"How to gain the recognition of Z generation consumers" has become the main problem faced by various insurance companies.
Sunshine Insurance, which has recently submitted a prospectus to the Hong Kong Stock Exchange, also has its own answer on this topic. As one of the pioneers in exploring Internet insurance among insurance companies, Sunshine Insurance combined technology with insurance main business as early as 20 13. Up to now, Sunshine Insurance, which started the era of digital transformation 2.0, has also placed "data technology strategy" among the six development strategies of the Group, empowering the development of its main business, improving its service level and winning customers' favor.
For emerging consumers, how will Sunshine Insurance open the door to experience for them? How does Sunshine Insurance break through the gap with Generation Z and successfully get through the "last mile"?
Forward-looking layout insurance+technology
Before Generation Z became the mainstream consumer group, an Internet revolution from BATJ swept all walks of life on 20 13.
In this wave, Sunshine Insurance is keenly aware of the connection between finance and Internet, and makes every effort to promote the same-frequency vibration between insurance companies and Internet technology, and transforms and reconstructs the organizational structure, operational processes, products and services under the traditional mode with Internet thinking.
20 14 sunshine insurance set up an internet finance division within the group, followed by an internet business development center and a data management department to explore innovation in the field of internet insurance. This is also the first time that the group has tried to "internetize" its organizational structure. Since then, Sunshine Insurance has also established an internal internetization index at the group level to measure the progress of the internetization strategy of each business segment. This is unique in the entire insurance industry. In 20 19, Sunshine Insurance started organizational change and restructuring, and set up a special science and technology center, which consists of science and technology innovation promotion department, application development department, technology management department, infrastructure department, information security department, big data and artificial intelligence department and science and technology research institute, providing strong support for quickly responding to the needs of subsidiaries and divisions.
In the operation mode, Sunshine discovered the value of data earlier than its peers. At that time, Sunshine Insurance consciously accumulated data, and then tried to find out the model of data analysis, analyze the law of data, and improve the ability of data application. In recent years, with the increasingly prominent value of data, Sunshine Insurance has made every effort to build an ecosystem and management model with data as the core, realize the coordinated development of various business fields, and truly upgrade Sunshine into a financial insurance service enterprise with data as the core competence.
In terms of products and services, Sunshine introduces technologies such as 5G and AI to create smart products. 20 19, Sunshine independently developed the AI visual learning prediction health index technology of "Sunshine Face Doctor". Last year, the sunshine service was upgraded and the 5G video of cloud customer service was launched.
According to the prospectus, in recent years, Sunshine Insurance has become more and more generous in terms of investment in science and technology. As of 202 1, 65438+2,31,Sunshine has registered 20 patents, covering artificial intelligence, big data, information security and other technologies. In 20 19, 2020 and 20021year, Sunshine Insurance invested 867 million yuan,1.01002 million yuan and1077 million yuan respectively, accounting for 0.9% and 0.7% of the total income in the same period. According to the statistics of insurance association of china, in 2020, the information technology investment of insurance institutions was 3,565.438 billion yuan, accounting for 0.6% of the operating income; Sunshine Insurance's investment in science and technology is higher than the industry average.
Win the favor of customers with technology
The last mile between insurance companies and customers comes from the distance between products and customers, which is the most important link for new consumer groups. Only by getting through the last mile can we directly reach the hearts of consumers and truly gain customers.
There is such a real case, which happened in the sunshine. During the epidemic last year, Mr. Wang had an accident with his car. He docked with the surveyor through the "one-click claim" APP of Sunshine Insurance and took several photos of the location and location of the vehicle. After uploading, I claimed to have arrived in a few minutes. Mr. Wang was deeply touched by the intelligence and convenience of this proposition.
In sunshine, there are not a few such cases.
At present, based on data and intelligent drive, claims service represented by life insurance "direct compensation" and property insurance "flash compensation" is becoming a new business card of Sunshine Insurance.
For example, the "smart eye for claims" service launched by Sunshine Life has realized the functions of intelligent identification, definition detection and intelligent verification through OCR technology, and improved efficiency and accuracy by streamlining the process. Through the "smart eye" of claim settlement, the system can automatically identify whether the detected pictures meet the uploading requirements in milliseconds, give prompt feedback immediately during the photo shooting process when the customer submits the claim settlement materials, and guide the customer to re-shoot irregular photos, so as to avoid the trouble of re-shooting and uploading because the photos are unclear and incomplete in the subsequent acceptance process, which is more time-saving, worry-free and labor-saving.
Another example is the "one-click claim" tool of Sunshine Property Insurance, which can realize remote video survey, and the image recognition technology is applied to auto insurance to determine the loss and realize the rapid loss determination of small cases; In 202 1 year, "one-click payment" has provided about1.20,000 claims service.
202 1, Sunshine Insurance opens the era of digital transformation 2.0. This prospectus also disclosed the concrete results of the digital transformation of Sunshine Insurance. In addition to product innovation, the digital transformation of Sunshine mainly includes digital customer insight, digital marketing, digital risk control and digital operation capability.
In terms of future strategic development, data technology strategy has become one of the focuses of Sunshine Insurance, trying to comprehensively strengthen data technology capabilities and accelerate the transformation of digital operations.
A series of black technology and digital achievements have also made Sunshine favored and recognized by customers.
As of 202 1, 65438+2,3 1, Sunshine Life has about 8.7 million individual customers in China, and nearly110,000 group customers. Sunshine Property Insurance provides services to about17.2 million individual customers and about 420,000 group customers.
In terms of market share, according to the data released by China Banking and Insurance Regulatory Commission and insurance association of china, in terms of original insurance premium income, Sunshine Property Insurance will have a market share of 2.7% in 2020, ranking seventh among 87 property insurance companies in China; Based on the original insurance premium income, the market share of Sunshine Life will be 1.7% in 2020, ranking 12 among 9/kloc-0 life insurance companies in China.
By the end of 20021,the company had been among the top 500 Chinese enterprises in1/and was selected as the "China 500 Most Valuable Brands" in the World Laboratory in1.