As a world-leading “integrated finance + health and senior care” services group, Ping An is committed to providing professional financial, health and senior care, and health management services to customers in China.

With a vast customer base of nearly 251 million, one of every six Chinese people is a valued Ping An customer.

With a full suite of financial licenses and continuously enhancing service capabilities in health and senior care, Ping An has built a comprehensive product portfolio across four categories:

• Protection
• Asset management
• Credit
• Service

This allows the Company to systematically meet customers’ diverse needs at every stage of their lifecycle.

Integrated Finance

Ping An's integrated finance strategy is focused on a customer-centric approach, aiming to deepen engagement with retail customers. Leveraging its ecosystems, Ping An has built a business model centered around "one customer, multiple products, and one-stop services".

This model drives industry-leading scale and operational excellence through:

• Expansive Customer Reach: Leveraging a massive ecosystem to provide seamless access to financial and lifestyle services
• Superior Operational Efficiency: Systematically reducing costs by lowering operating expenses, mitigating risk costs, and significantly decreasing customer acquisition costs.
• Enhanced Customer Retention: Delivering high-quality management and integrated services that foster long-term loyalty and higher retention rates.

Strategic Achievements

• 35-45% lower in cost of acquiring internal customers than that of acquiring external customers on average
• 93% of the retention rate of customers entitled to service benefits in the health and senior care ecosystem
• 99% retention rate for customers holding three or more product categories

Health and Senior Care

Wealth and health needs are not independent but rather complement one another across the entire lifecycle. Ping An provides customers with prudent wealth management solutions while proactively addressing the misallocation of health and senior care resources in China.

By leveraging its differentiated advantages to connect payers, service providers and ecosystems, Ping An is committed to delivering high-quality, cost-effective services to customers. This strategic integration allows the health and senior care business to empower the core finance business, unlocking sustainable, long-term growth potential.

Strategic Achievements 

The growth and impact of the health and senior care ecosystem are reflected in the following performance milestones in 2025:

• >240,000 customers entitled to home-based senior care
• Partnered with over 37,000 hospitals (including all top 100 hospitals and 3A hospitals) in China
• 4 pps increase in upsell rate of health and senior care users
• 1.5 x increase in first-year premium per new policy of health care customers

Technology

Under the principle of “AI in ALL”, Ping An remains customer needs-oriented and focuses on enabling its core businesses of integrated finance and health & senior care. By consistently investing in research and development to build leading technological capabilities based on the four elements of AI, namely algorithms, data, scenarios, and computing power, Ping An has developed proprietary vertical large language AI models and industry-leading databases. This drives the Group’s operations and management to transition from “experience-based decision-making” to “data-driven decision-making”, laying solid technical foundations for the professional capabilities of financial advisers, health advisers, and senior care concierges, and providing strong momentum for high-quality business development.

Strategic Achievements

• 93% of policies sold via the auto dealer channel are intelligently issued in 1 minute on average
• RMB 10.51 billion claims savings via smart fraud detection
• 80% of services provided by AI service representatives
• 30% increase in reinstated policies
• 100% retail customers covered by “AI + human doctor” services

Ping An Strategy Video Series