On March 15, 2024, PICC officially released the consumer rights protection culture.
The cultural slogan of PICC Consumer Rights Protection, "Keeping Trust and Keeping Promises, PICC Walks Together", condenses the spiritual connotation of generations of "PCC people" in fulfilling the mission of "People's Insurance Serves the People", and is the core of PICC's "integrity, innovation, professionalism and responsibility" The embodiment of values in the field of consumer rights protection.
The People's Insurance Company of China has nurtured and grown under the leadership of the Party, forming a distinct red gene.
Over the past 75 years, PICC has always moved forward together with the people, actively practiced the political and people-oriented nature of financial work, been honest, trustworthy, upright and innovative, adhered to its solemn commitment to every consumer, and committed to providing safe and secure financial services to the general public. Reliable and comprehensive insurance protection to create a better future.
PICC has always stood firm on the people's side, implemented eight strategic services in depth, given full play to its functions as an economic shock absorber and social stabilizer, and vigorously promoted the protection of consumer rights and interests as a key link in promoting the group's high-quality development.
——Strive to improve the consumer protection system and mechanism.
PICC has incorporated consumer protection into all aspects of corporate governance, strengthened the allocation of consumer protection personnel in grass-roots institutions, firmly established a consumer protection system, carried out prior fire protection prevention reviews at the source of products and services, and stepped up sales behavior management, traceability management, and cooperative agency management. , product and service information disclosure, personal information protection, key links in the process of management and control, and the implementation of post-supervision measures for consumer protection assessment and audit evaluation, and the level of supervision and consumer protection evaluation is at the forefront of the industry.
——Strive to enhance the ability to resolve conflicts and disputes.
PICC actively implements the "Maple Bridge Experience" in the new era, actively unblocks the channels for complaints via telephone, Internet, letters and visits, and continues to deepen special governance and traceability rectification in key areas such as auto insurance claims, sales misleading, and personal insurance surrender, and has achieved good results in complaint governance. Effectiveness.
——Strive to innovate consumer protection education methods.
PICC innovates publicity forms to widely popularize financial knowledge. During the 2023 "3·15" Education Publicity Week and Financial Publicity Month, with "one old, one young and one new" as the midpoint, more than 27,000 online and offline activities were carried out times, reaching a total of more than 800 million consumers, helping to improve consumers’ financial literacy.
——Strive to strengthen service quality and efficiency.
PICC strives to build a service brand that attracts customers and provides high-quality services.
In 2023, PICC's risk protection amount will be 3,546 trillion yuan, a year-on-year increase of 85.7%. It will properly respond to multiple typhoon disasters such as "Dusuri", heavy rains in the Beijing-Tianjin-Hebei region, rain, snow and freezing weather and other disasters, and provide the people with timely and Convenient and heart-warming claims service.
Relying on the "police-insurance linkage", PICC Property and Casualty promotes the one-stop processing of "online reporting, online liability determination, and online claims settlement" for minor traffic accidents to provide customers with convenient services.
PICC Life Insurance Qinghai Branch organized a "lecture group on horseback" to carry out financial consumer protection publicity activities in ethnic minority areas using "Tibetan-Chinese bilingualism", which was highly recognized and praised by local herders.
PICC Health Shenzhen Branch has adopted the "Big Consumer Insurance" online operation service model and online one-on-one butler service, and has solved more than 100,000 difficult customer dispute cases, maintaining "0" supervisory complaints from butler service customers. record of.
No matter where the PICC people are, the needs of the country and the expectations of the people are always the direction in which the PICC people move forward.
PICC will speed up the construction of a "large consumer protection" work pattern, shoulder the mission, keep its promises, convey the power of PICC, and always accompany you.