On March 14, the 2022 Bank Of China Limited(601988) Insurance Service Innovation Summit hosted by Bank Of China Limited(601988) Insurance News and supported by Guangdong banking and Insurance Regulatory Bureau was held in Guangzhou. The theme of this summit is "financial services are more intimate with temperature". The guests discussed the innovative ideas and measures of the banking and insurance industry in the process of serving customers.
Since the activity was launched at the end of 2021, more than 300 industry cases have been collected. Among them, four types of cases were collected for the banking industry: "typical cases of consumer rights and interests protection", "online service innovation cases", "outlet service innovation cases" and "typical cases of elderly service"; Four categories of cases were collected for the insurance industry, namely "typical cases of consumer protection", "typical cases of elderly service", "typical cases of customer service" and "annual influence compensation cases".
The case of "good welfare, innovative mobile platform and creating 'Insurance + Health' one-stop service" submitted by Ping an endowment insurance was selected as a model case of customer service in the insurance industry.
The official pension insurance platform - "Ping An pension insurance app" provides nearly 20 million employees with independent pension insurance. In response to the "healthy China" requirements of the CPC Central Committee, implement the company's health strategy, further meet the health management needs of enterprise employees, make good welfare app, rely on the advantages of Ping An Group's large health resources, cooperate with the strong self built medical team of Ping An Health Internet, improve the offline service network and rich health products, and comprehensively upgrade to create a "insurance + health" one-stop service platform.
On the basis of traditional insurance services and annuity services, good welfare has built a new health management sector.
Any policy from Ping an endowment insurance insured by customers can be queried on good welfare. The health services given by the policy, as well as the health services purchased by enterprises and individuals can be queried on good welfare app - my - Health Rights - all rights services. The query is fast and easy to use. At the same time, apply big data technology to gain insight into customer needs and take "accurate" service as the basis of health management. From the "big data" of insurance users to the "small data" of individual health, explore the whole life-cycle health management and disease prevention schemes for subdivided populations. For more than 300 million people with chronic diseases, Ping an endowment insurance uses the user label management platform to classify and screen the people with chronic diseases, and provides accurate services according to the portraits of different users with chronic diseases.
A special area is set up on the good welfare app to provide 7 24-hour round the clock service response, audio and video consultation of famous medical experts, rapid delivery of prescription drugs to the door, medical treatment arrangement of class III and class A hospitals, chronic disease information, etc. At the same time, establish personal health files, dynamically record and track users' health, physical examination, consultation, medication, medical treatment and other data, and provide professional suggestions and guidance in time, so as to truly realize an accurate, quantitative and effective scientific health management mode.
Since the upgrade of the platform in August 2021, in half a year, the health services and products of the good welfare platform have served 2 million online users, and the average number of free consultations per day is nearly 1000, building a warm health protection wall for enterprise users.
Ping an endowment insurance always pays attention to market changes and customer needs with keen insight, and will continue to apply scientific and technological innovation achievements, expand existing service scenarios, and provide customers with comfortable and safe insurance, health and endowment services. It is truly fulfilling all the good expectations of people for warm finance, exploring a broader financial service position, and continuously creating a "worry free, time-saving and money-saving" customer experience.
