中国人寿保险（集团）公司属国家大型金融保险企业，2019年，集团公司合并营业收入9067亿元；合并保费收入6977亿元；合并总资产超4.5万亿元。其连续18年入选《财富》世界500强企业，排名由2003年的290位跃升为2020年的45位；连续14年入选世界品牌500强，所属中国人寿保险股份有限公司继2003年12月在纽约、香港两地同步上市之后，又于2007年1月回归境内A股市场，成为全球第一家在纽约、香港和上海三地上市的保险公司。数字化转型网szhzxw.cn
中国人寿如何在短时间内迅速生长，成长为国内保险行业的龙头公司？如何发挥自身优势，适应时代数字化节奏？CIO百人会独家专访中国人寿保险股份有限公司集团首席信息技术官赵峰， 就数字化转型实践、方法等进行深入探讨。
一、【关于个人】数字化转型网szhzxw.cn
刘晶：赵总从事保险工作超过20年，拥有丰富的从业经历和扎实的专业功底，又是中国人寿信息化的推动者和参与者，请您和大家分享一下您的从业感受和经验吧？数字化转型网szhzxw.cn
赵峰：过去的三十年是中国金融保险行业信息化快速发展的时期，个人非常有幸经历了整个过程，从早期的操作电脑化、流程电子化到业务系统大集中、数据大集中，从“互联网+保险”到“金融科技+保险”，再到目前的全面线上化、数字化转型。回首这些年的信息化工作，感受很深，概括起来，有三点体会想和大家分享：数字化转型网szhzxw.cn
1、科技是推动保险行业发展和变革的重要原动力
保险行业作为重要的金融服务业，技术一直是行业发展的重要驱动力。国内外保险公司不断尝试移动互联、人工智能、大数据、物联网、区块链等新技术在产品、销售、承保、理赔、客服、风险管理等领域的应用，取得了明显的成效。
近年来，全球保险业掀起了数字化转型的浪潮，各类保险科技应用如火如荼，随着科技手段对保险公司业务处理流程、日常运营过程的全面渗透，降低了运行成本、提升了业务效率、改变了服务方式，并且不断推出碎片化的、可灵活组合的保险产品。数字化转型网szhzxw.cn
随着社会全面数字化，保险行业正在利用新技术实现“保险+技术+服务”的商业新模式。例如针对智能家居、智能穿戴设备，覆盖更多可保利益，扩大保险责任，提供健康管理、居家养老服务等。数字化转型网szhzxw.cn
由此看见，科技正在从运营、产品、商业模式等维度对保险业进行重塑，科技与保险的融合不仅仅体现为赋能与创新，更体现为助推变革。
2、科技是保险公司核心竞争力的关键要素数字化转型网szhzxw.cn
各家保险公司处于高度竞争的市场环境中，要想基业长青，必须要有自己的竞争策略和核心竞争力。根据“竞争战略之父”迈克尔·波特的理论，总成本领先战略、差异化战略是最常见的竞争模式。如何获得成本领先，如何实现产品和服务的差异化，科技可以发挥关键作用，对于保险行业先进主体而言，科技已经逐渐成为核心竞争力的关键要素。数字化转型网szhzxw.cn
利用流程机器人、线上自助服务、自动化、智能化的科技手段，保险公司可以大幅度减少物理网点、客服坐席、内勤人员，节约人力成本、提高工作效率，从而实现成本领先。数字化转型网szhzxw.cn
利用大数据、认知计算等先进技术，基于数据、算法、算力取得的突破，保险公司对客户及其需求更加了解，通过各种各样的标签对客户进行分群，预测续保及交叉销售的成功概率，提供针对性的产品及服务，支持精准营销与贴心服务的结合，从而实现差异化竞争。数字化转型网szhzxw.cn
3、科技与业务、场景深度融合才能更好地发挥赋能、引领作用
科技是手段，业务是根本，场景有需求，科技需要与业务、场景紧密融合才有价值体现。保险公司的科技工作一定要扎根业务，深入解决业务的难点痛点，才能发挥赋能、引领作用。数字化转型网szhzxw.cn
科技的作用分为支撑、赋能、引领三个层次，支撑作用主要体现为业务运营的工具、平台，是工作流程、模式、成果的电子化、无纸化、数据化、规则化，而赋能和引领作用主要体现为业务发展的助推器、引擎，科技要促进业务的发展，必须在场景中解决客户需求、提升客户体验，并且融入生态。
以中国人寿信息化发展的历程为例，科技的作用逐渐从过去的支撑运营演变为全方面赋能，进而体现科技引领。科技部门的价值也从技术服务升级为技术引擎。
二、【回顾与现状】数字化转型网szhzxw.cn
刘晶：现在，各个行业都在进行数字化转型，您觉得保险行业与科技融合的驱动力是什么？
赵峰：保险行业与科技融合的驱动力来自多个方面。数字化转型网szhzxw.cn
