尊敬的客戶：

關(guān)愛特殊群體、彰顯社會(huì)責(zé)任是我司始終堅(jiān)守的服務(wù)準(zhǔn)則。為切實(shí)保障老年人、體弱者、患病人員、殘障人士、孕婦、軍人等特殊群體客戶的合法權(quán)益，使其享受到便捷溫暖的服務(wù)，我司作出以下承諾：

Dear Customers,

Caring for special groups and fulfilling social responsibilities have always been the fundamental service principles of our company. To effectively safeguard the legitimate rights and interests of customers from special groups, including the elderly, the infirm, people with medical conditions, people with disabilities, pregnant women, and military personnel, and to ensure they receive convenient and warm services, we hereby make the following commitments:

1.我司為特殊群體客戶提供業(yè)務(wù)優(yōu)先受理服務(wù)，線下網(wǎng)點(diǎn)內(nèi)配備便民設(shè)施，營(yíng)造舒適、便捷的服務(wù)環(huán)境；線上提供老年人專屬熱線通道及APP老年版。

1. We provide priority service for customers from special groups. Our offline branches are equipped with convenient facilities to ensure a comfortable and accessible environment. For online services, we offer a dedicated hotline channel for the elderly and an elderly-friendly version of our mobile app.

2. 我司為特殊群體客戶提供專屬服務(wù)，指導(dǎo)、協(xié)助進(jìn)行各項(xiàng)業(yè)務(wù)辦理，幫助解決辦事過程中的實(shí)際難題。

2. We provide dedicated assistance, offering guidance and support to help customers from special groups complete various transactions and resolve practical difficulties encountered during the process.

3.線下網(wǎng)點(diǎn)為特殊群體客戶提供服務(wù)時(shí)，將強(qiáng)化安全關(guān)注與協(xié)助，全力守護(hù)客戶安全。

3. When serving customers from special groups at offline branches, we will provide enhanced care and assistance, with a particular focus on ensuring their personal safety.

我司將不斷提升工作人員的專業(yè)素養(yǎng)與服務(wù)意識(shí)，以溫度的態(tài)度回應(yīng)特殊群體客戶的需求，用責(zé)任為其保駕護(hù)航。

We are committed to continuously enhancing the professional competence and service awareness of our staff. We will respond to the needs of customers from special groups with a warm attitude and safeguard their interests through dedicated responsibility.

（一）電話服務(wù)  Phone services

我司全國(guó)客戶服務(wù)熱線956095，為客戶提供工作日8:30-20:30、休息日 9:00-17:30（國(guó)家法定節(jié)日除外）人工服務(wù)、全年24小時(shí)語音自助服務(wù)?？蛻艨赏ㄟ^電話進(jìn)行保單信息查詢、理賠報(bào)案、地址變更、咨詢投訴等；非人工服務(wù)期間，客戶可進(jìn)行語音留言。 

Our nationwide customer service hotline is 956095 for providing the customers with customer services and whole-year 24h voice self-service  from 8:30 to 20:30 on weekdays, and from 9:00 to 17:30 on rest days (except for national public holidays). The customers may inquire about policy information, claims, address change, consultation and complains, etc. by telephone. During non-customer services, they may leave voice messages.

（二）網(wǎng)絡(luò)服務(wù)  Network services

我司已在官網(wǎng)和APP開通“網(wǎng)上自助服務(wù)平臺(tái)”，通過該平臺(tái)，客戶不僅可對(duì)名下保單的詳細(xì)信息進(jìn)行查詢，還可進(jìn)行理賠報(bào)案、地址賬戶變更、投連賬戶轉(zhuǎn)換等多項(xiàng)內(nèi)容的自助操作；該平臺(tái)的“在線客服”功能可實(shí)現(xiàn)實(shí)時(shí)互動(dòng)，人工服務(wù)時(shí)間內(nèi)（工作日8:30-20:30、休息日 9:00-17:30，國(guó)家法定節(jié)日除外），由專業(yè)客服人員即時(shí)回復(fù)客戶疑問，方便快捷；非人工服務(wù)期間，客戶可在該平臺(tái)進(jìn)行留言。同時(shí)，為便于客戶更好的了解并使用我司提供的各項(xiàng)服務(wù)，我司官方網(wǎng)站首頁設(shè)有“客戶服務(wù)”專欄，提供、保全變更指南、理賠指南、VIP服務(wù)、健康增值服務(wù)手冊(cè)等服務(wù)指引；客戶還可在該平臺(tái)的“投訴與建議”項(xiàng)內(nèi)網(wǎng)上留言。 

