Insurance takes care of the human life cycle. Being the leading insurance company in Hong Kong, AlA is committed to being the "Real Life Partner" of its customers. No matter what happens in life, we believe in never giving up on what is important to customers so as to strengthen our emotional connections with them.

By following our Company's Operating Philosophy, "Doing the right thing, In the right way, With the right people", we embrace a robust digital platform, skilled and empowered people and quality management system to introduce and deliver seamless and effortless experience to customers at all customer touch-points.

Our determination and commitment to providing customer-centric services to our customers are fully witnessed in our daily service processes. We have more than 20 working procedures for our frontline staff to follow and ensure compliance and quality service is delivered. Collecting customer feedback is critical to further enhance our service and we treasure the voice of customers. Regular survey results indicate that the satisfaction levels of our customers stay high consistently at over 4.00 at all touch-points (on a maximum of 5-point scale).

Service excellence is a never-ending journey. AlA will continue to strive to be the industry benchmark in customer service.