Author: 安盛家园

感恩有您，驻守卫士——成都电服中心抗疫服务纪实

Kudos to our Hero: A glimpse into Chengdu Online Customer Service Center’s fight against COVID

金秋九月，丹桂飘香，这个九月，烟火成都再次遭遇新冠疫情的袭击，在面临小区封控、职场封控、倡导居家办公、全城静默等诸多挑战下，成都电服中心在公司各级领导、各部门的支持与帮助下，第一时间启动疫情防控预案，全力支持全国客服电话95550保障7*24小时服务，坚持以客户为中心的服务理念，保障成都电服中心的正常运营，平稳顺利地通过此次挑战。

在这里，有这样一群战斗在一线的客服卫士，她们驻扎职场半月有余，在职场里经历了四川泸定6.8级地震，也度过了别样的中秋佳节。她们勇于担当，坚守岗位，给居家办公的伙伴提供强有力的业务支撑，树立模范先锋榜样；她们团结友爱，互帮互助，她们是同事，是姐妹，是亲人，更是一群可爱、可敬的客服人。

电服中心三组团队长余红燕，四组团队长梁丹，她们都是孩子的母亲，在驻守职场的期间里，每天早上7点起床，一直忙到晚上10点多，带领职场8名伙伴紧张有序的开展工作。做好监控指标、忙线支援、协调班次、协调职场各类临时突发事务，如自然灾害天气话量激增、居家办公同事系统网络不稳定、紧急咨诉处理等；肩负起后勤保障工作，每天早上为大家煮鸡蛋准备早餐，晚上为了让大家更好休息，组织职场不上班的伙伴们开展文娱活动，如跳绳、跳健身操，图书阅读，此时的大家欢声笑语，仿佛又回到了大学时代的集体生活，每当夜晚来临，偶尔传来一些喃喃细语，那是对家人的思念和诉说。

驻守客服：黄梅、程立兰、易春燕、陈玉、谯红荣、刘梦琴、王玲玲、张彩霞，她们的平均年龄约为28岁，得知疫情形势严峻后，立即响应公司号召，收拾行囊第一时间奔赴职场。大家好像有默契似的，都不约而同地带上了行李箱，装着换洗衣物、洗漱用品，有的伙伴还带了家里特地准备的爱心餐，有大米、水果、凉拌鸡片，甚至还有调料，做好了长期战斗在一线的准备。不出所料，成都市疫情指挥部通知全城静默三天后，第二次通知还有三天，第三次通知却没有了具体解封期限，最后大家默默坚守到全面解封。她们把公司当成了自己的家，在这里除了忙碌的工作，难得的空闲时间承担起了职场清扫、绿植浇灌的任务，当有的伙伴和家人打过电话或视频后湿润眼眶时，彼此相互安慰，排解压力，加油打气！

成都IT：申亚魁，公司资深IT，入司15年。疫情期间IT的工作尤为繁杂和重要，承担着成都整个中心的运营保障。在疫情驻守职场期间，突遇机房空调漏水，每隔4小时需清理一次积水，每天奔波于机房和职场位置，帮助指导居家办公同事远程操作，及时处理各种系统问题，和电服伙伴一道守护着成都电服中心的顺畅运营。

虽然疫情阻隔了空间的距离，却阻挡不了大家温暖的爱心传递。电服中心领导、运营后勤支持、客服同事每天在疫情工作微信群里关注着大家在职场的生活、工作情况，居家办公员工的疫情防护、工作生活物资保障等，为疫情防控一线的伙伴们送去温暖，一日三餐、方便食品、消毒防疫物资、生活用品等，尽可能为大家营造舒心、舒适温暖有爱的工作环境。

9月19日，成都终于迎来云开“疫”散，你们可以回家啦。有一种感动叫“我选择”，有一种温暖叫“我愿意”，微光点点，汇聚星河，感谢你们！你们舍小家为大家的精神令人敬佩，你们的坚守和付出致以崇高的感谢和敬意！正是大家凝心聚力、携手并肩，才能攻坚克难；感谢你们，是你们用共筑的宝贵爱心，坚定不移地守护着成都电服中心的稳定运营！

In September, Chengdu was unfortunately taken a toll by the pandemic. Despite challenges such as community and workplace pandemic control measures, work-from-home arrangement, and city-wide lockdown, our management and various departments at Chengdu Online Customer Service Center timely activated the pandemic protocol. Stay true to our customer-centric approach, they provided full support for the national customer service number 95550 to ensure round-the-clock services, and maintained the normal operation of the center. We could not have weathered the storm so smoothly without their hard work.

