赔付件数超6200万件！中国人寿2025年寿险理赔服务报告重磅发布

Core Insights - China Life Insurance Company reported a total of over 62.24 million claims and over 100.4 billion yuan in claims payments for 2025, marking a year-on-year increase of 7% and 10% respectively [2][3] Group 1: Claims Performance - The total number of claims reached over 62.24 million, with a total payout exceeding 100.4 billion yuan, indicating strong performance in the insurance sector [2] - Health insurance claims accounted for over 78.8 billion yuan, with the distribution of claims across categories being 18.7% for death, 60.6% for medical, 17.9% for critical illness, and 2.8% for disability [2][3] Group 2: Service Innovations - The company has implemented a paperless claims process, reducing the need for paper documentation by over 51.21 million cases, which is more than 80% of total claims [2] - Over 75% of claims can be processed within one hour once all necessary documents are submitted, enhancing customer convenience [2] Group 3: Community Support - China Life served over 4.54 million rural residents with claims amounting to over 15.8 billion yuan, contributing to poverty alleviation efforts [3] - The company provided services to over 15.17 million elderly clients, with claims exceeding 11.3 billion yuan, demonstrating a commitment to supporting vulnerable populations [3] Group 4: Technological Advancements - The company has integrated technology into its claims process, utilizing internet, big data, and artificial intelligence to enhance efficiency and customer experience [4] - A new "one-stop settlement" service allows for claims to be processed immediately upon discharge from hospitals, serving over 5.3 million clients with nearly 1.6 billion yuan in claims [4] Group 5: Critical Illness Support - A "one-day claim" green channel was established for critical illness clients, processing claims for eligible cases on the same day, serving 234,000 clients with claims exceeding 10.6 billion yuan [5] - The "Kangning series" insurance products have become popular among clients, providing extensive health coverage [5] Group 6: Future Outlook - The company aims to deepen its integration into the multi-tiered national medical security system, focusing on providing diverse and intelligent services to ensure comprehensive protection for policyholders [6]