（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（国家法定节日除外）人工服务、全年24小时语音自助服务。客户可通过电话进行保单信息查询、理赔报案、地址变更、咨询投诉等；非人工服务期间，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开通“网上自助服务平台”，通过该平台，客户不仅可对名下保单的详细信息进行查询，还可进行理赔报案、地址账户变更、投连账户转换等多项内容的自助操作；该平台的“在线客服”功能可实现实时互动，人工服务时间内（工作日8:30-20:30、休息日 9:00-17:30，国家法定节日除外），由专业客服人员即时回复客户疑问，方便快捷；非人工服务期间，客户可在该平台进行留言。同时，为便于客户更好的了解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、保全变更指南、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个工作日内安排专人跟进处理。 

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）快速理赔  Rapid claim

我司承诺公平、公正、合情、合理地处理每一件理赔案件。对于申请资料齐全、责任明确且无须照会/调查的疾病住院、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个工作日内做出理赔决定。情形复杂的，在30日内（自我司收到客户理赔申请之日起计算）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、责任明确且无须照会/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。情形复杂的，在30日内（自我司收到客户理赔申请之日起计算）做出理赔决定。与客户达成赔偿或者给付保险金协议后10日内履行赔偿或者给付保险金义务。 

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.

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，自作出核定之日起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

对于理赔申请资料不完整、填写不规范、或经审核需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，告知客户需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）快速处理 Quick processing

自收到资料齐全、符合合同约定条件的保全申请之日起2个工作日内完成受理。不涉及保险费缴纳的保全申请，自受理保全申请之日起5个工作日内处理完毕；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个工作日内处理完毕。若保全涉及体检的，体检所需时间不计算在前款规定的期限内。 

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

若保全申请资料不完整、填写不规范或者不符合合同约定条件的，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） 及时通知  Prompt notice

为切实维护客户的权益，避免因遗忘交费而对保险效力产生影响，我司对于约定分期（月交件除外）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示。考虑到客户感受，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示。对于保险合同效力中止，自中止之日起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中止通知，并告知合同效力中止的后果及效力恢复的方式。 

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）专人维护  Maintenance by special personnel

为加强对客户保险合同的后续维护，我司设立专业电话续期服务团队，提醒客户及时交纳续期保费，针对失效的保单，指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

对于投保人为个人的一年期以上（不含一年）人身保险新单业务，在犹豫期内进行100%新契约回访。回访首先采用电子化回访或者电话回访，电话回访失败的客户，通过书面回访进行补充。回访话术严格按照保监会的要求制定和执行，回访结果详细记录，电话回访全程录音， 回访录音及相关资料妥善保存，保存时间符合监管机构要求。

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）风险提示 Risk reminder

对于投保新型产品的客户进行风险提示，对于各地保监局规定的特殊人群延长犹豫期，切实保障客户权益。 

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

对于资料齐备、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

对于投保单填写错误、或所附资料不完整、或经审核需要进行体检的，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，告知客户需要更正或补充的内容。我司收到符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）如实告知，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。销售人员必须根据客户的经济能力、风险承受能力、个人意愿等，帮助客户选购合适的保险产品。销售人员必须如实向客户讲解保险条款，包括保险责任、除外责任、犹豫期的权益、退保损失等，提示产品的特点和风险，不承诺超出保险合同规定的其他利益。如实告知、诚信销售、从客户需求出发、尊重客户意愿，真正实现保险产品的社会保障功能。 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）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签名：“本人已阅读保险条款、产品说明书和投保提示书，了解本产品的特点和保单利益的不确定性。”销售人员必须就我司提供材料向投保人做出解释提醒，提示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进行审查核对，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”（人工服务时间：工作日 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. 各分支机构地址：您可在公司官网“公司网点”页面查询（https://www.aegonthtf.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 (https://www.aegonthtf.com/aboutUs/gswd/index.shtml)

3. 官方网站：“官网首页-消费者权益保护-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：同方全球人寿（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）投诉处理服务  Complaint handling services

我司承诺公平、公正、合情、合理地处理每一件投诉案件，切实保障客户的合法权益。收到客户投诉信息后，我司将于1个工作日内响应；对于事实清楚、争议情况简单的保险消费投诉，我司自收到投诉之日起15日内做出处理决定并告知投诉人，如由于案件情况复杂或其他特殊原因，将视实际情况延长至30~60日。(投诉处理需外部机构进行鉴定、检测、评估等工作的，相关期间不计入消费投诉处理期限)。 

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）投诉处理流程  Complaint handling procedure

注：如果您对我们分支机构消费投诉处理结果有异议的，可以自收到处理决定之日起30日内向其上级机构书面申请核查。核查机构应当对消费投诉处理过程、处理时限和处理结果进行核查，自收到核查申请之日起30日内作出核查决定并告知投诉人。另外，您也可以通过调解、仲裁、诉讼等合法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.