Tianjin Branch of Fude Life Insurance strives to improve the quality of inclusive financial services to help “silver-haired people” move towards a “enjoyable old age” life
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“See a doctor online, apply for a card without contact, settle claims with one click…” The birth of the Internet has made people’s lives more convenient. The number of Internet users in my country has exceeded 1 billion, and the Internet penetration rate has reached 71.6%. In the era of rapid digital growth, helping “silver-haired people” catch up with the times not only tests the precision of business management, but also reflects the temperature of society. Funde Life Insurance relies on technology empowerment as its strategy and has made many upgrades in traditional financial services. It has launched “video security”, online + offline linkage “palm security”, and smart counters, etc. Technology-enabled service projects create an elderly-friendly digital environment. With the technical support of the head office, Fude Life Insurance Tianjin Branch has launched a variety of age-appropriate services to help “seniors” bridge the “digital divide” and share the beauty of inclusive financial services and digital life.
Counter business processing
for the elderlyuserMy favorite counter business handling model is Fude Life InsuranceTianjin BranchFully respect customers’ usage habits, specially designed for the elderlySet up a dedicated window for the elderly, publish self-service equipment operating instructions in large fonts, and provide commonly used medicines, reading glasses, blood pressure monitors and other convenience items. At the same time, special love seats are added to protect the health of elderly customers while providing financial services. .
Pay attention to the cabinet needs of elderly users,Fude Life InsuranceTianjin branch provides diversified service content,“One-stop” processing of contracts, preservation, claims and other services, with “no information, no waiting, no need to fill out forms” during the processing process, effectively improving the experience of elderly users.
also,companyThe use of multiple risk prevention and control methods such as face recognition, ID reading at the counter, and SMS verification has greatly improved risk control capabilities and provided services for the elderly.ofFund security is guaranteed.
Video preservation
For the elderly who cannot visit the counter in personuser,Fude Life Insurance Tianjin Branch provides online“Video preservation” service includes handling insurance surrender and maturity payment (including transfer authorization business). Customers only need to fill in the business application information and mail the information to the company’s counter via express delivery, and the company’s service staff will provide customers with one-on-one video manual service guidance. During the video process, the branch used intelligent technology to control risks, ensuring that relevant security services were handled according to the true wishes of customers, effectively solving problems such as difficulties in handling security services for elderly users, allowing elderly users to handle business with peace of mind without having to visit the counter in person.
Exclusive counter
“Smart Counter” is another new form of Fude Life Insurance that actively implements technology empowerment strategies and services to help deepen transformation. It was launched on a pilot basis in 2020 and is now mature and put into use. Transform from traditional “physical counters” to “mobile counters”, break the limitations of the service office platform, shorten the distance with customers, provide more flexible and convenient services to elderly users, and greatly improve the overall operation efficiency and efficiency of the counter. Customer service experience. It involves various service modules such as contract, preservation, and claims settlement, and has comprehensive functions. All the services involved can be completed online, effectively achieving “no information, no waiting, and no need to fill out forms.” Customer satisfaction is our 100% motivation. When the integrated tellers step out of the counter and provide services to customers from a distance, it is truly “customer-centric.”
Technology empowerment
In order to ensure the effective operation of various scientific and technological services, Fude Life Insurance Corporation provides important support.
Experts on duty: The underwriting and claims department of the head office has successively opened green service channels for underwriting, preservation, and claims settlement to provide elderly customers withA series of convenient services such as underwriting and claims experts on duty 24/7, online and telephone self-service security, and self-service online claims. At the same time, operational experts are arranged to be on duty, focusing on solving urgent, high-value, complex and important cases outside normal working hours.
95535hotline:Considering that telephone calls are the main means of communication between the elderly and insurance companies, Fude Life Insurance has set up a dedicated manual service line and dedicated team service for the elderly. Elderly users can use the phone number within the system to call the hotline.95535 hotline, you can reach the manual hotline directly without pressing a button.
Care model: In addition, Fude Life Mobile ExhibitionThe APP has launched a “care mode” function to optimize the system interface interaction and provide services such as “one-click help” and “large character display” for the elderly, making key information easy to read and main functions easy to find, helping elderly customers to easily enjoy safety and security. Convenient smart services.
financial evangelism
In addition to online efforts, Fude Life Insurance Tianjin Branch also attaches great importance to improving the quality of offline services, and helps the elderly by combining online and offline services.“Retirement care” moves towards “enjoyment of old age” life. Tianjin Branch attaches great importance to financial education for elderly customers. Company employees go deep into the community to popularize anti-fraud, preventing illegal fund-raising, financial consumer rights protection, and anti-counterfeiting knowledge to the elderly in plain and easy-to-understand language. We explain typical anti-fraud cases and anti-fraud APP usage tips to help elderly users improve their risk awareness and collect their “retirement money”. It also actively promotes and shares the company’s “Insurance Classroom” and E-service videos, and uses animation videos, short videos and other promotional methods that are easy to reach the elderly group to push insurance education knowledge to consumers so that they can use it, know how to use it, dare to use it, and want to use it. Use intelligent services to enhance the understanding and trust of Internet technology among the elderly.
Fude Life InsuranceTianjin BranchUnder the guidance of technology empowerment and service empowerment strategies, we will continue tooptimizationAging-friendly insurance services,promote“Serving temperature”, increasing “happiness thickness”,Strive to bring a full range of aging-friendly services to every elderly personuserin life,Comprehensively improve the quality of inclusive financial services.
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