China Life Insurance Company Limited 2019 Environmental, Social and Governance & Social Responsibility Report
Extracted ESG KPIs
KPIs are organized by ESG aspects.
Direct (Scope 1) and energy indirect (Scope 2) greenhouse gas emissions (in tonnes) and, where appropriate, intensity (e.g. per unit of production volume, per facility).
| Indicator | Unit | 2017 | 2018 | 2019 | Report Pages |
|---|---|---|---|---|---|
| Density of greenhouse gas emissions | tons of CO2 equivalent / RMB 10000 revenue | 1.91 | 32 | ||
| Scope 1 (Direct emissions or removals from sources) greenhouse gas emissions | tons of CO2 equivalent | 2287.13 | 32 | ||
| Scope 2 (Energy indirect emissions including emissions from purchased electricity) greenhouse gas emissions | tons of CO2 equivalent | 119218.58 | 32 | ||
| Total amount of greenhouse gas emissions | tons of CO2 equivalent | 142505.71 | 32 | ||
| Total greenhouse gas emission | t | 17113.07 | 117553.47 | 142055.71 | 35 |
Total hazardous waste produced (in tonnes) and, where appropriate, intensity (e.g. per unit of production volume, per facility).
| Indicator | Unit | 2019 | Report Pages |
|---|---|---|---|
| Waste battery | pieces | 69671 | 32 |
Description of how hazardous and non-hazardous wastes are handled, and a description of reduction target(s) set and steps taken to achieve them.
| Indicator | Unit | 2019 | Report Pages |
|---|---|---|---|
| Paper saved by paperless service orders | lots of paper | 494430 | 33 |
Direct and/or indirect energy consumption by type (e.g. electricity, gas or oil) in total (kWh in '000s) and intensity (e.g. per unit of production volume, per facility).
| Indicator | Unit | 2017 | 2018 | 2019 | Report Pages |
|---|---|---|---|---|---|
| Comprehensive energy consumption | tons of standard coal | 34395.7 | 32 | ||
| Density of comprehensive energy consumption | kg of standard coal / RMB 10000 revenue | 0.46 | 32 | ||
| Electric power consumption | kWh | 26658846.07 | 186825632.8 | 191381747.4 | 35 |
| Electricity consumption | kWh | 197381747.4 | 32 | ||
| Gas consumption | cubic meter, cubic meters | 2170248.16 | 3726442.88 | 3726428.88 | 32, 35 |
| Gasoline consumption of the fleet | L, liters | 320462.18 | 2057733.79 | 4857044.76 | 32, 35 |
Water consumption in total and intensity (e.g. per unit of production volume, per facility).
| Indicator | Unit | 2017 | 2018 | 2019 | Report Pages |
|---|---|---|---|---|---|
| Density of water consumption | tons / RMB 10000 revenue | 25.06 | 32 | ||
| Total office water consumption | ton | 605681.29 | 2206760.62 | 1867224.09 | 35 |
| Water consumption | tons | 1867224.09 | 32 |
Total packaging material used for finished products (in tonnes) and, if applicable, with reference to per unit produced.
| Indicator | Unit | 2017 | 2018 | 2019 | Report Pages |
|---|---|---|---|---|---|
| Office paper consumption | tons | 357.218 | 32 | ||
| Total office paper consumption | t | 237.26 | 1146.8 | 3751.28 | 35 |
Total workforce by gender, employment type (for example, full- or part-time), age group and geographical region.
| Indicator | Unit | 2017 | 2018 | 2019 | Report Pages |
|---|---|---|---|---|---|
| Maturity benefit payment | RMB 100 million | 1120.93 | 747.38 | 256.39 | 35 |
| Number of branches including marketing service outlets | 20000 | 6 | |||
| Number of full-time lecturers of the entire Group | person | 2053 | 2189 | 3600 | 35 |
| Number of part-time lecturers of the entire Group | person | 169684 | 179121 | 222646 | 35 |
| Number of people insured under old-age accident insurance | million | 54.69 | 20 | ||
| Number of people insured under rural petty insurance | million | 80.56 | 20 | ||
| Number of women covered by women's insurance | million | 21 | 20 | ||
| Proportion of employees aged 35 or below | % | 43.92 | 41.94 | 41.18 | 35 |
| Proportion of female employees | % | 57.5 | 57.01 | 56.81 | 35 |
| Ratio of payment for social insurance | % | 100 | 100 | 100 | 35 |
| Sales persons | 10000 | 202.5 | 177.2 | 184.8 | 35 |
| Total Assets | RMB trillion | 2.9 | 3.25 | 3.73 | 35 |
| Total number of employees | person | 100920 | 101335 | 102250 | 35 |
Description of occupational health and safety measures adopted, and how they are implemented and monitored.
