China Ping An announced three service promises and five service standards leading the industry.
Following the announcement of the launch of the annual brand activity "Your Peace, My Commitment", on March 24th, at the press conference in 2009, China Ping An solemnly launched three customer service commitments: life insurance, property insurance and banking, among which five service standards are the highest in the industry. (For details of the meeting, please click /about/ Cheng Nuo /index.jsp).
At the Beijing press conference, Sun Jianyi, vice chairman of China Ping An Group, announced that the launch of customer service commitment is one of the core contents of the annual brand activity of "Your Peace, My Commitment", and Ping An Property & Casualty Insurance, Life Insurance and Bank became the first units to participate in the commitment. Ping An Property & Casualty promises to provide all auto insurance customers with convenient services of "within 10,000 yuan, complete information and three-day payment", which will refresh the national unified and fast payment ceiling in the industry. Ping An Life Insurance Company of China promises to actively innovate the concept of claim settlement, and actively help all customers insured in Ping An Life Insurance Company of China to find the facts and basis of claim settlement within the scope of the contract and in accordance with the "principle of customer interests". Ping An Credit Card also introduced a 72-hour loss reporting guarantee before loss reporting. Once the cardholder's Ping An credit card is stolen, as long as it meets the guarantee conditions, the cardholder can get a maximum compensation of 50,000 yuan. This guarantee of Ping An Credit Card ranks in the forefront of similar protection of domestic credit cards, both in terms of guarantee time and guarantee amount.
Sun Jianyi said, "Ping An in China has always been committed to continuously meeting the needs of customers. Through in-depth research on the financial and insurance market and consumer demand, we found that insurance customers are very concerned about the problem of difficult and slow claims settlement in China insurance industry, and a considerable proportion of credit card holders are worried that their credit cards will be stolen. In view of the above two concerns, while maintaining the excellent service tradition, we made three solemn commitments to improve the service quality of insurance claims and credit card protection. We will keep our promise, accept public supervision and provide consumers with high-level and professional financial services. At the same time, we hope to inject confidence into the public in this way, set a model of corporate integrity, and raise the quality of service to a new level. "
Ren Huichuan, Chairman and CEO of Ping An Property & Casualty, Li Guohua, Executive Deputy General Manager of Ping An Life Insurance Company of China, and Chen Zhu, Executive Vice President of Ping An Bank attended the press conference and solemnly announced the specific service commitments.
Auto insurance: 1 10,000 yuan to refresh the highest standard in the industry. If you don't close the case for three days, you will pay ten times the penalty interest.
Since the implementation of compulsory insurance, private car owners have to buy compulsory insurance and commercial insurance for their cars. China Ping 'an said that the customer satisfaction survey conducted by the company for five consecutive years showed that customers were most concerned about the compensation limit in auto insurance claims. To this end, Ping An of China issued a military order of "commitment" at the press conference: nationwide, Ping An of China promised to complete the case examination and approval and notify the compensation within 3 working days for the auto insurance liability accident cases with the compensation amount less than 6,543.8+0,000 yuan (including 6,543.8+0,000 yuan), provided that the compensation information submitted by customers is complete and effective. It is understood that for a quick loss claim, domestic auto insurance companies mostly take the case of no more than 5,000 yuan as the claim condition, facing the whole country, and it is the first case in the country to make a unified quick payment within 10,000 yuan.
At the same time, Ren Huichuan, Chairman and CEO of China Ping An Property & Casualty Insurance, announced at the press conference that for cases that failed to reach the above commitments, customers will be compensated with penalty interest at 10 times of the current bank interest rate (daily settlement). It is reported that the penalty interest system is the first in the industry. China Ping An revealed that about 97% of the actual auto insurance cases with claims are below 1 10,000 yuan, which is expected to benefit most Ping An auto insurance customers.
It is reported that the speed-up action of Ping An auto insurance claims has been carried out for three years. In order to ensure that every commitment case can meet the standards, China Ping An has increased the input of relevant resources, focused on improving the skills of staff and simplified various claims procedures and processes.
Life insurance: find reasons for customers to claim compensation and maximize compensation within the scope of the contract.
The slogan of China Ping An Life Insurance Company of China Insurance Company's service commitment is "Keep the contract well and find out the reasons for your claim". Li Guohua, executive deputy general manager of Ping An Life Insurance Company of China, said that for a long time, insurance customers have been most concerned about claims settlement. This commitment aims to innovate the concept and practice of claim settlement, and actively help all customers insured in Ping An Life Insurance Company of China to find the facts and basis of claim settlement according to the principle of "customer interests" within the scope of the contract.
