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四年关闭超一万家!数字化浪潮下,保险线下网点迎来“关门潮”
Hua Xia Shi Bao·2025-09-01 15:23

Core Viewpoint - The insurance industry is undergoing significant transformation driven by cost pressures and digitalization, leading to a substantial reduction in branch offices and a shift towards more efficient operations [2][3][4]. Group 1: Industry Changes - A total of 2,153 branch offices and service departments have been closed this year, with only 254 new ones established, resulting in a net decrease of 1,899 offices [2]. - Since 2020, over 10,000 branch offices have been shut down, reflecting a shift from extensive expansion to lean operations [2]. - The trend of closing branches is a response to the industry's transition towards professionalization and specialization, as mandated by regulatory policies [3][4]. Group 2: Digitalization Impact - The migration of customer behavior towards online platforms has accelerated, with self-service insurance purchases and online customer service becoming the norm [3][5]. - Digital operations have significantly reduced management costs and improved service efficiency through centralized and refined management [3][5]. - The online purchase rate of insurance has risen to 78%, while offline purchases have dropped to 79%, indicating a shift in consumer preferences, especially among younger demographics [5][7]. Group 3: Challenges and Solutions - The closure of physical branches poses challenges for service accessibility, particularly for elderly customers and those with lower digital literacy [4][5]. - To maintain service quality, a multi-channel approach combining online and offline services is recommended, ensuring that vulnerable groups are not left behind [4][5]. - Companies are encouraged to retain essential offline service points and collaborate with trusted community organizations to provide necessary support [4][5]. Group 4: Future Outlook - The insurance industry is moving towards a model where offline branches will serve as functional hubs for complex product sales and high-end services, while online platforms will handle standardized operations [9]. - The focus is shifting from quantity to quality in branch presence, emphasizing the importance of integrating into local markets and meeting customer needs [8][9]. - The balance between efficiency and customer experience will be crucial for the future competitiveness of insurance companies [9].