shuidibao held a service ecosystem conference and joined hands with 14 insurance companies to establish the "three good service alliance"
2024-09-12
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on september 11, the "joint efforts, betterment" shuidibao service ecosystem conference and the 2024 "financial education promotion month" event were held in beijing. at the conference, shuidibao not only demonstrated its latest achievements in user services, insurance innovation and technology empowerment, but also jointly established the "three good services alliance" with 14 insurance companies and launched the first batch of "public juries" to allow users to personally participate in the optimization of service experience and give users the right to vote on the quality of insurance services.
▲shuidibao’s “three good service alliance” was established.
kong xiangyan, deputy director (in charge of work) of the intermediary work department of beijing insurance intermediary industry association, zhang xueyong, dean of the school of finance of central university of finance and economics, zhu junsheng, member of the expert committee of the china insurance and social security research center of peking university and former research director and professor of the china insurance and pension research center of tsinghua university pbc school of finance, shen peng, founder, chairman and ceo of waterdrop company, ran wei, partner of waterdrop company and general manager of waterdropbao, guo nanyang, partner of waterdrop company, guo aidi, vice president of waterdrop company, as well as more than 100 partners from major insurance companies, waterdropbao users and media representatives participated in the event.
established the "three good services alliance" to build a new user-centered insurance service ecosystem
at the meeting, shen peng recalled how shuidibao started out by focusing on marginal demands and paying attention to groups that traditional insurance companies failed to cover - residents in fourth- and fifth-tier cities, people with illnesses, and the elderly. it also launched a representative product, the "million medical insurance," which quickly won market favor with its low premiums and high insured amounts.
shen peng said that shuidi company has always adhered to the mission of "using internet technology to help the general public have insurance and medical care, and protect hundreds of millions of families", using technology to promote inclusive insurance, promote the deep integration of digital technology and the health insurance industry, and allow users to enjoy more cost-effective protection and better medical services at more affordable costs. at present, the insurance industry is entering an era of deep service development, and continuously creating value for users is the key to the industry's high-quality development transformation.
▲shen peng, founder, chairman and ceo of waterdrop.
in order to enhance the value of user services, shuidibao continues to deepen its efforts in the three directions of "good service", "good products" and "good claims". so far, more than 409,900 users have used shuidibao's proactive policy explanation service, providing in-depth insurance planning for 81,439 families. in the first half of 2024, among the products launched by shuidibao, customized products accounted for more than 80%, with 35 new elderly-friendly customized products and 29 products available for users with illnesses. it has assisted users in completing 625,300 claims cases with a total amount of 1.653 billion yuan. the fastest 24-hour payment took only 6 minutes. the 1v1 claims hotline served 3,449 users, and the efficiency of the claims application process was improved by 16%. the overtime advance payment function has been connected to 28 products, and eligible users will receive an advance payment of 100% of the insured amount.
▲shuidibao continues to deepen its "three good services".
improving service value is not something that can be accomplished independently by a single individual or organization. it requires the collective wisdom and collaborative spirit of all industry practitioners. one of the highlights of this conference is the "three good service alliance" established by shuidibao and 14 insurance companies. the alliance will be committed to building a new user-centered insurance service ecosystem. at the meeting, members of the "three good service alliance" jointly pledged to work together to provide users with better insurance products and services.
the "three good services alliance" will improve service quality throughout the entire process from five aspects, customize insurance products with more comprehensive protection scope and richer insurance liability for special groups such as the elderly, people with illnesses, mothers and babies, promote in-depth collaboration in claims services, jointly build fast channels for insurance services, and improve service efficiency and user experience through ai big models; at the same time, respect user privacy and ensure the security of user personal information and financial information.
