A, analysis and tracking, into the employee performance appraisal
Property insurance companies conduct investigation and analysis according to the opinions provided by customers, and formulate relevant performance appraisal systems, and the responsibility lies with people. In the process of claim settlement, the staff are required to communicate with customers in time, and set up complaint boxes and telephone return visits. Customer dissatisfaction is really the responsibility of our company's personnel, which is implemented personally and included in the performance appraisal of employees in the current month, so as to motivate employees' work enthusiasm and serious and responsible attitude, thus improving service satisfaction.
Second, reasonable scheduling, improve the speed of the website.
In view of the problems existing in the survey feedback list, the company has made a scientific and detailed relevant system and schedule according to the specific situation of the company's employees after careful research to ensure that the employees arrive at the scene at the first time. Through reasonable scheduling, the speed of staff arriving at the site is accelerated, and at the same time, the on-site situation is accurately and timely grasped, which guarantees the interests of our customers and embodies the company's service concept.
Third, professional guidance to reduce claims contradictions and disputes.
There are also corresponding contradictions and disputes between the company and customers in the process of claim settlement, mostly because of the lack of staff guidance services. In view of this situation, the company strengthened the training of employees' survey skills, required employees to fully master the survey professional knowledge, formulated assessment standards, and conducted spot checks by unit leaders, systematically studied the experience of the first training course for auto insurance survey and loss assessment personnel in the province, ensured timely and accurate claim settlement during survey, and reduced contradictions and disputes caused by unsatisfactory procedures, processes and amounts.
Four, correct attitude, establish a sense of post service
The insurance industry is a service industry, so we must establish a sense of service and promote the stable and healthy development of the company. Employees are an important factor representing the company's image. Based on the protection of the interests of salespeople, the company established the database of insurance personnel through the association platform, and began to screen from the source of employment, so as to improve the entry threshold and increase the "gold content" of employees. The progress of society requires employees to know more about the industry and salespeople, and learn to actively communicate with others to improve their performance. At the same time, when communicating with customers, we should pay attention to gfd, polite language and civilized language; Strong adaptability, quick response, doing things for interest, forming a standardized service model and establishing a company brand image.
Insurance Company Rectification Report 2 The Company and all staff of the Board of Directors guarantee the truthfulness, accuracy and completeness of the announcement, and shall be jointly and severally liable for any false records, misleading statements or major omissions in the announcement.
After written deliberation by all members of the board of directors of the company, this report was unanimously adopted.
On March 19, xx, China Securities Regulatory Commission issued the Notice on Matters Related to Strengthening the Special Activities of Corporate Governance of Listed Companies (No.xx28). On April 23 of the same year, Beijing Securities Regulatory Bureau issued the Notice on Governance Supervision of Listed Companies under the jurisdiction of Beijing Securities Regulatory Bureau. Beijing Securities Regulatory Bureau issued [xx] 18, requiring listed companies to seriously carry out special corporate governance activities, and effectively improve the level of corporate governance through three stages: self-examination, public consultation and rectification. The company attached great importance to this special activity of corporate governance, carefully organized meetings to conduct special research, determined relevant responsible persons, and actively carried out various tasks in a planned and step-by-step manner according to the specific requirements of the special activity of corporate governance. By the end of 1 1, the company has successfully completed three stages of self-inspection, public comment and improvement. The main work and improvement of corporate governance special activities are reported as follows:
I. Carrying out special corporate governance activities
1, attach great importance to it, earnestly study and understand the spirit of the document, and formulate the corporate governance special activity plan.
After the China Securities Regulatory Commission and the Beijing Securities Regulatory Bureau issued the Notice on Launching Special Activities on Corporate Governance of Listed Companies, the company attached great importance to it and sent the two notices to the board of directors, members of the board of supervisors and management in time to study and understand them carefully. In order to do a good job in corporate governance special activities, the company held relevant meetings, earnestly conveyed and studied the spirit of the xx regulatory work conference of Beijing Securities Regulatory Bureau and the spirit of relevant documents, defined the specific objectives, basic principles, overall arrangements and regulatory measures of this special activity, formulated the corporate governance special activity plan of China Life Insurance Company and reported it to Beijing Securities Regulatory Bureau. The company set up a working group on corporate governance special activities, and Liu Ting 'an, secretary of the board of directors, was responsible for coordinating and implementing the specific work of corporate governance special activities, and timely communicating with the Beijing Securities Regulatory Bureau on work arrangements, work progress, problems and difficulties encountered. The secretariat of the board of directors is responsible for the implementation of relevant specific work.