| Indicator | Unit | 2019 | Report Pages |
|---|---|---|---|
| Critical illness insurance - compensation paid | billion RMB | 25 | 17 |
| Critical illness insurance - number of claims served | million claims | 14 | 17 |
| Number of women with illness compensated under women's insurance | women | 18000 | 20 |
The percentage of employees trained by gender and employee category (e.g. senior management, middle management).
| Indicator | Unit | 2017 | 2018 | 2019 | Report Pages |
|---|---|---|---|---|---|
| Coverage rate of employee training | % | 97.53 | 100 | 100 | 35 |
| Coverage rate of orientation of new employees | % | 96 | 100 | 100 | 35 |
| Online courseware | piece | 1165 | 3261 | 4086 | 35 |
| R&D of new products | No. | 130² | 231¹⁰ | 102 | 35 |
| Training coverage rate of senior executives | % | 98.86 | 100 | 100 | 35 |
The average training hours completed per employee by gender and employee category.
| Indicator | Unit | 2017 | 2018 | 2019 | Report Pages |
|---|---|---|---|---|---|
| Average duration of employee training | hour | 126.88 | 122.28 | 128.1 | 35 |
| Number of people receiving occupational skill training (person-time) | person-time | 7202 | 34 | ||
| Person-times of online learning | 10000 | 54491 | 703.4 | 1186.29 | 35 |
| Person-times of online tests | 10000 | 134.39 | 80.5 | 91.62 | 35 |
| Training hours of general employees | hour | 125.26 | 138.5 | 127.5 | 35 |
| Training hours of mid- & high-level management | hour | 147.58 | 194.6 | 153.1 | 35 |
Number of suppliers by geographical region.
| Indicator | Unit | 2018 | 2019 | Report Pages |
|---|---|---|---|---|
| Number of suppliers taking part in centralized procurement | 8659 | 19806 | 35 |
Percentage of total products sold or shipped subject to recalls for safety and health reasons.
| Indicator | Unit | 2019 | Report Pages |
|---|---|---|---|
| Compensation paid under rural petty insurance | billion yuan | 1.35 | 20 |
| Compensation paid under women's insurance | million yuan | 310 | 20 |
| Compensation to China Life customers for Wenchuan County disaster | yuan | 241500 | 20 |
| Compensation to four China Life customers for Wenchuan County disaster | yuan | 866000 | 20 |
Number of products and service related complaints received and how they are dealt with.
| Indicator | Unit | 2017 | 2018 | 2019 | Report Pages |
|---|---|---|---|---|---|
| Average time for customers to submit claims and receive payments | minutes | 2 | 24 | ||
| Claim settlement payment | RMB million | 198088 | 174439 | 127919 | 35 |
| Claim settlement service | 10000 person-time | 1112 | 1429 | 3210¹ | 35 |
| Customer service satisfaction | % | 9.04 | 9.17 | 9.17 | 35 |
| EPS (Basic and diluted) | RMB | 1.13 | 0.39 | 2.05 | 35 |
| Increase in direct payment case count | times | 14 | 24 | ||
| Increase in online robots for intelligent customer service | percent | 77 | 24 | ||
| Number of complaints received | 1898 | 25 | |||
| Number of customer machines for intelligent customer service | 2000 | 24 | |||
| Number of customers for maturity benefit payment | person | 4022910 | 2449816 | 95916 | 35 |
| Number of direct payment case count | million | 3.41 | 24 | ||
| Number of intelligent claims service customers | million | 13.9 | 24 | ||
| Number of medical institutions linked to intelligent claims service | 15000 | 24 | |||
| Number of one-stop real-time settlement person-times served | person-times | 85531 | 16 | ||
| Number of online preservation service items processed | million | 50 | 24 | ||
| Number of people covered by one-stop real-time settlement project | million people | 2 | 16 | ||
| Number of people entrusted with relief funds in one-stop real-time settlement project | people | 7000 | 16 | ||
| Number of personal insurance policy self-verification cases processed by AI models | percent increase | 47 | 24 | ||
| Number of valid and substantiated complaints | 383 | 25 | |||
| One-stop real-time settlement payout | million RMB | 59.53 | 16 | ||
| Pass rate of claims by whole-process automated processing | percent | 41.5 | 24 | ||
| Person-time compensated under rural petty insurance | million person-time | 1.363 | 20 | ||
| Premium income | RMB 100 million | 5119.66 | 5538.26 | 5670.86 | 35 |
| Premium income of old-age accident insurance | billion yuan | 2.04 | 20 | ||
| Premiums for tax-deferred pension insurance business | million RMB | 2238.55 | 20 | ||
| Proportion of claims cases handled by intelligent claims service | percent | 60 | 24 | ||
| Time efficiency improvement for payment of personal claims | percent | 47 | 24 |
Description of quality assurance process and recall procedures.
