On January 10, Ant Insurance, an Internet insurance platform, released the "2023 Ant Insurance Platform Claims Service Report" (hereinafter referred to as the "Report"), which shows that in 2023, the insurance companies cooperated with Ant Insurance will settle a total of 23.1 billion yuan from users through the platform, a year-on-year increase of 23%, of which the user satisfaction rate of "Anxin Compensation" will reach 94% after achieving large-scale coverage.
It is worth mentioning that in the past, only users who have already had a claims experience can know the claims service level of a certain insurance product, so how to make the claims service level more transparent? Beike financial reporters learned that from January 2024, Ant Insurance's "Anxin Compensation" will publish the claim score of each selected product, which will be updated monthly, so that users can understand the claim service level according to the score, which is also the first platform in the industry to quantitatively score and transparently display the claim service according to the fine-grained nature of the insurance product.
Last year, the cumulative claim amount exceeded 23.1 billion yuan, and the "peace of mind compensation" has covered 90 products.
According to the report, in 2023, cooperative insurance companies will settle more than 23.1 billion yuan from users on the Ant Insurance platform, a year-on-year increase of 23%.
Fang Yong, head of Ant Insurance's claims technology, said that the claims finance in 2023 may be related to the increase in user activities after the epidemic, such as the increase in medical treatment. On the other hand, last year, the company launched a number of "0 deductible" insurance products to lower the threshold for claims, so the number of reported cases has also increased.
In addition, Ant Insurance's "Anxin Claim" launched in 2022 has covered 90 products from 12 insurance companies by the end of 2023, which means that the vast majority of claims on the platform can be completed through "Anxin Claim".
Taking health insurance as an example, in 2023, there will be a total of 4.69 million health insurance claims on the Ant Insurance platform, of which 4.59 million people will complete claims through "peace of mind claims", with a coverage rate of 98%.
According to the report, the user satisfaction of the "peace of mind compensation" service is high, and in the report application process, Ant Insurance guides users to report the case through AI functions, allowing users to submit all materials at one time, and the user satisfaction rate is 91%; In the case settlement and compensation process, the overall user satisfaction rate was 94%, in the hospitalization medical insurance and critical illness insurance with large claim amounts, the user satisfaction rate reached 95%, and in the dispute mediation of the compensation results, Ant Insurance's "peace of mind compensation" co-compensation satisfaction reached 88%.
"Peace of Mind" publishes the claim score of each product, and the claim service level is more transparent.
In the past few years, the release of annual claims service reports has become the standard, and many innovative measures have been implemented in the claims environment, including technology empowerment, process optimization, and the introduction of mediation mechanisms.
Entering 2024, Ant Insurance has also innovated in claims services. Starting from January this year, Ant Insurance's "Safe Claim" will display the scores of four indicators for each selected insurance product, namely the success rate of one-time submission, the achievement rate of timeliness, the acceptance rate of conclusions, and the satisfaction rate of claims. Among them, the first three indicators are automatically scored by the Ant Insurance system based on the completeness of the materials, processing timeliness and dispute data of all claim cases, and the satisfaction with the claims is scored by the claim user, and the four scores will be combined to obtain a comprehensive score.
This shows that users can intuitively understand the claims service level of the product when they purchase insurance, rather than through the real claims experience.
Taking Ping An Health's Good Medical Insurance Children's Long-term Medical Care (0 deductible) as an example, you can clearly see the performance of the product on the page in four indicators of claim service, such as "one-time submission success rate", "timeliness achievement rate" and "claim satisfaction" far exceeding other products of the same kind, reaching the A+ level, "conclusion acceptance rate" is A, and it also provides 1 special service for peace of mind claims, and finally obtained a comprehensive score of "excellent".
Such a score also provides a more intuitive indicator for users to choose insurance products, after all, the ultimate pursuit of insurance is better claims service.
Guo Jinlong, director of the Insurance and Economic Development Research Center of the Chinese Academy of Social Sciences, believes that the service scoring mechanism of "peace of mind compensation" is similar to the "public comment" in the insurance industry.
Fang Yong said that we realized a few years ago that insurance is a big industry drawback, which cannot form a good service closed loop, and will inevitably lose user reputation in the long run. Therefore, Ant Insurance should not only be an intermediary bridge for sales, but also an intermediary bridge for claims, and although the final claim decision is made by the insurance company, there is still room for Ant Insurance to improve the efficiency of claims settlement in this process. "For example, before we put forward the success rate of a report, no one in the industry paid attention to this matter, but in fact, users did not fully understand the requirements of the required materials, so the company released a technology that automatically recognizes the materials of life insurance claims, which can improve the success rate of users submitting the right materials at one time. The company launched these user-perceived indicators, hoping to contribute more ideas and create a better claims reputation with insurance companies that are committed to further improving the user claims experience. ”
Beijing News Shell Financial Reporter Pan Yichun.
Edited by Xu Chao.
Proofreading by Liu Baoqing.