Offline brokerage business accelerated, and the online open platform developed to the 2.0 stage
In 2021, Shui Di Bao will continue to promote strategic upgrading and explore the path of online + offline integration. On the one hand, the offline brokerage business of Waterdrop Insurance has accelerated and promoted business growth. On the other hand, the water drop open platform has developed to the 2.0 stage, and water drop is committed to sharing the marketing, operation, intelligence and systematization capabilities accumulated in the past with partners to jointly expand the insurance incremental market.
Waterdrop Insurance actively lays out offline brokerage business to provide new impetus for the development of insurance brokerage business. At the beginning of September 2021, the offline brokerage team of Waterdrop Insurance released the "Waterdrop Insurance Brokerage 2.0 Strategy", launched two basic laws "WE Plan" and "ME Plan", and supported the four major enabling systems of digitalization, product, training and marketing, in order to create a professional, professional and digital broker team and provide users with refined insurance services.
Online, the Waterdrop Open Platform has developed to the 2.0 stage, which can provide partners with customer-centric, data-based "online + offline" refined operation strategies and technology empowerment solutions. Since 2021, more than 150 new service partners have been added to the Waterdrop Open Platform.
The Waterdrop Open Platform can output two major solutions for partners: First, sales support solutions - to provide online and offline integration of marketing solutions, to help traditional insurance institutions improve online customer acquisition capabilities and service capabilities, as well as to establish online users and offline agents matching, trust and connection channels, to achieve a more efficient balance between supply and demand. Second, the industry empowerment solution - The Water Drop Open Platform can package and export water drops' products, marketing, operations, risk control, claims, big data and other capabilities to partners in need.
Deeply participate in the multi-site people's insurance projects, and promote the implementation of inclusive guarantees
In 2021, Shui Di Bao deeply participated in the "Beijing, Zibo, Dezhou" city Benefiting the People's Insurance Project. While providing users with universal insurance protection, it also actively exerts the synergistic effect of water drop fundraising, water drop good medicine payment and other businesses, provides local users with services such as fundraising for serious diseases and special drugs, actively explores the new model of "inclusive insurance + personal assistance + public welfare support" to benefit the people, and helps improve the multi-level medical security system.
It is worth noting that the "Zibo Qi Huibao 2021" as an operating platform of Shuidi has a total insured population of more than 1.58 million, with an insurance participation rate of 37.4%, and the insurance participation rate has set a record in Zibo City and Shandong Province, temporarily ranking first in the province and ranking in the forefront of the national huimin insurance project.
In the future, Shuidi will continue to explore the "new benchmark" of the "universal guarantee" model of more cities with a more open and win-win platform thinking, and a deeper level of scientific and technological openness and health service capabilities, with the goal of "inclusive guarantee". It is understood that in January 2022, the "Nanchang Huimin Insurance" of Shuidi as an operation platform was officially launched, open to the basic medical insurance participants in Nanchang City, only 2 working days after the launch, and the number of registered insured people has exceeded 100,000.
90% are exclusive custom products, and the fastest claim time is as low as 8 seconds
Adhering to the concept of "user first", Waterdrop Insurance strives to provide users with a full range of insurance services throughout the life cycle. In terms of product supply side, in 2021, Waterdrop Insurance has reached cooperation with more than 60 insurance companies, accumulatively launching 323 kinds of insurance products, of which 90% of the products are exclusively customized by Waterdrop Insurance and insurance companies, such as the first non-standard group of people can insure online for serious illness insurance products "Waterdrop Guardian Love Critical Illness Insurance", "Extreme Simple Version" of short-term serious illness insurance "Waterdrop Million Serious Illness Insurance 2021", family members buy more preferential price "WaterDrop Family Edition Million Medical Insurance", etc. To better meet the needs of different users for different coverage areas.
In terms of insurance services, Waterdrop Insurance has launched a "three-point and one-line" service commitment, namely: no worry about capital safety, no bother with professional explanations, no worries about the whole process of compensation, and misleading sales are the absolute red line. The survey results show that in 2021, the satisfaction of waterdrop insurance users has increased significantly, and under the condition of 5 points, more than 550,000 users have an average of 4.8 points for the online service of waterdrop protection.
In terms of claims that users care about, Waterdrop Insurance continues to increase investment and is committed to providing users with a "faster and more reliable compensation" claim experience. In September 2021, Waterdrop Insurance upgraded its claims system. On the waterdrop insurance platform, claim cases in which the amount of compensation is less than 10,000 yuan, the materials are complete and the accident responsibility is clear will automatically enter the "fast claim" service channel. Waterdrop Insurance Linkage Insurance Company provides a full set of service support to ensure that the claim conclusion is issued to the above case type users within 1-3 working days. At the same time, the "intelligent prediction of case closure time" function has been added to minimize the user's anxiety during the waiting process.
The data shows that the fastest claim limitation time in 2021 is only 8 seconds, an increase of 38.5% over the previous year, and the average limitation time of extremely fast claim cases is 10.8 hours, an increase of 27.4% over the previous year. At present, the water drop insurance intelligent claim system has covered more than 50% of daily claim cases, with an accuracy rate of 99.7% and an auxiliary efficiency of 55.9%.
It is worth noting that the droplet insurance claim service is not only "speed", but also "temperature". The "Waterdrop Insurance Claims Manager", which is responsible for 1-on-1 communication assistance, will provide a total of 860,000 minutes of telephone service in 2021. Waterdrop intelligent customer service, in 2021, a total of 320,000 claims Q&A services.
Looking forward to 2022, Yang Guang, general manager of Waterdrop Insurance Brokerage, said: "In the new year, Waterdrop Insurance will continue to provide users with more inclusive and cost-effective products, as well as more convenient and intelligent services, we will focus more on user value creation, strengthen scientific and technological output, and adhere to the service tenet of 'insurance surname insurance'." ”