We have activated an "online self-service platform" on our official website and APP. Through this platform, the customers cannot only inquire about the details of insurance policies under their names, but also make claims, change their addresses or accounts, convert their investment-linked accounts and perform other self-service operations. The "online customer service" function of the platform realizes real-time interaction. During the customer service hours (8:30-20:30 on working days, 9:00-17:30 on rest days, except for national public holidays), professional customer service specialists will immediately respond to customer questions, which is convenient and quick. During the non-customer services, the customers may leave messages on the platform. Besides, to facilitate the customers to better understand and enjoy various services from us, a "Customer Service" column is set up on the homepage of our official website, where preservation and change guides, claim guides, VIP services, and value-added health service manual and other guides are available. The customers may also leave messages on "Complaints and Suggestions" intranet of the platform.

（三）留言回復(fù)  Reply to the messages

對(duì)于客戶通過官方網(wǎng)站的留言，以及非人工服務(wù)時(shí)間內(nèi)的電話語音留言、網(wǎng)上自助服務(wù)平臺(tái)留言等，我司自收到客戶留言信息起1個(gè)工作日內(nèi)安排專人跟進(jìn)處理。 

We will arrange special personnel to follow up on and respond to the customers' messages on our official website, phone voice messages left during the non-customer service hours, and those left on our online self-service platform within 1 working day after receiving these messages.

（一）及時(shí)響應(yīng)  Timely response

我司收到客戶理賠報(bào)案信息后1個(gè)工作日內(nèi)短信通知理賠報(bào)案人，為客戶提供理賠流程指引。確認(rèn)理賠受理后1個(gè)工作日內(nèi)短信通知理賠申請(qǐng)人。

We will notify the claimant by SMS within 1 working day after receiving a customer's claim, to offer the customer the guidance on the claim procedure. Within 1 working day after confirming the acceptance of the claim, we will notify the claimant by SMS.

（二）快速理賠  Rapid claim

我司承諾公平、公正、合情、合理地處理每一件理賠案件。對(duì)于申請(qǐng)資料齊全、責(zé)任明確且無須照會(huì)/調(diào)查的疾病住院、意外就診等醫(yī)療險(xiǎn)理賠案件，自我司收到客戶理賠申請(qǐng)之日起5個(gè)工作日內(nèi)做出理賠決定。情形復(fù)雜的，在30日內(nèi)（自我司收到客戶理賠申請(qǐng)之日起計(jì)算）做出理賠決定。 

We undertake to settle all claims equally, impartially and reasonably. For medical insurance claims such as hospitalization for diseases and accidental medical treatment with complete application materials, clear responsibilities and no need for notice/investigation, we will make a claim decision within 5 working days after receiving a customer's claim. If the situation is complicated, the claim decision will be made within 30 days (calculated from the date when we receive the customer's claim).

對(duì)于申請(qǐng)資料齊全、責(zé)任明確且無須照會(huì)/調(diào)查的重大疾病、殘疾、身故等非醫(yī)療險(xiǎn)理賠案件，自我司收到客戶理賠申請(qǐng)之日起5個(gè)工作日內(nèi)做出理賠決定。情形復(fù)雜的，在30日內(nèi)（自我司收到客戶理賠申請(qǐng)之日起計(jì)算）做出理賠決定。與客戶達(dá)成賠償或者給付保險(xiǎn)金協(xié)議后10日內(nèi)履行賠償或者給付保險(xiǎn)金義務(wù)。 

For non-medical insurance claims such as critical illnesses, disability and death with complete application materials, clear responsibilities and no need for notice/investigation, we will make a claim decision within 5 working days after receiving a customer's claim. If the situation is complicated, the claim decision will be made within 30 days (calculated from the date when we receive the customer's claim). We will perform the obligation for compensation or insurance payment within 10 days after reaching an agreement with the customer on compensation or insurance payment.

