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the protection of the rights and interests of financial consumers is a concentrated expression of the political and people-oriented nature of financial work. it is an inevitable requirement for deepening the structural reform of the financial supply side and promoting high-quality financial development. in recent years, ping an life shenzhen branch (hereinafter referred to as the "company") has insisted on putting people first, implemented "finance for the people", and improved the "people-centered" policy through five major aspects: solidifying platforms, strengthening mechanisms, improving quality, promoting education, and optimizing services. "consumer protection management system, consolidate the responsibilities of grassroots entities, promote the implementation of consumer protection work, and strive to enhance consumers' sense of gain, happiness, and security in the financial field.

deeply promote the construction of financial consumer protection working mechanism

in order to build a consumer protection work system with clear responsibilities, efficiency and smoothness, the company started from five aspects, made horizontal efforts, and vertically extended to all sides to comprehensively and in-depth promote the construction of financial consumer protection working mechanism.

one is the solid platform. the company has identified the top leader to take the lead in consumer protection work, unified thinking, firm goals, clear responsibilities, consolidated main responsibilities, improved the consumer protection system, and comprehensively promoted the construction of the consumer protection system. the second is strong mechanism. actively implement the working mechanism of the consumer protection management system from horizontal to edge and vertical to the bottom, decompose and quantify the various service specifications of consumer protection, assign responsibilities to people, and make unremitting efforts. the third is to improve quality. senior executives take the lead in talking about consumer protection, promote the construction of a new pattern of consumer protection, conduct internal hierarchical training, firmly establish the awareness of operating in accordance with the law and compliance, emphasize value management, compliance and quality first, improve sales quality from the source, adhere to customer-centered, effectively protect the legitimate rights and interests of consumers. the fourth is broad education. actively carry out regular and centralized financial education and publicity activities, and help improve people's financial literacy through a combination of online and offline activities. the fifth is excellent service. continuously optimize service processes and improve customer experience. jinguanjia has been comprehensively upgraded and optimized to make customers' operations simpler, easier to use, and more worry-free; it continues to promote the company's aging-friendly service upgrades and provides more convenient and faster insurance services to elderly customers.

the consumer rights protection review mechanism of financial institutions is the first line of defense to protect consumer rights and interests, embodying the consumer rights protection concept of “source governance”. to this end, the company continues to improve the consumer rights protection review work system, improve the consumer rights protection review mechanism, revise and issue the "consumer rights protection review management measures", and conduct evaluation and review of products and services provided to consumers. identify and prompt relevant risks, and put forward clear and specific review opinions to prevent the occurrence of violations of consumers' legitimate rights and interests from the source, and play the role of early detection, early processing, and early prevention. ai assistance will be enabled from 2024 review system to continuously improve the efficiency and quality of consumer protection review.

all-roundimprove financial consumer protection workability

in view of the key points and weak links in financial consumer protection work, the company adheres to the principle of "financial consumer protection comes first", coordinates internal and external resources, and takes multiple measures to improve financial consumers' financial literacy and risk prevention awareness, and safeguard the legitimate rights and interests of financial consumers.

first, proactively carry out online and offline financial education and publicity activities. during the "3.15" education publicity week, the "7.8" national insurance publicity day, and the "financial education publicity month" and other activities, public welfare financial knowledge education and publicity activities were widely carried out to improve financial consumer literacy. cooperate with mainstream media to carry out financial store visits and consumer protection interviews, direct and act in financial knowledge promotion videos, shoot micro-movies such as "crazy" (financial education version), "shenzhen flowers" (financial anti-fraud micro-movie), and carry out financial talk shows, financial check-in and park tours, etc., carry out financial knowledge popularization through various innovative forms. at the same time, focusing on important themes such as preventing new types of fraud, illegal fund-raising, and cracking down on gray and black insurance products, we carried out targeted publicity and deployment, and established three publicity groups targeting practitioners, customers, and the public. we put people first and took cases as lessons from the plan. and formulate publicity plans for different groups of people, comprehensively popularize relevant knowledge to insurance practitioners, customers, and the public through multiple channels and multiple positions, and improve the identification and prevention capabilities of practitioners and the public in preventing non-anti-fraud, anti-gray and black products, guide financial consumers to correctly protect their rights.

