On September 7, 2026, the 2026 Financial Education and Promotion Week officially kicked off. The theme of this event is "Clear Financial Network Guarding Safe Consumption". It aims to promote effective measures of digital finance serving the people nationwide, and carry out precise financial policy propaganda for different groups, highlighting the risks and prevention points of new financial networks.

The protection of the rights and interests of financial consumers concerns millions of households, involves the vital interests of everyone, and also puts forward higher requirements for financial institutions. In the field of financial consumption, how to effectively protect the rights and interests of financial consumers has also become an important issue of concern.

When discussing this topic, Tao Yang, a member of the Party Committee and Vice President of China United Life Insurance Co., Ltd., shared his views. In his opinion, consumer rights protection is the area that is most closely related to the people in financial work. For the company, consumer rights protection is not a passive "task list" for regulatory compliance, but an active "value choice" that integrates into the company's genes.

Strengthen strategic guidance and improve the consumer protection governance system

In the new era of high-quality development in the financial industry, the demand of financial consumers is gradually becoming richer, and financial products are becoming increasingly complex. This not only reflects the prosperous development of China's financial market, but also highlights the complexity and professionalism of the industry.

According to Tao Yang, China Life Insurance deeply recognizes the importance of consumer rights protection work and has elevated it to a strategic level. It not only clarifies the organizational management structure and improves the system of institutional standards, but also improves the internal assessment mechanism and continues to deepen the construction of consumer rights protection mechanisms.

Tao Yang stated that China Life Insurance has always adhered to the core values of "customer-centric", starting from the actual needs of customers, constantly innovating and enriching insurance service content, improving insurance service methods, integrating consumer rights protection into various aspects of corporate governance, accelerating its high-quality development, and effectively improving the effectiveness of consumer rights protection work. Consumer rights protection is not a passive 'task list' for regulatory compliance, but an active 'value choice' that integrates into the company's genes. Tao Yang emphasized that the company has deeply integrated consumer protection work into various aspects such as product design, sales services, and claims processes, and continues to strengthen full process optimization management to comprehensively protect the legitimate rights and interests of consumers.

Prevent risks from the source and resolutely eliminate sales misleading

In response to industry problems such as sales misleading and false advertising, Tao Yang stated that China Life Insurance regards consumer rights protection review as an important gateway for risk prevention and control. With the protection of consumer rights as the starting point, it fully integrates into all aspects of sales services and implements full process standardized management of sales behavior.

In the pre-sales stage, products are scientifically classified and graded, guided by consumer demand, fully considering consumer risk tolerance, and ensuring the appropriateness of products and services. In the sales process, the company strictly reviews promotional materials, eliminates exaggerated and misleading content, focuses on evaluating consumer needs, and implements traceable management of sales behavior. In the after-sales process, by establishing customer follow-up mechanisms, monitoring sales behavior, and other means, potential non-standard operations can be detected and corrected in a timely manner to prevent infringement of consumers' legitimate rights and interests from the source.

In terms of channel cooperation management, China Life Insurance strictly implements sales behavior traceability management for all sales processes, and retains records through a dual recording system to ensure that sales behavior is traceable and verifiable. Business channels are the first touchpoint of sales and services, and also a key link in consumer protection control, "said Tao Yang. In the agreements signed with banks, intermediaries and other cooperative institutions, both parties clarify the responsibilities and obligations of consumer protection, and make responsibility agreements on information disclosure, risk warning, appropriateness management, etc. It is clearly stipulated that cooperative institutions shall not promote or sell products to consumers in the name of their own institutions. Complaints from cooperating institutions and violations of consumer protection clauses will be included in the exit evaluation mechanism. The company always adheres to the bottom line of integrity and compliance in the sales process, "said Tao Yang.

Digitized reshaping of service experience, precise outreach of financial knowledge education

In terms of improving consumer service experience, Tao Yang stated that China Life Insurance is closely following the trend of digital transformation and creating a five in one customer service platform of "counter+video+phone+WeChat+SMS", allowing consumers to conveniently handle business through any channel. Under the guidance of the group's "Digital China" strategy, the company has digitally reshaped the three major areas of underwriting, underwriting, and claims: the underwriting process utilizes technologies such as facial recognition, electronic signatures, and OCR to quickly underwrite while ensuring the authenticity of customer identities; The underwriting process is equipped with AI intelligent models to create an intelligent underwriting consulting service system; The claims process is implemented online, supporting online application for all types of claims. The company has also optimized its service processes, added business temporary storage and renewal functions, "making it easier and more convenient for consumers to handle business".

In terms of financial knowledge promotion and education, China Life Insurance actively implements the requirements of financial knowledge promotion and education, carries out precise science popularization around the most easily misled aspects of consumers, and reminds consumers of risk points through online and offline channels for frequently misleading statements in practice, "clarifying the truth and correct information behind each type of statement". The company also conducts differentiated education for groups such as the elderly, teenagers, and new urban residents, popularizing knowledge on anti fraud, anti sales misleading, and anti illegal fundraising, "helping consumers see the essence of the product, understand key terms, and make good use of hesitation periods", and effectively enhancing risk prevention awareness.

Tao Yang emphasized that 2026 is the beginning year of China Life's "15th Five Year Plan". The company will promote consumer rights protection work from "passive response" to "active operation", continuously strengthen industry integrity and compliance awareness, resolutely eliminate sales misleading, false advertising, illegal charging and other behaviors that infringe on the legitimate rights and interests of consumers and investors, and actively promote industry integrity models and high-quality service measures.

During the 2026 Financial Education and Promotion Week, China Life Insurance will organize various levels of institutions to carry out a series of promotional activities. Through online and offline linkage, precise group coverage, and other methods, financial knowledge will be delivered to consumers, effectively fulfilling the main responsibility of financial consumer protection.