CORPORATE SOCIAL RESPONSIBILITY REPORT 2020
Extracted ESG KPIs
KPIs are organized by ESG aspects.
The types of emissions and respective emissions data.
| Indicator | Unit | 2020 | Report Pages |
|---|---|---|---|
| Exhaust emission (tonnes) | tonnes | 0.15 | 56 |
| Total NOₓ emissions (tonnes) | tonnes | 0.0048 | 56 |
| Total SO₂ emissions (tonnes) | tonnes | 0.14 | 56 |
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 | 2020 | Report Pages |
|---|---|---|---|
| Direct GHG emissions (Scope 1) (tonnes) | tonnes | 989.56 | 56 |
| GHG emissions per square metre in office area (Scope 1 and 2) (tonnes per square meter) | tonnes per square meter | 0.03 | 56 |
| Indirect GHG emissions (Scope 2) (tonnes) | tonnes | 14372.42 | 56 |
| Purchased electricity (tonnes) | tonnes | 14372.42 | 56 |
| Total GHG emissions (Scopes 1 and 2) (tonnes) | tonnes | 15361.97 | 56 |
Total hazardous waste produced (in tonnes) and, where appropriate, intensity (e.g. per unit of production volume, per facility).
| Indicator | Unit | 2020 | Report Pages |
|---|---|---|---|
| Hazardous waste (tonnes) | tonnes | 7.89 | 56 |
| Hazardous waste per capita (tonnes per employee) | tonnes per employee | 0.00053 | 56 |
Total non-hazardous waste produced (in tonnes) and, where appropriate, intensity (e.g. per unit of production volume, per facility).
| Indicator | Unit | 2020 | Report Pages |
|---|---|---|---|
| Non-hazardous waste (tonnes) | tonnes | 1039.74 | 56 |
| Non-hazardous waste per capita (tonnes per employee) | tonnes per employee | 0.07 | 56 |
| Paper consumption (tonnes) | tonnes | 222.12 | 57 |
| Paper consumption per capital (tonnes per employee) | tonnes per employee | 0.015 | 57 |
Description of emissions target(s) set and steps taken to achieve them.
| Indicator | Unit | 2020 | Report Pages |
|---|---|---|---|
| Carbon dioxide equivalents reduction from paperless proposals | tonnes | 174.8 | 58 |
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 | 2020 | Report Pages |
|---|---|---|---|
| Food waste reduction in canteen of NCI Yizhuang Support Center compared with previous month | tonnes | 2.2 | 54 |
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 | 2020 | Report Pages |
|---|---|---|---|
| Direct energy (MWh) | MWh | 4343.67 | 57 |
| Energy consumption per square metre in office area | MWh per square meter | 0.052 | 57 |
| Gasoline (MWh) | MWh | 2846.32 | 57 |
| Gasoline (tonnes) | tonnes | 696.77 | 56 |
| Indirect energy (MWh) | MWh | 21472.48 | 57 |
| Natural gas (MWh) | MWh | 1497.35 | 57 |
| Natural gas (tonnes) | tonnes | 292.79 | 56 |
| Purchase electricity (MWh) | MWh | 21472.48 | 57 |
| Total energy consumption (MWh) | MWh | 25816.16 | 57 |
Water consumption in total and intensity (e.g. per unit of production volume, per facility).
| Indicator | Unit | 2020 | Report Pages |
|---|---|---|---|
| Water consumption (tonnes) | tonnes | 135592.37 | 57 |
| Water consumption per capital (tonnes per employee) | tonnes per employee | 9.16 | 57 |
Description of energy use efficiency target(s) set and steps taken to achieve them.
| Indicator | Unit | 2020 | Report Pages |
|---|---|---|---|
| Cloud platform average annual physical server usage reduction | physical servers | 260 | 41 |
| Cloud platform average number of virtualized servers | virtual servers | 17 | 41 |
| Expected annual electricity savings from renovated gas boilers in Yizhuang | kWh | 1866.1 | 54 |
Total packaging material used for finished products (in tonnes) and, if applicable, with reference to per unit produced.
