One sentence can get things done, one button can handle emergencies! Ping An's 'Service Year' significantly upgrades AI express service and global emergency rescue services

On April 9, Ping An held a service upgrade launch event, announcing that it would take the 2026 'Service Year' as an opportunity to significantly upgrade two innovative services: AI 'Express Service' and 'Global Emergency Rescue.' Driven by technology at its core, Ping An's 'Express Service' simplifies various service processes, integrating multiple internal apps and service scenarios, providing customers with an AI assistant that 'gets things done with one sentence,' achieving 'one entry point, one-stop solution.' Relying on its global rescue service network and adhering to the '3A' philosophy of 'Anytime (full-time response), Anywhere (global rescue), Anything (wholehearted protection),' Ping An’s global emergency rescue service addresses over a hundred types of urgent risk events across three major scenarios—home, outdoors, and overseas—and has upgraded to provide 38 services, safeguarding customer security.

At the launch event, Ping An's co-CEO Guo Xiaotao announced the start of the 2026 'Service Year,' proposing the service proposition of 'Professionalism, the Ping An in your heart,' systematically explaining the strategic background of the service upgrade. Since its establishment, Ping An has always regarded service as its foundation, adhering to the development concept of 'customer-centricity,' actively responding to national strategies, and using service to protect the happiness of millions of families. This service upgrade is both a trend moving from 'Made in China' to 'Served by China' and an in-depth implementation of the innovative 'finance + service' model to meet the experience needs, safety needs, and retirement needs of hundreds of millions of customers.

Focusing on the new three major needs, upgrading to introduce the 'three ones' service

'A tree may grow a thousand feet tall, but its roots lie deep in fertile soil. The development of enterprises is like trees; only deep roots can stand firm and better withstand storms. Ping An's service has always been deeply rooted.' Guo Xiaotao introduced that this service upgrade by Ping An is based on a profound insight into customers' 'new three major needs': First, 'experience needs,' where customers face inconvenience and anxiety caused by complex financial products and multi-account bills due to being 'time-consuming, laborious, and costly.' Second, 'safety needs,' as population mobility increases and aging intensifies, accidental risks are becoming more frequent. Third, 'retirement needs,' with insufficient service supply suited for an aging society, involving issues of health, companionship, care, and dignity for over 190 million elderly living alone.

Focusing on the new era demand of 'investing in people,' Ping An hopes to provide customers with the 'three ones' service: Express Service to achieve 'getting things done with one sentence,' Global Emergency Rescue Service to achieve 'handling emergencies with one button,' and Life Dignity Assurance Service to ensure 'a lifetime of dignity and protection' (this service is currently under preparation). According to the annual report, in 2025, Ping An's average monthly active online users will be about 90 million, making it one of the highest traffic entries in the financial industry; 'Express Service' significantly enhances customer interaction frequency and service experience. To date, Ping An’s global emergency rescue service network has covered 233 countries and regions worldwide, provided rescue services during multiple overseas emergencies, and has successful rescue cases in many parts of the world.

'We leave complexity to ourselves and simplicity to our customers.' Guo Xiaotao said that comprehensive finance returns to the core point of 'customer-centricity,' no matter how complicated financial businesses are. Ping An holds licenses for full-spectrum financial services, a rich product system, and a vast customer base, covering nine needs such as buying cars, purchasing homes, buying insurance, investing, saving, credit cards, healthcare plus retirement, and also directly facing various service pain points of these customers. Since launching the 'service commitment' in 2009, Ping An has repeatedly used the slogan 'Service Year.' From a 'one-call connection' 95511 twenty years ago, to 'one-day claims settlement' ten years ago, to today's 'three ones' service, Ping An continuously upgrades service measures and raises service standards, fulfilling the promise of 'professionalism makes life simpler' through concrete actions, bringing real 'peace' to a wide range of customers.

AI Assistant That 'Gets Things Done with One Sentence' – From Passive Response to Proactive Management

At the launch event, Ping An's Chief Technology Officer Wang Xiaohang provided a detailed introduction to the AI 'Quick Service.' With the emergence of innovative AI applications, AI is transitioning from an 'information tool that can provide consultation' to a 'service portal that can get things done.'