| Indicator | Unit | 2019 | Report Pages |
|---|---|---|---|
| Number of accurately recommended products by intelligent recommendation models | million | 300 | 24 |
| Number of branches awarded 'Customer Satisfaction AAA Unit' for intelligent counter service | 13 | 25 | |
| Number of preservation service items | 7 | 24 | |
| Number of preservation service items optimized | 15 | 24 |
Description of consumer data protection and privacy policies, and how they are implemented and monitored.
| Indicator | Unit | 2019 | Report Pages |
|---|---|---|---|
| Group insurance e-service accounted for total online operations | percent | 85 | 33 |
| Group insurance preservation e-service rate increase | percent | 75.56 | 33 |
| Number of SMS verification codes sent to customers and sales staff | 3238 | 25 | |
| Paperless handling rate for individual customer insurance applications | percent | 78 | 33 |
| Paperless service orders handled | orders | 5537811 | 33 |
Number of concluded legal cases regarding corrupt practices brought against the issuer or its employees during the reporting period and the outcomes of the cases.
| Indicator | Unit | 2019 | Report Pages |
|---|---|---|---|
| Amount of compensation for direct payment cases | billion yuan | 15 | 24 |
| Amount of compensation paid for critical illness insurance | million RMB | 74.5 | 16 |
| Amount of compensation paid for serious illness | million RMB | 87.58 | 16 |
Focus areas of contribution (e.g. education, environmental concerns, labour needs, health, culture, sport).
| Indicator | Unit | 2017 | 2018 | 2019 | Report Pages |
|---|---|---|---|---|---|
| Awards for targeted poverty alleviation (nature and level) | Awarded as '2019 Ark Award for Insurance Company of Target Poverty Alleviation' by Securities Times; Awarded as '2019 Pioneer of Insurance Company of Targeted Poverty Alleviation' by China.com.cn | 34 | |||
| Green Life poverty alleviation via healthcare - children insured | children | 100000 | 17 | ||
| Insurance coverage provided by women's insurance | trillion yuan | 1 | 20 | ||
| Insurance coverage under rural petty insurance | trillion yuan | 3.2 | 20 | ||
| Investment in targeted poverty alleviation | RMB 10000 | 9440 | 459468 | 526447.6 | 35 |
| Number of industrial projects for poverty alleviation | 457 | 34 | |||
| Number of people covered in the first card and the aided first poverty alleviation counties | people | 483700 | 16 | ||
| Number of people in three designated poverty-stricken counties helped | people | 971000 | 16 | ||
| Number of policies for tax-deferred pension insurance business | 48437 | 20 | |||
| Number of poverty alleviation and flood relief households served | households | 39602 | 16 | ||
| Number of poverty alleviation and flood relief points served | points | 597 | 16 | ||
| Number of poverty alleviation insurance households served | million households | 3.418 | 16 | ||
| Number of poverty alleviation workers dispatched | workers | 1911 | 16 | ||
| Number of registered impoverished people getting employed under the help offered (person) | person | 3133 | 34 | ||
| Number of registered impoverished people relieved from poverty under the help offered (person) | person | 86983 | 34 | ||
| Number of registered impoverished people relieved from poverty under the help offered in industrial projects (person) | person | 42981 | 34 | ||
| Number of rural poor people covered by targeted poverty alleviation projects | million people | 1.21 | 16 | ||
| Number of targeted poverty alleviation projects undertaken | projects | 18 | 16 | ||
| Number of urban and rural residents with serious illness helped | person-times | 44000 | 16 | ||
| Ranking among 2019 China's Most Valuable Brands | th | 5 | 6 | ||
| Ranking among Fortune Global 500 List | th | 51 | 6 | ||
| Ranking among World's 500 Most Influential Brands | th | 132 | 6 | ||
| Risk protection for family planning insurance | billion yuan | 500 | 20 | ||
| Targeted assistance for impoverished areas - people covered | million people | 7 | 17 |
Resources contributed (e.g. money or time) to the focus area.
