Core Viewpoint - The company, People's Insurance Company of China (PICC), has implemented extensive service initiatives during the 2026 Spring Festival, focusing on providing efficient and warm support to travelers, regardless of their customer status, thereby enhancing customer experience and satisfaction [1][2][12]. Group 1: Claims Service Efficiency - PICC launched a series of service commitments themed "Fast Claims for the Year of the Horse," emphasizing speed and efficiency in claims processing, including "immediate compensation, immediate advance payment, and immediate connection" [2]. - During the Spring Festival, the company processed over 360,000 quick claims and 145,000 online car insurance cases, with 47,000 cases falling under the "immediate compensation and advance payment" category [2]. - The online claims team, consisting of over 1,000 members, operated without breaks during the holiday to ensure instant response for claims [2]. Group 2: Warmth Stations - Nearly 600 "Warmth Stations" were established nationwide, providing accessible services to travelers, including non-PICC customers, offering a place to rest and various amenities [4]. - These stations served over 57,000 customers during the Spring Festival, with 11,000 being non-PICC clients, and provided over 26,000 consultations and free vehicle maintenance services [4]. Group 3: Support for New Citizens - PICC set up around 400 "New Citizen Care Stations" to support those who remained in the city during the holiday, offering free refreshments, rest areas, and essential supplies [6]. - The company conducted over 2,300 "energy refills" and distributed nearly 1,000 safety packages during the Spring Festival [6]. Group 4: Customer Service and Online Support - The customer service hotline operated continuously during the holiday, achieving a call connection rate of over 99% and a customer satisfaction rate of 99.9% [8]. - The hotline served 1.01 million customers during the Spring Festival, while over 700 physical service centers provided various community services [8]. Group 5: Emergency Response - PICC demonstrated rapid response capabilities during emergencies, activating emergency plans for over 10 incidents, including fires and explosions, with nearly 20 million yuan in advance payments for claims related to these incidents [12]. - The company emphasized its commitment to "people first" and "life first," ensuring timely support and compensation during critical situations [12]. Group 6: Online Engagement - The company engaged in online activities to promote safety and awareness during the holiday, attracting over 160,000 participants through interactive content on social media platforms [10]. - Collaborative live broadcasts on platforms like Douyin reached over 260,000 views, enhancing public awareness of risk prevention [10].
温情守护 服务提速 人保财险“心服务”护航千家万户团圆路