首先是保险行业高质量发展的要求。党的十九大提出，我国经济已由高速增长阶段转向高质量发展阶段，中央经济工作会议又进一步强调，高质量发展是我国经济发展进入新时代的基本特征。可以说，推动高质量发展已经成为当前和今后一个时期经济领域发展的共识，保险业亦是如此。保险业高质量发展是指保险业的发展不仅表现为规模的增加，更重要的是表现为质量和效益的提高，这就要求各家保险公司由传统粗放式的人员扩张、机构扩张转向科技赋能、创新驱动。
其次是新技术的不断涌现及推广。人工智能、大数据、云计算、物联网、区块链为代表的新一代信息技术在近些年获得突破发展，全面渗透到众多行业领域，在保险业也得到了加速推广应用，赋能保险经营管理，逐步改变着保险行业生态格局的发展历程，也不断触发商业模式、服务模式变革。数字化转型网szhzxw.cn
然后是科技公司与互联网巨头的跨界竞争。随着拥有互联网基因和技术优势的科技公司不断涌入保险市场，传统的保险经营、销售、理赔、服务模式受到了很大的冲击，保险公司有很大的压力和动力尽快借助科技的力量实现自身的数字化转型，直面市场的激烈竞争，避免在数字化的浪潮中落伍掉队。
刘晶：近年来，中国人寿深入实施“科技国寿”战略，全面推进科技化创新，成效显着，您能简单介绍一下中国人寿的“科技国寿”战略吗？以及发起这个战略的初衷和构想吗？数字化转型网szhzxw.cn
赵峰：中国人寿集团作为大型金融保险企业，顺应全球金融行业数字化转型浪潮，结合集团发展实际，提出了“科技国寿”战略。
“科技国寿”战略是中国人寿集团的核心战略之一，发起这个战略的初衷就是为了充分发挥科技的赋能和引领作用，助力中国人寿实现“国际一流金融保险集团”的愿景。
其构想就是全面实施中国人寿数字化战略，加快推进数字化转型，实现客户体验数字化、运营管理智能化、管控模式平台化，全面提升大数据运用能力，深入实施人工智能应用，努力打造国际领先的“以客户为中心、以数据为依托、以智能为引领、以生态为方向”的数字化金融集团。数字化转型网szhzxw.cn
刘晶：“科技国寿”战略的愿景是什么样的？实施路径是怎样规划的？目前的进展情况怎么样了？数字化转型网szhzxw.cn
赵峰：“科技国寿”战略是整个集团及各个成员单位科技工作的纲领和指南，其愿景就是深入贯彻“数字中国”战略部署，抢抓数字经济发展新机遇，抢占未来竞争制高点，以客户需求为导向，以高质量发展为引领，全面实施数字化战略，加快推进数字化转型，以数字化推动质量、效率、动力三大变革，以三大变革推动服务、科技、价值三大转型，全面提升客户体验、发展质量和市场竞争力，努力打造国际领先的数字化金融集团。数字化转型网szhzxw.cn
根据总体规划，中国人寿集团提出了“网上国寿”、“智慧国寿”、“数字国寿”的“科技国寿”发展之路，目前正在全面推进“科技国寿（2019-2021）”三年行动方案。
根据集团的统一部署和要求，集团下辖的寿险、财险、广发等单位分别拟定了各自的数字化转型工作方案和“科技国寿”三年行动方案，梳理了关键行动和评价指标，通过全面实施数字化战略，加快推进数字化转型，实现客户体验数字化、运营管理智能化、商业模式生态化，已经取得了一系列成果。无论是各单位的业务发展水平，还是科技应用水平，无论疫情初期的快速应对，还是疫情常态化后的复工复产，“科技国寿”建设成果都得到了充分的体现。数字化转型网szhzxw.cn
刘晶：今年是“科技国寿建设三年行动方案”的第三个年头，请问目前进展如何？有什么亮点，可以跟大家分享一下吗？
赵峰：今年是“科技国寿”三年行动方案的第三个年头，也是收官之年。通过前两年的扎实工作，各单位的科技赋能工作取得了丰硕的成果。我们可以从中国人寿财险公司的部分亮点项目一窥全豹。数字化转型网szhzxw.cn
中国人寿财险公司作为国内财险行业排名第四位的大型主体，努力打造行业领先的“以客户为中心、以数据为依托、以智能为引领”的数字化财险公司。科技在业务经营价值链上全面赋能，覆盖服务、营销、产品、业管、风控、生态等场景，逐步实现“客户体验卓越、销售能力突出、产品创新灵动、运营决策智能、风险控制严密、平台生态完备”的愿景。数字化转型网szhzxw.cn
在数字化服务方面，适应线上化趋势，构建全渠道交互模式，塑造线上线下互联互通的客户体验，陆续上线中国人寿财险APP、微信公众号、空中服务小程序，形成面向客户的“1+1+1”移动应用矩阵，买保险、查保单、办理赔、约服务，让客户随时随地获得产品及服务，并且搭建了客户中心枢纽系统，让“以客户为中心”的理念实实在在落地，激活触点、点亮标签，差异化、个性化的服务策略管理，让客户感受有温度的服务。数字化转型网szhzxw.cn
