#China #Shanghai #Ping An #Emergency Assistance #AI service

Ping An Launches Service Year 2026

Ping An Insurance (Group) Company of China, Ltd. recently announced major enhancements to its services as part of the new initiative dubbed “Service Year 2026.” As part of this initiative, Ping An has significantly upgraded its AI-powered Express Service and Global Emergency Assistance offerings.

These enhancements underline Ping An’s ongoing commitment to improving customer experience and ensuring safety through technology-driven services as the Group advances its "finance + services" business model.

AI-Powered Express Service

The upgraded Express Service utilizes advanced AI to simplify complex service processes across various applications and situations. This innovative approach provides customers a unified access point, allowing them to carry out transactions, obtain financing, submit claims, and address urgent requests using just a single sentence. This service merges online processing with real-world resources, connecting users seamlessly with service outlets, healthcare institutions, assistance for car owners, and rescue teams.

Moreover, the Global Emergency Assistance service has also seen significant enhancements. Backed by a worldwide rescue network, this upgraded service is driven by a philosophy known as the 3A service: Anytime, Anywhere, and Anything. It now includes an impressive array of 38 different services encompassing over 100 types of emergency situations in three main environments: home, outdoors, and abroad.

During the announcement event, Michael Guo, Co-CEO of Ping An Group, emphasized the company’s focus on customer-centric service. He stated that regardless of the complexities involved in financial services, everything should revolve around the customer’s needs. “By upgrading our services,” Guo remarked, “we aim to minimize friction, fortify protection, and provide essential value to our customers’ everyday lives.”

Understanding Customer Needs

The recent upgrades stem from Ping An's comprehensive understanding of evolving customer needs. Customers are now seeking improved service experiences, enhanced safety measures, and better support for elderly individuals.

As complexities increase in managing numerous financial products across varied accounts, convenience and efficiency have become paramount. Furthermore, shifts in demographics, particularly the aging population and increased mobility, have heightened the demand for safety and emergency support. Specifically, services that cater to the aging demographic and address health, care, and dignity remain inadequate, necessitating a more structured approach.

In response, Ping An has introduced its “Three Ones” service framework: (
1) One sentence to complete requests via Express Service,
2) a one button for immediate emergency responses through Global Emergency Assistance, and
3) the development of a Life Dignity Protection Service designed to safeguard lifelong dignity.

In 2025, the company reported approximately 90 million average monthly active online users, marking it as one of the most visited platforms within China’s financial services sector. Additionally, its Global Emergency Assistance network is expansive, covering 233 countries and regions and effectively assisting customers with various overseas emergencies.

AI-Enabled Solutions

Ray Wang, Chief Technology Officer of Ping An Group, described the AI-enhanced Express Service as a transformation from basic information tools into effective service execution platforms. This AI-infused assistant is specifically tailored for Ping An’s extensive client base of 251 million, integrating over 300 digital services to comprehend customer requests, streamline workflows, and activate necessary services. Furthermore, it enables proactive service management by identifying potential gaps in processes and addressing them at critical junctures.

Wang reiterated the company’s dedication to consumer protection, ensuring transparent and accountable algorithm governance alongside robust data security measures like privacy computing and multi-layer encryption. Inclusive service design is also a priority, allowing customers from all demographic segments to engage seamlessly.

Enhancements in Global Emergency Assistance

Shi Weiyu, General Manager of Ping An Life, detailed the improved Global Emergency Assistance service and its guiding 3A framework. The company operates a 24/7 global assistance center that facilitates rapid responses through the in-app “SOS One-Click Help” feature and the hotline number 95511-9. This extensive network connects more than 200,000 healthcare institutions and 600,000 service providers, enabling the mobilization of rescue resources in as little as 20 minutes.

The service now combines intelligent devices and a smart platform that monitors risks, connects rescue procedures, medical treatment, rehabilitation, and claims processes to help customers conserve time and expenses efficiently. Future plans include further integrating the Global Emergency Assistance into product offerings and customer benefits within various Ping An subsidiaries, notably with upcoming offerings from Ping An Bank.

Looking Ahead

Ping An is steadfast in continuing its service-oriented strategy through the ongoing enhancements of the Express Service and Global Emergency Assistance. Additional initiatives, including the forthcoming Life Dignity Protection Service, are being prepared to translate customer needs into actionable services. By fortifying its position as a comprehensive provider of financial, healthcare, and eldercare solutions, Ping An aims to meet the diverse needs of its expanding customer base.