Notably, there is a group of front-line customer service staff who have been stationed in the workplace for more than half a month. During their stay, they experienced the 6.8-magnitude Sichuan Luding earthquake and spent a special Mid-Autumn Festival in the workplace. They took the responsibility, carried out their work and provided strong business support to partners working from home, setting an outstanding example for all of us. We are not only colleagues, but only also part of our big family.

Yu Hongyan  and Liang Dan, team leaders of group three and four of the center, are both mothers. During the period when they were stationed in the workplace, they got up at 7:00 every morning and worked until 10:00 in the evening, leading 8 colleagues to carry out the work despite the challenges. They were monitoring indicators, supporting busy lines, coordinating shifts and all kinds of temporary emergency situations in the workplace, such as the surge in calls related natural disasters, unstable system networks for work-from-home colleagues, emergency consultation and complaint handling, etc. In the morning, they prepared breakfast for everyone; in the evening, they organized recreational activities, such as rope skipping, aerobics, and book reading, to boost morale and make sure everyone is having a good time even though they are away from their families.

The stationed customer service staff include: Huang Mei, Cheng Lilan, Yi Chunyan, Chen Yu, Qiao Hongrong, Liu Mengqin, Wang Lingling, Zhang Caixia. These young people with an average age of about 28 years old responded to the company’s call for help and stepped up to support. Knowing what’s going to happen, they brough all the supplies they need, committing to days of isolation. As expected, the Chengdu Epidemic Headquarters enforced three days of city-wide lockdown and more. In the end, all of them held it together until the lockdown was fully lifted. When they were not working, they also took time to clean the workplace and watered the plants, as well as meeting partners and families via video calls.

Shen Yakui, our senior IT technician in Chengdu who has been in the company for 15 years, had a particularly important job. During the epidemic, his works were particularly complicated and vital as he is responsible for making sure things operate smoothly. He even needed to regularly drain the water when the server room was flooded, while helping work-from-home colleagues on their questions.

Although the epidemic has separated us, it does not stop us from caring and loving each other. The management team, the back office, and customer service staff closely watched everyone’s situation, and delivered supplied and showed support for the partners on the front line of fight the pandemic, making sure they are not alone.

On 19 September, Chengdu lifted the lockdown and all of their contributions and sacrifices have paid off. I would like to express my sincere gratitude and respect for everyone’s persistence and dedication! It is only with everyone’s concerted efforts that we can overcome these difficulties. Thank you for your warm regards and unswerving support of the stable operation of the Chengdu Online Customer Service Center.

捷报频传，安盛天平斩获多个奖项

AXA Tianping wins multiple awards

金秋时节，公司在产品创新、数字化赋能、渠道合作及可持续发展等领域赢得业界认可，荣获一系列奖项。

9月22日，2022中国数智保险生态大会在上海举行，在2022中国保险创新者大奖中(Insurance Innovator Award) ，安盛天平收获“优秀保险产品与服务创新奖”和“最佳保险业数智化综合解决方案创新奖”两项荣誉。该评奖创立于2017年，旨在表彰保险领域的创新成就，推动中国保险业科技创新和全球化连接。奖项由来自行业协会、产业联盟、媒体及咨询公司等机构的各方专业人士组成的评审委员会讨论评选出各奖项入围名单，经评议和投票，最终产生年度获奖名单。

安盛天平首席运营官余健光分享“数字化科技引领业务”

安盛天平健康险事业部负责人王春丽领取“优秀保险产品与服务创新奖”

“最佳保险业数智化综合解决方案创新奖”

8月30日，由数央网、数央公益联合国内众多大众及财经媒体共同主办的2022国际绿色零碳节暨ESG领袖峰会在北京举行，在“零碳力量”2022致敬盛典环节中，安盛天平荣获“2022绿色可持续发展贡献奖”，公司在积极应对气候变化，开展员工志愿者活动，助力双碳战略目标达成等方面的努力，以及在可持续发展领域的不断探索和创新受到肯定，更坚定了我们继续秉持“守护生命之本，践行人类进步”的品牌承诺，不断践行集团ESG理念，保障人民、企业和社会利益的决心。

