On April 24, Shuidi Bao held an offline "User Co-creation Meeting" to officially open the 2024 quality service upgrade year. Shen Peng, founder, chairman and CEO of Shuidi Company, proposed that the company will launch the "three good services" with good service, good products and good claims as the core, covering the whole process of insurance services such as insurance planning, product customization, and claims service.
In 2023, Shuidi Bao received a total of 47,700 user suggestions, optimized product functions and service rules 74 times, and the user's question answering rate reached 93.75%. Shen Peng said: "'Using Internet technology to help promote public insurance and medical care, I hope to listen to users' feedback and suggestions face-to-face through the form of user co-creation meetings, so as to make products better, continuously improve service capabilities, and create greater user value."
Upgraded 1v1 Proactive Policy Explanation Service has been used by more than 100,000 users
The popularity of the Internet has provided users with more convenient insurance services, but it has also brought difficulties in choice and decision-making. Compared with other Internet products, the wide variety of insurance products and complex terms have increased the threshold for users' understanding. "There are a thick stack of insurance contracts, and there are many technical terms, which are very difficult for ordinary people to read and difficult to understand. Zhao Yong (pseudonym), an insurance user from the trade industry, raised his own questions at the co-creation meeting.
When faced with a thick insurance policy, most users are in a difficult situation. According to the survey data of Shuidi Bao users, after purchasing insurance, more than 7% of users want to have a clearer understanding of the insurance content and charging rules, so as to avoid the wrong purchase to the greatest extent. To this end, Shuidi Bao provides 1V1 active policy explanation service for insured users, after the user purchases insurance, the service staff will take the initiative to explain the key information such as insurance terms, protection content, and claim process with authorized consent, and track the whole process of policy services and take the initiative to return to visit. According to statistics, up to now, more than 100,000 users have used the active policy explanation service.
Zhu Junsheng, former deputy director and professor of the Insurance Research Office of the Institute of Finance, Development Research Center of the State Council, shared his views
"The professionalism of insurance product purchase is high, and the user's professional allocation awareness and allocation ability are insufficient, which is prone to mismatch or duplicate insurance but cannot superimpose the problem of multiple allocation. The survey results also show that most users need a 1v1 introduction service to help determine whether the insurance product is suitable. Therefore, Shuidi Bao provides active policy explanation services to help users optimize their insurance allocation. Zhu Junsheng, former deputy director and professor of the Insurance Research Office of the Institute of Finance of the Development Research Center of the State Council, said.
Customized for special groups of people More than 40 insurance products with sick bodies have been launched
In recent years, there has been a mismatch between supply and demand in the health insurance industry, and there are many types of insurance products, but the homogeneity is serious, and it is often difficult for users to choose the most suitable insurance products. He Ying (pseudonym), a user of Shuidi Insurance, said at the co-creation meeting: "Now that my parents are old, there are some minor problems, and there are very few suitable insurances, and I hope to have customized insurance for respiratory diseases and cancer", which is also a common problem faced by many insured users at present.
Shuidi Bao users participated in the discussion at the co-creation meeting
Shi Lan (pseudonym) and Zhang Li (pseudonym), the user representatives of Shuidibao from Heilongjiang, are an elderly couple, both in their 60s, who have a fixed pension after retirement. In 2023, Shi Lan was diagnosed with kidney cancer and underwent surgery to remove one of his kidneys, and Shuidi Bao's million medical insurance reimbursed him for the medical expenses covered by the insurance. "I was born in 1960, the water drop insurance has been insured to 2,350 days, after my lover's kidney cancer surgery, the claim received more than 10,000 yuan, and the insurance can be claimed if you are sick, without spending your own money, especially without increasing the burden on the child. "The co-creation meeting will share my feelings with everyone.
There is a shortage of insurance supply for special groups such as the sick and the elderly, and many users are unable to apply for insurance due to health or age. Powered by AI and big data, Shuidi Bao has a deeper insight into the needs of people with diseases, mothers and children, and silver-haired groups, and provides them with more innovative, customized, and cost-effective insurance products and services. Up to now, Shuidi Bao has launched more than 40 insurance products for sick people, and in 2023, it will provide claims services for 2,742 sick users and 823 elderly people, the oldest of whom is 94 years old.
In addition, based on the advantages of data and scenarios, Shuidi Bao has launched "Selected Products" to intelligently recommend more cost-effective and more suitable insurance products to users to ensure that users can be supported and protected in the face of unexpected situations. The data shows that through the intelligent recommendation of selected products, the efficiency of Shuidi Bao to match users with suitable products has increased by more than 20%.
When sharing his views, Zhu Junsheng said: "Consumers' demand for insurance is becoming more and more diversified, and the future insurance solutions must be diversified needs, and everyone needs customized products. Internet insurance will usher in a critical period of high-quality development, and we hope that Shuidi Insurance can continue to improve service quality and improve user satisfaction to lead the development of the industry."
Open the "Claims Service Direct Line" and receive compensation within 24 hours for small outpatient and emergency services
"Insurance involves matters such as policy sorting, liability explanation, information inquiry, information change, and claims assistance, which is a typical after-sales business. User representative Zhao Yong said. In terms of after-sales claims, Shuidi Bao's offline claim service has covered 10 cities including Beijing, Shenzhen, and Wuhan. In 2023, Shuidi Bao assisted 70,600 users to complete 78,700 claims, with a cumulative claim amount of 389 million, of which the highest single claim amount reached 1.5 million.
In the traditional claims process, users need to report the case to the insurance company and organize the information by themselves, and then the insurance sales or customer service staff will internally transfer the case to the claims adjuster. This method is prone to problems such as multiple submissions due to incorrect information, as well as personnel turnover and extended claim waiting time. "Especially for elderly users, they are not very good at operating smartphones, so it is suggested that there can be a more convenient way to help them complete their claims," He Ying suggested on the spot, hoping that the claim settlement process would be faster and more convenient.
In response to the problems reported by users, Shuidi Bao has opened the first "direct line for claim service", and users can apply for an appointment on the claim interface of the official account of Shuidi Bao and enjoy the exclusive service of professional claims consultants. It is reported that at present, 130 insurance companies have opened a direct special line, and users can communicate directly with Shuidi Bao's "help and compensation" claims service personnel, eliminating redundant claims circulation. According to the data, the special line has improved the efficiency of users in the process of applying for claims by 16%.
In addition, for small-amount outpatient emergency insurance products with high frequency, Shuidi Bao has launched a "24-hour compensation" service. That is, all outpatient and emergency insurance products with the "24-hour compensation" logo can enjoy 24-hour compensation if they meet the conditions. According to statistics, up to now, the service has saved an average of 1-2 hours for a single user in the process of applying for a claim. In the future, if a claim is not issued within 30 days of the qualifying critical illness insurance products with the "overtime advance" mark, they will receive an advance payment of 10% of the sum insured to help users cope with the necessary medical and living expenses.
Ran Wei, partner of Shuidi Company and general manager of Shuidi Bao
Ran Wei, partner of Shuidi Company and general manager of Shuidi Bao, released the specific upgrade content of "three good services" (good service, good products, and good claims) on the same day. He said: "Since its launch, Shuidi Bao has always adhered to the concept of 'user first', constantly listening to user suggestions and improving service quality. Listening is just the beginning, action doesn't end. In the future, we will continue to listen to more users' feedback through various forms and seriously solve every problem that users care about."
Text/Beijing Youth Daily reporter Lin Lishuang
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