Core Viewpoint - The company launched an immersive experience activity called "I am a Claims Adjuster" during the 2025 Customer Festival, allowing clients to participate in the claims process firsthand, enhancing customer service from behind-the-scenes to front-stage [1][10]. Group 1: Customer Engagement - The "I am a Claims Adjuster" activity is designed to provide practical experience, where clients follow professional claims adjusters through the entire process, including accident investigation, loss assessment, document review, and payment [3][10]. - Clients, such as Ms. Xiao, expressed surprise at the complexity of the loss assessment process, highlighting the professionalism and rigor involved [3]. - The activity received positive feedback from clients in cities like Jinan and Heze, with participants actively engaging in real-life claims scenarios, demonstrating empathy and support for those affected by accidents [6]. Group 2: Technology and Efficiency - In Zaozhuang, clients like Mr. Zhang utilized technology to expedite the claims process, showcasing the efficiency of the service through mobile uploads and real-time tracking of claims [10]. - The initiative not only bridges the gap between clients and insurance services but also fosters trust and understanding through role reversal [10]. Group 3: Future Directions - The company aims to continue driving innovation, leveraging technology, and focusing on human-centered service to enhance customer experience and create more value [10].