對(duì)于決定正常賠付的客戶，將在做出理賠決定后1個(gè)工作日內(nèi)短信通知理賠申請(qǐng)人。對(duì)拒付案件，自作出核定之日起3日內(nèi)向客戶發(fā)出拒付通知書，并說明理由。 

For customers who will be normally compensated as decided, the claimant will be notified by SMS within 1 working day after the claim decision. For rejection of payment, a notice of dishonor will be issued to the customer within 3 days after the date of approval, and the reason will be explained.

（三）一次性照會(huì)  One-time notice

對(duì)于理賠申請(qǐng)資料不完整、填寫不規(guī)范、或經(jīng)審核需要進(jìn)行補(bǔ)充申請(qǐng)資料的，自我司收到申請(qǐng)后一次性以書面照會(huì)的方式通知理賠申請(qǐng)人，告知客戶需要更正或補(bǔ)充的內(nèi)容。 

Where the claim materials are incomplete or filled out irregularly, or more application materials shall be audited as determined upon review, we will inform the claimant through a one-time written notice after receiving the claim, and inform the customer of what needs to be corrected or supplemented.      

（一）快速處理 Quick processing

自收到資料齊全、符合合同約定條件的保全申請(qǐng)之日起2個(gè)工作日內(nèi)完成受理。不涉及保險(xiǎn)費(fèi)繳納的保全申請(qǐng)，自受理保全申請(qǐng)之日起5個(gè)工作日內(nèi)處理完畢；涉及保險(xiǎn)費(fèi)繳納的保全申請(qǐng)，自投保人繳納足額保險(xiǎn)費(fèi)之日起5個(gè)工作日內(nèi)處理完畢。若保全涉及體檢的，體檢所需時(shí)間不計(jì)算在前款規(guī)定的期限內(nèi)。 

Within 2 working days after receiving complete materials and an application for preservation that complies with the conditions agreed under a contract, the application will be accepted. An application for preservation that does not involve the payment of the insurance premium will be accepted within 5 working days after its filing; an application for preservation that involves payment of the insurance premium will be accepted within 5 working days. If the preservation involves a physical examination, the time required for the physical examination shall not be counted within the time limit specified in the preceding paragraph.

（二）一次性照會(huì) One-time notice

若保全申請(qǐng)資料不完整、填寫不規(guī)范或者不符合合同約定條件的，自收到保全申請(qǐng)之日起5個(gè)工作日內(nèi)一次性通知保全申請(qǐng)人，并協(xié)助其補(bǔ)正。

If the application materials for preservation are incomplete, filled out irregularly or do not meet the conditions agreed in the contract, the preservation applicant shall be notified at one time within 5 working days from the date of receiving the application for preservation, and assisted in making corrections.

（一） 及時(shí)通知  Prompt notice

為切實(shí)維護(hù)客戶的權(quán)益，避免因遺忘交費(fèi)而對(duì)保險(xiǎn)效力產(chǎn)生影響，我司對(duì)于約定分期（月交件除外）支付保險(xiǎn)費(fèi)的保險(xiǎn)合同，在當(dāng)期保費(fèi)交費(fèi)到期日前以電子信函及短信等方式向投保人發(fā)出交費(fèi)提示?？紤]到客戶感受，對(duì)于約定為月交支付保險(xiǎn)費(fèi)的合同，在保單周年日前以電子信函及短信等方式向投保人發(fā)出交費(fèi)提示。對(duì)于保險(xiǎn)合同效力中止，自中止之日起10個(gè)工作日內(nèi)以電子信函及短信等方式向投保人發(fā)出效力中止通知，并告知合同效力中止的后果及效力恢復(fù)的方式。 

