On March 14, “2022 Bank Of China Limited(601988) insurance industry Service Innovation Summit”, sponsored by Bank Of China Limited(601988) Insurance News and supported by China The Pacific Securities Co.Ltd(601099) insurance group and China Life Insurance Company Limited(601628) insurance group, was held in Guangzhou.
At the meeting, Chen Feng, deputy director of Guangdong Hong Kong Macao Dawan District Promotion Office of China Pacific Insurance (Group) Co.Ltd(601601) group, said that good service is the natural mission of the insurance industry and the road map to achieve high-quality development. In the context of profound reform and transformation of the insurance industry, in the transformation process from stock game to intensive cultivation, it is very important for pay attention to service experience this is not only the foundation of the insurance industry, but also the foundation of high-quality development.
Chen Feng introduced that in recent years, China Pacific Insurance (Group) Co.Ltd(601601) adheres to service innovation and service leadership, and continuously optimizes the service experience in five aspects.
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system guarantee
“In view of the characteristics of long insurance service chain, many types of products, many service modes and diversified consumer needs, China Pacific Insurance (Group) Co.Ltd(601601) innovation has established a four-level service officer system, with nearly 800 senior executives and heads of institutions serving as’ Pacific Insurance Service Officers’ from the group, head office to branches and central branches.” Chen Feng said that China Pacific Insurance (Group) Co.Ltd(601601) also formulated 12 action guidelines for service officers, provided monitoring tools for customer experience, established an honor recognition mechanism, and promoted service officers at all levels to actively play a “leader” role in protecting the legitimate rights and interests of consumers and optimizing customer experience.
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promote process innovation from the perspective of customers
“The outbreak of covid-19 pneumonia in 2020 has exacerbated the change of people’s behavior patterns. The way of online interaction is more deeply integrated into life, and customers put forward higher requirements for online and digital services.” Chen Feng said that the insurance industry should take digital technology as the core driving force, comprehensively upgrade and reengineer the service process system of insurance window on the basis of improving offline service experience and expanding online service functions, and form a multi scenario solution with Wuxi Online Offline Communication Information Technology Co.Ltd(300959) integration and interworking, whole process self-help and manual assistance, so as to bring customers more convenience and transparency in the “post epidemic era” More temperature service experience.
In this regard, the subsidiaries of China Pacific Insurance (Group) Co.Ltd(601601) have built “cloud counters” and “Cloud Gate stores” to move their business outlets to the “cloud”. Whether it is the insurance policy change, insurance policy payment, insurance policy loan and other businesses of life insurance, or the insurance and claim settlement of property insurance, it has been handled online without leaving home.
“We can also remind customers of the progress of service at any time and let customers know that the business can be done online, at any time, in different places and throughout the whole process. We have realized that the service is not closed.” Chen Feng added.
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technology application makes insurance service more intelligent
Chen Feng believes that the insurance industry should use cutting-edge technologies to improve the level of intelligent services and provide customers with warm and considerate active services.
China Pacific Insurance (Group) Co.Ltd(601601) in recent years, through the application of intelligent Siasun Robot&Automation Co.Ltd(300024) technology, the time-consuming and repetitive work in daily operation has been entrusted to ” Siasun Robot&Automation Co.Ltd(300024) ” to realize the new mode of intelligent operation.
For example, in response to the “July 20, Henan” rainstorm disaster, China Pacific Insurance (Group) Co.Ltd(601601) successfully developed the “disaster vehicle identification Siasun Robot&Automation Co.Ltd(300024) “. The surveyor can retrieve the underwriting information in real time by sending the vehicle photos to the wechat group. During the 8-day period, 12387 queries are supported, and the policy query time is shortened from 10 minutes to 2 seconds, which greatly improves the claim settlement efficiency during the major disaster.
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cross border cooperation to enrich the connotation and extension of services
Chen Feng believes that the mission of insurance services is not only the compensation and assistance after the accident, but also the risk prevention and control and the whole process risk management.
At the same time, in order to provide one-stop service solutions, we also need to strengthen cooperation with agriculture, meteorology, medical and other departments.
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insurance Xiangshan
“The insurance industry should return to the source of guarantee and service to solve the problems most concerned by consumers, strengthen the supply of products and services through insight into consumer demand, and reach mutual understanding through careful communication, so as to realize the all-round and warm service supply in the real sense.” Chen Feng said.
