来源：中国保险行业协会 近日，中国保险行业协会消费者权益保护专业委员会常务委员工作会议在京顺利召开。中国保险行业协 会党委委员、副秘书长马晓伟出席会议并作指导讲话，专委会主任委员单位泰康集团代表、管委会成员 董燕作专委会2025年度工作报告，金融监管总局金融消保局制度处处长、一级调研员石晓乐出席会议并 提出指导意见。人保集团、国寿集团、太保集团、阳光集团等30家常务委员单位代表参加本次会议。 与会代表围绕保险产品适当性管理、黑灰产治理、服务优化等行业核心议题深入研讨，提出务实建议。 会议指出，当前保险消费场景不断丰富，消费者需求日趋多元化，对行业消保工作提出更高要求。下一 步，专委会将进一步优化工作机制，强化平台纽带作用，推动构建"监管引领、协会统筹、机构落实、 社会监督"的消保工作体系。 责任编辑：曹睿潼 来源：中国保险行业协会 近日，中国保险行业协会消费者权益保护专业委员会常务委员工作会议在京顺利召开。中国保险行业协 会党委委员、副秘书长马晓伟出席会议并作指导讲话，专委会主任委员单位泰康集团代表、管委会成员 董燕作专委会2025年度工作报告，金融监管总局金融消保局制度处处长、一级调研员石晓乐出席会议并 提 ...

Core Viewpoint - Ant Insurance has demonstrated significant advancements in health insurance claims processing, showcasing the effectiveness of its "Anxin Pei" service in enhancing user experience and resolving disputes [1][3][7]. Group 1: Claims Data - In 2024, Ant Insurance's platform facilitated health insurance claims totaling 9.2 billion yuan, serving 7.25 million claimants [1]. - The average claim amount for critical illness insurance on the platform was 77,920 yuan, with the highest single payout reaching 1.6 million yuan [1]. - The average claim amount for hospitalization medical insurance was 6,586 yuan, primarily due to conditions like breast cancer, lung cancer, and pneumonia [1]. Group 2: Anxin Pei Service - The "Anxin Pei" service has been upgraded since 2022, covering 85 products from 11 insurance companies, providing comprehensive support throughout the claims process [3][4]. - The service includes AI interpretation of claims conclusions, one-on-one expert assistance, and mediation by trained personnel, enhancing communication between users and insurance companies [3][4]. Group 3: Dispute Resolution - In 2024, 162,000 health insurance claim users utilized the AI interpretation service, achieving a self-resolution rate of 96% [4]. - For complex claims disputes, the Ant Mediation Studio successfully mediated 955 cases, assisting users in recovering 4.97 million yuan [2][4]. - The mediation process has a high resolution rate, with over 98% of disputes resolved through AI interpretation and expert assistance, leaving less than 2% of cases requiring mediation [8]. Group 4: Industry Impact - The introduction of a neutral third-party platform like Ant Insurance enhances communication between insurers and users, providing a new model for resolving claims disputes [7][8]. - The focus on improving claims services aligns with the industry's goal of protecting consumer rights and enhancing user satisfaction [7][8].