Core Viewpoint - The case of Mr. Huang, an 85-year-old client, highlights the efficiency of Ping An Property & Casualty Insurance's "green claims channel" and showcases the humanistic warmth of insurance services through "age-friendly" service details [1][11]. Group 1: Claims Process - The claims process began on November 2, 2025, when a traffic accident involving Mr. Huang was reported. Claims adjuster Cui Yifan quickly confirmed the accident's responsibility and initiated the "green claims channel" within 24 hours, providing the first medical payment to ensure Mr. Huang's treatment was not hindered by financial issues [3]. - A total of three medical payments were made, amounting to 12,000 yuan, demonstrating the company's commitment to addressing urgent client needs and the efficiency of its integrated "diagnosis-claims" mechanism [3][11]. Group 2: Age-Friendly Service - After Mr. Huang's recovery, he faced challenges in completing the claims process due to his age. Cui Yifan provided hands-on assistance, explaining the claims process and required materials in simple terms, and helped organize necessary documents [5][6]. - To ensure a comfortable environment for elderly clients, Cui Yifan offered Mr. Huang hot water and snacks to ease his anxiety during the claims process [6]. Group 3: Post-Claims Support - After completing the claims process, Cui Yifan did not stop at just finalizing the business. He assisted Mr. Huang out of the office and personally arranged a ride home, ensuring his safety [9]. - This case exemplifies a service that goes beyond efficiency, emphasizing respect and care, and redefines the value of insurance as a tool for social warmth in an aging society [11].

Core Viewpoint - The China Insurance Industry Association has officially released the "Standards for Elderly Services in Insurance Institutions," aimed at enhancing service levels for elderly consumers and safeguarding their legal rights [1][2]. Group 1: Background and Purpose - The aging population in China has surpassed 300 million individuals aged 60 and above, necessitating a response to the unique insurance service needs of this demographic [1]. - A special working group composed of leading insurance companies initiated the compilation of these standards in early 2024, based on extensive research into the service pain points faced by elderly clients [1]. Group 2: Key Elements of the Standards - The standards establish three core elements: 1. A "people-centered" service philosophy requiring insurance institutions to adapt their service interfaces and business processes for elderly clients [1]. 2. A comprehensive service standard system covering offline outlets, telephone customer service, and mobile platforms, focusing on addressing the digital divide faced by older adults [1]. 3. Basic service norms and forward-looking guidelines that consider current service capabilities while allowing for future development in intelligent elderly services [1]. Group 3: Specific Requirements and Innovations - The standards detail specific requirements for key service aspects, such as equipping service locations with reading glasses and blood pressure monitors, providing a "one-click transfer to human service" option in telephone support, and developing large-font interfaces for mobile applications [1]. - Insurance institutions are encouraged to explore innovative service models, including health monitoring through smart wearable devices and remote video underwriting [1]. Group 4: Industry Impact - As the first industry standard for elderly services in the insurance sector, this guideline will provide uniform transformation directives for over 200 insurance institutions nationwide [2]. - The implementation of these standards is expected to foster a long-term mechanism for elderly services within the industry, enabling older adults to enjoy safer, more convenient, and warmer insurance services [2].