Company: ATMCW
Filing Date: 2025-11-17
Form Type: DEFM14A
Source: 0001493152-25-023842
Chunk: 304

Company: ALPHATIME ACQUISITION CORP
Filing Date: 2025-11-17
Form: DEFM14A
Chunk 304
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 AXA has standard confidentiality and indemnity provisions and is governed by the laws of Hong Kong.

We have good relationships with each of FTLife and AXA and intend to continue with these agreements as we also make efforts to grow our customer base.

Customers

Our customers are both individual customers and partnered insurance providers. However, we define our customers as anyone who owns or receives value from our services, and we categorize them as either individual customers or group scheme customers. Our individual customers include policyholders, the insured under life insurance policies and beneficiaries. Our group scheme customers include master policyholders, group scheme members and beneficiaries. In calculating the number of our customers, we count each individual and entity once to avoid duplication.

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We believe that our focus on transforming our individual customers’ insurance journey with propositions tailored to their needs has contributed to the significant growth in our customer numbers. We offer services to both individual customers and partnered insurance providers, or group scheme customers, such as corporations and business organizations. As of the date of this prospectus, we have approximately 2,500 individual customers outside of the two partnered insurance providers that account for more approximately 91.7% of our total revenue for the year ended March 31, 2024.

Customer Feedback and Complaints Management

We have adopted a proactive approach to resolving customer complaints and we are committed to providing excellent service while maintaining the highest standards of professionalism and integrity. We recognize the importance of addressing customer complaints promptly, fairly, and transparently. In addition to the traditional channels of phone, letter and email, we solicit feedback from customers after purchases, service interactions and claims.

We generally manage complaints from our customers that stem from a product sold, offered for sale or withheld from sale. Additionally, we assist our customers with issues that stem from a particular service offered or failed to be offered as per the agreed terms between the customer and their insurer.

Again, we advocate for our customers through the entire complaint lifecycle all the way through to a resolution. A complaints handler is appointed to each customer. The complaints handler ensures the customer is familiar with the internal complaints procedure, but also gives hands on support through the process. The complaints handler provides guidance to the customer in how they may go about submitting a compliant to their insurer, to whom the complaint should be addressed, assistance with all documents and information which will need to be furnished with the compliant, communicating in real time so the customer knows when to expect responses from us and any other information that may be relevant to their process.

We have empowered our