本报讯 （记者杨笑寒）近日，众安在线财产保险股份有限公司（以下简称"众安保险"）发布2025年理 赔服务年报。数据显示，2025年公司全年累计赔付金额达179亿元，日均处理理赔案件约290万件。众安 保险持续提升服务体验、拓宽保障边界，推动理赔服务向智能化、精准化和人性化全面升级。 具体来看，2025年，众安保险将人工智能（AI）技术深度融合于理赔全链路，实现服务效率与用户体 验质的飞跃。在健康险领域，AI全面融入理赔全流程：超过90%的健康险用户可实现理赔材料"只传一 次"，超45%的理赔案件实现自动化审核结案，其中最快结案时间仅15秒。 在车险服务中，"众安车险"小程序作为一体化智能平台，推动线上自主报案占比提升至88.2%。创新的 NFC"碰一碰"紧急服务、视频理赔"秒审秒赔"以及"车险AI定损"将万元以下理赔案件时效缩短至最快 13.3分钟，定损最短仅耗时116秒。 除面向健康险用户的理赔场景外，众安保险还通过AI技术赋能宠物险及意外险等多元数字生活场景。 通过融合大模型与垂直领域小模型，公司在影像诊断、责任认定、病历信息抽取等方面实现自动化处 理，宠物险及意外险月均自动化处理案件超万件，异常精准识别 ...

AI已经全面融入健康险理赔全流程, 让理赔变得更便捷、更快速、更智能 便捷申请 超90%用户报案"只传一次"材料 快速获赔 来源：众安保险 2025年,我们将AI应用于理赔全场景 实现从感知、决策到执行的全链路智能化 ▶ 健康险理赔进入「AI时代」 智能理赔 超45%案件实现全流程自动化审核 ▶ 线上服务智能化跃进 :: "众安车险"小程序 :: 超76%用户在1个工作日内拿到赔款 不仅是工具,更是集成风险防控、理赔 服务、用车生活的智能平台,全年线上 自主报案占比突破88.2% "碰一碰"便捷体验马上有 :: 应用NFC技术,紧急时刻手机碰一碰, 1秒唤起服务、缓解客户焦虑情绪 ▶ 数字生活全链路AI守护 通过大模型与垂直领域小模型 协同应用, 实现 影像智能分类 ) 责任匹配 风险管控 病历信息抽取 ) 理算自动化 具备异常行为监测与欺诈风险预警能力 全面赋能宠物险及意外险理赔 全流程自动化 判责理算准确率 月均自动结案 0 :3% 440 超 ▶ 反欺诈防控守护公平正义 欺诈精准拦截 以AI为核心支撑,深度应用图像、AI 语音、智 能体等核心智能技术,实现对涉诈团伙的精准 识别与高效打击 跨界协同联动精 ...

Core Insights - ZhongAn Insurance is leveraging AI technology to enhance efficiency and reduce costs in its auto insurance sector, which has been independently operated for over a year [1] - The company has seen significant growth in its auto insurance premiums, achieving a total premium of 1.478 billion yuan in the first half of 2025, representing a year-on-year increase of 34.2% [1] - ZhongAn's comprehensive cost ratio improved to 91.2%, with a claims ratio of 65.1% and an expense ratio of 26.1%, indicating operational efficiency [1] Group 1 - The company has transitioned to independent operations for compulsory insurance in Shanghai and Zhejiang, with commercial auto insurance also being independently operated in Shanghai [1] - The implementation of a fully online claims process through a "one-click video claims" platform has significantly reduced costs, saving approximately 40% per case compared to traditional methods [2] - The average settlement time for claims under 10,000 yuan has been reduced by nearly 40%, now averaging just 25 minutes [2] Group 2 - In the new energy vehicle insurance segment, ZhongAn reported a premium growth of approximately 125.4% in the first half of 2025, with this segment accounting for over 18% of total auto insurance premiums [2] - The company anticipates that the proportion of new energy vehicle insurance premiums will approach 30% by the end of the year, driven by deeper collaborations with manufacturers and the development of new insurance products [3] - ZhongAn has introduced the "Zhongyanbao" extended warranty insurance for individual new energy vehicle owners to address repair costs beyond the original factory warranty [3]