--- title: "Escort 3•15: Cigna & CMC Protect Financial Consumer Safety Through Long-term Practices" type: "Topics" locale: "en" url: "https://longbridge.com/en/topics/39338938.md" description: "Recently, China Merchants Cigna Life Insurance Co., Ltd. (hereinafter referred to as "China Merchants Cigna"), in line with the 2026 "3•15" financial consumer rights protection education and publicity requirements, and under the campaign slogan "Clearing the Financial Network, Safeguarding Assured Consumption," organized its 30 nationwide branches to carry out a matrix-style publicity campaign covering both online and offline channels. The campaign aims to popularize knowledge on preventing financial consumption risks among the public, guide the public to rationally safeguard their legitimate rights and interests, and jointly create a safe and secure financial consumption environment. This publicity campaign is also one of the concrete practices of China Merchants Cigna in integrating consumer protection education into daily operations and making it a routine..." datetime: "2026-03-18T13:07:04.000Z" locales: - [en](https://longbridge.com/en/topics/39338938.md) - [zh-CN](https://longbridge.com/zh-CN/topics/39338938.md) - [zh-HK](https://longbridge.com/zh-HK/topics/39338938.md) author: "[财见caijian](https://longbridge.com/en/profiles/13190262.md)" --- # Escort 3•15: Cigna & CMC Protect Financial Consumer Safety Through Long-term Practices Recently, Cigna & CMC Life Insurance Co., Ltd. (hereinafter referred to as "Cigna & CMC"), in line with the requirements for financial consumer rights protection education and publicity for the 2026 "3•15" campaign, with the slogan "Clear Financial Network, Guarding Peaceful Consumption," organized its 30 branches nationwide to carry out matrix-style publicity activities covering both online and offline channels. The focus is on educating the public about financial consumption risk prevention, guiding them to rationally safeguard their legitimate rights and interests, and jointly creating a safe and secure financial consumption environment. This publicity campaign is also one of the concrete practices of Cigna & CMC integrating consumer protection education into daily operations.   Protecting the legitimate rights and interests of financial consumers is a concentrated reflection of the political and people-oriented nature of financial work, and it is also the cornerstone for financial institutions to achieve high-quality development. As a Sino-foreign joint venture life insurance company, Cigna & CMC has always placed consumer protection work at a strategic height in its business development, continuously strengthening institutional mechanisms. Through comprehensive innovation in concepts, technology, and management, it promotes the continuous optimization of consumer protection management and service quality. **Strengthening Top-Level Design, Uniting All Staff in Consumer Protection Efforts** As a systematic task, solid top-level design and a culture of full participation are fundamental for stable and long-lasting consumer protection work. Cigna & CMC incorporates consumer protection into its overall corporate strategy and annual key tasks, ensuring resource investment matches strategic goals. In terms of governance structure, it has established a three-tier consumer protection work system: "decision-making layer - management layer - execution layer." The decision-making layer, led by the board of directors and the Consumer Protection Committee, formulates strategies and oversees implementation. The senior management leads the establishment of special working committees to coordinate resources and drive implementation. The execution layer, with the consumer protection department at its core, coordinates with multiple front, middle, and back-office departments and various working groups to advance work collaboratively. Consumer protection requirements permeate the entire chain of product design, marketing and promotion, underwriting and claims, and customer service, achieving "full staff, full process, full business" consumer protection management. In terms of operational models, the company has specially formed centralized processing teams and teams to combat illegal "proxy surrender" activities, leveraging professional and resource-intensive advantages to solve complex consumer protection issues, forming a new complaint management mechanism that combines "online resolution and on-site resolution." Since its operation in 2025, the company's complaint disputes have decreased by nearly 19% year-on-year, strengthening the balanced development of consumer protection capabilities across the entire system. **Deepening Theoretical Research, Solving Industry-Wide Common Problems** Faced with the common problem of a high proportion of surrender-related complaints in the life insurance industry, Cigna & CMC adheres to the principle of research first and source governance, promoting the transformation of consumer protection work from "passive handling" to "active prevention." Under the guidance of regulatory authorities, the company systematically studied the laws, regulations, regulatory practices, and industry customs in mature markets like the United States regarding insurance surrender. Combining the actual situation of the