尊重的客户：

关爱特殊群体、彰显社会责任是我司始终坚守的服务准则。。。。。。为切实包管晚年人、体弱者、患病职员、残障人士、孕妇、武士等特殊群体客户的正当权益，，，，，，，，使其享受到便捷温暖的服务，，，，，，，，我司作出以下允许：

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营业优先受理服务，，，，，，，，线下网点内配备便民设施，，，，，，，，营造恬静、便捷的服务情形；；；；；线上提供晚年人专属热线通道及APP晚年版。。。。。。

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，，，，，，，，指导、协助举行各项营业治理，，，，，，，，资助解决办事历程中的现实难题。。。。。。

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，，，，，，，，将强化清静关注与协助，，，，，，，，全力守护客户清静。。。。。。

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.

我司将一直提升事情职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求，，，，，，，，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

我司天下客户服务热线956095，，，，，，，，为客户提供事情日8:30-20:30、休息日 9:00-17:30（国家法定节日除外）人工服务、整年24小时语音自助服务。。。。。？？？？？？突Э赏ü缁熬傩斜５バ畔⑴涛省⒗砼獗ò浮⒌氐惚浠弧⒆裳端叩龋；；；；非人工服务时代，，，，，，，，客户可举行语音留言。。。。。。 

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开通“网上自助服务平台”，，，，，，，，通过该平台，，，，，，，，客户不但可对名下保单的详细信息举行盘问，，，，，，，，还可举行理赔报案、地点账户变换、投连账户转换等多项内容的自助操作；；；；；该平台的“在线客服”功效可实现实时互动，，，，，，，，人工服务时间内（事情日8:30-20:30、休息日 9:00-17:30，，，，，，，，国家法定节日除外），，，，，，，，由专业客服职员即时回复客户疑问，，，，，，，，利便快捷；；；；；非人工服务时代，，，，，，，，客户可在该平台举行留言。。。。。。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、保全变换指南、理赔指南、VIP服务、康健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

关于客户通过官方网站的留言，，，，，，，，以及非人工服务时间内的电话语音留言、网上自助服务平台留言等，，，，，，，，我司自收到客户留言信息起1个事情日内安排专人跟进处置惩罚。。。。。。 

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个事情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个事情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）快速理赔  Rapid claim

我司允许公正、公正、合情、合理地处置惩罚每一件理赔案件。。。。。。关于申请资料齐全、责任明确且无须照会/视察的疾病住院、意外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个事情日内做出理赔决议。。。。。。情形重大的，，，，，，，，在30日内（自我司收到客户理赔申请之日起盘算）做出理赔决议。。。。。。 

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).

关于申请资料齐全、责任明确且无须照会/视察的重大疾病、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个事情日内做出理赔决议。。。。。。情形重大的，，，，，，，，在30日内（自我司收到客户理赔申请之日起盘算）做出理赔决议。。。。。。与客户告竣赔偿或者给付包管金协议后10日内推行赔偿或者给付包管金义务。。。。。。 

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.

关于决议正常赔付的客户，，，，，，，，将在做出理赔决议后1个事情日内短信通知理赔申请人。。。。。。对拒付案件，，，，，，，，自作出审定之日起3日内向客户发出拒付通知书，，，，，，，，并说明理由。。。。。。 

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

关于理赔申请资料不完整、填写不规范、或经审核需要举行增补申请资料的，，，，，，，，自我司收到申请后一次性以书面照会的方法通知理赔申请人，，，，，，，，见告客户需要更正或增补的内容。。。。。。 

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）快速处置惩罚 Quick processing

自收到资料齐全、切合条约约定条件的保全申请之日起2个事情日内完成受理。。。。。。不涉及包管费缴纳的保全申请，，，，，，，，自受理保全申请之日起5个事情日内处置惩罚完毕；；；；；涉及包管费缴纳的保全申请，，，，，，，，自投保人缴纳足额包管费之日起5个事情日内处置惩罚完毕。。。。。。若保全涉及体检的，，，，，，，，体检所需时间不盘算在前款划定的限期内。。。。。。 

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

若保全申请资料不完整、填写不规范或者不切合条约约定条件的，，，，，，，，自收到保全申请之日起5个事情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

为切实维护客户的权益，，，，，，，，阻止因遗忘交费而对包管效力爆发影响，，，，，，，，我司关于约定分期（月交件除外）支付包管费的包管条约，，，，，，，，在当期保费交费到期日前以电子信函及短信等方法向投保人发出交费提醒。。。。。？？？？？Ｋ剂康娇突Ц惺，，，，，，，，关于约定为月交支付包管费的条约，，，，，，，，在保单周年日前以电子信函及短信等方法向投保人发出交费提醒。。。。。。关于包管条约效力中止，，，，，，，，自中止之日起10个事情日内以电子信函及短信等方法向投保人发出效力中止通知，，，，，，，，并见告条约效力中止的效果及效力恢复的方法。。。。。。 

