Internet insurance ＂sinks claims offline＂： Water Drop Insurance opens an offline joint compensation pilot in Beijing.

According to the Insight Report of Insurance Market Segments released by the User Research Center of Shuidrip Insurance, more than half of users are willing to buy all insurance products on the Internet platform, and "claim", "product" and "brand" are the three most important aspects for users. This processing compensation includes "the authenticity of claims" and "claims service".

Some interviewed users said: "It is very convenient to buy insurance online and the communication is very efficient. However, in case of complicated situations when making claims, I still hope to have professional and reliable guidance, and it is better to take a trip offline. "

In order to solve the pain points of users’ claims, Didi Bao has continuously optimized its own assistance claims system. In September this year, it launched the "Water Drop Assistance Compensation" to comprehensively upgrade the compensation assistance service, helping users to compensate quickly and let users feel at ease.

It is worth noting that, in order to further enable users to have a better claim experience, the pilot project of offline assistance claims was officially launched in November this year, and the first city was selected in Beijing. At present, the first user who used the offline compensation service has received the claim payment, and a number of compensation cases are being promoted.

Get through the last mile of the compensation, and the water drop will help the compensation to expand the service to the offline.

In September this year, Didi went online to help compensate, and the eight co-compensation services were comprehensively upgraded. The platform assisted the comprehensive coverage of claims services-1) helping to intelligently summarize information; 2) help the initial judgment of responsibility; 3) help to speed up the aging; 4) help the elderly; 5) help to deal with disputes; 6) Help protect rights reasonably; 7) help risk review; 8) Help to customize on demand. In addition, the four tools of "Claims Help Card, Hospital Help Check, Claims Data Manager, and Help the Old to Pay Claims" have been launched to enhance the self-service claims experience for users.

According to the person in charge of the water drop compensation, after the online water drop compensation on the platform, the user experience has been greatly improved. Some users feedback that "these tools and services have enabled them to learn a lot about claims, and they are no longer unfamiliar with claims, and the efficiency of claims has also improved".

At the same time, the platform also found that some users are affected by various factors and have a strong demand for offline compensation. Most of these users are "elderly people, people who are lack of energy after illness and danger, and people who can’t understand the rules of applying for claims and can’t complete data collection for various reasons" and so on.

In order to get through the "last mile" of co-compensation, the pilot project of offline assistance for compensation was launched, and the first city was selected in Beijing.

The person in charge of the water drop help compensation said: "We cooperated with the company’s offline broker team to sink the claims offline, and provided online and offline linkage assistance claims service for users who have the demand for offline compensation services and the initial judgment of the case meets the pre-audit standards of insurance companies. The first pilot city is located in Beijing. Offline compensation is an important service for water droplets to help pay compensation in the next 2-3 years. In 2023, our offline compensation service will gradually expand to Wuhan, Shenzhen, Xi’ an and other cities. "

Implement "online? Offline linkage mode, offline compensation makes users more "specific" about the platform.

The phrase "claims are difficult and slow" cannot fully summarize the anxiety and helplessness of users when making claims. In this regard, Mr. Wang who lives in Beijing has a deep understanding.

Mr. Wang had an unfortunate cerebral infarction in 2021. After being rescued, he remembered that he had an insurance policy and contacted the insurance company with a try attitude. However, due to the serious illness at that time, the treatment also made him exhausted, and it was impossible to collect the claim data, so the claim was put on hold. When Shuidibao paid a return visit to users this year, Mr. Wang mentioned that "he had a cerebral infarction last year, but he didn’t know how to make a claim, so he didn’t pay for it." The returning visitor of Shuidibao immediately transferred Mr. Wang to the claims department for assistance.

Xiao Gao, a compensation consultant for Shuidi Gang, initially judged that Mr. Wang met the compensation rules according to the insurance policy and the information he had. He contacted Xiao Zheng, an offline agent in Beijing, and synchronized the sorted list of claims to Xiao Zheng. After Xiao Zheng visited Mr. Wang’s home, he found that Mr. Wang’s medical record was missing, and the payment bill was mixed with various payment receipts of other family members, which could not meet the requirements of this application. Then, Xiao Zheng accompanied Mr. Wang to the "beijing jishuitan hospital" where he went to see a doctor at that time, ran to many departments, printed all the information needed for claim settlement and sent it back to Xiao Gao. Xiao Gao initially judged that the information was complete. After communicating with Mr. Wang through Xiao Zheng, he filled in the information on behalf of Mr. Wang and completed the online report.

During the waiting period after submitting the information, Xiao Zheng visited Mr. Wang on behalf of Shuidi Bangbang to explain the related matters of claim settlement. Mr. Wang has no social security, and if the result is that he can compensate, he will also pay 60% of the compensation after deducting the deductible according to the contract. This makes Mr. Wang know fairly well. Due to the professional and sufficient preparatory work, the insurance company quickly started the investigation and review process. On November 8, Mr. Wang received a notice of closing the case and was awarded 95,000 yuan. At this point, Xiao Zheng made an interpretation of the claim report for Mr. Wang.

After receiving the claim payment, Mr. Wang customized a banner to give it to Shuidi to help pay for it in order to express his gratitude. Mr. Wang said: "Many people are prone to’ confusion’ in claims settlement. I am very grateful to the water droplets for helping me compensate and helping me solve my difficulties with practical actions! "

(Legend: Mr. Wang and the agent under the drip insurance line)

The person in charge of the water drop help compensation said: "For users, opening the offline compensation service can better help them complete the claim application and solve the claim problem. For the platform, online and offline linkage compensation can make users’ perception of the Internet insurance brokerage platform more concrete, thus promoting users to establish a long-term trust relationship with us. In insurance services, claims service is a very important part. Water droplets will continue to optimize the co-compensation service system and strive to give users a better claim experience! "