Recently, in order to thank everyone for their trust and entrustment, Zhonghui Property and Casualty Mutual Insurance Co., Ltd. (hereinafter referred to as "Zhonghui Mutual") launched the "2023 Member Earnest Meeting & Closing Ceremony of the Member Service Festival", with the theme of "Improving Financial Services and Protecting the Rights and Interests of Members", inviting all members to conduct online exchanges, review the wonderful moments of the 2023 Member Service Festival, and organize the "2023 Member Earnest Meeting" to chat about mutual models, mutual development and member service concepts.
At the same time, in accordance with the requirements of the Notice on Carrying out the 2023 "Financial Consumer Rights Protection Education and Publicity Month" issued by the State Administration of Financial Supervision and Administration, the publicity plan for the Financial Literacy Month will be publicized to effectively enhance the sense of gain and satisfaction of financial consumers.
As a "membership-based" insurance institution, Zhonghui Mutual adheres to the member-centered approach and continuously improves the quality and quality of its services. In 2023, in terms of member services, we will extend the service hours of agents, add exclusive customer service for multi-channel services, and iteratively upgrade the IVR self-service function of the customer service center, which will rapidly improve the convenience and increase the customer self-service rate to nearly 70%, which will greatly meet the service needs of members and improve the service experience.
In terms of claims processing, Zhonghui has rapidly promoted the construction of the claims service ecosystem, and jointly built a claims service portal with 26 cooperative institutions to provide customers with more convenient options for claim services. Streamline and streamline the reporting process, build online real-time direct claims based on insurance types and medical scenarios, and achieve a convenient direct claim experience with second-level settlement, no advance payment, and no waiting, and increase the online self-service reporting rate of claims to over 90%.
At the same time, Zhonghui Mutual launched the "Member Service Festival" for the first time, as a "special festival" to give back to customers and be grateful to the society. The event lasted for three months until September 8, including "online live activities", "offline member interaction", "service quality and efficiency", "member welfare delivery" four sections, through a variety of theme activities and high-quality products and services, fully listen to the voices and opinions of members, give back to the support and trust of the majority of members, and care for the power of good.
Continuously improving service quality and quality is the pursuit of Zhonghui Hu. During the event, in order to further optimize the service experience of members, Zhonghui Mutual will comprehensively upgrade the claims service and make standardized commitments on the timeliness, quality and case handling of claims.
Specifically, in terms of small cases, members can apply for claims online through the official WeChat*** channel, and Zhonghui Mutual can achieve quick compensation for routine cases with clear facts and clear responsibilities. For large-value cases, the "first question responsibility system" is implemented, from compensation verification to complaint and litigation handling, and one person is responsible for one case to the end. The internal team will also hold a series of activities such as the Claim Verification Capability Challenge and the Customer Service Star Competition, taking "member-centric" as the value orientation, striving to be the first and comprehensively improving the service ability of members.
As a "membership" insurance institution, Zhonghui relies on the advantages of mutual insurance mechanism, the identity of the policyholder and the owner is one, and members can fully participate in product design, upgrading and operation management, which effectively improves the business process and service quality, and has outstanding advantages in customer service. In addition, in terms of the protection of members' rights and interests, Zhonghui Mutual also takes the initiative to accept the supervision of all members and the general public through various forms such as general meetings, member service evaluations, and opinion solicitation, so as to fully safeguard the dual rights and interests of members as consumers and owners. Up to now, the number of Zhonghui Mutual members has exceeded 1.1 million, with a stable membership base, reflecting the results of "membership-based" insurance operation. Hebei Internet Radio and Television Station.