According to the latest insurance service quality index for the first half of 2021 released by bancassurance, the service quality industry index of life insurance (life insurance, accident insurance and health insurance business) is 86.14, of which Ping An Insurance (Group) Company Of China Ltd(601318) Life Insurance Co., Ltd. (hereinafter referred to as "Ping An Life" or "the company") scored 93.04, ranking among the top in the industry.
The main functions of insurance are risk management and loss compensation. Both of them are inseparable from high-quality and efficient services. Service is the foundation of the establishment and survival of the insurance industry. The insurance service quality index is the first published by an independent third-party institution China Bancassurance in China. It represents the insurance service quality in an exponential way. It sets seven quantitative indicators, such as accident payment cycle, claim recovery rate and surrender rate, from four dimensions: service convenience, service acquisition sense, service recognition and continuous improvement of service, It is calculated based on the basic data formed by the industry in the process of serving consumers, which is closer to the market and more scientific and objective.
Specifically, the insurance service quality index in the first half of 2021 focused on the auto insurance business of property insurance companies that have the closest relationship with insurance consumers, and the life insurance, accident insurance and health insurance business of life insurance companies, focusing on the claim settlement service contact, taking into account the sales, underwriting and other service links. In terms of life insurance, a total of 79 companies were included in the scope of index preparation, and the industry index was 86.14. Among them, 8 companies scored more than 90, and Ping An Life ranked among the top in the industry with a score of 93.04.
China bancassurance said that the insurance service quality index provides a new way for consumers to obtain diversified insurance services, help consumers understand the service level of the industry and improve the transparency of insurance services. At the same time, it also provides a reference for insurance companies to improve their services, guides the industry to enhance its service capacity and improve its service quality, and establishes a new communication channel between industry services and consumers.
The relevant person in charge of Ping An Life said that as a large insurance enterprise in the market, Ping An Life has always been committed to creating warm financial services, building a rich service ecology and optimizing the service experience for customers through service innovation, product innovation and scientific and technological innovation. On the one hand, Ping An Life Actively deepened the digital reform, continuously applied the latest technology and optimized the customer service experience. Through digital operation, Ping An Life effectively improves the whole process service capability including underwriting, claim settlement, renewal, preservation and value-added services. On the other hand, based on insurance guarantee, Ping An Life has continuously innovated its service model and integrated it into the service cycle of insurance products to provide customers with life-cycle and accompanying health services.
It is reported that at present, the number of service customers of Ping An Life has reached "100 million". With the change and development of service needs of customers at different levels and at different stages, the company's service content is also constantly improving and enriching. Ping An Life has accurately positioned the differentiated service needs of more than 100 million customers, systematically and comprehensively designed customer rights, use scenarios and acquisition methods, and created a "rights bookshelf" with complete types, on-demand classification and on-demand access, extending customer rights up and down and comprehensively improving service coverage.
(Xinhua Finance)
