Ping An Group and Ping An Health jointly hosted the “Home-Based Senior Care: Three-Fold Peace of Mind” Open Experience Day. At the event, Ping An Health unveiled three new services in housing, entertainment, and nursing, and systematically explained the continuously iterative “three-in-one” senior care concierge service system and the construction results of the “Medical, Nursing, Housing, and Entertainment” Alliances of Ping An home-based senior care. Ping An Health (Testing) Center introduced its one-stop service of “screening-diagnosis-management-treatment-care” built on four core services: medical imaging, in-depth health check-ups, health management, and specialty departments.
Three New Services Address Pain Points in Home-Based Senior Care
As the aging process inevitably enters an accelerated phase, health and senior care issues were a key focus of government work reports and social attention at the 2025 Two Sessions. Home-based senior care, as China’s most mainstream senior care model, has huge market potential.
Yao Yao, General Manager of Home-Based Senior Care Business Center at Ping An Health, explained: “According to our market insights and customer research, the demand for home safety is a rigid need for the elderly in terms of housing; regarding medical care, there is a supply-demand gap in the care of 44 million disabled and semi-disabled elderly people; regarding entertainment, the demand for elderly cultural tourism is strong, and the silver-haired tourism market exceeds RMB3 trillion; regarding healthcare, aging leads to a doubling of total medical expenses every 10 years. Therefore, home safety, medical care, entertainment, and healthcare markets will usher in huge development opportunities.”
To address the pain points of customers in housing, nursing, and entertainment, Ping An Health has launched three new services, continuously iterating its “three-in-one” senior care concierge services.
In terms of “housing,” the new “safety emergency services” will be launched in 20 cities across China in April this year. Relying on smart devices, the service proactively monitors elderly individuals’ in-home risks, and will trigger a three-tiered response from the concierge and two types of emergency services according to the risk level. The service mainly monitors specific behavioral abnormal risks through fall radar, voice help, and rope alarm, and early warns of environmental risks through gas, smoke, and water leakage alarms, and manages health indicators through sleep, blood sugar, and blood pressure monitoring. The concierge will provide remote rescue guidance and assistance through a low-to-high 3-level response mechanism. In addition, when the smart device triggers an alarm and the service staff cannot contact the elderly and emergency contact person after multiple calls, they can quickly check and assist on-site, and coordinate necessary 120 rescue or maintenance services.
In terms of “entertainment,” Ping An home-based senior care provides high-quality educational resources and spiritual care. By cooperating with prestigious universities such as Peking University, it creates a high-quality university learning experience for the elderly, fulfilling their dreams. Regarding cultural tourism services, Ping An’s first high-quality travel and residence base “Huangshan Sojourn,” which was jointly built by Ping An home-based senior care and its service provider, is even more widely praised for its professional customized plan that integrates healthcare, travel and residence, realizing a new way of life for the elderly. If elderly people encounter any problems on the way, they can contact the Ping An concierge for help. The doctor concierges are online 24 hours a day and provide customized on-board medicine kits. In addition, the project has built a Ping An concierge service experience center, where elderly people can visit and experience the cutting-edge senior care service model up close. To ensure the customer service experience, the project also requires service providers to strictly implement every detail of the itinerary according to the “five management and ten dimension” service standards, striving to achieve real-time quality control and worry-free travel.
In terms of “nursing,” to bridge the last mile of caregiving, Ping An home-based senior care can offer support through its “caring managers,” including on-site assessments, professional care services, personalized nursing bed recommendations, and in-patient escort and assistance for elderly individuals with partial or complete disabilities. At present, nearly 100 “caring managers” with relevant professional backgrounds have been trained and entered the database, and they are linked to 128 institutions and 26,000+ beds to provide professional and customized caring plans for elderly people in needs. The service has recently been launched in 20 cities and will continue to expand its coverage in 2025.
Under the guidance of Ping An Group’s “integrated finance + health and senior care” strategy, Ping An Health has recently developed the differentiated “insurance + home-based senior care” model, and continuously iterated the “three-in-one” senior care concierge service system covering AI concierges, life concierges and doctor concierges. Among them, AI concierges rely on smart devices and a proprietary smart system to offer 24/7 online protection and real-time response; life concierges can connect to hundreds of healthcare services in one stop; doctor concierges can provide professional assessments and expert advice for the elderly’s medical inquiries, and offer customized senior care service recommendations.
