Core Viewpoint - Ant Insurance has integrated AI technology into its consumer protection efforts, creating a comprehensive "big consumer protection" framework that enhances the efficiency and effectiveness of its services [1][4]. Group 1: AI Integration in Consumer Protection - Ant Insurance has launched AI applications such as the intelligent insurance advisor "Ant Xiaobao," AI-assisted underwriting, and AI self-service interpretation, which collectively addressed over 20,000 insurance inquiries during the beta phase [1][2]. - The AI-assisted underwriting system helps users understand their health status in relation to insurance eligibility, issuing 140 million reminders for reading health disclosures in 2024 [2]. - The platform also proactively alerts users about potential duplicate insurance purchases, sending out 3.12 million reminders in 2024 [2]. Group 2: Claims Processing and Customer Support - Ant Insurance has partnered with over ten insurance companies to establish a high-quality claims service called "Anxin Pei," which processed claims amounting to 9.2 billion yuan with 7.25 million claims in the health insurance sector in 2024 [2][3]. - The company has initiated a "quick claim" pilot program, achieving instant claim review for 81% of outpatient claims and 50% of inpatient claims through Sunshine Property Insurance [3]. Group 3: Dispute Resolution Mechanism - Ant Insurance has developed a multi-faceted dispute resolution system combining AI self-service interpretation and human claims experts, achieving a 99% resolution rate for disputes in 2024 [4]. - The AI self-service interpretation provided claim conclusion explanations to 2.21 million users, with a 96% self-resolution rate for user inquiries [4]. Group 4: Consumer Education Initiatives - Ant Insurance is actively promoting insurance literacy, particularly targeting vulnerable groups such as the elderly and new citizens, with a comprehensive educational framework that reached nearly 20 million users in 2024 [5][6].

Core Insights - Ant Insurance has integrated AI technology into consumer protection efforts, utilizing an "AI + human" model to enhance service throughout the insurance process [1][2][4] Group 1: AI Applications in Consumer Protection - The introduction of the intelligent insurance advisor "Ant Xiaobao" provides 24/7 online support, addressing over 20,000 user inquiries during the beta phase [1][2] - AI-assisted underwriting helps users understand their health status and eligibility for insurance, issuing 140 million reminders for reading health disclosures in 2024 [2][4] - The AI system also alerts users about potential duplicate insurance purchases, with 3.12 million reminders sent in 2024 [2] Group 2: Claims Processing Enhancements - Ant Insurance has partnered with over ten insurance companies to establish a high-quality claims service called "Anxin Pei," which processed claims totaling 9.2 billion yuan for health insurance in 2024, with 7.25 million claims filed [2][3] - A pilot "instant claim" service has been launched, achieving instant review conclusions for 81% of outpatient claims and 50% of inpatient claims [3] Group 3: Dispute Resolution Mechanisms - The company has developed a multi-faceted dispute resolution system combining AI self-service interpretation and human assistance, achieving a 99% resolution rate for disputes [4] - In 2024, AI self-service interpretation assisted 2.21 million users, with a 96% self-resolution rate for user inquiries [4] Group 4: Consumer Education Initiatives - Ant Insurance is actively promoting insurance literacy, particularly targeting vulnerable groups such as the elderly and residents in remote areas, reaching nearly 20 million users through educational programs in 2024 [5]

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].