（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.
