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Good service is always online!China Life Insurance creates a simple, high-quality and warm service brand

Good service is always online!China Life Insurance creates a simple, high-quality and warm service brand


A long way to know a horse will become stronger with time. In recent years, China Life Insurance Company Limited (hereinafter referred to as “China Life Insurance Company”) has always cared about its customers, continuously upgraded its operation services, and provided customers with more convenient, high-quality and warm service experience.

Technology empowers the insurance industry, providing new channels for more traditional services, making services “contactless” and “paperless”, and ensuring uninterrupted service “7×24 hours”, reaching more links, and being able to Support and guarantee service experience is better. In the past few years, China Life Insurance Company has formed a number of service models pioneered in the industry, and has continuously upgraded the “heart-warming” service experience.

  The service of “One Day Compensation for Critical Illness” continues to be promoted

High medical expenses, for cancer patients and their families, are an expensive price that must be paid for survival, and it is also a “worried thing” that must be faced every day during the treatment process. China Life Insurance Company considers what customers think and is anxious about what customers are anxious about, and always stands in the perspective of customers to provide customers with caring and warm insurance protection services. Since March 2019, China Life Insurance Company has launched the “Critical Illness One-Day Compensation” service. For customers who apply for critical illness compensation and meet the requirements, the claim settlement process will be completed within one working day. Customer claims service experience and service efficiency. In 2022, 185,000 China Life customers experienced the extremely fast claim settlement service of “One Day Compensation for Serious Illness”, and the total amount of compensation exceeded 8.5 billion yuan. The company’s honest and heart-warming claim settlement service has won high praise from customers. A family member of a customer personally wrote a letter, praising “China Life’s warmth and love for customers when they need help, which is worthy of our trust.”

  “Air customer service” 7×24 hours “not dropped”

In order to meet the needs of customers for insurance policy services without running errands, and to open up the “last mile” of online services, China Life Insurance Company actively researched customer needs and quickly established an “air customer service” remote video service model. On March 27, 2020, “Air Customer Service 1.0” was officially launched on the Life Insurance APP, and 36 provincial-level branches across the country fully opened “Air Customer Service”. In April 2021, on the basis of the 1.0 function, comprehensively improve the policy service capability, support various security services, embed face recognition, electronic signature, OCR, electronic certificate and other intelligent technologies in the service process, upgrade and launch “air customer service 2.0 “, realized the “fast, accurate and excellent” queuing matching, and strived for easier operation and faster connection for customers. As of the end of December 2022, “air customer service” has served more than 530,000 customers in total.

  Created a precedent for home service in the industry

In January 2020, after emergency protection Hubei 95519 took the lead in realizing home office, the home service model was promoted nationwide. From 2020 to 2022, a total of 511 million times of contact services have been provided, including 82 million times of remote manual services and 429 million times of intelligent electronic services, ensuring uninterrupted services and no dropped calls, and zero complaints from customers.

  Application of cross-regional real-time scheduling mechanism

When a branch applies for service resource scheduling due to emergencies and other reasons, other branches will respond quickly and perform their duties conscientiously. It only takes 8 minutes from the initiation of the demand to the successful call transfer. From May 2021 to 2022, a total of more than 130 service resource dispatches have been completed across the country, enabling the national service resources to be more scientifically allocated and applied, and continue to provide customers with “one-stop” services.

  Promoting supervision and issuing electronic return visit specifications

The customer contact center adheres to technological empowerment, completes the national electronic return visit 2.0 promotion, comprehensively enhances the new order return visit and notification service capabilities, and achieves a record high of 97.43% of non-manual outbound calls, which meets the diversified service demands and needs of insurance consumers. “No Contact” service required.

  Implement the practical activity of “I do practical things for the masses”

In order to protect the health and safety of the people, the customer contact center actively responded to the call and actively participated in volunteer service work. Since 2021, he has participated in more than 20 volunteer activities, interpreting the mission of “people-centered” with practical actions, and contributing to the company’s high-quality development with high-quality services.

  Smart insurance services accelerated

In recent years, China Life Insurance Company has continued to promote the “paperless insurance application + air signature” intelligent insurance application service.

