南方财经全媒体记者 林汉垚 在政策引导、市场驱动与技术变革的多重因素推动下，中国保险业数字化转型正步入加速道，深刻重塑 服务模式与核心流程。 不仅监管政策在指引保险业进行数字化转型升级，市场需求也在实实在在地推动保险业加速转型。 过去十年，保险行业经历了从"规模驱动"到"客户导向"的深刻转变。而随着移动互联网与AI技术的发 展，客户需求的线上化、场景化、个性化趋势愈发显著。保险业已从单纯的产品竞争转向服务与体验的 较量，在信息透明化、选择多样化的今天，客户拥有前所未有的选择主动权。 以客户为中心进行体验升级，已成为保险机构构建核心竞争力的关键路径。腾讯云副总裁胡利明指出， 传统核心系统在灵活性、响应速度、数据治理等方面的短板日益凸显。与此同时，监管对数据安全、系 统自主可控的要求不断提升，行业亟需通过技术底座的重构实现"提质、降本、增效"的均衡发展。 记者在调研中了解到，中国人寿保险股份有限公司（以下简称"中国人寿"）早已依托科技手段，建立线 上线下多触点服务格局。该公司推出的互联网服务平台"中国人寿寿险"APP共计可为客户提供160项服 务功能。截至目前，"中国人寿寿险"APP注册用户1.6亿人，月活用户突 ...

Core Viewpoint - China Life Insurance is leveraging digital finance to enhance customer experience and operational efficiency through innovative services like the quick claim service that eliminates the need for traditional claims processes [2][4]. Group 1: Digital Transformation - The company has established a digital operation control center that provides real-time data on sales, compliance, and service metrics, showcasing its commitment to digital transformation [4]. - China Life's insurance app has 160 service functions and 1.6 billion registered users, with over 11 million monthly active users, indicating a strong digital engagement [4][5]. - The company has integrated technology across all business processes, including sales, operations, risk control, and finance, achieving significant improvements in customer experience and operational efficiency [5]. Group 2: Technological Infrastructure - China Life's digital infrastructure is built on a "large backend + small frontend" model, allowing for efficient system integration and rapid deployment of applications [7][8]. - The company has adopted a cloud computing strategy, utilizing a hybrid cloud model to enhance data management and reduce costs [8]. - The implementation of the new insurance contract standards (IFRS17) has been automated, with China Life handling a data volume that is estimated to be equivalent to half of the total policies of the top seven life insurance companies combined [9]. Group 3: Open and Intelligent Development - The company emphasizes a focus on data rather than just technology, aiming to create value through open collaboration and innovation [11]. - China Life is advancing its research and development capabilities by integrating artificial intelligence into its software development processes, achieving approximately 30% code generation assistance [11]. - The company is exploring new business models by leveraging cross-industry experiences and creating a customer-centric service ecosystem that integrates online and offline channels [11][12].

数字化重塑业务价值链 在中国人寿北京数据中心的数字化运营总控中心（ECC），通过一块电子屏幕，可以看到该公司实时经 营情况。这块大屏上，不但有销售板块的实时数据，还同时显示业务合规监测、服务调用量、应急响应 等情况。 "嘀！"随着医保卡划过读卡器轻响，上海市民王女士的就诊票据结算界面，随即跳出中国人寿赔付金额 已实时到账的消息。 无需理赔就可以获得保险赔付，王女士享受的是中国人寿医保商保融合快赔服务。这一服务模式，为客 户带来"免报案+免交费+免资料"、院端收费即可秒级全流程无人工理赔结案的体验。这是中国人寿近 年践行数字金融的一个成果。 日前，证券时报记者走进中国人寿位于北京的科技园，见证寿险"头雁"的科技硬实力，近距离观察数字 金融的国寿样本。这家老牌大型保险机构，正在书写一个践行金融工作的政治性、人民性，重视科技但 不唯技术论，以数字化平台为支撑，敏捷响应市场与客户需求的数字金融新篇章。 对于有数亿客户、超7万亿元资产的中国人寿来说，如何做到"快"？在总量大的同时，不同分公司的体 量差距又极大，如何搭建支持系统？中国人寿有两大法宝：一是"大后台+小前端"的科技布局；二是"众 智、敏捷、迭代"的组织行动准 ...

