Support: Remote Asset Management Reporting Department
Financial technology is changing from a frontier concept under discussion to a wide range of applications around people. With the prosperity and breakthrough of Fintech, the society's understanding and discussion of financial technology has become more and more profound.
Internet companies take mobile payment as a breakthrough, relying on behavioral data such as shopping, trading and logistics, and have taken innovative steps in some financial business fields. The society has gradually realized that due to the lack of financial business practice, there are potential risks behind the financial innovation of Internet companies. At the same time, financial enterprises have made great achievements in exploring digital transformation and enabling technology to empower finance.
China Ping An is a leader in the digital transformation of domestic financial enterprises. They put forward and promoted the enterprise strategy of "technology-enabled finance, technology-enabled ecology and ecological-enabled finance" very early. In 20 18, "insurance, banking and investment" in China Ping An Logo was officially upgraded to "finance and technology", which showed China Ping An's determination to build a financial+technology ecology.
In fact, only by solving the "pain point" under the traditional business model can we respond to customer needs more quickly and truly realize the "extreme service" that traditional financial enterprises can't touch. By empowering finance through science and technology, Ping An has created the "new value" of financial services.
pain spot
At present, there are more than 1000 kinds of insurance products on the market, which are seriously homogenized and difficult for users to choose. Therefore, service ability has become an important indicator for products to stand out.
There are many links involved in the traditional insurance industry, among which insurance, claim settlement and operation are the three links in which users are the most involved. Therefore, users often give feedback that insurance is complicated, claim settlement is slow and business handling is troublesome, which are actually the three major pain points of traditional insurance services.
In the traditional insurance scenario, customers need to personally go to the insurance company for on-site consultation, signing and certification, and the whole process is time-consuming and laborious; Even if you use the mobile APP, there is often a "pain point" that requires "multiple authentication" to successfully insure. The complicated insurance process of traditional insurance has caused a "gap" between financial services and customers, which is even more difficult in the later "claim settlement".
Take the claim of "critical illness insurance" as an example. Different critical illness requires different claim materials, such as preoperative pathological examination results and postoperative diagnosis results. If users are allowed to filter and submit documents themselves, the "approval process" will be increased and the waiting time will be increased. The data shows that in the online declaration of critical illness insurance, less than 30% of users can submit complete materials at one time. The complicated "claim settlement" process of traditional insurance makes it impossible for customers suffering from capital shortage to get quick service response.
In addition to the cumbersome "claims" procedures of traditional insurance, the same is true of auto insurance business. When a customer encounters a car accident, he needs to wait for the traffic police to open an accident ticket, and then spend most of the day going to the loss-fixing center designated by the insurance institution to "fix the loss". After many procedures, the funds will be transferred to the customer's account. The whole process is "time-consuming and laborious", which makes the "office workers" who are busy with their work painstakingly pay for auto insurance claims.
Finally, traditional insurance operation services are often inefficient, and different business scenarios require different processes and documents. Some types of insurance can only be handled on weekdays, and customers have to go to the sales department to "ask for leave"; The data shows that 80% of customers need to go to the sales department at least twice to complete their business. After completing the insurance, if you need to change some information details, you need to go to the designated business department again. Traditional insurance operation services often have fixed processes and links. For customers, it is usually time-consuming and labor-intensive, and the efficiency of handling business is low.
In the above-mentioned traditional insurance business scenarios, customers often fall into inefficient and cumbersome dilemmas. China Ping An put forward a solution to this problem.
inform with
Ping An recently launched an innovative financial service standard-"iCARE", and the whole concept actually comes from the "icare" theory of management master Ken Bulga in Extreme Service. On the basis of this theory, China Ping An has further expanded and combined with the customer insight and consumer demand in China local market to create a brand-new experience of "ultimate service" for customers.
In Ping An's "iCARE" innovative financial service standard, the first four letters stand for: innovation (innovative mode before customers need it), culture (professional and young service culture), concern (people-oriented focus concept) and response (sincere and quick action response).
The last letter "e" refers to empowerment, which is translated into Chinese as: convenient and worry-free technology empowerment.
The "technology empowerment" here is to reduce the organization's operating costs through scientific and technological means, so that the customer's service experience is more worry-free and convenient, thus forming a "dimension reduction blow" to traditional business scenarios.
Aiming at the core pain points of customers: troublesome insurance, slow claims and difficult claims, Ping An has launched services such as "smart authentication", "smart pre-compensation" and "smart flash compensation".
"Intelligent authentication" is a process of establishing biological files for each user, which mainly adopts artificial intelligence technologies such as face recognition and voiceprint recognition. From the traditional "insurance policy system" to the "real name registration system", it is necessary to realize the trinity authentication of "real person, certificate and insurance policy" This technology will solve the disadvantages of traditional business from the "insurance link" and make the insurance process safer, more convenient and more worry-free.
