Insurance settlement streamlined by technology

Tracy Li
Through big data, artificial intelligence and customer service robots, ZhongAn Online has made its business operations faster and more efficient.
Tracy Li

Thanks to digital adoption, customers in China are enjoying faster and more convenient claim settlement services with insurance underwriters, according to an industry report.

In the first half, the online application ratio of its health insurance claims service reached as high as 91.4 percent, ZhongAn Online P&C Insurance said.

Through big data, artificial intelligence technologies and customer service robots, the insurance company has streamlined its business operation. Users can receive insurance consultations and make claims on their mobile phones.

From January to June, the insurer’s intelligent customer service robots served 2.35 million policyholders and offered advice services more than 8 million times for users.

Leveraging its Nova Technology intelligent commercial insurance platform and with authorization from customers, ZhongAn has gained direct connections with medical information databases, which enables it to provide users with more convenient and efficient claim settlement experiences.

According to the report, the settlement time of health insurance claims via direct connection services averaged just one minute in the first six months.

The top four areas with health insurance claims are Shanghai, Guangdong Province, Jiangsu Province and Beijing. People between 25 and 44 account for nearly half of all claims.

Respiratory infections and malignant tumors are among the conditions with the highest incidence, the report noted.

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