公司官微"服务大厅"进行了适老化改造，增加长辈模式按钮，点击可进行模式切换，对页面UI调整，清 晰简洁，字体放大；新设"用户服务专区"，配置长辈模式按钮，放大字体及操作界面；官微"VIP服务手 册"配置放大按钮，点击可阅读大字版服务手册。 公司理赔、保全、投诉等各项业务均可采用线上形式申请，但仍保留线下作业模式，根据老年金融消费 者群体使用习惯，公司会鼓励和引导老年客户到柜面办理或授权他人代为办理，也可拨打95596客服专 线转人工服务，安排专人上门指导其使用智能设备，协助客户办理各项业务。同时，各级机构均已设置 专属服务窗口及爱心座椅、老花镜等服务设施，为老年消费者群体打造舒适便利的业务办理环境。 提升适老化服务效能，推进适老人性化进程 公司持续提升互联网应用、电话热线等线上适老化服务水平，公司在客服专线95596语音播报中新增老 年人专属服务语音提示及按键功能，设置了老年人客户专席。 民生保险山东分公司不断完善营业网点环境及适老化服务设施，提升适老化服务效能和智能化服务水 平，推进适老人性化进程，积极融入老年友好型社会建设，增强了老年用户金融服务的获得感、幸福 感、安全感，让金融服务更有温度。 在网点金融 ...

Core Viewpoint - A recent incident highlighted the importance of vigilance against insurance fraud, where a senior citizen attempted to cancel a policy after being a victim of telecom fraud, leading to proactive measures by the company's staff to prevent further financial loss [1][4]. Group 1: Incident Overview - An elderly man visited the company to process a policy cancellation after being scammed, revealing that he had not applied for any policy loans despite multiple applications being submitted under his name [1]. - The company's staff, upon discovering the unusual loan applications, acted quickly to assist the elderly man by canceling all pending loan requests, effectively preventing potential financial loss [1][4]. Group 2: Risk Awareness and Prevention Measures - The company emphasized the importance of protecting personal information, advising against sharing sensitive details such as ID numbers and bank account information with strangers [1][2]. - Customers were warned to be cautious of unfamiliar links and apps, urging them not to click on suspicious links or download unofficial applications to avoid phishing scams [2][3]. - The company recommended regular checks on policy status through official channels to identify any anomalies promptly [3]. - It was advised to verify identity authentication requests and to remain cautious of any remote assistance requests from unknown individuals [3]. - In case of suspected fraud, immediate action should be taken to stop all operations and report to authorities [4]. Group 3: Consumer Guidance - During the national insurance public awareness campaign, the company reiterated the "Three No's" principle: do not answer unknown calls for app guidance, do not click on links in messages, and do not trust offers of policy rebates or upgrades [4]. - Additionally, the "Two Musts" actions were highlighted: discuss large financial transactions with family and report any suspicious activity to the police and the insurance company's official hotline [4].