With the exclusive "insurance cloud", Ping An's "smart authentication" can quickly verify the relevant attributes and behaviors of agents and policyholders, thus reducing "disputes" in the process of policy sales and greatly increasing the efficiency of "insurance". According to the data released by Ping An, the "surrender rate" of the new contract has dropped to 1.4%, far below the industry's 4%. Moreover, the whole insurance time is shortened by 30 times, and the "quality inspection success rate" after information uploading is improved by 65%. Compared with the "insurance" link of traditional insurance business, "intelligent authentication" greatly simplifies the process and provides users with more convenient and worry-free services.
Followed by Ping An's "smart flash compensation" and "smart advance payment" services:
Ping An has the industry-leading AI intelligent detection tools. When the user encounters a car "squeak", he can open the APP and use the AI ? ? camera to automatically capture it. Automatic image recognition technology will cut off the damaged part of the vehicle, and immediately estimate the compensation amount, and then transfer to the compensation process. The entire "claim payment" can be credited to the account in a few minutes. The average time 188 seconds, the fastest is only 49 seconds.
Compared with video claims in the industry, Ping An Property & Casualty's "Smart Flash Claims" provides a one-stop solution from reporting, exploration, damage assessment and compensation, and realizes the automatic second-level damage assessment of automobile 15 exterior parts, with a speed of 4,000 times, an accuracy rate of over 90%, and an improvement in the efficiency of claims work of over 40%. The "intelligent flash compensation" service saves customers' time and solves the problem of "slow time limit and complicated process" in traditional insurance business.
In 20 17, China Ping An Life Insurance Company of China insurance company integrated the emerging technology and digital technology, and launched the sharp knife service of "quick claim settlement and hair-trigger", that is, the "flash claim" service, which realized that customers would never leave home, bid farewell to running around, connect directly to hospitals and make claims online. Create a very fast and simple service, which can complete the claim within 30 minutes. By the end of 19, the total number of "flash claims" exceeded 3 million, and the amount of claims exceeded 6 billion. Relying on big data to achieve the fastest and simplest claims and achieve temperature-sensitive services.
This year, China Ping An Life Insurance Company of China Insurance Company will continue to upgrade its evolving claims service and innovatively launch "intelligent pre-claims". By constructing the portrait of the claim customer and the big data model, comprehensively analyzing the customer's illness and insurance policy, predicting the claim amount and realizing the early payment, the financial pressure of users for short-term medical treatment can be effectively alleviated.
In the traditional insurance business, customers need to pay compensation according to the invoice after hospitalization or related treatment is completed. However, China Ping An Life Insurance Company of China Insurance Company's "intelligent pre-compensation" breaks the routine and directly puts the claim link in the hospitalization link, so that eligible customers can quickly obtain part of the claim funds and get safer and more practical treatment. The "lightning" service guarantee of these "claims" links is not available to customers in traditional insurance business.
In addition to intelligent "authentication" and "claim settlement" links, Ping An also applies technology to operational links. Specifically, Ping An uses AI technology to build a smart service system with 100% full coverage of operational scenarios, intelligent processing of the whole process, and dynamic and accurate risk control. At present, 90% of financial services can be completed online through self-service, only 9% of services can be completed through aviation stores, and 1% needs to be handled on site, which solves the pain points of low service efficiency and time-consuming and laborious travel of customers to and from the business department under the traditional operating business model.
The future competition of financial enterprises is bound to be the competition of user experience, and the deep application of technology represented by AI will be the key to success.
Behind Ping An's technological empowerment in financial business is the research and development of technology to enhance the "ultimate" service experience. In recent years, Ping An has moved from systematization and platformization to smarter technology. Based on the accumulation of claims and loss data, the whole database has data of 60,000+models and 25 million+accessories, which can automatically identify 40 parts of the body. In addition, there are more than 30,000 risk rules and hundreds of risk control models to automatically identify and intelligently intercept claims risks, further ensuring the safety of user services.
China Ping An not only empowers AI technology in insurance business, but also brings it to more than 200 realistic scenarios involving finance, security and education. This means that Ping An's AI technology can be applied to more scenarios, allowing more people to enjoy better service quality in different scenarios.
future
For Ping An, the essence of financial technology innovation is to respond to customer needs more quickly in different scenarios and to achieve the ultimate customer service.
Scientific and technological means such as "Hawkeye System", "One-click Claims Settlement" and "AI Picture Recognition" all reflect the service characteristics of Ping An, which is driven by technology to improve service quality and make every effort to make customers' demands respond quickly.
Internet companies lack the accumulation and precipitation of the financial industry, and their understanding of the actual financial scene remains to be explored. However, financial enterprises need to continue to make good use of scientific and technological strength to empower traditional businesses. A deep understanding of business pain points is the core competitiveness of financial enterprises to develop fintech.
Empowering finance with science and technology and serving customers better is the future development direction of financial enterprises. Ping An hopes to implement the service tenet of "the ultimate service, by your side" in every service action, and let the image of "science and technology leading, service first, professional young" penetrate into the hearts of every consumer.
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