• Product & services

Product & services

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.

Renewal premium collection

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.

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.

Insurance compensation

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.

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.

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.

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.

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.

Compensation payment methods: Customers can choose various payment methods including bank transfer, in-person cash collection and trustee appointment (to collect cash).

Compensation inquiry services: Service staff answer inquiries from customers about technical aspects of insurance compensation and associated procedures.

95511

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.

Overview of 95511 incoming call service

Policy information/customer information inquiry Customers can provide or cross-check customer information in their insurance contracts.

Deed inquiry

Customers or salespeople can inquire about the underwriting progress of an insurance deed, outline any problems and ask about exact insuring time.

Inquiry about the different types of insurance products

Customers can inquire about insurance obligations for existing products and products that are maturing or ceasing.

Insurance retaining inquiry

Customers can inquire about how to keep their insurance contracts valid, from required information to related procedures.

Insuring rules inquiry

Customers can inquire about the basic rules for deed underwriting. (The 95511 hotline does not directly answer these inquiries but directs questions to professionals who will investigate the deed information based on actual conditions. Customers and relevant business peers will be informed about the inquiries).

Insurance compensation inquiry

Customers can inquire about general rules, procedures and necessary information for insurance compensation (the 95511 hotline does not directly answer questions when an insurance claim is approved, but will direct questions to professionals, who will investigate the compensation claim information based on actual conditions. Customers and relevant business peers will be informed about the inquiries).

Salesmen identity verification

This service assists customers, potential customers and other business peers in verifying the identity of salesmen, and provides customers with the contact details of salespeople (subject to approval from the Company and the sales staff).

Company information inquiry

Existing customers, potential customers and other business peers can obtain information about the Company, including business scope, operating results, service overview as well as address, telephone number and e-mail details of sub-branches.

Appointment visit service

The 95511 call center can arrange for staff to visit customers individually, on request. The center also handles requests from customers about visits from salespeople. 95511 will direct the request to the appropriate division, which will organize a salesperson to visit the customer and provide the necessary service.

Appointment visit service for potential customers

The 95511 call center can arrange for staff to visit potential customers individually, on request. The center also handles requests from potential customers about visits from salespeople. 95511 will direct the request to the appropriate division, which will organize a salesperson to visit the customer and provide the necessary service.

Direct handling and re-issuing of invoices

The 95511 call center will directly re-issue invoices to eligible customers by registered mail, on request. (Eligible customers include those who have not received the invoice 15 days after the payment and those who have not received the dividend notice and annual report after the anniversary of the insurance policy.)

Direct handling of changes in address, postcode or phone number

The 95511 call center will directly handle requests from customers about any change in personal details, such as address, postcode or phone number.

Insurance compensation claim

The 95511 call center will record information about an insurance claim and will direct the request to the appropriate division, which will arrange the insurance claim payment.

Business complaints

95511 will record complaints and suggestions from existing and potential customers and salespeople. Complaints will be directed to the appropriate parties, who will respond to each complaint within a specific period of time.

Overview of outgoing call services

In order to improve service quality, further enhance the Ping An brand and respond to requirements from the China Insurance Regulatory Commission, the 95511 call center has expanded its services. Details of the new services include: Re-visiting new deed customers (individual insurance) Re-visit customers eight days after a new deed is issued to verify customer information.

Re-visiting compensation beneficiaries

Every week, the Company will re-investigate recently settled compensation information and documentation, so that the Company can verify the compensation information, and understand if customers are satisfied with the compensation and avoid any risk. Compensation settlement notice Inform relevant staff and officials about various insurance claims in order to improve customer satisfaction.

Re-visiting lapsed policy owner

The Company will re-visit customers whose policy has lapsed for 15 days in order to understand reasons for the lapse and monitor renewal service quality.

Quality survey on bank insurance

Every month, the Company will interview new and existing customers, gauging their opinions about the distribution of insurance contracts, dividend notices and invoices for the previous month.

Re-visiting group insurance customers

The Company will revisit group insurance customers five days after the policy is issued to confirm the relevant information and avoid risk. The Company will also re-visit customers whom it has not visited for a year to verify information and improve service quality.

Re-visiting policy loan customers

In the middle of each month, the Company will remind customers if their policy loans are about to expire or if they need to be revised in the next month.

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.

Domestic Emergency Assistance Services:

Caters to customers who want to make medical inquiries, or those who need urgent cash for hospital expenses, medical monitoring, urgent messaging, compassionate visits, medical transfers, return to place of residence, return of children under the age of 16, return of mortal remains to place of residence, post-hospital accommodation, urgent return to place of residence to handle funeral matters of immediate relatives, travel and accommodation arrangements for accompanying persons and general travel information.

Overseas Emergency Assistance Services: Includes pre-travel advisory service, travel visas, epidemic vaccination inquiries, consulate information, telephone-based medical advice, doctor and hospital referrals, dispatch of essential medication, clinical service arrangements, insurance claim applications, legal counsel referrals, urgent messaging, urgent translation assistance, lost passport assistance, urgent travel assistance, urgent medical transfers, urgent medical repatriation to place of residence, return of mortal remains to place of residence or cremation of deceased bodies, compassionate visits, and return of children under the age of 16 to place of residence.

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.