安盛天平荣获绿色可持续发展贡献奖

8月18日，在“CIIP2022中国保险科技创新合作峰会”上，安盛天平凭借自身技术创新和业务赋能方面的努力，荣获“最具创新力保险品牌奖”。同时，首席运营官余健光及数字化营销总监黄蓓莹分别分享了他们对“全域用户运营平台，赋能企业数字化变革”，及“数字化科技引领业务”方面的专业见解与精辟分析，引发了与会嘉宾的启悟与思考，体现了安盛对保险科技的深刻洞见。

安盛天平荣获“最具创新力保险品牌奖”

刚刚过去的8月，凭借良好的品牌形象建设以及专业化的产品及服务实力，公司荣获由华康保代颁发的“卓越合作单位”奖项。本次12家获奖机构中，财险公司仅占两席，安盛天平就是其中之一。在华康的所有合作保司中，我们的保费同比增长率位居第一，并有望实现2022年度保费同比去年翻三番的佳绩。同时，我们在渠道赋能方面，采取线上线下相结合的体系化培训模式，积极推进了双方机构业务的快速增长，实现了“点面结合”的良好效果，得到华康体系内的高度认可。

卓越合作单位奖

Recently, AXA has won a series of awards in the areas of product innovation, digital transformation, channel collaboration and sustainability.

The China Insurance Digital Intelligence Ecology Conference & EXPO 2022 was held in Shanghai on 22September. We are pleased to have won the “Excellent Insurance Product and Service Innovation Award” and ” Best Integrated Digital Intelligence Solutions for the Insurance Industry Award ” in the 2022 China Insurance Innovator Award. Founded in 2017, the award aims to commend innovative achievements in the insurance field and promote technological innovation and global connection in China’s insurance industry. The awards are selected by a jury committee composed of professionals from industry associations, industry alliances, media and consulting companies, among others.

On 30 August, the 2022 International Green Zero Carbon Festival (GZCF 2022) and ESG Leadership Summit was held in Beijing, co-organised by SY Observe, Gongyi Daily and many mainstream and finance media outlets in China. AXA Tianping was awarded the “2022 Green Sustainability Contribution Award” at the “Power of Zero Carbon” award ceremony. Our efforts in actively addressing climate change, organizing employee volunteer activities and contributing to the dual carbon goal, as well as our continuous exploration and innovation in the field of sustainable development were recognized, reinforcing our determination to continue to uphold the brand promise of “act for human progress by protecting what matters” and to continuously implement the Group’s ESG philosophy to protect the interests of people, enterprises and the society.

On 18August, AXA Tianping was awarded the “Most Innovative Insurance Brand Award” at the 2022 China Insurance Innovation Partnering Summit for its efforts in technology innovation and business empowerment. Meanwhile, , Chief Operations Officer Yu Jianguang and Digital Retail Manager Huang Beiying shared their thoughts and insights on how to build and utilize omnichannel user operation platform, empower corporate with digital transformation, and drive business with digital technology. Their sharing provided fruit for thought for participants, and also highlighted AXA’s wealth of knowledge in insurtech.

Also in August 2022, Huakang awarded AXA Tiangping with the Outstanding Partner Award for its excellent brand image building and professional product and services. Among the 12 awardees, there were only two awards for P&C insurers and AXA Tiangping won one of them. We have the highest year-over-year premium growth among all of Huakang’s partners and we are expected to triple our premiums in 2022 compared to last year. In terms of channel empowerment, we have also adopted a systematic training scheme combining online and offline modes, boosting our growth across the board and for individuals, which has been well received by the Huakang team.

CEO 寄语

亲爱的安盛天平同事，

9月份，成都遭遇疫情封控，为了确保客服电话95550的稳定，中心同事驻扎职场半月有余，期间经历了泸定6.8级地震，也度过了特别的中秋佳节。她们充分体现了“客户优先、正直领导、勇敢决策、团结一致”的核心价值观，请与我一道向这群可爱、可敬的客服同事致以敬意和感谢！以客户为中心，同样体现在安盛天平的产品与服务创新。以新近推出的互联网门诊险产品为例，进一步完善了我们对客户全方位的保障，为客户的健康生活带来多快好省、便捷贴心的安盛守护；我们数字化的步履也不曾停歇，一站式数字化平台Emma在中国发布3.0版本，开启了全新旅程。从不安于现状，敢于不同凡响，我们让科技赋能客户体验，陪伴中国家庭更加从容自信地探索世界和人生。

