齐鲁晚报·齐鲁壹点记者闫明 通讯员马瑞村 崔广勋 前不久，王先生驾驶电动四轮在山东省潍坊寿光市洛城街道与李某驾驶的摩托车相撞，导致李某受伤严 重，摩托车受损。王先生在第一时间拨打了急救电话和报案电话，及时将李某送往医院救治。事故发生 之后，寿光市公安局交警大队民警和中国人寿财险山东省潍坊市寿光支公司理赔人员立即赶往现场勘 查，通过还原事发路段监控视频，认定王先生负此次事故的全部责任。由于王先生的电动四轮车购买了 该公司的"电动骑行保"，该公司迅速启动理赔程序，共赔付李某摩托车损坏和人身伤害医疗费、伙食补 助费、护理费、误工费等共计6777元。 记者在中国人寿财险山东省潍坊市寿光支公司了解到，在试点运营过程中，该公司广泛征求和听取社会 各界、交通管理部门和广大群众的意见，近期对项目进行了全新升级完善，实现了保障范围更全面、保 障内容更丰富、保费收取更低廉、理赔服务更便捷，进一步体现了普惠性的原则。在保障范围方面，新 增了普通家用电动单车和部分营运载货电动车的保障项目；在保障内容方面，产品覆盖行驶过程中造成 的第三者人身伤亡（包括死亡、伤残、医疗费用）和财产损失，累计最高赔付额度达11.5万元；在降低 保费标准方 ...

Core Viewpoint - China Life Property & Casualty Insurance Shandong Branch has ranked first in the vehicle insurance claims service quality assessment for the 12th consecutive time, indicating its strong commitment to improving service quality and efficiency in response to public needs [1][2][3]. Group 1: Service Quality and Efficiency - The assessment system consists of 15 projects across three main areas: claims timeliness, case handling, and complaint resolution, reflecting the company's focus on quality and efficiency [1]. - The company achieved a claims payment rate of 99.68% in December 2023, surpassing the industry benchmark by 1.73 percentage points and outperforming lagging industry players by 15.61 percentage points [3]. - The average payment cycle for small claims under mandatory insurance was reduced to 6.79 days, which is 2.35 days shorter than the industry average, while commercial insurance small claims were processed in 11.2 days, 5.36 days faster than the industry [3]. Group 2: Customer-Centric Approach - The company emphasizes a customer-centric approach by engaging with clients to identify pain points in the claims process and improve service delivery [2][4]. - A mechanism for case supervision and follow-up has been established to ensure customer feedback is integrated into service improvements, resulting in only 17 complaints from 400,000 processed claims in 2024 [4]. Group 3: Technological Integration - The company has developed an online claims processing platform that integrates AI and big data, allowing for remote assessments and streamlined claims processing [7]. - The average processing time for claims has been reduced to 1.98 days, with 39% of claims being paid within 24 hours, showcasing significant efficiency improvements [6]. Group 4: Community Engagement and Safety Initiatives - The company actively participates in road safety initiatives, conducting inspections and implementing corrective measures to reduce traffic hazards, which is crucial for enhancing public safety [8][10]. - A total of 200 traffic safety risks were identified and addressed through various measures, contributing to a safer driving environment [8]. Group 5: Support for Vulnerable Populations - The company manages the Shandong Road Rescue Fund, providing essential support for traffic accident victims and ensuring timely medical assistance [11]. - Since January 2024, the fund has disbursed 458 million yuan for medical expenses, assisting over 8,100 individuals and resolving numerous disputes related to traffic accidents [11].