Xin Lang Cai Jing·2025-04-14 02:37Core Viewpoint - The insurance industry plays a crucial role in social risk management, focusing on safeguarding people's livelihoods and supporting economic development. China Life Shandong Branch emphasizes a people-centered development philosophy and strives to provide comprehensive and convenient services through technological innovations [1]. Service Network and Customer Experience - The service network of Tai'an China Life is built on a comprehensive service channel model, with 356,772 registered users on the online life insurance APP and six offline service outlets across the city as of December 31, 2024 [2]. - The 95519 customer service hotline operates 24/7, complemented by 13 service channels including online platforms, smart customer service, and physical outlets, ensuring customers can access services anytime [3]. Online Services and Customer Satisfaction - Tai'an China Life offers a one-stop online service for policy management, claims, and health management, with an average of 55,300 monthly users and 414,500 service interactions in 2024, maintaining high customer satisfaction ratings [4]. - The company has achieved national-level mobile internet application security certification for its APP, ensuring high standards for customer data and fund security [4]. Digital and Intelligent Services - The new "Smart Operation" model enhances service quality through multi-touchpoint collaboration via the life insurance APP, promoting "no-run" service options and optimizing online insurance application processes [5]. - Features like remote recording for policy underwriting and self-service kiosks are introduced to facilitate customer interactions and meet diverse service needs [5]. Claims Service and Efficiency - In 2024, Tai'an China Life processed 85,360 claims with an average processing time of 0.541 days and a claim approval rate of 99.60%, positioning it among the industry leaders [6]. - The company focuses on providing quick and warm claims services, utilizing technology to enhance customer experience and service efficiency [6]. Elderly and Disabled Services - Tai'an China Life offers tailored services for elderly clients, including a dedicated hotline and an accessible APP interface, ensuring ease of use for older customers [6][7]. - The company has established a supportive environment for disabled individuals, providing necessary facilities and home service options to enhance accessibility [7]. Value-Added Services - The company expands its offerings in health, elderly care, and cultural education through various community events and programs, aiming to create a comprehensive elderly care service system [8]. Consumer Rights and Protection - Tai'an China Life prioritizes consumer rights protection, integrating it into governance and management practices, and actively addressing customer concerns [9][10]. - The company is committed to enhancing service quality and expanding service channels to provide warmth and convenience to consumers [10].