China Pacific Insurance “Online + Offline” Integrated Response to Typhoon “Du Surui”
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“The cars of several relatives and friends were flooded. My car was the fastest and most timely rescuer. Thank you for your emergency help!” At 11 o’clock on August 1, Pu Yuan, an inspector of China Pacific Insurance’s Shandong Zibo factory, took over Reported to the client, Mr. Liu, that his vehicle was flooded in Fangshan District, Beijing due to typhoon “Dusuri”. Due to the deep water level, it was impossible to take close-up photos of the vehicle. Puyuan instructed the client to take photos of the vehicle from a safe location such as a distance or a high place Take photos, confirm the location of the vehicle, complete information collection, and synchronize the information with China Pacific Insurance Beijing Branch, contact rescue, and complete vehicle rescue as quickly as possible.
On July 28, a Quanzhou insured vehicle fell on the vehicle due to the collapse of trees caused by Typhoon Dusurui. After receiving the report, Su Zhenjia, an online claims adjuster of China Pacific Insurance, contacted the customer immediately, guided the customer to avoid danger, and coordinated and arranged rescue in a timely manner. From the report to the vehicle damage compensation, it took only 30 minutes in total. Su Zhenjia’s enthusiastic and efficient service has been praised by customers again and again.
Recently, the typhoon “Du Su Rui” landed in the Jinjiang area of Fujian, becoming the strongest typhoon that has landed in my country this year. Heavy rainfall. China Pacific Insurance actively responded to “Du Surui”, collected information through the first contact with customers online, guided rescuers to enter the scene offline to determine the damage, and closely linked online and offline to form an effective disaster response system. The 48-hour survey rate reached 96%, and the damage assessment rate , and the case closure rate exceeded 50%, allowing customers to experience the responsibility, wisdom and warmth of CPIC’s services during the critical period of the “seven downs and eight ups” flood season.
(The picture shows the surveyors of Quanzhou Shared Operation Center of China Pacific Insurance Property Insurance Co., Ltd. cleaning up branches blocking the road on the survey road)
——Heavenly Raiders, New Forces for Catastrophe Response
Why can “Du Su Rui” respond so efficiently? Since 2021, under the intensive transformation of operation integration, China Pacific Insurance has accelerated the transformation of “small team distributed operation to large factory multi-factor operation”, breaking the restrictions of personnel geographical attributes and service space attributes, and successively established in Suzhou, Suqian, Hangzhou, Foshan, Chengdu, Xi’an, and Zibo established online claim settlement factories to createDigital interaction, industrialized management, large-scale operationThe online claims settlement operation mode.
(The picture shows the operation site of China Pacific Insurance’s Foshan online claims factory)
Under the operation of the new model, the online per capita production capacity of China Pacific Insurance P/C can reach 2.9 times that of offline, and the closing cycle is 42.7% shorter than offline. In 2022, China Pacific Insurance’s claims factory will make its debut in the response to Typhoon “Plum Blossom” and major holiday services; in this year’s response to Typhoon “Dusuri”, the claims factory played an important “air” force, which effectively supported the “ Online + offline” integrated, large-scale disaster response, making positive contributions to ensuring the reliability, stability, and timeliness of operational services during disasters. “After the landing of ‘Du Su Rui’, we received thousands of reports in just two days. If it was divided into the central branch’s own team, the per capita would have to deal with more than 100 cases, which is 10 times the daily caseload. It cannot operate normally at all. .So the support from the claims factory is like a miracle for us!” The person in charge of the Quanzhou Central Branch said in the exchange.
——Scientific response, new forces solve old problems
Fight “uncertainty” with “new power”. The emergence of the claims factory has effectively solved some traditional “old problems”.
Problem 1: The number of cases is changing, where does the support force come from?
From a traditional perspective, the disaster reserve team is the main way to deal with disaster manpower. However, “online professional teams” have incomparable advantages over “offline temporary teams” in terms of speed, deployment flexibility, and tacit cooperation. For example, in Fujian, China Pacific Insurance’s “Du Surui” has a total of 58 online operations teams, of which 36 are remote workers from the Foshan Claims Factory. Such a model enables online support forces to join in at any time, cover all cases of catastrophe overflow, 100% do a good job in customer contact, information collection, rescue dispatch, and even damage assessment support after the report is reported, and can quickly make up for the large fluctuations in the number of cases. Staff gap.
In the daily claim settlement process, the online operation mode has also greatly reduced the workload of offline operators, freeing up effective space for offline handling of serious and important cases. For example, after the Quanzhou Central Branch of CPIC Property & Casualty Insurance goes online in 2022, the proportion of online surveyors in its surveyor team will increase to 25%, and the average workload of the team will double the previous production capacity. This allows the investigators in the middle and branch lines to better concentrate on major and important cases, do a good job in service, pay for quality, and pay for reputation.
Problem 2: The path of the typhoon is changing, how should the support force be deployed?
The path of a typhoon is often an uncertain factor. During the march of “Du Su Rui”, the meteorological department initially predicted that it would have a greater impact on Xiamen and Zhangzhou, but “Du Su Rui” finally landed in Jinjiang, Quanzhou. This kind of uncertainty has led to the deployment of offline personnel according to the expected route in the past, which often does not match the actual demand, and it is too late to transfer. On the other hand, the online claim settlement factory can break through space constraints, and quickly adjust to respond to changes in demand with “unchanged response to all changes”, ensuring the reliability, stability and flexibility of disaster recovery operations.
Problem 3: The disaster situation is changing in real time, how to make accurate decisions to find the optimal solution?
The disaster situation is changing in real time, ranging from the accident location, disaster situation, rescue method, and repair destination of a car, to the distribution of disaster situations, rescue resources, survey resources, and loss estimates in an area, and countless information points Change all the time. After completing the first-time customer contact, the CPIC Property & Casualty Claims Factory can keep the information of each case updated at any time, and establish an information retrospective connection with the disaster command platform to maintain real-time symmetry of the disaster information and provide an effective basis for scientific decision-making. In the past, the embarrassment of “no time to contact customers, no time to find vehicles, no time to provide accurate rescue, no time to survey and determine damage” was embarrassing in the past.
Taking the rescue link as an example, relying on the quick capture of the disaster situation of factory customers, China Pacific Insurance P/C Fujian Branch actively carried out classified rescue, and reasonably matched rescue resources according to the area where the accident occurred, the type of disaster, the state of loss, and the degree of criticality, so as to avoid misallocation. Empty run, wrong run.
(The picture shows China Pacific Insurance’s vehicle rescue after the typhoon)
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