在数字化营销方面，面向销售团队提供移动展业工具、精准营销线索、招投标信息，结合需求场景开展主动营销。抢抓市场机遇，方便业务员随时随地报价出单，“车e销”车险极速报价出单工具，全流程只需2分钟，车险出单占比已达70%，“非车e销”实现产品责任灵活配置、快速审批、快速上线，打造更多爆款营销方案，已发布产品超过1600款。精准营销、有的放矢，基于客户分群的大数据精准营销支持平台“财数宝”和互联网招标信息收集及分派系统“招标千里眼”均取得了良好应用效果。数字化转型网szhzxw.cn
在数字化运营方面，承保、理赔、收付、再保等核心业务流程是技术赋能的重点领域，新一代建设完成了底层技术架构的更新换代，并利用移动互联、大数据、人工智能等技术提供移动化、智能化运营支持。移动核保、核批、核赔，方便业管人员随时随地操作；智能图片识别、智能反欺诈应用，确保理赔“既快又准”；智能生物识别技术应用在农险领域，陆续实现牛脸、鼻纹识别。
三、【创新实践】
刘晶：目前5G、大数据、AI等新技术应用在保险行业有哪些成熟落地应用？您对这些新技术应用对保险行业有哪些助力？
赵峰：目前5G应用尚在探索阶段，大数据和AI应用相对比较成熟，落地应用广泛，既提升销售业绩，又降低运行成本，还强化了风险管控。数字化转型网szhzxw.cn
比如中国人寿财险公司利用大数据和预测模型技术开发了基于客户分群的精准营销支持平台“财数宝”，累计支持各类客群营销专题30余个，其中续保概率算法助力2021年一季度公司全渠道续保率同比提升9%。
人工智能应用更为普遍，在客服领域，智能语音应答、智能在线文本交谈、智能回访、智能质检已经得到了成熟应用，其中智能回访接通率超76%，完成率超60%，比人工效率提升14倍。在核保核赔领域，智能图片识别车辆型号，对外观事故自动确定维修方案并生成定损单。在报案、查勘、定损、理算环节进行欺诈风险智能识别及实时提醒，去年已识别欺诈案件4,400余件，挽回损失2亿余元。
刘晶：金融行业不同于其他行业，对数据和客户信息的安全要求非常严格，中国人寿在数字化建设中风险防范方面的具体做法是什么？您能否简单介绍一下。数字化转型网szhzxw.cn
赵峰：数据和客户信息的安全是信息化建设中重要的一环，尤其是在目前这个移动互联、开放融合趋势日益明显的时代。中国人寿在数字化建设中格外注意风险防范，确保安全可控。
首先是做好网络安全，建立安全的网络防护边界、纵深的防护体系。随着移动互联应用日益普及，API开放平台逐渐落地，金融企业在移动互联、开放共赢的同时面临严峻的网络攻击、信息安全挑战，只有安全的网络才有可信的交易，才能给客户提供稳定的、顺畅的线上化服务。
其次是做好数据安全，建立严格的数据访问权限控制体系和灾备体系。数据是保险公司的核心资产，按照严格的授权原则进行访问，查询、修改、新增、下载等操作权限进行严格的区分，确保数据得到有效保护。通过灾备体系建设，让数据拥有多个副本保存，并获得高可用的访问。数字化转型网szhzxw.cn
然后是做好客户隐私数据保护，建立完备的技术保护体系和操作授权制度。在保险服务过程中，保险公司收集记录的客户敏感数据应进行保护性存储，在显示时进行脱敏处理，对客户数据的收集和使用获得客户的明确授权，避免法律纠纷。
四、【趋势构想】数字化转型网szhzxw.cn
刘晶：中国人寿在未来三到五年，有哪些数字化方面的战略布局？
中国人寿的数字化转型覆盖业务经营价值链、公司运营价值链的所有领域，在未来三到五年，将全面覆盖服务、营销、产品、业管、风控、生态等场景，尤其是在风控和生态领域，将有更大的布局。数字化转型网szhzxw.cn
从风控角度看，风险管理是保险公司的价值和专业所在，未来保险服务将实现从“事后损失补偿”向“事前事中防灾防损”的深刻转变，推动事前预防、事中防控和事后救援的全过程风险管理，数字化的科技手段在其中可以发挥重要的作用。例如，中国人寿财险公司正在全力推进建设“安心防”智能防灾防损云平台，基于新技术、构建防灾防损新模式，既实现各种灾害数据的接入、预测分析，又可向一线及客户实时提供推送服务。
从生态角度看，未来的市场竞争其实是生态圈的竞争，各家主体都想利用移动互联网、开放API等技术创新商业模式，打造生态圈或者加入生态圈，将财险服务嵌入到居家、出行、健身、娱乐等各类生活场景中。例如，中国人寿财险公司正在推广的API开放平台，适应“开放保险”的大趋势，可以让公司的技术能力在互联网可见、可访问，供合作伙伴自助访问。数字化转型网szhzxw.cn
刘晶：大数据、云计算、AI、区块链等新一代技术，正在与保险业务在不同的场景下不断深度融合，您认为，未来保险会是什么样子的？多久会到来？
赵峰：随着新一代技术与保险业务场景的深度融合，未来的保险一定是“保险+技术+服务”的商业新模式，或者称其为“数字化科技服务+保险”的新型模式，这种新模式在五年内有望成为主流。数字化转型网szhzxw.cn
