A few days ago, the 2023 SSE Wealth Management Forum and the 2023 "SSE Gold Wealth Management" award ceremony were officially held in Shanghai, and Taiping Life was awarded the "Insurance Service of the Year Award" in this year's "SSE Gold Wealth Management" selection.
The selection attracted nearly 250 projects from nearly 120 institutions, and the final results were produced through three stages of competition: institutional registration, screening and screening of application materials, expert review and online voting. The award of "Insurance Service of the Year" highlights the recognition of Taiping Life's high-quality customer service by the industry and experts. For Taiping Life, high-quality service has become one of the company's core competitiveness and a necessary condition for the company to achieve high-quality development.
Establishment + efficiency improvement, multi-dimensional integration to protect the rights and interests of customers
Striving to promote the protection of consumer rights and interests is a direct embodiment of the practice of the "people-centered" development philosophy. Taiping Life continued to improve the consumer protection system, and gradually established a "1+12" consumer protection system and mechanism with the consumer protection management measures as the main line and the management rules such as consumer protection review, financial education and consumer protection assessment as the pillars, so as to comprehensively improve the management level of the company's consumer rights protection work and promote the consumer protection work to a new level of high-quality development.
Taiping Life's service outlets, the company's official website, and official WeChat have set up special areas for consumer protection publicity and education across the country, and actively carry out diversified public welfare financial knowledge education and publicity activities15 "Consumer Rights Protection Day," 78. "Insurance Public Publicity Day, Financial Consumer Rights Protection Education and Publicity Month, and other centralized publicity and education activities organized visits, through the "Taiping" old historical materials, brand development history introduction, consumer service rights and interests introduction, so that consumers can understand the development process of finance and insurance and high-quality construction achievements, and more than 5,000 online and offline education and publicity activities have been carried out throughout the year, reaching more than 92 million consumers.
Online + offline, the service "one old and one young" is meticulous and warm-hearted
Focusing on the needs of customers, Taiping Life continuously optimizes the quality of services and uses practical actions to build "high-quality" insurance service outlets around the people.
Taiping Life's service outlets around the country not only provide efficient insurance business window services, but also actively promote age-appropriate design, such as opening a "green channel" for elderly customers in the customer service hall, so that business can be handled without queuing up with a number, and priority services can be enjoyed when entering the door, which is warm and convenientA series of "age-appropriate" supporting service equipment such as chargers, reading glasses, magnifying glasses, and wheelchairs are arranged at each window and rest place. **On the national unified customer service**95589, the "exclusive channel for elderly customers" is set up to automatically identify elderly customers over 60 years old to connect with customer service. In terms of intelligent services, by optimizing the care version of the "Taipingtong" APP, launching the "one-click connection service on the care page", adding the homepage navigation and memory functions, and defaulting the voice broadcast speed for the elderly customer group to medium speed, extending the signing speed requirements of elderly customers, and improving the customer service experience of the elderly.
In addition to the special area for the elderly, some of Taiping Life's service outlets have also opened up convenient areas such as mother and child areas, children's play areas, and pet boarding areas, so that customers can fully feel the meticulous warmth of insurance services while handling business.
Technology + digital, intelligent services make consumers more comfortable
In order to make the service more convenient, Taiping Life continues to strengthen the empowerment of science and technology, and on the basis of continuously optimizing the mobile claim "second claim" service platform, it has further launched a self-service claim service, and customers can complete the claim application by themselves through the WeChat platform.
At present, the utilization rate of Taiping Life's "second compensation" has exceeded 85%, and the efficiency of intelligent decision-making has been continuously improved, shortening the time limit for compensation of critical illness cases by 19 days. With the help of the online service matrix, customers can complete business processing within 3 minutes without leaving home, and consumers can also achieve "brushing their faces" without a license to do business, "moving their mouths" voice fast navigation, and "swiping the screen" experience is smoother, and intelligent services are improving the consumer experience in an all-round way.
Insurance + ecology, high-quality supply services for a better life
Providing continuous services around medical and health care is one of the important service systems for the high-quality development of Taiping Life. Starting from the needs of customers, Taiping Life takes the new ecological service model of "insurance + medical care" as the starting point to realize the long-term commitment of insurance to customers and escort the whole life cycle of customers.
By integrating health management, pension services and other contents, building a co-creation, symbiosis, sharing and win-win ecosystem, accelerating the expansion of risk management functions, and continuously meeting the growing needs of the people for a better life, this new ecology is becoming a new path for high-quality supply in the life insurance industry and a new starting point for the insurance industry to serve the people. At present, Taiping Life Insurance has more than 45 retirement communities across the country, and 22 health management operation projects.
Taiping Life will adhere to the original aspiration of finance for the people, fully implement the Group's service concept of "customer first", actively build a comprehensive insurance service ecosystem with Taiping characteristics, and continuously contribute to the insurance force to meet the growing needs of the people for a better life.