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.
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.
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.
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.
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.”
In the AXA Star contest, altogether 22 AXA colleagues from headquarter and branches are entitled to awards of AXA Stars in Transformation, Customer First, Integrity, Courage, and One AXA. This special column was set up for them so we can all know their stories in living the AXA values and making their contribution to the company’s growth.
This month we will introduce stories of our Courage Star – Chen Zhaolin, OB2 team leader of the e-sales department of the Wuhan Direct Sales Center. And our Transformation Star – Zhou Jie, manager of the Wuhan Direct Sales Center and the frontline sales management department.
Chen Zhaolin joined AXA for six years and leads the OB2 group of the e-sales department for district 1 of the Wuhan Direct Sales Center. With a dare-to-challenge spirit, Zhaolin actively expanded the non-auto scale of the OB project and increased non-auto insurance premiums and performance, setting an example for his peers amid the company’s strategic transformation . Under Zhaolin’s leadership, the team has grown from 7 people at the beginning of this year to 20 people now. In September, the auto insurance premium also successfully exceeded one million, and the non-auto conversion rate also increased to 90%. They were recognized and endorsed by our sales partners.
Q: How do you feel winning the AXA Star Award?
Chen: I am very lucky to have received the AXA Star Award in 2021. First of all, I would like to thank the company and leaders for their affirmation and recognition of my work. Secondly, being able to receive this honor after joining the company for more than 6 years has given me a clear direction for my career and life development. It encourages me to keep up with the company’s development and push new boundaries, challenge myself and even receive more AXA Star Awards in the future.
Q: What helps you stay healthy?
Chen: I like playing basketball in my spare time. Not only can I sweat it out in an exciting basketball game, but I can also put all the troubles and unhappiness behind me.
Q: Any books or TV series you would like to share?
Chen: I would like to recommend the movie “War Horse” with you. Joey the War Horse epitomize persistence. We can all learn from it as it rescues its companions, communicates with its human partners with emotions, moves forward bravely, and has tenacious vitality. It teaches us that as long as we keep improving ourselves, we will be able to overcome the predicaments and achieve our goals.
Zhou Jie is the manager of the Wuhan direct sales center and the frontline sales management department. She has been with AXA for more than 13 years. Zhou was transferred from Wuxi to Wuhan this year. Based on her work experience, she joined hands with the training department have carried out 100-day transformation of the health insurance business, helping AXA to develop the business line and reduce costs. She also guided the transition from the original “low base price” to “high price and high value” model through data analysis and policy guidance within the company.
Q: How do you feel winning the AXA Star Award?
Zhou: I have been in the company for more than ten years and I am grateful to have received the AXA Star Award. I am happy to work in the big family of AXA. I am fortunate to witness, experience, and take part in the company’s transformation throughout the years. After winning this honor, I received a signed letter from Yamin. I am very moved by her words because they are full of affirmation and encouragement. I feel strongly that as the industry is changing rapidly, we have to acquire new perspectives, understand the needs of our customers and continuously improve our professional knowledge. I am committed to keeping up with the company’s transformation and forging ahead.
Q: What helps you stay healthy?
Zhou: I spend most of my spare time making desserts, exercising, and taking care of my child. I have a kid who is still at the primary school age and I enjoy cooking a bunch of yummy food for her. We hike, run, and jump rope together on weekends, which are the happiest way for us to relieve the pressure of work and study each week.
Q: Any books or TV series you would like to share?
Zhou: I would like to recommend the popular CCTV dram series “A Lifelong Journey”. The vivid characters in the drama show their real and ordinary lives. It teaches us that life could never beat us and that we need to learn to adapt. It reminds me of the company’s transition. There is no shortcuts but what we have are AXA employees who are down-to-earth and adaptable to changes.
安盛&泛华重庆南山净山登高公益活动 AXA& Fanhua Chongqing branch charity hiking at Nanshan Mountain
安盛&泛华江苏紫金山净山登高公益活动 AXA& Fanhua Jiangsu brand charity hiking at Zijin Mountain
市场营销&公共事务团队海南岛绿色团建之旅 Team-building trip of the marketing & communications team in Hainan
人力资源和行政部千岛湖绿色团建之旅 Team-building trip of the Human Resources and Administration Department in Qiandao Lake
In response to China’s push for carbon neutrality, and to contribute to global efforts in tackling and managing climate change risks and challenges, our colleagues joined hands with Fanhua’s Jiangsu and Chongqing branches in late September to host the “Hiking for Good, Hearts in Action” hiking event.
AXA and the Fanhua Jiangsu team headed to the beautiful Zijin Mountain, while the Chongqing group went to Nanshan despite the rain. While team members appreciated the beautiful scenery and connected with nature, they picked up litter on the roadside, engaging with the low-carbon theme of this event and contributing their own small but mighty efforts towards a clean and comfortable natural environment.
Zheng Zhirong, Brand Director of Fanhua and President of Baoxian.com, said: “AXA Tianping and Fanhua have always been dedicated to their corporate responsibilities, actively participating in charity work, and striving to better serve the public and benefit society. Both companies have made outstanding contributions through hosting various events. Fanhua branches actively participated in this hiking event jointly held with AXA, doing their best to support dual carbon goals and sustainable development.”
This event not only demonstrates AXA’s social responsibility as a leading global insurer, but also shows the collaboration with our partner Fanhua to practice AXA’s brand slogan of “Protecting your passion and moving forward with confidence”. Together, AXA and Fanhua have promoted sustainable and green finance development anchored in ESG values.