保险服务是基础、是传统模式，科技服务是增值、是创新模式，打造“数字化科技服务+保险”的新模式将成为行业发展的大趋势。数字化科技服务即利用新一代科技手段提供全面风险管理服务，做到以前做不到的、超出传统承保理赔服务之外的增值服务，针对个人客户、企业客户打造数字化服务能力矩阵。
未来的保险公司也一定都是“科技驱动型保险公司”，其内涵就是“科技是驱动业务发展的重要动力，科技是推动创新变革的重要力量，科技是构筑竞争壁垒的重要手段”，到那个时候，科技的价值作用将得到更好的体现。
翻译：数字化转型网szhzxw.cn
The interviewees | China life insurance (group) corporation group chief information officer zhao数字化转型网szhzxw.cn
Host | CIO era, founder and COO, new infrastructure innovation institute of the secretary-general Liu Jing
The interview place | China life group headquarters
China Life Insurance (Group) Company is a large national financial and insurance enterprise. In 2019, the consolidated operating revenue of the Group was 906.7 billion yuan. Consolidated premium income of 697.7 billion yuan; Combined total assets exceeded 4.5 trillion yuan. It has been included in the Fortune Global 500 for 18 consecutive years, rising from 290 in 2003 to 45th in 2020. China Life Insurance Co., Ltd. has been listed in the World’s top 500 brands for 14 consecutive years. After its dual listing in New York and Hong Kong in December 2003, China Life Insurance Co., Ltd. returned to the domestic A-share market in January 2007, becoming the world’s first insurance company to be listed in New York, Hong Kong and Shanghai.数字化转型网szhzxw.cn
How does China Life grow rapidly in a short period of time and become a leading company in the domestic insurance industry? How to play their own advantages, adapt to the digital pace of The Times? CIO Committee of 100 exclusive interview with China Life Insurance Co., LTD. Group chief Information Technology Officer Zhao Feng, on the digital transformation practices, methods and other in-depth discussion.数字化转型网szhzxw.cn
[About Individuals]
Liu Jing: General Manager Zhao has been engaged in insurance work for more than 20 years, with rich working experience and solid professional foundation. He is also a promoter and participant of China Life Informatization. Would you please share with us your working experience?
