Ping An Property & Casualty: Auto Insurance Claims Service Upgraded to Create a New Service Experience for Customers in the "Three Provinces".

Ping An Property & Casualty: Auto Insurance Claims Service Upgraded to Create a New Service Experience for Customers in the "Three Provinces".

"Think about what the people think, and be anxious about what the people are anxious about. Over the years, Ping An Property & Casualty has adhered to the "people-centered" development philosophy, continuously promoted the upgrading of auto insurance services and the optimization of customer experience, and created auto insurance products and services that are "worry-free, time-saving, and cost-saving", effectively enhancing people's sense of security, gain and happiness.

As one of the links that can best reflect the value of insurance, claims settlement is a specific action to practice insurance responsibility, and it is also an important embodiment of insurance to play the function of economic "shock absorber" and social "stabilizer". In order to implement the spirit of the Central Financial Work Conference and fully practice the political and people's nature of financial work, Ping An Property & Casualty has upgraded and launched a new auto insurance claims service system around five standards: open timeliness, visible process, transparent amount, professional and fast, and unified image.

Create a "new image" of professional services One-stop service is more worry-free

Ping An Property & Casualty has always adhered to customer-centricity, continued to iterate on the claims service experience, cultivated the core of quality service, and truly achieved what customers wanted.

Based on cutting-edge technologies such as artificial intelligence, big data, and cloud computing, Ping An Property & Casualty relies on its own core technologies such as intelligent document recognition and intelligent image damage assessment to promote the "one-click" intelligent operation of the claims process. Customers can report the case with one click through the Ping An Good Car Owner App, the intelligent identification of document information can be filled in automatically with one click, and the screening and appointment of vehicle repair shops can be completed with one click, realizing the "one-click" intelligent reporting service.

If an accident needs to be handled on site, Ping An Property & Casualty will quickly dispatch professional investigators to the scene of the accident and provide timely assistance to customers. In order to better display the image of professional services, Ping An Property & Casualty further upgraded and promoted the standardization of the image of claims investigation, unified dress and vehicle identification, and turned on on-site video recording throughout the survey service, so as to effectively safeguard the rights and interests of customer service and let the "orange" heart service arrive at any time.

In order to further provide a claims service experience that exceeds expectations, Ping An Property & Casualty matches each car owner with an exclusive claims butler, who accompanies each car throughout the process and answers customer questions at any time. Users call the 95511 customer service number or report the case with one click through the Ping An Good Car Owner App, and until the vehicle is repaired, the exclusive claims manager will help the car owner track the progress of the claim throughout the process, ensuring that all links are processed in a timely and efficient manner, so that the car owner has no worries.

This claims service upgrade also provides visibility into the progress of claims. After the car owner reports the case, if you need to know the progress of the case at the scene, you can check the current location and distance of the claims adjuster in real time on the Ping An Good Car Owner App. Ping An Property & Casualty also provides customers with whole-process guidance services through the online service platform, including pushing safety guidelines, accident rescue, repair to the store, payment and pick-up, etc., so that car owners can have more peace of mind.

Create a "new definition" of the timeliness of claims The timeliness can be estimated and more time-saving

The statute of limitations is not only about reducing the delay in payment, but also about creating a sense of time certainty for customers. With this service upgrade, Ping An Property & Casualty has further "broken through" in the uncertainty of the timeliness of claims, and launched a new combination of "predictable timeliness" and "manageable time" for claims.

The timeliness of claims is predictable. When a customer's car encounters an accident, racing against time is a consistent requirement for the timeliness of claims service, and Ping An Property & Casualty Insurance is far more than that. In this service upgrade, Ping An Auto Insurance further meets the core needs of customers for "predictable timeliness process" on the basis of time-limited service commitments such as "5-minute first link" and "1-day arrival of complete documents". With the help of online technology service platform capabilities such as time series prediction models, deep learning models, and statistical data analysis, the service timeliness of different scenarios can be accurately predicted, and the whole process of claims settlement can be visualized, controlled, and traceable. In the event of a simple accident, the owner only needs to take and upload photos of the damage to the vehicle, and after the background intelligent assessment and damage assessment, the owner can quickly predict the timeliness of the whole process of the car owner's claim.

Claims processing time is manageable. After the car owner reports the case, Ping An Property & Casualty will inform the customer of the claim process and the processing time of each link in advance on the online service platform according to the case situation of the car owner, so as to realize the time management of the whole process of investigation, damage assessment, car repair, car pick-up and compensation, so as to facilitate flexible arrangement of their own time and plan and reduce the uncertainty caused by long waiting.

Create a "new standard" for transparent claims Transparent claims are more cost-effective

Ping An Property & Casualty gives full play to the advantages of technology empowerment and deeply applies workflow engine, data visualization technology, real-time geographic location tracking technology, and business process management (BPM) tools to service scenarios with transparent processes and transparent payment amounts, so that loss assessment and claims settlement can be "traced" and "actionable".

Transparent loss assessment amount. In order to allow customers to have a more intuitive understanding of the claim situation, Ping An Property & Casualty has launched the "Compensation Amount Transparency" service, which means that the amount of loss assessment and the details of the list are transparent and disclosed. Car owners can learn and confirm the amount and detailed list of losses through online methods such as SMS, WeChat Work, and Ping An Good Car Owner App, and choose the claim plan that best matches their expectations according to their budget and needs.

Dispute channels are transparent. Ping An Property & Casualty has opened a green channel for dispute resolution for car owners. If the customer has any objection to the loss assessment amount, he or she can submit the problem through the green channel as soon as possible, and Ping An Property & Casualty will respond as soon as possible, follow up and solve the problem, provide customers with solutions, reduce time and energy costs, and effectively protect the legitimate rights and interests of consumers.

Create a "new experience" of car repair service Quick car repair peace of mind

In the context of consumer experience first, in addition to improving the service experience of survey, damage assessment and compensation, maintenance service has gradually become the focus of insurance companies to improve customer service experience. In order to make customers more worry-free and reassuring, Ping An Property & Casualty relies on the advantages of its own car ecosystem and focuses on the auto maintenance scenario, and has launched the "Car Repair with Confidence" service to continuously refresh the service experience of auto insurance claims.

Ping An Property & Casualty's repair shop designated by the online service platform has launched four major measures for safe car repair services, including time-limited quick repair, transparent maintenance, maintenance and quality assurance, and free pick-up. Transparent maintenance service, car owners can check the repair progress and pictures of the car on the Ping An Good Car App at any time to remotely understand the repair situation of their car, free pick-up service, one-click online appointment for car repair, Ping An Property & Casualty will arrange a special person to pick up the car and send it to the appointment repair shop, and the repair will be sent to the customer's designated location to complete the delivery. It is understood that the service has been piloted in some areas of Beijing, Guangzhou, Shenzhen, Shanghai, Dongguan and Xi'an, and is expected to be promoted in central cities across the country in June this year.

Ping An Property & Casualty said that the company will actively practice the political and people-oriented nature of financial work, adhere to the "people-centered" development concept, continue to upgrade the claims service experience, and build the "four new" auto insurance claims service system by focusing on the timeliness, transparency and professionalism of the claims service, so as to achieve open timeliness, visible process, transparent amount, professional and fast, and unified image, so as to truly bring "worry-free, time-saving, and money-saving" service experience to car owners in the whole process of car maintenance, car use, and car repair.