Continue to optimize the intelligent insurance application function to realize automatic import of customer historical information, fill in customer address associations, one-key forwarding customer self-service form filling and other insurance application services; at the same time, actively promote the application of intelligent technology in the insurance application process, through face recognition, intelligent PAD version of insurance application, smart dual-entry and other technologies continue to simplify customer insurance application procedures and meet customers’ online insurance application needs in more scenarios. In 2022, the paperless application rate of personal long-term insurance will reach 99.9%; So far, the underwriting time limit has accelerated by nearly 15% annually, and customers enjoy more convenient underwriting services.

  Actively promote the remote double recording service mode

Quickly respond to customers’ needs for remote insurance application, and develop and launch the remote dual-recording function in 2021, allowing customers and salespersons to record the entire underwriting process remotely and without contact at different locations through electronic devices such as mobile phones. As of the end of 2022, Remote Shuanglu has accumulated nearly 30,000 new underwriting orders, not only withstood the severe test of the epidemic, but also achieved a milestone breakthrough in supporting the online underwriting process.

  Quickly open the video survey system

“China Life Shitong” adopts WeChat mini-program access, face recognition, air signature, two-way video and other advanced technologies to carry out non-contact nuclear insurance health check and claim investigation business, which meets the needs of customers to apply for insurance without leaving home during the epidemic. As of the end of December 2022, the entire system of China Life Insurance Company has completed a total of 726,000 video interviews.

  Quickly launched electronic policy and online receipt service

Simplify the contract delivery and receipt signing procedures, quickly complete the national online deployment of long-term insurance electronic insurance policies, and upgrade customers by promoting the online receipt function of life insurance APP to realize the online service of the entire underwriting process from new policy application to contract signing for customers, through the line Provide customers with a convenient and efficient underwriting experience through the last mile of underwriting. From 2020 to the end of 2022, customers have signed 21.4 million insurance policies online, and the online receipt rate has exceeded 99%.

  Promote Internet remote business handling services

In recent years, the use of online services by China Life Insurance companies has grown rapidly, and the online service platform matrix consisting of life insurance APPs, official WeChat accounts, and mini programs has been widely used. Registered users and monthly active users of the online platform have increased significantly compared with those before the epidemic. Beginning in 2020, the number of registered users on the online platform has increased sharply. In May 2021, the number of registered users exceeded 100 million. The company’s Internet online services have entered the “100 million era”. An increase of 66.33%.

Strengthen online service guidance and vigorously promote life insurance APP services. In 2020, 2021 and 2022, the monthly active users of the life insurance APP will be 7,044,200, 8,348,400, and 8,693,900, respectively, which are 48.70%, 76.23%, and 83.52% higher than before the epidemic in 2019; 10,000, 7,629,700, and 30,956,200, which are 11 times, 25 times, and 105 times higher than before the epidemic in 2019, and the activity of the platform has increased significantly. At present, the company’s online service platform has become the most important channel for customers to handle online business, meeting the insurance service needs of most customers. The third-party customer satisfaction survey at the end of 2022 shows that the satisfaction of all online service platforms is in the Industry leading position.

With the help of the life insurance APP, it provides bank transfer authorization, renewal payment, loan repayment, living allowance collection and other 90% security services. At the same time, through self-service business breakpoint continuation, guide customers to handle empty cabinets, realize the closed loop of online business, and make customers more worry-free in handling business. In 2022, a total of more than 103 million online policy services will be provided to customers, and the online policy service rate will reach 92.79%.

Launched “Non-Meeting” to meet service needs, and the e-store “Security Manager” builds a bridge for online communication between sales partners and customers. “No face-to-face” can also fully meet the customer’s insurance service demands.

  Specialized services allow customers to experience more

Focusing on customers’ strong demand for personal and physical health and improving immunity, China Life Insurance Company has successively launched a series of health-themed activities with regional characteristics. For example, in the post-epidemic era, China Life Insurance Dalian Branch has integrated various value-added service resources, innovated working ideas and carried out various value-added services. Focusing on content such as children’s online eye protection tips, epidemic mental health consultation and guidance, and disease prevention that customers are concerned about, the online activities of “no meeting, no drop in service” are created, so that customers can always be healthy and move forward happily, which has been widely recognized. Likes from customers. Zhejiang Branch created a special “China Life Membership Day” brand event, and joined hands with high-quality partners such as Bloomage Biotechnology and Hangzhou Post to carry out a series of special customer service activities.

The string song keeps going, and the practice goes far. Profoundly practicing the development idea of ​​”people-centered”, China Life Insurance Company will continue to introduce more measures to benefit customers, send care to customers with simple, high-quality and warm services, and protect the people’s sense of gain, happiness and sense of security.



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