In the wave of the global financial industry rapidly embracing artificial intelligence, a new trend is emerging.
AI is no longer just a backend tool; it is taking the form of an &#34;Agent&#34; and directly participating in customer service, decision support, and even business execution.
Banks are trying, brokerages are trying, and now it's the turn of insurance companies.
For a long time, purchasing a life insurance product meant that if you wanted to check your policy or inquire about a cancellation, you often had to wait for a manual response, resulting in slow processes and long wait times.
Especially for questions like &#34;How much have I paid?&#34; and &#34;How much can I get back if I cancel now?&#34;, which seem simple but involve personal data and rule calculations, customer service representatives are hesitant to answer casually, while customers are eager to know.
This gap between &#34;long-term commitment&#34; and &#34;immediate service&#34; has always been a challenge for the life insurance industry.
Zhi Shi Tang has found that China’s largest life insurance company—China Life—is trying to address these high-frequency and sensitive &#34;questions&#34; through a new type of AI (called AI Agent) via its overseas platform.
<h2>China Life Takes Initiative</h2>
Zhi Shi Tang has learned that China Life (overseas) recently collaborated with NetEase Zhiqi's cloud business to deploy AI Agent applications in the after-sales service segment.
According to official disclosures, the system's accuracy rate in the &#34;policy maturity and cancellation inquiry&#34; scenario exceeds 90%.
For example, when customers ask &#34;How much premium have I paid?&#34; or &#34;How much can I get back if I cancel?&#34;, previously, a manual login to the system was required to check and respond, which took a long time. Now, the AI Agent can automatically retrieve data, calculate results, and generate compliant responses, significantly shortening response times.
<h2>What Are the Pain Points for Life Insurance Giants?</h2>
For customers purchasing life insurance products, &#34;after-sales service&#34; encompasses all interactions with the insurance company after buying insurance, such as checking policies, inquiring about payments, making changes, or understanding &#34;how much can be retrieved when the policy matures&#34; and &#34;how much will be lost if canceled now.&#34;
These questions seem simple but often require customer service to manually check the system one by one, leading to longer wait times during peak periods.
Since each policy's payment records and additional benefits are different, any slight oversight during manual inquiries can lead to inconsistent responses, leaving customers confused.
For insurance companies, these inquiries actually hide complex &#34;calculations.&#34;
For example: A life insurance policy may have been paid for 5 years, 10 years, or even 20 years. Were there any payment interruptions? Were dividends or universal accounts added? How is the cash value calculated upon cancellation?
These cannot rely on memory or estimation; multiple systems must be logged into, historical records retrieved, and calculations performed step by step according to actuarial rules.
In the past, it all depended on manual operations, which not only took a long time but also risked errors due to misreading lines or inputting incorrect numbers, leading to deviations in results. If incorrect amounts were reported to customers, it could lead to complaints or even disputes.
<h2>What is AI Agent?</h2>
AI Agent refers to artificial intelligence agents, which differ from traditional chatbots.
Ordinary AI can only passively answer questions, while AI Agent (artificial intelligence agents) can proactively understand objectives, plan steps, call tools, and complete tasks.
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For example, when a customer expresses &#34;I want to understand policy cancellation,&#34; the Agent will automatically recognize the intent, retrieve policy information, calculate cash value, and explain the process, all without human intervention.
This is not easy in the financial context.
<blockquote>
Because services like insurance and banking involve a large amount of personal sensitive data and strict compliance requirements, AI cannot &#34;freely operate&#34;; every step must be conducted within preset rules. For instance, it cannot arbitrarily disclose others' policy information, nor can it make decisions on behalf of the customer; it can only provide fact-based calculations and guidance.
</blockquote>
As a result, AI Agents in the financial sector resemble &#34;professionally trained digital employees&#34;: they know what they can do, what needs to be reported, and what must be judged by humans.
Currently, in practical cases within the financial industry, when sensitive operations or complex judgments are involved, the system will still transfer to a human customer service representative to ensure both safety and experience.
<h2>Not the First Attempt</h2>
In fact, this is not the first time China Life (Overseas) has disclosed its AI transformation dynamics.
According to Zhitang, in early February this year, this insurance giant launched two AI applications in Hong Kong and Macau:
One is a 24/7 AI assistant for customers, launched on the OneService APP, which can handle common inquiries about policy status, value, maturity information, renewal methods, etc.;
The other is an AI knowledge retrieval tool for financial advisors, helping to quickly obtain product and policy information.
Both tools are developed based on the DeepSeek V3 large model, emphasizing natural language understanding capabilities and adapting to the regulatory requirements of Hong Kong and Macau.
The system design principle is: simple questions are responded to by AI instantly, while complex questions are transferred to human agents during office hours, achieving human-machine collaboration.
<h2>How Big is the &#34;Policy Capacity&#34; Behind It</h2>
According to publicly disclosed data: In 2025, China Life's overseas company performance is impressive, with profit levels reaching new highs.
<blockquote>
Specifically, last year, total premium income was HKD 49 billion, with new premium income from value-type business (converted) at HKD 10.5 billion, a year-on-year increase of 63%.
The annual comprehensive investment income reached HKD 22.15 billion, with an annualized comprehensive investment return rate of about 6%, an increase of 0.91 percentage points year-on-year.
</blockquote>
From this operational scale, it can be seen that as the number of policies increases, the volume of customer inquiries naturally rises, and relying on human monitoring for responses is both slow and costly, with a high chance of errors.
Naturally, this &#34;leading life insurance company&#34; has launched a response strategy.
From another perspective, its stable operational performance provides space for exploration in technological applications.
Risk Warning and Disclaimer
The market has risks, and investment requires caution. This article does not constitute personal investment advice and does not take into account the specific investment goals, financial conditions, or needs of individual users. Users should consider whether any opinions, views, or conclusions in this article align with their specific circumstances. Investing based on this is at one's own risk

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Against the backdrop of the global financial industry accelerating its embrace of artificial intelligence, China Life, in collaboration with NetEase Intelligent Enterprise, has launched the AI Agent application aimed at enhancing after-sales service efficiency. The system achieves an accuracy rate of over 90% in responding to inquiries about policy expiration and policy cancellation, significantly reducing the response time for customers seeking information on policies and cancellations, and addressing the issues of slowness and inconsistency in traditional manual services

- A new trend in the global finance sector sees AI as an "Agent" participating directly in customer service and decision support, including insurance.  
- China Life Insurance has partnered with NetEase to deploy an AI Agent, achieving over 90% accuracy in responding to common queries about policies, significantly reducing response times.  
- With rising policy numbers and customer inquiries, the company aims to improve service efficiency while maintaining compliance with sensitive data regulations.

China's "Life Insurance Leader" makes a major breakthrough, playing with "AI Agent"