Core Viewpoint - China Life Insurance Co., Ltd. emphasizes a customer-centric approach, focusing on service quality and technological empowerment to meet the evolving needs of the public during the "14th Five-Year Plan" period [1] Group 1: Service Innovation - The company has implemented a digital transformation strategy to enhance service efficiency, introducing a new "Smart Operation" model that integrates resources and improves service delivery [2] - The online service platform, including the China Life Insurance app, has seen significant growth, with registered users reaching 168 million, a 79% increase over five years [4] - The company has achieved a 99.99% paperless application rate for personal long-term insurance and a 95.56% intelligent underwriting approval rate, showcasing its commitment to efficiency [5] Group 2: Customer Satisfaction and Protection - China Life has established a comprehensive consumer protection mechanism, reaching over 1.629 billion people through educational campaigns in the past five years [8] - The company has maintained high customer satisfaction ratings, with annual evaluations capturing feedback from over 15 million customers [10] - The consumer protection initiatives have positioned the company as a leader in the industry, with its innovative "Consumer Protection+" model recognized as an excellent case in financial consumer protection [8] Group 3: Inclusive Services - The company has developed services tailored for special groups, including the elderly and outdoor workers, providing support in multiple dialects and languages [12] - The "Respect for the Elderly" mode in the China Life Insurance app has received recognition for its accessibility features, enhancing service for older clients [12] - The company has expanded its service ecosystem through various community engagement activities, increasing participation in events by an average of 40.6% annually over the past five years [13] Group 4: Future Commitment - Looking ahead, China Life aims to continue its mission as a financial state-owned enterprise, focusing on integrated, digital, and diversified services to enhance customer experience and satisfaction [15]

而今，在数字化浪潮的驱动下，保险服务正经历着从"物理空间"向"数字空间"的范式跃迁，以科技为笔 重新勾勒行业生态。 作为典型的数据密集型行业，保险业天然具备数字化转型的先天优势与内在驱动力。面对数亿级客户群 体与海量业务数据，行业早已将数字化战略提升至经营核心。从顶层架构的数字化蓝图规划，到一线业 务人员的智能终端应用，科技元素渗透至产品设计、精算定价、渠道转型、核保风控、客户服务等全价 值链环节。 将时针拨回至二十多年前，彼时保险行业的服务场景曾深深镌刻着线下繁琐操作的基因，客户需亲临网 点与业务人员交流，售前、售中及售后均要依托线下网点办理，这或许是留给多数人的历史印象。 但这场变革绝非坦途，行业正面临三重关键命题。如何精准定位数字化转型突破口？怎样在同质化竞争 中蹚出差异化路径？更重要的是，如何构建员工与客户的价值共生体系，让数字化转型既赢得专业认 可，又收获市场口碑？ 值得一提的是，当下已有头部先行者正通过全方位多维度科技创新，给行业数字化转型提供了一份看点 十足和极具借鉴性的价值样本。 作为寿险行业头雁，中国人寿保险股份有限公司（以下简称"中国人寿"，股票代码：601628.SH， 2628.HK） ...