The ninth anniversary of ABC Life: to be the guardian of the people's beautiful life

January 18 marks the ninth anniversary of the establishment of ABC Life Insurance Co., Ltd. (hereinafter referred to as "ABC Life"), a holding subsidiary of the Agricultural Bank of China. It should be born of reform and walk with the times. In the past nine years, ABC Life has been adhering to the core values of "integrity, steady and steady development", taking every step of growth with a focus on professionalism, and expanding corporate value with responsibility.

As the first commercial bank established in New China and the first national professional bank to resume its establishment after the reform and opening up, the Agricultural Bank of China has the most extensive operating network, the strongest customer base and the most unique urban-rural linkage business model. Since its birth, ABC Life has naturally adhered to the gene of ABC's profound cultural heritage, facing customers, serving urban and rural areas, actively implementing the national and group strategies, bravely guaranteeing the mission of the insurance industry, promoting the return of the source of protection, serving the real economy, doing a good job of "six stability and six guarantees", and effectively undertaking the mission and responsibility of state-controlled insurance companies.

Since its listing, ABC Life has grown together with the insurance industry. From the continuous improvement of the product system to the continuous construction of the service system, from the premium income to the investment income, from the empowerment of science and technology to the intensive development, "the annual high-quality development insurance company", "the annual best value transformation life insurance company", "excellent corporate culture case", "excellent social responsibility excellent case"... In the past nine years, ABC Life has repeatedly won the affirmation and recognition of the society, and has handed over a satisfactory answer sheet to the country, the market and the customer.

Serving the people's livelihood: Fully meet the needs of the people to ensure protection

In order to meet the people's needs for a better life, ABC Life has always been firmly committed to being a provider of high-quality people's livelihood protection services, a protector of insurance consumer rights and interests, and a guardian of people's better life. In recent years, ABC Life has continuously improved its product and service system, made full use of the favorable conditions of ABC Group's integrated financial services, and comprehensively improved the level of insurance services with customer experience as the center and the whole life cycle of the insurance policy as the service radius.

In 2021, ABC Life will take health insurance, accident insurance, pension insurance, whole life insurance and other protection products as the leading, quickly connect the definition of new serious illness, develop two advanced major illness insurance products in the industry, of which the "Healthy Life" insurance product won the industry's "Annual Innovative Insurance Product Award", launched the inclusive "Follow e- Travel" series of products and serious illness insurance products for specific groups in the county, and successively launched the ABC "Golden Spike Auspicious Insurance" B traffic accident injury insurance and the "ABC Love Freedom" second-generation two-generation insurance products. Provide differentiated and accurate services for farmers and migrant workers in the city, and open a new chapter in the history of financial services "three rural areas".

In order to continuously improve the service level, ABC Life has held a customer service festival for eight consecutive years to provide customers with warm and efficient services. In 2021, focusing on the six modules of "Walking with Love", "Growing with Love", "Recording with Love", "Escorting with Love", "Escorting with Love", bringing customers a rich new experience of knowledge, interactivity and fun, launching the "Zhenxiang Member" service, through the four categories of exclusive experience of basic services, butler services, green pass services, and Zhenxiang services, providing personalized and differentiated care and courtesy for high-net-worth customers, meeting the diversified service needs of customers, and practicing with practical actions" Agricultural service every day progress" purpose.

Claims is the insurance service that customers care about the most. Since its inception, ABC Life has continued to explore ways to shorten the timeliness of claims settlement services, and has successively launched service initiatives such as WeChat claims, "quick e-claims", and claims care services. In 2021, from the customer's point of view, the company relies on the existing intelligent claim settlement model to launch the "one-day compensation for serious illness" service, combining the advantages of professional claims with innovative technology to provide customers with satisfactory services with professional and efficient claims. In order to implement the relevant requirements of the state and regulatory authorities for special group services, ABC Life also launched the "Anxiang" service plan to meet the differentiated insurance service needs of the elderly through a series of optimization and improvement measures, and gradually established a customer service system for the elderly with the characteristics of the ABC and showing the caring feelings of the ABC.

In the past nine years, ABC Life has served 17.76 million customers, an increase of 295% over 2013, and the satisfaction of counter services has reached 99.93%; the cumulative compensation is 4.351 billion yuan, and the total number of compensation is 1.2644 million pieces, sending warmth and comfort to thousands of families.

Technology empowerment: Strive to accumulate strength for the development of the industry

Under the wave of digital transformation, technology application and innovation have made breakthroughs and even reached the leading level in many fields. ABC Life accelerates the application of new technologies, accelerates the empowerment of intelligent technology, builds a smart customer service system with high speed, attitude and temperature integration of online and offline, opens up the "last mile of service", and accelerates the construction of an online service system for customers covering online sales, online claims, policy services, renewal services, and health management.