the second is to coordinate multiple forces to strengthen the early warning mechanism to prevent non-anti-fraud risks. the company continues to strengthen the monitoring of abnormal capital flows and other suspicious funds suspected of illegal fund-raising and financial fraud. strictly implement the large-value transaction and suspicious transaction reporting system in accordance with the law, analyze and identify relevant accounts suspected of illegal fund-raising and abnormal flow of financial fraud funds, and promptly report relevant clues to the shenzhen financial supervision bureau and the city's leading department for handling illegal fund-raising in accordance with the law. in terms of preventing and cracking down on related gray and black products, the company cooperates with the public security department, market supervision and management department, network supervision department and major online platforms for joint prevention. all major platforms simultaneously issue official anti-fraud reminders to comprehensively enhance consumers' awareness of preventing gray and black products. .

the third is to consolidate team building and continue to strengthen integrity education for employees. the company adheres to the guidance of the "insurance law", "insurance sales behavior management measures", "insurance agent supervision regulations", etc., and regards the core content of relevant laws and regulations as the company's "insurance agency contract", "basic management measures for individual life insurance business personnel", important provisions of the measures for the quality management of personal life insurance business personnel. in terms of integrity education and compliance management, we aim at employees "who dare not violate, cannot violate, and do not want to violate", strictly protect the legitimate rights and interests of insurance consumers, and strive to build a team of insurance practitioners with the best ethical standards. in the three links of "pre-sales, during sales, and after-sales", we must strictly implement the relevant requirements of the "insurance sales behavior management measures" and sell appropriate insurance products to appropriate customers through appropriate sales channels. at the same time, we use a hierarchical integrity and compliance education platform, a multi-dimensional risk scenario management and control platform, and a comprehensive violation penalty and accountability platform to standardize and control the behavior of employees. if there is any abnormal behavior, the platform will trigger the corresponding accountability and control procedures, and control the sales qualifications of relevant practitioners, impose penalties for quality violations, recover losses from contract termination, etc. in addition, the company continues to strengthen the education and training of consumer rights protection for insurance agents. it formulates an annual education and training work plan for consumer rights protection for insurance agents every year, strictly implements the headquarters curriculum, and continues to implement consumer protection training content in standard training. at the same time, we will promote the learning and education of online special required courses on consumer protection, so that the awareness and culture of consumer rights protection can be rooted in the heart and externalized in action, and continuously enhance the professional ability and work initiative of consumer protection work.

willconsumer protection integrationenterprisebusiness managementwhole process

to build a new pattern of financial consumer protection, we must strengthen the protection of financial consumers throughout the process. the company fully implements the "three appropriate" requirements, fully integrates consumer protection work into the entire process of corporate operation and management, empowers consumer protection with technology, effectively prevents and controls risks, and continues to improve the quality and efficiency of consumer protection work.

in terms of underwriting, the company relies on advanced technology to conduct comprehensive and in-depth analysis of the insured's information to identify potential risk factors; it establishes and improves risk models and conducts quantitative assessments of different types of risks to ensure the accuracy of underwriting decisions. and scientific nature, so that the principle of insurance fairness can be better reflected. during the sales process, ensure that key information such as insurance liability and exemption clauses are fully and clearly disclosed to avoid misleading consumers. keep traceable records of the sales process, such as audio and video recordings, for verification in the event of a dispute. the company also implements differentiated underwriting strategies based on the risk profiles of different customers, which not only meets the reasonable needs of consumers, but also effectively controls risks.

in terms of claims, the company relies on advanced technology and uses technical capabilities such as computer vision, speech recognition synthesis technology, human-computer dialogue, and image recognition to create an intelligent claims process centered on intelligent reporting, intelligent application, and intelligent review to improve the efficiency of claim application, such as citing virtual digital humans, relying on multi-modal interaction methods can provide 7*24 hours of uninterrupted anthropomorphic services. in addition, customers can complete the claim report in an average of 2 minutes, which is 75% more efficient than the traditional report process and only takes 20 seconds at the fastest. it truly makes the claim settlement simpler; a quick response mechanism is established to quickly start the claim settlement after receiving the claim application. program to reduce the waiting time of consumers. increase the intensity of claims review and improve the accuracy of claims review; the company has established a fraud identification model to focus on review of claims cases suspected of fraud. at the same time, it has strengthened cooperation with the public prosecutor, law and other departments to jointly combat insurance fraud. during the claims process, we maintain good communication with consumers, answer consumer questions in a timely manner, and improve consumers’ claims service experience.

in the future, the company will continue to practice finance for the people and do five major financial articles. enhance people’s sense of gain, happiness and security with a more diversified product supply and high-quality services with more warmth and feelings, and contribute to the creation of a harmonious and healthy financial environment. (contributed by shenzhen ping an life insurance)