Ping An Property & Casualty Released the 2021 Annual Claims Service Report

Recently, Ping An Property & Casualty announced the 2021 annual claims service report (hereinafter referred to as the "report"), the annual claim amount exceeded 148.4 billion yuan, the number of claims paid was 74.72 million, the number of online claims exceeded 67.91 million, the average loss rate reached 99.13%, and the average daily compensation was 400 million yuan, and the people-centered insurance spirit was implemented with practical actions to provide customers with solid protection.

Technology empowers claims to run out of acceleration

Risk is everywhere in life. The report shows that the most risk-prone scenarios for vehicles are guardrails, barrier poles, electric vehicles, flowers and trees, and housing construction; the top five risk scenarios for travel and home life are falls, animal injuries, traffic accidents, sharp object injuries and smashing injuries.

Insurance is a solid backing for the public to deal with risks.

In 2021, in order to provide more warm insurance services to car owners, Ping An Property & Casualty launched the "Five Hearts Car Insurance" service system, upgraded the "one-click claim", and through the "warm claim 6+N" action of "holiday escort, parking care, first compensation and then treatment, car without trace, full accompaniment, video fast place", etc., it has escorted more than 800,000 holiday car owners, provided exclusive claim services for 40,000 elderly people, provided medical advance payments for 160,000 customers, and repaired scratch damages for 30,000 vehicles free of charge.

Times are changing rapidly, and consumers' requirements for service timeliness are constantly improving. Relying on the "Ping An Good Car Owner" App, Ping An Property & Casualty has continuously improved the speed of claims settlement and created a worry-free and time-saving service experience for customers. "After the user encounters a traffic accident such as a rear-end collision during the driving process, he only needs to open the owner of ping an good car, upload the photos of the vehicle damage he took, and the background AI intelligent loss determination robot will automatically evaluate the maintenance plan and amount, and the claim payment will be immediately received." Ping An Property & Casualty's claims adjuster introduced to reporters, "The platform also has claims experts accompanying them online throughout the process, answering customer questions at any time and assisting customers to solve car insurance claims problems." The report shows that ping an good car owner's "one-click claim" function enables customers to complete the report with four interactions, with a usage rate of 92.2%, and the fastest claim record of car insurance in 2021 is only 70 seconds.

Practice the concept of finance for the people and make every effort to protect the legitimate rights and interests of consumers. In 2021, Ping An Property & Casualty will comprehensively upgrade its customer service protection system by popularizing financial knowledge, upgrading the consumer complaint handling mechanism, and improving insurance claims services, exploring the "5-2-0" model that covers the entire journey of insurance consumers, and providing a more professional and convenient channel for resolving demands. In 2021, 80% of Ping An Property & Casualty's cases will be completed within 1 hour, and the case closure rate will be nearly 99%. Not long ago, in the "Insurance Service Quality Index for the First Half of 2021" released by China Bank Insurance Information Technology Management Co., Ltd., Ping An Property & Casualty ranked at the forefront of property insurance companies with a score of 91.97.

Courageously undertake the mission, tide over the difficulties hand in hand

The main functions of insurance are risk management and loss compensation. As an industry with the functions of disaster prevention and loss prevention and economic compensation, the insurance industry has taken the initiative in the face of catastrophes, woven a dense "safety net", and effectively played the role of a "stabilizer" in society.

According to the report, in the past year, Ping An Property & Casualty has responded quickly to 31 emergencies. Among them, Ping An Property & Casualty Henan Heavy Rain paid more than 3.1 billion yuan in compensation, and provided exclusive risk protection for social emergency rescue personnel and volunteers involved in flood rescue free of charge, escorting the frontline rescue and rescue.

Be anxious about what the masses are anxious about, and solve the difficulties of the masses. In the past year, Ping An Property & Casualty launched more than 12,000 pre-claims and more than 2.2 billion yuan in advance claims, promptly solving the urgent needs of customers. On July 22, 2021, lushan county in Pingdingshan City, Henan Province, continued to rain. A landslide caused by heavy rainfall at Mr. Lee's farm caused a pig barn to collapse. "Hello, my pig is dead, can you settle the claim?" With questions, Mr. Li dialed the customer service hotline. After receiving the customer's report, the claim adjuster of Ping An Property & Casualty Pingdingshan Branch guided the farmers to verify the loss online and complete the independent investigation through the green claim settlement channel. After the loss determination is completed, Ping An Property & Casualty will prepay the compensation to Mr. Li's account as soon as possible.

