Claims service is the best business card of an insurance company. Since its establishment in 1996, NWIC has paid out 14.44 million claims, paid out 63.4 billion RMB, and won a number of claims honors. 11.7 billion RMB was paid out in 2020, with an average of more than 32 million RMB paid out every day. With the brand characteristics of "fast claim settlement and excellent service", NWI insists on starting from the customer's needs, and the average time from application to case settlement is 0.46 days, and the 5-day case settlement rate for small claims is over 99%.
Quick Response, Proactive Claims Settlement
The most important experience for customers is the quickness of claims settlement service. As early as 2010, NWS took the lead in the industry by launching the door-to-door mobile claims signing service, truly realizing that customers do not need to leave their homes to handle their business. With the popularity of smartphones, NWI advances with the times and fully launched personal WeChat self-service claims in July 2019, which allows customers to apply for claims online 24/7, and the progress and conclusion of claims can be inquired at any time.
Health is the foundation of all happy lives, and disease often consumes all the accumulation. NWS launched the "Critical Illness Sympathy First Claim" service, which allows customers suffering from critical illnesses to receive door-to-door sympathy and professional claim guidance at the first time, with "three-one" quality services, and alleviates the financial pressure on customers' medical treatment through fast payouts. As of the end of 2020, the fastest time from application to closure of the service is only 23 minutes, which truly reflects the warmth of the service of "first compensation for serious illnesses, no worry about the treatment".
In the face of major emergencies, NHI responds quickly and takes the initiative to settle claims, reflecting the responsibility of a large insurance company. By the end of 2020, NWS had launched a total of 1,223 major emergency responses, proactively identified 1,266 customers, paid out 503 people, and paid out more than 37 million yuan in claims.
At the beginning of 2020, in the face of the sudden Xin Guan epidemic, NHI's "service was uninterrupted and efficiency was not compromised". Claims personnel were on duty 24 hours a day to assist customers with their claims. A number of protection initiatives involving products, business and services were fully implemented, and in 2020, 115 claims related to XKP pneumonia were completed, with more than 12 million yuan paid out. These heavy figures highlight NWCL's service beliefs and practices.
Professional Team, Quality Service
"Finding reasons for customers to pay claims" is NWCL's claims philosophy. In order to continuously improve the quality of claims service, NWS joins hands with internationally renowned reinsurance companies to strengthen the professional training of the two checking personnel, and shapes the two checking expert team from professional skills to service standards.
At the same time, NWCL introduced the external expert consultation system to strengthen the accuracy and authority of the claim conclusions, so that "finding reasons for customers to pay claims" can be transformed from a slogan to a real service action.
The NWCL has been building quality services through its quality team and tapping into the value of claims through innovative tools. 2016 saw the launch of NWCL's annual report on claims service, the first of its kind in the industry, which allows customers to visualize the significance and utility of insurance in terms of claims data, and strengthens their trust in the function of insurance protection. 2018 saw NWCL launching its first-ever "Claims Integrity Bill", which is the first time that NWCL has put its claims data on the Internet. In 2018, NHI also introduced the industry's first "Claims Integrity Bill", which focuses claims data on each marketer for the first time, and allows business partners to identify their own service weaknesses by comparing a number of indicators. And customers can also choose the policy service staff with excellent service and good quality through the service effect presented in the bill.
Technology-enabled, efficient claims
Technology-enabled claims is a new proposition given to claims service by NWS. In recent years, NHI has cooperated with external service providers to realize the direct data connection with medical institutions and to support the non-documentary claims in medical scenarios, which really realizes the convenient service of "letting the information run more, letting the customers run less". The company has further upgraded its services to realize the direct payment service for some of the business that can be claimed upon discharge from the hospital.
In order to guard every customer's premium and make every claim a real service to customers, NWS has established an intelligent anti-fraud model through the integration of big data, cloud computing, artificial intelligence and other insurance technologies, and built a technological firewall for claims to make claims faster and more secure. In the front-end of acceptance, face recognition identity authentication technology has been adopted, so that claims with forged identities have nothing to hide. At the backend of the business, various risk control models are used to monitor and warn of business quality. In addition, through the introduction of intelligent claims, alternative personnel processing, to enhance the efficiency of claims, by the end of 2020, the AI claims automation rate is close to 50%, and the 5-day settlement rate of small claims of less than 5,000 yuan is more than 99%.