Insurance Serves the People with Original Intent, Consumer Protection Escorts the Development of Guangdong — China Pacific P&C Insurance Guangdong Branch Writes a New Answer Sheet of "Serving the People with Practical Actions" with "Three-Heart Service"

Protecting the rights and interests of financial consumers is a concrete embodiment of the political and people-oriented nature of financial work, as well as a vivid practice of financial institutions fulfilling their commitment to serve the people. In recent years, China Pacific Insurance (Group) Guangdong Branch has upheld the original intention of “financial services for the people,” delivering Pacific’s warmth through “Three Hearts Service,” extending financial education and publicity through cross-sector collaboration, innovating product services with digital intelligence, and opening up channels for rights protection through diversified solutions. With dedication, emotion, and effort, they are writing a new chapter in the era of financial consumer protection, safeguarding the well-being of the people in southern Guangdong with practical actions.

“Three Hearts” Spirit: Bringing Pacific Service from “Nearby” to “Heartfelt”

Financial consumer protection starts with the right concept. China Pacific Insurance Guangdong Branch integrates consumer rights protection into the entire business process, centering on the “Three Hearts Service” of “Worry-Free, Trustworthy, Peace of Mind,” continuously innovating the service ecosystem. They turn the original intention of “doing practical things for the people” into convenient, transparent, and caring protection, making every service experience tangible and warm, like a touch of people’s livelihood.

Worry-Free: Making services accessible. Leveraging technology, the branch redefines service processes. For small claims, they promote upgraded “Online Direct” services, deepening scenarios like “Car Damage Worry-Free” and “Personal Injury Worry-Free” to achieve quick claims within minutes; in personal injury areas, they create an “Insurance + Medical” online full-cycle service covering reporting, medical consultation, direct dispatch of caregivers, and disability assessment, with professional teams accompanying clients throughout, shifting from “post-incident compensation” to “mid-process support,” from “economic reimbursement” to “service empowerment.” This integrated model simplifies complex issues—online claims for small cases, real-time medical expense payments, online dispatch of caregivers, and direct injury assessment platforms—making services boundless and accessible.

Trustworthy: Ensuring transparency in processes. Using mini-programs like “Cloud Store” and “Tai Tiexin,” they create transparent services. The “Cloud Store” acts as a transparent window, allowing customers to check progress for sales, claims, consultations, and insurance services online; they launched “Transparent Claims” for auto insurance, achieving transparency in notification, claims process, repair process, service tracking, and dispute resolution. The “Tai Xiang Repair” standardizes repair procedures, supports multi-party authorization queries, enabling customers to understand and trust their consumption and claims.

Peace of Mind: Embedding protection into daily life. The company practices the philosophy of “prevention is better than cure,” collaborating with the China Disaster Prevention Association to pilot the first community disaster management project in the insurance industry, “Pacific Safe Home,” using IoT and AI alerts to build a three-dimensional protective system. Innovative tools like “Risk Radar” and “Water Elf” smart flood alarms provide 24/7 real-time monitoring and early warning for corporate clients. During typhoon seasons, they rely on “Online Risk Radar” and offline risk reduction engineers to conduct wind assessments, shifting from passive response to proactive prediction.

In road safety, they launched the “Highway Knight” service—when encountering accidents, whether insured by us or not, our surveyors will proactively stop and assist, making “Pacific Blue” a warm, moving scene on the streets of southern Guangdong.

Long-term Platform: Evolving financial education from “scenario-based” to “long-term” initiatives

Financial literacy is the first line of defense in consumer protection. China Pacific Insurance Guangdong Branch breaks traditional education models, promoting financial education from scenario-based to long-term platforms, shifting from one-way dissemination to interactive experiences, truly integrating financial safety knowledge into people’s daily lives.

On March 13, 2026, at the Guangzhou Currency and Financial Museum of Guangdong Financial College, China Pacific Insurance’s Guangdong branches of property, life, and health insurance signed a cooperation agreement with universities and the museum to jointly promote financial education and consumer rights protection. Under the guidance of the Guangdong Financial Regulatory Bureau and the Guangdong Financial Dispute Mediation Federation, they leverage the resources of a national-level museum and research base to create a new platform for financial safety education that is “viewable, learnable, interactive, and perceptible.”

During the “3.15” Consumer Rights Day, the Guangdong branch focused on “Protecting Peace of Mind through Clean Financial Networks,” developing the “363” special plan, coordinating government, enterprise, and school resources, and innovating with the “Museum + Insurance” model. They used “literary and artistic + interactive” formats to target key groups like the elderly and youth, as well as company and community members, conducting over 250 activities across campuses, enterprises, communities, commercial districts, and rural areas. These actions, grounded and warm, demonstrate the responsibility of serving the people through financial services.