Zhao Feng: The past 30 years has been a period of rapid development of information technology in China’s financial and insurance industry. I am very fortunate to have experienced the whole process, from computerization and process electronization in the early stage to large-scale centralization of business systems and data, from “Internet + insurance” to “fintech + insurance”, and to the current comprehensive online and digital transformation. Looking back on the years of information technology work, I have a deep feeling. In summary, I would like to share with you three experiences:
Science and technology is an important driving force for the development and reform of the insurance industry
As an important financial service industry, technology has always been an important driving force for the development of insurance industry. Domestic and foreign insurance companies have been trying to apply mobile Internet, artificial intelligence, big data, Internet of Things, blockchain and other new technologies in product, sales, underwriting, claims settlement, customer service, risk management and other fields, and achieved obvious results.
In recent years, the global insurance industry has set off a wave of digital transformation, and various insurance technology applications are in full swing. With the comprehensive penetration of scientific and technological means into the business processing process and daily operation process of insurance companies, operating costs are reduced, business efficiency is improved, service methods are changed, and fragmented insurance products that can be flexibly combined are constantly introduced.数字化转型网szhzxw.cn
As society is fully digitized, the insurance industry is using new technologies to realize a new business model of “insurance + technology + service”. For example, for smart home and smart wearable devices, more insurable benefits will be covered, insurance liability will be expanded, and health management and home care services will be provided.
It can be seen that technology is reshaping the insurance industry from operation, product, business model and other dimensions. The integration of technology and insurance is not only reflected in enabling and innovating, but also in promoting reform.数字化转型网szhzxw.cn
Science and technology are the key elements of the core competitiveness of insurance companies
In the highly competitive market environment, insurance companies must have their own competitive strategies and core competitiveness if they want to survive. According to the theory of Michael Porter, the father of competitive strategy, total cost leadership strategy and differentiation strategy are the most common competitive modes. Science and technology can play a key role in how to achieve cost leadership and product and service differentiation. For advanced insurance industry entities, science and technology has gradually become a key element of core competitiveness.
By using process robots, online self-service, automation and intelligent technological means, insurance companies can greatly reduce physical outlets, customer service seats and internal staff, save labor costs and improve work efficiency, so as to achieve cost leadership.数字化转型网szhzxw.cn
By using advanced technologies such as big data and cognitive computing, and based on breakthroughs made by data, algorithms and computing power, insurance companies have a better understanding of customers and their needs, group customers through a variety of labels, predict the success probability of insurance renewal and cross-selling, provide targeted products and services, and support the combination of precision marketing and intimate services, so as to realize differentiated competition.
Only by the deep integration of science and technology with business and scene can we better play the enabling and leading role
Technology is the means, business is the fundamental, scene has demand, technology needs to be closely integrated with business and scene to be valuable. The scientific and technological work of insurance companies must take root in the business and deeply solve the difficulties and pain points of the business, so as to play the enabling and leading role.数字化转型网szhzxw.cn
The role of science and technology is divided into three levels: support, enabling and leading. The supporting role is mainly reflected as the tool and platform of business operation, which is the electronization, paperless, datatization and regularization of work flow, mode and results, while the enabling and leading role is mainly reflected as the booster and engine of business development. Science and technology should promote business development. The scenario must address customer needs, enhance customer experience, and integrate into the ecology.
Taking the history of informatization development of China Life Insurance as an example, the role of science and technology has gradually evolved from supporting operation in the past to enabling all aspects, thus reflecting the guidance of science and technology. The value of the technology sector has also been upgraded from technology services to technology engines.