来源：环球网 在北京稻香湖的科技园区，有一座隐形的"科技之城"正在崛起。 这里没有鳞次栉比的摩天大楼，却藏着支撑一家大型金融保险机构全国数亿客户保险需求的"数字心 脏"；这里听不到车水马龙的喧嚣，却时刻上演着数据奔流、智能决策的科技交响曲……以"六个必须坚 持"为指导，在多年实践中构建起涵盖"云-网-端"的数字化基础设施，将保险服务从"物理网点"延伸 至"云端之城"，中国人寿保险股份有限公司（以下简称"中国人寿"）正在尝试重新定义金融服务的"时 空边界"。 近年来，中国人寿加快数字国寿建设，推进高质量发展，并以此为根本遵循，坚守保险保障本源，将科 技作为第一生产力，助推公司转型变革；聚焦客户服务痛点，用技术开出"对症药方"；深耕数据价值创 造，构建全链条、全场景的数字化生态。 数字化不是技术堆砌，而是用"绣花功夫"解码人民对美好生活的向往。中国人寿致力于将这种理念贯穿 于每一个技术决策，让科技之城拥有超越钢筋水泥的精神内核。 前瞻规划——"大后台+小前端"的科技布局 早在2012年，中国人寿就与清华大学合作研究，总结了信息化"处理、传递、交付"的三个本原特征，并 以此为遵循，一步步探索数字国寿的建设发展之路。 ...

Core Viewpoint - China Life Insurance is transforming its operations through a comprehensive digital infrastructure that redefines financial services, focusing on customer needs and leveraging technology as a primary driver for change [1][10]. Group 1: Digital Infrastructure Development - China Life has established a "cloud-network-end" digital infrastructure, extending insurance services from physical locations to a digital ecosystem [1]. - The company has built a secure, green, and resilient hybrid cloud, enhancing data processing efficiency and enabling agile business innovation [2]. - A flat network structure has been implemented to support connectivity across numerous branches and devices, facilitating real-time data access and customer service [3]. Group 2: Technology and Data Focus - The company emphasizes a technology-driven approach, viewing technology as a bridge to create value rather than a barrier [4][5]. - A robust data management mechanism has been established to ensure data quality, which is crucial for AI applications and big data analytics [5]. - The organization employs a product responsibility system, allowing product managers to have significant control over product development and outcomes [6]. Group 3: Customer-Centric Service Model - China Life has developed a platform-based model that integrates online and offline services, enhancing customer experience and service delivery [8]. - The company has created a comprehensive digital service system, achieving a monthly active user count of over 11 million for its insurance app [9]. - Innovative service models, such as "Air Customer Service," have been introduced to streamline complex transactions, significantly improving service efficiency [9]. Group 4: Ecosystem and Collaboration - The company collaborates with local governments and healthcare providers to create integrated service platforms, enhancing the insurance service lifecycle from prevention to post-claim support [8]. - By leveraging partnerships with technology firms like Huawei, China Life fosters an open technology ecosystem that encourages innovation [4][5]. - The digital transformation serves as a model for the insurance industry, showcasing how technology can enhance customer trust and service quality [10].