Joint Service Results Show Significant Growth
Faced with the current market supply dispersion, inconsistent service management, and uneven standard quality, Ping An home-based senior care has joined hands with the production, education, and research sectors to create the “Housing, Nursing, Entertainment, and Medical” Alliances to jointly establish industry standards and ecology. At this open day, Ping An Health also disclosed the results of the Alliances for the first time: the number of service users for the “Nursing Alliance” in 24 years increased by more than 10 times year-on-year; the number of service users for the “Housing Alliance” increased by 2 times month-on-month 3 months after listing; the “Entertainment Alliance” has been launched in 16 provinces, with the elderly courses having been opened in 21 cities; and the number of service users for chronic diseases in the “Medical Alliance” in 24 years increased by 9 times year-on-year.
During the event, the guests also visited the Ping An Home-Based Senior Care Exhibition Hall and Testing Center, experiencing a series of smart age-friendly transformation projects and professional medical services, such as AI concierges, smart voice call terminals, sleep monitoring pads, multi-functional electric nursing beds, electric transfer machines, and portable bathing robots, as well as experiencing the professionalism, convenience, and customization of Ping An home-based senior care services.
Ping An Health (Testing) Center builds a new ecosystem integrating medical care and longevity, and its business map extends to home-based senior care and health care travel and residence, leveraging Ping An’s medical and health care initiatives to build a closed loop of “medical + senior care” business.
Relying on cutting-edge equipment such as PET/MR, it unites the alliances of renowned doctors and hospitals to strengthen the transformation efficiency, form a one-stop service closed loop, and achieve dynamic intervention through health management and specialty departments, focusing on chronic disease management, and enhancing the value of users’ life cycles.
Wu Jinjiang, Business Director of Ping An Life Insurance, said excitedly: “Ping An home-based senior care significantly empowers our insurance colleagues, providing Ping An’s insurance services with a unique service advantage. The new services introduced today are truly exciting. Safe emergency assistance and on-site care for disabled individuals address our customers' critical needs, and the Company has effectively addressed their concerns. Ping An’s joint senior care ecosystem is becoming increasingly robust, allowing our customers to confidently anticipate a high-quality elderly life.”
Accelerating the Implementation of the Medical Insurance Synergy Strategy
Last week, Ping An released its 2024 annual results. The announcement shows that Ping An is continuing to promote the construction of a medical and senior care ecosystem, and the synergy between medical insurance and insurance is deepening. The progress of “insurance + health care” and “insurance + senior care” is significant, forming a differentiated competitive advantage. By the end of 2024, nearly 63% of Ping An Group’s retail integrated financial customers also enjoy the benefits provided by the medical and senior care ecosystem. The average number of their contracts is about 3.37, and the average AUM per customer is about RMB59,900, which are 1.6 times and 3.8 times that of individual customers who are not having the benefits of the ecosystem.
Chen Yao, General Manager of the Brand Department of Ping An, pointed out that senior care is a major national priority and an important area for financial institutions to demonstrate a people-oriented approach to finance. Driven by strong demand for high-quality senior care services in China, and significant opportunities in senior care finance, Ping An leverages its “integrated finance + health and senior care” strategy to develop business models including “insurance + health management,” “insurance + home-based senior care,” and “insurance + high-end senior care.” Medical insurance synergy is a strategic advantage for Ping An, and Ping An Health serves as a key hub for the Group’s medical insurance synergy model.
Focused on the medical, health, and senior care service scenarios, Ping An Health will upgrade its O2O service network to the “online, in-store, home, and company-delivered” service network in the future, and continuously improve the service cost-effectiveness and service experience. As of now, the Company has established a team of more than 50,000 internal and external doctors covering 29 departments, with over 2,900 contracted specialist doctors, including expert doctors from Fudan’s Top 100 Hospitals, nearly 4,000 partnered hospitals, approximately 105,000 partnered health service providers, over 2,600 partnered physical examination providers, 235,000 pharmacies, and more than 150 senior care service providers.
Zang Luoqi, Executive Vice President and CFO of Ping An Health, stated: “Ping An Health will always remain user-centric and adhere to the Group’s service philosophy. Guided by the operating principle of ‘deep empowerment, word-of-mouth service, and innovative growth,’ we will enrich and expand our service scenarios, committing to providing ‘worry-free, time-saving, and money-saving’ medical and senior care solutions, and continuously explore and refine our approach to health and wellness protection.”
