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China Ping An announced three service commitments and five service standards to lead the way Peers
After announcing the launch of the "Your Safety, My Commitment" annual brand campaign, on March 24, at the 2009 annual service commitment press conference, Ping An of China grandly launched life insurance, property insurance, banking Three customer service commitments, five of which have set new standards in the industry. (For details of the press conference, please click /about/chengnuo/index.jsp)
At the Beijing press conference, Sun Jianyi, Vice Chairman of Ping An Group of China, announced that the launch of the customer service commitment is "Your safety is mine "Commitment" is one of the core contents of the annual brand campaign. This time, Ping An Property & Casualty, Life Insurance and Bank became the first units to participate in the Commitment. Ping An Property & Casualty promises to provide all auto insurance customers with a convenient service of "less than 10,000 yuan, complete information, and payment within three days". This move will set a new limit for the industry's nationwide unified rapid compensation amount. Ping An Life is committed to proactively innovating the concept of claims settlement, and for all customers insured by Ping An Life, it will follow the "customer-friendly principle" within the scope of the contract and proactively help customers find the facts and basis for compensation. Ping An Credit Card has also launched a card loss protection commitment 72 hours before reporting the loss. Once the cardholder's Ping An Credit Card is compromised, as long as the protection conditions are met, the cardholder can receive compensation of up to 50,000 yuan. Whether this commitment of Ping An Credit Card is Both the protection time and the amount of protection are at the forefront of similar protections for domestic credit cards.
Sun Jianyi said, "Ping An of China has always been committed to continuously meeting customer needs. Through in-depth research on the financial insurance market and consumer needs, we found that insurance customers are very concerned about the difficulty and slowness of claims settlement in China's insurance industry. A large proportion of credit card holders are worried about the theft of their credit cards. In response to the above two concerns, while maintaining the tradition of excellent service, we have made three solemn commitments to improve the service quality of insurance claims and credit card protection. We must do what we say, accept public supervision, and provide consumers with high-level, professional financial services. We also hope that in this way, we can instill confidence in the public, set an example of corporate integrity, and bring service quality to a new level.”
Ping An Property & Casualty Chairman and CEO Ren Huichuan, Ping An Life Insurance Executive Deputy General Manager Li Guohua, and Ping An Bank Executive Vice President Chen Wei attended the press conference that day and solemnly announced specific service commitments.
Auto insurance: RMB 10,000 sets the highest standard in the industry. If the case is not settled for three days, there will be a tenfold interest penalty.
Since the implementation of compulsory traffic insurance, private car owners have to purchase compulsory traffic insurance and commercial insurance for their cars. Ping An of China stated that the customer satisfaction surveys conducted by the company for five consecutive years have shown that what customers are most concerned about when it comes to auto insurance claims is always the timeliness of payment. To this end, Ping An of China made a "commitment" military order at the press conference: nationwide, for auto insurance liability accident cases with a compensation amount of less than 10,000 yuan (including 10,000 yuan), when the customer submits complete and valid claim information, In this case, Ping An promises to complete the case review and approval and notify the payment within 3 working days immediately. It is understood that for quick damage determination and claim settlement, domestic auto insurance companies mostly set claims conditions for cases of no more than 5,000 yuan. For the whole country, it is the first time in the country to provide unified quick compensation within 10,000 yuan.
Ren Huichuan, chairman and CEO of Ping An Property & Casualty Insurance of China, also announced at the press conference that for cases that fail to meet the above commitments, customers will be compensated with a penalty interest of 10 times the bank's current interest rate (settled on a daily basis). It is reported that this penalty interest system is the first of its kind in the industry. Ping An of China revealed that among the actual auto insurance claims, about 97% of the cases had a claim amount of less than 10,000 yuan. It is expected that the vast majority of Ping An auto insurance customers will benefit from this.
It is reported that Ping An’s auto insurance claim settlement campaign has been launched for three years. In order to ensure that every committed case can meet the standards, Ping An has increased investment in relevant resources, focusing on improving the skills of staff and simplifying various procedures. Claims process and procedures.
Life insurance: Find reasons for customers to settle claims and maximize compensation within the scope of the contract
The service commitment slogan launched by Ping An Life is "Abide by the contract and find reasons for you to settle claims."
Li Guohua, executive deputy general manager of Ping An Life Insurance, said that for a long time, insurance customers have been most concerned about claims settlement. This commitment aims to revolutionize the concept and practice of claims settlement. All customers insured by Ping An Life Insurance will follow the "customer advantage principle" within the scope of the contract. "Proactively help customers find the facts and basis for compensation.
To this end, Ping An Life has put forward the principle of "be more prudent when rejecting claims", optimizes the claims process, and ensures that every claim rejection case is carefully reviewed by senior claim reviewers with many years of experience. When handling disputed cases , within the scope of the terms and legal provisions, the company will make an interpretation that is beneficial to the customer. Customers can also make complaints through the green channel for claims settlement. Ping An's senior claim reviewers will be responsible for the matter, review the reasons and evidence for the claims in detail, and assist customers in supplementing and collecting information to further find the basis for compensation.
