Insurance is connected to people's livelihoods and also keeps pace with the times. Responding to people's expectations with higher quality and efficiency services has become an important issue for the insurance industry to return to the source of protection and promote high-quality development. On the occasion of the "Financial Education and Promotion Week" in 2026, Li Jinsong, General Manager of China Taiping Life Insurance, shared the "practical work for the people" that China Taiping Life Insurance has done.

In 2026, China Taiping Life Insurance, a subsidiary of China Taiping Insurance, will adhere to customer centricity and integrate convenience, benefits, and benefits into the entire process of operation and management. Under the mission and vision of "building the life insurance company with the best service experience and becoming a long-term practitioner in the life insurance industry", we will systematically promote the reengineering of four major service capabilities: process, professionalism, relationship, and perception, continuously improve service quality and efficiency, and better meet the diversified and high-quality insurance service needs of the people.

Build a foundation through process reengineering to make services more efficient

China Taiping Life Insurance plans to coordinate online and offline channels, upgrade digital, intensive, and intelligent service models, accurately identify service shortcomings through financial industry benchmarking, consumer listening, and third-party research, promote data connectivity and channel collaboration, and achieve "one-stop inquiry and one-stop service".

On the self-service end, we have implemented full domain authentication and sharing, simplifying the complex policy service process. Over 90% of non information change business is confirmed without redundancy, and service efficiency has been improved by 25%; On the 95500 end, the innovative model enables direct policy reinstatement with just one phone call, and has served a total of 1.9 million people since its launch; At the counter end, by extending service scenarios through "physical+cloud", we deepen the integration of online and offline, reduce customer travel, and since the launch of cloud link services, we have remotely solved complex problems for over 10000 customers.

To rebuild the foundation with professionalism and make the protection more powerful

Based on the essence of insurance, we build a closed-loop service throughout the entire life cycle, prioritize customer interests, respond to concerns with professional interpretation, and protect rights and interests with accurate performance, ensuring that every commitment has a solid foundation.

Enable customers to purchase insurance clearly, implement suitability management requirements, embed product classification and grading, customer suitability assessment, team sales authorization, suitability matching, and risk warning into the insurance process; Make it easy for customers to handle claims, use intelligence to promote intelligent reporting, transparent claims process, and simplified claims conclusions, actively carry out innovative services such as proactive claims, direct payment, and advance payment. From January to August 2026, the number of claims service customers exceeded 2.83 million, and the settlement rate of small cases within 5 days was 99.93%; To ensure that more customers can enjoy security with peace of mind, we actively expand the supply of livelihood services such as long-term care insurance, welfare insurance, major illness insurance, and new urban and new business models. As of the end of August 2026, the number of people covered by livelihood insurance services will reach 232 million.

Rebuilding relationships to achieve long-term success and deepening trust

Insurance is a long-term commitment that transcends time. China Taiping Life Insurance will provide services throughout the entire life cycle of customers and policies, empower with digital intelligence to proactively identify needs, solve problems in a timely manner, innovate service mechanisms, and promote customer relationships from single service to full process companionship, so that every policy starts from demand and returns to trust.

The government enterprise linkage realizes the "heartwarming handling of sad matters", and China Taiping Life Insurance actively implements the "financial aftermath of deceased persons" work efficiently in Zhejiang, Qingdao and other places. The data is connected to a unified platform for supervision, realizing the "one-stop" function of searching for policies of deceased persons; The governance of the 'sleep policy' is normal and long-term, with multiple rounds of reminders and notifications via SMS/WeChat, phone, and paper letters. A 'warm current' policy with interest free/preferential rates has been introduced, and active efforts have been made to seek out policy stakeholders. From January to August 2026, China Taiping Life Insurance proactively processed 544600 sleep policies, helping customers receive insurance benefits or cash worth 4.204 billion yuan; 243400 interest free items were reinstated, and 13700 items were reinstated with reduced interest after more than two years of expiration.

To perceive and recreate the transmission of temperature, making care tangible and accessible

Focus on the differentiated needs of the elderly, teenagers, new citizens, and people with disabilities, and improve adaptive services. Relying on Fengqiao Service Station, public welfare education points, consumer protection volunteer teams, and resident assistance forces, we will promote the extension of service resources to urban and rural grassroots, weave a dense network of inclusive care, and demonstrate financial warmth in serving special groups and assisting rural revitalization.

Entering into grassroots governance through mass collaboration, guided by the "Fengqiao Experience" of the new era, we have established a dual track and parallel diversified dispute resolution system of "internal classification resolution" and "external tripartite linkage". China Taiping Life Insurance has established over 250 Fengqiao service stations, equipped with more than 300 full-time and part-time resolution teams; Practicing responsible service rooted in people's livelihood, actively assisting rural revitalization, and promoting the service force to sink to the grassroots level, through "one-on-one" pairing and joint construction, implementing targeted assistance, deepening industrial assistance and regional cooperation, upgrading rural talent cultivation projects, expanding the boundaries of main business assistance and other measures, we contribute to anchoring rural agricultural modernization, solidly promoting comprehensive rural revitalization, and achieving common prosperity with the support of Taibao. As of August 2026, China Taiping Life Insurance has implemented and connected 25 assistance projects in 14 provinces, and dispatched 107 resident cadres (including 32 serving as the first secretary of the resident village) to 69 key villages in 21 provinces and cities. The total amount of consumption assistance and assistance donations exceeded 5.2 million yuan.

Life insurance promises to transcend time, and service also requires long-term effort.Looking towards the future, China Taiping Life Insurance will uphold the original intention of "benefiting the people", promote the long-term and regular practice of serving the people, continuously improve service quality and efficiency, fulfill commitments with professionalism, respond to expectations with services, accumulate trust in long-term companionship, and provide more solid and warm protection for the better life of the general public.