心系客户，从“赔付者”到“陪伴者”是安盛一直秉承的理念。因此，保护消费者权益始终被放在各项工作的首要位置。今年九月，行业监管机构组织开展“金融知识普及月”活动，公司上下积极配合相应，向公众宣导“金融知识进万家，争做理性投资者，争做金融好网民”的信息。实际行动比任何宣言都更加真实有力量，我要求并希望各部门及分支机构的同事，在消保工作上继续努力，认真执行，切实保护消费者权益，不负客户和伙伴的信任，助力构建和谐金融生态环境。

在这个收获的季节，我们在可持续发展、品牌创新与渠道合作等多个方面赢得了多个奖项，这些都归功于团队的协作努力，希望大家再接再厉。我也在借此机会恭喜上海分公司理赔客服部同事张丹枫，他荣获了由上海银保监局、上海市公安局颁发的“2021年反保险欺诈工作先进个人称号”。公司的可持续健康发展与反欺诈风险管理工作息息相关，我鼓励所有安盛天平员工加强合规意识，积极落实保险反欺诈工作，在保护消费者合法权益的同时，助力公司业务的高质量发展。

创新与协作的成果同样展现在产品销售端，刚刚落下帷幕的“100个安盛自信孩子”社交媒体传播活动实现了完美收官，在产品、渠道管理及市场营销团队的密切协作下，活动实现了线上线下同频共振 ，带动了分支机构销售和经纪代理的积极参与，促进了儿童保险产品卓越馨选医疗保险的销售。

流水不争先，争滔滔不绝。在3.0战略转型的进程中，感谢每一个认真工作和生活的你，预祝国庆假期愉快，期待变革之路上，携手前行。

CEO Message

Dear AXA colleagues,

In September, Chengdu was under lockdown due to the pandemic. In order to matain services of the customer service number 95550, our colleagues from the center stationed in the workplace for more than two weeks. During that period, they experienced the 6.8-magnitude Luding earthquake and also experienced a special Mid-Autumn Festival. They fully embody the core values of “Customer First, Integrity Leadership, Courageous Decision Making, and Unity”, please join me in paying tribute and gratitude to this lovely and respectable group of customer service colleagues! Our customer-first approach is also reflected in AXA Tianping’s product and service innovation. For example, adding to our comprehensive suite of protection offerings for customers, we successfully launched the new Internet insurance which is an accessible, affordable, convenient and caring solution with the aim to protect our customers’ healthy life. We also achieved another milestone in our digitalization journey, with the release of Emma 3.0, ushering in a new era for the one-stop digital platform. We will continue to challenge the status quo and commit to excellence as we leverage technology to empower customer experience and accompany Chinese families to explore the world and enjoy their life with peace of mind and confidence.

From “payer” to “partner” and customer-centric approach is the philosophy that AXA has been adhering to. Therefore, consumer rights protection has always been at the top of our agenda. In September, in response to the regulator’s call to action we organized activities around the “Financial Knowledge Popularization Month”, and all teams contribute in improving the public’s financial literacy and educating them to be a rational investor, and a good financial netizen”.

I hope that everyone will continue to put efforts in consumer protection and help build a harmonious financial ecological environment.

In the past month, we are also honored to be recognized for our sustainable development efforts, brand innovation and business capabilities, and won several awards. This is all thanks to everyone’s efforts and I hope we can carry on the strong momentum. I would also like to take this opportunity to congratulate our colleague Zhang Danfeng at Claims and Customer Service Department of Shanghai Branch, for being recognized as the “ Anti-Insurance Fraud Champion 2021” by the Shanghai Office of the CBIRC and the Shanghai Municipal Public Security Bureau this August. The company’s sustainable and healthy development is closely related to our anti-fraud risk management work. I encourage every one of us to strengthen our awareness of compliance, actively carry out insurance anti-fraud work, and support the high-quality development of the business while protecting the rights and interests of consumers.

Innovation and collaboration are also reflected in the sales side, the integrated social campaign, 100 AXA Confident Kids, reinforcing sales and marketing team working together to generate great business result. The integrated campaign ensures active participation of branch sales and broker agents, which contributes to the success of the campaign through the online & offline advertising and IPOP kids product drive.

Once again I want to thank every one of you for your hard work as we usher in the 3.0 era. I wish you a happy National Day holiday and look forward to working closely with you on the transformation journey.

