Ping An Unveils AI Service Upgrade

Ping An Insurance (Group) Company of China, Ltd. has announced a significant enhancement of its digital service ecosystem with the launch of its “Service Year 2026” initiative, introducing major upgrades to its AI-driven Express Service and Global Emergency Assistance platforms.

The move underscores the Group’s continued strategy of integrating financial services with advanced technology and customer-centric healthcare and protection solutions. By strengthening its “finance + services” model, Ping An aims to reduce operational friction, improve accessibility and deliver more immediate value to its vast customer base.

At the core of the upgrade is the AI-powered Express Service, designed to simplify complex financial and service processes. The system allows users to initiate transactions, insurance claims, financing requests and urgent support through natural-language input—often in a single sentence. It unifies multiple applications into one interface and connects digital workflows with offline service resources, including hospitals, insurance outlets, vehicle assistance providers and emergency responders.

Alongside this, Ping An has upgraded its Global Emergency Assistance system, which operates under its “3A” philosophy: Anytime, Anywhere, Anything. The enhanced platform now provides 38 distinct services covering more than 100 categories of emergency risk across domestic, outdoor and international scenarios. The service is supported by a large-scale global response network capable of rapid mobilisation.

Key Service Enhancements

Speaking at the launch, Michael Guo emphasised that customer value remains central to the company’s transformation strategy. He noted that the upgrades are intended to simplify complexity in financial services while strengthening protection and improving everyday usability.

The Group identified three evolving customer demands driving the initiative: improved service efficiency, stronger safety protection, and enhanced eldercare support. In response, Ping An has introduced its “Three Ones” framework—one sentence to complete tasks via Express Service, one-button emergency response through Global Assistance, and a forthcoming Life Dignity Protection Service aimed at safeguarding long-term wellbeing in ageing societies.

On the technological front, Ray Wang highlighted that artificial intelligence is evolving from a passive information tool into an active service execution system. The upgraded AI assistant now supports over 300 services for 251 million customers, with capabilities that include intent recognition, workflow coordination, and proactive intervention to prevent service delays.

In parallel, Shi Weiyu detailed improvements to the emergency assistance network, which operates 24/7 and integrates over 200,000 medical institutions and 600,000 service providers worldwide. The system enables rescue coordination within an average of 20 minutes and connects medical treatment, rehabilitation and claims processing into a unified response chain.

In 2025, Ping An recorded around 90 million average monthly active users across its digital platforms, reinforcing its position as one of China’s most heavily used financial service ecosystems.

Looking ahead, Ping An plans to further expand its integrated service strategy, with continued investment in AI-powered services, global emergency infrastructure and new offerings aimed at enhancing dignity and care in later life.