On October 20th, Lelaiwa organized an internal training session for all employees regarding reproductive support policies. In an industry where policies are constantly evolving, we believe in one simple truth:Advisors should first study the material thoroughly themselves, so that clients can get accurate answers.This training is not for the general public or for marketing purposes. It focuses solely on one thing: to build a solid foundation in professionalism.

1. Why conduct this training?

In the past year, the most significant change in the field of assisted reproduction was the full implementation of medical insurance policies. In the first half of 2026, national medical insurance programs provided services to 1.7096 million people through assisted reproduction techniques. This policy benefit has truly benefited thousands of families. However, this has also led to a sharp increase in inquiries from customers, along with numerous questions regarding policy details: Should my project be covered by insurance? How should it be reported in different regions? What is the appropriate proportion for coverage?

The consultants at LELAWA face these issues every day. If the consultants have only a superficial understanding of policies, their explanations may be inaccurate, which could lead to misleading decisions by clients. Therefore, we have made “policy training” a mandatory quarterly activity, ensuring that every frontline consultant can explain things clearly and accurately.

II. Three main training modules

Module 1: Practical Issues Related to Medical Insurance Reimbursement

Based on the list and data published by the National Healthcare Administration, the system has conducted a thorough analysis:

• Which assisted reproductive procedures are covered by insurance coverage? These include egg retrieval, embryo culture, embryo transfer, sperm selection, and intracytoplasmic sperm injection.
• The process of filing for medical treatment in a different location, along with common points where this can be done.
• How can customers be guided to verify their information through official channels, such as the National Medical Insurance Service Platform app or local medical insurance authorities, rather than relying on personal experience alone?

Module 2: Compliance Red Lines

Assisted reproduction is a highly regulated field. Special training programs are designed to identify what actions are prohibited in this context.

• No promises regarding success rate, no guarantees for pregnancy outcomes.
• Do not use illegal expressions such as “covering everything” or “ensuring success”.
• Do not guide patients to seek medical treatment abroad in violation of regulations;
• Advertisements and science-related content are clearly separated from each other. We do not use science-related content as a means to conduct disguised marketing efforts.

Module Three: Humanistic Care and Communication

Families planning to have a baby often experience anxiety. The training emphasizes the importance of empathy before taking professional actions. It teaches consultants how to convey medical information in a way that also provides emotional support to clients, rather than simply presenting data in a cold and impersonal manner.

III. Three changes after the training

1.Standardize the wording of messagesAll consultants' responses to policy-related questions are based solely on the latest official guidelines, thereby minimizing any potential inconsistencies or differences from person to person.

2.Develop a habit of verification.When encountering uncertain reimbursement details, it is necessary to refer to the official guidelines before providing any responses. Avoid making vague promises like "it should be covered."

3. Enhance awareness of desensitization techniques: Before sharing customer cases, all sensitive information must be anonymized. Names, locations, and other identifiable details should be removed.

IV. LELAWA’s Understanding of “Professionalism”

In Lelaiwa’s view, professionalism doesn’t involve simply piling together medical terms. Instead, it involves three key aspects:

• 说得准Policies, processes, and risks should be clearly defined and verifiable.
• Can hold on to itComply with all regulations strictly, putting the interests of customers first.
• It has temperature：理解备孕背后的家庭期待，少一点冰冷，多一点陪伴。