（一）電話服務  Phone services

我司全國客戶服務熱線956095，為客戶提供工作日8:30-20:30、休息日 9:00-17:30（國家法定節(jié)日除外）人工服務、全年24小時語音自助服務?？蛻艨赏ㄟ^電話進行保單信息查詢、理賠報案、地址變更、咨詢投訴等；非人工服務期間，客戶可進行語音留言。 

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）網(wǎng)絡服務  Network services

我司已在官網(wǎng)和APP開通“網(wǎng)上自助服務平臺”，通過該平臺，客戶不僅可對名下保單的詳細信息進行查詢，還可進行理賠報案、地址賬戶變更、投連賬戶轉(zhuǎn)換等多項內(nèi)容的自助操作；該平臺的“在線客服”功能可實現(xiàn)實時互動，人工服務時間內(nèi)（工作日8:30-20:30、休息日 9:00-17:30，國家法定節(jié)日除外），由專業(yè)客服人員即時回復客戶疑問，方便快捷；非人工服務期間，客戶可在該平臺進行留言。同時，為便于客戶更好的了解并使用我司提供的各項服務，我司官方網(wǎng)站首頁設有“客戶服務”專欄，提供、保全變更指南、理賠指南、VIP服務、健康增值服務手冊等服務指引；客戶還可在該平臺的“投訴與建議”項內(nèi)網(wǎng)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）留言回復  Reply to the messages

對于客戶通過官方網(wǎng)站的留言，以及非人工服務時間內(nèi)的電話語音留言、網(wǎng)上自助服務平臺留言等，我司自收到客戶留言信息起1個工作日內(nèi)安排專人跟進處理。 

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）及時響應  Timely response

我司收到客戶理賠報案信息后1個工作日內(nèi)短信通知理賠報案人，為客戶提供理賠流程指引。確認理賠受理后1個工作日內(nèi)短信通知理賠申請人。

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）快速理賠  Rapid claim

我司承諾公平、公正、合情、合理地處理每一件理賠案件。對于申請資料齊全、責任明確且無須照會/調(diào)查的疾病住院、意外就診等醫(yī)療險理賠案件，自我司收到客戶理賠申請之日起5個工作日內(nèi)做出理賠決定。情形復雜的，在30日內(nèi)（自我司收到客戶理賠申請之日起計算）做出理賠決定。 

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).

對于申請資料齊全、責任明確且無須照會/調(diào)查的重大疾病、殘疾、身故等非醫(yī)療險理賠案件，自我司收到客戶理賠申請之日起5個工作日內(nèi)做出理賠決定。情形復雜的，在30日內(nèi)（自我司收到客戶理賠申請之日起計算）做出理賠決定。與客戶達成賠償或者給付保險金協(xié)議后10日內(nèi)履行賠償或者給付保險金義務。 

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.

對于決定正常賠付的客戶，將在做出理賠決定后1個工作日內(nèi)短信通知理賠申請人。對拒付案件，自作出核定之日起3日內(nèi)向客戶發(fā)出拒付通知書，并說明理由。 

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）一次性照會  One-time notice

對于理賠申請資料不完整、填寫不規(guī)范、或經(jīng)審核需要進行補充申請資料的，自我司收到申請后一次性以書面照會的方式通知理賠申請人，告知客戶需要更正或補充的內(nèi)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）快速處理 Quick processing

自收到資料齊全、符合合同約定條件的保全申請之日起2個工作日內(nèi)完成受理。不涉及保險費繳納的保全申請，自受理保全申請之日起5個工作日內(nèi)處理完畢；涉及保險費繳納的保全申請，自投保人繳納足額保險費之日起5個工作日內(nèi)處理完畢。若保全涉及體檢的，體檢所需時間不計算在前款規(guī)定的期限內(nèi)。 

