In March 2025, the General Office of the State Council issued the “Guiding Opinions on Doing a Good Job in the ‘Five Major Articles’ of Finance,” clearly listing “improving a multi-level, wide-coverage and sustainable inclusive financial system” as an important task. As a life insurance company controlled by a large state-owned bank, ABC Life Insurance actively responds to the national strategic call, always adheres to the value concept of “putting people at the center,” and promotes the high-quality development of inclusive insurance by continuously optimizing the supply system of inclusive insurance, providing the public with more warm and powerful insurance services.
Rooted in the Countryside, Painting a New Picture of Rural Revitalization
ABC Life Insurance regards rural revitalization as a key battlefield for practicing inclusive finance, and makes efforts from multiple dimensions such as products, services, and investment to deeply cultivate the rural financial and insurance field. In terms of product innovation, a series of exclusive insurance products that meet the needs of agriculture, rural areas, and farmers have been launched. In terms of expanding the service network, the reach of county-level services is constantly extended. The company also actively carries out donations of insurance for the disabled, steadily advances targeted assistance work, optimizes the claims service process, and brings insurance knowledge to rural areas, effectively enhancing the quality and efficiency of financial and insurance services in rural areas.
The company fully leverages its own advantages, explores investment opportunities in the field of rural revitalization, and employs diverse investment methods to provide financial support for areas benefiting farmers such as food security and rural industrial development. As of 2024, the balance of bonds related to “agriculture, rural areas, and farmers” and rural revitalization in the company’s existing assets reached 13.559 billion yuan, deepening the innovative practice of insurance services for rural revitalization with concrete actions. Thanks to its outstanding performance in the work of rural revitalization, the case “ABC Life Insurance: Enhancing the Function and Role of Insurance Services in Rural Revitalization” was awarded the title of “Outstanding Practice Case of Financial Services for Rural Revitalization” in the 2024 annual selection of financial services for rural revitalization by China Urban and Rural Finance News.
Innovative Products Safeguard the Happy Lives of Diverse Groups
ABC Life Insurance adheres to the product development concept of “inclusiveness, applicability, and stability,” taking the “Benefit” series of products as the core, and has built a wide-ranging inclusive insurance product matrix, extending the coverage to special groups such as “agriculture, rural areas, and farmers” customers, new urban residents, small and micro enterprises, women, and children.
For “agriculture, rural areas, and farmers” customers, the company has launched products such as “ABC Life Jinsui Yinnongbao Accidental Injury Insurance” and “ABC Life Jinsui Huinong Jinsui Safety Journey Whole Life Insurance,” building a solid risk barrier for the production and life of rural residents. In 2024, the premium income for agriculture, rural areas, and farmers reached 1.288 billion yuan, representing a year-on-year growth of 25%. This fully demonstrates the market recognition and inclusive value of the products, and also highlights ABC Life Insurance’s firm determination to serve rural residents.
Empowered by Technology, Creating a New Experience of Smart Services
ABC Life Insurance closely follows the pace of technological development, upgrades its service model through technological innovation, and brings customers a more convenient and efficient service experience. In terms of core technologies, the company has iterated and updated facial recognition and OCR technologies, making over 60 full life cycle service operations of policies, such as microsites and apps, safer and more accurate in recognition, thus safeguarding customers’ digital service experience.
Relying on cutting-edge technologies such as big data, biometric recognition, and cloud platforms, the company continuously improves its client-side intelligent service platform. New functional modules such as the “Discovery” channel, pension calculation, and “AI Insurance Search” assessment have been added. Special zones for benefiting farmers/personal pensions and consumer protection have also been set up. At the same time, the interface interaction design has been optimized to comprehensively enhance the “cloud enjoyment” service experience for customers.
In terms of claims services, the innovatively developed “ABC Smart Chip” has achieved full coverage of online claims customer groups, benefiting 4.86 million customers. As of 2024, the proportion of automatically processed cases reached 74%, an increase of 8 percentage points compared with the same period last year. The average processing time for death cases through automatic handling has been shortened to 0.29 days, which is nearly 47% faster than the traditional process. The “ABC Smart Chip” project won the Gold Award of the 2024 China Insurance Technology Innovation Competition with its outstanding innovative achievements.
Warm Care, Spreading the Warmth of Financial Services
ABC Life Insurance has always been concerned about the needs of special groups and has brought them warmth and care through a series of measures. For elderly customers, the company has launched aging-friendly intelligent services, providing 7×24-hour phone/video doctor services, covering comprehensive health care such as health promotion, disease prevention, medical guidance, and medication consultation. The “Home-based Elderly Care Value-added Service Project” was also launched, equipped with vital sign monitors, private doctors, service teams, etc., to comprehensively enhance the level of home-based care services for the elderly.
To address the claims difficulties faced by elderly rural customers, the company has launched the “Claims Care Service,” providing door-to-door assistance in handling claims procedures and bridging the “last mile” of service. The related claims case “A Special Journey of ‘Care’ Transmission” won the “Outstanding Insurance Claims Case” award in the 2024 Golden Stone Award and Financial Consumer Protection Excellent Case Selection Activity. In addition, the company has improved its complaint channels and properly handled the problems and disputes of elderly customers and special groups through diversified resolution mechanisms, actively practicing the new era “Fengqiao Experience.”
Deepen Education and Strengthen the Defense Line of Financial Security
ABC Life Insurance actively carries out online and digital financial knowledge promotion activities, focusing on key contents such as financial fraud traps, illegal financial intermediary activities, and rational investment concepts, guiding consumers to enhance their risk prevention awareness and stay away from financial harm. The company also carries out the “Shouldering New Missions: Consumer Protection County-level Campaign” in depth, using grassroots service outlets, county-level service points, and mobile service points as publicity platforms, and relying on the activity venues of villagers and towns to expand the coverage of financial education and promote the dissemination of financial education to the grassroots level.
In 2024, ABC Life Insurance achieved remarkable results in consumer rights protection and was awarded honors such as “High-Quality Development Insurance Company of 2024” and “Best Brand Service Award.” The original sand painting video work “Anti-Fraud: All in Action” was awarded as one of the top ten short videos in the insurance industry in Beijing. The case “Protecting Consumers’ Rights and Safeguarding Their Wallets” was selected as one of the top ten outstanding cases in the industry.
Future Vision
In the continuous advancement of the inclusive finance strategy, ABC Life Insurance will always adhere to its original aspiration of serving the people through finance, take innovation as the driving force, constantly expand the breadth of inclusive insurance services, enhance the warmth of services, and explore the depth of innovation, so that high-quality and convenient insurance services can benefit more people, contribute more to the high-quality development of inclusive finance, and write a more splendid new chapter in the development of inclusive finance.
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