尊敬的客户：：

关爱特殊群体、彰显社会责任是我司始终坚守的服务准则。。为切实保险老年人、体弱者、患病人员、残障人士、孕妇、武士等特殊群体客户的合法权利，，使其享受到便捷温暖的服务，，我司作出以下承诺：：

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.我司为特殊群体客户提供业务优先受理服务，，线下网点内建设便民设施，，营造舒服、便捷的服务环境；线上提供老年人专属热线通道及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. 我司为特殊群体客户提供专属服务，，领导、协助进行各项业务办理，，援手解决处事过程中的现实难题。。

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.线下网点为特殊群体客户提供服务时，，将强化安全关注与协助，，全力守护客户安全。。

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.

我司将不休提升工作人员的专业素养与服务意识，，以温度的态度回应特殊群体客户的需要，，用责任为其保驾护航。。

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）电话服务  Phone services

我司全国客户服务热线956095，，为客户提供工作日8:30-20:30、休息日 9:00-17:30（国度法定节日之外）人为服务、整年24小时语音自主服务。？？？突Э赏ü缁敖斜５バ畔⒉槲省⒗砼獗ò浮⒌刂返骰弧⒄餮端叩；非人为服务期间，，客户可进行语音留言。。 

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）网络服务  Network services

我司已在官网和APP开明“网上自主服务平台”，，通过该平台，，客户不仅可对名下保单的具体信息进行查问，，还可进行理赔报案、地址账户调换、投连账户转换等多项内容的自主操作；该平台的“在线客服”职能可实现实时互动，，人为服务功夫内（工作日8:30-20:30、休息日 9:00-17:30，，国度法定节日之外），，由专业客服人员即时回复客户疑难，，方便快捷；非人为服务期间，，客户可在该平台进行留言。。同时，，为便于客户更好的相识并使用我司提供的各项服务，，我司官方网站首页设有“客户服务”专栏，，提供、保全调换指南、理赔指南、VIP服务、健康增值服务手册等服务指引；客户还可在该平台的“投诉与建议”项内网上留言。。 

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）留言回复  Reply to the messages

对于客户通过官方网站的留言，，以及非人为服务功夫内的电话语音留言、网上自主服务平台留言等，，我司自收到客户留言信息起1个工作日内铺排专人跟进处置。。 

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）实时响应  Timely response

我司收到客户理赔报案信息后1个工作日内短信通知理赔报案人，，为客户提供理赔流程指引。。确认理赔受理后1个工作日内短信通知理赔申请人。。

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）急剧理赔  Rapid claim

我司承诺平正、公正、合情、合理地处置每一件理赔案件。。对于申请资料齐全、责任明确且毋庸照会/调查的疾病住院、不测就诊等医疗险理赔案件，，自我司收到客户理赔申请之日起5个工作日内做出理赔决定。。情景复杂的，，在30日内（自我司收到客户理赔申请之日起推算）做出理赔决定。。 

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).

对于申请资料齐全、责任明确且毋庸照会/调查的重大疾病、残疾、身故等非医疗险理赔案件，，自我司收到客户理赔申请之日起5个工作日内做出理赔决定。。情景复杂的，，在30日内（自我司收到客户理赔申请之日起推算）做出理赔决定。。与客户达成赔偿或者给付保险金和谈后10日内推广赔偿或者给付保险金使命。。 

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.

对于决定正常赔付的客户，，将在做出理赔决定后1个工作日内短信通知理赔申请人。。对拒付案件，，自作出鉴定之日起3日内向客户发出拒付通知书，，并注明理由。。 

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）一次性照会  One-time notice

对于理赔申请资料不齐全、填写不规范、或经审核必要进行补充申请资料的，，自我司收到申请后一次性以书面照会的方式通知理赔申请人，，奉告客户必要更正或补充的内容。。 

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）急剧处置 Quick processing

自收到资料齐全、切合合同约定前提的保全申请之日起2个工作日内实现受理。。不涉及保险费缴纳的保全申请，，自受理保全申请之日起5个工作日内处置结束；涉及保险费缴纳的保全申请，，自投保人缴纳足额保险费之日起5个工作日内处置结束。。若保全涉及体检的，，体检所需功夫不推算在前款划定的期限内。。 

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）一次性照会 One-time notice

若保全申请资料不齐全、填写不规范或者不切合合同约定前提的，，自收到保全申请之日起5个工作日内一次性通知保全申请人，，并协助其补正。。

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） 实时通知  Prompt notice

为切实守护客户的权利，，预防因忘却交费而对保险效力产生影响，，我司对于约定分期（月交件之外）支付保险费的保险合同，，在当期保费交费到期日前以电子信函及短信等方式向投保人发出交费提醒。？？Ｋ伎嫉娇突Ц写，，对于约定为月交支付保险费的合同，，在保单周年日前以电子信函及短信等方式向投保人发出交费提醒。。对于保险合同效力遏制，，自遏制之日起10个工作日内以电子信函及短信等方式向投保人发出效力遏制通知，，并奉告合同效力遏制的后果及效力复原的方式。。 

