Qianjiang Evening News·Hourly News reporter Wu Enhui and He Huiting "Give me two minutes to explain the matter clearly." Hu Zhenhai, a service specialist at China Life West Lake Yilianbao, said that he still has the information of more than 10 customers on hand that has not yet b

Qianjiang Evening News·Hourly News reporter Wu Enhui He Huiting

"Give me two minutes and let me explain the matter clearly." Hu Zhenhai, a service specialist at China Life West Lake Yilianbao, said that he still has information on more than 10 customers that has not been collected. , the amount of claims to be settled exceeded 80,000 yuan, and some customers hung up the phone because they suspected it was a fraud. "I always ask customers to please listen to me for two minutes when they receive my call."

There are many West Lake Yilian Insurance Service Specialists like Hu Zhenhai, and they all encounter a problem: many insured citizens I mistook the call from the service staff for a scam.

According to the chief underwriter of West Lake Yilianbao and China Life Hangzhou Branch, the optimized claims settlement in the new year has begun, but some of the optimized claims settlements from last year have not been paid out yet, involving 1,775 people, with a total of about 4.1 million claims to be settled. Yuan.

"We have done a lot of work in order to smoothly distribute West Lake Yilian insurance claims, and many customers' money has been obtained. However, we still hope that this work will be carried out faster and the service will be more in-depth, so that the citizens can have more A sense of gain." Zhu Aimin, external liaison of Xihu Yilianbao and deputy manager of the health insurance department of China Life Hangzhou Branch, told reporters.

There are still more than 4 million yuan in compensation to be collected

"Manager Huang from Life Insurance came to deliver the paper policy of Xihu Yilianbao, and also helped me get the second (optimized) claim payment." Speaking of policy Ms. Li's tone was a little excited. Previously, Huang Haiqing from China Life Yilianbao took the initiative to contact Ms. Li and said that due to incomplete information, Xihu Yilianbao’s second (optimized) claim payment could not be transferred to her account.

After Huang Hailing’s patient communication and help in collecting the information required for submitting a secondary (optimized) claim, and actively contacting the company for claim settlement and timely feedback on the claim payment information, Ms. Li finally successfully received a secondary (optimized) claim of more than 17,000 yuan. ) claims settlement.

Currently, Huang Haiqing has delivered more than 60 Xihu Yilianbao policies to customers, and assisted more than 30 customers in handling secondary (optimized) claims. “Seeing clients receiving compensation payments and watching their attitudes change from doubt to gratitude, I feel that this job is still very fulfilling,” Huang Haiqing said.

Zhu Aimin, the external liaison of Xihu Yilianbao and deputy manager of the health insurance department of China Life Hangzhou Branch, told reporters that there are many service specialists like Huang Hailing (service specialists in various counties and cities of China Life Insurance in Hangzhou) who are now in Take positive action, "Our life insurance service team is very hardworking."

In accordance with the spirit of the Hangzhou Municipal Medical Security Bureau to further improve the "West Lake Yilian Insurance" service work, in March this year, China Life's branches in various districts and counties in Hangzhou established professional service teams to provide door-to-door paper insurance policies and on-site presentations. Explain the "West Lake Yilianbao" insurance liability and claim settlement knowledge face-to-face to the majority of insured persons.

"Let customers experience warm service while receiving compensation." Zhu Aimin said.

At the end of March this year, a total of 4,352 insured persons were waiting to receive compensation for optimized claims in 2021, with nearly 15 million yuan in compensation to be collected. After two months of door-to-door services provided by life insurance specialists, the number has now dropped to 1,775 people, worth about 4.1 million yuan. Eight of them will be able to receive optimized claims in 2022.

Customers went from being skeptical to being moved to tears

Some customers were skeptical, which indeed delayed the progress of Xihu Yilian’s insurance and compensation payments, but during the complex communication process, there were also many heart-warming service examples.

Two months ago, I received a call from Ma Hongyu, the service specialist of China Life Benefit Insurance. Mr. Chen from Xiasha said it was impossible because the mother of the insured, Mr. Chen, passed away in November last year. At that time, the medical expenses were reimbursed through Xihu Yilianbao. "How come there is a second claim after more than five months?" Mr. Chen thought it must be a scam call.