Therefore, China Ping An Life Insurance Company of China Insurance Company put forward the principle of "more prudence in refusing to pay compensation", optimized the claim settlement procedure, and ensured that every case of refusing to pay compensation was carefully checked by a senior underwriter with many years of experience. When dealing with controversial cases, the company will make explanations in favor of customers within the scope of terms and laws. Customers can also appeal through the green channel of claims appeal, and Ping An senior underwriter will be responsible for it to the end, carefully review the reasons and evidence of appeal, assist customers to supplement and collect information, and further find the basis for claims.
At the press conference, Li Guohua emphasized that the premise for customers to find reasons to claim compensation is to abide by the contract. The company will identify the nature and cause of the insured accident strictly according to the facts and evidence, and clarify the insurance liability and scope according to the contract and the law. He said that although Ping An can't guarantee that all cases can find reasons for compensation, it is expected that it is not difficult for customers to feel compensation through real claims concept and action innovation.
Credit card: 50,000 yuan card loss protection 72 hours before loss reporting, the highest in the industry.
At present, credit card has become a widely used payment tool carried by consumers. The credit card survey conducted by Ping An Bank before issuing credit cards shows that safety and convenience have become the most frequently mentioned keywords by consumers. The third promise made by China Ping An is related to the security of credit cards.
Chen Wei, executive vice president of Ping An Bank, said that Ping An Credit Card is the best of the three industries in providing security for customers. According to reports, Ping An Credit Card provides cardholders with a maximum of 50,000 yuan for card loss protection, which is the highest fixed credit limit allowed by domestic personal credit cards and the highest card loss protection limit in the industry at present. Ping An's credit card loss reporting protection can be traced back to the loss of the cardholder within 72 hours before the loss reporting, which is also the longest time among similar credit card protection in China. At the same time, Ping An Bank is also the first bank to provide credit card theft and cash loss protection.
Chen Wei emphasized that in order to effectively protect the interests of both cardholders and banks, the maximum guarantee amount enjoyed by each cardholder can reach the upper limit of the fixed credit limit of the card, up to 50,000 yuan. The losses that meet the scope of protection include the loss of credit card consumption confirmed only by signature and the loss of credit card withdrawal caused by forced disclosure of withdrawal password due to robbery. As long as the cardholder signs on the back of Ping An Credit Card and makes a successful down payment, if the credit card is lost, stolen or robbed, etc. As long as the guarantee conditions are met, the cardholder can get a payment guarantee every year from the date of opening an account.
Chen Wei also said that at present, Ping An Credit Card will send an instant reminder message to the cardholder's credit card consumption, cash advance and repayment, which not only further ensures the cardholder's account security, but also helps the cardholder to manage the account more intimately.
It is understood that China Ping An's commitment to customers is: service first, integrity protection. China Ping An has been committed to providing innovative and high-quality services to its customers. In addition to the above three fresh promises, China Ping An Life Insurance Company of China Insurance Company took the lead in providing customers with P-star and five-star services and "one-cabinet service", and Ping An Auto Insurance also pioneered the telephone correction service for new cars in the industry, providing "customer care" services such as nationwide general compensation, SMS reminder of the expiration of two certificates, direct compensation service and SMS notification of full compensation.
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Three service pledge slogans:
1, Ping An Auto Insurance will be paid within three days if the information is complete.
Ping An Life Insurance Company of China abides by the contract to find reasons for your claim.
3. The maximum guarantee for Ping An Credit Card is 50,000 yuan 72 hours before loss reporting.
Five service standards leading peers:
1, 1 10,000 yuan is the first case in China, and most domestic auto insurance companies take the case of no more than 5,000 yuan as the claim condition.
2. For auto insurance cases that cannot be paid in time within three days, the penalty interest system is adopted, which is the first case in the industry.
3. The maximum amount of credit card loss protection is 50,000 yuan, which is the highest credit card loss protection amount in the industry at present.
4. One of the longest credit card guarantee periods: 72 hours before loss reporting.
5. Take the lead in providing cash loss protection for credit card robbery;
Ping An Auto Insurance meets the promise of 10,000 yuan claims with high standards.
Time: June 2009-1 1 Source: Font: large, medium and small.
Cases with less than 10,000 yuan will be closed in nine hours, and cases with less than 2,000 yuan will be closed in seven hours.
Ping An Auto Insurance meets the promise of 10,000 yuan claims with high standards.
"It takes only half a day for Ping An Auto Insurance to claim within 10,000 yuan." How quickly can domestic auto insurance claims be settled? On June 1 1, Ping An Property & Casualty, a subsidiary of China Ping An Group, announced that since the company launched the auto insurance service commitment of "within 10,000 yuan, complete information and three days", the average settlement time of auto insurance claims within 10,000 yuan in April and May was 0.52 days (about 12 hours) and 0.38 days (about 9.38 days) respectively.