With the frequent occurrence of extreme weather in recent years, the responsibility of the insurance industry has become heavier and heavier, promoting the transformation of insurance after rescue to pre-event prevention, improving the ability to cope with climate risks, and becoming an important part of insurance companies to actively explore disaster prevention and mitigation. In 2021, Ping An Property & Casualty will use satellite remote sensing and other technologies to build a "natural disaster risk platform", monitor changes in meteorological data, geographical data and other changes 24 hours a day, send 170,000 disaster prevention and early warning tips, visit more than 50,000 farmers, and reduce losses for farmers by means of publicizing disaster prevention knowledge and donating disaster prevention materials, etc.; through the "Safe Guardian Action", it has provided risk monitoring, disaster prevention and loss reduction services for more than 60,000 enterprises. At the same time, Ping An Property & Casualty has set up a Ping An Natural Disaster Laboratory with Sichuan as a pilot project to provide risk identification, risk early warning, disaster prevention and reduction and catastrophe loss estimation services with common earthquake, flood, geological and meteorological disasters as the research direction.

Pioneering and innovative, serving the national society and people's livelihood

In recent years, the concept of energy-saving, low-carbon and green transformation has become increasingly popular. How can finance support the construction of ecological civilization and promote sustainable development? Ping An Property & Casualty also gave an exploration of the insurance industry in this year's claims service report - green insurance guards green waters and green mountains.

According to the report, Ping An Property & Casualty has provided a total of 2.9 trillion yuan of insurance protection to more than 26,000 green enterprises, including the chief underwriter of the Baihetan Hydropower Station under construction. Based on the remote sensing algorithm model, Ping An Property & Casualty has also innovatively developed a forest carbon sink remote sensing index insurance product, which takes the change of carbon sink as the basis for compensation and compensation, and the insurance liability not only includes the liability for carbon sink loss, but also includes the compensation liability for carbon sink growth investment, and uses carbon sink index insurance to provide a more comprehensive guarantee for the forest economy on the basis of traditional forest insurance. According to statistics, Ping An Property & Casualty currently covers a total of 122,000 mu of forest land, providing insurance protection of 14.942 million yuan.

Forest carbon sinks are when forest plants absorb carbon dioxide from the atmosphere and fix it in vegetation or soil, thereby reducing the concentration of that gas in the atmosphere. The difficulty in securing forest carbon sinks lies in quantifying and monitoring changes in forest carbon sinks.

"With the help of Ping An's research and development results, we have established a remote sensing algorithm model to quantitatively measure the growth status and carbon sequestration capacity of forests, and realized the cumulative carbon sink growth of the target forest, providing a scientific underwriting and claim basis for the forest's carbon sequestration capacity." The relevant person in charge of Ping An Property & Casualty insurance said.

In addition to innovating green insurance products, it is also a powerful embodiment of Ping An Property & Casualty's full use of insurance protection functions to promote the harmonious coexistence between man and nature. In June 2021, the wild asian elephant herds in Yunnan moved all the way north, causing certain economic losses to crops and other crops along the way. Ping An Property & Casualty paid an insurance amount of RMB1,723,800 for 411 cases of "accidents" in the wild elephant herd, contributing to the joint creation of a good environment for harmonious coexistence between humans and elephants.

Insurance is a social "stabilizer" and a "booster" for economic development. In terms of serving the real economy, Ping An Property & Casualty actively contributes to the construction of the "Belt and Road", and has provided insurance protection services for public infrastructure and commercial facilities in 105 countries and regions around the world, including a number of key "Belt and Road" projects such as Pakistan's Basha Dam and china-Laos Railway, releasing more than one trillion yuan of underwriting capacity; at the same time, based on the needs of "going out" enterprises for overseas personnel risk management, it has innovatively launched the "Ping An 24" one-stop risk protection program for overseas Chinese-funded enterprises and personnel to create a "risk prevention +" The new insurance ecology of accident rescue + insurance protection provides multi-faceted protection for the health and safety of personnel of overseas Chinese-funded enterprises. According to statistics, in 2021, "Ping An 24" will provide protection for more than 3,000 overseas Chinese-funded enterprises and more than 110,000 personnel, covering 154 countries or regions on five continents around the world.

2021 is the centenary of the party, but also the year of poverty alleviation and comprehensive rural revitalization, in order to actively practice insurance to the countryside to support rural revitalization and help common prosperity, Ping An Property & Casualty takes party building and co-construction as the guide, relies on "insurance +" as the basis, launches the "Township Style Civilization 100 Action", leverages industrial funds of 600 million yuan, helps 140,000 villagers to increase their annual income by 420 million yuan, and paints a new picture of rural revitalization on the field.

Serving the real economy and serving the society and people's livelihood is the natural duty of insurance. Ping An Property & Casualty will adhere to the people-centered approach, promote digital transformation in depth, provide customers with worry-free, time-saving and money-saving services, and make unremitting efforts to realize people's aspirations for a better life. (Contributed by: Ping An Property & Casualty Anhui Branch)