In the beginning of 2020, Ping An P&C officially launched its AI-based One-click Auto Insurance Claims solution for auto insurance customers on the Ping An Auto Owner app, thus enabling online claim settlement anytime and anywhere. The solution provides 67 functions in four categories: Online Claims, AI Processing, Interaction and Customer Education. The key functions include: auto insurance reporting, a visual case progress tracker, AI-based smart damage assessment, smart claims robot, repair garage recommendation, claims reporting training games and extended claims services.
1. Online Claims
① Users can report by text, voice, video or instant messaging (IM) . Customers only need to answer a few simple questions to complete the auto insurance claims reporting, after which claims handlers will be assigned quickly to deal with the cases.
② Customers are guided online through the end-to-end process. The transparent claims process enables customers to track case progress online at any time, and complete operations such as taking photos, uploading claims material uploading, signing authorization agreements, booking garage appointment and evaluating the service.
③ We offer six extended claims services for car repair, medical treatment and emergency rescue. Ping An P&C constructed precise customer profiling through a decision engine to provide differentiated claims services and improve customer experience.
2. AI Processing
① AI-based smart damage assessment: For simple surface scratches, an AI-based smart camera will automatically capture the damaged parts on the vehicle. Then the image recognition model identifies the degree of damage, and the system automatically issues a repair plan and evaluates and approves the repair cost according to the garage selected by the customer.
② Smart claims robot: the robot has four capabilities: reply to questions raised by customers (Q&A), customers reminders, smart query and supporting simple operations:
Consultancy Q&A: We’ve built a claim knowledge base which includes about knowledge about case handling, product function, insurance terms and automobile knowledge. With a deep learning algorithm, the robot can accurately identify customer claims questions and solve 95% of the problems raised by customers without human intervention.
Customer reminders: The model can automatically trigger reminders to customers when they have not completed key actions required in the claims process, including cancelling cases, uploading accident photos, completing documents, signing authorizations and evaluating services.
Smart query: A neural language model can identify the user intent from an online query and provide relevant information. Through dialogue with the robot. Through dialogue with the robot, users can check case progress, premium impact and other information in 18 scenarios of claim settlement.
Simple operations: Simple tasks are handled directly through dialogue with the robot. Complicated tasks are directed and distributed to pages of corresponding scenarios through intent recognition, after which users can complete the online claims directly on the page.
3. Interaction
The solution enables communication between the client and the loss adjuster during the claim settlement process via one-click calls through the Ping An Auto Owner app, as well as texts, pictures, audio calls and video calls. Video calls between the client and the loss adjuster help complete the loss assessment process remotely, greatly reducing turnaround time.
4. Customer Education
① Claim settlement simulation training: Car owners can experience claim settlement of unilateral and bilateral accidents and learn about safety measures at the accident location in simulated scenarios.
② Live streaming of claim settlement tips: Users can access live streaming sessions on frequently asked questions concerning loss assessment and car maintenance with experienced loss adjusters, local traffic police and 4S (sales, service, spare parts and surveys) store representatives. The session topics include demonstrations of the loss assessment process and the self-service claims process, car maintenance, traffic safety and traffic laws, and emergency measures to take when the car is traveling in high-speed tunnels or under unfavorable weather conditions.
③ Interactive voting: Customers can submit questions about claim settlement through online and offline feedback so Ping An can identify common questions for customer education. Through discussions or polls on claim settlement, safety traveling, traffic laws and responsibility assessment rules, car owners can learn more about claim settlement and increase their safe driving awareness.
④ Disaster alerts: By connecting to weather reports, the solution sends out alerts on disasters that affect driving. Alerts can include information such as disaster level, scope of impact and time. The system also provides guidance to help car owners avoid disaster areas through texts, pictures, cartoons, videos and live streaming to enhance safe driving and reduce personal loss.
⑤ Claim settlement encyclopedia: The encyclopedia covers information including claim settlement guidance, types of car accidents and Q&As with experts. It also covers information on general policy, bilateral accidents, accidents with injuries and major accidents, daily car use, claim settlement terms, auto insurance premium reform and car maintenance.
