持续打造“暖心赔”服务体系 湖南人保寿险以专业与温度守护三湘百姓

Core Viewpoint - The article emphasizes the importance of the "Warm Compensation" claims service system developed by Hunan People's Insurance Company, which aims to provide a warm and reassuring experience for customers during difficult times through enhanced claims services [2][3]. Group 1: Service System Overview - The "Warm Compensation" claims service system is an upgrade of existing claims services, focusing on customer-centric principles, compliance, honesty, and efficiency [3]. - The service matrix is structured around "1+N," where "1" represents a dedicated claims professional providing one-on-one guidance, and "N" includes various specialized services tailored to meet customer needs in different scenarios [4]. Group 2: Specialized Services - Specialized services include "Same-Day Small Claims," "One-Day Death and Critical Illness Compensation," "Critical Illness Pre-Payment," and "Emergency Disaster Claims," which aim to provide timely and efficient support to customers [4]. - The transition from standardized responses to scenario-based care signifies a commitment to addressing specific customer needs during critical moments [4]. Group 3: Technological Empowerment - The company is enhancing its online service platform, offering features such as video inspections, online document uploads, electronic signature capabilities, and real-time claims progress tracking [5]. - As of November 2025, the company achieved a one-day review completion rate of 98.36% for personal business claims, with an average claims processing time reduced to 1.09 days and an online processing rate of 98.09% [5]. Group 4: Elderly Care Initiatives - The company focuses on providing inclusive financial services, particularly for the elderly and those with mobility challenges, by implementing a service model that combines online optimization with offline support [6][7]. - The establishment of 86 elderly-friendly service points and the provision of necessary facilities demonstrate the company's commitment to bridging the "digital divide" and ensuring that technological advancements serve human needs [6][7].