水滴保2025服务年报：AI驱动“三好服务”升级，上线242款定制产品

Core Insights - Waterdrop Insurance has released its 2025 annual service report, highlighting its focus on inclusive product innovation and the integration of AI technology to enhance its service system [1][15] Product Innovation - In 2025, Waterdrop Insurance launched a total of 242 customized insurance products, including 57 products that do not require health declarations [3][4] - The company is particularly focused on the needs of specific demographics such as those with pre-existing conditions, the elderly, and maternal and infant groups [3] - The average claim amount for the elderly demographic has surpassed 10,000 yuan, reaching 11,265.13 yuan, with 221 elderly-friendly products launched [4] Claims Assistance - Waterdrop Insurance assisted users in completing 66,344 claims, with a total claim amount of 394 million yuan [1] - The claims for users with pre-existing conditions amounted to 55.9852 million yuan, representing a year-on-year increase of 46.83% [4] AI Integration - The application of AI technology has significantly improved service efficiency, with a 16.49% increase in claims processing speed, and the fastest claim resolution time recorded at just 1 minute and 36 seconds [1] - AI customer service, "Bao Xiaohui," provides real-time assistance with an average response time of 1.5 seconds, available 24/7 [5] - AI-driven risk control models have been implemented to proactively prevent illegal activities, enhancing user safety [8][10] Consumer Protection - Waterdrop Insurance has taken active measures to combat insurance fraud, successfully collaborating with law enforcement to dismantle illegal operations [9][10] - The company has established a user-platform-insurer collaborative mechanism to ensure early detection and resolution of risks [10] Professional Services - The company has upgraded its online brokerage team to provide a more professional and user-centered service ecosystem, maintaining a customer satisfaction rate of over 95% [12] - The "Help Help Claim" 1V1 claims hotline served 94,079 users in 2025, a 394.68% increase year-on-year, securing 4.9693 million yuan in reasonable claims for users [12] Future Outlook - Waterdrop Insurance aims to continue enhancing its service efficiency and broadening its coverage through the integration of AI and inclusive product innovation [15]