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CEO 寄语

亲爱的安盛天平同事，

9月份，成都遭遇疫情封控，为了确保客服电话95550的稳定，中心同事驻扎职场半月有余，期间经历了泸定6.8级地震，也度过了特别的中秋佳节。她们充分体现了“客户优先、正直领导、勇敢决策、团结一致”的核心价值观，请与我一道向这群可爱、可敬的客服同事致以敬意和感谢！以客户为中心，同样体现在安盛天平的产品与服务创新。以新近推出的互联网门诊险产品为例，进一步完善了我们对客户全方位的保障，为客户的健康生活带来多快好省、便捷贴心的安盛守护；我们数字化的步履也不曾停歇，一站式数字化平台Emma在中国发布3.0版本，开启了全新旅程。从不安于现状，敢于不同凡响，我们让科技赋能客户体验，陪伴中国家庭更加从容自信地探索世界和人生。

心系客户，从“赔付者”到“陪伴者”是安盛一直秉承的理念。因此，保护消费者权益始终被放在各项工作的首要位置。今年九月，行业监管机构组织开展“金融知识普及月”活动，公司上下积极配合相应，向公众宣导“金融知识进万家，争做理性投资者，争做金融好网民”的信息。实际行动比任何宣言都更加真实有力量，我要求并希望各部门及分支机构的同事，在消保工作上继续努力，认真执行，切实保护消费者权益，不负客户和伙伴的信任，助力构建和谐金融生态环境。

在这个收获的季节，我们在可持续发展、品牌创新与渠道合作等多个方面赢得了多个奖项，这些都归功于团队的协作努力，希望大家再接再厉。我也在借此机会恭喜上海分公司理赔客服部同事张丹枫，他荣获了由上海银保监局、上海市公安局颁发的“2021年反保险欺诈工作先进个人称号”。公司的可持续健康发展与反欺诈风险管理工作息息相关，我鼓励所有安盛天平员工加强合规意识，积极落实保险反欺诈工作，在保护消费者合法权益的同时，助力公司业务的高质量发展。

创新与协作的成果同样展现在产品销售端，刚刚落下帷幕的“100个安盛自信孩子”社交媒体传播活动实现了完美收官，在产品、渠道管理及市场营销团队的密切协作下，活动实现了线上线下同频共振 ，带动了分支机构销售和经纪代理的积极参与，促进了儿童保险产品卓越馨选医疗保险的销售。

流水不争先，争滔滔不绝。在3.0战略转型的进程中，感谢每一个认真工作和生活的你，预祝国庆假期愉快，期待变革之路上，携手前行。

CEO Message

Dear AXA colleagues,

In September, Chengdu was under lockdown due to the pandemic. In order to matain services of the customer service number 95550, our colleagues from the center stationed in the workplace for more than two weeks. During that period, they experienced the 6.8-magnitude Luding earthquake and also experienced a special Mid-Autumn Festival. They fully embody the core values of “Customer First, Integrity Leadership, Courageous Decision Making, and Unity”, please join me in paying tribute and gratitude to this lovely and respectable group of customer service colleagues! Our customer-first approach is also reflected in AXA Tianping’s product and service innovation. For example, adding to our comprehensive suite of protection offerings for customers, we successfully launched the new Internet insurance which is an accessible, affordable, convenient and caring solution with the aim to protect our customers’ healthy life. We also achieved another milestone in our digitalization journey, with the release of Emma 3.0, ushering in a new era for the one-stop digital platform. We will continue to challenge the status quo and commit to excellence as we leverage technology to empower customer experience and accompany Chinese families to explore the world and enjoy their life with peace of mind and confidence.

From “payer” to “partner” and customer-centric approach is the philosophy that AXA has been adhering to. Therefore, consumer rights protection has always been at the top of our agenda. In September, in response to the regulator’s call to action we organized activities around the “Financial Knowledge Popularization Month”, and all teams contribute in improving the public’s financial literacy and educating them to be a rational investor, and a good financial netizen”.

I hope that everyone will continue to put efforts in consumer protection and help build a harmonious financial ecological environment.

In the past month, we are also honored to be recognized for our sustainable development efforts, brand innovation and business capabilities, and won several awards. This is all thanks to everyone’s efforts and I hope we can carry on the strong momentum. I would also like to take this opportunity to congratulate our colleague Zhang Danfeng at Claims and Customer Service Department of Shanghai Branch, for being recognized as the “ Anti-Insurance Fraud Champion 2021” by the Shanghai Office of the CBIRC and the Shanghai Municipal Public Security Bureau this August. The company’s sustainable and healthy development is closely related to our anti-fraud risk management work. I encourage every one of us to strengthen our awareness of compliance, actively carry out insurance anti-fraud work, and support the high-quality development of the business while protecting the rights and interests of consumers.

