Clarify the "1228" work idea, and build a "big consumer protection" pattern for China Life Insurance

A few days ago, China Banking and Insurance News released the results of the 2023 Excellent Cases of Financial Consumer Protection and Service Innovation, and five service cases selected by Chinese Life Insurance Co., Ltd. (hereinafter referred to as "Chinese Life Insurance Company") were successfully selected.

  In recent years, Chinese Life Insurance Company has actively practiced the political and people's nature of financial work, closely focusing on consumer rights protection, fast claims, offline services, elderly services and other widely concerned people, giving full play to the spirit of craftsmanship to continuously polish the quality and efficiency of services in all links, and continue to optimize customer experience. The company has built a "big consumer protection" pattern, increased the application of digital and intelligent technology, and launched representative service projects such as "reminder to report and take the initiative to make claims", "no manual claims in the whole process", "four-in-one counter service" and "characteristic services for the elderly", effectively playing a leading role in the innovation of life insurance.

  Build a pattern of "big consumer protection" to escort people's better life

  Clarify the "1228" work idea, that is, adhere to a "people-centered" development ideology to meet the growing needs of the people for a better life; Implement the two "comprehensive", that is, to fully realize the full participation of all employees in consumer protection work and comprehensively promote the whole process management of consumer protection work; Realize the two "improvements" of the importance of consumer protection work and the level of consumer protection work; Deeply cultivate the organization and management of consumer protection and other eight aspects, establish a closed-loop management mechanism of "pre-review, in-process disposal, post-improvement and accountability", and promote the full participation, comprehensive coverage and full-chain management of consumer protection work. The company has built a digital and intelligent consumer protection management platform to realize the online intelligent whole-process management of consumer rights and interests protection. Innovate the "Consumer Protection+" model, integrate consumer protection with products, services, publicity and education, etc., to help consumers better understand financial products and services. In 2023, Chinese Life Insurance Company will reach 288 million consumers through concentrated education and publicity activities.

  Chinese Life Insurance Company ranked among the top in the industry in the 2022 Consumer Protection Regulatory Evaluation; In 2023, a third-party customer satisfaction survey showed that the company's customer praise continued to remain high; In the evaluation of the insurance service quality index, the company continues to rank among the top in the industry. In addition, the company has won the "Best Customer Contact Center Award in China" for 19 consecutive years, and also won honorary titles such as "2023 China's Top 100 Service Brands", "Annual Insurance Service Award" and "Best Digital Service Management Innovation Award".

  Remind the report to take the initiative to make the claim service one step faster

  We will continue to strengthen internal and external data connections, and strive to make data run more and people run less errands. Actively responding to the advocacy of regulators, Chinese Life Insurance Company has strengthened the use of medical and health big data under the premise of legal compliance through cooperation with medical insurance, medical institutions and other units, and realized the service of "reminding and reporting active compensation". Compared with the traditional claim settlement method, the insurance payment time is shortened by more than 50%, and the application payment time is only 0.14 days, so customers can receive the insurance money faster. In 2023, Chinese Life Insurance Company's "Reminder to Report Voluntary Compensation" service has served a total of 567,000 customers, with a compensation amount of more than 600 million yuan, bringing a more proactive, faster and more convenient service experience to customers. Especially for customers who need multiple treatments, it not only greatly simplifies the customer's claim operation, but also the claim money can reach the customer's bank account faster, providing cost support for the customer's follow-up treatment.