To truly safeguard the rights and interests of the customers and avoid affecting the insurance effectiveness due to forgetting to pay the premiums, we will send payment reminders to policyholders by e-mail and SMS before the  due date of current premium for those insurance contracts specifying payment of the insurance premiums in installments (except for monthly payment). Considering the customers' feelings, for the contracts where it is agreed that the insurance premiums will be paid on a monthly basis, the payment reminders will be sent to the policyholders by e-mail and SMS before the policy anniversary. Where an insurance contract becomes invalid, a termination notice shall be sent to the insurance applicant by email and SMS within 10 working days after the date of termination. The insurance applicant shall also be informed of the consequences of such termination and how to reinstate the policies.

（二）專人維護(hù)  Maintenance by special personnel

為加強(qiáng)對(duì)客戶保險(xiǎn)合同的后續(xù)維護(hù)，我司設(shè)立專業(yè)電話續(xù)期服務(wù)團(tuán)隊(duì)，提醒客戶及時(shí)交納續(xù)期保費(fèi)，針對(duì)失效的保單，指導(dǎo)并協(xié)助客戶辦理復(fù)效申請(qǐng)。

To strengthen the subsequent maintenance of customer insurance contracts, we have built a professional phone-based renewal service team to remind the customers of paying renewal premiums in a timely manner, guide and assist the customers in applying for reinstatement of invalid policies.

（一）100%回訪  100% follow-up visit

對(duì)于投保人為個(gè)人的一年期以上（不含一年）人身保險(xiǎn)新單業(yè)務(wù)，在猶豫期內(nèi)進(jìn)行100%新契約回訪?；卦L首先采用電子化回訪或者電話回訪，電話回訪失敗的客戶，通過書面回訪進(jìn)行補(bǔ)充。回訪話術(shù)嚴(yán)格按照保監(jiān)會(huì)的要求制定和執(zhí)行，回訪結(jié)果詳細(xì)記錄，電話回訪全程錄音， 回訪錄音及相關(guān)資料妥善保存，保存時(shí)間符合監(jiān)管機(jī)構(gòu)要求。

For a new order on an individual insurance applicant's personal insurance with an insurance period of more than one year (excluding one year), 100% follow-up visit will be conducted on the new contract during the cooling-off period. First, the follow-up visit will be performed electronically or by phone. In case of failure to conduct the follow-up visit on some customers, the follow-up visits may additionally be performed in writing. The art of speaking in the follow-up visits shall be established and executed in strict compliance with the requirements of China Banking and Insurance Regulatory Commission. Detailed records shall be kept on the results of the follow-up visits, and the phone calls shall be recorded in the whole process of the follow-up visits. The recordings and materials related to the follow-up visits shall be kept safe for a period specified by the regulatory authority.

（二）風(fēng)險(xiǎn)提示 Risk reminder

對(duì)于投保新型產(chǎn)品的客戶進(jìn)行風(fēng)險(xiǎn)提示，對(duì)于各地保監(jiān)局規(guī)定的特殊人群延長(zhǎng)猶豫期，切實(shí)保障客戶權(quán)益。 

Remind the customers of new insurance products of risks, and extend the cooling-off period for special groups specified by the insurance authorities of different areas, to truly protect the rights and interests of the customers.

（一）快速出單  Quick policy issuance

對(duì)于資料齊備、無需體檢且收到保費(fèi)件，自我司收到投保申請(qǐng)之日起4個(gè)工作日內(nèi)簽發(fā)保單，并在保單簽發(fā)后1個(gè)工作日內(nèi)短信通知投保人。 

If all materials are readily available, physical examination is not required, and premium has been received, we will issue a policy within 4 working days after receiving an insurance application, and inform the insurance applicant by SMS within 1 working day after the issuance of the policy.