| Indicator | Unit | 2020 | Report Pages |
|---|---|---|---|
| Number of pieces of paper saved through the New Era Sales Platform | pieces of paper | 13796000 | 58 |
Description of the significant impacts of activities on the environment and natural resources and the actions taken to manage them.
| Indicator | Unit | 2020 | Report Pages |
|---|---|---|---|
| Intelligent Q&A system average daily service volume | times per day | 4600 | 41 |
| Intelligent Q&A system customer service robot dialogue reserves | million dialogues | 614.52 | 41 |
| Intelligent calling system concurrent calls capacity | concurrent calls | 80 | 41 |
| Intelligent calling system daily average number of calls | calls per day | 33000 | 41 |
| Intelligent calling system total number of calls | calls | 580000 | 41 |
| OCR image recognition platform paper saved | sheets | 10000 | 41 |
Total workforce by gender, employment type (for example, full- or part-time), age group and geographical region.
| Indicator | Unit | 2020 | Report Pages |
|---|---|---|---|
| 30 years old - 49 years old (workforce by age, NCI headquarters only) | people | 939 | 45 |
| 30 years old - 49 years old percentage (workforce by age, NCI headquarters only) | percentage | 54.72% | 45 |
| 50 years old and above (workforce by age, NCI headquarters only) | people | 105 | 45 |
| 50 years old and above percentage (workforce by age, NCI headquarters only) | percentage | 6.12% | 45 |
| Amount of pension paid under Soothing Program | RMB | 103601700 | 67 |
| Bachelor below (workforce by education background, NCI headquarters and 35 branches) | people | 10694 | 45 |
| Bachelor below percentage (workforce by education background, NCI headquarters and 35 branches) | percentage | 30.15% | 45 |
| Bachelor degree holders (workforce by education background, NCI headquarters and 35 branches) | people | 23218 | 45 |
| Bachelor degree holders percentage (workforce by education background, NCI headquarters and 35 branches) | percentage | 65.45% | 45 |
| China GDP exceeded RMB100 trillion for the first time | trillion RMB | 100 | 6 |
| Contracted field sales staff (workforce by professionalism, NCI headquarters and 35 branches) | people | 11310 | 45 |
| Contracted field sales staff percentage (workforce by professionalism, NCI headquarters and 35 branches) | percentage | 31.88% | 45 |
| Female workforce (workforce by gender, NCI headquarters and 35 branches) | people | 23391 | 45 |
| Female workforce percentage (workforce by gender, NCI headquarters and 35 branches) | percentage | 65.94% | 45 |
| Male workforce (workforce by gender, NCI headquarters and 35 branches) | people | 12083 | 45 |
| Male workforce percentage (workforce by gender, NCI headquarters and 35 branches) | percentage | 34.06% | 45 |
| Managerial personnel (workforce by professionalism, NCI headquarters and 35 branches) | people | 1727 | 45 |
| Managerial personnel percentage (workforce by professionalism, NCI headquarters and 35 branches) | percentage | 4.87% | 45 |
| Master degree holders (workforce by education background, NCI headquarters and 35 branches) | people | 1562 | 45 |
| Master degree holders percentage (workforce by education background, NCI headquarters and 35 branches) | percentage | 4.40% | 45 |
| NCI agent headcount | agents | 606000 | 6 |
| NCI gross written premiums (GWP) | RMB | 159511000000 | 6 |
| NCI total assets under management | RMB | 1000000000000 | 6 |
| Number of back-office employees | employees | 24164 | 44 |
| Number of field personnel | employees | 11310 | 44 |
| Number of people insured under Worry-free grey hairs project | million | 10 | 67 |
| Others (workforce by professionalism, NCI headquarters and 35 branches) | people | 8640 | 45 |
| Others percentage (workforce by professionalism, NCI headquarters and 35 branches) | percentage | 24.36% | 45 |
| Professional personnel (workforce by professionalism, NCI headquarters and 35 branches) | people | 3495 | 45 |