[Review and Status Quo]数字化转型网szhzxw.cn
Liu Jing: Nowadays, various industries are undergoing digital transformation. What do you think is the driving force for the integration of insurance industry and technology?
Zhao Feng: The driving force for the integration of insurance industry and technology comes from several aspects.
The first is the requirement of high-quality development of the insurance industry.
The 19th National Congress of the Communist Party of China pointed out that China’s economy has shifted from a phase of high-speed growth to a stage of high-quality development, and the Central Economic Work Conference further stressed that high-quality development is a basic feature of China’s economic development into a new era. It can be said that the promotion of high-quality development has become the current and future economic field development consensus, the insurance industry is also the same. High-quality development of the insurance industry means that the development of the insurance industry is not only reflected in the increase of scale, but more importantly, in the improvement of quality and efficiency, which requires all insurance companies to shift from the traditional extensive personnel expansion and institutional expansion to technology enabling and innovation-driven.
The second is the emergence and spread of new technologies.
The new generation of information technology represented by artificial intelligence, big data, cloud computing, Internet of Things and blockchain has achieved breakthrough development in recent years, comprehensively penetrated into many industries and been accelerated in the insurance industry, enabling the insurance operation and management, gradually changing the development process of the insurance industry ecological pattern, and constantly triggering the reform of business model and service model.
Then there is the crossover competition between tech companies and Internet giants. 数字化转型网szhzxw.cn
With the continuous influx of technology companies with Internet genes and technological advantages into the insurance market, the traditional insurance operation, sales, claims settlement and service modes have been greatly impacted. Insurance companies are under great pressure and motivation to realize their own digital transformation with the help of technology as soon as possible, face the fierce market competition, and avoid being left behind in the tide of digitalization.
Liu Jing: In recent years, China Life Insurance has been deeply implementing the strategy of “National longevity through science and technology” and comprehensively promoting technological innovation, with remarkable results.
Could you briefly introduce the strategy of “national longevity through science and technology” of China Life Insurance? And the idea behind the strategy?数字化转型网szhzxw.cn
Zhao Feng: As a large financial and insurance enterprise, China Life Insurance Group has followed the tide of digital transformation in the global financial industry and put forward the strategy of “National longevity through science and technology” in combination with the actual development of the group.
The strategy of “National Longevity through science and technology” is one of the core strategies of China Life Insurance Group. The original intention of launching this strategy is to give full play to the enabling and leading role of science and technology, and help China Life to realize the vision of “world-class financial and insurance group”.
The idea is to fully implement the digital strategy of China Life, accelerate the digital transformation, realize the digitalization of customer experience, intelligent operation management, management and control mode platform, comprehensively improve the application of big data, in-depth implementation of artificial intelligence application, Strive to build an internationally leading “customer-centric, data-based, intelligence-led, ecologically oriented” digital financial group.数字化转型网szhzxw.cn
Liu Jing: What is the vision of the strategy of “technological longevity”? How is the implementation path planned? What’s the progress so far?数字化转型网szhzxw.cn
Zhao Feng: The strategy of “National Life of Science and Technology” is the program and guide for the scientific and technological work of the whole Group and its member units. Its vision is to thoroughly implement the strategic deployment of “digital China”, seize the new opportunities for the development of digital economy, seize the commanding heights of future competition, take customer demand as the guide, take high-quality development as the lead, fully implement the digital strategy, and accelerate the digital transformation. To promote the three major changes of quality, efficiency and power through digitalization, and the three major changes of service, technology and value, we will comprehensively improve customer experience, develop quality and market competitiveness, and strive to build an international leading digital financial group.
According to the overall plan, China Life Insurance Group has put forward the development road of “scientific and technological longevity”, which includes “online longevity”, “intelligent longevity” and “digital longevity”. At present, China Life Insurance Group is comprehensively promoting the three-year action plan of “Scientific and technological Longevity (2019-2021)”.
According to the unified deployment and requirements of the Group
According to the unified deployment and requirements of the Group, the life insurance, property insurance, Guangzhou Development and other units under the Group have respectively formulated their own digital transformation work plans and three-year action plans of “Science and Technology National Life”, sorted out the key actions and evaluation indicators, and accelerated the digital transformation through the comprehensive implementation of digital strategy. It has achieved a series of achievements in realizing digitalized customer experience, intelligent operation management and ecological business model. No matter the business development level of each unit, the application level of science and technology, the rapid response at the early stage of the epidemic. Or the resumption of work and production after the epidemic became normal. The achievements of the construction of “science and technology and longevity” have been fully reflected.