（二）一次性照會(huì)  One-time notice

對(duì)于投保單填寫錯(cuò)誤、或所附資料不完整、或經(jīng)審核需要進(jìn)行體檢的，自我司收到投保申請(qǐng)之日起4個(gè)工作日內(nèi)一次性以書面照會(huì)的方式通知投保人，告知客戶需要更正或補(bǔ)充的內(nèi)容。我司收到符合要求的照會(huì)回復(fù)且保費(fèi)到賬后2個(gè)工作日內(nèi)簽發(fā)保單，并在保單簽發(fā)后1個(gè)工作日內(nèi)短信通知投保人。 

If the insurance application form is filled out incorrectly, or the attached materials are incomplete, or a physical examination is required after review, we will notify the policyholder by a one-time written note within 4 working days after receiving the insurance application, to inform the customer of what needs to be corrected or added. We will issue the policy within 2 working days after receiving a reply to the notice that meets the requirements and the premium, and notify the policyholder by SMS within 1 working day after the issuance of the policy.

（一）如實(shí)告知，誠(chéng)信銷售  Truly inform and sell in good faith

加強(qiáng)對(duì)保險(xiǎn)銷售人員的誠(chéng)信教育和產(chǎn)品培訓(xùn)。銷售人員必須根據(jù)客戶的經(jīng)濟(jì)能力、風(fēng)險(xiǎn)承受能力、個(gè)人意愿等，幫助客戶選購(gòu)合適的保險(xiǎn)產(chǎn)品。銷售人員必須如實(shí)向客戶講解保險(xiǎn)條款，包括保險(xiǎn)責(zé)任、除外責(zé)任、猶豫期的權(quán)益、退保損失等，提示產(chǎn)品的特點(diǎn)和風(fēng)險(xiǎn)，不承諾超出保險(xiǎn)合同規(guī)定的其他利益。如實(shí)告知、誠(chéng)信銷售、從客戶需求出發(fā)、尊重客戶意愿，真正實(shí)現(xiàn)保險(xiǎn)產(chǎn)品的社會(huì)保障功能。 Strengthen integrity education and product training for insurance salespersons. The salespersons must help customers choose suitable insurance products based on their financial ability, risk tolerance and personal wishes, etc. The salespersons must truthfully explain the insurance terms to the customers, including insured liability, excluded liability, rights and interests during the cooling-off period and losses from insurance cancellation, remind the customers of product characteristics and risks, and never promise other benefits beyond those specified under the insurance contracts. Truthfully inform the customers and sell in good faith. Consider customer requirements and respect customers' wishes, to truly realize social security functions of the insurance products.

（二）規(guī)范投保手續(xù)  Standardize insurance procedures

對(duì)于投保新型保險(xiǎn)產(chǎn)品的客戶，《投保單》上設(shè)有投保人確認(rèn)欄，要求投保人抄錄下列語句后簽名：“本人已閱讀保險(xiǎn)條款、產(chǎn)品說明書和投保提示書，了解本產(chǎn)品的特點(diǎn)和保單利益的不確定性?！变N售人員必須就我司提供材料向投保人做出解釋提醒，提示投保人認(rèn)真閱讀并親筆簽字確認(rèn)。核保時(shí)我司會(huì)對(duì)上述所有投保資料上需投保人親筆簽署部分進(jìn)行審查核對(duì)，如發(fā)現(xiàn)信息填寫問題，將下發(fā)照會(huì)，與客戶確認(rèn)后方可承保。 

For a customer who applies for a new insurance product, a policy holder's confirmation column is set up in the "Insurance Application Form", where the policy holder is required to transcribe the following expressions and sign: "I have read the insurance clauses, product manual and insurance application notice, and understood the characteristics of this product and uncertainty of policy benefits." The salespersons must explain and remind the policy holder about the materials provided by us, and prompt the policy holder to read carefully and sign in person for confirmation. During underwriting, we will review and check all the aforementioned insurance materials that need to be signed by the policyholder. If any problems are found in entering the information, a notice will be issued and the insurance may be underwritten only after confirmation with the customer.

（一）投訴受理渠道  Complaint acceptance channel

客戶可通過電話、各分支機(jī)構(gòu)臨柜、公司官網(wǎng)及官微留言、信函、郵件等方式，向我司反映問題、提出建議。

Customers may report problems and make suggestions to us by phone, branch counters, messages on the Company's official Weibo, WeChat official account, letter and email, etc.

