水滴保2025服务年报：件均理赔结案耗时提升16.49% 最快仅1分36秒

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][5][19] Group 1: Product Innovation and Offerings - In 2025, Waterdrop Insurance launched a total of 242 customized insurance products, including 57 products that do not require health declarations [5] - The company is focusing on specific demographic groups such as those with pre-existing conditions, the elderly, and maternal and infant populations, addressing their unique insurance needs [5] - The claims for insurance products catering to individuals with pre-existing conditions reached 55.9852 million, marking a year-on-year increase of 46.83% [5] Group 2: AI Integration and Efficiency - The application of AI technology has significantly improved service efficiency, with claims settlement time reduced by 16.49%, achieving the fastest settlement in just 1 minute and 36 seconds [1][8] - AI customer service assistant "Bao Xiaohui" provides real-time responses with an average voice reply time of only 1.5 seconds, ensuring 24/7 availability [8][12] - AI employee "Bang Bang" has enhanced the claims process, achieving an average review time reduction of 22.66%, with the shortest review time being just 7.5 seconds [8][14] Group 3: Risk Management and User Protection - Waterdrop Insurance employs AI risk control models to proactively prevent risks, including intercepting illegal activities related to insurance [15] - The company has collaborated with law enforcement to address financial crime cases, demonstrating its commitment to safeguarding user funds and information [15] Group 4: Customer Service and Satisfaction - The online broker team has been upgraded to provide a more professional and user-centered service ecosystem, achieving a customer satisfaction rate of over 95% [17] - The "Bang Bang Claims" 1-on-1 service assisted 94,079 users, representing a year-on-year growth of 394.68%, securing a total of 4.9693 million in reasonable claims for users [17] - A case example illustrates the effectiveness of professional service in resolving claims disputes, where a user was awarded 16,000 yuan after a successful appeal [17]