Innovation and collaboration are also reflected in the sales side, the integrated social campaign, 100 AXA Confident Kids, reinforcing sales and marketing team working together to generate great business result. The integrated campaign ensures active participation of branch sales and broker agents, which contributes to the success of the campaign through the online & offline advertising and IPOP kids product drive.

Once again I want to thank every one of you for your hard work as we usher in the 3.0 era. I wish you a happy National Day holiday and look forward to working closely with you on the transformation journey.

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安盛发布系列短片，助力改善心理健康

AXA releases videos to help people improve mental health

安盛一直以来都非常关注心理健康议题，相信心理健康与身体健康同样要重要。作为健康旅程的陪伴者，我们希望通过全球调研、与学术机构合作、输出专业观点，提高公众对心理健康的认知，推动心理疾病去污名化。新冠疫情余波犹在，工作的忙碌和生活的压力带来很多的心理困扰，安盛知行合一，为大家提供简便易行的工具和支持，以期实现心灵的幸福快乐。

在上半年推出的《2022安盛心理健康状况调研报告》中，我们梳理出幸福进阶的十大技能，现在这些技能已经被制作为更符合当下浏览习惯的短视频，本期与大家分享其中的五个，希望对你有所帮助，也欢迎与家人和朋友分享。

欢迎大家点击观看下列短片：

AXA has always been very vocal and active about advocating mental health and believes that mental health is as important as physical health. As a partner on people’s health journey, we hope that through our global expertise and collaboration with academic institutions, we can share professional insight, raise awareness of mental health, promote the de-stigmatization of mental illness, and provide you with the right tools and support to help you live a happy and fulfilling life. The impact of the pandemic is still lingering, and the everyday work and pressure have taken a toll on our mental health. AXA strives to follow through it commitment and provide everyone with simple and easy tools and support, in order to achieve the flourishing state.

Inside the “2022 AXA Study of Mind Health and Wellbeing ” we launched in the first half of the year, we have outlines ten skills for improving mental health. There are turned into ten engaging short videos and I am glad to share with you five of them in this monthly issue. I hope you find them helpful and please feel free to share them with your family and friends.

媒体采访 | 从“赔付者”变成“陪伴者”：3.0转型进行中

Media Coverage | From “payer” to partner”: Ushering in the 3.0 era of transformation

近日，我接受了《中国银行保险报》的访问，重申了我们以“多元产品、品质把控、持续发展”为特征的3.0转型时代。我回顾了我加入安盛天平以来的感想，谈到了我们在过去一年积极转型的成就，以及对于今年的期许。就像文中所说，我希望安盛天平能继续成为大家喜欢的一个平台，在公司本身迅速发展的同时，支持大家一同成长。

欢迎点击阅读全文：

Recently, I spoke with the China Banking and Insurance News and reiterated our AXA 3.0 era of transformation era anchored in “diversified products, quality control, and sustainable development”, while looking back what I have seen and experienced since joining the AXA family. I also had the opportunity to showcase our transformative achievements in the past year and outline our ambition for this year. As mentioned in the article, I hope that AXA Tianping can continue to be a great platform for all of our employees, and support everyone’s development alongside with company’s rapid growth.

Click the link below to find out more:

安盛以客户为中心 致力保障消费者权益

AXA continues to act in the interest of customers and commit to consumer rights protection

以客户为中心，从客户的角度出发，想客户之所想，急客户之所需，是安盛一直秉承的理念。加强消费者权益保护工作是维持金融秩序、防范和化解风险的重要组成部分，也是我们自身可持续发展的内在需求。

在2022年，我们的消费者权益保护工作由理赔客服中心牵头，在制度建设、机制运行、服务提升、宣传教育、监督考核等各个方面积极开展工作。公司的消保建设工作正常有序进行，并且聚焦制度建设、内部培训、日常监测等方面，重点加强机构重视程度、总公司监督检查以及完善消保考核机制。

今年九月，我们积极响应监管号召，启动“金融知识普及月 金融知识进万家 争做理性投资者 争做金融好网民”活动。聚焦金融消费者和投资者，宣传基础金融知识和金融风险防范技能，针对养老领域金融诈骗、电信网络诈骗、非法代理维权等侵害金融消费者合法权益和危害金融稳定安全的行为，深入开展风险提示，防范非法金融活动。坚持以“保险消费者为中心”的服务理念，我将与大家一起持续做好保险金融知识普及工作，以此为契机推动金融教育工作高质量发展，推动金融健康的社会共建，让人民群众更好地共享金融改革发展成果，满足美好生活的需要。

