7.8 National Insurance Public Publicity Day： Digital Services in Ping An Life Insurance Company of China Protect Consumers’ Happy Life

　　Scientific and technological innovation empowers insurance services, especially in the context of epidemic prevention and control. The convenience and sense of acquisition brought by insurance technology are really reflected in people’s production and life. On the occasion of "7.8 National Insurance Publicity Day", Ping An Life Insurance Company of China actively implemented the requirements of insurance association of china, and around the theme of "Endeavour New Journey Insurance Guarding Stable Happiness", started from epidemic prevention and control, aging adaptation, insurance claims, intelligent health services, insurance knowledge popularization and other aspects to improve the fairness and accessibility of insurance services and continuously improve the customer experience.

　　In terms of epidemic prevention and control, during the epidemic period, Ping An Life Insurance Company of China immediately formulated a service response plan, and issued 31 specific policies for the whole process of insurance policy services to ensure stable and orderly services in epidemic areas. Relying on the online service platform, the company provides customers with 7X24-hour online insurance policy service. Air stores provide online artificial video services for complex businesses and elderly people through online scheduling of national resources to help epidemic areas. While ensuring that the service will not be closed, the company actively launched special service measures such as service green channel, humanized service care and online service rights and interests to fully protect the customer’s service rights and interests and physical and mental health. Since the epidemic in March this year, online consultation has used more than one million people in a single month, with an average response of 7 seconds. Ping An Life Insurance Company of China, together with Ping An Health, provided free psychological counseling service for all customers within a limited time. The service was launched on April 18th, attracting more than 1,000 customers on the first day.

Figure 1: Ping An Life Insurance Company of China customer service teller remotely handles business for customers through online video of "Sky Store"

Figure 2: Staff in Ping An Life Insurance Company of China handle business online and remotely through the online service platform during the home office of the epidemic.

Figure 3: During the epidemic period, Ping An Life Insurance Company of China Jinguanjia APP Insurance Channel went online to provide one-stop service information inquiry and processing.

　　In terms of aging, in order to meet the service needs of elderly customers and improve service fairness, Ping An Life Insurance Company of China has solidly promoted the "aging" transformation of financial services, combining smart services with traditional methods, and "online+offline" services are aging synchronously, helping elderly customers to cross the "digital divide", easily enjoy safe, efficient and convenient smart services and create a "temperature" service experience. In terms of online channels, Ping An Life Insurance Company of China Golden Housekeeper APP launched the Chinese character care version, and added humanized guidance and online manual assistance for insurance, claims, preservation and other business processing links, including adding voice explanation videos for insurance links, AI dual-record insurance for the elderly to slow down and provide one-on-one counseling, highlighting important changes, online application for simple claims cases without paying physical materials, and realizing one-click manual service for elderly customers aged 60 and over. At the same time, the company has also retained the traditional offline service and guarantee channels, set up customer service centers in major cities across the country, and provided the service of making an appointment and reminding in advance. In the customer service center store, there is a priority channel for the elderly and a cash service window. The elderly in the counter provide one-stop service accompanied by the whole process. They are also equipped with reading glasses, drinking water, medicine boxes and other convenience materials, and there is a love waiting area, equipped with simple health testing and other experiences.

Figure 4: Ping An Life Insurance Company of China counter service consultant is assisting elderly customers to understand and handle insurance business.

Figure 5: Ping An Life Insurance Company of China counter service consultant is assisting elderly customers to understand and handle insurance business.

　　In terms of insurance claims, Ping An Life Insurance Company of China is the first in the industry to promote the "worry-free compensation" claims service and conduct a pilot project to provide customers with full-process claims service. This model takes blockchain technology as the core, fully connects the hospitals under the jurisdiction of prefecture-level city health and health committees, and realizes network encryption, mutual trust verification and peer-to-peer transmission under the premise of effective authorization of customers, helping customers to realize "reporting when they are hospitalized, paying when they are discharged, customers don’t run errands, and more information runs". In view of the manual audit in the background, the company innovatively developed the AI intelligent audit model, combined with online investigation and centralized negotiation mode, to create a simpler, more convenient, more efficient and smarter claims service system and enhance the claims service experience.

　　In terms of intelligent health services, in order to give further play to the advantages of insurance protection and help build a "healthy China", Ping An Life Insurance Company of China provides customers with the rights and interests of health care, consultation and medical treatment through "online+offline" all-round health management services, and relies on the intelligent application of big data and the Group’s superior health medical resources to create health care for customers. In 2021, Ping An Life Insurance Company of China focused on the needs of healthy living, built a "1+N" service system, provided customers with a flexible choice of "one group of main health care rights" and "N kinds of health services" covering the whole process from daily health management to medical care, and built a multi-level "rights bookshelf" system covering ordinary customers, VIP customers and high-level customers, including online consultation, medical guidance, emergency assistance and so on.

　　　With regard to the popularization of insurance knowledge, in 2021, Ping An Life Insurance Company of China successively launched publicity and education activities on the protection of consumers’ rights and interests, such as March 15th Publicity Week, July 8th National Insurance Public Publicity Day and Financial Knowledge Popularization Month. At the same time, the joint media will create online live programs such as "Financial Consumer Protection Big Coffee" and "Zhihu Insurance Roundtable Forum", and set up independent publicity areas in online and offline channels to enhance people’s awareness and ability to protect their rights and interests. In order to facilitate customers’ feedback, the company’s official online channels such as WeChat, Weibo and Tik Tok have added complaint feedback portals, and a new 4001-666-333 consumer rights protection direct line has been built, which has the highlights of 24×7, one-click direct access, no waiting and professional agent service, making rights protection easier. In 2022, Ping An Life Insurance Company of China launched 11 specific service initiatives in three categories to meet the actual needs of new citizens. New citizen customers can consult service information online at any time through 95511, Jinguanjia APP and 400 rights protection hotline. Security business, renewal payment, claims reporting and other policy business needs, support the national online general office. In addition, new citizens can also enjoy professional and convenient full-process health care services according to their own needs.

　　"7.8 National Insurance Public Publicity Day" has been held for 9 consecutive years since it was launched, and it has been widely praised both inside and outside the industry and has become a cultural business card of the insurance industry. In all previous activities, Ping An Life Insurance Company of China actively participated in and made solid progress in implementation. In the future, Ping An Life Insurance Company of China will continue to actively respond to regulatory policies, base itself on insurance protection, adhere to the concept of "customer-centered", meet the ever-increasing business scale and the ever-developing customer demand through digital transformation, boost the high-quality financial development, better serve the real economy and protect people’s happy lives.

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