Chinese market, it explored methodologies to solve the problem of surrender complaints, seeking a basis for scientifically and effectively formulating complaint dispute resolution strategies. By deeply analyzing the evolution process of customers from initially experiencing service "pain points," accumulating "dissatisfaction," initiating "complaints," to the "escalation" of disputes, the company established a "Customer Problem Escalation Funnel Model." Based on this insight, it intervenes and resolves issues early, before service "pain points" transform into complaints. Since its operation in 2025, the proper resolution rate of complaint disputes has increased by 10%, once again verifying the direct guiding value of theoretical research for practice. **Building an Intelligent System, Achieving Source Risk Control**   Cigna & CMC actively embraces cutting-edge technologies such as artificial intelligence and big data, empowering the entire chain of consumer protection work with technology, promoting an upgrade from "experience-driven" to data-driven and intelligent prevention and control. By launching a self-developed AI agent to assist manual consumer protection reviews, review efficiency has significantly improved. In 2025, the company completed a total of 5,671 product and service reviews, with 100% coverage, ensuring that promotional materials for consumers are legal and compliant. In accordance with suitability management requirements, system modifications were completed, achieving automatic matching and control of customer risk tolerance levels, product classification and grading, and sales personnel qualifications, effectively preventing mismatching risks. The sales quality management model was upgraded, with precise checks on sales recordings and online communication records, increasing coverage to 100%, effectively avoiding potential problems in the sales process. A traceability and rectification monitoring mechanism was also established, focusing on six indicators of the life insurance policy lifecycle, such as post-visit qualification rates, to identify issues requiring rectification. Ultimately, closed-loop management and continuous improvement of traceability and rectification were achieved through measures such as optimizing product design, improving sales scripts, and revising operational processes. **Cracking Down on Black and Gray Industries, Protecting a Healthy Financial Ecosystem** In response to illegal "proxy surrender" black and gray industries that infringe upon consumers' legitimate rights and interests and disrupt financial market order, Cigna & CMC attempts to continuously squeeze the living space of black and gray industries through multi-pronged efforts in technical identification, judicial coordination, and financial education, effectively protecting consumers' legitimate rights and interests from infringement. The company has established an abnormal "proxy surrender" behavior identification model internally, setting six identification dimensions and 28 typical behavioral characteristic tags to screen complaint scenarios and surrender applications, accurately capturing clues of illegal "proxy surrender" issues. At the same time, the company deepens cross-entity coordination with regulatory authorities, public security organs, and industry associations, transforming internally discovered risk clues into a basis for external joint crackdown actions, deeply participating in building a financial security ecosystem. In addition, the company continues to carry out publicity on the risks of illegal "proxy surrender," dismantling the tactics of black and gray industries through multiple channels, helping consumers recognize the dangers and stay away from traps. It has also publicly established a "Special Reward for Clues on Black and Gray Industries" to actively encourage all sectors of society to report clues of illegal and irregular "proxy surrender" behaviors, clearing the breeding ground for black and gray industries from within. Since 2023, Cigna & CMC has cooperated with public security organs in multiple locations to promote the filing of 10 related cases, cumulatively dismantling 15 illegal "proxy surrender" dens. Currently, many individuals involved have been formally sentenced, forming a strong judicial deterrent to black and gray industries in the sector. From building systems to honing internal skills, from preventing risks to purifying the ecosystem, Cigna & CMC's consumer protection practice is not a one-off for 3•15, but a daily, year-round commitment of careful guardianship. In the future, Cigna & CMC will continue to adhere to the original intention of finance serving the people, further deepen the application of new technologies such as AI and big data in scenarios like consumer protection education, risk warning, and dispute mediation, promoting consumer protection work from "solving the known" to "foreseeing the unknown." With practical measures, it aims to enhance consumers' sense of gain, happiness, and security, contributing greater strength to building a harmonious and healthy financial ecosystem and promoting the high-quality development of the insurance industry. ### Related Stocks - [03968.HK](https://longbridge.com/en/quote/03968.HK.md) - [600036.CN](https://longbridge.com/en/quote/600036.CN.md)