Qi Lu Wan Bao·2025-09-26 07:43Core Viewpoint - The digital transformation of China Life Insurance Company is essential for future success, focusing on creating a unique digital moat and enhancing customer-centric services through an integrated online and offline EAC model [1][2][3] Group 1: Digital Transformation Strategy - China Life is leveraging technology as a primary driver for transformation, establishing a "big backend + small frontend" technology layout to enhance service experiences [2][3] - The company has developed a digital platform that includes a life insurance app, WeChat for business, and mini-programs, achieving over 160 million registered users and more than 11 million monthly active users [2][3] Group 2: Service Efficiency and Customer Experience - By integrating AI capabilities, China Life has significantly reduced customer wait times and service costs, enhancing service quality and brand image [3][4] - The introduction of an "air customer service" O2O model has created a fast track for customers needing in-person services, with an expected 1.8 million customers served by 2024 [3][4] Group 3: Claims Processing Innovations - China Life has implemented an intelligent claims system using AI models, achieving over 17 million smart claim reviews in 2024, with an automation rate exceeding 70% [4][5] - The company has pioneered a direct compensation service for outpatient emergency care, drastically reducing claim processing times [4][5] Group 4: Technological Infrastructure and Future Plans - China Life is committed to enhancing its digital capabilities, focusing on cloud-native, big data, and digital R&D to support its operations [6][7] - The company has established a leading hybrid cloud infrastructure and is integrating various intelligent applications across core business areas, including sales, customer service, and risk control [7][8] Group 5: Commitment to Customer-Centric Financial Services - China Life aims to address diverse insurance needs through technology, embodying the principle of "finance for the people" and striving to create a new chapter in digital finance [8]