2. Seriously carry out self-inspection, effectively find out the problems existing in corporate governance, and successfully complete all the work in the self-inspection stage.
In the self-inspection stage from April to May, the company carefully summarized the work carried out in corporate governance since listing, compared it item by item, earnestly found out the problems and shortcomings in corporate governance, deeply analyzed the reasons, formulated clear rectification measures and schedules, and formed a self-inspection report and rectification plan. After the self-inspection report and rectification plan were discussed and approved by the President's office meeting, they were submitted to the Board of Directors for deliberation on June 12, and were officially announced on June 15 after being reviewed by the Beijing Securities Regulatory Bureau.
3. Make public comments and strengthen communication and interaction with investors and the public.
After entering the stage of public comment, the company announced the public comment telephone number and the address of the network platform in the self-inspection report released to the public, and appointed a special person from the Secretary-General's Bureau to answer the telephone, maintain the network platform, make records carefully, and collect opinions and suggestions from investors and the public. In order to strengthen communication with investors, the company held the first "Global Investor/Analyst Company Open Day" in Guangxi from May 2/KLOC-0 to 22, xx, which created a good opportunity for investors to understand the company's first-line operations. On July 13, xx, the company held a "Report on Value Analysis of Life Insurance Companies" to introduce the valuation methods of life insurance companies to investors. At the same time, a questionnaire on corporate governance was distributed to the participants to solicit their opinions and suggestions on corporate governance of China Life.
4 Beijing Securities Regulatory Bureau on-site inspection and evaluation opinions.
Our company accepted the on-site inspection of Beijing Securities Regulatory Bureau from xx1October 8th to xx1October 9th, and received the regulatory opinionNo. [xx] 229 issued by Beijing Securities Regulatory Bureau on XX1October 3rd (hereinafter referred to as "Opinions"). The opinions affirmed the effective work actively carried out by China Life in the special activities of corporate governance, pointed out that the corporate governance was in good condition, and also pointed out several problems that the company needed to rectify. According to the opinions of Beijing Securities Regulatory Bureau, the company started targeted rectification in the middle and late June of 10. On1October 20, the company submitted a rectification report to the Beijing Securities Regulatory Bureau, 165438, and the Beijing Securities Regulatory Bureau issued an evaluation opinion on corporate governance rectification on1October 28, 165438.
The second is the problems found by the company's self-inspection and rectification.
The company's main problems in corporate governance are:
(1) the company successfully listed a shares at the beginning of this year, and its understanding of the requirements and characteristics of domestic institutional investors and individual investors needs to be further improved. The company needs to actively carry out investor relations management, further strengthen communication with investors, especially domestic investors, and achieve multi-level, multi-form, active and comprehensive contact with investors through domestic roadshows, inviting investors to visit and holding regular meetings.
Rectification measures: the company actively carried out investor relations management and further strengthened communication with domestic investors. Specific implementation measures include:
1. According to the regulatory requirements of domestic and overseas listing places, the Regulations on the Management of Investor Relations was formulated, which was reviewed and approved by the seventh meeting of the second board of directors on June 12, xx, to further improve the service level for shareholders, investors and analysts;
2. Hold regular promotion meetings and domestic roadshows, actively invite investors to visit and meet regularly, and realize multi-level, multi-form, active and comprehensive contact with investors;
(1) In order to strengthen communication with investors, the company held the first "Global Investor/Analyst Company Open Day" in Guangxi from May 2/kloc-0 to 22, xx. Forty analysts and investors attended the morning meeting of the company, had face-to-face communication with Chairman Yang Chao, President Feng Wan, Assistant President Su Hengxuan, Secretary Liu Ting 'an and front-line sales staff, and visited the provincial centralized management of Guangxi Branch's business, customer service and information technology. In addition, they also made a special trip to Guilin to visit and inspect the development of China Life's county business. Most analysts and investors attending the meeting responded enthusiastically to the company's open day activities. They believe that the company's open day activities have enabled them to have a further understanding of the specific operation process, underwriting quality control, sales process management, agent training and management, and the development status and prospects of rural insurance business, which has enhanced their confidence in China Life.