In 2019, ABC Life cooperated with the Agricultural Bank of China to carry out the "My Health" theme marketing campaign, with the help of Internet technology, the introduction of the latest open banking technology of the Agricultural Bank of China, the embedding of insurance products into the business scenarios such as the payment of life and payment of the Agricultural Bank of China, more than 370,000 customers received free insurance covering 70 major diseases such as cancer, myocardial infarction and new crown pneumonia liability, of which more than 40 customers received claim services due to major diseases. The event won the "Golden Insurance Award - Internet Insurance Model Innovation Award" of the China Internet Insurance Innovation Summit.

Since 2020, in order to ensure that insurance services "do not fall off the chain" during the epidemic period, ABC Life has rapidly upgraded its online services, improved the degree of service e-ization, and opened more than 60 online services such as inquiry and security through Internet platforms such as official websites and official micro-media, effectively extending the service chain, enriching the form of services, and improving customer experience. The company also quickly launched accident insurance with new crown liability, cooperated with Brilliant Health to promote health special videos, cooperated with Doctor Magic Hand to provide free viewing of real-time data reports on the epidemic situation and online consultation on fever diagnosis, highlighting the speed and temperature of ABC.

In 2021, ABC Life will continue to extend its service "tentacles", expand the radius of diversified services, build a smart service system, take high-quality services as the base point, focus on customer needs, integrate digital application technologies such as face recognition, intelligent voice, electronic signature, OCR recognition, etc., accelerate the construction of client platforms, integrate value-added services such as company health services and risk assessment, build customer feeding scenarios such as punch card check-in and walking, continuously expand sales and service-side mobile application functions, and accelerate the process of intelligent underwriting. It is the first in the industry to promote electronic return visits, through the rule engine setting, the launch of "automated compensation technology", some case processing time increased to "second level", with efficient and convenient full-process services to provide customers with more intimate protection. While increasing service items and improving service speed, the company has initially built a client online risk control system to ensure customer information security and improve customer operation experience by creating a "three-level user system", "five-level identity verification system", "platform authorization system" and "information desensitization standardization", etc., using three major identity verification methods of registration password, mobile phone verification code and face recognition.

Practice responsibility: Show the responsibility of state-owned enterprises with practical actions

As a holding subsidiary of agricultural bank of China, ABC Life has always kept in mind its mission and responsibility as a state-controlled enterprise. In the fight against the new crown epidemic, to ensure the well-being of the people's livelihood, to serve the national strategy, to promote the "six stability and six guarantees", to promote reform and innovation, to strengthen risk prevention and control, etc., we will have the courage to take responsibility and forge ahead, and contribute to the realization of the national economic and social development and the second centenary goal.

Since 2020, ABC Life has donated insurance protection services to frontline medical workers in Hubei's covid-19 epidemic prevention and control, medical personnel nationwide and specific groups in Hubei to help prevent and control the epidemic, with a total number of insured 470,000 people and a cumulative insurance amount of 418.7 billion yuan. By the end of 2021, ABC Life had completed a total of 1,866 cases of gift insurance claims, with a cumulative compensation amount of 29.859 million yuan.

Focusing on serving the national strategy, since 2019, ABC Life has increased its investment in serving the real economy and promoting regional development, accumulatively invested in the debt plan of Hefei Jinghe Integrated Circuit Co., Ltd., fully supported "Made in China 2025", invested in the "Xinhua-China Communications Construction Infrastructure Debt Investment Plan", and promoted the regional development of Guangqing region. It is reported that since the establishment of ABC Life, ABC Life has invested more than 60 billion yuan in serving the real economy, practicing the mission and responsibility of state-owned large bank holding insurance companies, actively playing the role of social "stabilizer" and economic "booster", and constantly innovating practices to make insurance better serve the social and people's livelihood.

In order to actively respond to the industry's initiative on carrying out consumption assistance in designated areas, ABC Life explored a new model of consumption assistance, and publicized and introduced consumer assistance products through the form of embedded product shop purchase links in the official WeChat public account of ABC Life, with a push coverage of about 1.2 million people and 465,200 yuan of consumption assistance within the company. Since its listing, ABC Life has been actively practicing social responsibility, demonstrating the temperature of the industry and the love of the enterprise. In 2015, ABC Life donated 500,000 yuan to Tonglin Primary School in Xingguo County, Jiangxi Province, an old revolutionary area, through the Red Cross Foundation of China, to renovate the crisis school building and improve the conditions for running the school. Since then, every June, ABC Life has sent outstanding employees with professional expertise to the primary school to help students and teach, and sent teaching materials such as computers, books, cultural and sports supplies to the school, and materials and teaching equipment such as school uniforms, televisions, desks and chairs to help the old revolutionary areas to help alleviate poverty through education in the old revolutionary areas.

The ambition of Qinggang, the practice of far-reaching. Standing at a new historical starting point for the new journey of comprehensively building socialist modernization and marching toward the second centenary goal, ABC Life will further enhance its sense of responsibility and mission, not forget the original intention of reform, keep in mind the mission of protection, strengthen the people-centered development concept, firmly establish the idea of serving the country with finance and insurance, and strive to help achieve common prosperity with high-quality insurance protection.