PING AN OF CHINA(SH:601318) Xin Hua Wang·2025-08-12 06:13Core Viewpoint - The company emphasizes a customer-centric approach in upgrading its auto insurance claims service, aiming to enhance customer experience and satisfaction through efficiency, transparency, and professionalism [1][8]. Group 1: Service Upgrade Features - The new claims service system includes five standards: timely updates, visible processes, transparent amounts, professional speed, and unified image [1][8]. - The company utilizes advanced technologies such as artificial intelligence, big data, and cloud computing to streamline the claims process, allowing customers to report incidents and manage claims through the app with ease [2][4]. Group 2: Claims Process Improvements - A dedicated claims manager is assigned to each customer, providing continuous support and tracking the claims process from reporting to vehicle repair completion [2][3]. - The claims progress is now visualized, allowing customers to track the location and status of their claims in real-time via the app [3][4]. Group 3: Timeliness and Predictability - The company has introduced a new definition of claims timeliness, focusing on predictable and manageable timelines for the claims process [4]. - Key commitments include a 5-minute initial contact and a one-day payout for complete documentation, enhancing customer confidence in the claims timeline [4]. Group 4: Transparency in Claims - The company has implemented a transparent claims process, where customers can view detailed breakdowns of claim amounts and have access to a dispute resolution channel for any discrepancies [5][6]. - Customers receive notifications through various platforms regarding their claims status and can confirm details easily [6]. Group 5: Enhanced Repair Services - The company has launched an "Assured Repair" service, which includes quick repair options, transparent progress tracking, and free pick-up and drop-off services for vehicles [7]. - This service is currently being piloted in select cities and is expected to expand to major urban areas [7].