消保工作绝不仅限于每年的“3.15”消保教育宣传周活动或金融知识普及月，而是需要全面贯彻在日常工作的方方面面。我希望借此机会勉励各个机构在消保工作上继续努力，确保消保的战略目标和政策有效执行，做好保险业消费者权益保护和金融教育宣传工作，助力构建和谐金融生态环境。

AXA has always been adhering to the customer-centric appaorch. We act in the interests of our customers amd think about what they want and need. Strengthening the protection of consumer rights and interests is an important part of maintaining financial order, preventing and resolving risks, and is also an inherent element for our own sustainable development.

In 2022, our consumer rights protection work is led by the Claims Customer Service Center, which has actively carried out work in various aspects such as system build-up, mechanism operation, service improvement, promotion and education, and supervision and assessment. The consumer protection work of most of our institutions is proceeding as planned, and will focus on system build-up, internal training, daily monitoring, etc., focusing on strengthening the organization’s awareness, = head office supervision and inspection , and improving the consumer protection assessment mechanism.

Recently, in response to the regulator’s call to action, we also launched the “Financial Knowledge Popularization Month, Financial Knowledge into Ten Thousands of Homes, Strive to Be a Rational Investor and a Good Financial Netizen”. For this event we focus on educating the consumers and investors, promoting basic financial knowledge and financial risk prevention skills. We will put out tips to prevent illegal financial activities, such as financial fraud targeting senior citizens, telecommunication network fraud, illegal agent rights protection and other issues that are against consumers rights and interests and endanger financial stability and security. Adhering to our “insurance customer-centric” apparoch, we continue to support the financial education of the general public and promote the co-construction of a healthy financial society. We believe this will allow the people to better share the achievements of financial reform and development and ultimating leading to a better life.

Consumer protection work is by no means limited to the annual “3.15” consumer protection education and promotion week activities, but needs to be fully implemented in all aspects of daily work. I hope to take this opportunity to encourage all branches to continue their efforts in consumer protection, ensure that the strategic goals and policies of consumer protection are effectively implemented. We have to make sure we are protecting the rights and interests of consumers in the insurance industry, promoting these and educating customers, so as to help build a harmonious financial ecological environment.

互联网门诊险隆重上市

Internet Insurance officially launched

秋风送爽，硕果纷呈。近日，我们正式推出了互联网门诊险产品，使大家足不出户即可享受专业医生在线问诊，同时可有效降低6-100周岁年龄段及慢病人群生活中各种常见药品的购药开支，为广大客户带来看病购药的好选择！

该款产品以【多】、【快】、【好】、【省】为亮点，疾病覆盖广，药品种类多，问诊速度快，好药送到家，投保门槛低，理赔直付好，省时省力又省钱。

该款互联网门诊险分为普药版和慢病版两个版本。在保障安盛客户健康生活的同时，我们也希望为各位同事们带来多快好省、便捷贴心的安盛守护。欢迎大家通过下方海报和视频链接了解详细信息，你还可通过安盛天平官微享受线上问诊及在线药房等服务。

点此观看普药版产品视频。

Recently, we have officially launched Internet Insurance. It enables everyone to consult with professional doctors online without leaving their homes. For the age group from 6 to 100 years old and chronic patients, it effectively reduces their daily expenses of purchasing common medicines, introducing better options for customers to see a doctor and purchase medicines.  

The keys of this product are “more”, “fast”, “good”, and “saving”. It has wide coverage of diseases, a wide variety of medicines, fast consultation, quality drugs delivered to your home, low insurance threshold, great claims for direct payment, which saves your time and money.

The Internet Insurance has two versions — the general medicine version and the chronic disease version. While encouraging AXA customers to maintain a healthy lifestyle, we also hope AXA can provide a faster, more convenient, and intimate service to our colleagues like a guardian. Learn more about this product through the links and posters below. You can also enjoy online consultation and online pharmacy services through AXA official Weibo account.

Click here to watch the video on the internet insurance general medicine version.

