In the insurance market, issues such as cumbersome claim settlement processes and complex document reviews have long plagued consumers. To address these challenges, Everbright Yongming Life Insurance has effectively enhanced the claims settlement efficiency for group customers by establishing a full-chain service system of “pre-training + on-site service + online follow-up,” ensuring that insurance services truly meet the needs of people’s livelihoods.
Ms. Zheng, an employee of China Everbright Bank, has a very representative experience. At the end of last year, she attended a “Employee Welfare Program” training session customized by the company for its employees. During the meeting, the claims handler, through projection demonstrations, case videos, and simulation operations, detailed the key links that affect review speed, such as the clarity of uploaded inpatient medical records and the completeness of materials. Before giving birth, Ms. Zheng organized documents like hospitalization certificates and expense lists according to the training content. However, when applying for claims after giving birth, there were still omissions due to the complexity of perinatal documents.
After discovering the missing documents, Ms. Zheng immediately contacted customer service. Mr. Hu, the customer service staff, not only patiently guided her to check the missing items and reprint the documents but also voluntarily offered to collect the documents at her place. After the documents were collected, the operations department opened a fast review channel, and the person in charge checked dozens of documents page by page to ensure the process was correct. This experience truly made Ms. Zheng feel the warmth of the service.
To reduce the risk of data omissions caused by customers’ unfamiliarity with the process, the Ningbo Branch of Everbright Yongming Life Insurance has moved training services forward. Since 2024, it has provided special training sessions for 32 enterprises. Through “hand-to-hand” guidance, it helps customers avoid common problems in advance, transforming claims handling from passive to proactive prevention.
In addition to training empowerment, on-site service has become another important means for the company to enhance the customer experience. The customer service team brought mobile devices to the enterprise to handle the claim application on the spot, guide online operations, and list correction items for incomplete materials. This “one-stop” service model enables enterprise employees to avoid traveling back and forth to insurance companies, effectively addressing pain points such as “the hassle of running errands” and “complicated procedures.”
While optimizing the service process, the Ningbo Branch of Everbright Yongming Life Insurance pays more attention to the personalized needs of special groups. For pregnant and lactating women, door-to-door pickup services are provided. For elderly customers, customer service staff who can speak dialects are arranged to handle the connection to ensure smooth communication.
From the detailed explanations in the training room, to the considerate on-site service connection, and then to the rigorous and efficient review process, the Ningbo Branch of Everbright Yongming Life Insurance has adopted a “sinking down” service attitude, which has earned the trust of its clients “rising up.” In Ningbo, such service practices are reshaping the service paradigm of the insurance industry, bringing insurance back to its essence of “protecting the people,” and providing a beneficial example for building a warmer financial consumption environment.
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