Core Viewpoint - China Life Insurance Company is leveraging digital transformation to redefine financial services, focusing on customer needs and enhancing operational efficiency through advanced technology and data management [1][17]. Group 1: Digital Infrastructure - China Life has established a comprehensive digital infrastructure encompassing "cloud-network-end" to extend insurance services from physical locations to a digital realm [1]. - The company has built the industry's first secure, green, and resilient hybrid cloud, significantly improving system operation and data processing efficiency [3]. - A "big backend + small frontend" technology layout supports the company's services for hundreds of millions of customers, facilitating agile business innovation and data value creation [3][6]. Group 2: Data Management and Technology - China Life emphasizes the importance of data management, ensuring real-time, consistent, and accurate data to support AI and big data applications [9]. - The company has implemented a product responsibility system, allowing product managers to have significant decision-making power over technology routes and product outcomes [10]. - The organization promotes an open technology ecosystem, collaborating with partners like Huawei Cloud to enhance innovation and service delivery [8][9]. Group 3: Customer-Centric Services - The digital platform serves as a "sky city" connecting millions of users, enabling efficient service delivery through a modular approach to system design [11]. - China Life has developed a comprehensive digital service system, integrating online and offline channels to provide seamless customer experiences [13][14]. - The company has introduced innovative services like "Air Customer Service," allowing customers to complete complex transactions remotely, significantly improving service accessibility [14][15]. Group 4: Industry Leadership and Recognition - China Life's data center has achieved international operational standards, and its hybrid cloud has received accolades for innovation within the financial sector [16]. - The company has been recognized for its high-level data management capabilities, becoming the first in the insurance industry to achieve the highest maturity level in data management [16]. - The digital transformation efforts are seen as a model for the insurance industry, demonstrating how technology can enhance service quality and customer satisfaction [17].

数字金融实践赋能"国寿好服务" 顺应数字经济时代发展趋势，中国人寿坚持以客户为中心，以数据为驱动，加速推进数字金融实践，深 化数智技术与运营服务的有机融合，在数据价值挖掘、数智新基建、运营质效、服务体验、消费者权益 保护等方面实现新提升，持续打造"简捷、品质、温暖"的"国寿好服务"子品牌，以高质量数智化运营服 务坚实助力公司业务发展。 数据价值加速释放。中国人寿高效管理规模最大、时间跨度最长的寿险数据，建立数据全生命周期管理 体系，数据的实时性、准确性、一致性和安全性实现高位提升，精准赋能公司运营服务全流程，监管报 送数据质量准确率达99.9999%。高规格输出公司数据管理智慧经验，作为保险行业牵头单位参与国家 数据局首个国家数据标准《数据要素流通标准化白皮书》的编制，派员担任全国数据标准化技术委员会 委员，有力推动国家数据标准建设。 数智基建赋能升级。坚持科技全面自主掌控，中国人寿加快推进数据中心向智能化、极简化、分布式架 构转型，打造更加弹性、安全、可靠的数智新基建，有效支撑公司业务快速发展与前沿技术快速落地， 在智能核保、营销员培训、办公协同等各类业务场景应用AI大模型新技术；以拥有近1.6亿注册用户的 ...

Core Viewpoint - China Life Insurance Beijing Branch emphasizes a people-centered approach, focusing on consumer rights protection and enhancing service quality to meet the needs of the public [1][8]. Service Channels - The company has developed a comprehensive service system that integrates online and offline channels, allowing customers to access services easily through various platforms [2][3]. Online Services - The launch of the Life Insurance APP enables customers to handle most service requests online, with a projected 860,000 services provided through the app in 2024 [3]. Claims Service - In 2024, the company processed approximately 848,800 claims with a payout amount of 1.185 billion yuan, achieving a claim approval rate of 99.81% [4]. Intelligent Services - The company has expanded its customer contact points with intelligent services, including voice navigation and online customer service, to meet diverse customer needs [5]. Value-Added Services - A new "butler-style service system" for VIP clients will be introduced by 2025, offering specialized services in health, lifestyle, legal, and insurance management [6]. Elderly Services - The company has implemented a dedicated hotline and simplified app version for elderly clients, ensuring they receive priority service and support [7]. Consumer Protection - The company has established a standardized consumer protection mechanism and achieved a top-level rating in consumer rights protection evaluation for 2024 [8]. Service Experience - The company has created 13 demonstration service outlets and implemented ten warm-hearted services, achieving a customer satisfaction rate of 99.99% [9]. Future Outlook - The company aims to enhance its core competitiveness and service capabilities, adhering to a customer-centric philosophy to meet the public's aspirations for a better life [10].

