Announcement: Service Quality Improvement Initiative

Announcement: Service Quality Improvement Initiative

To enhance the customer experience, we have launched a Service Quality Improvement Initiative. This initiative aims to boost inquiry response times, claims processing efficiency, and after-sales satisfaction through process reengineering and technology enablement, ensuring a more transparent and standardized care journey.

This upgrade includes three key initiatives: introducing an intelligent customer service system for 24/7 instant support; simplifying claims documentation requirements to reduce approval times; and establishing a routine quality monitoring mechanism to regularly collect user feedback and continuously improve service details.

• Smart Customer Service is now fully launched, supporting multi-channel integration.
• Significantly optimized claim settlement timeline for small-amount cases
• Dedicated service advisor for one-on-one guidance

Specific implementation standards and scope of application for the above measures are governed by the latest official service manual and insurance contract terms. We will continue to monitor market dynamics and customer feedback, steadily advance toward meeting all service targets, and remain committed to building a more efficient and customer-centric insurance service system.