| Professional personnel percentage (workforce by professionalism, NCI headquarters and 35 branches) | percentage | 9.85% | 45 |
| Sales personnel and sales management (workforce by professionalism, NCI headquarters and 35 branches) | people | 21612 | 45 |
| Sales personnel and sales management percentage (workforce by professionalism, NCI headquarters and 35 branches) | percentage | 60.92% | 45 |
| Total number of employees | employees | 35474 | 44 |
| Total workforce (workforce by age, NCI headquarters only) | people | 1716 | 45 |
| Total workforce (workforce by education background, NCI headquarters and 35 branches) | people | 35474 | 45 |
| Total workforce (workforce by gender, NCI headquarters and 35 branches) | people | 35474 | 45 |
| Total workforce (workforce by professionalism, NCI headquarters and 35 branches) | people | 35474 | 45 |
| Total workforce percentage (workforce by age, NCI headquarters only) | percentage | 100.00% | 45 |
| Total workforce percentage (workforce by education background, NCI headquarters and 35 branches) | percentage | 100.00% | 45 |
| Total workforce percentage (workforce by gender, NCI headquarters and 35 branches) | percentage | 100.00% | 45 |
| Total workforce percentage (workforce by professionalism, NCI headquarters and 35 branches) | percentage | 100.00% | 45 |
| Under 30 years old (workforce by age, NCI headquarters only) | people | 672 | 45 |
| Under 30 years old percentage (workforce by age, NCI headquarters only) | percentage | 39.16% | 45 |
Employee turnover rate by gender, age group and geographical region.
| Indicator | Unit | 2020 | Report Pages |
|---|---|---|---|
| NCI GWP year-on-year increase | % | 15.5 | 6 |
| NCI agent headcount year-on-year increase | % | 19.5 | 6 |
| NCI first year premiums of 19 branches increase | % | more than 50 | 6 |
Number and rate of work-related fatalities occurred in each of the past three years including the reporting year.
| Indicator | Unit | 2020 | Report Pages |
|---|---|---|---|
| Settled indemnity amount in relation to COVID-19 | RMB million | 1201.8686 | 70 |
Lost days due to work injury.
| Indicator | Unit | 2020 | Report Pages |
|---|---|---|---|
| Total claims | million pieces | 250 | 29 |
Description of occupational health and safety measures adopted, and how they are implemented and monitored.
| Indicator | Unit | 2020 | Report Pages |
|---|---|---|---|
| Number of cases related to COVID-19 claimed | cases | 115 | 30 |
The percentage of employees trained by gender and employee category (e.g. senior management, middle management).
| Indicator | Unit | 2020 | Report Pages |
|---|---|---|---|
| NCI benchmarking completion rate | % | 80 | 6 |
| NCI benchmarking indicators fulfilled | indicators | 98 | 6 |
| NCI internal management benchmarking indicators set | indicators | 119 | 6 |
| NCI online training broadcasts | broadcasts | 3600 | 6 |
| Number of E-learning online courses | courses | 338 | 49 |
| Number of E-learning online learners | people | 22875 | 49 |
| Number of NCI agents | people | 606000 | 49 |
| People granted the certificate of risk manager (junior) | people | 15775 | 49 |
| People participated in the training of the Company's personal insurance risk manager (junior) | people | 67754 | 49 |
| Percentage of basic-level staff trained | 95% | 48 | |
| Percentage of female staff trained | 96% | 48 | |
| Percentage of male staff trained | 95% | 48 | |
| Percentage of middle-level staff trained | 100% | 48 | |
| Percentage of senior-level staff trained | 100% | 48 |
The average training hours completed per employee by gender and employee category.
| Indicator | Unit | 2020 | Report Pages |
|---|---|---|---|
| Average training time of basic-level staff | H | 53 | 48 |
| Average training time of female staff | H | 51 | 48 |
| Average training time of male staff | H | 58 | 48 |
| Average training time of middle-level staff | H | 64 | 48 |
| Average training time of senior-level staff | H | 55 | 48 |
| E-learning online learning time | hrs | 1001349 | 49 |
Number of suppliers by geographical region.
