"You need to prepare the claim materials on hand first, please feel free to contact me if you are missing." After ending the call with the customer, Liu Xiao recorded the claim case into a commonly used record book as usual, which was the eighth claim case that could not be rushed to the hospital for investigation at the first time due to the epidemic.
Liu Xiao is a claims investigator of Taiping Life Yantai Central Branch, and on Chinese New Year's Eve this year, he rushed to the company to check the list of Wuhan smoke returnees as soon as he received the inspection notice issued by his superiors, and screened the company's customers from more than 100 personnel to implement the health conditions one by one. Due to the epidemic situation, on-site investigation has become a problem after the resumption of work, and without the permission of the hospital and superiors, it is impossible to investigate and collect evidence on the spot to help customers enter the claim system.
The insured, Wang Mou (pseudonym), was hospitalized at Yantai Yuhuangding Hospital from January 6, 2020 to January 12, 2020 due to right breast cancer, and has not been able to submit claim materials due to the impact of the epidemic. On the day that the claims adjuster Liu Xiao received the investigation task, he called the reporter to learn more about the current situation and treatment of the insured. The epidemic has limited on-site visits, and Liu Xiao used this period to fully investigate and visit medical insurance and verify relevant claim information in various ways.
"During this period, a lot of work has been done through online communication, except for the parts that need on-site investigation, and only a paper sign is passed, and we can conduct on-site investigation." Liu Xiao said. After confirming and signing the application related to the customer, medical insurance and customer information in the system, the claims investigator visited Yuhuangding Hospital to verify the relevant information of the claim case as soon as they received the notice of the on-site visit permit. On March 4, 2020, Liu Xiao assisted the customer to submit the claim application online, and the claim was closed on March 5. In less than a day, the insured's insurance types such as Blessing Jinsheng and Quanwuxin were paid a total of 400,000 yuan.
When everyone looks at the "house" and sighs, the claims investigators are retrograde, and behind them, there are family responsibilities and a heavy mission. For them, doing their best to solve the urgent needs of customers as soon as possible in the front line is the greatest embodiment of their own value. From applying for on-site investigation of claims to handling on-site claim cases for customers, they collect evidence for unfortunate families in the front line of investigation, ensure that the claim payment is sent in a timely and timely manner, and send the industry love to tens of millions of homes.
Risk and care coexist, responsibilities and missions coexist, we call the medical workers in the frontline of the fight against the epidemic the most beautiful retrograde, and in the many silent battlefields under the epidemic, there are more claims investigators retrograde, completing the investigation task and bringing customers the unstoppable love of the insurer's "epidemic".
(Ji Fengjiao)
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