1. 投訴受理電話：956095轉(zhuǎn)5“投訴建議”（人工服務(wù)時(shí)間：工作日 8:30-20:30、休息日 9:00-17:30，國(guó)家法定節(jié)日除外，非人工服務(wù)時(shí)間可留言） 

Complaint acceptance hotline: 956095 extended to 5 "complaint suggestions" (customer service hours: 8:30-20:30 (working days), 9:00-17:30 (rest days), except for national public holidays, and messages may be left during non-customer service hours).

2. 各分支機(jī)構(gòu)地址：您可在公司官網(wǎng)“公司網(wǎng)點(diǎn)”頁面查詢（http://lyjinmanxi.com/aboutUs/gswd/index.shtml） 

Addresses of branches: You may search addresses of branches on the page of "the Company's outlets" on the official website of the Company (http://lyjinmanxi.com/aboutUs/gswd/index.shtml)

3. 官方網(wǎng)站：“官網(wǎng)首頁-消費(fèi)者權(quán)益保護(hù)-投訴咨詢指南”（lyjinmanxi.com）

Official website: "Homepage of the Official Website -Protection of Consumer Rights and Interests - Complaint Consulting Guide" (lyjinmanxi.com)

4. 微信公眾號(hào)：同方全球人壽（微服務(wù)--投訴與建議） 

WeChat official account: Aegon THTF Life Insurance (Microservices - Complaints and Suggestions)

5. 客服郵箱：tfqqfw@aegonthtf.com

Customer service email: tfqqfw@aegonthtf.com

（二）投訴處理服務(wù)  Complaint handling services

我司承諾公平、公正、合情、合理地處理每一件投訴案件，切實(shí)保障客戶的合法權(quán)益。收到客戶投訴信息后，我司將于1個(gè)工作日內(nèi)響應(yīng)；對(duì)于事實(shí)清楚、爭(zhēng)議情況簡(jiǎn)單的保險(xiǎn)消費(fèi)投訴，我司自收到投訴之日起15日內(nèi)做出處理決定并告知投訴人，如由于案件情況復(fù)雜或其他特殊原因，將視實(shí)際情況延長(zhǎng)至30~60日。(投訴處理需外部機(jī)構(gòu)進(jìn)行鑒定、檢測(cè)、評(píng)估等工作的，相關(guān)期間不計(jì)入消費(fèi)投訴處理期限)。 

We undertake to handle all complaints fairly, justly and reasonably, and effectively protect the legitimate rights and interests of customers. We will respond within 1 working day after receiving a customer complaint. For an insurance consumption complaint with clear facts and simple disputes, we will make a decision on the handling and inform the complainant within 15 days after receiving the complaint. If the case is complicated or for other special reasons, such time limit will be extended to 30 to 60 days dependent on the actual situation. (If the complaint handling requires identification, testing and evaluation, etc. by an external agency, the relevant period will not be included in the time limit for handling consumer complaints)

（三）投訴處理流程  Complaint handling procedure

注：如果您對(duì)我們分支機(jī)構(gòu)消費(fèi)投訴處理結(jié)果有異議的，可以自收到處理決定之日起30日內(nèi)向其上級(jí)機(jī)構(gòu)書面申請(qǐng)核查。核查機(jī)構(gòu)應(yīng)當(dāng)對(duì)消費(fèi)投訴處理過程、處理時(shí)限和處理結(jié)果進(jìn)行核查，自收到核查申請(qǐng)之日起30日內(nèi)作出核查決定并告知投訴人。另外，您也可以通過調(diào)解、仲裁、訴訟等合法維權(quán)途徑維護(hù)您的權(quán)益。 

Note: If you have any objection to our branch's handling of a consumer complaint, you may apply to the branch's superior authority for verification within 30 days after receiving the handling decision. The verification agency shall verify the handling process, time limit for acceptance and handling results of the consumer complaint, make a verification decision and inform the complainant within 30 days after receiving the verification application. In addition, you may also protect your rights and interests through mediation, arbitration, litigation and other legal rights protection channels.