（一）投訴受理渠道 Complaint acceptance channel
客戶可通過電話、各分支機構(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)時間：工作日 8:30-20:30、休息日 9:00-17:30，國家法定節(jié)日除外，非人工服務(wù)時間可留言）
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. 各分支機構(gòu)地址：您可在公司官網(wǎng)“公司網(wǎng)點”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-消費者權(quán)益保護-糾紛多元化解”（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：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個工作日內(nèi)響應(yīng)；對于事實清楚、爭議情況簡單的保險消費投訴，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，將視實際情況延長至30~60日。(投訴處理需外部機構(gòu)進行鑒定、檢測、評估等工作的，相關(guān)期間不計入消費投訴處理期限)。
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：如果您對我們分支機構(gòu)消費投訴處理結(jié)果有異議的，可以自收到處理決定之日起30日內(nèi)向其上級機構(gòu)書面申請核查。核查機構(gòu)應(yīng)當(dāng)對消費投訴處理過程、處理時限和處理結(jié)果進行核查，自收到核查申請之日起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.
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