Li Guohua emphasized at the press conference that the prerequisite for finding reasons for claims for customers is to abide by the contract. The company will determine the nature and cause of the insured accident strictly based on facts and evidence, and clarify insurance responsibilities based on the contract and law. with scope. He said that although Ping An cannot guarantee that all cases will find reasons to pay compensation, it hopes to make customers feel that it is not difficult to settle claims through practical innovations in claims settlement concepts and actions.
Credit Card: Card loss protection for 72 hours before reporting loss, with a maximum of RMB 50,000, the highest in the industry
Currently, credit cards have become a widely used payment tool that consumers carry with them. A credit card survey conducted by Ping An Bank before issuing credit cards showed that safety and convenience have become the keywords most frequently mentioned by consumers. The third commitment made by Ping An is related to the security of credit cards.
Chen Wei, Executive Vice President of Ping An Bank, said that Ping An Credit Card has three best features in the industry in terms of providing customers with security protection. According to reports, Ping An Credit Card provides cardholders with a card loss protection limit of up to 50,000 yuan. This limit is currently the highest fixed credit limit permitted by domestic personal credit cards and is currently the highest card loss protection limit in the industry. Ping An's credit card loss protection can be traced back to the loss caused by theft within 72 hours before the cardholder reports the loss. This period is also the longest among similar protections for domestic credit cards. At the same time, Ping An Bank is also the first bank to provide protection against losses caused by credit card robberies and cash withdrawals.
Chen Wei emphasized that in order to effectively protect the interests of both cardholders and banks, the maximum protection limit enjoyed by each cardholder can reach the fixed credit limit of the card, which can reach a maximum of 50,000 yuan. Losses that fall within the scope of coverage include losses from credit card purchases that are only confirmed by a signature, and losses from credit card withdrawals due to being forced to reveal the cash withdrawal password due to robbery. As long as the cardholder signs the back of the Ping An Credit Card and successfully makes the first payment, if the credit card is subsequently lost, stolen, robbed, etc., as long as the protection conditions are met, the cardholder can receive compensation protection once a year from the date of account opening.
Chen Wei also said that currently, Ping An Credit Card will send instant reminder text messages to cardholders for card purchases, cash advances and repayments, which not only further protects the security of cardholders' accounts, but also provides considerate assistance to cardholders. Cardholders conduct account management.
It is understood that Ping An’s commitment to customers is: service first and integrity guaranteed. Ping An of China has always been committed to providing customers with innovative and high-quality services. In addition to the above three fresh commitments, Ping An Life has taken the lead in proposing to provide customers with P-STAR five-star services, "one counter" and other special services. Ping An Auto Insurance It is also the first in the industry to provide telephone correction services for new cars, and provides "customer care" services such as nationwide general compensation, SMS reminders for the expiration of two certificates, direct compensation services, and SMS notifications for full claims settlement.
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Three service commitment slogans:
1. Ping An Auto Insurance will pay compensation within three days if all the information is below 10,000 yuan.
2 , Ping An Life abides by the contract and finds reasons for you to settle claims
3. Ping An’s credit card guarantees up to 50,000 yuan 72 hours before reporting loss
Five service standards that lead the industry:
1. It is the first of its kind in the country to provide quick compensation of less than 10,000 yuan for auto insurance. Domestic auto insurance companies mostly set claims conditions for cases not exceeding 5,000 yuan
2. For auto insurance cases that cannot be paid in time within three days , the adoption of a penalty interest system is the first in the industry.
3. The maximum credit card loss protection limit is 50,000 yuan, which is currently the highest loss card protection limit in the industry.
4. One of the longest credit card protection periods: 72 days before reporting the loss. Hours of protection
5. The first company to provide protection against losses caused by credit card robberies and cash withdrawals;
Ping An Auto Insurance fulfills its claim settlement promise of RMB 10,000 with high standards
Time: 2009-06- 11 Source: Font: Large, Medium, Small
It takes nine hours to settle a claim of less than RMB 10,000, and settle a case in seven hours for a car with damage of less than RMB 2,000
Ping An Auto Insurance fulfills its promise to settle a claim of RMB 10,000 to a high standard
“On average, it only takes half a day to settle Ping An Auto Insurance claims of less than 10,000 yuan.” How fast can domestic auto insurance claims be settled? On June 11, Ping An Property & Casualty Insurance, a subsidiary of Ping An Group of China, announced that since the launch of the auto insurance service commitment of "less than 10,000 yuan, complete information, and compensation within three days" at the end of March, the company's auto insurance claims settlement cases of less than 10,000 yuan in April and May have averaged The closing times were 0.52 days (about 12 hours) and 0.38 days (about 9 hours) respectively, and the commitment fulfillment rates were 99.69% and 99.79% respectively.
