China Life(601628) 齐鲁晚报·2025-04-04 04:18Core Viewpoint - China Life Property & Casualty Insurance Shandong Branch has ranked first in the vehicle insurance claims service quality assessment for the 12th consecutive time, indicating its strong commitment to improving service quality and efficiency in response to public needs [1][2][3]. Group 1: Service Quality and Efficiency - The assessment system consists of 15 projects across three main areas: claims timeliness, case handling, and complaint resolution, reflecting the company's focus on quality and efficiency [1]. - The company achieved a claims payment rate of 99.68% in December 2023, surpassing the industry benchmark by 1.73 percentage points and outperforming lagging industry players by 15.61 percentage points [3]. - The average payment cycle for small claims under mandatory insurance was reduced to 6.79 days, which is 2.35 days shorter than the industry average, while commercial insurance small claims were processed in 11.2 days, 5.36 days faster than the industry [3]. Group 2: Customer-Centric Approach - The company emphasizes a customer-centric approach by engaging with clients to identify pain points in the claims process and improve service delivery [2][4]. - A mechanism for case supervision and follow-up has been established to ensure customer feedback is integrated into service improvements, resulting in only 17 complaints from 400,000 processed claims in 2024 [4]. Group 3: Technological Integration - The company has developed an online claims processing platform that integrates AI and big data, allowing for remote assessments and streamlined claims processing [7]. - The average processing time for claims has been reduced to 1.98 days, with 39% of claims being paid within 24 hours, showcasing significant efficiency improvements [6]. Group 4: Community Engagement and Safety Initiatives - The company actively participates in road safety initiatives, conducting inspections and implementing corrective measures to reduce traffic hazards, which is crucial for enhancing public safety [8][10]. - A total of 200 traffic safety risks were identified and addressed through various measures, contributing to a safer driving environment [8]. Group 5: Support for Vulnerable Populations - The company manages the Shandong Road Rescue Fund, providing essential support for traffic accident victims and ensuring timely medical assistance [11]. - Since January 2024, the fund has disbursed 458 million yuan for medical expenses, assisting over 8,100 individuals and resolving numerous disputes related to traffic accidents [11].