In late August, the Human Resources and Administration Department went to the beautiful Qiandao Lake for a green team building tour. In the spirit of environmental protection and green travel, the team biked around the little island, enjoying the beautiful scenery while minimizing emissions by using fossil fuel free vehicles. In addition, the marketing & communications team also went for team building in Hainan in July and had a litter pickup competition, another highlight of AXA’s ESG commitment.
（供中国大陆区以外同事观看,For AXA colleagues outside mainland China)
CEO Message
Dear AXA colleagues,
The 2nd China International Consumer Products Expo (CICPE) was successfully held in July despite the challenges of the epidemic. We are delighted to showcase AXA to the world at the French pavilion. We are fortunate to be part of this event because it was a precious opportunity for us to cooperate strategically with the Hainan government and partners like Willis Towers Watson. We also exchanged ideas on sustainable development with knowledgeable and international organizations such as Business France and World Bank, making the Hainan trip much more eventful and meaningful.
This event marks the beginning of the new era of ESG for AXA China. Green transformation not only brings wonderful opportunities for the company’s future business development, but it also relates to the fate and well-being of all mankind. Promoting the advantages of AXA’s global advanced technology and experience to the domestic market, leading the financial industry to address climate change through insurance + technology + scene, helping China to achieve sustainable development, and achieving dual carbon goals are the topics our entire company need to study and think about.
We will continue to look ahead and make effort to implement AXA’s ESG initiatives and objectives. While achieving our brand commitment of “safeguarding lives to improve human progress”, we will introduce ESG initiatives in China step by step. Through reading this issue of our monthly newsletter, we hope you can gain a better understanding our ESG initiatives and progresses.
I am pleased to see you all at the staff meeting at the beginning of August. We reviewed the important progress we made in the 3.0 transformation era in the past six months, which is characterized by Diversified Products, Quality Control, Sustainable Growth”. Despite impact of epidemic, and for the first time in several years we achieved positive net profit under Local GAAP. More importantly, we are making steady progress in institutional transformation with excellent results! This is the result of our collective effort, which deserves a round of applause for ourselves.
In the second half of this year, I hope we can continue our success through maintaining the momentum of turning losses into profits. While we need to strengthen the construction of “compliance culture”, we have to maintain a good general and branch linkage to support the transformation development. We have already climbed a small peak in the unusual first half of the year, let’s work together and continue to climb another peak!
During a recent interview with CGTN at the CICPE, I discussed AXA Tianping’s unique prospects as a foreign enterprise in China, emphasizing AXA’s longstanding commitment and confidence in the development potential of the Chinese market. In response to the rise of strong domestic Chinese insurance companies, we should continue to play on our strengths, strengthen cooperative partnerships and realize mutually beneficial relationships.
Interview with Economic View by China News Service
During CICPE, I also interviewed with China News Service and demonstrated the fantastic results of our high-quality and diverse Era 3.0 transformation. I also talked about this year as our first year in ESG, in which we’ve incorporated ESG concepts into our entire infrastructure including in our daily management and business operations. Lastly, I spoke on the speedy development and future directions of our new innovative businesses including new energy vehicle insurance.
In the AXA Star contest, altogether 22 AXA colleagues from headquarter and branches are entitled to awards of AXA Stars in Transformation, Customer First, Integrity, Courage, and One AXA. This special column was set up for them so we can all know their stories in living the AXA values and making their contribution in the company growth.
This month we will introduce two Customer First Stars – Chen Jiao from Chengdu Call Center and Sophia Zhang, Broker Sales Manager of AXA Global Healthcare China.
Chen Jiao has joined AXA for 6 years and works in the Chengdu Electric Service Center’s customer service. She is conscientious and responsible in her work, emphasizing customer first in the customer service guideline. She even worked overtime to serve customers during major events such as the Henan floods regardless of the hardships. Since joining the company, Chen Jiao has achieved excellent results in her appraisals and has been ranked in the top three of the Electric Service Center. In 2021, she served 16,666 customers, ranking first in terms of reception volume, and received many compliments from her customers. In the team, she actively cooperates with the company’s development pace. She is also a part of the health insurance development team on its transformation work.
Q: How do you feel on winning the AXA Star Award?
Chen: I express my sincere gratitude to my leaders and colleagues for their love and support. I think customer service work is the most ordinary one among thousands of jobs. Receiving the AXA Star recognizes my dedication and performance to the greatest extent, and I will continue to work harder in 2022.
Q: Do you have good habits to help you stay healthy?
Chen: Reading all kinds of books, mainly novels.
Watching funny live streaming to forget about worries.
Follow fitness videos for workout to stay healthy.
Q: Any books or TV series you would like to share?
Chen: “Go Go Squid!”, who does not like romantic dramas?
Sophie Zhang has been with AXA for over 5 years. As a Broker Sales Manager of AXA Global Healthcare China, every year she serves more than 1,200 group members. In H1 2021, she exceeded her sales target with 109% YoY growth, bringing in RMB10.46 million in premium, including 2.54 million worth of new group business. Clients regard Sophie as a professional in medical insurance and ask for her advice.
Q: How do you feel on winning the AXA Star Award?
Zhang: It is an honor to receive this title. Thank you for the support and encouragement from my leaders and colleagues, this award gives me a greater sense of belonging and responsibility to AXA. As a part of AXA, this honor recognizes my work in the past six years and motivates me to work harder to live up this title. I am determined to keep moving forward like I always do.
Q: Any books or TV series you would like to share?
Zhang: I like the Notre Dame musical, especially the 1998 version. When I saw the live performance in Shanghai before, the actors were singing the opening chorus with the audience. It was an exciting and emotional moment, and I believe the classics will always remain.
