Agricultural Bank Life Insurance Releases 2025 Consumer Rights Protection Report: Upholding the "Finance for the People" Mission, Building Solid Consumer Protection Defenses with Concrete Actions

Today, on International Consumer Rights Day 3.15, ABC Life Insurance officially released the “2025 Consumer Rights Protection Report.” The report centers on the theme of “Practicing ‘Finance for the People’,” systematically reviewing the company’s initiatives and achievements in consumer rights protection over the past year, focusing on the “Five Major Articles.” It fully demonstrates the company’s commitment and action to integrate consumer protection into its entire business chain.

Building mechanisms as a foundation, governance leading throughout

The company’s Board of Directors and senior management place consumer protection at the core of strategy, strengthening defenses through top-level design. The report shows that the company has formulated and revised 30 policies covering key areas such as personal information protection, sales traceability, and dispute resolution, all within the consumer rights protection framework, and manages these through 96 consumer protection audits. Senior executives, including the Chairman and Chief Insurance Officer, actively participate in frontline activities like the “Bright Path Leader” blind assistance charity, leading a culture of “Everyone’s Responsibility” in consumer protection.

Technology benefits the people, service experience is convenient and considerate

ABC Life Insurance vigorously promotes digital transformation, allowing technological benefits to reach customers precisely:

• Platform upgrades make transactions easier: Fully upgraded three major customer platforms, enabling over 60 online services for policy management, added diverse service zones, optimized core channels, and increased online core service rate to over 60%.

• Faster claims processing, efficient and time-saving: Through the iteration of the “ABC Smart Core” system, automatic claim handling accounts for 68.32%, significantly improving efficiency. The company processed 329,800 claims in total, paying out 1.405 billion yuan in insurance benefits, with an average claim payout cycle of only 1.12 days, and small claims averaging just 0.53 days, with a 99.95% case closure rate within five days.

• Innovative features, customer control at will: Launched the “E-Appointment Flexible Repayment” service, giving customers autonomous choice in policy loan repayments. Built a video customer service system to provide face-to-face online support.

• Education outreach, better protection of rights: Officially launched the consumer rights protection zone on the website, with seven functional modules, and precisely pushed financial knowledge to C-end customers.

Warm service, responsive and effective protection

The company is committed to creating warm service experiences, with excellent key service indicators:

• Provided customer consultation services to 481,600 people, completed 979,300 follow-up visits, and handled 624,500 policy maintenance services.

• Smooth and efficient service channels, with a service connection rate of 99.53%, and customer satisfaction with counter services maintained at 100%.

• Focused on the needs of special groups, set up caring service windows at counters, providing 1,313 claims assistance services involving 120 million yuan in coverage, and equipped with Braille and audio rights manuals to promote accessible finance.

Public welfare with dedication, consumer education deeply rooted

ABC Life Insurance actively fulfills social responsibilities, with rich and effective consumer protection education campaigns:

• Conducted 3,470 “Five Access” activities, organized 4,281 themed events, issued 1,790 risk alerts, and carried out 2,926 educational outreach activities for special groups.

• Created the “Consumer Protection Live Broadcast Room,” with a single session attracting over 50,000 viewers, reaching a total of 60.52 million consumers throughout the year. Built a “Five-in-One” consumer protection publicity matrix and selected 12 “Most Beautiful Consumer Protectors” to tell stories of finance serving the people.

Innovation-driven, inclusive products safeguard a better life

The company insists on product and service innovation to meet diverse public needs:

• Actively expanding into elderly finance and inclusive finance, launching 68 inclusive products targeting “Three Rural” areas and new urban residents. Among them, the ABC Jinsui Xinxi Whole Life Insurance (Dividend Type) won authoritative market awards, demonstrating strong competitiveness.

• Continually exploring the expression of Chinese-style financial culture in consumer protection, transforming cultural soft power into tangible measures to enhance customer experience and protect consumer rights. Hosted the “Jinsui Protection” consumer protection cultural innovation competition, with 247 original works and 74 outstanding pieces.

Looking ahead, ABC Life Insurance states it will continue to uphold the original intention of “Insurance for the People,” further deepen the “Customer-Centric” management philosophy, strengthen consumer protection systems, innovate service models, improve service efficiency and warmth, and contribute more to safeguarding the legitimate rights and interests of financial consumers, protecting the vital interests of the people, and promoting healthy and steady industry development.

(Edited by: Zhang Xiaobo)