(2) In order to enhance domestic investors' understanding of life insurance companies, the company held a "Report on Value Analysis of Life Insurance Companies" on July 13, xx to introduce the valuation methods of life insurance companies to investors, and Liu Ting 'an, secretary of the board of directors, made a special analysis report on the major domestic fund companies attending the meeting. After that, Chairman, President, Vice President, Chief Investment Officer Liu and Chief Actuary Shao had an hour-long exchange with you and answered your questions. 49 of the 58 domestic fund companies sent representatives to attend, with nearly 100 participants.
(3)165438+1October 28th, in order to actively promote the best international corporate governance practices, continuously improve the transparency of the company, continuously improve the level of information disclosure, and strengthen communication with investors and the public, the company held the "Global Media Company Open Day" in Jiangsu Province. More than 60 domestic and foreign news media reporters from all over the world successively visited China Life Insurance Co., Ltd. Jiangsu Branch and Jiangyin Branch. Yang Chao, Chairman of China Life, and Feng Wan, President, led the management of the company to introduce the company's development strategy and business strategy to domestic and foreign media reporters, and conducted on-site exchanges. During the activity, domestic and foreign media reporters also observed the morning meeting of China Life Personal Marketers, visited the information technology center, customer service center, business processing center and financial management center of Jiangsu Company, and made a field trip in Jiangyin to learn about the development of county insurance business of China Life. The media at home and abroad who participated in the open day activities spoke highly of China Life's "Global Media Company Open Day" and fully reported it.
3. The company participated in five domestic large-scale investor conferences in a planned way to introduce the company's development strategy and operation to investors;
4. Answer investors' questions in time through interviews, emails, telephone calls and faxes. After the listing of A shares in xx, * * * received 70 domestic investors and answered more than 300 emails/phone calls from domestic investors.
The company believes that this work is a continuous work, and will continue to strengthen communication with investors in the future operation of the company to ensure that investors, especially small and medium-sized investors, have equal access to company information.
(II) Since the A-share listing of the company, faced with the objective environment of listing in three places at home and abroad and different requirements for information disclosure in different listing places, the company needs to further improve the company's information disclosure system, enrich the strength of the information disclosure department, further strengthen communication with the regulatory authorities in different listing places, and coordinate the information disclosure work in the three places.
Rectification measures:
1. In view of the objective environment of listing in three places at home and abroad and the different requirements for information disclosure in different listing places, especially the regulatory requirements for domestic information disclosure, the company's information disclosure system has been further revised and improved. On June 12, xx, the seventh meeting of the second board of directors reviewed and adopted the revised Regulations on Information Disclosure Management.
2. Strengthen communication and contact with the regulatory authorities and exchanges of the listed places, and keep abreast of the requirements of domestic and foreign regulatory authorities. Before each announcement, a special person will communicate with domestic and foreign regulatory agencies and exchanges to coordinate information disclosure in the three places as much as possible.
3. Strengthen the training of information disclosure supervision rules for employees of the company's board of directors, the company's financial department and other relevant departments. On August xx, the company invited external lawyers to conduct special training on related party transaction disclosure.
The company believes that strengthening information disclosure is an important part of improving corporate governance, and this work is a continuous work. The company will constantly standardize and improve the system and process of information disclosure, enhance the initiative of information disclosure and continuously improve the transparency of the company.
(3) Due to the enterprise system and other reasons, the incentive mechanism for senior managers and outstanding employees of the company needs to be further improved. The company must study, formulate and improve the incentive and assessment mechanism, including equity incentive, increase the incentive and assessment of the company's senior managers, outstanding employees and other personnel, and retain and attract key talents.