| Indicator | Unit | 2017 | 2018 | 2019 | Report Pages |
|---|---|---|---|---|---|
| Amount of investment in financing needy students | RMB 10000 | 449.82 | 34 | ||
| Amount of investment in fixed-point poverty alleviation | RMB 10000 | 4019.26 | 34 | ||
| Amount of investment in improving the education resources in poverty-stricken areas | RMB 10000 | 139.41 | 34 | ||
| Amount of investment in industrial projects for poverty alleviation | RMB 10000 | 4282 | 34 | ||
| Amount of investment in occupational skill training | RMB 10000 | 153.83 | 34 | ||
| Amount of investment in other projects | RMB 10000 | 516188.34 | 34 | ||
| Amount of investment in the medical and health resources of poverty-stricken areas | RMB 10000 | 48.34 | 34 | ||
| Amount of relief funds entrusted in one-stop real-time settlement project | million RMB | 70 | 16 | ||
| China Life & Yao Foundation’s Sports Assistance Plan for Hundred Schools - donation | million RMB | 3.5 | 17 | ||
| China Life Charity Foundation - assistance funds for poverty-stricken counties | million RMB | 24.9465 | 17 | ||
| Commercial poverty alleviation insurance - claims processed | million claims | 1246 | 17 | ||
| Commercial poverty alleviation insurance - compensation paid | billion RMB | 1556 | 17 | ||
| Funds for targeted poverty alleviation | RMB 10000 | 525281 | 34 | ||
| Green Life poverty alleviation via healthcare - critical illness assistance donation | million RMB | 86.6 | 17 | ||
| Materials converted to cash for targeted poverty alleviation | RMB 10000 | 11666 | 34 | ||
| Number of families covered by family planning insurance | million | 15 | 20 | ||
| Number of person-times of compensation paid for critical illness insurance | person-times | 2370 | 16 | ||
| Number of students financed (person) | person | 9535 | 34 | ||
| Orphan support funds | RMB 10000 | 233.49 | 206.82 | 195.24 | 35 |
| Poverty alleviation insurance payout | billion RMB | 3.6 | 16 | ||
| Poverty alleviation through e-commerce - sales | million RMB | 26.77 | 17 | ||
| Poverty alleviation through e-commerce - year-on-year growth rate | % | 11 | 17 | ||
| Supplementary medical insurance for targeted poverty alleviation - compensation paid | million RMB | 80 | 17 | ||
| Supplementary medical insurance for targeted poverty alleviation - insurance protection provided | million person-times | 1.2 | 17 | ||
| Targeted assistance for impoverished areas - critical illness compensation | billion RMB | 4 | 17 | ||
| Total amount of charitable donations | RMB 100 million | 1.66 | 1.93 | 1.87 | 35 |
Direct (Scope 1) and energy indirect (Scope 2) greenhouse gas emissions (in tonnes) and, where appropriate, intensity (e.g. per unit of production volume, per facility).
| Standard Indicator | Unit | 2017 | 2018 | 2019 |
|---|---|---|---|---|
| Direct GHG Emissions (Scope 1) | tons of CO2 equivalent | 2287.13 | ||
| Indirect Energy Emissions (Scope 2) | tons of CO2 equivalent | 119218.58 | ||
| Total GHG Emissions | tons of CO2 equivalent | 17113.07 | 117553.47 | 142505.71 |
| Total GHG Emissions Intensity (By Revenue) | tons of CO2 equivalent / RMB 10000 revenue | 1.91 |
Total hazardous waste produced (in tonnes) and, where appropriate, intensity (e.g. per unit of production volume, per facility).
