中宏保险发布2025年理赔服务年报：理赔服务再升级 客户守护更贴心

Core Insights - The core message of the report is that Zhonghong Insurance has significantly improved its claims service through digital empowerment and process optimization, aiming to enhance customer satisfaction and service experience in 2025 [1] Claims Performance - In 2025, Zhonghong Insurance processed a total of 176,000 individual and group insurance claims, with total payouts reaching 880 million yuan [1] - Since its establishment in 1996, the company has handled a cumulative total of 2.946 million claims, with total payouts amounting to 7.1 billion yuan [1] - Individual insurance claims in 2025 amounted to 770 million yuan, representing a year-on-year increase of 19.3%, with 62,516 claims processed [1] - The average claim settlement time was only 0.19 days, with the fastest claim payment completed in just 1 minute [1] - Online claims usage reached a new high of 97.2%, an increase of 5.6% from the previous year, indicating successful digital transformation efforts [1] Medical Claims Insights - Medical claims accounted for over 90% of total claims, with 47,859 medical claims processed in 2025, totaling approximately 116 million yuan [2] - The leading cause of medical claims across all age groups was "accidental injuries," with specific health issues varying by age group [2] - Critical illness claims represented over 60% of total payout amounts, with payouts of approximately 468 million yuan in 2025, and an average payout exceeding 180,000 yuan per claim [2] Demographic Analysis - Female claimants had a significantly higher volume of critical illness claims compared to males, particularly in breast cancer and cervical cancer cases, while males faced more digestive system diseases [3] - The majority of critical illness claims were concentrated in the 41-60 age group, followed by the 18-40 age group [3] Service Quality and Customer Feedback - The net promoter score for claims service remained high in 2025, with 87% of respondents rating their claims experience 9-10 out of 10 due to the speed of claims processing [4] - 39% of respondents rated the simplicity of the claims process 9-10 out of 10, an increase of 18% from 2024 [4] - The company has completed over 2.946 million claims over its 30-year history, maintaining a commitment to customer-centric service [4]