Emma by AXA在安盛天平开启全新旅程

Emma by AXA Starts Its New Journey at AXATP

9月2日，安盛旗下一站式保险及健康生活数字化平台Emma在中国发布3.0版本，开启全新旅程。安盛天平营销传播、数字转型、健康服务项目及汽车增值服务团队与管理层在上海总部举行了Emma新旅程的启动仪式，一起庆祝这一里程碑时刻。

在环节紧凑、内容充实的仪式中，我与管理团队及项目成员共同回顾了Emma自2019年首次进入中国以来的成长历程。三年间，Emma从微信小程序健康管理系统起步，逐渐发展到为客户提供一站式数字服务的综合平台。Emma 3.0时代，强化后的IT基础设施、数字化基础以及增值服务等将持续赋能平台，构建服务生态圈，为客户带来更流畅的体验。

On 2 September, Emma by AXA, AXA’s digital insurance and health platform, started her new 3.0 journey in China. Senior management and project teams across marketing & communications, digital transformation, health services and autovalue-added services all celebrated the milestone and held an inauguration for Emma’s new journey at AXA Tianping’s Shanghai headquarter office.

During the fruitful session, I joined the management and the project members and looked backed at Emma’s growth since her entry into China in 2019. In three years’ time, Emma has transformed from a health management WeChat Mini Program into a one-stop digital service platform for our customers. The Emma 3.0 Era is supported by enhanced IT infrastructure, digitalization as a foundation, and add-value services, bringing a smooth experience to customers through a developed service ecosystem.

2021年反保险欺诈先进个人——上海分公司张丹枫

Zhang Danfeng from Shanghai Branch recognized as Anti-Insurance Fraud Champion 2021

8月11日，来自上海分公司理赔客服部的张丹枫荣获由上海银保监局、上海市公安局联合颁发的“2021年反保险欺诈工作先进个人称号”。此份荣誉既是对张丹枫个人以及上海分公司反欺诈工作的认可，也是对我们合规管理、稳健经营的肯定。

近年来，上海分公司从多方面加强反欺诈工作力度，张丹枫利用自身专业知识，向公安经侦总队移送三十余次线索，把反欺诈要求落到案件处理全过程；并积极参与公司内部反欺诈能力建设，不断深化和完善公司的反欺诈系统，与业务端实时分享反欺诈信息，对高风险业务进行及时定位，完成了公司年度减损指标。

在做好本职工作的同时，张丹枫也不吝于分享风险防控和反欺诈方面的经验心得。2021年10月，在同业公会与浦东调解委员共同举办的保险行业知识培训中，他为车险、雇主责任险、健康险、航延险等多个险种的反欺诈工作建言献策，并积极参与车险、意健险研判平台调研，为众多一线调解工作者普及保险知识及反欺诈经验。

面对荣誉张丹枫谦虚地表示：“感谢公司的培养和造就，感谢领导和同事们的关怀与帮助，感谢团队尽心尽力的协助、配合，这份荣誉属于上分及总部的理赔管理部！荣誉只代表过去，我将把这份肯定化作行动，再接再厉继续努力，争取获得更好的成绩。”

On 11 August，Zhang Danfeng, our colleague at the Claims and Customer Service Department of Shanghai Branch, was awarded “ Anti-Insurance Fraud Champion 2021” by the Shanghai Office of the CBIRC and the Shanghai Municipal Public Security Bureau. This honor not only acknowledges Zhang and the Shanghai branch’s anti-fraud efforts, but it is also a recognition of our sound compliance control and operation.

The Shanghai branch has strengthened its anti-fraud efforts in various aspects in recent years. Utilizing his experience and expertise, Zhang has provided over 30 leads to the economic crime investigation team.His efforts further highlight the necessity of anti-fraud throughout the life cycle of a case. Helping to build up and improve the company’s internal anti-fraud function, Zhang also shares anti-fraud information with the business units and identifies high-risk businesses in a timely manner, helping the company to reach its annual goal.

Beyond his work, Zhang is very willing to share his experience and insights on risk management and anti-fraud work. In an insurance industry knowledge training co-organized by the industry associations and Pudong Mediation Committee members in October 2021, he shared his experiences on anti-fraud work of different types of insurance including auto, employers’ liability, health, and flight delay insurance. He also actively took part in surveys and studies of research platforms for auto and accident insurance, sharing insurance and anti-fraud knowledge for many front-line mediators.

Receiving the honor with great humility, Zhang said, “I want to thank the company for all the guidance, the care and help from the management and colleagues, and for the team’s dedicated assistance and cooperation. This honor goes to the Claims Management Department of the Shanghai branch and headquarters! Bearing this great recognition, I aim to continue my efforts and strives for even greater results.”