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Introduction
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Ping An Life Insurance Company of China,
Ltd.is
a major subsidiary of Ping An Insurance (Group) Company of China, Ltd. It
is established in year 2002.
For the past
10 years, Ping An Life has been growing rapidly as China's insurance
industry has expanded, achieving a leading position in both scale and
service quality. Capitalizing on its modern business structure, sound
management philosophy, charismatic corporate culture and professional
employees, the Company has been a pioneer in China's life insurance
industry, with a team of more than 180,000 sales agents. The Company has
also developed strong back-office support, intensive training programs, a
unified IT support platform, a three-pronged sales channel (individual
insurance, group insurance and banking agents) and a comprehensive product
system, all designed to cater to customer needs. It has a wide product
range, from traditional savings insurance to guaranteed products,
bonus-based insurance and investment-based products.
Ping An Life
has introduced many established insurance experts from mainland China and
from overseas into its senior management. With this combination of talent,
the Company has achieved an organic combination of international
experience and local knowledge, which in turn helps maintain and
consolidate the Company's leading position in marketing, actuarial
studies, product innovation, brand management and staff development.
At present,
Ping An Life Insurance has 35 subsidiaries, more than 2,600 associated
units and a nationwide service network. As the Company is highly
customer-focused, it has opened China's first centralized call center,
95511, and has introduced an annual customer service day. It is also the
first mainland insurance company to introduce urgent support services for
customers both domestically and overseas. Ping An's "3A" customer service
approach (Anytime, Anywhere and in Any way) emphasizes the Company's
comprehensive service with a human touch, and has twice earned it the
award for "Best CRM Practice", from the Greater China Customer
Relationship Management Association in 2002 and 2003.
Ping An is a
household name in China, synonymous with excellent quality of service. At
Ping An, we provide a wide range of value-added services to our valued
customers in addition to our Insurance Policy Protection Service. Our
company was the first to offer Domestic and Overseas Emergency Assistance,
and now we have upgraded our Emergency Assistance Hotline Number 95511.
Ping An customers who have subscribed to our Global Emergency Assistance
Service can simply dial 95511 and enjoy our professional and efficient
services when they encounter mishaps in most parts of the world. With the
aim of creating a hi-tech platform to serve our customers with the highest
professional standards, we have pioneered Customers Services Day, the Ping
An Customer Card and the co-branded Ping An Bank Card. With call centers
and the Internet as the core of our operations, we are also supported by
branch-level service centers
and our team of professional service providers. All these components make
up the unified brand management system and service interface that is Ping
An's "3A" Customer Service Approach, where our customers can enjoy the
company's satisfactory services Anytime, Anywhere and in Any Way they
wish.
Ping An Life Insurance Company of China, Ltd.currently
provides the following major services:
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Policy Content amendments ——
An insurance policy is a contract between the insured and the insurance
company and includes a legal relationship to execute rights and
responsibilities. If there are mistakes in the insurance contract or if
the insured wishes to make amendments to the contract, the insured
should file an application for correction or amendments. These will
become effective once approved by Ping An Life Insurance, and noted on a
corrected or amended insurance contract.
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Renewal premium collection
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Before the date of the renewal of premium payments, Ping An Life will
issue a notice to customers, specifying the insurance premium amount and
reminding them about payment. Customers will be correctly informed about
the payment method and date and the amount of extended premium
(insurance payment for the second and future installments), and the
insurance policy will therefore remain effective.
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Policy loans ——
Customers who buy products such as whole-life insurance and savings
insurance can apply for a loan from Ping An Life Insurance under the
terms and conditions stated in their policy. To be eligible, customers
will need to make consecutive insurance payments for one year or more
and their policy must have a cash value, with the loan subject to a
maximum value of 80% of the cash value. The loans do not need to be
guaranteed with collateral and the application procedure is simple,
providing customers with handy cash for urgent personal or financial
needs.
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Insurance compensation
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Policyholders,
beneficiaries or the insured apply for compensation after an accident
has occurred. Ping An Life will investigate the individual case and
relevant supporting information, and will grant compensation according
to the terms and conditions of the insurance policy.
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Pre-approved
compensation claim service: Customers are not required to file a
written application for an insurance claim. They need only visit an
insurance counter at a Ping An Life Insurance branch office and
provide the customer service officer with details of the accident. The
customer service officer will print out an application form to be
signed by the policyholder.
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Compensation
application unrestricted by geographical boundaries: Ping An provides
a convenient insurance claim service for its customers by allowing
them to apply for compensation anywhere in China. Customers can make
insurance claims outside the province where the insurance policy was
purchased.
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Telephone
interviews with customers for insurance compensation: To confirm the
receipt of compensation and to understand whether customers are
satisfied with the compensation services, the Company actively seeks
suggestions and opinions from customers about insurance compensation.
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Hospital visits to
customers: Ping An customer service staff will visit severely ill
customers if they are in a hospital, providing comfort as well as
details about policy guidelines and applying for compensation.
Customers can be given guidance regarding hospitalization, medicine,
extended periods of hospitalization and hospital transfers.
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Compensation
payment methods: Customers can choose various payment methods
including bank transfer, in-person cash collection and trustee
appointment (to collect cash).
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Compensation
inquiry services: Service staff answer inquiries from customers about
technical aspects of insurance compensation and associated procedures.
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95511
call center services
——
The Company has assigned specific customer service staff to answer
various insurance-related inquiries from customers. The Company is
committed to service efficiency, taking initiatives to provide
additional care for customers and obtain their recommendations for
service improvement.
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Global Emergency Assistance ——
Policyholders who hold a current Ping An insurance policy and are under
the age of 70 are eligible for emergency assistance services from local
Ping An Life customer branches. They can also enjoy the "7 days, 24
hours" hotline service. Ping An Life provides emergency assistance
service in China and overseas based on customer needs.
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Customer Service Day ——
Ping An Life Insurance first launched the
Customer Service Day in 1996. Through this, the Company has organized a
series of nationwide activities, including re-visiting one million
customers, events for children, seminars and fairs/parties for
customers. These activities help customers better understand the Company
and help Ping An Life better understand its customers. Customer Day
activities have been well-received by the public, promoting a positive
image of Ping An and helping it become a role model for other
enterprises in China.
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