Core Insights - Huize (HUIZ.US) has released its 2025 service report and annual customer service report, highlighting significant growth in insurance services provided to over 1.45 million families and 8.5 million policies, with claims assistance amounting to 739 million yuan [1][3]. Group 1: Insurance Claims and Trends - Medical insurance claims accounted for 51.70% of total claims, remaining the primary insurance need for users, while accident insurance claims saw an 18.56% year-on-year increase, indicating a growing awareness of small accident claims among users [3][4]. - The number of critical illness claims for minors aged 0-17 surged by 235.7% compared to the previous year, reflecting increased parental focus on health protection for children [3][4]. Group 2: Service Innovations and Technology - Huize has integrated the DeepSeek model into its platform, enhancing service experiences through AI-driven customer support, achieving a 99.09% intent recognition accuracy and an average response time of 9.68 seconds [8]. - The company has implemented a comprehensive electronic service system, achieving a 99.87% electronic contract coverage rate and facilitating 389,600 policy changes in 2025 [10]. Group 3: Dispute Resolution and Customer Support - Huize handled 322 dispute cases in 2025, successfully maintaining customer rights with a total of 9.26 million yuan in claims, highlighting the importance of professional service in resolving disputes [11][12]. - The company launched a live broadcast series to educate customers on claims processes, which has garnered over 100,000 views, enhancing transparency in the claims process [12]. Group 4: Industry Recognition and Future Outlook - Huize's service model has received multiple industry awards, including recognition from the China Financial Media for its innovative service practices, establishing it as a benchmark in the insurance sector [12][13]. - The company aims to continue optimizing its service system, combining technology and personalized service to ensure comprehensive protection for families [17].