Liu Jing: This year is the third year of the three-year Action Plan for the Development of Science and Technology. How is the progress so far? Are there any highlights you can share with us?
Zhao Feng: This year is the third and final year of the three-year action plan of “Science and Technology Country Longevity”. Through the first two years of solid work, all units of science and technology enabling work has achieved fruitful results. We can get a glimpse of some of the highlights of China Life and Property Insurance Company projects.
As the fourth largest entity in the domestic property insurance industry, China Life Insurance Company strives to build a leading “customer-centric, data-based and intelligence-led” digital property insurance company in the industry. Technology fully enables the business value chain, covering service, marketing, products, business management, risk control, ecology and other scenarios, and gradually realizes the vision of “excellent customer experience, outstanding sales ability, flexible product innovation, intelligent operation decision, rigorous risk control, and complete platform ecology”.数字化转型网szhzxw.cn
In terms of digital services数字化转型网szhzxw.cn
In terms of digital services, it ADAPTS to the trend of online, builds an all-channel interaction mode. And shapes the customer experience of online and offline connectivity. It successively launches China Life Insurance property and property APP, wechat public account. And air service mini program, forming a customer-oriented “1+1+1” mobile application matrix. Which enables it to buy insurance, check policy, handle claims, and contract services. Let customers access to products and services anytime and anywhere, and build a customer center hub system. So that the concept of “customer-centric” practical landing, activate the contact, light the label. Differentiated and personalized service strategy management, let customers feel warm service.
In terms of digital marketing数字化转型网szhzxw.cn
In terms of digital marketing, mobile exhibition industry tools, precision marketing clues and bidding information are provided to the sales team. And active marketing is carried out in combination with demand scenarios. Seize the market opportunity, convenient salesman anytime and anywhere to quote a single, “car e pin” auto insurance quickly quote a single tool, the whole process only takes 2 minutes, auto insurance single account for 70%, “non-car e pin” to achieve flexible configuration of product responsibility, rapid approval, rapid online, to create more explosive marketing programs, has released more than 1600 products. Precision marketing is targeted. The big data precision marketing support platform “Caisubao” based on customer segmentation and the Internet bidding information collection and distribution system “Bidding Qianliyan” have achieved good application effects.
In terms of digital operation
In terms of digital operation, core business processes. Such as underwriting, claims settlement, collection and payment, and reinsurance are the key fields of technology enablement. The new generation construction has completed the upgrading of the underlying technical architecture. And provides mobile and intelligent operation support with mobile Internet, big data, artificial intelligence and other technologies. Mobile approval, approval, compensation, convenient management personnel anytime and anywhere operation. Intelligent picture recognition, intelligent anti-fraud application, to ensure that claims “fast and accurate”. The application of intelligent biometrics technology in the field of agricultural insurance has gradually realized the recognition of cattle face and nose stripes.数字化转型网szhzxw.cn
[Innovative Practice]
What are the mature applications of 5G, big data, AI and other new technologies in the insurance industry? How do you think these new technologies will help the insurance industry?
Liu Jing: What are the mature applications of 5G, big data, AI and other new technologies in the insurance industry? How do you think these new technologies will help the insurance industry?
Zhao Feng: At present, the application of 5G is still in the exploration stage. The application of big data and AI is relatively mature and widely applied, which not only improves the sales performance. Reduces the operation cost, but also strengthens the risk management and control.
For example, China Life & Property Insurance Company developed a precision marketing support platform “Caizubao” based on customer segmentation by using big data and forecasting model technology, which supported more than 30 marketing topics of various customer groups in total. Among them, insurance renewal probability algorithm helped the company’s all-channel insurance renewal rate increase by 9% year-on-year in the first quarter of 2021.
The application of artificial intelligence is more common. In the field of customer service, intelligent voice response, intelligent online text conversation, intelligent return visit and intelligent quality inspection have been mature applications. The connection rate of intelligent return visit is over 76% and the completion rate is over 60%, which is 14 times higher than the artificial efficiency. In the field of underwriting and compensation, intelligent picture identification of vehicle models, automatic maintenance plan for appearance accidents and the generation of loss orders. Intelligent identification and real-time warning of fraud risks were carried out in the links of reporting, investigation, loss determination and adjustment. Last year, more than 4,400 fraud cases were identified, and losses of more than 200 million yuan were recovered.
