Sou Hu Cai Jing·2025-10-14 06:30Core Insights - The article emphasizes the digital transformation of China Life Insurance Company, highlighting its strategic initiatives to create a unique digital moat and enhance customer-centric services through an integrated online and offline EAC model [1][2]. Digital Transformation Strategy - China Life is leveraging technology as a primary driver for transformation, establishing a robust data foundation and digital platform characterized by a "large backend + small frontend" approach [2]. - The company has developed a multi-dimensional online platform, including 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]. Service Efficiency and Customer Experience - The integration of AI-driven solutions has significantly reduced customer wait times and service costs, enhancing service quality and brand image [3]. - The introduction of the "Smart Partner" AI assistant has improved service efficiency and accuracy in customer interactions, while the "Air Customer Service" O2O model has streamlined in-person service processes [3][4]. Claims Processing Innovations - China Life has implemented advanced technologies to enhance claims processing efficiency, achieving over 17 million intelligent claims reviews in 2024, with an automation rate exceeding 70% [4][5]. - The company has pioneered a real-time claims settlement service that integrates medical insurance and commercial insurance, drastically reducing claim processing times [4][6]. Future Digital Initiatives - The company plans to strengthen its digital capabilities further, focusing on technology empowerment and application across various operational areas [7]. - China Life is actively developing a comprehensive digital ecosystem that includes healthcare and retirement services within its app, aiming for a one-stop service model [8].