Since 2019, the Financial Supervisory Commission (FSC) has been promoting Treating Customer Fairly (TCF) assessment mechanisms to encourage the financial industry to be more friendly and protective toward customers. China Life adheres to the principle of “customer-centricity” and attaches importance to sustainable management, so as to strengthen corporate governance and integrity management as the development foundation. The Company’s Board of Directors has taken the lead in implementing relevant measures and establishing an effective internal control mechanism to realize the concept of TCF. To fulfill its long-term commitment to financial consumer protection, China Life has responded to and practiced two additional indicators in the assessment, i.e. “friendly service principle” and “integrity principle.” By providing sign language interpretation videoconferencing service and industry-first multilingual simultaneous interpretation service in nine languages for new residents, as well as establishing an accountability system and responsibility map, China Life demonstrates the value of the insurance industry and makes progress toward sustainable finance. Upholding its business philosophy, “fairness and empathy: treating customers as we would ourselves,” China Life has continued to optimize its financial services by treating consumers in a friendly manner and protecting their rights and interests. This year, the Company has once again been recognized by the FSC as one of the top 25% of performers in the “TCF Principle Assessment.” It marks the fifth consecutive year of receiving this recognition by the competent authority. The Company is also one of the few insurers to receive the honor every year since the assessment was launched, demonstrating China Life’s original intention of treating its customers with love and care. Through implanting customer service mindset into corporate culture, China Life acts proactively to create mutual prosperity for the society.
