacy, particularly targeting vulnerable groups such as the elderly and new citizens, with a comprehensive educational framework that reached nearly 20 million users in 2024 [5][6].

Core Insights - Ant Insurance has integrated AI technology into consumer protection efforts, utilizing an "AI + human" model to enhance service throughout the insurance process [1][2][4] Group 1: AI Applications in Consumer Protection - The introduction of the intelligent insurance advisor "Ant Xiaobao" provides 24/7 online support, addressing over 20,000 user inquiries during the beta phase [1][2] - AI-assisted underwriting helps users understand their health status and eligibility for insurance, issuing 140 million reminders for reading health disclosures in 2024 [2][4] - The AI system also alerts users about potential duplicate insurance purchases, with 3.12 million reminders sent in 2024 [2] Group 2: Claims Processing Enhancements - Ant Insurance has partnered with over ten insurance companies to establish a high-quality claims service called "Anxin Pei," which processed claims totaling 9.2 billion yuan for health insurance in 2024, with 7.25 million claims filed [2][3] - A pilot "instant claim" service has been launched, achieving instant review conclusions for 81% of outpatient claims and 50% of inpatient claims [3] Group 3: Dispute Resolution Mechanisms - The company has developed a multi-faceted dispute resolution system combining AI self-service interpretation and human assistance, achieving a 99% resolution rate for disputes [4] - In 2024, AI self-service interpretation assisted 2.21 million users, with a 96% self-resolution rate for user inquiries [4] Group 4: Consumer Education Initiatives - Ant Insurance is actively promoting insurance literacy, particularly targeting vulnerable groups such as the elderly and residents in remote areas, reaching nearly 20 million users through educational programs in 2024 [5]

Core Viewpoint - The Chinese financial regulatory authority is committed to enhancing the financial regulatory system during the "14th Five-Year Plan" period, focusing on systemic reform and improvement of regulatory effectiveness [1][2][3] Group 1: Regulatory System Improvement - Significant progress has been made in revising important industry laws, with 171 regulatory documents issued over the past five years, establishing a comprehensive regulatory framework that integrates macro and micro prudential supervision [1] - The revision draft of the Banking Supervision Law has been discussed and approved by the State Council, while the Insurance Law revision is also advancing [1] Group 2: Enhanced Regulatory Effectiveness - The regulatory authority has implemented tiered supervision for 41 key institutions and delegated regulatory powers to 112 small and medium-sized insurance companies, focusing on critical risks and behaviors that threaten financial stability [2] - The "Golden Supervision Project" has been launched, utilizing big data and artificial intelligence to strengthen regulatory capabilities [2] Group 3: Consumer Protection Initiatives - A collaborative "big consumer protection" framework has been established, promoting better product suitability management and marketing practices to create a safer financial consumption environment [2] - The number of illegal fundraising cases has decreased by 50% compared to the "13th Five-Year Plan" period, enhancing the protection of consumers' financial assets [2] Group 4: Industry Reform and Efficiency - The integration of party leadership and corporate governance is being promoted, with a focus on differentiated and specialized development of financial institutions [3] - Insurance companies have reduced costs by 350 billion yuan since 2024, with the comprehensive cost ratio for property insurance companies reaching a ten-year low and expense ratios hitting a 20-year low, indicating sustained internal growth momentum in the industry [3]

2025 年 9 月 19 日，广发银行济南分行召开了消费者权益保护工作新闻发布会。 "同学们，遇到陌生人要你扫码领红包，千万不能点！"9月开学季，一堂别开生面的金融安全教育课在济南馆驿街小学举行，来自广发银行济南分行的专业 讲师与济南市公安局市中分局反诈骗中心的警官正结合"冒充客服退款""游戏账号诈骗"等学生群体高发案例，用情景演示、问答互动的方式讲解金融安全知 识——这堂生动的"金融安全第一课"，正是该行践行"大消保"理念、深耕"金融为民"的鲜活注脚。 作为国寿集团成员单位，广发银行济南分行始终遵循"用心守护 放心托付"的消保理念，紧扣"金融为民、金融惠民、金融便民"核心目标，将"大消保"要求贯 穿业务全流程、渗透服务各环节。从机制建设到纠纷化解，从宣教创新到生态协同，该行正以多维度实践为金融消费者筑牢权益保护"防火墙"，持续书写金 融服务民生的新篇章。 全流程渗透：构建多层级"大消保"管理体系 金融消保工作是一项长期、复杂的系统性工程，健全的消保管理体系是消保工作的基石。2024年6月，国家金融监管总局、人民银行、证监会三大金融监管 部门联合发布《关于金融消费者权益保护相关工作安排的公告》，标志着我国金 ...

