Ping An Property & Casualty Tianjin Branch: Focusing on the needs of elderly customers with disabilities and implementing inclusive finance promotion work
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In recent years, Ping An Property & Casualty Tianjin Branch has continued to thoroughly implement the spirit of important documents such as the General Office of the State Council’s “Notice on Effectively Solving the Difficulties in Using Intelligent Technology for the Elderly” and other important documents, focusing on strengthening the concept of financial services for the elderly and disabled customer groups, starting from the basics We have taken multiple measures in terms of facilities, service processes, and popularization of insurance knowledge to further solve the pain points of elderly and disabled customers in purchasing insurance, changing policies, handling claims, and other business processes.Take practical actions to actively provide more considerate, comprehensive and convenient insurance services to elderly and disabled customer groups.
Warm service facilities improve the financial experience of elderly and disabled customers
In terms of the implementation of hardware facilities,Ping An Property & Casualty Tianjin BranchBuild “two channels”: barrier-free channels and green service channels; improve “two sets of facilities”: loving service facilities and self-help facilities for the elderly to provide a warm service environment for elderly and disabled customers.
In order to meet the bank card and cash usage habits of special groups and continuously improve the convenience and satisfaction of payment services, our company’s business outlets provide POS machine card swiping services and promise to collect cash. The stores are equipped with banknote detectors and have change prepared for payment. Various customer service terminal equipment in business outlets are equipped with enlarged font usage interfaces to realize large-font display, and customer service staff provide one-on-one guidance to facilitate the use of elderly customers.outletsWheelchairs, crutches, reading glasses, magnifying glasses, first aid kits and other supplies are also provided for elderly and disabled customers. In hot summer and cold winter, hot drinks and heatstroke prevention and cooling supplies are also thoughtfully prepared.
Financial services are attentive and actively implement the heart-warming project of “Finance for the People”
Ping An Property & Casualty Tianjin Branch focuses on the 24-character policy of “multiple channels, zoom in, simple procedures, special area, multi-care, strong reminders, publicity, and evaluation”. First, it carries out related activities such as respecting the elderly and helping the disabled to eliminate the gap in the use of smart devices. ; The second is to truly embody humanistic care. For the elderly and disabled customer groups who have no source of income for personal injury claims, the nursing fee and nutrition fee will be increased appropriately to ensure that the service is more caring and responsible; the third isDevelop service emergency plans and special channels for complaint acceptance, and the system automatically identifies customer groups to ensure that elderly and disabled customers have system prompts, channels for consultation, and emergency events are orderly, so as to ensure timely response and smooth channels; fourthly,New financial consumer rights protection, insurance knowledge promotion, etc. have been added, which greatly meets the daily financial service needs of the elderly.
A few days ago, an aunt who was nearly sixty years old came to the branch’s Binhai store with a yellowed policy. After the teller Guo Songying welcomed the aunt into the elderly service area, a savings fixed-amount policy underwritten in 1993 jumped into view. Due to time, Long ago, coverage details were not easy to determine at that time. Seeing the helpless look in her aunt’s eyes, Guo Songying took the initiative to explain the situation. First, she consulted the headquarters through the product department to determine the ownership of the business, and then assisted in calling the customer service number of the company where the business belongs to help inquire about the policy status, address, phone number, and materials needed to handle the business. He also planned the travel route and transportation to the business address, and recorded the above information in detail on a piece of paper and sent it to the aunt. The aunt was very touched and thanked her profusely. A thank you contains the “warmth” of Ping An’s customer service.
Zhang Yukun, a claims adjuster at Ping An Property & Casualty Insurance Tianjin Branch, received a report of a traffic accident. When he arrived at the scene, he did not see the injured person. The injured person was described as an old man and had been sent to the hospital without leaving any contact information. Due to the accident, the car owner had a family emergency and needed to leave the scene as soon as possible. In order to buy time for the customer, Zhang Yukun quickly contacted the transportation team to obtain the elderly man’s information and the case history. After learning that the elderly man was an empty-nest left-behind man, he explained the claim settlement procedures and let the customer leave first. In subsequent cases, Zhang Yukun actively contacted the elderly and visited the elderly’s home many times to understand the injury and recovery progress. Because the old man suffered from swollen and painful legs and was unable to move and was living on his own, Zhang Yukun used his rest time to visit and negotiate compensation matters. The sincere attitude and considerate service won the trust and recognition of the elderly. The two parties quickly reached an agreement and the case was closed on the spot. The old man said: Ping An is a good company that sincerely serves the people. Although my children are not around, Ping An is a strong supporter behind me.
Too many cases in daily work tell the story of leaving no one behind on the road to inclusive finance, allowing the elderly and disabled customer groups to have a greater sense of gain, happiness, and security in financial services.
In the next step, Ping An Property & Casualty Tianjin Branch will also continue to focus on high-frequency financial service scenarios for elderly and disabled customers, take multiple measures to continuously strengthen service awareness, understand the protection needs of elderly and disabled customer groups, continuously optimize and upgrade services, and increase Invest efforts to support the “stable happiness” of elderly and disabled customer groups with practical actions.
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