Tang Xin 'an, Taiping Life Insurance: Service experience will become the key technology empowerment insurance in market competition.

"2020 Global Insurance Technology Conference Yunfeng Meeting" was grandly held on February 22 -24, 65438. With the theme of "Reconstruction and Rise", this conference focuses on the layout and reform, practice and exploration of insurance technology, and the birth and integration of insurance technology, with a view to enhancing the overall competitiveness of the industry, the scientific and technological strength of small and medium-sized insurance enterprises and stimulating the kinetic energy of scientific and technological innovation.

The conference was jointly sponsored by the financial sector, Tianjin Financial Work Bureau, Tianjin Port Free Trade Zone Management Committee and China Financial Research Center of Tsinghua University Institute of Economics and Management, and was held in the form of online summit and offline summit.

In this process, mobility, automation, digitalization and customization are the main directions of technology empowerment insurance. Among them, mobileization refers to opening up the whole process of online services and supporting more businesses to migrate to online mobile channels in the future; Automation needs machines to replace labor, relieve the pressure of operation, and constantly improve quality and efficiency; Data is an intelligent analysis of marketing behavior and risk data; To achieve the above three points, insurance companies can further provide differentiated products, customized interactive interfaces and exclusive services based on the analysis of customer characteristics.

Tang Xin 'an advocates building a multi-level intelligent operation system, including innovating service mode, improving service quality and helping risk management and control. In terms of service mode, Tang Xin 'an advocates the combination of customers and agency services, breaks through many conditions such as dialect and time, and provides customers with more independent and convenient electronic services. To this end, insurance companies need to establish an online service matrix, from WeChat to the company's online platforms, such as Baobao, Licaitong, Taipingtong and Nethall, and at the same time get in touch with the platforms of Mercedes-Benz and other enterprises. In addition, he also listed Taiping Life's breakthroughs in the combination of self-service and remote service, and the combination of online and offline services.

There are three important elements to improve service quality: minimalist service process, extremely fast service efficiency and extreme service experience. Tang x3 Minan said that the online electronic insurance coverage rate of Taiping Life Insurance increased by 98% this year, and the average time limit for double recording was shortened by 54% from 26 minutes to 12 minutes. Mobile self-service can be completed in 3 minutes, and the maximum amount of policy loans reaches 654.38+0 million. In terms of extremely fast service efficiency, Taiping Life has always pursued the principle of paying first, paying quickly and paying in advance. At present, direct compensation is being promoted, and direct settlement between insurance companies and hospitals is realized through direct connection with hospital data.

With regard to the ultimate service experience, Tang Xin 'an mentioned family account, which provides users with one-stop service in the whole process, from sorting out customers' family relationships and establishing family account, to sorting out internal and external policies and safety analysis, and then to analyzing family safety gaps, product recommendation and billing. In addition, remote security greatly improves the user experience. Before this year 1 1 month, Taiping Life realized 1 1700 pieces of remote electronic equipment, accounting for 47%, far exceeding the industry average, and users really enjoyed services without leaving home.

How can technology help insurance companies control risks? Tang Xin 'an mentioned three aspects: underwriting risk control, claim risk control and claim risk control.

Among them, underwriting risk control takes the intelligent brain as the core and implements differentiated management for agents. In the intelligent brain system, Taiping Life Insurance introduced the intelligent underwriting engine and medical knowledge map, which further improved the underwriting automation rate. Tang Xin 'an introduced that Taiping Life Insurance is still managing agents efficiently according to quality differences. Agents with excellent quality match better service policies, and agents with poor quality are strictly controlled by two cores.

In terms of paid risk control, Taiping Life Insurance used Taiping Customer Service Return Visit Center to connect customers with Ptah AI+, and realized efficient and intelligent return visit service. Up to now, the recognition accuracy of nearly 540,000 paid return visits has reached 98.43%, and the recognition accuracy of claims paid return visits has also reached 98.47%.

Tang Xin 'an introduced that at present, Taiping Life's intelligent claim risk control is mainly divided into three steps: data mining, big data analysis and mobile survey. First of all, through the mining and analysis of claims data, an investigation and prediction model is established to screen high-risk cases; Secondly, use big data analysis technology to monitor, record and identify possible risks; Finally, the use of GPS positioning, evidence photo collection and other functions to avoid the operational risks of internal investigators.

Finally, Tang Xin 'an said that from the data point of view, Taiping Life Insurance has made remarkable achievements and results in technology empowerment, and will make more explorations in the future, optimize the operation mode and provide better experiences for customers.