In order to thoroughly implement the spirit of the Central Financial Work Conference and the Central Economic Work Conference, Chinese Life and Xinhuanet jointly selected story-based and representative works from the company's third short video competition, and carried out secondary creation by the Xinhua Net Financial Media Team with a variety of means such as story short films, in-depth manuscripts, character posters, etc., and jointly released and screened through the official self-media matrix of Chinese Life and the Xinhua Net Financial Media Platform, deeply presenting Chinese Life as a large state-owned financial institution to promote the high-quality development of mainland finance. The mission of accelerating the construction of a financial power.
Continuously upgrading service quality and efficiency is of great significance to improve consumer satisfaction, boost financial consumer confidence, and maintain financial security and stability. Chinese Life adheres to the people-centered development thinking, practices the core concept of corporate culture of "becoming oneself and achieving oneself as an adult", continues to improve service quality with heart and affection, escorts the people's better life, and continuously enhances the people's sense of gain, happiness and security.
We use care to make customers comfortable
What is good service? For Chinese Shou, "customer first" has long become a consciousness integrated into the genes.
Taking the life insurance company of Chinese Life Group as an example, in 2023, the company will launch the "claim prepayment" service, covering hospitalization prepayment, emergency prepayment, etc., breaking the traditional model of "post-medical claim", speeding up claims settlement in multiple scenarios and links, and sending insurance protection in advance to customers in the process of medical treatment. In 2023, the company's "prepaid" claims will be nearly 28,000 cases, with a compensation amount of nearly 500 million yuan, which has been widely praised by customers.
China Guangfa Bank, a member of the group, has helped new citizens solve the problem of "urgency, difficulty and longing" by improving financial services, and has broken through hundreds of banks, insurance and financial technology institutions, and won the award of "New Citizen Financial Excellent Service Institution" issued by the "11th Annual Evaluation of the Financial Industry".
We exchange sincerity for customer peace of mind
Don't forget the original intention, but encourage new people to serve. Behind every number is the 100% effort of Chinese Life, every insurance policy carries love and responsibility to customers, and every compensation is a wordless waiting for customers.
Claims service is one of the links that customers pay the most attention to, Chinese Life innovates the claims service model, with cutting-edge technologies such as mobile Internet, big data, cloud computing, artificial intelligence, etc., constantly refreshing the speed of claims settlement, focusing on customer claims experience, and is committed to providing customers with simple, high-quality and warm service experience.
Chinese Life Insurance Company will have an overall claim payment time of 0.38 days in 2023, an increase of nearly 12% year-on-year, providing direct payment services for more than 28 million claims in total, with a compensation amount of more than 17.7 billion yuan. The company has always been committed to improving the odds of claims, and the odds of winning claims have remained high at more than 99.5% since 2020, and the odds of winning will reach 99.7% in 2023.
We focus on reassuring our customers
Customer satisfaction is the driving force for Chinese Life. Chinese Life carefully protects the people's better life, accelerates the intensive, intelligent and digital process of claims service, and provides customers with a fast and warm service experience.
The property and casualty insurance companies under Chinese Life Group take customer experience management as the starting point and actively deepen customer thinking from the perspective of customer listeners, spokespersons and guardians. The company has built a digital platform for customer voice experience management and a three-dimensional service evaluation mechanism, which currently covers 11 major business categories and more than 40 scenario subcategories. Customers will receive questionnaires in real time at key nodes such as insurance application, claim settlement, and value-added services, so as to smooth the feedback channel between customers and the company.
Chinese Life Property & Casualty Insurance Company regards the real feedback of many customers as a valuable resource to understand customer needs and gain insight into the company's services, promotes internal business and service optimization with "customer voice", and returns consumers with continuously improved services. In 2023, the satisfaction rate of online services of Chinese life property insurance business will reach 99.5%.
We use intimacy to make customers feel relieved
"Whether we are anxious or questioning in the headset, we always use our voices to convey smiles."
As a front-line worker who connects with customers, the 95519 customer service center is committed to providing consumers with efficient services while taking into account the emotional needs of consumers, providing more than 4.8 million "local voice" services and more than 90,000 ethnic language services. With the support of a comprehensive service platform integrating Internet, big data, artificial intelligence and cloud service technology, the 95519 customer service hotline conveys love with smiles, true feelings with services, and temperature with sounds, so as to protect people's happiness and beautiful life.
China Guangfa Bank's credit card customer service hotline is the first in the industry to launch the "Silver Hair Channel", relying on big data intelligent recognition technology to automatically and accurately identify elderly customers, providing them with fast manual channel services without identity verification, eliminating the need for voice navigation and key selection operations, simplifying the identity verification process of menus and incoming lines. Since the launch of the "Silver Hair Channel", it has served more than 3 million people.
"I will do what the people want." Over the years, Chinese Life has been "at the same frequency" with the needs of the people, "resonant" with the development of the times, with the same original intention and double the dedication, continue to protect the people's better life, from the perspective of meeting the diversified financial and insurance needs of the people, actively practice the customer-centric concept, and strive to promote high-quality development to a new level.