| Indicator | Unit | 2020 | Report Pages |
|---|---|---|---|
| Number of suppliers in 2020 - Beijing | 131 | 19 | |
| Number of suppliers in 2020 - Chongqing | 24 | 19 | |
| Number of suppliers in 2020 - Guangdong | 119 | 19 | |
| Number of suppliers in 2020 - Hebei | 82 | 19 | |
| Number of suppliers in 2020 - Jiangsu | 117 | 19 | |
| Number of suppliers in 2020 - Jining | 90 | 19 | |
| Number of suppliers in 2020 - Liaoning | 13 | 19 | |
| Number of suppliers in 2020 - Shandong | 263 | 19 | |
| Number of suppliers in 2020 - Shanghai | 49 | 19 | |
| Number of suppliers in 2020 - Tianjin | 52 | 19 | |
| Number of suppliers in 2020 - Zhejiang | 52 | 19 |
Number of products and service related complaints received and how they are dealt with.
| Indicator | Unit | 2020 | Report Pages |
|---|---|---|---|
| Average settlement rate | day | 0.46 | 29 |
| Claim amounts paid for sanitation worker insurance project | RMB | 17865000 | 62 |
| Claim amounts related to COVID-19 | million RMB | 12 | 30 |
| Claims amount | billion RMB | 11.6 | 29 |
| Cloud platform virtual machines built | virtual machines | 3920 | 41 |
| Number of claims completed in relation to COVID-19 | claims | 115 | 70 |
| Number of claims paid for sanitation worker insurance project | claims | 199 | 62 |
| Number of claims settled under Critical Illness Insurance for Children in Rural Areas in China | claims | 7158 | 67 |
| Number of claims settled under Worry-free grey hairs project | claims | 90000 | 67 |
| Number of consumer complaints received from CBIRC and dispatched agencies (Q2) | 1101 | 21 | |
| Number of consumer complaints received from CBIRC and dispatched agencies (Q3) | 1221 | 21 | |
| Number of self-service claims | claims | 172000 | 30 |
| Number of times risk warning or information shared (insurance cases as examples for risk introduction) | 255000 | 21 | |
| Number of views attracted by risk warning or information | 1121000 | 21 | |
| OCR image recognition platform average daily recognition requests | requests per day | 45000 | 41 |
| OCR image recognition platform peak daily recognition requests | requests per day | 120000 | 41 |
| Percentage of complaints concentrated in East China (Q2) | 20.25% | 21 | |
| Percentage of complaints concentrated in Northeast China (Q2) | 19.16% | 21 | |
| Percentage of complaints concentrated in Northwest China (Q2) | 26.70% | 21 | |
| Percentage of complaints from East China (Q3) | 21.76% | 21 | |
| Percentage of complaints from Northeast China (Q3) | 20.87% | 21 | |
| Percentage of complaints from Northwest China (Q3) | 21.32% | 21 | |
| Percentage of complaints related to claims disputes (Q2) | 13.90% | 21 | |
| Percentage of complaints related to claims disputes (Q3) | 16.46% | 21 | |
| Percentage of complaints related to sales disputes (Q2) | 42.80% | 21 | |
| Percentage of complaints related to type of businesses and services (Q2) | 42.80% | 21 | |
| Percentage of complaints related to type of businesses and services (Q3) | 35.14% | 21 | |
| Success rate of insurance claims and compensation | 97.48% | 29 |
Description of preventive measures and whistle-blowing procedures, and how they are implemented and monitored.
| Indicator | Unit | 2020 | Report Pages |
|---|---|---|---|
| Number of proposals delivered through the New Era Sales Platform | proposals | 5128000 | 58 |
| Number of reports by media on activities | 1288 | 21 |
Focus areas of contribution (e.g. education, environmental concerns, labour needs, health, culture, sport).
