Ping An Life: Seeking development through innovation and continuing to improve the quality and efficiency of financial services

From November 18th to 19th, Shenzhen will usher in the 33rd Informal Leaders’ Meeting of the Asia-Pacific Economic Cooperation (APEC) in 2026. This APEC summit has the theme of "Building an Asia-Pacific Community and Promoting Common Prosperity" and regards "openness, innovation and cooperation" as three priority areas.

As a local insurance company originating in Shenzhen and taking root in the Guangdong-Hong Kong-Macao Greater Bay Area, Ping An Life adheres to the spirit of innovation and is based on its main insurance business. It carries out a series of innovative explorations around upgrading customer needs, empowering technological changes, and serving the real economy. It continues to promote the quality and efficiency of insurance services, and empowers people's livelihood protection and industry development.

Model innovation "insurance + service" expands the connotation of protection

As health and longevity become the common expectation of more and more families, what people need is no longer just financial compensation after the disease occurs, but also daily health management, early disease screening, medical support and long-term care. Focusing on this change, Ping An Life continues to innovate the "insurance + service" model to achieve the transition from compensation to companionship, extending the value of insurance to a full-cycle, one-stop comprehensive solution.

In terms of health management, Ping An Life and Ping An Good Doctor have upgraded and launched the "Safe Home" service brand. The "7 Good" services cover seven major scenarios: sleep management, nutrition management, functional improvement, multi-morbidity management, medical guide, global medical and drug search, and intelligent protection. It provides one-stop services from diet, sleep, exercise to medical health and safety protection, integrating health management into daily life. As of September 30, 2026, a total of more than 320,000 customers have been qualified for Ping An Home Services.

In response to aging, Ping An Life and Ping An Good Doctor launched "Brain Health Services" to build a full-cycle health care service system for Alzheimer's disease covering "early screening, diagnosis, treatment, and care", organically combining early disease screening, diagnosis and treatment resource connection, and home health care support.

In terms of high-quality health care, Ping An Life continues to improve its layout and build a one-stop elderly care solution covering the entire life cycle of the elderly. As of the end of September 2026, Ping An's high-quality health care community projects have been deployed in 5 cities, with a total of 6 projects, of which Shanghai Yinian City Jing'an No. 8 and Shenzhen Yinian City Futian have both been put into operation.

In terms of long-term care, Ping An Life has innovatively launched the "Anshu" nursing insurance in response to the persistent economic and care pressure that risks such as disability and dementia may bring, integrating the dual care model of "pension annuity + nursing protection" to accurately respond to families' needs for elder care risk management in the age of longevity.

From medical treatment compensation to health management and long-term care, the boundaries of security are broadening little by little, and the granularity of services is also becoming thinner.

AI empowers optimization of customer experience and business management

Innovation also occurs in the company's own operations. Ping An Life has embedded artificial intelligence, big data, biometrics and other technologies into the entire business process to build an "AI matrix" covering customer service, claims, consumer protection and risk control, optimizing customer experience while improving the sophistication of operation and management.

In terms of customer service, make response more efficient. OCR extracts more than 30 kinds of materials and more than 300 fields in seconds, such as ID cards, medical records, invoices, etc., and supports the preservation of more than 80 million items and the settlement of claims over 4 million items annually, and the data entry time is reduced by 40%. On the claims side, the big language model integrates the "111 Speedy Compensation" that "reports cases in one sentence, uploads them in one click, and reviews them in one minute." In 2025, 93% of cases will be reviewed within 60 seconds, and more than 2.08 million cases will be paid within 30 minutes. Flash claims will account for 60%. With one more layer of responsibility for the system, there is one less hurdle for customers to overcome.

In terms of risk prevention and control, the line of defense is moving forward. The consumer protection intelligent review agent parses documents in more than ten formats, covering 32 types of risk scenarios, and automatically identifies exaggerated promises and loopholes in clauses. The online rate is 100% and the efficiency is improved by 44%. AI-assisted complaint processing shortens the average case length by 35% and the audit accuracy rate exceeds 86%. On the risk control side, the "face + certificate + signature" trinity verification intercepts counterfeiting activities such as copycats and signatures. The average identity recognition accuracy exceeds 98.1%. Preservation risk control is called an average of 350,000 times a day. Voiceprint recognition locks in black and gray products such as agency refunds with an accuracy of 90.1%. In addition to efficiency there is safety, both supported by a technical base.

From improving service efficiency to strengthening risk prevention and control, AI not only brings faster business performance, but also makes services more convenient, management more accurate, and customer rights and interests more secure.

Patient Capital uses insurance capital to activate technological innovation momentum

Innovation goes beyond doing your own thing well. The large scale and long term of insurance funds are naturally consistent with the characteristics of large R&D investment and long return cycles of scientific and technological innovation enterprises. They are typical "patient capital". Ping An Life leverages its long-term capital advantages and directs financial resources to technological innovation and modern industrial system construction through equity investment, debt investment and other diversified forms, allowing innovation to extend from its own business to the industrial end.

In terms of direction, the new productivity layout centered on the "15th Five-Year Plan" focuses on emerging fields such as AI algorithm computing power, embodied intelligence, high-end equipment, innovative drugs, and commercial aerospace. Public reports show that Ping An Life’s investment in supporting technology companies exceeds 250 billion yuan.

Regionally, in 2024, Ping An Life, together with the Shenzhen Municipal Government and other relevant parties, will set up a private equity investment fund with a scale of 10 billion yuan, focusing on Shenzhen's "20+8" industrial cluster, directing long-term capital to the front line of technological innovation and industrial upgrading in the Greater Bay Area.

While using AI to transform its own services and management, it also uses long-term funds to accompany technological innovation companies through the research and development cycle. Innovation is not only a way to do a good job in the main insurance business, but also another way to serve the real economy.

From deepening the health and pension security, optimizing the financial service experience, to accurately empowering technological innovation with long-term capital, behind the series of explorations is Ping An Life's responsibility to adhere to its original intention of insurance and serve the overall development. Guided by the concepts of openness, innovation and cooperation advocated by the APEC Summit, Ping An Life will continue to leverage the advantages of local insurance companies, actively integrate into the development pattern of the Guangdong-Hong Kong-Macao Greater Bay Area and the Asia-Pacific region, and continue to contribute its insurance power to jointly building the Asia-Pacific community and promoting common prosperity in the region.