  No manual claims in the whole process to create the ultimate claims experience

  Committed to providing customers with "fast and warm" claims settlement services, Chinese Life Insurance Company has innovatively created the "whole process without manual claims" project, realizing that after customers apply for claims, the whole process of risk-free cases can complete all the review of claims and pay them without manual participation. In order to create the ultimate claim settlement experience, an intelligent scheduling, intelligent identification, and intelligent review system has been built in the whole process of non-manual claims. Through the intelligent scheduling system, according to the claim application information, the type of insurance of the customer's policy, the liability agreement and other factors, the eligible claims can automatically enter the whole process without manual processing; Through the intelligent identification system, it realizes the rapid adaptation of image data recognition types in a short period of time, and innovatively builds an AI recognition solution that can be quickly iterated, which has supported the intelligent recognition of about 10,000 claim data styles in about 300 categories across the country. Through the intelligent review system, 13 million judgment rules and 450 million medical catalogs are configured to achieve intelligent preliminary review and adjustment of claims. Up to now, the fastest claim case in the whole process without manual claims takes only 3 minutes from filing to closing. Compared with the ordinary claim settlement operation mode, the overall claim settlement time is shortened by more than 90%, which achieves quick compensation and full compensation due to compensation, and effectively improves the sense of gain and security of claim customers.

  "Four-in-one" counter service to create a one-stop offline experience center

  Anchoring the needs of customers in the new era, extending the service connotation of counter outlets, and promoting the transformation of traditional offline counters to policy services, policy sales, customer experience, and rights and interests protection. The first is to promote the three-level integrated service model of "intelligence, self-service, and sit-and-enjoy" at the counter, and provide convenient services such as counter service appointments, smart teller machines, and in-flight customer service, so as to comprehensively improve the efficiency of policy services and reduce customer waiting. The second is the integration of service and sales, setting up a marketing area in the counter service outlets, and the sales elite is stationed on the spot to answer customers' questions about insurance needs, and recommend suitable insurance products according to the customer's situation, so as to achieve a better match between insurance sales and customer needs, better answers, more accurate recommendations, more convenient services, and more reliable experience. The third is to meet diverse needs and provide more than 100 normalized experience projects, including "reading club" and "soft and hard pen calligraphy" to escort children's growth, "beauty and skin care", "flower arrangement, tea arrangement" and "fitness yoga" to enrich the quality of life. In 2023, the counter service outlets of Chinese Life Insurance Company will carry out more than 4,400 activities for customers, with more than 90,000 customer participation and customer satisfaction exceeding 98%. The fourth is to protect consumer rights and interests, more than 2,500 counters across the country are all listed consumer rights protection publicity bases, and cooperate with government departments to carry out medical insurance, police insurance, occupational injury protection for new employees, long-term care insurance and other outlets, and relevant matters can be easily handled at the counter outlets of Chinese Life Insurance Company.

  Featured services for the elderly: Upgrade the full-touch service experience for the elderly

  Since 2021, Chinese Life Insurance Company has launched a special work on service for the elderly, vigorously promoted the solution of the difficulties of the elderly in using intelligent tools, paid attention to the health and pension of the elderly, completed 26 age-appropriate transformation tasks, and comprehensively improved the service level for the age-appropriate. After continuous optimization and improvement, the service for the elderly generally presents eight characteristics: comprehensive design for the elderly, wide product coverage, deep vertical transformation, strict control of details, excellent pension planning, stable rights and interests protection, strong emotional care, and warm claims service.

  The work for the elderly has continuously achieved phased results. By the end of 2023, Chinese Life Insurance Company has provided high-quality ageing services for more than 70 million people. In 2023, in addition to policy-based business, it will provide about 60 million illness and accident insurance benefits for elderly customers; Helping the expansion of the third pillar, the accumulation of insurance business reserves with pension attributes reached 1.8 trillion yuan. The Chinese Life Insurance APP "Respect for the Elderly Model", linking 5 technology product lines, optimizing and upgrading more than 70 function points, passed the accessibility evaluation of the Ministry of Industry and Information Technology, and became the only mobile application in the insurance industry to obtain the Ministry of Industry and Information Technology's barrier-free and age-appropriate certification.

  Insurance services are related to the vital interests of the people and are the key to embodying the "people's nature" of insurance. Chinese Life Insurance Company said that it will adhere to the "people-centered" development philosophy, adhere to long-termism, continue to take consumer rights protection as the guide, continue to enrich service means, strengthen service innovation, increase the application of digital intelligence, pay attention to humanistic care in digital intelligence services, and promote inclusive finance to benefit thousands of households. (Reporter of this website)