Aunt Xu, I'll help you do it, your claim has been paid" "Hasn't it only been 10 minutes?" How could it be so fast, thank you so much! Not long ago, after learning that Ms. Xu, a 69-year-old customer, was discharged from the hospital, the service staff of CCB Life made a special trip to visit the customer, and quickly completed the claim settlement through the "small second compensation" service within 10 minutes, bringing warmth to the elderly who are sick and have inconvenient legs and feet with full sincerity.
An insurance policy is a heavy commitment, and service is a two-way rush of trust and responsibility. Since 2023, CCB Life has implemented the spirit of the first-class financial work conference, helped build a financial power with new financial and insurance practices, and strived to do a good job in the "five major articles" of science and technology finance, green finance, inclusive finance, pension finance and digital finance. The company has always taken the people's yearning for a better life as its own responsibility, cultivated the feelings of the people, adhered to the original intention of guarantee, and strived to create "innovative, quality, and warm" insurance protection services, and fulfilled its solemn commitment to customers with a series of efficient and heart-warming service measures.
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First show great love and ignite the "charcoal in the snow".
On April 11, 2023, Ms. Pu, who was hospitalized, suspected that she had a uterine malignant tumor after a PET examination. At this time, she thought of the CCB Life Longxing Kangyou No. 2 Malignant Tumor Disease Insurance that she had purchased in 2017, so she immediately called the customer service staff of the consulting company. Although Ms. Pu had not yet been diagnosed with a critical illness at this time, after receiving the **, the customer service staff of CCB Life immediately instructed the customer to provide relevant examination materials and was ready to start the critical illness compensation service process at any time. On April 13, Ms. Pu was diagnosed with low-grade cervical carcinoma. In the afternoon of the same day, two service personnel of the company went to Ms. Pu's home to visit and express condolences as soon as possible, and handled a claim application for her. The next day, before Ms. Pu went to the hospital for further **, 300,000 critical illness insurance money was transferred to the customer's bank account to escort Ms. Pu, who was actively fighting against the disease.
"Critical Illness Claim" is a heart-warming service initiative launched by CCB Life in 2022, which aims to assist eligible customers to obtain insurance benefits as soon as they are diagnosed with critical illnesses through a series of services such as claim visits, simplification of claim information, pre-priority arrangement of medical history retrieval, and opening up a green channel for claims settlement, thereby alleviating the financial burden of customers due to critical illness**. Since the launch of this service, nearly 10 million yuan has been paid in compensation, sending "charcoal in the snow" to many customers who are in "urgent distress and difficulty".
Insurance claims are one of the core values of insurance services, and it is also the best way for insurance companies to fulfill their commitment to protect and demonstrate their love for insurance. In 2023, CCB Life will serve a total of 122 customers470,000 person-times, a year-on-year increase of 283%, and the cumulative payment of insurance premiums is 295.3 billion yuan, a year-on-year increase of 167%。CCB Life fulfills its commitment to the protection of its customers with practical measures and strong responsibility, and illuminates the road of serving people's livelihood with the light of protection.
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Guarantee and solve people's worries and do a good job of "caring people".
If your family situation is inconvenient, we will drive over by ourselves, and we will help you prepare the claim materials on the spot. "The summer in Nanyue is unbearable. Considering the financial plight and physical condition of Ms. Yan's family, the staff of CCB Life Insurance drove more than 100 kilometers from the city to the customer's home in Xinyi Rural Area to assist her in handling the online claim application, and sent the company's warm condolences to Ms. Yan, who unfortunately suffered from lung carcinoma in situ, and encouraged her to be active as soon as possible. Just one day later, Ms. Yan successfully received the company's claim payment, injecting a "shot in the arm" for the family in difficulty.
Returning to poverty due to illness and poverty due to illness has always been one of the reasons for the difficulties of rural grassroots people, migrant workers in urban areas, low-income groups, and the elderly. In order to fulfill the mission and responsibility of state-owned insurance companies and serve the society and people's livelihood, CCB Life actively responds to CCB Group's "inclusive finance" strategy on the service side, solves worries and alleviates people's difficulties with high-quality insurance claims services, and becomes a "caring person" in the process of high-quality social and economic development.
