As a typical "immigrant city", Shenzhen has a large number of new citizens, a complex composition and a wide range of people. In recent years, how to let the migrant workers in Shenzhen have more peace of mind and more protection in their struggle has become the unremitting pursuit of the Shenzhen branch of Chinese Life Insurance Co., Ltd. (hereinafter referred to as "Chinese Life Insurance") in the field of new citizen insurance services.
Chinese Life Insurance Shenzhen Branch has always attached great importance to the insurance service work of new citizens, and by focusing on the more diversified and differentiated insurance service needs of new citizens, giving full play to the advantages of the main business of insurance, focusing on product promotion and service upgrading as the breakthrough point, it is committed to contributing to the improvement of insurance protection level for new citizens in Shenzhen.
In-depth promotion of new citizen services to take root
New citizen service is an important content and important measure to deeply implement the decision-making and deployment of the Party Central Committee and the State Council on "promoting financial supply-side structural reform, meeting people's yearning for a better life, and promoting common prosperity for all people".
According to the requirements of the Shenzhen Banking and Insurance Regulatory Bureau, People's Bank of China and local financial bureaus jointly issued the "Implementation Rules on Strengthening Financial Services for New Citizens", Chinese Life Insurance Shenzhen Branch not only established a special leading group and working group for new citizen service work, specially held a "special meeting on strengthening new citizen insurance service work", studied and deployed relevant work, and quickly issued the "Work Plan of Chinese Life Shenzhen Branch on Strengthening New Citizen Financial Services" to further consolidate responsibilities at all levels and clarify the division of tasks. In-depth promotion of the effective implementation of various work of new citizen services.
Diversified product supply enhances the risk resilience of new citizens
For new citizens absorbed by small and medium-sized micro enterprises, Chinese Life Insurance Shenzhen Branch combines the characteristics of small and medium-sized micro enterprises in Shenzhen to actively promote the "Group List Eight Guarantees" including 8 product portfolios, including China Life Industrial Insurance, China Life Traffic Insurance, China Life Shop Insurance, China Life Home Protection, China Life Xinxing Insurance, China Life Specialized Special New Insurance, China Life Science and Technology Insurance and China Life Extremely Short Term Accident Product Portfolio. The highly targeted, wide protection and cost-effective protection scheme not only becomes a direct embodiment of Chinese Life Insurance Shenzhen Branch's precise drip irrigation of small and medium-sized enterprises with financial "living water", but also greatly enhances the risk resilience of dreamers who work hard in this city, making Pengcheng truly a safe place for new citizens to "flourish their dreams and tolerate their bodies and minds". By the end of 2022, the group single "Eight Guarantees" had provided services to more than 190,000 employees of nearly 7,000 micro, small and medium-sized enterprises in the Guangdong-Hong Kong-Macao Greater Bay Area, with a cumulative insurance coverage amount of nearly 130 billion yuan. In addition, Chinese Life Insurance Shenzhen Branch, as one of the insurance companies participating in Shenzhen exclusive medical insurance, has always taken "government-led, professional operation, guaranteed capital and low profits, and long-term operation" as its purpose, and continued to do a good job in the promotion and service of "Shenzhen exclusive medical insurance/critical illness insurance". By the end of 2022, a total of about 146,000 "Shenzhen exclusive medical insurance" and "Shenzhen exclusive critical illness insurance" were underwritten, providing a total of more than 430 billion yuan of risk protection for Pengcheng residents.
Continuously increase the intensity of old-age security for new citizens
In order to actively respond to the aging of the population, continuously meet the protection needs of the elderly, solve the problem of high risk and lack of insurance for the elderly, and improve the ability of the elderly and their families to resist unexpected risks, since 2016, Chinese Life Insurance Shenzhen Branch has actively cooperated with the government authorities to jointly launch the "Silver Age Well-being Action", which mainly provides accident protection for the elderly over 60 years old in the city.