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）一次性照會 One-time notice

若保全申請資料不完整、填寫不規(guī)范或者不符合合同約定條件的，自收到保全申請之日起5個工作日內(nèi)一次性通知保全申請人，并協(xié)助其補正。

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） 及時通知  Prompt notice

為切實維護客戶的權益，避免因遺忘交費而對保險效力產(chǎn)生影響，我司對于約定分期（月交件除外）支付保險費的保險合同，在當期保費交費到期日前以電子信函及短信等方式向投保人發(fā)出交費提示?？紤]到客戶感受，對于約定為月交支付保險費的合同，在保單周年日前以電子信函及短信等方式向投保人發(fā)出交費提示。對于保險合同效力中止，自中止之日起10個工作日內(nèi)以電子信函及短信等方式向投保人發(fā)出效力中止通知，并告知合同效力中止的后果及效力恢復的方式。 

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）專人維護  Maintenance by special personnel

為加強對客戶保險合同的后續(xù)維護，我司設立專業(yè)電話續(xù)期服務團隊，提醒客戶及時交納續(xù)期保費，針對失效的保單，指導并協(xié)助客戶辦理復效申請。

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%回訪  100% follow-up visit

對于投保人為個人的一年期以上（不含一年）人身保險新單業(yè)務，在猶豫期內(nèi)進行100%新契約回訪?；卦L首先采用電子化回訪或者電話回訪，電話回訪失敗的客戶，通過書面回訪進行補充?；卦L話術嚴格按照保監(jiān)會的要求制定和執(zhí)行，回訪結(jié)果詳細記錄，電話回訪全程錄音， 回訪錄音及相關資料妥善保存，保存時間符合監(jiān)管機構(gòu)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）風險提示 Risk reminder

對于投保新型產(chǎn)品的客戶進行風險提示，對于各地保監(jiān)局規(guī)定的特殊人群延長猶豫期，切實保障客戶權益。 

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）快速出單  Quick policy issuance

對于資料齊備、無需體檢且收到保費件，自我司收到投保申請之日起4個工作日內(nèi)簽發(fā)保單，并在保單簽發(fā)后1個工作日內(nèi)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）一次性照會  One-time notice

對于投保單填寫錯誤、或所附資料不完整、或經(jīng)審核需要進行體檢的，自我司收到投保申請之日起4個工作日內(nèi)一次性以書面照會的方式通知投保人，告知客戶需要更正或補充的內(nèi)容。我司收到符合要求的照會回復且保費到賬后2個工作日內(nèi)簽發(fā)保單，并在保單簽發(fā)后1個工作日內(nèi)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）如實告知，誠信銷售  Truly inform and sell in good faith

加強對保險銷售人員的誠信教育和產(chǎn)品培訓。銷售人員必須根據(jù)客戶的經(jīng)濟能力、風險承受能力、個人意愿等，幫助客戶選購合適的保險產(chǎn)品。銷售人員必須如實向客戶講解保險條款，包括保險責任、除外責任、猶豫期的權益、退保損失等，提示產(chǎn)品的特點和風險，不承諾超出保險合同規(guī)定的其他利益。如實告知、誠信銷售、從客戶需求出發(fā)、尊重客戶意愿，真正實現(xiàn)保險產(chǎn)品的社會保障功能。 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）規(guī)范投保手續(xù)  Standardize insurance procedures

對于投保新型保險產(chǎn)品的客戶，《投保單》上設有投保人確認欄，要求投保人抄錄下列語句后簽名：“本人已閱讀保險條款、產(chǎn)品說明書和投保提示書，了解本產(chǎn)品的特點和保單利益的不確定性?！变N售人員必須就我司提供材料向投保人做出解釋提醒，提示投保人認真閱讀并親筆簽字確認。核保時我司會對上述所有投保資料上需投保人親筆簽署部分進行審查核對，如發(fā)現(xiàn)信息填寫問題，將下發(fā)照會，與客戶確認后方可承保。 

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://xmtshkj.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://xmtshkj.com/aboutUs/gswd/index.shtml)

3. 官方網(wǎng)站：“官網(wǎng)首頁-消費者權益保護-投訴咨詢指南”（xmtshkj.com）

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

4. 微信公眾號：同方全球人壽（微服務--投訴與建議） 

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

5. 客服郵箱：[email protected]

Customer service email: [email protected]

（二）投訴處理服務  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益。收到客戶投訴信息后，我司將于1個工作日內(nèi)響應；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)應當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、訴訟等合法維權途徑維護您的權益。 

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.