the first batch of members of the "three good service alliance" include 14 insurance companies (in alphabetical order by company name, in no particular order), including dehua allianz life insurance co., ltd., jingdong allianz property and casualty insurance co., ltd., junlong life insurance co., ltd., liberty insurance co., ltd., taikang online property and casualty insurance co., ltd., china taiping property and casualty insurance co., ltd., pacific health insurance co., ltd., yongcheng property and casualty insurance co., ltd., zhongan online property and casualty insurance co., ltd., china continent property and casualty insurance co., ltd., china ping an property and casualty insurance co., ltd. shanghai branch, china united property insurance co., ltd., zhonghui property mutual insurance society, and cigna life insurance co., ltd. we welcome more partners to join us in the future.
regarding the combination of technology and insurance, zhang xueyong said that time has come to an urgent stage. internet technology can break through the limitations of time and space, improve service professionalism, and promote the transformation and upgrading of the entire chain. especially with the development of new productivity such as ai big models and big data, it can make insurance product pricing more scientific, claims settlement more convenient and faster, and the security of users' personal data is also well guaranteed.
▲zhang xueyong, dean of the school of finance, central university of finance and economics.
"in recent years, the online insurance purchase rate has increased significantly, and online channels will continue to grow in the future. changes in user behavior indicate that internet insurance has a bright future." zhu junsheng said that users have higher demands for insurance service quality, and the level of claims service directly affects users' willingness to purchase insurance. he suggested that the insurance industry should make full use of technology to optimize insurance configuration services, improve claims service levels, enhance product customization capabilities, and enhance the professional level of internet insurance.
▲ zhu junsheng, professor and member of the expert committee of the china insurance and social security research center of peking university, and former research director of the china insurance and pension research center of tsinghua university’s pbc school of finance.
form a "public jury" to give users the right to vote on the quality of insurance services
another highlight of the conference was the first batch of "public jury" for the three good services established by shuidibao, which is composed of users from different industries. this innovative initiative aims to promote the continuous optimization of insurance services through real feedback from users.
"i usually communicate with insurance brokers across the screen. this is the first time i have seen up close how many professionals are serving me, and understood the process and mechanism of insurance services. i am also very happy that shuidibao has adopted some of my real feedback on the insurance industry to make the service process more perfect. i think it is very meaningful." ms. xia is a member of the "public jury" of shuidibao's three good services. she was previously invited to rate insurance service personnel as a user and experience the insurance process in all aspects.
the experience of insurance consumers is an important criterion for testing the quality of insurance services. shuidibao established the first batch of "public review panels" for "three good services", which consisted of five people including lawyers, journalists, internet practitioners, and insurance users. at the event, shen peng awarded letters of appointment to the first batch of five public review members from different industries.
at present, shuidibao continues to recruit the "public jury" for the three good services. users will deeply experience the full process of shuidibao, including product consultation and customer service process, offline field visits to assist claims settlement points, participation in face-to-face co-creation meetings, selection of excellent insurance service personnel, feedback on product problems, etc., and evaluate services and products, or make suggestions. interested users can apply for registration by calling (400-686-0010).
user feedback is a valuable resource. ran wei said that the demand for insurance user services is showing a trend of online, personalized, and managed services, and insurance services must also continue to innovate and upgrade. shuidibao always puts user value first, and with this as a guide, it continues to deepen cooperation with insurance companies. at the same time, it also hopes to introduce more "public juries" to continuously listen to demands, improve service processes, and provide users with better products and services.
▲ran wei, partner of shuidi company and general manager of shuidibao.
at the meeting, shuidibao also announced the three good service honor awards, with a total of 14 insurance companies winning the "best product of the year award", "best service of the year award" and "best claims of the year award". in addition, shuidibao invited user judges to jointly select the "three good service stars of the year", covering service personnel in the entire process of insurance planning, claims, underwriting, quality inspection, etc.
shen peng said: "deep roots lead to lush leaves, and a long source leads to a long river. waterdrop's core strategy is to focus on user value, clarify the direction of business investment based on real user needs, put resources on projects that can truly enhance user value perception, and use user value to drive the realization of commercial value and social value. in the future, waterdrop hopes to work together with all partners to serve users well and protect hundreds of millions of families."
editor: zheng weibin
proofread by zhang yanjun