Liu Jing: Different from other industries. The financial industry has very strict requirements on the security of data and customer information.
What is the specific practice of Chinese life in the risk prevention in the digital construction? Could you give us a brief introduction?数字化转型网szhzxw.cn
Zhao Feng: The security of data and customer information is an important part of information construction. Especially in the era of mobile Internet and open integration. China Life pays special attention to risk prevention in digital construction to ensure safety and control.
The first is to do a good job in network security. Establish a secure network protection boundary, the depth of the protection system. With the increasing popularity of mobile Internet applications and the gradual implementation of API open platform. Financial enterprises are faced with severe network attacks and information security challenges while pursuing mobile Internet and win-win cooperation. Only a secure network can provide reliable transactions and stable and smooth online services to customers.
Secondly, we should do a good job in data security and establish a strict data access control system and disaster recovery system. Data is the core asset of an insurance company. Access is conducted in accordance with strict authorization principles, and operation permissions such as query, modification, addition, and download are strictly distinguished to ensure effective data protection. The disaster recovery system enables multiple copies of data to be stored and highly available for access.数字化转型网szhzxw.cn
The second is to do a good job of customer privacy data protection. Establish a complete technical protection system and operation authorization system. In the process of insurance service, the sensitive customer data collected and recorded by the insurance company shall be stored protectively, desensitized when displayed. And the collection and use of customer data shall be explicitly authorized by the customer to avoid legal disputes.
[Trend Conception]
Liu Jing: What is China Life’s digital strategy in the next three to five years?
The digital transformation of China Life covers all fields of business value chain and company value chain. In the next three to five years, it will comprehensively cover service, marketing, products, business management, risk control, ecology and other scenarios. Especially in the field of risk control and ecology, it will have a greater layout.数字化转型网szhzxw.cn
From the perspective of risk control
From the perspective of risk control, risk management is the value and specialty of insurance companies. In the future, insurance services will realize a profound transformation from “post-loss compensation” to “pre-event disaster prevention and loss prevention”. And promote the whole-process risk management of pre-event prevention, in-process prevention and control and post-event rescue. In which digital scientific and technological means can play an important role. For example, China Life & Property Insurance Company is making every effort to promote the construction of the cloud platform of intelligent disaster prevention and loss prevention of “peace of mind prevention”. Based on the new technology, the new mode of disaster prevention and loss prevention is built. It not only realizes the access and prediction analysis of various disaster data. But also provides real-time push service to the front line and customers.
From the perspective of ecology
From the perspective of ecology, the future market competition is actually the competition of the ecosystem. Each subject wants to use mobile Internet, open API and other technologies to innovate business models, create or join the ecosystem. And embed property insurance services into various life scenes such as home, travel, fitness and entertainment. For example, the API open platform being promoted by China Life Property Insurance Company fits into the general trend of “open insurance”. Which can make the company’s technical capabilities visible and accessible on the Internet for partners to self-access.
Liu Jing: Big data, cloud computing, AI, blockchain and other new generation technologies are deeply integrating with insurance business in different scenarios.
What do you think the future of insurance will be like? How soon will it come?
Zhao Feng: With the deep integration of the new generation of technology and the insurance business scene, the future of insurance is definitely a new business model of “insurance + technology + service”, or called the new model of “digital technology service + insurance”, which is expected to become the mainstream in five years.
Insurance service is the basic and traditional mode, and science and technology service is the value-added and innovation mode. Creating a new mode of “digital science and technology service + insurance” will become the general trend of the development of the industry. Digital science and technology services are to provide comprehensive risk management services by means of new generation science and technology means, to achieve value-added services beyond traditional underwriting and claims services that could not be done before. And to build digital service capability matrix for individual customers and enterprise customers.
In the future, insurance companies will be “technology-driven insurance companies”. Whose connotation is that “science and technology is an important driving force for business development. An important force for innovation and change, and an important means to build competition barriers”. By then, the value of science and technology will be better reflected. 数字化转型网szhzxw.cn
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