Expertise Enables Ping An to Stay by Your Side Chairman Ma Mingzhe s 2017 New Year Message Dear all, Happy New Year! Considerate and committed for evermore, by your side let me stay We have ushered in the exciting year of 2017 in the familiar melody of the company song All for a Safe World. The song is widely known for its beautiful melody and sincere passion with performance by famous singers like Han Hong and Yao Beina. By your side let me stay and by your side let Ping An stay this is our heartfelt wish and also our unremitting pursuit. Since our humble start in Shekou 29 years ago, Ping An has been growing stronger each day, ranking among the top 50 in Fortune Global 500, No. 11 largest financial institutions globally and also No. 1 in the largest insurance groups in the world by market capitalization. Ping An has over 1.4 million employees as well as sales agents and 150 million individual financial customers, that is to say, there is one employee or sales agent from Ping An among every 1,000 Chinese people and one customer of Ping An among every 10 Chinese people. Ping An has 1 million life insurance sales agents, 300,000 employees, 30,000 call center agents, 15,000 counter service staff and 10,000 claims surveyors, over 1,000 full-time doctors and 60,000 part-time doctors providing services through the Ping An Good Doctor App Every time when a user opens an App of Ping An, enters into the website of Ping An, dials the hotline or walks into an outlet of Ping An, he or she has Ping An stay by side with services from financial assets services to health 1
care services anytime and anywhere. Our premium services let us stay by your side. We firmly believe that expertise creates value and provide customers with easy, convenient and safe services in the pursuit of expertise. We try our best in very single contact with our customers to promote the service quality and improve the service experience for creating value for our customers. We have over 1 million life insurance sales agents who work tirelessly with firm beliefs by your side only for providing customers with reliable protection and commitments. We have experts such as Hu Liu and Ye Yunyan who provide customers with comprehensive wealth management services, advisors on health care and life essential services like Zhao Xiaodong, Tang Huimin, etc. and public welfare ambassadors as well as experts good at serving customers by leveraging technologies like Wu Jinjiang and Hu Jingxiang. From paper insurance policies to electronic insurance policies and from online claims to full-process services, we have kept upgrading our services for more than twenty years; however, our faith of building a great cause with kindness has never changed. We have about 10,000 professional and highly dedicated P&C insurance investigators. With expertise and leading technology platforms, they reassured customers fretting about claims. After the torrential rain hit Shenyang on July 25, our model investigator spent 10 hours in 1-meter-deep water and saved about 100 cars. In the Tianjin explosion event on August 12, we braved fires. When Typhoon Nida slammed Guangdong on August 2, we settled claims within 5 minutes with "Mobile Claim Services". Our team, being professional and responsible, always sends safety and benefits to customers. Every day we settled about 40,000 auto claims, over half of which were completed within one day, being the most efficient claim service provider around the globe. We are the first to provide self-service claim settlement, while over half of our customers accessed top-speed auto claim 2
services. We helped customers live with convenience, and reduced traffic jams. We have over 30,000 customer service representatives providing quality services around the clock. We respond without hesitation to your inquiries any time anywhere. After the Malaysia Airlines flight MH370 disappeared on March 8, we immediately set up a professional team to give psychological assistance and personal care to the family members of 159 anxious customers. In the bus inferno near Taoyuan International Airport on July 19, we upgraded overseas emergency assistance to provide customers with cross-border medical transfer and visits of relatives. Immediately after the river cruise ship Oriental Star sank on June 1, we arranged hospitals for injured customers and provided their relatives to visit with free transport and accommodation. Where there is a disaster, there is our team. Diligent and hardworking, they are always by your side. Technology innovation enables Ping An to stay by your side. We firmly believe that expertise makes life easier. By leveraging such new technologies as mobile internet, big data and cloud services, we started with social networking, mobile, professional and scenario-based business. We solved complex technical problems to make customers' life easier and better. Our Urban TOA (The One Account) serves nearly 60% cities of 500mn people. With leading technologies of healthcare management, health management and disease management, our Urban TOA provides integrated services for users in over 200 cities in 20 provinces, including health insurance services, control of medical insurance reimbursements, management of social security accounts, health records, etc. In addition, we also developed a system and a cloud platform of urban disease forecasting, prevention and control. All efforts improved the government's medical care services, reduced healthcare costs, and provided medical treatment, online medical consultation and health management for people's convenience. Our Finance TOA serves nearly 200 financial institutions and 150mn individual 3
customers. The Finance TOA cloud service platform enables our fully open platform to provide services like customer acquisition, credit investigation, insurance, trading, financing and asset swap for nearly 200 banks and 2,000 non-banking financial institutions, with trading volumes over RMB1tn. The platform also helps 150mn individual users manage their accounts, fortunes, credit and day-to-day lives. Our big data cloud platform boasts over 50mn in terms of the number of credit investigation view requirements, and it has been integral to the central bank's personal credit system. We guarantee and support consumer finance services to help everyone get access to the financial services, helping those in need and helping more people start businesses, pursue studies and improve lives. Our Ping An Good Doctor serves 130mn people, boasting over 400,000 in terms of the number of peak query. Through services of health consulting, triage appointment online and pharmaceutical distribution, Ping An enables more people to enjoy excellent medical resources, lower healthcare costs and good doctors. Extreme cold hit China in early 2016, and children's hospitals were crowded with patients. Ping An Good Doctor dealt with over 120,000 query requirements per day, while the number of pediatric query exceeded 26,400, equaling to the daily outpatient visits in 3 large children's hospitals. Hundreds of thousands of people got medical advice via Ping An Good Doctor, avoiding hospital visits and potential worsening conditions. Ping An Good Doctor saves them from long waiting queues and potential cross infection in hospitals. We are with you in 2016, and will always be in 2017. Over the past year, we have achieved great performance. This is attributed to industry of all Ping An fellows, but also relies on long-term trust and support from our customers. We are thankful to our customers and cherish our achievements. We know that there is no limit for excellence. As times and technology advance, markets and customers are also changing, but the services we are providing still lag 4
far behind from Ping An s grand pursuit and customer requirements. This year, we need to keep reflecting on ourselves----do we provide customer-oriented services and stay by their side? How big is the gap between our services and the customer requirements and expectations? This year, each customer complaint alerts and spurs us; each customer praise encourages us; each customer suggestion rewards us. Fellows, let s work hard together to provide better services and stay with our customers. Let s realize our common dream as soon as possible to become a world-leading personal financial services provider. As we usher in the new year, I would like to, on behalf of Ping An Group s Board of Directors and Executive Committee, extend my warmest regards and best wishes to all Ping An fellows and their family, and customers and people from all walks of life who have been supporting Ping An all the time! May you have good health, achieve progress, and live a peaceful and happy life! (the Simple Chinese version shall prevail) 5