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）专人维护  Maintenance by special personnel

为增强对客户包管条约的后续维护，，，，，，，，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，，，，，，，，指导并协助客户治理复效申请。。。。。。

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

关于投保人为小我私家的一年期以上（不含一年）人身包管新单营业，，，，，，，，在犹豫期内举行100%新左券回访。。。。。。；；；；胤檬紫冉幽傻缱踊胤没蛘叩缁盎胤，，，，，，，，电话回访失败的客户，，，，，，，，通过书面回访举行增补。。。。。。；；；；胤没笆跹峡崞局け＜嗷岬囊笾贫┖椭葱，，，，，，，，回访效果详细纪录，，，，，，，，电话回访全程录音，，，，，，，， 回访录音及相关资料妥善生涯，，，，，，，，生涯时间切合羁系机构要求。。。。。。

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）危害提醒 Risk reminder

关于投保新型产品的客户举行危害提醒，，，，，，，，关于各地保监局划定的特殊人群延伸犹豫期，，，，，，，，切实包管客户权益。。。。。。 

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）快速出单  Quick policy issuance

关于资料齐全、无需体检且收到保费件，，，，，，，，自我司收到投保申请之日起4个事情日内签发保单，，，，，，，，并在保单签发后1个事情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

关于投保单填写过失、或所附资料不完整、或经审核需要举行体检的，，，，，，，，自我司收到投保申请之日起4个事情日内一次性以书面照会的方法通知投保人，，，，，，，，见告客户需要更正或增补的内容。。。。。。我司收到切合要求的照会回复且保费到账后2个事情日内签发保单，，，，，，，，并在保单签发后1个事情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）如实见告，，，，，，，，诚信销售  Truly inform and sell in good faith

增强对包管销售职员的诚信教育和产品培训。。。。。。销售职员必需凭证客户的经济能力、危害遭受能力、小我私家意愿等，，，，，，，，资助客户选购合适的包管产品。。。。。。销售职员必需如实向客户解说包管条款，，，，，，，，包括包管责任、除外责任、犹豫期的权益、退保损失等，，，，，，，，提醒产品的特点和危害，，，，，，，，不允许凌驾包管条约划定的其他利益。。。。。。如实见告、诚信销售、从客户需求出发、尊重客户意愿，，，，，，，，真正实现包管产品的社会包管功效。。。。。。 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

关于投保新型包管产品的客户，，，，，，，，《投保单》上设有投保人确认栏，，，，，，，，要求投保人缮写下列语句后署名：“自己已阅读包管条款、产品说明书和投保提醒书，，，，，，，，相识本产品的特点和保单利益的不确定性。。。。。。”销售职员必需就我司提供质料向投保人做出诠释提醒，，，，，，，，提醒投保人认真阅读并亲笔签字确认。。。。。。核保时我司会对上述所有投保资料上需投保人亲笔签署部分举行审审核对，，，，，，，，如发明信息填写问题，，，，，，，，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、邮件等方法，，，，，，，，向我司反应问题、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”（人工服务时间：事情日 8:30-20:30、休息日 9:00-17:30，，，，，，，，国家法定节日除外，，，，，，，，非人工服务时间可留言） 

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. 各分支机构地点：您可在公司官网“公司网点”页面盘问（/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-消耗者权益保；；；；-投诉咨询指南”（www.aegonthtf.com）

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

4. 微信公众号：w88win中文手机版全球人寿（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）投诉处置惩罚服务  Complaint handling services

我司允许公正、公正、合情、合理地处置惩罚每一件投诉案件，，，，，，，，切实包管客户的正当权益。。。。。。收到客户投诉信息后，，，，，，，，我司将于1个事情日内响应；；；；；关于事实清晰、争议情形简朴的包管消耗投诉，，，，，，，，我司自收到投诉之日起15日内做来由置决议并见告投诉人，，，，，，，，如由于案件情形重大或其他特殊缘故原由，，，，，，，，将视现真相形延伸至30~60日。。。。。。(投诉处置惩罚需外部机构举行判断、检测、评估等事情的，，，，，，，，相关时代不计入消耗投诉处置惩罚限期)。。。。。。 

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）投诉处置惩罚流程  Complaint handling procedure

注：若是您对我们分支机构消耗投诉处置惩罚效果有异议的，，，，，，，，可以自收随处置惩罚决议之日起30日内向其上级机构书面申请核查。。。。。。核查机构应当对消耗投诉处置惩罚历程、处置惩罚时限和处置惩罚效果举行核查，，，，，，，，自收到核查申请之日起30日内作出核查决议并见告投诉人。。。。。。另外，，，，，，，，您也可以通过调解、仲裁、诉讼等正当维权途径维护您的权益。。。。。。 

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.