Rectification measures: According to the domestic and overseas regulatory rules, the company has intensified the incentive and assessment of the company's senior managers and outstanding employees, strengthened the common interest base between the company's senior managers and shareholders, and improved the company's operating performance. Specific measures are as follows:
1. The company awarded stock appreciation rights as a long-term incentive. Up to now, the board of directors of the company has approved three batches of stock appreciation rights incentive schemes, which are awarded to the company's senior managers and outstanding key employees, including excellent insurance salesmen.
2. The company has strengthened the assessment mechanism for senior managers and outstanding employees, established a layer-by-layer assessment mechanism for the board of directors to the management and the management to the branches, and fully implemented the tenure system and target responsibility system for senior managers.
In the future, the company will further improve the performance appraisal and survival of the fittest mechanism of the company's senior managers and employees, strengthen the responsibility target constraint, gradually improve the company's internal performance evaluation system and incentive mechanism, and retain and attract outstanding talents.
Third, the situation of public comments.
In the stage of public consultation, the company has not received any opinions and suggestions from the public and investors through telephone or online platform. On July 3rd, 65438, the company issued a corporate governance questionnaire to investors and fund managers who participated in the "Life Insurance Company Value Analysis Meeting". The company * * * received 18 institutional investors' feedback on the corporate governance questionnaire, and more than 90% of the respondents thought that the company's operation was standardized, the responsibilities between the shareholders' meeting, the board of directors, the board of supervisors and the management were basically clear, the board of directors basically had reasonable professional institutions, and the professional committees were set up reasonably. The incentive and restraint mechanism can basically mobilize the enthusiasm of top managers and employees; The internal control management system is perfect; Related party transactions are fair and transparent, and the information disclosure system is basically sound. At the same time, it is hoped that the company will further improve information disclosure and strengthen communication and contact with investors, which is basically consistent with the problems found by the company's self-inspection, and it is also the focus of the company's rectification in this special event. In the future, the company will further strengthen communication with investors and listen to investors' opinions and suggestions on corporate governance and development, so as to better improve the level of corporate governance.
Four. Problems found in on-site inspection by Beijing Securities Regulatory Bureau and their rectification.
On October 8th, 65438/KLOC-0 and October 9th, 65438/KLOC-0, the Beijing Securities Regulatory Bureau conducted on-site inspections on the company, and issued supervision opinions, pointing out the problems existing in the standardized operation:
built-in system
1. The regulatory opinion pointed out that the working system for independent directors has not been formulated.
Rectification measures: According to the relevant laws and regulations and the requirements of Beijing Securities Regulatory Bureau, the Working System for Independent Directors was formulated, which was reviewed and adopted at the ninth meeting of the second board of directors of the company on June 27th, xx. The above resolutions of the board of directors were announced on xx+ 1654381October 28th.
2. The regulatory opinions pointed out that the internal reporting system of important information was not formulated, and the internal circulation procedures of important information lacked systematic norms.
Rectification measures: According to relevant laws and regulations and the requirements of Beijing Securities Regulatory Bureau, the Internal Reporting System of Significant Information was formulated, which was reviewed and approved by the ninth meeting of the second board of directors of the company on June 27th, xx. The above resolutions of the board of directors were announced on xx+ 1654381October 28th.
(II) Operation of special committees of the board of directors
The regulatory opinions pointed out that the audit committee of the company has detailed rules of procedure and operational records, and the functions and roles of the nomination and remuneration committee, the risk management committee and the strategy committee need to be strengthened, while the rules of procedure of the risk management committee and the strategy committee are too principled and need to be further improved and refined.
Rectification measures: According to relevant laws and regulations and the requirements of Beijing Securities Regulatory Bureau, the rules of procedure of the Strategy Committee and the rules of procedure of the Risk Management Committee were revised. The above rules were reviewed and approved by the ninth meeting of the second board of directors of the company on June 27th, xx. The above resolutions of the board of directors were announced on xx+ 1654381October 28th.
(3) Information disclosure
The regulatory opinion pointed out that the company has multiple spokespersons system, and the board of directors lacks unified management, which is easy to lead to violations due to problems in the content, method, scope and timing of external information disclosure.
Rectification measures: modify the company's current multiple spokesperson system, with Mr. Liu Ting 'an, secretary of the board of directors, as the company's spokesperson. The above revised decision was adopted at the ninth meeting of the second board of directors of the company on October 27th, xx, and announced on October 28th, xx, 165438.
