China Life Insurance’s Xinjiang Branch has achieved remarkable service improvements through its innovative police-insurance linkage mechanism. This collaboration has led to a 30-minute reduction in average rescue wait times, an 80% decrease in the number of documents required for claims, and a 50% streamlined accident handling process. These enhancements significantly improve the efficiency and convenience of claims processing for customers.
Digital Integration Drives Innovation
Since June 2024, China Life’s next-generation system has been integrated with traffic management big data, enabling seamless and efficient operations. Real-time data sharing synchronizes 127 data fields with the “12123” traffic platform, ensuring that information is up-to-date and accurate. The closed-loop processing system allows for video liability determination, online loss assessment, and instant compensation, creating a seamless experience for customers. Since the launch, over 36,700 customers have been served, with an average of 135+ customers benefiting daily.
On-the-Ground Collaboration
China Life has implemented several initiatives to enhance on-the-ground collaboration. Over 70 joint office centers have been established across Xinjiang, including in Kashgar, where insurers and traffic police co-process cases. These centers facilitate efficient and coordinated handling of claims. Additionally, 57 cross-trained “police-insurance specialists” have been deployed across 19 branches to provide expert support. The company also operates 95 branded survey vehicles, ensuring urban arrival within 30 minutes for rapid response to incidents.
Future Expansion
Looking ahead to 2024-2025, China Life has ambitious plans for further expansion and innovation. The company aims to extend its services to the Xinjiang Production and Construction Corps, with pilot programs in Divisions 1, 8, and 14. This military-civilian integration will broaden the reach of the initiative. Technological upgrades are also on the horizon, with AI-assisted damage assessment set to roll out in Q3. Additionally, driver safety education programs will be added to the initiative, focusing on prevention and risk mitigation.
Transformative Impact
“This model transforms insurance from passive compensation to active risk mitigation,” said a branch spokesperson. The initiative has achieved notable results, reducing fraudulent claims by 18% and cutting operational costs by ¥2.3 million annually. This blueprint for efficiency and innovation is now being adapted in other regions, including Sichuan and Inner Mongolia.
By merging public safety resources with insurance expertise, China Life demonstrates how strategic partnerships can enhance both customer experience and social governance. This initiative not only improves the efficiency of claims processing but also contributes to a safer and more resilient society.
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