Ping An launches Service Year 2026 with upgrades to AI-powered Express Service and Global Emergency Assistance

Ping An Insurance (Group) Company of China, Ltd. announced major upgrades to its AI-powered Express Service and Global Emergency Assistance, launching its “Service Year 2026” initiative. The Group said the changes are designed to strengthen customer experience and safety as it deepens its “finance + services” business model.

AI-powered Express Service expands single-access customer journeys

Ping An said Express Service streamlines complex service processes across multiple apps and scenarios through a single access point, enabling customers to complete transactions, financing, claims and urgent requests using one sentence. The service combines online processing with offline professional resources, including service outlets, hospitals, health institutions, car owner services and rescue providers.

Global Emergency Assistance adds broader coverage under a 3A framework

Ping An also upgraded its Global Emergency Assistance service, supported by a global rescue network and guided by its 3A service philosophy of Anytime, Anywhere and Anything. The upgraded offering includes 38 services covering more than 100 types of emergency risks across three major scenarios: at home, outdoors and overseas.

Service Year 2026 targets customer experience, safety and eldercare

At the event, Michael Guo, Co-CEO of Ping An Group, said the initiative is intended to reduce friction, strengthen protection and deliver more tangible value in customers’ daily lives. He said the upgrades are based on insights into three evolving customer needs: better service experience, greater safety protection and improved eldercare support.

Ping An said convenience and efficiency are increasingly important as customers manage complex financial products across multiple accounts. It also cited rising demand for safety and emergency assistance driven by greater population mobility and demographic aging, and said services tailored to an aging society—particularly in health, care and dignity—remain insufficient.

To address these needs, Ping An introduced its “Three Ones” service framework: “one sentence to get things done” through Express Service, “one button for emergency response” through Global Emergency Assistance, and “lifelong dignity safeguarded” through a Life Dignity Protection Service currently under preparation.

Key usage and network scale

• In 2025, Ping An recorded approximately 90 million average monthly active online users.
• Ping An said its Global Emergency Assistance network covers 233 countries and regions.
• The Group said the service connects more than 200,000 medical institutions and 600,000 service providers.
• Ping An stated that rescue resources can be mobilized worldwide within an average of 20 minutes.

Express Service built for large-scale execution and proactive management

Ray Wang, Chief Technology Officer of Ping An Group, said Express Service reflects the evolution of AI from information tools into service execution platforms. He said the AI assistant is developed for Ping An’s 251 million customers and integrates more than 300 digital services to understand customer intent, coordinate workflows and activate appropriate services.

Wang said the system also supports proactive service management by identifying process gaps and intervening early at key stages. He added that Ping An remains committed to consumer protection, including transparent and traceable algorithm governance, strong data security through privacy computing and multi-layer encryption, and inclusive service design for customers of all age groups.

24/7 emergency response and in-app and hotline access

Shi Weiyu, General Manager of Ping An Life, introduced the upgraded Global Emergency Assistance service and its 3A framework. Ping An said it operates a 24/7 global emergency assistance service center, with rapid response enabled through an in-app “SOS One-Click Help” function and the “95511-9” hotline.

Ping An said the service integrates smart devices and an intelligent platform to monitor risks and connect rescue, medical treatment, rehabilitation and claims processes, aiming to help customers save time, effort and cost.

The Group said Global Emergency Assistance has been integrated into product and customer benefit systems across several Ping An subsidiaries, with further expansion planned, including new offerings from Ping An Bank.

Next steps: Express Service, Global Emergency Assistance and Life Dignity Protection

Ping An said it will continue to deepen its service-driven strategy by upgrading Express Service, Global Emergency Assistance and the forthcoming Life Dignity Protection Service. The Group said the initiatives aim to translate customer needs into concrete service scenarios and strengthen its position as a provider of integrated financial, healthcare and senior care solutions.