(4) Operation of the working body of the board of directors
The regulatory opinion pointed out that the company's Secretary-General's Bureau, as the working body of the board of directors, needs to improve its independence and work. The Board of Directors and the Investor Relations Department are co-located and belong to the board of directors and management respectively. The work function of the Secretary-General's Bureau is relatively weak, which is not conducive to the unified control of information disclosure and the operation of the board of directors and special committees.
Rectification measures: the investor relations department was abolished and all its functions were merged into the secretariat of the board of directors to further strengthen the functions of the working body of the board of directors. The above decision was adopted at the ninth meeting of the second board of directors of the company on October 27th, xx, and was announced on October 28th, xx, 165438.
Corporate governance of listed companies is the cornerstone and guarantee of sustainable development of enterprises. As a large insurance company listed in new york, Hongkong and Shanghai, the company has always attached importance to the construction of corporate governance and devoted itself to international best practices. Due to the fruitful efforts made by the company in corporate governance since its listing, especially in this special event, the company has comprehensively sorted out and rectified corporate governance based on the principle of strict compliance, effectively improving the level of corporate governance. On February 4th, 65438, in the first "xx Hong Kong Corporate Governance Excellence Award" jointly organized by the Hong Kong Chamber of Commerce of Listed Companies and Hong Kong Baptist University, the company won the two honors of "Best Corporate Governance Award" and "Corporate Governance Excellence Award" exclusively, which is also the highest honor of the award and an affirmation of the company's long-term commitment to corporate governance construction. The company will take this special activity as a new starting point, constantly enhance the awareness of standardized operation of the company's directors, supervisors and senior managers, strengthen the construction of corporate governance structure in strict accordance with the requirements of relevant laws and regulations, conscientiously implement various rectification measures and suggestions put forward by this special activity, promote the long-term healthy and stable development of the company, and repay the majority of shareholders with more standardized operation and better performance.
Insurance company rectification report 3 xx Insurance Regulatory Bureau:
Xx, xx, xx Insurance Regulatory Bureau conducted an audit inspection of our branch. In this inspection, it was found that xx violated the provisions of xx. Upon learning of this incident, our company immediately dealt with relevant institutions, and carried out self-examination and self-correction work throughout the province, strictly investigated and dealt with, and resolutely put an end to such situations from happening again. The rectification situation is hereby notified as follows:
First, instruct the person in charge of xx Company to conduct a profound review and handle it accordingly according to the handling opinions of the regulatory authorities;
2. Order xx to stop all work immediately until it passes the regulatory compliance inspection;
Three. Strictly check the institutions in the province and strictly monitor the institutions that need to change their workplaces. The Human Resources Administration Department of the branch is responsible for the application for change and cancellation of the branch. (Internal control system of relevant companies) It is difficult for branches to change workplaces in strict accordance with this procedure, and it is difficult to prevent such situations from happening again;
Four. The provincial company issued an urgent notice to institutions at all levels, reaffirming the importance of compliance management, clarifying various regulatory systems and approval processes, and clearly proposing that the person in charge of the institution should operate and manage in strict accordance with the regulatory system. In the process of establishing, changing or canceling branches, branches will give corresponding penalties to institutions and departments that do not strictly follow these provisions or perform improperly. For those who prepare, open, change or cancel branches without approval, the branch shall order them to stop their illegal acts immediately, and the losses caused shall be borne by the person in charge of the third-level institutions. The branch will also investigate the responsibility of the relevant responsible person according to the seriousness of the case and the size of the loss.
5.xx Branch will assign a special person to retrain the heads of institutions in the whole province for institutional compliance management, strengthen institutional compliance management, and thoroughly study external regulatory laws and regulations and internal management rules and regulations such as the Regulations on the Administration of Insurance Companies, the Insurance Law and the Measures for the Administration of xx Institutions. A special person is responsible for training evaluation and acceptance, and other relevant departments actively cooperate to ensure the training effect and ensure that the person in charge of the organization regards compliance management as the top priority of the organization's work.
Hereby report
Xx company xx branch
Xx year xx month xx day