The China Insurance Association officially unveiled the Elderly-Friendly Service Standards for Insurance Institutions on May 13 2025 marking a significant advancement in serving the country’s rapidly aging population With over 310 million citizens aged 60 and above accounting for 22 of Chinas total population these standards aim to standardize and improve insurance services tailored to senior citizens unique requirements
Industry Collaboration Yields Comprehensive Framework
Developed through a year-long collaborative effort led by China Life Insurance and Sunshine Property Casualty Insurance the standards incorporate input from major industry players including Ping An CPIC and PICC The working group conducted extensive research into elderly customers pain points throughout the insurance lifecycle from policy purchase to claims settlement resulting in detailed guidelines covering all service channels and processes
Three Key Innovations Define the New Standards
The framework introduces groundbreaking provisions including adapted physical facilities for elderly customers simplified documentation requirements and dedicated service hotlines It mandates extended time limits for policy reviews and establishes special claims assistance programs for seniors with mobility challenges These measures address longstanding accessibility barriers in insurance services
Digital Inclusion and Traditional Channels Enhanced
Recognizing varying levels of tech-savviness among seniors the standards require insurers to maintain robust offline services while developing elderly-friendly digital platforms Features like larger font sizes voice-assisted interfaces and video consultation options must be implemented alongside traditional counter and telephone services
Regulators Emphasize Implementation Timeline
The China Insurance Association has called for rapid adoption across the industry with compliance assessments to begin in Q3 2025 The standards form part of broader national efforts to implement the Communist Party of Chinas aging strategy and people-centered development philosophy
Consumer Protections and Future-Readiness
Beyond current requirements the guidelines establish a roadmap for continuous improvement including emerging technologies like AI-assisted services and biometric authentication for elderly customers The standards also strengthen safeguards against financial exploitation and mis-selling targeting vulnerable senior consumers
This comprehensive initiative positions Chinas insurance industry to better serve its aging demographic while setting a potential benchmark for other markets facing similar demographic challenges The association will monitor implementation progress and update standards periodically to reflect evolving needs and technological advancements
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