2月24日，水滴公司创始人兼CEO沈鹏发布2026新春信，对过去一年公司发展进行总结，并畅谈未来的 发展策略。他提出AI大模型正成为人人触手可及的基础设施，要将AI能力内化为每个水滴人的核心竞 争力。同时，在公司发展十周年之际，他鼓励员工坚守工匠精神，朝着"成为全球领先、科技驱动的金 融和医疗服务平台，助力美好生活"的新愿景而努力奋斗。 沈鹏表示："作为一名中国科技领域的创业者，既自豪，亦振奋。自豪于中国科技的步步突围、蓄势跃 升，振奋于AI浪潮给产业创新打开的无限想象空间。"过去一年，水滴公司坚定推进"All in AI"战略， 在"水滴水守大模型"的驱动下，水滴公司的营收与利润双双实现增长，AI智能客服"保小慧"实现了"边 说边办"的沉浸式服务，语音回复时效性平均仅1.5秒；AI数字员工"帮帮"全年为用户完成超万次理赔结 论解读，理赔时效预测准确率最高超90%；升级线上经纪人，构建专业化、数字化、以用户为中心的服 务新生态。 水滴公司的社会价值，也获得了国家与公众的高度认可。水滴筹被民政部指定为个人求助网络服务平 台，累计帮助了361万个大病患者，汇聚了712亿元爱心善款。同时，翼帆医药在临床试验领域取得 ...

Core Insights - Waterdrop Insurance has released its 2025 annual service report, highlighting its focus on inclusive product innovation and the integration of AI technology to enhance its service system [1][5][19] Group 1: Product Innovation and Offerings - In 2025, Waterdrop Insurance launched a total of 242 customized insurance products, including 57 products that do not require health declarations [5] - The company is focusing on specific demographic groups such as those with pre-existing conditions, the elderly, and maternal and infant populations, addressing their unique insurance needs [5] - The claims for insurance products catering to individuals with pre-existing conditions reached 55.9852 million, marking a year-on-year increase of 46.83% [5] Group 2: AI Integration and Efficiency - The application of AI technology has significantly improved service efficiency, with claims settlement time reduced by 16.49%, achieving the fastest settlement in just 1 minute and 36 seconds [1][8] - AI customer service assistant "Bao Xiaohui" provides real-time responses with an average voice reply time of only 1.5 seconds, ensuring 24/7 availability [8][12] - AI employee "Bang Bang" has enhanced the claims process, achieving an average review time reduction of 22.66%, with the shortest review time being just 7.5 seconds [8][14] Group 3: Risk Management and User Protection - Waterdrop Insurance employs AI risk control models to proactively prevent risks, including intercepting illegal activities related to insurance [15] - The company has collaborated with law enforcement to address financial crime cases, demonstrating its commitment to safeguarding user funds and information [15] Group 4: Customer Service and Satisfaction - The online broker team has been upgraded to provide a more professional and user-centered service ecosystem, achieving a customer satisfaction rate of over 95% [17] - The "Bang Bang Claims" 1-on-1 service assisted 94,079 users, representing a year-on-year growth of 394.68%, securing a total of 4.9693 million in reasonable claims for users [17] - A case example illustrates the effectiveness of professional service in resolving claims disputes, where a user was awarded 16,000 yuan after a successful appeal [17]