Recently, under the guidance of the Insurance Society of China, the 2023 Top Ten Warm Claims Case Conference and the Seminar on the High-quality Development of Insurance Claims Service jointly sponsored by China.com Finance and the Insurance and Economic Development Research Center of the Chinese Academy of Social Sciences were held in Beijing. ICBC AXA Life's case of "'Seeking TA' for One Commitment and Responsibility" stood out and was selected as one of the "Top 10 Warm Claims Cases in 2023".
As early as 2021, ICBC AXA Life Insurance launched the "Zhongli TA Search" service, which proactively provides claims services for deceased customers by finding "lost" customers who have not received the maturity payment for a long time. In line with the company's service concept of "abiding by the contract and being able to compensate for all the compensation", the service staff ignored the adverse conditions such as the epidemic, the cold winter, and the long distance, and finally found out that the only beneficiary of the customer - the 82-year-old old mother living in the nursing home. At that time, during the outbreak of the new crown infection, the company's service staff coordinated with nursing homes, neighborhood committees, and relatives of the elderly many times to strictly implement the epidemic protection requirements, and finally saw the elderly after two weeks. And many times risked being infected to go to hospitals, public security, neighborhood committees and other departments to assist the elderly in collecting claim information, and helped the elderly to receive 250,000 yuan in compensation on the night of applying for compensation, bringing warmth to the elderly in their later years and effectively safeguarding the legitimate interests of consumers.
This case was selected as one of the "Top 10 Warm Claims Cases of the Year", which is a microcosm of ICBC AXA Life's commitment to serving the people and fulfilling its corporate responsibilities. In recent years, ICBC AXA has adhered to the concept of "insurance surname protection" and cherished the heart of "insurance for the people". The company has continuously strengthened the implementation of inclusive policies and financial service support, actively participated in Huimin Insurance and public welfare insurance, and actively responded to major disasters and accidents.
In 2023, ICBC AXA Life Insurance will provide Huimin Insurance services for 400,000 people, and donate nearly 6.2 billion yuan of insurance to Yunnan, Hebei, Jiangxi and other places, taking it as its responsibility to serve people's livelihood and well-being and escort customers' better lives. In terms of digital innovation, ICBC AXA leveraged technology-enabled services and launched the "One-Hour Quick Claim" service in 2023 to create a full-process intelligent claims settlement system, realizing the leap from "days" to "hours" in the time limit of individual business claims, and closing cases in 24 minutes on average. At the same time, the company also adheres to the service tenet of "abiding by the contract and making full compensation", strives for perfection, and continues to launch a series of special claim services: "Critical Illness Advance Compensation + Serious Illness Prepayment" and "Hospitalization Advance Payment" to realize the double advance payment of critical illness insurance and medical funds, alleviating the economic pressure of customers in an all-round way; "Seven Exemptions and One Victory" simplifies the claim information, so that "data run" replaces "customer run"; The "Claims Assistance" is operated by service personnel to handle claims for customers throughout the process to help the majority of elderly customers solve the problem of "digital divide".
In the future, ICBC AXA Life will adhere to the concept of "Finance for the People", focus on the people's urgency, hardship and hope, continue to promote the in-depth integration of insurance and technology, shape a new ecology and new model of insurance services, and meet the growing financial needs of the people with warmer financial services.
Pocket Spring City Reporter: Pan Wenhan Intern: Liu Anna Editor: Zhang Xi Editor: Wu Chenping Final Review: Zhou Jianjun.