| Indicator | Unit | 2020 | Report Pages |
|---|---|---|---|
| Impoverished people lifted out of poverty in China | people | 100000000 | 6 |
| Number of NCI volunteer league branches established | 35 | 64 | |
| Number of NCI volunteer league branches participating in Sanitation Workers' Day | branches | 35 | 62 |
| Number of NCI volunteer league celebration activities for Sanitation Workers' Day | activities | 182 | 62 |
| Number of cities where sanitation worker insurance project was implemented | cities | 133 | 62 |
| Number of consumers directly connected through activities | 12460000 | 21 | |
| Number of graphical articles published on WeChat official accounts | 718 | 21 | |
| Number of media outlets reporting on activities | 249 | 21 | |
| Number of office and field staff participating in '3-15' Promotion Week | 500000 | 21 | |
| Number of pandemic prevention activities organized by NCI branches | 362 | 64 | |
| Number of publicity materials distributed through online channels | 1320000 | 21 | |
| Number of rural children benefiting from Critical Illness Insurance for Children in Rural Areas in China | children | 300000 | 67 |
| Participants attracted by XinhuaHui livestream marketing | participants | 1850000 | 6 |
| Ranking at Top 100 Most Valuable China Brands (WPP&Millward Brown BrandZ) | rank | 78 | 72 |
| Ranking in China's 100 Most Valuable Brands (Brand Finance) | rank | 34 | 72 |
| Ranking in China's Fortune 500 (Fortune China) | rank | 62 | 72 |
| Ranking in China's Top 500 Enterprises (China Enterprise Confederation) | rank | 130 | 72 |
| Ranking in the World's 2000 Largest Public Companies (Forbes) | rank | 330 | 72 |
Resources contributed (e.g. money or time) to the focus area.
| Indicator | Unit | 2020 | Report Pages |
|---|---|---|---|
| Accumulative amount of premium under Critical Illness Insurance for Children in Rural Areas in China | million RMB | 58.759 | 67 |
| Accumulative insured amount donated for sanitation worker insurance project | RMB | 2288000000 | 62 |
| Number of people benefiting from Soothing Program | people | 32005 | 67 |
| Number of sanitation workers benefiting from insurance project | people | 830000 | 62 |
| Number of voluntary service activities organized by NCI branches | 2469 | 64 | |
| Number of volunteers involved in voluntary service activities | 29421 | 64 | |
| Number of volunteers recruited by NCI volunteer league | 44705 | 64 | |
| Total amount donated in aids to Huangyang Town, Inner Mongolia Autonomous Region | million RMB | 3.62 | 64 |
| Total hours of voluntary service provided | hours | 96199.6 | 64 |
The types of emissions and respective emissions data.
| Standard Indicator | Unit | 2020 |
|---|---|---|
| NOₓ Emissions | tonnes | 0.0048 |
| SOₓ Emissions | tonnes | 0.14 |
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 | 2020 |
|---|---|---|
| Direct GHG Emissions (Scope 1) | tonnes | 989.56 |
| Indirect Energy Emissions (Scope 2) | tonnes | 14372.42 |
| Total GHG Emissions | tonnes | 15361.97 |
| Total GHG Emissions Intensity (By Area) | tonnes per square meter | 0.03 |
Total hazardous waste produced (in tonnes) and, where appropriate, intensity (e.g. per unit of production volume, per facility).
| Standard Indicator | Unit | 2020 |
|---|---|---|
| Total Hazardous Waste | tonnes | 7.89 |
| Total Hazardous Waste Intensity (By Employee) | tonnes per employee | 0.00053 |
Total non-hazardous waste produced (in tonnes) and, where appropriate, intensity (e.g. per unit of production volume, per facility).
| Standard Indicator | Unit | 2020 |
|---|---|---|
| Total Non-Hazardous Waste Intensity (By Employee) | tonnes per employee | 0.07 |
Description of emissions target(s) set and steps taken to achieve them.
