Hong Kong and Shanghai-based financial and insurance powerhouse Ping An Insurance has announced its “Service Year 2026” initiative, marking a significant upgrade to its artificial intelligence-driven service ecosystem and global emergency assistance framework. The initiative is designed to make everyday financial, insurance, and life-related services more seamless, rapid, and secure for customers across its vast user base.
At the core of the upgrade is an enhanced “Express Service” system, powered by advanced artificial intelligence. This next-generation platform allows customers to complete complex operations—such as financial transactions, insurance claims, loan assistance, and emergency requests—using a single spoken sentence or simple instruction. By integrating online and offline channels, the system links hospitals, healthcare centres, transport services, and rescue organisations into one unified service network, enabling faster coordination and response.
A major expansion has also been made to its global emergency assistance framework. Built on the principle of “anytime, anywhere, any need,” the upgraded system now covers 38 categories of services. It is capable of responding to more than 100 types of emergency risks across three key scenarios: home, travel, and overseas situations. This expansion is intended to significantly strengthen protection for customers regardless of location or circumstance.
According to company disclosures, Ping An recorded approximately 900 million monthly active online users in 2025, placing it among the leading digital financial service providers in China. Its global emergency assistance network has also expanded to cover 233 countries and regions, reflecting the company’s growing international reach.
Key Service Upgrades
| Area | Enhancement | Customer Benefit |
|---|---|---|
| Express Service | AI-powered automated system | One-sentence service completion |
| Emergency Assistance | Expanded global rescue network | Faster medical and rescue response |
| Elderly Care Solutions | New lifestyle support system | Improved safety for ageing populations |
| Digital Integration | Over 300 services unified | Simplified user experience |
Co-Chief Executive Officer Michael Guo emphasised that customers remain at the centre of all service innovation, with technology being deployed to make processes simpler, faster, and more efficient. He also highlighted that developing dedicated support systems for ageing populations has become increasingly essential in light of demographic shifts.
Chief Technology Officer Ray Wang stated that artificial intelligence is now evolving beyond information delivery to become a full-scale service execution engine. Under the new system, more than 300 digital services have been integrated for over 250 million customers, enabling intelligent systems to anticipate user needs and respond automatically.
Meanwhile, Head of Emergency Assistance Shi Weiyu noted that the company’s 24-hour global command centre has introduced a one-click emergency response mechanism. On average, global rescue operations can now be initiated within 20 minutes. The network includes more than 200,000 medical institutions and over 600,000 service providers worldwide.
Overall, the “Service Year 2026” initiative reflects Ping An’s broader ambition to build a fully integrated digital ecosystem spanning finance, healthcare, emergency response, and elderly care—positioning itself at the forefront of intelligent, customer-centric service transformation.