Taiping Life Jiangsu Branch fully implements the spirit of the 20th National Congress of the Communist Party of China, gives full play to the advantages of the trade union, and encourages model workers (craftsman talents) to play a leading role. The main task of the studio is to inherit skills and tackle key technical problems, improve the skills and quality of employees, promote the continuous emergence and transformation and application of innovative achievements, build an important carrier and platform, and finally create a professional and efficient life insurance claims team, promote stronger and better service capabilities, effectively protect the legitimate rights and interests of consumers, and build Jiangsu Taiping claims brand.
From April 27 to 29, 2022, at the first "Great Power Craftsman Innovation Exchange Conference" hosted by the All-China Federation of Trade Unions, Zifeng Lookout Studio appeared on the scene as a representative of China Taiping Innovation Project. Through the 3D diorama, the 360-degree panorama shows the whole picture and important innovations of the Purple Peak Lookout Studio. This event is not only a display of the studio's construction and achievements, but also a full demonstration of the craftsman spirit and innovative spirit of China Taiping. In the whole process, the team gained a huge sense of honor and further stimulated the enthusiasm of employees. After three years of development, the studio has achieved remarkable results in system construction, innovation and development, exchange and sharing.
Take multiple measures at the same time to focus on precise training
After multi-latitude investigation and research, the studio found that the standardized course training method could not meet the needs of team development, and in line with the principle of "providing customers with better services", it developed a set of training systems suitable for insurance claims personnel: special external training for the purpose of improving practical operation skills, professional internal training for the purpose of improving the level of professional theory, and three parts of competition training for the purpose of increasing practical experience.
At the same time, the studio also encourages team members to actively participate in various labor skills competitions, through which they can show their personal style and skill level, and on the other hand, learn from the excellent experience of others through Xi competitions. At present, one member has won the National Financial May Day Labor Medal, and one member has won the championship of the National Labor Competition Claims Group and the overall champion of the Southern Region, fully demonstrating the high level and high skills of Zifeng Lookout Studio with its strength.
Adhere to innovation and grasp double improvement
The studio has always been based on service and deeply cultivated service, taking it as its responsibility to be responsible for customers and doing a good job in positive insurance publicity, and constantly improving the quality and efficiency of insurance claims services. In order to let the people understand insurance and claim settlement, the studio has retrieved a large number of insurance and claims publicity materials in the market and the industry, and developed a book that belongs to Taiping Life Jiangsu Branch's own insurance claims publication - "Reasoning", starting from the life insurance claim service, through the analysis of claims data and the interpretation of cases, etc., to reveal the connotation of the clause and the meaning of insurance, so as to help consumers recognize the essence of insurance, buy insurance rationally, and not be misled. In the 2022 Micro Innovation Competition held by Taiping Group, "Reasoning" won the Micro Innovation Achievement Excellence Award. The purpose of "Reasoning" is to use real cases and concise and clear language to let people understand insurance products and claim processes, and reduce people's purchase confusion caused by the complexity and professionalism of insurance terms.
In addition, in the 2022 Jiangsu Insurance Application Research Project launched by the Jiangsu Insurance Society, the Zifeng Lookout Studio team carried out the project on behalf of Taiping Life Jiangsu Branch. Taking insurance services as the starting point, the studio demonstrates the logic and methods around the construction of customer-centered insurance corporate culture through the study of insurance corporate culture and its current situation, and tries to provide suggestions for the construction of insurance corporate culture through research. In the end, the declared research result "Customer-Centric Insurance Enterprise Culture Construction" ranked among the top three among the 56 papers submitted by many peers and universities, and won the first prize of the 2022 Jiangsu Insurance Application Research Award. Academic research is difficult for enterprise employees, and they need to pay more time and effort in their spare time, do a lot of market research, literature reading, compilation, etc., but it is this challenge that reflects the studio's high pursuit, high standards and high level. This research is not only a test of the innovation ability of Zifeng Lookout Studio, but also an affirmation of the studio's academic ability, which greatly increases the team's sense of honor, value and gain.
Scientific and efficient, empowered by big data
The studio takes science and technology empowerment as the starting point to promote the application of big data in the claim settlement scenario, which makes the claim materials more simplified and the accident verification more convenient, and greatly improves the efficiency of the claim case review after dredge the gambling points in the claim service, so that the timeliness of Taiping Life's claim service is reduced from 13 days is further shortened to 0Within 42 days, the vast majority of customers can receive the claim payment within half a day after applying for a claim, which greatly reduces the time cost of the claim customer.
In addition, the application of big data in the field of insurance anti-fraud is also an important breakthrough, through the database can be faster and more accurate to achieve the collection of fraud clues, so as to combat insurance fraud, to prevent criminals from eroding insurance, this work is not only the implementation of the State Financial Supervision and Administration on anti-insurance fraud related work specific performance, but also an important embodiment of the protection of the legitimate rights and interests of consumers.
Since its establishment, Zifeng Lookout Studio has insisted on carrying forward the spirit of model workers, giving full play to the voluntary expertise and technical advantages of model workers and technical talents, and constantly carrying out various tasks focusing on scientific and technological innovation, management innovation, service innovation and mechanism innovation. The studio team and members have won the titles of "Excellent Operation Team", "Excellent Grassroots Team", "Excellent Employees" and "Excellent Team Managers" for many times. In the future, we will continue to play the catalytic role of the studio, promote the incubation of research results, and promote the improvement of job skills, so as to improve the quality of claims service and create claims services closer to customer needs. We will also play the pivotal role of the studio to promote the expansion of the application of big data in claims practice, absorb more ideas, and provide more ways and methods for insurance positive publicity and consumer rights protection publicity.
In 2024, Zifeng Lookout Studio of Jiangsu Branch will continue to take insurance services as the theme and employee innovation as the starting point to promote the implementation of insurance protection functions, earnestly fulfill the obligations of consumer rights and interests protection, and strive to be the maintainer of financial order and a booster of social stability.
Correspondent: Lin Chenxi.