Will the outbreak in Shenzhen affect the protection of financial consumers’ rights and interests? On March 14, the reporter of Shenzhen news network learned from an interview with Shenzhen insurance consumer rights protection service center and 14 insurance institutions that during the epidemic and March 15, Shenzhen insurance institutions will actively popularize relevant knowledge through online channels, launch various online service measures, and effectively carry out the education and publicity week on the protection of financial consumers’ rights and interests during the epidemic.
PICC Property and casualty insurance: “aging” insurance service upgrade
In order to enhance the risk awareness and rights protection awareness of insurance consumers and better carry out the protection of consumers’ rights and interests, PICC Property Insurance Shenzhen Branch mainly focuses on the protection of the rights and interests of the elderly, comprehensively upgrades the insurance “aging friendly” service, creates a “friendly” service position, optimizes manual telephone service, and promotes the “online help the elderly” model by enriching aging products and services Carry out seven major measures, such as warm psychological compensation, enriching publicity and education forms, and building a “safe for the elderly” network environment, so as to help the elderly improve their digital operation ability and enhance their sense of gain. During the activity cycle, the branch will carry out online Knowledge Q & A and filial piety transmission public welfare activities of “caring for the elderly and transmitting filial piety together”, so that more people can become the transmitters of public welfare filial piety and witness the warm moment.
China Life Insurance Company Limited(601628) : let intelligent mode serve all links of insurance
China Life Insurance Company Limited(601628) Shenzhen branch makes full use of artificial intelligence, Internet of things and big data to integrate remote video, face recognition, electronic signature and other technologies into various business scenarios, so as to make the intelligent model serve all links of insurance; Fully open paperless claim settlement, video survey and other operation modes, and actively promote online service tools such as “air customer service”, life insurance app, mobile claim settlement and Guoshou health platform; With the consent of the supervisor, actively promote the remote double recording work, solve the difficulties that customers cannot apply for new forms on site during the epidemic, and ensure that the service does not drop. three ˙ During the event, Shenzhen Guoshou will take the official micro platform as the main carrier to continuously release online publicity topics to help insurance consumers understand insurance related business models, handling channels, important contents, functions and related risks, help consumers in specific regions “learn, understand and use finance”, and popularize financial knowledge and financial policies to consumers.
Ping An Property Insurance: open four green channels for auto insurance cases. Ping An Property Insurance Shenzhen branch actively supports the anti epidemic, optimizes the claim settlement process, and opens four green channels for auto insurance cases: remote investigation of small cases, online video investigation, and customer self-service report, so as to enjoy value-added services. At the same time, video and wechat claim settlement scenes are added to serve customers in the way of Wuxi Online Offline Communication Information Technology Co.Ltd(300959) combination
Provide “zero contact” one-stop claim settlement service for customers, realize rapid settlement and compensation, and provide “quick and easy free” service for small and Micro customers.
Ping An Life: popularize consumer protection knowledge in the form of street mining and store vlog
Ping An Life Insurance Shenzhen branch held an online kick-off meeting to deploy the “3.15” series of consumer rights and interests protection work in advance, expand Wuxi Online Offline Communication Information Technology Co.Ltd(300959) education and publicity channels through the company’s “Finance + technology” advantages, and let more consumers improve their awareness of financial and insurance consumption through this activity, jointly promote consumption equity and share digital finance.
In addition, they also cooperated with the local authoritative media in Shenzhen to carry out the special publicity short video of “March 15”, vigorously strengthen the publicity of the new scam of “full surrender”, vividly and interestingly popularize consumer protection knowledge in the form of street mining and store vlog, and then convey the concept of “jointly promoting consumer fairness and sharing digital finance” to consumers to improve consumers’ financial literacy, Let consumers have more and better sense of access to financial consumer services.
The Pacific Securities Co.Ltd(601099) property insurance: set up an emergency team to ensure adequate staffing of online claim settlement personnel
For the accident cases in the sealed and controlled areas, The Pacific Securities Co.Ltd(601099) property insurance Shenzhen Branch shall make corresponding emergency plans, require the surveyors to do a good job in explanation and appeasement, expand the scope of online on-site investigation, guide the rapid withdrawal after rapid on-site treatment, authorize the disposal authority of small personal injury cases, and do a good job in online drainage at the same time; Establish an emergency support team to ensure that the online claim settlement post is fully staffed. For other service needs in the sealed and controlled areas, it is required to explain and appease customers, and set service reminder and notification information in the relevant interface, which will be given priority after the epidemic situation recovers.
The Pacific Securities Co.Ltd(601099) life: caring for the elderly with silver hair and enhancing consumers’ sense of financial gain
The Pacific Securities Co.Ltd(601099) life insurance Shenzhen Branch upgraded the claim settlement service and launched six warm-hearted service measures: opening a 7 24-hour claim settlement service hotline, opening a green channel for quick claim settlement service, providing special claim settlement auxiliary service, free policy claim settlement service, humanized claim settlement service and 24-hour online service. In addition, the company will also focus on the elderly group, make and promote the silver themed promotional film of my grandfather, care for the silver haired people, help the elderly better share the achievements of information development, promote the education and publicity of service digital transformation, and enhance consumers’ sense of financial acquisition. Carry out special online popular science classes, invite experts to remind consumers of the risks of illegal financial activities such as illegal “agency rights protection”, illegal fund-raising and lending, and financial fraud, and remind consumers to be vigilant and refuse to participate in illegal “agency rights protection” activities.