| Standard Indicator | Unit | 2020 |
|---|---|---|
| CO2 Emissions Reduction Compared to Last Year | tonnes | 174.8 |
| GHG Emissions Reduction Compared to Last Year | tonnes | 174.8 |
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 | 2020 |
|---|---|---|
| Energy Consumption Intensity (By Area) | MWh per square meter | 0.052 |
| Gasoline Consumption | MWh | 2846.32 |
| Natural Gas Consumption | MWh | 1497.35 |
| Purchased Electricity | MWh | 21472.48 |
| Total Direct Energy Consumption | MWh | 4343.67 |
| Total Energy Consumption | MWh | 25816.16 |
| Total Indirect Energy Consumption | MWh | 21472.48 |
Water consumption in total and intensity (e.g. per unit of production volume, per facility).
| Standard Indicator | Unit | 2020 |
|---|---|---|
| Water Consumption | tonnes | 135592.37 |
Description of energy use efficiency target(s) set and steps taken to achieve them.
| Standard Indicator | Unit | 2020 |
|---|---|---|
| Electricity Usage Reduction Compared to Last Year | kWh | 1866.1 |
Total packaging material used for finished products (in tonnes) and, if applicable, with reference to per unit produced.
| Standard Indicator | Unit | 2020 |
|---|---|---|
| Packaging Material Consumption (Paper) | tonnes | 222.12 |
Total workforce by gender, employment type (for example, full- or part-time), age group and geographical region.
| Standard Indicator | Unit | 2020 |
|---|---|---|
| Number of Bachelor's Degree Employees | people | 23218 |
| Number of Below Junior College Employees | people | 10694 |
| Number of Employees Aged 30-50 | people | 939 |
| Number of Employees Aged Above 50 | people | 105 |
| Number of Employees Aged Below 30 | people | 672 |
| Number of Female Employees | people | 23391 |
| Number of Male Employees | people | 12083 |
| Number of Master's Degree Employees | people | 1562 |
| Number of Total Employees | employees | 35474 |
| Percentage of Bachelor's Degree Employees | percentage | 65.45 |
| Percentage of Below Junior College Employees | percentage | 30.15 |
| Percentage of Employees Aged 30-50 | percentage | 54.72 |
| Percentage of Employees Aged Above 50 | percentage | 6.12 |
| Percentage of Employees Aged Below 30 | percentage | 39.16 |
| Percentage of Female Employees | percentage | 65.94 |
| Percentage of Male Employees | percentage | 34.06 |
| Percentage of Master's Degree Employees | percentage | 4.4 |
The percentage of employees trained by gender and employee category (e.g. senior management, middle management).
| Standard Indicator | Unit | 2020 |
|---|---|---|
| Percentage of Employees Trained | % | 95 |
| Percentage of Trained Female Employees | % | 96 |
| Percentage of Trained General Employees | % | 95 |
| Percentage of Trained Male Employees | % | 95 |
| Percentage of Trained Middle Management | % | 100 |
| Percentage of Trained Senior Management | % | 100 |
The average training hours completed per employee by gender and employee category.
| Standard Indicator | Unit | 2020 |
|---|---|---|
| Average Training Hours (Female) | H | 51 |
| Average Training Hours (General Staff) | H | 53 |
| Average Training Hours (Male) | H | 58 |
| Average Training Hours (Middle Management) | H | 64 |
| Average Training Hours (Senior Management) | H | 55 |
| Average Training Hours per Employee | H | 53 |
Number of suppliers by geographical region.
| Standard Indicator | Unit | 2020 |
|---|---|---|
| Number of Suppliers in Mainland China | 992 | |
| Number of Total Suppliers | 992 |
Percentage of total products sold or shipped subject to recalls for safety and health reasons.
| Standard Indicator | Unit |
|---|---|
| Percentage of Recalled Products for Safety and Health Reasons |
Number of products and service related complaints received and how they are dealt with.
| Standard Indicator | Unit | 2020 |
|---|---|---|
| Total Number of Customer Complaints | 1221 |
Resources contributed (e.g. money or time) to the focus area.
| Standard Indicator | Unit | 2020 |
|---|---|---|
| Number of Registered Volunteers | 44705 | |
| Number of Volunteer Activities Sessions | 2469 | |
| Total Public Welfare Donations | million RMB | 3.62 |
| Total Social Investment | million RMB | 3.62 |
| Total Volunteer Service Hours | hours | 96199.6 |