Ping An Insurance Chairman Ma Mingzhe stated in the company's 2025 annual report that 2026 will be designated as the "Year of Service" for the group. He emphasized that all Ping An employees will concentrate their efforts on three key value dimensions.

First, the company will reshape service delivery around customer experience value by creating an AI-powered service portal designed to be "hassle-free, time-saving, and cost-effective." With 251 million individual customers, Ping An recognizes this represents a significant trust and responsibility, constituting its most valuable asset. The insurer plans to leverage artificial intelligence as the core driver for service enhancement, establishing a unified "Quick Service" gateway. This will enable customers to access services ranging from investment and wealth management, account administration, insurance claims processing, and roadside assistance, to receiving elderly care at home or professional patient accompaniment for hospital visits—all through a single entry point for comprehensive online-to-offline solutions. Through a collaborative "human + AI" approach, the aim is to equip every Ping An representative to serve as a professional financial advisor, health consultant, and elderly care manager. This strategy is designed to understand and fulfill customers' holistic, lifelong needs across scenarios including wealth accumulation, health management, family protection, retirement planning, and end-of-life dignity.

Second, Ping An will extend its service offerings to enhance customer safety value by building a global emergency rescue service system. Safety is a perpetual human pursuit, yet emergencies are unpredictable. Stepping forward during crises is considered a fundamental duty for Ping An staff. Drawing on over three decades of emergency rescue experience, the company has established a global 3A (Anytime, Anywhere, Anything) emergency assistance framework. This system utilizes a 24/7 intelligent dispatch center, one-touch rescue calling, rescue centers capable of second-level responses, a worldwide data network, and extensive technological support. The group conducts nearly ten thousand emergency rescue operations annually, ensuring clients can rapidly access assistance whether they are indoors or outdoors, domestically or abroad, at any time. Ping An aspires to evolve its emergency rescue service from a contractual obligation into a reliable, reassuring lifestyle feature, providing constant peace of mind.

Third, the company will create a closed-loop service system focused on customer health value, forming Ping An's unique "Four Reaches" medical and elderly care network. After more than ten years of development, Ping An has established a comprehensive service system encompassing "Online Reach," "Hospital Reach," "Home Reach," and "Corporate Reach." Online Reach aggregates over 5 million medical resources, including those from Ping An Health and Ping An Major Illness Hospitals, enabling instant access to 24/7 online consultations. Hospital Reach involves a network covering more than 1,300 overseas medical institutions and over 37,000 domestic partner hospitals for claims services. Home Reach innovatively employs a "Standard-Bundle-Supervision" model, with Ping An Health managing end-to-end, full-process control for home care nursing services. Corporate Reach serves over 95,000 corporate clients annually, providing services for more than 60 million employees.

In his address, Ma Mingzhe reflected on Ping An's performance and strategic direction. The company reported operating profit attributable to shareholders of the parent company reaching RMB 134.415 billion for 2025, a year-on-year increase of 10.3%. Net profit attributable to shareholders grew 22.5% to RMB 43.773 billion. Shareholders' equity surpassed RMB 10 trillion for the first time, reaching RMB 10,004.19 billion. Demonstrating commitment to shareholders, Ping An distributed cash dividends for the 18th consecutive year, with cumulative cash dividends totaling RMB 77.5 billion and a cash dividend payout ratio of 68.9%, maintained stably for 14 years. The life and health insurance business showed growth, with new business value increasing by 29.3%. The insurance fund investment portfolio achieved a comprehensive investment yield of 6.3%, up 0.5 percentage points year-on-year.

Integrated financial customer operations deepened, with the number of individual customers rising 3.5% from the beginning of the year to 251 million. Monthly active online users averaged approximately 90 million, and the retention rate for customers holding three or more product types within the group remained high at 99%. The medical and elderly care strategy accelerated, with AI doctors providing over 12 million service instances annually and cumulative medical service qualifications granted to more than 270,000 corporate clients. Leveraging massive datasets, the company advanced technology R&D and application, building large-scale models for finance and healthcare sectors. Fulfilling social responsibilities, Ping An allocated over RMB 108.8 trillion in cumulative support for the real economy, provided RMB 57.148 billion in rural industrial assistance funds in 2025, and saw its MSCI ESG rating upgraded to AAA, ranking first in the "Integrated Insurance & Brokerage" category in the Asia-Pacific region for four consecutive years.

Looking ahead to 2026, which marks the beginning of China's 15th Five-Year Plan period, Ping An will adhere to its founding principle of serving the public through finance. The group will deepen its dual-pillar strategy integrating comprehensive finance with healthcare and elderly care, driven by technology. Upholding operational principles of high-value growth, service innovation, technological leadership, and regulatory compliance, Ping An will use the "Service Year" as an opportunity to continuously upgrade its three innovative service systems, enhance operational standards, strengthen risk management, and advance along the path of financial development with Chinese characteristics. Customer trust remains the fundamental motivation for Ping An's relentless pursuit of service excellence, with the ultimate goal of becoming the most professional, reliable, and caring "Ping An" in the hearts of its clients.