The China Insurance Association has officially unveiled the Elderly-Friendly Service Standards for Insurance Institutions marking a significant step toward improving services for the aging population Released on May 13 2025 the standards aim to enhance the happiness and satisfaction of elderly policyholders as China faces deepening demographic aging The initiative addresses the lack of unified norms in the industry despite previous efforts by insurers to adapt services for older adults
Leading insurers including China Life Insurance and Sunshine Property Casualty spearheaded the development of the standards with contributions from major industry players such as Ping An Life CPIC Life and PICC Property Casualty The working group began drafting the guidelines in early 2024 after extensive research into the challenges elderly customers face when accessing insurance services The final version incorporates industry best practices and feedback from regulators and stakeholders ensuring comprehensive and practical recommendations
The standards outline clear definitions principles and management mechanisms for elderly-friendly services while detailing specific requirements for different service channels such as in-person online and phone support They also cover key processes like policy sales claims settlements and value-added services with a strong emphasis on protecting elderly consumers rights By establishing these benchmarks the guidelines provide insurers with a structured approach to upgrading their offerings for older clients
One of the standout features of the standards is their focus on inclusivity and accessibility aligning with the national strategy to address aging and the Communist Party of Chinas people-centered development philosophy The guidelines emphasize tailoring services to the physical and behavioral needs of elderly customers ensuring convenience and ease of use This reflects the insurance industrys commitment to social responsibility and improving the quality of life for senior citizens
Another key aspect is the forward-looking nature of the standards which not only set baseline requirements but also encourage insurers to adopt innovative solutions as service capabilities evolve The document balances current operational realities with aspirational goals pushing the industry toward continuous improvement in elderly care services This dual approach ensures relevance in both the short and long term
The China Insurance Association anticipates that the standards will drive widespread adoption across the sector fostering higher service quality and stronger consumer protections for elderly policyholders By promoting consistency and excellence in elderly-friendly practices the initiative aims to make insurance services more accessible and efficient for Chinas aging population The association has called for accelerated implementation to maximize the benefits for seniors nationwide
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