On the one hand, Chinese Life Insurance Shenzhen Branch provides citizens with comprehensive accident insurance for the elderly with low price and personal self-payment, which not only does not set an upper age limit and does not limit the place of residence of household registration, but also can be flexibly selected in four product plans based on the actual situation, and insured through multiple channels such as online and offline, which is very convenient to operate; On the other hand, we will actively promote the comprehensive accident insurance project for the elderly, so that insurance protection can cover a wider range of elderly groups. As of October 26, 2022, the "Silver Age Well-being Action" has provided a cumulative risk guarantee of about 4 billion yuan for more than 30,000 elderly people in the city, giving full play to the role of commercial insurance service institutions in the social old-age security system, and truly reflecting the win-win situation of government guidance, enterprise benefits, and social benefits.
In addition, in order to implement the important deployment of the Party Central Committee and the State Council on the standardized development of the third pillar endowment security system, Chinese Life Insurance Shenzhen Branch actively promotes the exclusive commercial endowment insurance of China Life Xinxiangbao. The product has the characteristics of simple insurance, flexible payment and stable income, which can not only provide customers with pension annuity, death insurance, disability care insurance and other protection responsibilities, but also rely on the professional investment capabilities of Chinese life insurance companies to bring good investment returns to customers, and has become a new choice for many new citizens to meet their own pension security needs.
Upgrade services to enhance the satisfaction of new citizens
In order to allow new citizens to better enjoy the convenience of life brought by insurance services, Chinese Life Insurance Shenzhen Branch innovates and empowers development, continuously optimizes services, builds a fast channel for new citizen services, and strives to provide customers with "simple, quality and warm" high-quality financial and insurance services.
In terms of basic services, Chinese Life Insurance Shenzhen Branch provides customers with nationwide service for policy business, and solves the problem of long-distance insurance policy services for new citizens in one stop; Upgraded the "Chinese Life Insurance" APP function, and launched 28 self-service inquiry and handling functions for preservation business, such as policy reinstatement, renewal payment account change, policy borrowing, and policy repayment; Launched the "Air Customer Service" project, allowing new citizen customers to "face to face" with tellers without leaving home, and experience a convenient and fast business handling mode; Various "e-core" tools represented by "nuclear trial calculation" and "Mr. Nuclear" have been launched to provide customers with online underwriting services such as pre-insurance program design, pre-underwriting of health abnormalities, and pre-underwriting of large-amount insurance policies. The application of "Underwriting e-Point" realizes one-on-one scenario-based online communication between sales personnel and underwriters during the insurance application process. In terms of claims services, Chinese Life Insurance Shenzhen Branch cooperated with the Shenzhen Municipal Government to innovate a new claim settlement model and launch the "Pengxin Claim" service on the basis of the existing "Claims Direct Payment Service". At the same time as obtaining the financial medical electronic invoice, customers can apply for commercial insurance claims, and realize the service continuation of insurance, medical treatment and insurance claims in one stop. Through the report reminder and service follow-up function, "Pengxin Claim" also upgrades the traditional passive waiting for customers to submit claims applications by insurance companies to actively provide claims settlement services by insurance companies, realizing full coverage of multiple processes such as customer reporting, sales staff visits and condolences, and medical expense data transmission, bringing a more convenient and intelligent claims service experience. Up to now, "Pengxin Compensation" has achieved full coverage of hospitals above grade II in Shenzhen, and has set up publicity service points in 33 hospitals.
In terms of age-friendly services, Chinese Life Insurance Shenzhen Branch has completed the improvement of age-appropriate service facilities and various service means upgrades for all counters under its jurisdiction, including the upgrade of the counter calling system, providing priority services for customers over 60 years old, providing "sit and enjoy" and weekend cash charging services, equipped with reading glasses, magnifying glasses and related first-aid facilities, etc., to facilitate the business handling of elderly customers.
Chinese Life Insurance Shenzhen Branch will adhere to the origin of insurance, continue to research and explore more targeted and inclusive new citizen protection solutions, so that insurance services can reach and benefit more new citizens, effectively enhance the sense of gain, happiness and security of new citizens, and escort the better life of the majority of Pengcheng residents.