Core Insights - Huize Holding Limited released its 2024 Customer Service Report and "Xiao Ma Claim" Service Annual Review, highlighting its performance in customer service and claims settlement [1][5] Group 1: Customer Service Performance - Huize served over 1.3 million families with more than 12 million insurance policies facilitated in 2024 [2] - The company achieved a customer satisfaction rate of 98.82% for online customer support and 99.51% for teleservices in 2024 [3] - Huize delivered teleservices 310,000 times, totaling 33,000 consultation hours [3] Group 2: Claims Processing - Huize processed 160,800 insurance claims in 2024, a 74.7% increase compared to 2023 [2] - The total amount of claims settled in 2024 was RMB808 million, a 41.7% increase from the previous year [2] - The "Xiao Ma Express Claim" service handled 85,000 claims in 2024, with a total amount of claims settled reaching RMB39.37 million, reflecting increases of 66.6% and 63.4%, respectively, compared to 2023 [2] Group 3: Key Insights from Reports - Medical insurance represented the highest percentage (60.45%) of settlement claim cases, followed by accident insurance (34.02%) [4] - Critical illness insurance claims accounted for 59.77% of the total claim settlement amount [4] - Huize's customized critical illness series products helped 1,096 families claim RMB276 million, accounting for 57% of the total critical illness claims of RMB483 million [4] - The customer service team assisted over 180,000 senior citizens, with a growing proportion purchasing insurance online [4] Group 4: Company Commitment and Future Outlook - The company remains committed to delivering exceptional customer service and protecting customers amid uncertainty [5] - Huize aims to continue innovating and providing customer-first solutions going forward [5]
Huize Served Over 1.3 Million Families, Facilitating More Than 12 Million Insurance Policies in 2024