Jin Rong Jie·2026-02-06 08:00Core Insights - The article highlights the significant transformation in China Life Insurance's claims service, emphasizing the "invisible" claims process that enhances customer experience and efficiency [2][3][10] Group 1: Claims Service Transformation - In 2025, China Life Insurance processed over 62.24 million claims, a 7% increase year-on-year, with total claims amounting to over 100.4 billion yuan, reflecting a 10% growth [2] - The company has reduced the need for paper documentation in 80% of claims, with over 75% of claims settled within one hour, marking a shift from "procedural compensation" to "systematic protection" [2][4] - The "invisible" claims service is supported by advanced technology, including an AI claims assistant that enables a fully automated claims process, achieving a speed increase of over 90% compared to traditional methods [3][4] Group 2: Customer Experience and Accessibility - The "Five Exemptions" service model—exempting customers from reporting, application, documentation, in-person visits, and waiting—has become standard for medical insurance claims, benefiting over 8.17 million customers with claims exceeding 4.3 billion yuan in 2025 [4][9] - The "one-day claims" service for critical illnesses has been crucial for patients, with 234,000 customers benefiting and claims exceeding 10.6 billion yuan, emphasizing the importance of timely financial support for urgent medical needs [6][7] Group 3: Social Responsibility and Inclusivity - China Life Insurance has implemented "door-to-door" services for elderly and disabled clients, ensuring that those in remote areas receive assistance, with over 1.5 million elderly clients served and claims exceeding 11.3 billion yuan [9] - The company balances digital efficiency with personal care, providing hands-on support to vulnerable groups, demonstrating a commitment to social responsibility and inclusivity in its service delivery [8][10]