TPL: no discount for online insurance services
During the special period of Shenzhen epidemic, TPL Shenzhen branch carried out the online general manager reception day activity of “listening to customers’ voices, understanding customers’ needs, solving customers’ questions and collecting customers’ suggestions”. The leader in charge of operation customer service answered consumers’ calls for consultation, listened to consumers’ needs and opinions, and effectively solved consumers’ puzzles and problems. In addition, the company uses the form of online training meetings to organize all front-line business personnel to learn about online intelligent service initiatives such as “customer value-added services, easy compensation and online preservation”, increase the front-line business personnel’s understanding and mastery of online services, and guide customers to handle various businesses online conveniently and efficiently and enjoy various services. In the online customer service activities of institutions under their jurisdiction, the introduction of financial knowledge, risk tips and intelligent services is added to improve consumers’ awareness of rights and interests and risk prevention.
New China Life Insurance Company Ltd(601336) : quick claim settlement and excellent service
New China Life Insurance Company Ltd(601336) Shenzhen Branch practices the concept of “quick claim settlement and excellent service”. First, it extends the validity period of covid-19 pneumonia insurance liability of products, especially for 28 disease insurance products that have extended covid-19 pneumonia liability, such as multiple guarantee major disease insurance (celebration version), and the extended validity period of insurance liability is extended to March 31, 2022; Second, fully implement e-services. The company’s existing e-platforms such as mobile security and suixintong can handle many businesses such as beneficiary change, loan renewal, recovery and basic information change, so as to help customers handle business without leaving home and ensure continuous service during the epidemic; Third, supporting medical advance services for specific products ˙ During the “15” period, ten commitments for customer service in 2022 were released, including all-weather intelligent service, intelligent return visit to protect rights and interests, more convenient preservation service, smooth and fast response to complaints, so as to continuously improve the service quality and optimize the consumer experience.
AIA life: opening a green claim settlement channel
In order to effectively protect the interests of customers, AIA Shenzhen has opened a green claim settlement channel and a number of warm-hearted services. For example, for dangerous customers infected with New Coronavirus pneumonia, the green claims settlement channel should be opened, the hospital level restrictions on hospitalization in the articles should be cancelled, and the limitation of time for reporting insurance clauses in the hospital should be cancelled. For the preservation business affected by the epidemic, the vast majority can be handled online to reduce unnecessary personnel contact and reduce the risk of infection. During the epidemic, a 24-hour reporting hotline shall be opened and the hotline shall be unblocked. The service outlets shall be equipped with wash free hand sanitizer, temperature gun, mask and other basic protective articles to assist visiting customers in disinfection, and present epidemic prevention articles to customers in need.
Hengqin life insurance: release the risk prompt of “returning the old and maintaining the new” of life insurance
\u3000\u30003 ˙ During the event, Hengqin life insurance Shenzhen Branch issued the risk warning of “returning the old and protecting the new” of life insurance, that is, in order to earn commissions on new orders or complete performance, individual insurance salespeople will deliberately belittle the low current price and low guarantee of old contracts and exaggerate the benefits of new insurance products by starting with the reasons of company service upgrading and giving back to old customers, Encourage insurance consumers to “return the old and protect the new”, but hide the losses of customers’ insurance reduction or surrender, and will not inform the difference between the old and new insurance. To this end, Hengqin life insurance Shenzhen Branch calls on insurance consumers: do not blindly listen to the exaggeration of insurance salespeople, be cautious about “returning the old to protect the new”, improve risk vigilance, verify the authenticity through the official channels of insurance companies, and learn in detail the losses of insurance reduction and surrender, as well as the relevant information and differences between old and new products, Rationally choose insurance products that meet their actual needs and protect their legitimate rights and interests.
Taikang Life Insurance: launch full process online insurance service
Taikang Life Insurance Shenzhen branch actively promotes innovative services. Customers can complete the whole process of online services from consultation to insurance to claim settlement through official consultation telephone, official wechat, app and other Internet tools, so as to reduce unnecessary personnel contact and reduce the risk of infection.
sunshine life: providing customers with a service experience of staying at home
After the outbreak, sunshine life Shenzhen Branch immediately produced the online operation guidelines of “my sunshine” app to provide customers with a service experience of staying at home and put customers’ safety in the first place. According to the relevant person in charge of the company, while continuing to do a good job in epidemic prevention and control, sunshine life will unswervingly convey “love and responsibility”, practice “let our service become the reason for customers to choose sunshine”, provide customers with professional and high-quality services, and constantly send warmth, security and happiness to customers.
Huaxia life: extending the insurance liability of related products
The 45 insurance products of Huaxia life insurance Shenzhen Branch, including “Huaxia evergreen (excellent version) major disease insurance”, expand the liability on the basis of the original insurance liability, and pay an additional 30% of the basic insurance amount of the original insurance contract to the insured with covid-19 virus pneumonia for the first time, which is valid until December 31, 2022.
Xintai life insurance: launch a series of rapid claim settlement measures
Xintai life insurance Shenzhen Branch attaches great importance to customer service during epidemic prevention and control and responds quickly to customer needs. Open green claim settlement channel and 24-hour report hotline, start emergency accident investigation, simplify claim settlement procedures, cancel hospital restrictions, cancel waiting period restrictions and other rapid claim settlement measures. Xintai insurance extended covid-19 liability for 45 insurance products of the company. Customers can also obtain insurance services in time through Xintai insurance official wechat and 95365 customer service hotline.
