Source: China Financial News Network
The insurance agency model has evolved over 30 years. As aging accelerates, customer needs diversify, and technology redefines service boundaries, the competition among agents is no longer about individuals—it's a battle of platforms and ecosystems.
On 10 12, New China Life Insurance unveiled a series of support initiatives at its 2026 peak conference focused on customer service ecosystems, technology, and operations. These measures reconstruct the foundational support for agent business development, transforming the service ecosystem into deliverable solutions, technology into accessible capabilities, and operations into perceptible efficiency.
Build the ecosystem foundation to expand agents' service boundaries
Pension care is the largest market at the intersection of insurance and public welfare.
At the ecosystem service level, New China Life Insurance has adopted a "3-3" strategic layout for its pension ecosystem. It covers clients throughout their entire lifecycle through three business models: institutional care, home-based care, and travel-based care. By establishing a three-tier structure—light assets for broad coverage, mid-tier assets for selective deployment, and heavy assets as the foundation—the company has built a comprehensive national service network. Through three-dimensional empowerment in products, customers, and teams, it has effectively achieved deep synergy across the entire insurance sales chain.
Underpinned by a global wellness service network, a full-lifecycle care system, an end-to-end investment and operations platform, and a fully closed-loop deep value synergy strategy, New China Life Insurance has established 46 cities with 65 wellness communities offering over 3 thousand beds. The company also operates 92 premium travel projects covering 66 domestic cities and 2 countries (3 cities). Medical marketing tools such as telemedicine consultations with Grade 3A hospitals and New China Family Medicine further empower sales teams to enhance their professional capabilities and client management skills.
At the same time, New China Life continues to upgrade its seven-ecosystem services—medical care, health management, senior living, business education, leisure, and culture—and launches the renewed Xinhua An 2.0 edition. Expanding from 2 service categories to 5 covering community entertainment, daily living assistance, medical healthcare, rehabilitation nursing, and safety protection, it features a four-in-one butler team dedicated to entertainment, lifestyle, safety, and health—truly bringing professional full-scenario elderly care home.
In the education and business travel sector, New China Life continues to enhance existing initiatives such as its partnership with New Oriental and the Customer Service Festival, while launching a new Youth Club experience. The company focuses on organizing high-quality activities for key emerging customer segments through systematic programs. It also upgrades service tools—including education consulting and business travel benefits—to support customers' pursuit of a quality lifestyle.
Tech-powered: AI drives more efficient business development
In recent years, New China Life has made "AI+" a core strategic priority. Guided by the vision of a Digital, Intelligent, and Innovative New China Life, we have built an AI agent ecosystem across key business journeys—including customers, policies, products and services, agents, and assets—to drive the continuous evolution of digital employees.
On the AI infrastructure front, New China Life Insurance has deployed a thousand-card computing cluster to build domestic model supply and a three-tier capability architecture. It is leading in five key business scenarios with digital employees including an intelligent sales advisor, an on-the-go AI training coach, a group insurance bidding expert, an immersive AI interviewer, and a bancassurance operations partner.
The Business Development Advisor enables instant answers to product inquiries, on-demand solution recommendations, and one-click content generation, with a 98% accuracy rate on internal standard assessments. The Training Coach captures the expertise of 2000 instructors into 5000 AI coaches, covering 37 practice scenarios—turning mentor knowledge into immediately accessible skills. The Bid Expert assists in proposal generation and intelligent document validation, making it a reality to stop pulling all-nighters alone for tight deadlines. The AI Interviewer delivers smart resume screening and immersive interview capabilities, reducing the hiring cycle from 29.8 days to 8 days. The Insurance-Bank Operation Partner significantly improves integration efficiency between banks and products, with full-process tracking and auditability.
Boost operational efficiency—digital tools make business management effortless.
A thriving ecosystem requires efficient operations to support it.
Sino Life Insurance upgrades dual platforms for sales teams and customers. For the team side, "New Era" focuses on urgent needs through "culture-driven empowerment, ecosystem enablement, and process efficiency," making sales easier. For customers, "Mobile Sino," "WeChat Official Account," and "Official Website" serve as core channels, leveraging "ecosystem aggregation, scenario expansion, and smart processing" to broaden online service coverage, shorten processes, and enhance usability.
Taking the "New Era" platform for agencies as an example, the upgraded version launches a comprehensive service ecosystem that unifies ten key areas: healthcare, wellness, elderly care, culture, finance, tax, legal, business, education, and leisure. Agents can now compare Xinhua Family Office, Xinhua Zunrui, and Xinhua An across all membership tiers—Black Diamond, Blue Diamond, New Diamond, and 5 Star—all on one screen. With one-click access to essential tools, this eliminates traditional sales hurdles like difficulty locating services or cumbersome comparisons. Users can also freely reorder functions and drag-and-drop tags, delivering a single-page, holistic analysis tailored to clients' needs throughout their entire lifecycle. Features such as unified renewal and collection processing, customer-level repayment reminders, and pre-displayed rules for new riders continue to reduce workload and boost efficiency for frontline teams.
On the client side, using the "Zhongshang Xinhua" app as an example, the upgrade enables direct air-counter access and adds 26 service entry points, covering all high-frequency preservation tasks online. It also provides exclusive service channels for premium and elderly customers, enabling one-on-one video processing to precisely match their differentiated service needs. While extending service coverage, the experience for handling high-frequency tasks is further enhanced. Customers can now submit additional premiums through a fully online process with clear display of contribution limits, achieving successful submission in a single attempt. Additionally, one-stop preservation services and intelligent claims application services are introduced to deliver a smooth and convenient customer experience.
