Protecting the happiness and safety of thousands of families is the original intention and responsibility of Ping An. Since the beginning of this year, Ping An Life Insurance Xiamen Branch has actively advocated to provide customers with a financial consumption experience of “saving worry, time and money”. Ping An Life Insurance Xiamen Branch provides customers with simple and convenient services through efficient and professional capabilities, so that customers can worry about; Reduce costs and increase efficiency, provide customers with personalized and matching products, and let customers save money.
Peace of mind: technology empowers online service system
Focusing on the policy service cycle, Ping An Life has established a multi-faceted online service system to provide simple and convenient services through standardized management and advanced technology empowerment. Relying on the Ping An Jin Guanjia APP, it provides customers with 7X24h online services, and quickly responds to full-process service needs from insurance application, underwriting to service consultation, renewal payment, business processing and claims application. In 2021, 99.9% of Ping An Life’s customers will apply for insurance online, and 94% will handle self-service business. 45 million people will be consulted through 95511 and Jinguanjia online services, which will effectively protect customer service rights under the normalization of epidemic prevention and control.
Professional and warm. Ping An Life Xiamen Branch always adheres to the principle of “finding claims for customers”, passing on responsibility and peace of mind to thousands of households, and safeguarding the rights and interests of each customer. Ms. L was discharged from the hospital after being hospitalized for cervical endometrial polyps in 2020, and immediately submitted a claim application for inpatient medical insurance to Ping An Life Xiamen Branch. The claims adjuster found the discharge doctor’s order in the client’s medical record, and it was not clear whether there was a malignant tumor this time. Because the customer has purchased critical illness protection, in order to protect the customer’s due rights and interests, a special claims investigator will verify the disease situation with the hospital. After verification, the customer’s postoperative pathological indication was malignant tumor. Ping An Life Xiamen Branch evaluated the critical illness and medical insurance liability together. In the end, Ms. L met the compensation conditions for critical illness and medical treatment, and paid a compensation of 156,000 yuan.
Time saving: nearly 40,000 customers do business without leaving home
Ping An Life has always adhered to the service concept of “simple, convenient, friendly and reassuring”. In 2017, Ping An Life launched the air customer service program. For business that originally required offline counter handling, customers can directly connect to the teller video through online air stores. It realizes the needs of customers who can handle business at one time without leaving home. By the end of 2021, the air customer service of Ping An Life Xiamen Branch had received a total of 39,676 customers throughout the year, including 27,942 local customers and 11,734 non-local customers; the Airbus connection rate reached 115%, and the average waiting time for Airbus was 2.26 minutes, and the handling time is 5.57 minutes, which greatly shortens the time required for customers to handle business.
In the era of rapid development of intelligence, Ping An Life Insurance Xiamen Branch always adheres to the principle of “Technology +”, saves time for customers from the technical side, and launches “Critical Illness First Compensation”, “Flash Compensation”, “Hospitalization Advance Compensation”, Special services such as “Direct Quick Claim” aim to achieve a convenient and efficient claim settlement experience. At present, “smart pre-claims” have enabled some customers to get part of the compensation in advance by uploading the hospital deposit, so as to reduce the customer’s medical burden. “Quick Compensation” has been linked with some hospitals. In the future, materials and applications will be exempted, and compensation can be obtained only by authorization. The “Direct Claims” project is also being actively promoted, and it is expected to achieve zero procedures and zero waiting for customers, and the amount of claims will be directly reflected on the medical receipts, and reimbursement will be achieved upon discharge.
Save money: expand the coverage to escort customers
Efficient and inclusive interpretation of the brand positioning of “professionalism creates value”, allowing Ping An Life’s customers to minimize expenditures while ensuring risk protection, and save money for customers with real money. At present, the situation of epidemic prevention and control in my country is still severe. Based on the needs of the society and the public, Ping An Life has expanded its new crown pneumonia insurance liability for 80 of its insurance products, which is valid until June 30, 2022 (inclusive). On the premise of not increasing the premium, the coverage will be expanded to protect customers in the risk of the epidemic.
Ping An Life also launched the Ping An Enjoy RUN health service plan (hereinafter referred to as “Ping An Enjoy RUN”), building a service system of “1 exclusive doctor, 5 health care knives”, focusing on health, sub-health, medical care, chronic diseases , five major service scenarios for critical illnesses, covering 12 core highlight services such as private doctors, personal trainers, outpatient appointments and accompanying consultations, postoperative care, and critical illness project management, allowing customers to take care of their health, supervise their sub-health, and accompany minor illnesses. , care for chronic diseases, and special care for serious diseases, further enriching the connotation of “warm service” and improving customers’ insurance consumption experience.
(Note: The services involved in the Ping An Enjoy RUN Health Service Plan are provided by Ping An Health Internet Co., Ltd., Ping An Medical Technology Co., Ltd. and Ping An International Smart City Technology Co., Ltd. Ping An Life Insurance Co., Ltd. of China reserves the right to The right to adjust the provision objects and service provision rules.)
Case-based insurance: Illegal agent surrender almost made me lose millions of protection
The client Mr. W has insured 2 insurance policies through his agent Xiao Li, and the annual premium is more than 10,000 yuan, which has been paid for 5 years. Recently, a third-party person found Mr. W and instigated him to complain about the misleading sales of the agent, and asked his third-party illegal agent to report and demand a refund of the premiums paid.
After the insurance company discovers the situation, it will contact the invited customer for face-to-face communication as soon as possible, and promptly explain the relevant risks of illegal agency complaints and the loss after blind surrender. After many times of communication, the customer finally realized the risk and agreed to provide third-party information, instead of paying high agency surrender fees to the illegal complainant, and the insurance company assisted him in recovering the loss of interest.
At the beginning of this year, Mr. W had an accident and successfully applied for a claim to the insurance company. Mr. W mentioned that he was still glad that he did not listen to the malicious instigation of a third party, and after learning more about the product, he decided to keep the policy to avoid losing important protection.
It is reported that after criminals steal information, they usually encourage or impersonate consumers to make complaints in the name of promising to help consumers to fully surrender their insurance policies, and charge high handling fees for this. This method not only fails to obtain a full refund, but also seriously misleads consumers, resulting in the disclosure of their personal privacy information. In addition, it also causes consumers to lose their original protection and face the risk of increased premiums when re-insuring, or even being denied insurance.
Ping An Life Xiamen Branch reminds consumers to protect their rights in accordance with the law through formal channels
Ping An Life Xiamen Branch Complaint Hotline: 0592-2295511Return to Sohu, see more
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