Heavy rainfall and strong winds have recently triggered disasters such as reservoir breaches and landslides in Guangxi, Hubei, and Gansu, leading to significant casualties and economic losses. Upon learning of the situation, China Life Insurance Company Limited (CHINA LIFE) immediately activated its highest-level emergency response plan for claims settlement and established a dedicated service task force. The company is closely monitoring official announcements from government bodies and major media outlets while proactively gathering information on affected policyholders. To facilitate claims processing for this disaster, China Life has introduced ten specific service measures.

Initial Steps for Assistance

The first measure involves proactive outreach to clients. The company is mobilizing its employees, sales agents, and various partner channels to collect information on affected individuals, conducting follow-up visits and comprehensive searches to locate customers.

Accessible Reporting Channels

The company is providing multiple, round-the-clock channels for reporting claims. These include reporting through sales agents, at service counters, via the China Life mobile app or WeChat mini-program for self-service reporting, and through the 95519 customer service hotline, all available 24/7.

Streamlined Claims Documentation

For clients affected by this emergency event, the company is appropriately simplifying the various documentation required for claims, including identity verification materials, expense reimbursement documents, and death certificates.

Digital Submission Process

During the emergency period, clients submitting claims through online channels like the China Life app are only required to provide electronic copies of the relevant documents, eliminating the need for physical paperwork.

Flexible Hospital Network

The company will honor insurance liabilities regardless of whether the client receives treatment at a designated network hospital or not.

Expanded Medical Coverage

For medications or medical treatments not covered under social security schemes, the company will assume the insurance liability.

Advance Payment Provision

For clients hospitalized due to injuries whose treatment is ongoing, the company will provide advance payments based on the current treatment status.

Extended Coverage Period

For policyholders whose treatment extends beyond the current policy period due to this emergency, the company will extend its insurance liability coverage for an additional 90 days within the policy's sum insured limit.

Expedited Disability Assessment

For clients applying for disability benefits, the standard observation period is waived. Assessments and corresponding disability benefit payments will be made based on the client's current condition.

On-Site Support Services

Based on client needs, the company will provide services such as on-site collection of claims documents and on-site payment of claims settlements.

Ongoing Commitment and Support

China Life has stated it will continue to monitor the disaster situation closely, keep abreast of the latest information from government and media sources, maintain its claims green channel, and actively assist clients with the relevant claims procedures.