From Claims to Care: Ping An’s Service Bet Takes Shape
Ping An’s “finance + service” strategy aims to provide practical support beyond insurance payouts, building stronger customer relationships to support long-term growth. Services like emergency rescue and preventive healthcare illustrate how the insurer seeks to support customers in everyday life and at critical moments.
In the first half of 2026, the insurance upsell rate for users of health and senior care services was 5.9% higher than for non-users, and retention among customers entitled to these benefits was 93%.
Delivering these services requires an extensive provider network, experienced teams and AI technology, backed by Ping An’s retail customer base of 253 million.
Ping An Group is expanding its role beyond insurance payouts, with services including emergency rescue, health care and senior care. Group Co-CEO Michael Guo explains how practical support could build stronger customer relationships, and why those relationships are the foundation for long-term growth.
Beyond Payouts: Coordinating Emergency Care
On May 2, 2025, a Chinese national working in Indonesia collapsed with acute encephalitis, a serious inflammation of the brain. His family did not speak Indonesian. A Ping An physician contacted his doctor in Jakarta that evening. Within 24 hours, an aircraft equipped for intensive care left for Shenzhen, China. The patient was admitted to hospital and survived.
The family needed more than a payout: they needed someone to coordinate treatment and get the patient home. This case illustrates the practical difference an insurer’s support can make beyond settling a claim. Ping An is betting that support can build lasting customer relationships—and that it can deliver such support sustainably at scale.
The Business Case for Care
Ping An’s “finance + service” strategy combines financial protection with services such as healthcare, senior care and emergency assistance. The aim is to support customers in everyday life as well as before, during and after major life events.
Competition in insurance has traditionally centered on pricing, balance sheets and efficiency. “Customers will choose the insurer who is most deeply engaged when the customer needs us,” says Group Co-CEO Michael Guo.
Ping An’s emergency support covers more than 200 countries and regions, and over 100 scenarios, from medical evacuation to assistance in conflict zones. It is available to eligible customers through a hotline or Ping An member companies’ apps.
Meanwhile, Ping An’s preventive healthcare solutions encompass online family doctors, nutrition advice and medication reminders, which create opportunities for ongoing contact with customers and support healthier habits.
Guo describes the economics as a positive feedback loop: services that meet customers’ needs support higher retention and additional policy purchases, a larger customer base helps spread service costs, and better health could mean fewer claims. Those savings could support more customer benefits and better margins.
Encouraging Data for the "Finance + Service" Strategy
The customer purchasing and retention figures offer early encouragement for the strategy. In the first half of 2026, customers who used Ping An’s health and senior care services had an insurance upsell rate 5.9% higher than non-users.
In addition, retention among customers entitled to health and senior care services was 93% over the 12 months ended June 30, 2026. Across Ping An Life, the 13-month policy persistency ratio reached 97.3%, up 0.4% year on year.
The wider Life & Health business also grew: new business value rose 11.2% to RMB24.85 billion (US$3.66 billion), while operating profit increased 2.3% to RMB55.87 billion (US$8.23 billion).1
1. US dollar equivalents use the Federal Reserve’s June 30, 2026 exchange rate of RMB6.7851 per US$1 and are rounded to two decimal places.
What Makes Delivery Possible?
“It’s a scale play,” says Guo. Ping An offers rescue services to eligible customers—not its entire retail base—but draws on the resources and purchasing power of a business serving roughly 253 million retail customers overall.
“It’s not just about people. It’s technology. It’s AI. It’s model. It’s data. All the different elements have to come together,” Guo says.
Ping An’s extensive network across China and around the world makes treatment and transport available, while skilled teams and technology help coordinate delivery. It also draws on the support of AI: Ping An’s AI Doctor, which supports diagnosis and treatment in everyday care, was used by more than 9.7 million people in the first half of 2026.
These capabilities take years to build, and experienced teams to bring them together. For Ping An, the goal is to make it easier for customers to get the support they need, while helping the company build stronger relationships and creating opportunities for growth over time. Its scale, provider networks and technology help it deliver that support efficiently while managing costs.
Watch the full interview with Michael Guo here.
Frequently asked questions (FAQ)
The strategy combines financial products with services, including but not limited to emergency rescue, health care and senior care. It aims to provide support beyond policy purchases and claims, build more enduring customer relationships, and ultimately create growth opportunities.
Eligible customers or their families can contact Ping An through a hotline or the Ping An member companies’ apps. Ping An then coordinates relevant medical and rescue providers. Support includes 38 services, such as remote health monitoring, urgent medical escort, emergency guidance, embassy assistance and security evacuation.
The network covers more than 200 countries and regions, and over 100 emergency scenarios, including medical evacuation and assistance in conflict zones. Services are available to eligible customers.
Services such as online family doctors, nutrition guidance, and medication reminders provide ongoing support beyond insurance claims. They aim to help customers manage their health and develop healthier habits, while creating regular opportunities for the insurer to connect with them.
The model relies on a large customer base, an extensive provider network and experienced teams, as well as technology, AI and data infrastructure. The scale of the business can strengthen purchasing power and help spread costs, and coordination of providers and skilled teams make practical assistance possible. These capabilities work together to deliver reliable support while managing costs.
In the first half of 2026, customers who used Ping An’s health and senior care services had an insurance upsell rate 5.9% higher than non-users. Retention among customers entitled to these benefits was 93% over the 12 months ended June 30, 2026. These figures provide initial support for the business case, but do not establish that services caused the outcomes or that the financial benefits outweigh delivery costs.