Seeing that Mr. Chen was about to hang up, Ma Hongyu hurriedly said: "Can you give me a minute to add a WeChat message? I will send you a screenshot of the claim payment directly for you to take a look at."

Seeing that Ma Hongyu sent a secondary payment of 21,008 yuan (optimized ) screenshot of the claim settlement, Mr. Chen believed that all this was true.After submitting the supplementary information, the claim payment arrived in my account within 3 days. "Thank you very much. If you hadn't contacted me again and again, I wouldn't have known that I had this money." Mr. Chen said to Ma Hongyu gratefully.

Since April this year, Ma Hongyu has handled secondary (optimized) claims for more than 20 customers. She has gone through this process more than once.

"There are too many scam calls now, and I generally don't answer calls from strangers." Aunt Chen from Hangzhou told reporters that one day at the end of March, a number starting with 187 called her several times in a row. She answered the call with a mentality, "The other end of the phone said there was a compensation of more than 20,000 yuan. I can't believe it. How could such a good thing happen?"

The call was from Hu Zhenhai, a staff member of China Life Fuyang Branch. At that time, Aunt Chen was in Shanghai and could not return to Hangzhou due to the epidemic. After confirming that the call was not a scam, Aunt Chen sent the relevant information to Hu Zhenhai via WeChat. Within a few days, more than 20,000 yuan in compensation was paid.

Aunt Chen was very moved when she received the compensation and sent a WeChat message to Hu Zhenhai, saying, "I can't stop crying. You guys at West Lake Yilianbao are so loving."

Although it is often misunderstood, with the efforts of Hu Zhenhai and his colleagues, China Life Fuyang Branch has so far completed secondary (optimized) claim settlement for 58 customers, with a total amount of 371,784.47 yuan.

Tomorrow is the "June 16th China Life Customer Day" and there are many benefits for Hangzhou citizens.

The heart-warming service is still in progress. While vigorously doing a good job in the "West Lake Yilianbao" service work, China Life Insurance Co., Ltd. Hangzhou The city branch has recently launched the 616 China Life Customer Day, giving away multiple benefits. Throughout the second quarter of this year, it will meet customers' diversified insurance consumption and service needs through online platforms and offline activities, and will give back to customers with practical actions to boost Hangzhou's economy. High-quality social development.

In the past two years, in the face of the epidemic, China Life has provided insurance protection for front-line personnel and the people in the fight against the epidemic by donating insurance and extending product liability.

In this series of activities, China Life Hangzhou Branch continues to provide citizens with free new crown extended liability insurance with an insured amount of 150,000 yuan. New and old customers of this gift insurance can receive it. Contact China Life salespersons or directly. You can apply online at any China Life outlet, it takes effect immediately, and the coverage lasts for one year. In addition to the new coronavirus expanded liability protection, the coverage of this complimentary insurance also includes accidental injury death/disability/ burns insurance coverage of 350,000 yuan, and accidental death/disability insurance coverage of 100,000 yuan on rail transit. /Burn insurance coverage, etc.

At the same time, if necessary, for citizens who have previously insured Xihu Yilianbao, China Life, as the main underwriter, can also provide door-to-door delivery services of paper insurance certificates, and explain the terms, responsibilities, claims, etc. of Xihu Yilianbao in person. , let the general public know what is insured and how to compensate.

Previously, Zhejiang Insurance Industry Association launched the "Looking for Survival Benefit Recipients" activity, and China Life Hangzhou Branch also responded actively, awakening "sleeping policies" in various ways, and effectively safeguarding the policy rights of each customer.

Currently, the activity is in full swing. China Life Hangzhou Branch provides customers with survival benefit collection reminder services through telephone return visits, door-to-door visits and other methods. Customers who have changed their contact number or address information after purchasing insurance are requested to contact the insurance company in time. The company conducts information updates.

"Adhere to the origin of insurance protection and contribute to common prosperity through high-quality development of the financial and insurance industry." This is the small goal China Life Hangzhou Branch has set for itself this year. In the next stage, the company will use richer products and better services to consolidate its internal capabilities in refining core services, strengthening scenario-based services, and deepening intelligent services, effectively protecting the legitimate rights and interests of consumers, and assisting high-quality economic and social development. , protect the people's better life.

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