The Spring Festival is the most important traditional festival of the Chinese nation. It is also a day for people across the country to reunite with their families and celebrate the festival.
During the Spring Festival holiday, the financial industry launched "open-hours" services one after another to protect the financial needs of customers.
It is reported that in order to ensure that customers can enjoy convenient and high-quality services anytime and anywhere during the holidays, Ping An Life has taken multiple measures to ensure that services are "non-closing" and "continuously open" during the Spring Festival. Online policy service services on Ping An Jin Guanjia APP exceeded 675,000 times. , the intelligent customer service AskBob provided 256,000 self-service consultations, and the total amount of claims settled reached 77.9 million yuan.
Protect customer needs around the clock and help customers enjoy services "without leaving home"
It is reported that during the Spring Festival, Ping An Life provides online services 24/7. Whether it is consultation, complaints, claims, renewal, change, or surrender, customers can easily handle it through multiple channels.
As of February 18, the smart customer service AskBob of Ping An Jinguanjia APP provided a total of 256,000 self-service consultations; the manual customer service 95511 answered a total of 136,000 calls during the Spring Festival, and the consumer experience was good.
At the same time, Ping An Life makes full use of online channels to allow customers to do business at their fingertips without leaving home.
Ping An Jin Guanjia APP provides online policy services. During the Spring Festival, more than 675,000 business transactions were handled, covering policy management, claim applications, value-added services and other aspects. The "Air Customer Service" service received more than 29,000 calls during the Spring Festival, providing Customers are provided with services such as policy inquiry, payment, change, and surrender.
In terms of claims services, Ping An Life leverages the power of technology to launch an intelligent claims service of "one-sentence voice report, one-click upload of materials, and one-minute review" to make claims services faster and provide better customer experience.
According to reports, the total amount of claims settled by Ping An Life during the Spring Festival reached 77.9 million yuan, and the number of claims settled exceeded 7,009.
Value-added service rights provide customers with comprehensive health care
Ping An Life not only provides a full range of protection services, but also provides a variety of value-added service rights and interests, allowing customers to enjoy warmer health care.
For example, relying on Ping An Group's medical and health ecosystem, Ping An Life provides customers with online consultation services with 90-second response from professional doctors, as well as medical assistance services.
Taking the online consultation service as an example, customers can use this right to conduct video or voice consultation with professional doctors anytime and anywhere to solve common health problems.
During the Spring Festival, this service was used more than 106,900 times and was widely praised by customers.
Medical assistance services include registration services and hospitalization arrangements, which can help customers quickly make appointments with specialist doctors or get priority arrangements when hospitalization is needed, saving customers worry and time.
Smooth rights protection channels effectively protect consumer rights
Ping An Life attaches great importance to the protection of consumer rights and interests and has established a smooth and unobstructed complaint channel for rights protection.
During the Spring Festival, service feedback portals such as Ping An Gold Butler APP, official WeChat account, official mini program, 95511-1-8 customer complaint hotline, and 4001666333 consumer rights protection hotline remain open to ensure that customer demands can be handled and responded to in a timely manner.
According to the relevant person in charge of Ping An Life, during the Spring Festival, the number of calls to the rights protection service hotline of Ping An Life reached 4,577 times, effectively safeguarding the rights and interests of customers.
On February 13, the fourth day of the Lunar New Year, a customer called through the rights protection service hotline and said that his policy was unable to pay due to the freezing of the original policyholder's bank account. The policy was at the end of the grace period. The customer made multiple operations on the Jinguanjia APP client to apply for insurance. The person change failed, so I called to complain about client operation problems.
In order to protect the interests of customers from being damaged, agents at the rights protection service hotline patiently guide customers through the operation of the financial manager, and link to the "air customer service" agent to help customers successfully handle business and complete policy payments.
Ping An Life stated that it will continue to practice its original intention of serving the people with finance, innovate service models, use technological means to improve service efficiency and quality, provide customers with all-round protection and care, and "save worry, time and money" in financial services. Serve and protect the happiness and peace of thousands of families.
【important hint】
1. Health value-added services such as online consultation and medical assistance are provided by Ping An Health Internet Co., Ltd., which involves medical services. Ping An Health Internet Co., Ltd. only provides assistance with appointment services and does not participate in the provision of related medical services.
2. Before using the service, customers must authorize Ping An Health Internet Co., Ltd. and service providers to use relevant information to provide rights services.
3. The services involved shall not be understood in any respect as the conclusion of insurance claims or any commitment related to insurance claims.
The relevant agreements, conditions and restrictions on insurance liability and insurance claims shall be subject to the insurance contract of the insurance product.
Any insurance claim settlement results shall be subject to the review results of Ping An Life of China.
4. Ping An Life Insurance Company of China Co., Ltd. reserves the right to adjust the service content, service providers, and service provision rules.