The commitment redemption rate is 99.79%
On March 24th this year, Ping An Auto Insurance announced that it would complete the examination and approval of auto insurance liability accident cases with the compensation amount within 1 000 yuan (including 1 000 yuan) nationwide, and notify the payment within three working days on the premise that the claims submitted by customers are complete and effective; If the above commitment is not reached, China Ping An will compensate the customer with a penalty interest (daily settlement) of 10 times the current bank interest rate.
Ping An Property & Casualty said that after strict statistics and investigation, in the number of auto insurance cases closed in April this year, the number of cases that met the commitment conditions of "three-day payment" was 236,000, and the total number of overtime cases was 730, with a commitment rate of 99.69%. In May, the number of cases that met the promise conditions of "three-day payment" was 210.8 million, and the total number of overtime cases decreased by 28 1 0 to 449 compared with April, and the commitment achievement rate increased to 99.79%. Ping An Property & Casualty has followed up all the cases that promised to work overtime.
It is also known that during the period of1-May this year, it took 0.59 days (about 14 hours) to close the case of Ping An Auto Insurance within 2,000 yuan, including 0.3 1 day (about 7 hours) in the month of May. Ren Huichuan, Chairman and CEO of China Ping An Property & Casualty Insurance, said that in 2009, the auto insurance claims service in the property insurance business was highly concerned by the company, and Ping An would take the business commitment as an opportunity to promote the improvement of various financial services.
According to industry insiders, the average closing period of domestic auto insurance industry is 80-90 days. However, with the gradual escalation of auto insurance competition from price war to service competition, the limitation of claims in auto insurance industry in various places has obviously accelerated. According to the data of Guangdong Insurance Regulatory Bureau and beijing insurance association, the average closing period of Guangdong and Beijing in 2008 was 45 days and 34 days respectively. According to the data of Zhejiang Insurance Industry Association, in the first quarter of this year, the average claim period of Zhejiang auto insurance industry was 25 days, which was 17 days shorter than last year.
Shenyang Property & Casualty Company recently promised to close the case and pay compensation within three working days for eligible cases with losses below 2,000 yuan. Cases with losses ranging from 2,000 yuan to 5,000 yuan (including 5,000 yuan) shall be closed and paid within five working days.
More than 90% customers or experts in the beneficiary group praised the process and backup platform in place.
"Ping An began to establish a backup center in 2003, which lasted for 6 years. A national centralized underwriting, claims review, risk control and unified reporting and dispatching center has been established. China Ping An adheres to the customer-centered service concept, and has been paying attention to the limitation of claims since 2004. So far, it has carried out the limitation assessment of claims for five years. Years of experience accumulation and an efficient and stable operating platform are important reasons why we dare to show our promises and finally reach them. " For the high success rate, Cao Yang, deputy general manager of the auto insurance claims department of Ping An Property & Casualty Operation Center, hit the nail on the head. He said that 97% of auto insurance cases with claims below 1 10,000 yuan actually happened, and most Ping An auto insurance customers will benefit from it.
At the same time, Li Ruoqu, deputy general manager of the customer service department of Ping An Property & Casualty Operation Center, pointed out that in order to fulfill the promise, Ping An Auto Insurance set up a fast track for small cases at 335 property & casualty counters across the country, and arranged special personnel to handle all auto insurance cases within the promised service scope to ensure the timeliness of closing the case. At the same time, Ping An Auto Insurance strengthens the process management in the whole system, and improves the one-time pass rate and response rate of cases by checking and sorting out the operation processes, rules and habits, and effectively reduces the case return rate.
"Although the pass rate of 100% cannot be guaranteed at present, we have set up a consultation reception post through the 955 12 telephone hotline and the national property insurance counter to receive customers' consultation and complaints about the promised services, and follow up the penalty interest one by one according to the overdue list every day." Li Ruoqu told reporters.
"The high efficiency of auto insurance claims service must be based on scientific service process design and fast backup platform operation. It is precisely because of the service concept of saving customers' time and cost to the maximum extent that Ping An Auto Insurance has continuously surpassed itself after launching this fast claim service promise. The actual settlement time of all components was basically controlled on the day of the report, which greatly exceeded market expectations. "Hao, Dean of the School of Insurance of the Central University of Finance and Economics, made his own interpretation of Ping An Auto Insurance's claim commitment.
The new insurance law will be implemented soon. Hao predicted that "how to focus on the interests of customers, from premium and terms competition to service competition, will be a sign that the auto insurance industry will turn from vicious competition to benign competition. China Ping An's series of measures to improve service quality and service efficiency around auto insurance are the concrete embodiment of' maintaining social and economic order and social public interests' proposed in Article 1 of the new Insurance Law. "