'Quick Service' is an exclusive financial AI assistant developed for Ping An’s 251 million customers, capable of handling transactions, financing, claims processing, and emergency assistance. Through 'Quick Service,' customers can conveniently access Ping An’s financial, healthcare, wellness, and lifestyle services with just one sentence. In addition to managing tasks online, 'Quick Service' connects users to a wide range of professional offline resources, such as branches, hospitals, health institutions, vehicle owner services, and rescue services.

'Quick Service' represents Ping An's systematic re-engineering of the 'service experience' in the AI era. By using 'Quick Service,' Ping An has created a series of typical online service scenarios focused on high-frequency, high-value customer needs, such as 'transactions, financing, claims processing, emergency assistance, one-stop service, and getting things done with one sentence.'

Behind 'Quick Service' lies Ping An's long-term accumulation of technological advantages and upgrades in AI technology and its applications. Wang Xiaohang explained that at the AI technology level, Ping An has encapsulated more than 300 digital services, enabling the AI assistant to accurately understand customer intent, break down tasks, plan workflows, and invoke services. Additionally, it has built proactive service capabilities, allowing the AI assistant to continuously stay online, understand personalized customer needs, proactively recommend solutions, identify process gaps, and intervene early in key steps, transforming service from 'passive response' to 'proactive management.'

Adhering to the protection of consumer rights, making services warmer. In algorithm governance, Ping An ensures transparent and traceable decision-making logic and presents information objectively and comprehensively, safeguarding fair trade and autonomous choice. In terms of information security, privacy computing and multi-layer encryption technologies are used to build comprehensive protection for consumer accounts and data. For service inclusivity, ongoing upgrades to age-friendly modifications ensure that customers of all ages can enjoy a quality service experience.

'One Button for Rescue,' Integrated into Products and Customer Benefits

Against the backdrop of global integration and accelerated population mobility, the public’s demand for safety is growing increasingly urgent. To address over a hundred potential emergency risks across three major scenarios—home, outdoors, and overseas—Ping An has integrated global rescue resources to create a comprehensive rescue system covering 38 services, including on-site emergency verification, medical escort, medical transport, wilderness search, and safe evacuation. Each service has established clear standards and protocols, and post-service client feedback loops ensure service quality, achieving standardization and refinement in rescue processes.

At the event, Ping An Life General Manager Shi Weiyu systematically outlined the '3A' service philosophy for emergency rescue services: Anytime (full-time response), Anywhere (global rescue), Anything (wholehearted protection).

'Full-time response' always on standby, Ping An's emergency rescue service is available around the clock. According to reports, Ping An has established a 24/7 global emergency rescue service center without time differences and provides second-level responses to customer rescue requests through the 'SOS one-touch call' function within the Ping An app and the '95511-9' service hotline.

"Global Rescue" demonstrates comprehensive strength, with resources mobilized within an average of 20 minutes. Currently, Ping An has extensively connected with global professional rescue organizations, with a cooperative network covering more than 200,000 medical institutions and 600,000 high-quality service providers, reaching 233 countries and regions worldwide. It can quickly mobilize global rescue resources within 20 minutes.

"Wholehearted Protection" acts as a trustworthy security guardian for clients. Through over 20 intelligent home devices covering behavior, environment, and vital signs monitoring, Ping An automatically contacts the service center upon detecting any anomalies. The intelligent hub proactively searches for major emergencies around the clock, identifies Ping An clients at risk, and integrates the entire process from "rescue-medical-rehabilitation-compensation," ensuring clients truly experience convenience, time savings, and cost efficiency.

Shi WeiYu introduced that Ping An has currently integrated global emergency rescue services into the product and client benefits systems of multiple subsidiaries. Eligible clients of Ping An Life and Ping An Bank are entitled to emergency rescue benefits; policyholders of Ping An Property & Casualty's "Ping An 24" or "Ping An Travel" emergency rescue product series, and those insured under Ping An Health Insurance’s group high-end medical insurance or "Yixiang High-End Medical Insurance," will enjoy this service. Recently, Ping An Bank will also launch the "Ping An Bank Global Guardian Credit Card," which includes emergency rescue services.

Ping An stated that by 2026, the company will continue to deepen its "finance + service" business model. By upgrading three innovative services—"one-sentence processing" quick service, "one-button emergency" global emergency rescue, and "lifetime dignity protection" life dignity assurance—the company is committed to transforming every customer need into tangible, perceptible service scenarios. It aims to further upgrade the "finance + service" business model into a reliable, quality lifestyle, providing higher value-for-money health and retirement experiences, creating value through service, and using expertise to ensure peace of mind.

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