服务故事|从梳理旧案到主动上门 这份保险服务暖到老人心坎里

Core Viewpoint - The proactive service approach of Zhonghe Life Insurance in Shandong Province significantly enhances the insurance experience for elderly clients, demonstrating a commitment to customer care and support [1][4]. Group 1: Proactive Service Implementation - Zhonghe Life Insurance in Shandong Province initiated a proactive service model by reaching out to clients, particularly the elderly, to ensure they receive necessary support and information regarding their insurance claims [1][4]. - The company identified a case involving a client, Ms. Liu, who had submitted a claim for a critical illness but did not meet the initial payout criteria. The claims team communicated with her to clarify the situation and provide assistance [2][3]. Group 2: Case Study of Client Support - In May 2025, the claims team discovered that Ms. Liu had not followed up on her claim. They contacted her family to assess her current health status and found that she likely met the criteria for a payout due to her ongoing health issues [2][3]. - To facilitate the claims process, the company arranged for claims personnel to travel over 200 kilometers to assist Ms. Liu in completing her claim documentation, showcasing their commitment to customer service [3]. Group 3: Claims Resolution and Customer Impact - Following the home visit, the claims team processed Ms. Liu's claim, which resulted in a payout of 12,000 yuan within two hours of submission, reflecting the company's adherence to contractual obligations and customer trust [3]. - The company emphasizes that every claim, regardless of the amount, is a testament to their commitment to customer care and the importance of recognizing and valuing their clients [3]. Group 4: Future Service Enhancements - Zhonghe Life Insurance plans to continue optimizing its service offerings, focusing on providing a warm and accessible insurance experience for elderly clients, particularly in bridging the digital divide [4].