中经记者 张漫游 北京报道 近年来，金融机构主动响应人口老龄化国家战略，从线下硬件设施升级到线上数字服务优化，从单一产 品供给到多元生态构建，全方位推进适老化改造实践。 高鹏飞指出，当前，金融机构的适老化改造不仅体现为软硬件升级，更延伸至服务内容。针对老年人金 融风险防范意识相对薄弱的特点，不少金融机构通过走进社区、举办讲座等方式，普及防范电信诈骗、 识别非法集资等知识。在销售环节加强风险提示和过程管理，帮助老年群体树立理性投资观念。 如建设银行（601939.SH）在全国设置的超200家"健养安"养老金融特色网点，定期举办养老金融课堂， 汇聚养老规划师团队、养老领域专家、保险理财等专业人士，展开养老规划、财富管理、消保防诈等系 列讲座。同时，建设银行也深入周边企业，提供年金之类的养老专属服务，并整合网点周边资源，构建 融合生活消费、健康医疗的全方位养老综合生态。 从"有"到"优" 当前，随着众多新政的落地实施，金融机构适老化改造正迎来从"有没有"向"好不好"的转型期，如何破 解服务痛点、深化科技赋能、构建协同生态，成为行业高质量发展的重要课题。 2026年1月13日，民政部召开新闻发布会，介绍《关于培育养老 ...

Core Insights - The article emphasizes the digital transformation of China Life Insurance Company, highlighting its strategic initiatives to create a unique digital moat and enhance customer-centric services through an integrated online and offline EAC model [1][2]. Digital Transformation Strategy - China Life is leveraging technology as a primary driver for transformation, establishing a robust data foundation and digital platform characterized by a "large backend + small frontend" approach [2]. - The company has developed a multi-dimensional online platform, including a life insurance app, WeChat for business, and mini-programs, achieving over 160 million registered users and more than 11 million monthly active users [2]. Service Efficiency and Customer Experience - The integration of AI-driven solutions has significantly reduced customer wait times and service costs, enhancing service quality and brand image [3]. - The introduction of the "Smart Partner" AI assistant has improved service efficiency and accuracy in customer interactions, while the "Air Customer Service" O2O model has streamlined in-person service processes [3][4]. Claims Processing Innovations - China Life has implemented advanced technologies to enhance claims processing efficiency, achieving over 17 million intelligent claims reviews in 2024, with an automation rate exceeding 70% [4][5]. - The company has pioneered a real-time claims settlement service that integrates medical insurance and commercial insurance, drastically reducing claim processing times [4][6]. Future Digital Initiatives - The company plans to strengthen its digital capabilities further, focusing on technology empowerment and application across various operational areas [7]. - China Life is actively developing a comprehensive digital ecosystem that includes healthcare and retirement services within its app, aiming for a one-stop service model [8].

Group 1 - The core viewpoint of the articles emphasizes China Life Insurance's commitment to digital transformation, leveraging technology as a primary productivity driver to enhance its operational efficiency and service delivery [1][2]. - China Life is focusing on building a robust digital infrastructure, including a hybrid cloud system for IT resource management, a flat network for efficient data transmission, and a lightweight digital platform for user services [1]. - The company has achieved significant user engagement, with over 160 million registered users on its life insurance app and an average of over 11 million active users monthly [1]. Group 2 - In the claims process, China Life is utilizing advanced technologies such as AI models to create a refined intelligent claims system, enhancing efficiency and fraud detection capabilities [2]. - The company aims to integrate medical insurance and commercial insurance data to eliminate data silos, facilitating synchronized settlement processes [2]. - China Life has implemented real-time settlement capabilities for commercial medical insurance claims across multiple provinces, providing accessible insurance solutions to hundreds of millions of people [2].

Core Viewpoint - The digital transformation of China Life Insurance Company is essential for future success, focusing on creating a unique digital moat and enhancing customer-centric services through an integrated online and offline EAC model [1][2][3] Group 1: Digital Transformation Strategy - China Life is leveraging technology as a primary driver for transformation, establishing a "big backend + small frontend" technology layout to enhance service experiences [2][3] - The company has developed a digital platform that includes a life insurance app, WeChat for business, and mini-programs, achieving over 160 million registered users and more than 11 million monthly active users [2][3] Group 2: Service Efficiency and Customer Experience - By integrating AI capabilities, China Life has significantly reduced customer wait times and service costs, enhancing service quality and brand image [3][4] - The introduction of an "air customer service" O2O model has created a fast track for customers needing in-person services, with an expected 1.8 million customers served by 2024 [3][4] Group 3: Claims Processing Innovations - China Life has implemented an intelligent claims system using AI models, achieving over 17 million smart claim reviews in 2024, with an automation rate exceeding 70% [4][5] - The company has pioneered a direct compensation service for outpatient emergency care, drastically reducing claim processing times [4][5] Group 4: Technological Infrastructure and Future Plans - China Life is committed to enhancing its digital capabilities, focusing on cloud-native, big data, and digital R&D to support its operations [6][7] - The company has established a leading hybrid cloud infrastructure and is integrating various intelligent applications across core business areas, including sales, customer service, and risk control [7][8] Group 5: Commitment to Customer-Centric Financial Services - China Life aims to address diverse insurance needs through technology, embodying the principle of "finance for the people" and striving to create a new chapter in digital finance [8]