315，安盛天平助力消费者维护合法权益
315 Campaign: Act as a protector for our customers
在今年315前后，围绕“金融消保在身边，保障权益防风险”这一年度主题，安盛天平以客户为中心，致力于提升服务品质，优化客户体验，普及宣传各类金融权益知识，增强消费者维权意识、引导消费者科学理性投资、提升消费者依法维权能力、树立行业良好形象。
多层级投诉处理机制
安盛天平建立起多层级、多渠道的投诉处理机制，确保投诉渠道畅通，投诉处理流程规范，切实履行投诉处理主体责任，保障客户的合法权益：
1）设立了24小时热线95550和微信公众号、安盛安美小程序、在线客服、邮箱service_customer@axatp.com等服务渠道，确保客户在任何时间都能联系到专业人员。平台采用先进的服务管理系统，实现客户反馈信息的快速收集、分析和处理，以最大程度地满足客户的需求。
2）在全国各地建立了服务大厅、营业网点等客户需求处理中心，专业人员负责处理各类客户需求，并确保客户的权益得到妥善保障。
多元化解机制
安盛天平坚持预防在前、调解优先、运用法治、就地解决，加强对金融纠纷多元化解工作的宣传普及，提升消费者对调解工作的认知度、参与度和认可度：
1）设立了专门的纠纷调解组织，由专业人员负责处理金融消费争议，通过调解达成双方满意的解决方案。
2）与行业协会、监管机构等建立了合作关系，共同推动金融消费纠纷的解决，保障客户的合法权益。
总分联动全员消保
在3月12日举行的全员大会上，首席理赔和客服官阳勇表示，“坚持以客户为中心，推动全司消保工作进入新阶段”——持续加强消费者权益保护工作力度，扎实推进消费者教育，把实现好、维护好、发展好金融消费者的合法权益作为出发点、落脚点，真正做到为人民权益护航，切实提升消费者金融服务获得感。
北京、上海、重庆、云南等多地分支机构也纷纷响应监管部门与总公司的号召，把“总分联动全员消保”的工作落到实处，将金融宣教带进学校、企业、养老院、商圈、农村等多个场合，提升消保工作水平，切实守好消费者合法权益。
消保不止315，安盛天平将继续努力，坚持以人民为中心的价值取向，以提升消费者金融素养和金融安全意识、增强依法维权意识和能力为目的，宣导金融政策、提示金融风险，倡导理性投资理念，推进行业诚信文化建设，增强人民群众金融服务的便利性、可得性和获得感，确保客户的合法权益得到最大程度的保障和尊重。
Around the annual theme of “Financial Consumer Protection is Nearby, Safeguarding Rights and Preventing Risks” this year during the 315 Consumer Rights Day campaign, AXA Tianping has focused on enhancing service quality, optimizing customer experience, and promoting various types of financial rights and knowledge. The company is committed to strengthening consumers’ awareness of rights protection, guiding them to make scientific and rational investments, improving their ability to safeguard their rights according to the law, and establishing a positive image for the industry. All of this is done with the “customer first “guidance put at the center of our company.
Multi-level Complaint Handling Mechanism
AXA Tianping has established a mechanism to ensure smooth, standardized complaint handling processes, and the effective fulfillment of the main responsibility for complaint handling, thus safeguarding the legitimate rights and interests of customers.
1）24-hour hotline (95550), WeChat official account, AXA Tianping Mini Program, online customer service, and email (service_customer@axatp.com) are the established channels to ensure that customers can access professional conselling at any time, adopting an advanced service management system to quickly collect, analyze, and process customer feedback, in order to meet customer needs to the greatest extent possible.
2）Service halls and business outlets across the country are withing our customers reach, equipped with professionals for handling various customer requests and ensuring that their rights and interests are properly protected.
Diversified Dispute Resolution Mechanism
AXA Tianping adheres to the principles of prevention first, mediation priority, utilization of the rule of law, and local resolution. It strengthens the promotion and popularization of diversified dispute resolution work in finance, aiming to enhance consumers’ awareness, participation, and recognition of mediation work.
1）AXA Tianping has established a dedicated dispute mediation organization staffed by professionals who are responsible for handling financial consumer disputes. The organization aims to reach satisfactory solutions for both parties through mediation.
2）AXA Tianping has established cooperative relationships with industry associations, regulatory agencies, and other relevant parties to jointly promote the resolution of financial consumer disputes and protect the legitimate rights and interests of customers. Through these collaborations, we aim to enhance the efficiency and effectiveness of dispute resolution mechanisms, ensuring that customers receive fair and timely solutions to their financial consumer disputes.
Integrated and Collaborative Efforts
At the general meeting held on March 12th, Yang Yong, the Chief Claims and Customer Service Officer, stated, “We must adhere to a customer-centered approach and push our company’s consumer protection efforts into a new phase” – continuously strengthening efforts to protect consumer rights, solidly advancing consumer education, and taking the realization, maintenance, and development of the legitimate rights and interests of financial consumers as our starting point and end goal. We must truly safeguard the rights and interests of the people, and effectively enhance consumers’ sense of gain from financial services.
This is a positive move by the branches in Beijing, Shanghai, Chongqing, Yunnan, and other regions to actively respond to the call of regulatory authorities and the headquarters. By implementing the “joint effort of headquarters and branches in consumer protection” and bringing financial education and promotion to various occasions such as schools, enterprises, nursing homes, commercial districts, and rural areas, they are working to enhance the level of consumer protection and effectively safeguard the legitimate rights and interests of consumers. A key step towards improving consumer protection work and ensuring that consumers are well-informed and protected in their financial transactions.
Customer protection is more than just a campaign. It takes long-term commitment and dedication, as it underscores the importance of enhancing consumers’ financial literacy, awareness around financial risks, and their ability to safeguard their rights through legal means. By promoting financial policies, alerting the public to financial risks, advocating rational investment philosophies, and fostering a culture of industry integrity, AXA Tianping is actively contributing to making financial services more accessible, convenient, and satisfying for the general populace. This commitment ensures that customers’ legitimate rights and interests are maximally protected and respected. Their ongoing efforts are crucial in building a more inclusive and responsible financial system.