Jin Rong Jie·2026-02-12 02:29Core Insights - The insurance industry is transitioning from rapid growth to a focus on high-quality development, with claims service capabilities becoming a key measure of core competitiveness and brand strength [1] - China Life Insurance Company (stock code: 601628.SH, 2628.HK) is leading the life insurance sector, showcasing its claims data as a reflection of service quality and industry trends [1] Claims Data Overview - China Life's claims data during the 14th Five-Year Plan period shows significant growth, with the number of claims rising from 37 million in 2021 to 62.24 million by 2025, and claim amounts increasing from 81.9 billion yuan to 100.4 billion yuan [2] - Cumulatively, the company processed 240 million claims, amounting to 419.52 billion yuan, averaging about 2.3 billion yuan in claims per day [2] Customer Experience and Service Quality - The company's commitment to customer-centric service is evident in its "simple, quality, warm" service philosophy, which is reflected in numerous real-life claims cases [2][3] - Specific examples include rapid claims processing for clients facing urgent medical needs, demonstrating the company's ability to provide timely support [2] Targeted Service for Different Demographics - China Life has developed a multi-dimensional claims service network that tailors its offerings to different customer groups, including the elderly, women, and new urban residents [4][5] - For the elderly, services such as "Respect for the Elderly Mode" and dedicated support have been implemented, resulting in over 151.7 million service instances and claims exceeding 11.3 billion yuan by 2025 [5] Medical Insurance Claims - Medical insurance claims have seen a significant increase, with the proportion of medical claims reaching 60.6% and payouts exceeding 60 billion yuan by 2025 [6] - The company has focused on improving claims processing speed for critical illness insurance, which constitutes nearly 18% of total claims payouts [6] Technological Innovation in Claims Processing - Technological innovation is crucial for China Life, with digital transformation enhancing service quality and efficiency [7] - The introduction of electronic invoice claims and direct claims processing has streamlined operations, with electronic claims reaching 9.69 million cases and 9.75 billion yuan in payouts by 2025 [8] Proactive Customer Support - The company has introduced initiatives like "claims prepayment" to alleviate financial pressure on clients during medical treatment, achieving nearly 500 million yuan in payouts in its first year [9] - The "one-day critical illness claim" service has expanded significantly, covering over 234,000 clients and exceeding 10.6 billion yuan in payouts by 2025 [9] Overall Service Capability Enhancement - The comprehensive upgrade of service capabilities positions China Life for continued growth and success in the insurance industry, laying a strong foundation for future developments [10]