Huan Qiu Wang·2025-12-08 11:59Core Viewpoint - China Life Insurance is pioneering a digital transformation in the insurance industry through its "Guoshou Plan," which emphasizes a combination of warmth and efficiency in service delivery [1][21]. Digital Infrastructure - The company has established a comprehensive digital infrastructure encompassing "cloud-network-end" to extend insurance services from physical locations to a digital realm [2][20]. - China Life's digital platform is likened to an "aerial city" that connects millions of users, enhancing the insurance service lifecycle from post-claim compensation to proactive prevention and real-time service [1][18]. Technological Layout - The strategic layout of "big backend + small frontend" supports a robust digital foundation for serving hundreds of millions of customers [7][11]. - The "big backend" focuses on information processing, utilizing a hybrid cloud system that integrates private and public cloud resources to enhance data efficiency and reduce costs [7][12]. - The "small frontend" facilitates convenient services through digital platforms, enabling seamless online communication and service delivery between the company and its clients [8][10]. Customer-Centric Approach - China Life emphasizes a customer-centric model, integrating online and offline services to create a seamless experience for clients [16][17]. - The company has developed a comprehensive digital service ecosystem that allows for real-time claims processing and enhanced service delivery, significantly reducing claim times to as low as 0.34 days [18][19]. Innovation and Flexibility - The company employs a flexible organizational structure that encourages innovation and rapid response to market needs, utilizing a product responsibility system to empower teams [11][12]. - By leveraging data management and artificial intelligence, China Life aims to enhance service quality and operational efficiency, ensuring that technology serves as a bridge to broader accessibility [12][21]. Strategic Vision - The digital transformation is not merely a technological upgrade but a holistic reconfiguration of the service ecosystem, driven by a commitment to customer needs and societal benefits [21][20]. - China Life's approach serves as a replicable model for the insurance industry, demonstrating how strategic foresight, innovation, and data-driven practices can lead to high-quality development in the digital finance era [21].