Technological innovation empowers insurance services, especially in the context of epidemic prevention and control, the convenience and sense of gain brought by insurance technology are truly reflected in people's production and life.
On the occasion of the "7.8 National Insurance Public Awareness Day", Ping An Life actively implemented the requirements of the Insurance Association of China. Smart health services, popularization of insurance knowledge and other aspects, to improve the fairness and availability of insurance services, and to continuously improve customer experience.
In terms of epidemic prevention and control, during the epidemic, Ping An Life immediately formulated a service response plan, and issued 31 specific policies for the entire business process of policy services to ensure stable and orderly services in epidemic areas.
Relying on the online service platform, the company provides customers with 7X24-hour online insurance policy services. The air stores dispatch online resources across the country to help the epidemic areas, and provide online manual video services for complex businesses and the elderly.
While ensuring that services are not closed, the company has actively launched special service measures such as service green channels, humanized service care, and online service rights to fully protect customer service rights and physical and mental health.
Since the outbreak in March this year, online consultations have been used more than one million times a month, with an average response of 7 seconds.
Ping An Life and Ping An Health have provided free psychological counseling services for all customers for a limited time. The service was launched on April 18 and attracted more than 1,000 customers to receive it on the first day.
Ping An Life's customer service teller remotely handles business for customers through the online video of "Air Store"
In terms of aging-friendly, in order to meet the service needs of elderly customers and improve service fairness, Ping An Life has solidly promoted the “aging-friendly” transformation of financial services, and combined intelligent services with traditional methods. Help the elderly customer group cross the "digital divide", easily enjoy safe, efficient and convenient smart services, and create a "warm" service experience.
In terms of online channels, Ping An Life's Golden Butler APP launched a large-character care version, and added humanized guidance and online manual assistance for business processing links such as insurance application, claims settlement, and preservation, including adding voice explanation videos for insurance application, and AI dual-recording insurance for the elderly. People can speak slowly and provide one-on-one counseling, highlight important changes, apply online for simple claims settlement without submitting physical materials, and realize one-click manual service for elderly customers aged 60 and above.
At the same time, the company also retains traditional offline service and guarantee channels, has customer service centers in major cities across the country, and provides appointments and advance reminder services.
In the customer service center store, there are priority channels for the elderly, cash service windows, and one-stop service for the elderly who come to the counter to accompany the elderly throughout the whole process. It is also equipped with reading glasses, drinking water, medicine boxes and other convenience materials, and there is a love waiting area. Equipped with simple health testing and other experiences.
In terms of insurance claims, Ping An Life is the first in the industry to launch the "Worry-Free Claims" claims service and conduct pilot projects to proactively provide customers with full-process claims services.
With blockchain technology as the core, this model fully connects the hospitals under the jurisdiction of the prefecture-level municipal health and health commissions. On the premise of the customer's effective authorization, it realizes network encryption, mutual trust verification and point-to-point transmission, and helps customers to realize the "report upon hospitalization, and immediate discharge upon discharge." Compensation, customers don’t run errands, and information runs away.”
For the back-end manual review process, the company has innovatively developed an AI intelligent review model, combined with online survey and centralized negotiation mode, to create a simpler, more convenient, more efficient and smarter claims service system to improve claims service experience.
In terms of intelligent health services, in order to further leverage the advantages of insurance protection and contribute to the construction of "Healthy China", Ping An Life provides customers with health care, consultation, medical treatment and other service rights through "online + offline" comprehensive health management services , and relying on the intelligent application of big data and the group's advantageous health care resources, to create and upgrade the whole-cycle "health management service" health care for customers.
In 2021, Ping An Life will focus on the needs of healthy life, build a "1+N" service system, and provide customers with flexible "1 group of health care rights and interests" and "N types of health services" covering the whole process from daily health management to medical care. Choose, build a multi-level "benefits bookshelf" system covering general customers, VIPs, and high-end customers, including more than 80 rights and interests such as online consultation, medical guidance, emergency assistance, and special refueling.
In terms of popularizing insurance knowledge, in 2021, Ping An Life will carry out publicity and education activities on consumer rights protection such as the March 15 Publicity Week, the July 8 National Insurance Publicity Day, and the Financial Knowledge Popularization Month.
At the same time, the joint media created special programs such as online live programs "Finance Consumer Insurance Big Guys" and "Zhihu Insurance Roundtable Forum", and set up independent publicity areas on online and offline channels to enhance the people's awareness and ability to protect rights and interests.
In order to facilitate customer feedback, the company's official WeChat, Weibo, Douyin and other online channels have added complaints and feedback portals, and built a new 4001-666-333 direct line for consumer rights protection, with 7X24h all-weather, one-click direct access, no waiting, professional Highlights such as agent service make rights protection easier.
In 2022, Ping An Life will launch 11 specific service measures in 3 categories to meet the actual needs of new citizen customers.
New citizen customers can consult service information online at any time through 95511, Jinguanjia APP and 400 rights protection line.
For insurance policy business needs such as preservation business, renewal payment, and claim reporting, it supports nationwide online handling.
In addition, new citizens can also enjoy professional and convenient full-process health care services according to their own needs.
Since its launch, the "7.8 National Insurance Public Promotion Day" has been held for 9 consecutive years, and has been widely praised both inside and outside the industry, becoming a cultural business card of the insurance industry.
In all previous activities, Ping An Life actively participated in and solidly promoted the implementation.
In the future, Ping An Life will continue to actively respond to regulatory policies, base itself on insurance protection, adhere to the "customer-centric" concept, and use digital transformation to meet the growing business scale and evolving customer needs, promote high-quality financial development, and provide better services. Real economy, protect people's happy life.
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