Digital Intelligence Boost: Elevating insurance from “protection” to “empowerment”

In the era of digital economy, the value of insurance extends beyond post-claim compensation to pre-emptive empowerment. China Pacific Insurance Guangdong Branch embeds digital DNA into fields, urban textures, and industrial chains, promoting a transition from basic protection to deep empowerment. They create replicable and scalable innovative models to meet people’s aspirations for a better life.

Smart Rural Support: Reaching farmers directly. Addressing difficulties in access to agricultural technology and weak risk management, they launched the nation’s first “Agricultural and Rural” AI digital expert “Explorer,” providing 24/7 agricultural advice, risk assessment, and production guidance to help farmers improve quality and efficiency. They also tailor risk control plans for specialty industries like Puning green plums, Yunfu fermented soybeans, and Yunan yellow peaches, supporting local products to enter domestic and international markets with multilingual services. To date, “Explorer” has provided nearly 200,000 AI Q&A sessions with a 99.97% satisfaction rate, empowering rural revitalization with new productivity.

Industrial Empowerment for Food Integrity: Tackling issues like counterfeit problems in Qingshan Maji chicken, they launched Guangdong’s first “Maji Traceability Insurance,” linking insurance coverage with full traceability, providing a total risk protection of 22.3 million yuan. Consumers can scan codes to trace the entire breeding and sales process, achieving transparent consumption. This innovation balances safeguarding livelihoods, stabilizing industries, and stimulating consumption, upgrading insurance from post-incident compensation to full-process quality assurance.

Urban Quality Improvement: Ensuring safe travel. They innovated with the “Taihao Elevator” smart elevator model, integrating “insurance + service + technology” to solve safety management challenges. The platform monitors hazards in real-time, automatically generates maintenance plans, and proactively controls risks, forming a traceable “risk warning—smart dispatch—claims” closed-loop system, providing a “Pacific Solution” for urban safety.

From traditional post-incident compensation to AI-powered agricultural advice, traceability insurance, and smart elevator risk prevention, these practices prove that insurance is not just about payouts but about empowering production, safeguarding lives, and creating value—letting financial technology warm every household.

Resolving Public Concerns: Moving from “case closure” to “problem solving”

Dispute resolution is the last line of defense in consumer protection. China Pacific Insurance Guangdong Branch abandons the traditional “close the case” approach, offering professional, efficient, and empathetic mediation services to resolve conflicts and let consumers feel fairness and justice during disputes.

Systematic Governance for Efficiency: Upgrading complaint management through dispute authorization, escalation, and cross-department collaboration, achieving 95% efficient resolution of complaints. More importantly, they do not settle for “one case, one resolution” but use the PDCA methodology to build a closed-loop traceability system, identifying common issues and plugging loopholes, continuously reducing complaint volume and improving customer experience.

Local Mediation Stations: Under regulatory guidance, they co-established the first industry-based mediation stations with Guangdong Zhenghe Consumer Protection Center, moving conflict resolution into consumers’ “work and life circles.” They launched a “on-site + home + online” three-dimensional mediation model, making dispute resolution more convenient, efficient, and professional. The success rate of on-site mediations reaches 98.6%, achieving “small matters stay within the branch, big matters stay within the organization.”

Joint Governance for Traffic Dispute Resolution: Strengthening cooperation with traffic police and courts, planning to pilot integrated traffic dispute stations in Yuexiu by 2025, with key personnel stationed at traffic police mediation stations. They are also developing a “Tianhe-style” upgraded one-stop station, exploring online mediation, making dispute resolution the main channel for traffic conflicts, ensuring that every reasonable consumer claim receives a response and resolution.

A Solid Record of Consumer Protection: A set of data illustrates the achievements of China Pacific Insurance Guangdong Branch: consistently top-ranked in regulatory evaluations, continuous improvement in service quality indices; awarded multiple honors including group and headquarters recognition, “Management Leader in Consumer Protection,” “Innovation Demonstration Award,” and “Excellent Organization for Financial Education and Publicity”; and recognized for three consecutive years as a “Guangdong Consumer Protection Model Area” by China Pacific Insurance Group. These honors affirm every heartfelt service and witness the original intention of “serving the people through finance.”

Long-term Commitment to Consumer Protection: China Pacific Insurance Guangdong Branch responds to people’s expectations with innovative practices and safeguards trust with unwavering dedication. They will continue to reduce service burdens with “Worry-Free,” strengthen consumer defenses with “Trustworthy,” and warm the hearts of southern Guangdong with “Peace of Mind,” ensuring that the original aspiration of “serving the people through finance” takes root, blossoms, and bears fruit across Guangdong, contributing to high-quality financial development.