In 2023, CCB Life provided claims services to 3,037 corporate customers, with a total claim amount of 235.1 billion yuan, actively play the role of insurance "economic stabilizer"; Complete 26 for seniors over 60740,000 claims, with a compensation amount of 105.6 billion yuan, actively serving the "silver-haired family"; It has provided high-quality claim settlement services for 27 logistics enterprises, 160 construction projects, 91 construction companies, 5 transportation companies, 93 property companies and other industries where migrant workers gather in the city, with a total compensation amount of 41.7 million yuan, escorting new citizens to gain a foothold in the city.
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Data runs more errands to deliver "timely rain".
Before I got home, the money arrived. Mr. Miao, a customer from Xingtai, Hebei Province, reported to CCB Life's offline service outlets after recovering from a fracture of the right humerus and microcephaly. To his surprise, on the way home from the outlet, he had already received his own claim payment. This also made Mr. Miao feel the speed of CCB Life's claim settlement.
The traditional claim settlement model usually consumes a lot of time and labor costs, which also leads to difficult and slow claims settlement has become a major pain point in the insurance industry. Under the wave of digital transformation, CCB Life continued to focus on the digital transformation of the service side, continuously improved service efficiency with "insurance + technology" as the axis, optimized the timeliness of claims, and launched a series of intelligent claims services such as self-help claims, small quick claims, intelligent decision-making, and direct data connection. Related services are relying on their fast, efficient, humanized, all-weather and other characteristics, to become a warm service assistant around customers.
By the end of 2023, CCB Life's self-service claims function had handled more than 730,000 cases, further improving the efficiency of claims settlement and customer service experience. The intelligent decision-making system automatically reviews the claim case up to 040,000 pieces, using insurance technology to create a "one step faster" warm-hearted service; The use of data direct connection to serve 90,000 customers, so that data can run more errands and customers can run less.
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Service without boundaries Be a good "guardian".
128 public welfare activities, 71 cultural theme activities, 142 sports-themed activities, and nearly 300 professional first aid trainings benefited 220,000 people, which is a heart-warming "report card" handed over by CCB Life during the 2023 Customer Service Festival.
With the theme of "Embracing the New Era and Sharing a New Life", this year's customer service festival focuses on the four major sections of "Life and Fashion", "Public Welfare and Responsibility", "Sports and Health" and "Culture and Taste", and takes the dissemination of health knowledge, the organization of public welfare activities, the development of fitness sports, and the experience of traditional culture as the carrier, which comprehensively expands the boundaries of insurance protection services and creates more possibilities for the people's better life.
On the service side, CCB Life continues to focus on the needs and pain points of consumers on the insurance service side, continuously optimizes the customer service system covering the whole process of insurance pre-sale, in-sale and after-sale, and brings new insurance service experience to customers by holding diversified service activities from time to time.
While continuously expanding the scope of services and optimizing the quality and efficiency of services, CCB Life attaches great importance to the protection of consumer rights and interests, earnestly fulfills the main responsibility of consumer rights and interests protection, and actively organizes employees to go to rural areas, communities, campuses, enterprises and business circles through online and offline forms at important activity nodes such as "Financial Consumer Education and Publicity Month", and conveys financial and insurance risk prevention knowledge to consumers in various forms such as stall publicity, knowledge lectures, online publicity, and public welfare free clinics. Create a fair financial consumption environment for the broad masses of the people.
Once the covenant is established, there is no obstacle in all mountains. CCB Life will continue to bear in mind the "great man of the country", practice the original intention of "insurance for the people", take the people's yearning for a better life as the starting point and end point of all work, empower insurance services to "improve quality and efficiency" with innovative and diversified thinking, continuously improve the people's sense of acquisition, identity and satisfaction of insurance services, and forge ahead to create a new chapter in the company's insurance services.