| Standard Indicator | Unit | 2019 |
|---|---|---|
| Hazardous Waste (Used Batteries) | pieces | 69671 |
Total non-hazardous waste produced (in tonnes) and, where appropriate, intensity (e.g. per unit of production volume, per facility).
| Standard Indicator | Unit | 2019 |
|---|---|---|
| Paper Waste | tons | 357.218 |
Direct and/or indirect energy consumption by type (e.g. electricity, gas or oil) in total (kWh in '000s) and intensity (e.g. per unit of production volume, per facility).
| Standard Indicator | Unit | 2017 | 2018 | 2019 |
|---|---|---|---|---|
| Comprehensive Energy Consumption Intensity (By Revenue) | kg of standard coal / RMB 10000 revenue | 0.46 | ||
| Gasoline Consumption | liters | 320462.18 | 2057733.79 | 4857404.76 |
| Natural Gas Consumption | cubic meters | 2170248.16 | 3726442.88 | 3726428.88 |
| Purchased Electricity | kWh | 26658846.07 | 186825632.8 | 191381747.4 |
| Total Energy Consumption | tons of standard coal | 34395.7 |
Water consumption in total and intensity (e.g. per unit of production volume, per facility).
| Standard Indicator | Unit | 2017 | 2018 | 2019 |
|---|---|---|---|---|
| Water Consumption Intensity (By Revenue) | tons / RMB 10000 revenue | 25.06 | ||
| Water Consumption in Office | ton | 605681.29 | 2206760.62 | 1867224.09 |
Total packaging material used for finished products (in tonnes) and, if applicable, with reference to per unit produced.
| Standard Indicator | Unit | 2017 | 2018 | 2019 |
|---|---|---|---|---|
| Packaging Material Consumption (Paper) | t | 237.26 | 1146.8 | 3751.28 |
Total workforce by gender, employment type (for example, full- or part-time), age group and geographical region.
| Standard Indicator | Unit | 2017 | 2018 | 2019 |
|---|---|---|---|---|
| Number of Full-time Employees | person | 2053 | 2189 | 3600 |
| Number of Part-time Employees | person | 169684 | 179121 | 222646 |
| Number of Total Employees | person | 100920 | 101335 | 102250 |
| Percentage of Employees Aged Below 30 | % | 43.92 | 41.94 | 41.18 |
| Percentage of Female Employees | % | 57.5 | 57.01 | 56.81 |
The percentage of employees trained by gender and employee category (e.g. senior management, middle management).
| Standard Indicator | Unit | 2017 | 2018 | 2019 |
|---|---|---|---|---|
| Percentage of Employees Trained | % | 97.53 | 100 | 100 |
| Percentage of New Employees Trained | % | 96 | 100 | 100 |
| Percentage of Trained Senior Management | % | 98.86 | 100 | 100 |
The average training hours completed per employee by gender and employee category.
| Standard Indicator | Unit | 2017 | 2018 | 2019 |
|---|---|---|---|---|
| Average Training Hours (General Employees) | hour | 125.26 | 138.5 | 127.5 |
| Average Training Hours (Senior Management) | hour | 147.58 | 194.6 | 153.1 |
| Average Training Hours per Employee | hour | 126.88 | 122.28 | 128.1 |
Number of suppliers by geographical region.
| Standard Indicator | Unit | 2018 | 2019 |
|---|---|---|---|
| Number of Total Suppliers | 8659 | 19806 |
Number of products and service related complaints received and how they are dealt with.
| Standard Indicator | Unit | 2019 |
|---|---|---|
| Number of Products and Service Related Complaints | 383 | |
| Total Number of Customer Complaints | 1898 |
Resources contributed (e.g. money or time) to the focus area.
| Standard Indicator | Unit | 2017 | 2018 | 2019 |
|---|---|---|---|---|
| Investment in Education Donation | RMB 10000 | 449.82 | ||
| Investment in Targeted Poverty Alleviation | RMB 10000 | 53310.67 | ||
| Total Public Welfare Donations | RMB 100 million | 1.66 | 1.93 | 1.87 |
| Total Social Investment | RMB 10000 | 233.49 | 206.82 | 521694.24 |