Core Viewpoint - China Life Insurance Company emphasizes high-quality service as a core value, enhancing customer perception of the brand through innovative service models and digital technology integration [1][2] Group 1: Service Innovation - The company launched the "Quick and Warm" claims service brand in 2019, focusing on "Simple, Quality, Warmth" as key service attributes [1] - The introduction of the "Critical Illness One-Day Compensation" service promises claims processing within one working day for eligible critical illness claims, allowing for immediate compensation upon diagnosis [1] - In 2024, the company’s Henan branch paid out 2.962 billion yuan in claims to 632,000 clients, with 31,300 clients benefiting from "one-stop online" settlement [1] Group 2: Digital Transformation - Since 2019, the company has embraced digital technology, developing a new "Smart Operation" model that integrates resources nationwide while maintaining traditional service advantages [1] - The Henan branch's app provided intelligent services to 8.42 million users in 2024, achieving a 100% paperless insurance application rate for personal long-term insurance [2] - The company has established a dual-channel service system, utilizing its app, official WeChat account, and mini-programs to ensure 24/7 service availability [2] Group 3: Customer-Centric Initiatives - The Henan branch has implemented special services for elderly clients, including priority queuing, green channel services, and facilities like reading glasses and wheelchairs [2] - The company has received accolades for its consumer rights protection efforts, being recognized as an "Outstanding Unit for Consumer Protection Education" and "Exemplary Institution for Financial Consumer Rights Protection" in 2024 [2]

Core Viewpoint - The insurance industry plays a crucial role in social risk management, focusing on safeguarding people's livelihoods and supporting economic development. China Life Shandong Branch emphasizes a people-centered development philosophy and strives to provide comprehensive and convenient services through technological innovations [1]. Service Network and Customer Experience - The service network of Tai'an China Life is built on a comprehensive service channel model, with 356,772 registered users on the online life insurance APP and six offline service outlets across the city as of December 31, 2024 [2]. - The 95519 customer service hotline operates 24/7, complemented by 13 service channels including online platforms, smart customer service, and physical outlets, ensuring customers can access services anytime [3]. Online Services and Customer Satisfaction - Tai'an China Life offers a one-stop online service for policy management, claims, and health management, with an average of 55,300 monthly users and 414,500 service interactions in 2024, maintaining high customer satisfaction ratings [4]. - The company has achieved national-level mobile internet application security certification for its APP, ensuring high standards for customer data and fund security [4]. Digital and Intelligent Services - The new "Smart Operation" model enhances service quality through multi-touchpoint collaboration via the life insurance APP, promoting "no-run" service options and optimizing online insurance application processes [5]. - Features like remote recording for policy underwriting and self-service kiosks are introduced to facilitate customer interactions and meet diverse service needs [5]. Claims Service and Efficiency - In 2024, Tai'an China Life processed 85,360 claims with an average processing time of 0.541 days and a claim approval rate of 99.60%, positioning it among the industry leaders [6]. - The company focuses on providing quick and warm claims services, utilizing technology to enhance customer experience and service efficiency [6]. Elderly and Disabled Services - Tai'an China Life offers tailored services for elderly clients, including a dedicated hotline and an accessible APP interface, ensuring ease of use for older customers [6][7]. - The company has established a supportive environment for disabled individuals, providing necessary facilities and home service options to enhance accessibility [7]. Value-Added Services - The company expands its offerings in health, elderly care, and cultural education through various community events and programs, aiming to create a comprehensive elderly care service system [8]. Consumer Rights and Protection - Tai'an China Life prioritizes consumer rights protection, integrating it into governance and management practices, and actively addressing customer concerns [9][10]. - The company is committed to enhancing service quality and expanding service channels to provide warmth and convenience to consumers [10].