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）专人守护  Maintenance by special personnel

为加强对客户保险合同的后续守护，，我司设立专业电话续期服务团队，，提醒客户实时交纳续期保费，，针对失效的保单，，领导并协助客户办理复效申请。。

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%回访  100% follow-up visit

对于投保报答小我的一年期以上（不含一年）人身保险新单业务，，在犹豫期内进行100%新左券回访。；胤檬紫妊∪〉缱踊胤没蛘叩缁盎胤，，电话回访失败的客户，，通过书面回访进行补充。；胤没笆跹细褚勒毡＜嗷岬囊笾贫┖椭葱，，回访了局具体纪录，，电话回访全程灌音，， 回访灌音及有关资料妥善保留，，保留功夫切合监管机构要求。。

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）风险提醒 Risk reminder

对于投保新型产品的客户进行风险提醒，，对于各地保监局划定的特殊人群耽搁犹豫期，，切实保险客户权利。。 

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）急剧出单  Quick policy issuance

对于资料完整、无需体检且收到保费件，，自我司收到投保申请之日起4个工作日内签发保单，，并在保单签发后1个工作日内短信通知投保人。。 

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）一次性照会  One-time notice

对于投保单填写谬误、或所附资料不齐全、或经审核必要进行体检的，，自我司收到投保申请之日起4个工作日内一次性以书面照会的方式通知投保人，，奉告客户必要更正或补充的内容。。我司收到切合要求的照会回复且保费到账后2个工作日内签发保单，，并在保单签发后1个工作日内短信通知投保人。。 

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）如实奉告，，诚信销售  Truly inform and sell in good faith

加强对保险销售人员的诚信教育和产品培训。。销售人员必须凭据客户的经济能力、风险接受能力、小我意愿等，，援手客户选购相宜的保险产品。。销售人员必须如实向客户解说保险条款，，蕴含保险责任、之外责任、犹豫期的权利、退保损失等，，提醒产品的特点微风险，，不承诺超出保险合同划定的其他利益。。如实奉告、诚信销售、从客户需要启程、尊重客户意愿，，真正实现保险产品的社会保险职能。。 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）规范投保手续  Standardize insurance procedures

对于投保新型保险产品的客户，，《投保单》上设有投保人确认栏，，要求投保人抄录下列语句后署名：：“自己已阅读保险条款、产品注明书和投保提醒书，，相识本产品的特点和保单利益的不确定性。！！！毕廴嗽北匦刖臀宜咎峁┳柿舷蛲侗Ｈ俗龀鲒故吞嵝，，提醒投保人当真阅读并亲笔具名确认。：：吮Ｊ蔽宜净岫陨鲜鏊型侗Ｗ柿仙闲柰侗Ｈ饲妆是┦鸩棵沤猩蟛椴槎，，如发现信息填写问题，，将下发照会，，与客户确认后方可承保。。 

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）投诉受理渠道  Complaint acceptance channel

客户可通过电话、各分支机构临柜、公司官网及官微留言、信函、邮件等方式，，向我司反映问题、提出建议。。

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. 投诉受理电话：：956095转5“投诉建议”（人为服务功夫：：工作日 8:30-20:30、休息日 9:00-17:30，，国度法定节日之外，，非人为服务功夫可留言） 

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. 各分支机构地址：：您可在公司官网“公司网点”页面查问（/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 (/aboutUs/gswd/index.shtml)

3. 官方网站：：“官网首页-消费者权利；-投诉征询指南”（www.aegonthtf.com）

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

4. 微信公家号：：DDpay钱包全球人寿（微服务--投诉与建议） 

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

5. 客服邮箱：：tfqqfw@aegonthtf.com

Customer service email: tfqqfw@aegonthtf.com

（二）投诉处置服务  Complaint handling services

我司承诺平正、公正、合情、合理地处置每一件投诉案件，，切实保险客户的合法权利。。收到客户投诉信息后，，我司将于1个工作日内响应；对于事实明显、争议情况单一的保险消费投诉，，我司自收到投诉之日起15日内做出处置决定并奉告投诉人，，如由于案件情况复杂或其他特殊原因，，将视现实情况耽搁至30~60日。。(投诉处置需外部机构进行鉴定、检测、评估等工作的，，有关期间不计入消费投诉处置期限)。。 

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）投诉处置流程  Complaint handling procedure

注：：若是您对我们分支机构消费投诉处置了局有异议的，，能够自收四处置决定之日起30日内向其上级机构书面申请核查。：：瞬榛垢玫倍韵淹端叽χ霉獭⒋χ檬毕藓痛χ昧司纸泻瞬，，自收到核查申请之日起30日内作出核查决定并奉告投诉人。。别的，，您也能够通过排解、仲裁、诉讼等合法维权蹊径守护您的权利。。 

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.