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蚂蚁保首次发布年度消保工作报告：“AI+人工”模式创新 全面守护消费者权益
Zheng Quan Ri Bao Wang·2025-09-25 08:56

Core Viewpoint - Ant Insurance has integrated AI technology into its consumer protection efforts, creating a comprehensive "big consumer protection" framework that enhances the efficiency and effectiveness of its services [1][4]. Group 1: AI Integration in Consumer Protection - Ant Insurance has launched AI applications such as the intelligent insurance advisor "Ant Xiaobao," AI-assisted underwriting, and AI self-service interpretation, which collectively addressed over 20,000 insurance inquiries during the beta phase [1][2]. - The AI-assisted underwriting system helps users understand their health status in relation to insurance eligibility, issuing 140 million reminders for reading health disclosures in 2024 [2]. - The platform also proactively alerts users about potential duplicate insurance purchases, sending out 3.12 million reminders in 2024 [2]. Group 2: Claims Processing and Customer Support - Ant Insurance has partnered with over ten insurance companies to establish a high-quality claims service called "Anxin Pei," which processed claims amounting to 9.2 billion yuan with 7.25 million claims in the health insurance sector in 2024 [2][3]. - The company has initiated a "quick claim" pilot program, achieving instant claim review for 81% of outpatient claims and 50% of inpatient claims through Sunshine Property Insurance [3]. Group 3: Dispute Resolution Mechanism - Ant Insurance has developed a multi-faceted dispute resolution system combining AI self-service interpretation and human claims experts, achieving a 99% resolution rate for disputes in 2024 [4]. - The AI self-service interpretation provided claim conclusion explanations to 2.21 million users, with a 96% self-resolution rate for user inquiries [4]. Group 4: Consumer Education Initiatives - Ant Insurance is actively promoting insurance literacy, particularly targeting vulnerable groups such as the elderly and new citizens, with a comprehensive educational framework that reached nearly 20 million users in 2024 [5][6].