众安保险2025年理赔服务年报发布 AI赋能提升理赔体验

Core Insights - ZhongAn Online P&C Insurance Co., Ltd. reported a total claim payout of 17.9 billion yuan in 2025, processing an average of 2.9 million claims daily, while enhancing service experience and expanding coverage boundaries [1][2] Group 1: Claims Processing and Technology Integration - In 2025, the company integrated artificial intelligence (AI) throughout the claims process, achieving significant improvements in service efficiency and user experience [1] - Over 90% of health insurance users were able to submit claims with only one submission of materials, and more than 45% of claims were automatically reviewed and settled, with the fastest settlement time being just 15 seconds [1] - The "ZhongAn Car Insurance" mini-program increased the proportion of online self-reported claims to 88.2%, with innovative services like NFC emergency assistance and video claims processing reducing claim times to as fast as 13.3 minutes for amounts under 10,000 yuan [1] Group 2: AI Empowerment in Diverse Insurance Areas - Beyond health insurance, AI technology was applied to pet insurance and accident insurance, achieving over 10,000 automated case processes monthly with a precision identification rate of 98% [2] - In fraud prevention, the company utilized AI to integrate image recognition, voice analysis, and intelligent review technologies, successfully identifying and combating fraudulent groups, resulting in the arrest of 24 suspects [2] Group 3: Social Responsibility and Support for Small Enterprises - The company supported low-carbon development with 50,000 claims in green insurance, providing 233 million yuan in payouts, and conducted dynamic environmental risk assessments using AI [2] - For small and micro enterprises, the company processed 17.88 million claims, totaling 421 million yuan in payouts, thereby stabilizing their operations [2] - In response to major natural disasters, ZhongAn activated emergency mechanisms over 100 times, promptly paying out 36.98 million yuan through AI-driven property insurance assessments [2] Group 4: Future Outlook - Looking ahead to 2026, the company aims to continue leveraging technology to enhance insurance services, focusing on proactive risk management and creating social value [3]