New China Life Insurance Company Ltd(601336) while promoting the all-round development of business, it has actively fulfilled its social responsibility, and has issued the corporate social responsibility report for 12 consecutive years.
In 2021, New China Life Insurance Company Ltd(601336) focused on the overall idea of improving service quality, protecting the legitimate rights and interests of employees, improving green operation level and firmly implementing the national strategy. The company advocates the concept of low-carbon and environmental protection, strives to reduce the impact of its own operation on the environment, strengthens the construction of service platform, carries out green operation through public welfare activities, improves brand value and establishes a good corporate image.
highlight I. continuous improvement of customer service
New China Life Insurance Company Ltd(601336) actively explore and promote the application of artificial intelligence technology, innovate and launch a series of high-quality services such as electronic return visit, intelligent outbound call and intelligent interactive Q & A with intelligent Siasun Robot&Automation Co.Ltd(300024) "zhiduoxin" as the core, so as to provide 7 services for our customers and sales team × 24-hour, precise and active, intelligent, efficient, convenient and personal experience.
In 2021, the number of smart and telephone services exceeded 35 million. During the hesitation period, the success rate of the return visit of the new contract was 99.99%, the incoming call connection rate was 98.72%, and the satisfaction was 99.25%.
New China Life Insurance Company Ltd(601336) practice the service connotation of "quick claim settlement and excellent service", establish multi-channel and multi-form service platforms such as mobile self-service claim settlement, direct connection and direct payment, intelligent language answer and automatic claim settlement engine system, innovatively establish a disability classification appraisal management system, and continuously improve the service level of claim settlement.
In 2021, we will comprehensively promote the new generation of smart teller machine self-service, free queuing, zero contact, fast handling, and optimize and upgrade the service process. The annual self-service volume of customers near the counter is nearly 1.9 million, and the customer self-service rate is 30.42%, greatly improving the service efficiency and customer experience.
highlight 2: protecting the legitimate rights and interests of employees
New China Life Insurance Company Ltd(601336) in terms of employee recruitment, welfare, training, promotion, etc., inequality caused by gender, region, age and other aspects shall be eliminated, and misconduct of discrimination, employment of child labor or forced labor shall be resolutely prohibited. At the same time, the company adheres to the concept of openness, transparency and compliance according to law, establishes a performance evaluation system and fairly evaluates the work performance of employees.
In 2021, New China Life Insurance Company Ltd(601336) continued to promote the employee care project, provided personalized supplementary welfare security projects for employees, and carried out various forms of employee care activities to enhance the centripetal force and cohesion of the company.
Xinhua Party school has set up four types of 18 special courses, launched more than 500 courses and adhered to "sending courses to the front line". Under the strict implementation of the requirements for the normalization of epidemic prevention and control, "Xinhua e-learning" online learning, extensive training, face-to-face, live broadcast, compound and other forms, strengthen the party spirit education and professional ability improvement of all employees of the company.
highlight III. promote the implementation of ESG concept
New China Life Insurance Company Ltd(601336) through official wechat, Xinhua customer service news, Xinhua self dictionary and other media platforms, we have carried out ESG concept publicity for customers and teams, and continuously disseminated the national "carbon neutral" development strategy, the company's green development concept and the company's ESG management performance.
In daily operation, we will continue to further promote the prevention of catering waste, and follow the principles of reasonable allocation, environmental protection and energy conservation in the decoration management of office space, so as to achieve the goal of energy conservation, high efficiency and low consumption.
In business development, "new era sales platform" realizes the use of mobile terminal for customer and order management, reducing the paper consumption in the traditional marketing exhibition industry. In 2021, 401800 people were registered on the platform, 4016300 proposals were sent, saving about 10.805 million pages of paper, equivalent to about 136.9 tons of carbon dioxide equivalent.
In 2021, on the premise of doing a good job in epidemic prevention and control, New China Life Insurance Company Ltd(601336) not only strictly managed the impact of its own operation on the environment, but also actively participated in the development of green ecological activities. Through strengthening waste classification management, public welfare lectures, giving love to sanitation workers and other activities, it continued to practice the ESG cultural concept and contribute to the construction of ecological civilization.
highlights IV. steadily promote public welfare undertakings
In accordance with the major decisions and arrangements of the CPC Central Committee and the State Council on the implementation of the Rural Revitalization Strategy, New China Life Insurance Company Ltd(601336) Party committee actively promoted the implementation of various Rural Revitalization tasks of the company.
In 2021, 9.7 million yuan was invested in fixed-point assistance. At the same time, Xinhua Life Insurance Public Welfare Foundation has covered 36 deep poverty-stricken areas in 12 provinces and autonomous regions in the implementation of targeted poverty alleviation and rural revitalization projects. Among them, the insurance poverty alleviation projects have benefited more than 50000 poor households with file and card establishment, with a total donation of more than 5 billion yuan.
In 2021, Xinhua Life Insurance Public Welfare Foundation implemented "the city is beautiful for you · Xinhua goes with you - a large-scale public welfare action to care for national sanitation workers". By the end of 2021, a total of 319.2 billion yuan had been donated, 277 claims had been settled and 25.135 million yuan had been paid New China Life Insurance Company Ltd(601336) volunteer service team carried out 351 series of activities with the theme of "protecting the city beautician", involving 3255 people and 6033 hours.
highlights v. firmly implement the "double carbon" strategy
New China Life Insurance Company Ltd(601336) integrate the key areas of business development with the company's own energy conservation and emission reduction, clarify the nature of the enterprise, continuously track the carbon footprint by identifying the risks of the company's operation to climate change and the risks of climate change to the enterprise's operation, formulate targeted energy conservation and emission reduction plans, and actively promote the sustainable development of the company.
In business development, New China Life Insurance Company Ltd(601336) focuses on companies in energy conservation and environmental protection, high-tech, new energy and other industries, and provides a package of guarantee services such as employee accidents, serious diseases and hospitalization for many years.
In terms of ESG responsible investment, starting from the macro system research, ESG is fully incorporated into the macro scenario dynamic analysis and macro category asset allocation decision-making system.
In the process of supplier selection, New China Life Insurance Company Ltd(601336) takes production safety and environmental protection as important reference factors for supplier selection, and sets differentiated environmental protection standards for suppliers and one vote veto for environmental protection according to the characteristics of the project.
In 2021, by tracking the carbon footprint of New China Life Insurance Company Ltd(601336) building, scientifically and effectively calculate the power consumption, water consumption, harmful waste emission and harmless waste emission of the building, monitor the greenhouse gas emission density, continuously reduce greenhouse gas emission under the premise of three-dimensional index coordination, and steadily achieve the goal of "carbon neutralization" of the company.
In the future, New China Life Insurance Company Ltd(601336) will continue to actively respond to climate change, promote the construction of ecological civilization, use science and technology to enable the company to carry out various measures for energy conservation and emission reduction, give back to the society while developing, commit to ensuring and improving people's livelihood, promote social harmony and stability, and strive to effectively integrate community investment and public welfare practice with its own business.
Next, the company will lead high-quality development through high-quality party building, steadily implement the national strategic goal of "carbon neutrality", and create value for shareholders, customers, employees, communities and the environment.