2025 年 9 月 19 日，广发银行济南分行召开了消费者权益保护工作新闻发布会。 消保工作融入全流程 金融消保工作是一项长期、复杂的系统性工程，健全的消保管理体系是消保工作的基石。2024年6月，国家金融监管总局、人民银行、证监会三大金融监管 部门联合发布《关于金融消费者权益保护相关工作安排的公告》，标志着我国金融消费者权益保护工作步入"大消保"时代的全新阶段。 面对"消保"新形势、新要求，"广发银行济南分行坚持党建引领，将消保工作提升纳入中央巡视反馈问题整改和分行'十四五'规划，并结合深入贯彻中央八项 规定精神学习教育，推进消保工作再上新台阶。"广发银行济南分行党委书记、行长李建元说。 据介绍，广发银行济南分行制定了落实国家金融监督管理总局山东监管局消保"三支箭"工作体系主体责任清单，细化了上到分行行长、下至基层员工等9个 层面的具体工作要求，真正实现将消保工作融入全员、全流程、全业务。 近期，为进一步提高员工专业能力和服务水平，广发银行济南分行还举办了"用心守护 放心托付"消保知识竞赛，通过现场答题、情景演练等多种模式，实 现全体干部员工以赛增智、以赛代训、以赛促干。 前中后三端协同发力 "同学们，遇 ...

Core Viewpoint - The Heilongjiang Provincial Market Supervision Administration has issued the "Three-Year Action Implementation Plan for Optimizing the Consumption Environment (2025-2027)", aiming to enhance the consumption environment and promote high-quality consumption development through 19 key tasks [1] Group 1: Consumption Supply Quality Improvement - The plan emphasizes improving the quality of physical consumption and launching special actions for enhancing characteristic consumer goods [2] - It includes support for the innovation and development of time-honored brands and encourages the replacement of old consumer goods [2] - The goal is to increase the number of charging infrastructure terminals in Heilongjiang Province to over 110,000 by the end of 2025 and over 130,000 by the end of 2027 [2] Group 2: Consumption Order Optimization - The plan aims to strengthen the safety production responsibilities of operators and prevent major safety risks [3] - It includes actions to improve market transaction environments and enforce regulations in tourism and broadcasting sectors [3] - The plan also focuses on enhancing anti-monopoly enforcement in the livelihood sector and regulating market competition [3] Group 3: Consumer Rights Protection Enhancement - The plan seeks to improve the resolution of consumer disputes and promote a no-reason return policy, targeting a 50% increase in participating units by 2027 [4] - It aims to strengthen administrative mediation of consumer disputes and enhance judicial protection for consumer rights [4] - The plan includes initiatives to expand the coverage of consumer rights protection service stations [4] Group 4: Collaborative Consumption Environment - The plan emphasizes the responsibility of enterprises in consumer rights protection and encourages industry self-regulation [5] - It aims to enhance the social influence and credibility of consumer association organizations [5] - The plan also includes international cooperation to protect consumer rights, particularly in cross-border e-commerce [5] Group 5: Action Implementation and Monitoring - The Heilongjiang Provincial Market Supervision Administration will prioritize the optimization of the consumption environment and strengthen organizational leadership [1] - It emphasizes the importance of inter-departmental communication and information sharing to monitor progress [5] - The plan aims to extract and promote universally applicable experiences and results from various industries [5]

Core Viewpoint - China People's Insurance Group and its subsidiaries have been recognized for their innovative financial consumer protection mechanisms, with a total of 10 cases awarded in various categories, highlighting their leadership in the insurance industry [1] Group 1: Financial Consumer Protection Mechanism Innovation - China People's Insurance Group emphasizes the importance of protecting financial consumers' rights as part of its brand integrity and high-quality development [4] - The company has established a multi-level consumer protection management structure, ensuring comprehensive participation and accountability across its subsidiaries [4][5] - Significant resources are allocated to enhance consumer protection functions, including financial education and dispute resolution [5] Group 2: Consumer Information Protection - China People's Insurance Group has implemented a "four-line defense" system for personal information protection, ensuring comprehensive risk management [10] - The company has conducted over 1,200 impact assessments and 1,700 on-site inspections to strengthen internal controls [10][11] - It has achieved ISO 27001 certification for information security management, reinforcing its commitment to consumer data protection [11] Group 3: Financial Consumer Education - The company has developed an efficient financial education system that engages consumers at various levels, promoting financial knowledge and consumer protection concepts [14] - Monthly themed consumer protection days are planned for 2024 to enhance public awareness and engagement [15] Group 4: Dispute Resolution - The company integrates the "Fengqiao Experience" into its claims and complaint management, utilizing digital tools to enhance service efficiency [18] - A comprehensive dispute resolution system has been established, showcasing the company's commitment to resolving conflicts at the source [19] Group 5: Elderly Services - The company focuses on enhancing financial services for the elderly, offering tailored insurance products and services [22] - Various initiatives have been launched to improve service accessibility for older clients, including specialized customer service features [23] Group 6: Online Financial Service Innovation - The launch of the "Palm Service Station" has expanded online service capabilities, integrating various consumer needs into a single platform [29][30] - The service has received positive feedback for its efficiency and user-friendly features [30] Group 7: Impactful Claims Cases - The company effectively managed claims during the Typhoon "Mojia," demonstrating its commitment to rapid response and consumer support [33] - A significant amount of claims, totaling 2.09 billion yuan, was processed quickly, showcasing the company's operational efficiency [33]