Core Insights - The article highlights the true value of insurance services through the experience of a long-term customer, showcasing the importance of trust and service quality in the insurance industry [1][9]. Group 1: Customer Experience - The claims process reflects the real face of insurance services, as demonstrated by the journey of a customer who received a claim of 12,571.9 yuan after an accident [2]. - The customer received personalized support throughout the claims process, including reminders to submit documents after recovery and assistance with material preparation [2][5]. - The customer expressed high satisfaction with the service, rating it five stars and emphasizing loyalty to the platform after ten years of purchasing various insurance products [2][10]. Group 2: Company Overview - Huize Insurance Network, established in 2006 and listed on NASDAQ in 2020, is a leading internet insurance service platform in China, focusing on a full lifecycle service chain [4]. - The company has served over 11 million users, with a repurchase rate of 41%, significantly higher than the industry average of 19% [4]. Group 3: Service Innovation - The "Xiao Ma Claims" service system has become an industry benchmark, providing quick claims for small cases and comprehensive support for larger claims [5]. - In 2024, the company assisted in settling claims amounting to 808 million yuan, showcasing its efficiency and customer-centric approach [5]. Group 4: Technology and Product Development - Huize has developed the "Feng Tong" intelligent system to enhance efficiency and optimize user experience in insurance decision-making [7]. - The company collaborates with insurers to create popular products that meet user needs, such as the "Darwin" critical illness insurance series and the "Little Bee" accident insurance series [8]. Group 5: Trust and Service Commitment - The article emphasizes that the ultimate value of insurance is realized during the claims process, highlighting the importance of service commitment over mere product comparison [9]. - Huize's service promise, which includes not disturbing, misleading, or being perfunctory, while helping customers understand, select, and claim, redefines internet insurance service standards [9].

Core Insights - The penetration rate of internet insurance has been increasing, particularly among younger demographics, but significant issues remain to be addressed [1][2] - A joint evaluation by Shanghai Consumer Protection Committee and Fudan University assessed 150 mainstream internet insurance products, revealing four major problems: ambiguous product names, incomplete information disclosure, non-standard marketing copy, and lack of human customer service [1][2] Group 1: Evaluation Findings - The evaluation identified that many internet insurance products have ambiguous names, which can mislead consumers regarding the actual coverage [2][3] - Specific platforms such as Ant Insurance, JD Insurance Brokerage, Waterdrop Insurance, and Wutong Tree were highlighted for issues related to product names and marketing practices [2][9] - The report emphasized that the simplified presentation of insurance products often leads to misunderstandings about key terms like exclusions, health disclosures, and waiting periods [3][4] Group 2: Consumer Awareness and Rights - Many products fail to clearly present critical information such as exclusions and health disclosures, which diminishes consumer awareness and understanding [4][5] - The evaluation found that some products misrepresent coverage limits, such as claiming high coverage amounts while only covering specific incidents [3][5] - Consumers often lack clarity on renewal terms and conditions, with some products requiring consent for renewal without providing detailed information [5][11] Group 3: Marketing Practices - Marketing strategies often emphasize high coverage and low premiums, while downplaying critical limitations and exclusions [7][9] - Platforms like Ant Insurance have been criticized for creating a sense of urgency in purchasing decisions, which can lead to hasty and uninformed choices by consumers [7][10] - The inconsistency between promotional claims and actual policy terms can mislead consumers, resulting in a gap between expectations and reality [7][9] Group 4: Customer Service Issues - The lack of human customer service on many platforms limits consumers' ability to seek clarification on complex insurance terms [10][11] - Some platforms only offer AI-based customer service, which may not adequately address nuanced inquiries related to insurance products [10][11] - The complexity of accessing customer service, including mandatory information sharing, raises concerns about privacy and ease of access for consumers [11][12] Group 5: Recommendations - The Shanghai Consumer Protection Committee recommends establishing clearer standards for information disclosure in internet insurance sales, ensuring that critical information is prominently displayed [1][11] - It suggests that insurance companies conduct user research during product design to enhance clarity and suitability of terms [12] - The report advocates for a shift in sales practices towards ensuring consumer understanding and informed decision-making, rather than relying solely on automated processes [11][12]