Company: ATMCW
Filing Date: 2025-11-17
Form Type: DEFM14A
Source: 0001493152-25-023842
Chunk: 305

Company: ALPHATIME ACQUISITION CORP
Filing Date: 2025-11-17
Form: DEFM14A
Chunk 305
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 local teams to follow up on customer interactions pursue feedback opportunities. By reviewing customer experience and customer interactions, we can swiftly improve our product and service quality, as well as address customer feedback in a timely manner.

This practice is adopted across our market and is continuously being improved. This allows our complaints handlers to monitor overall customer sentiment and ensure that issues are addressed and resolved quickly and fairly. Training and development programs are regularly reviewed and updated to enhance client service and complaint handling skills. Additionally, regular refresher training sessions are conducted to ensure staff awareness and adherence to the complaint handling policy and procedures we have in place.

It is procedure to keep a comprehensive record of all complaints, including their nature, investigation details and actions taken. We keep records of complaints for a minimum of seven (7) years from the date of the initial complaint.

CUSTOMER SOURCING

Our Strategy

Hong Kong is home to millions of individuals who need life insurance protection but do not have the requisite knowledge of such products or lack access to traditional insurance distribution channels and these individuals come to Hong Kong to obtain insurance. To address this issue, we have taken a hands-on approach to servicing our customers and providing them access to competitively priced insurance policies from our partners. We put customers at the heart of everything we do, adopting a distribution model that focuses on establishing and expanding our long-term partnerships with insurance providers to expand our portfolio of insurance products offered in Hong Kong.

All of our customers are sourced by referrals from our corporate referrers and walk-ins. Referrers are positioned only to effect introductions of its clients to HCYC HK as referrers have an existing network of potential clients. A referrer must not provide any advice or recommendations to customers on any specific insurance protections or products, must not introduce or seek to explain any specific insurance products when dealing with customers and must not seek to persuade customers to buy specific insurance products. Rather, a referrer must limit its role only to introducing customers to us. The referrer should explain to a prospective customer that he/she is the referrer and while he/she can arrange to introduce the customer to us, any advice on insurance matters or specific insurance products from authorized insurers in Hong Kong, would need to be provided to the customer by us in Hong Kong and we would assist the customer with any application for insurance the client may wish to make in Hong Kong.

We are still working on strategies and policies for which we can better measure and manage customer retention rates.

The Insurance Authority (IA) is the sole regulator of insurance intermediaries in