Commitment fulfillment rate of 99.79%
On March 24 this year, Ping An Auto Insurance announced that nationwide, auto insurance policies with a compensation amount of less than 10,000 yuan (including 10,000 yuan) For liability accident cases, if the customer submits complete and valid claim information, Ping An promises to complete the case review and approval within 3 working days and notify payment; for cases that fail to meet the above commitments, Ping An will impose a penalty interest of 10 times the bank's current interest rate (on a daily basis). Settlement) to compensate customers.
Ping An Property & Casualty said that after strict statistics and research, among the number of auto insurance cases closed in April this year, the number of cases that met the "3-day compensation" commitment conditions was 236,000, and the total number of overtime cases was 730. The commitment The achievement rate is 99.69%. In May, the number of cases that met the conditions for the "3-day compensation" commitment was 218,000. The total number of overtime cases dropped by 281 from April to 449, and the commitment fulfillment rate increased to 99.79%. Ping An Property & Casualty followed up all cases with overdue commitments one by one, and no case was missed.
It is also understood that from January to May this year, it took 0.59 days (about 14 hours) for Ping An Auto Insurance cases to be settled within 2,000 yuan, including 0.31 days (about 7 hours) in May. Ren Huichuan, chairman and CEO of Ping An Property & Casualty Insurance of China, said that in 2009, auto insurance claims services in the property and casualty insurance business were a task that the company paid close attention to. Ping An will take the business commitment as an opportunity to promote the improvement of various financial service levels.
According to industry insiders, the average case settlement period in the domestic auto insurance industry is 80-90 days. However, as auto insurance competition gradually escalates from a price war to a service competition stage, the claims settlement timeliness of the auto insurance industry in various places has significantly accelerated. Data from the Guangdong Insurance Regulatory Bureau and the Beijing Insurance Association show that the average closing period for all closed cases in Guangdong Province and Beijing in 2008 was 45 days and 34 days respectively. Data from the Zhejiang Insurance Association also shows that in the first quarter of this year, the average settlement period for claims in the auto insurance industry in Zhejiang was 25 days, 17 days shorter than last year.
Shenyang Property & Casualty Insurance Company has also recently made a commitment: for cases that meet the conditions and the loss amount is less than 2,000 yuan, the case will be settled within three working days; the loss amount is between 2,000 yuan and 5,000 yuan. (including 5,000 yuan), the case will be settled and paid within five working days.
More than 90% of customers or experts in the beneficiary group have approved the process and support platform in place
"Ping An started to establish a support center in 2003. It took 6 years to build a nationwide centralized underwriting, Claims review, risk control and unified reporting dispatch center. Ping An adheres to the customer-centered service concept and began to pay attention to the claims processing timeliness in 2004. It has been conducting full-process and segmented claim processing timeliness assessments across the country for five years. Accumulated experience and an efficient and stable operating platform are important reasons why we dare to show off and finally achieve our commitments. "As for the high achievement rate, Cao Yang, deputy general manager of the Automobile Accident Insurance Claims Department of Ping An Property & Casualty Insurance Operations Center, put it clearly." Mystery". He said that among the actual auto insurance claims, 97% of the claims were less than 10,000 yuan, and the vast majority of Ping An auto insurance customers will benefit from this.
At the same time, Li Ruoqu, deputy general manager of the customer service department of Ping An Property & Casualty Insurance Operations Center, pointed out that in order to fulfill its promise, Ping An Auto Insurance has set up fast lanes for small-amount cases at 335 property and casualty insurance counters across the country and assigned dedicated personnel to handle them. All auto insurance cases that fall within the promised service range are guaranteed to be settled within a timely manner. At the same time, Ping An Auto Insurance has strengthened process management throughout the system. By reviewing and sorting out operating procedures, rules and habits, it has improved the first-time pass rate and response rate of cases, and effectively reduced the case return rate.
"Although we cannot guarantee a 100% pass rate at present, we have set up consultation and reception posts through the 95512 hotline and property insurance counters across the country to accept customer inquiries and complaints about promised services. The list will be followed up one by one with interest rates," Li Ruoqu told reporters.
“The high efficiency of auto insurance claims services must be based on scientific service process design and fast backup platform operation. It is with the service concept of maximizing customer time and cost savings that Ping An Auto Insurance launched this After this fast claim settlement service commitment, we have continued to surpass ourselves, and the actual settlement time of 10,000 components was basically controlled on the same day as the case was reported, which greatly exceeded market expectations. "Hao Yansu, Dean of the School of Insurance of Central University of Finance and Economics, said in response to Ping An Auto Insurance's claim settlement commitment. own interpretation.
The new insurance law is about to be implemented. Hao Yansu predicts that “how to put customers’ interests first and shift from competition in premiums and terms to competition in services will be a sign that the auto insurance industry will shift from vicious competition to healthy competition. Ping An of China is focusing on auto insurance. The series of measures to improve service quality and service efficiency are a concrete reflection of the implementation of the "maintaining social and economic order and social public interests" proposed in Article 1 of the new insurance law. ”