李晓婧：建立保险生态圈的出发点是为客户创造价值
<div class="wx_rich_media_content" id="jsWxContainer"><p style="text-align: center;" data-mpa-powered-by="yiban.io"><span class="wxart_image" wx-style="display:inline-block;height: 231px;width: 578px;"></span></p><section style="line-height: 2;font-size: 15px;padding-right: 16px;padding-left: 16px;color: rgb(62, 62, 62);letter-spacing: 1.5px;box-sizing: border-box;"><section style="box-sizing: border-box;" powered-by="xiumi.us"><p style="box-sizing: border-box;"><br style="box-sizing: border-box;"></p></section><section style="box-sizing: border-box;" powered-by="xiumi.us"><p style="box-sizing: border-box;">9月4日，由《华夏时报》、水皮杂谈、华夏时报金融研究院共同主办的“保险业理性与繁荣之路：2020第三届华夏时报保险科技峰会”在北京召开。本次论坛邀请了保险机构、监管机构及研究机构等诸多业界翘楚，围绕保险业理性与繁荣发展深入探讨交流。</p></section><section style="box-sizing: border-box;" powered-by="xiumi.us"><p style="box-sizing: border-box;"><br style="box-sizing: border-box;"></p></section><section style="box-sizing: border-box;" powered-by="xiumi.us"><section style="text-align: center;margin-top: 10px;margin-bottom: 10px;box-sizing: border-box;"><section style="max-width: 100%;vertical-align: middle;display: inline-block;line-height: 0;box-sizing: border-box;"><span class="wxart_image" wx-style="display:inline-block;vertical-align: middle;box-sizing: border-box;"></span></section></section></section><section style="box-sizing: border-box;" powered-by="xiumi.us"><p style="box-sizing: border-box;"><br style="box-sizing: border-box;"></p></section><section style="box-sizing: border-box;" powered-by="xiumi.us"><p style="box-sizing: border-box;"><span style="color: rgb(96, 75, 60);box-sizing: border-box;"><strong style="box-sizing: border-box;">大童保险服务执行副总裁李晓婧受邀参加圆桌会议，就科技如何重塑保险生态新模式的话题发表看法、分享经验。</strong></span><span style="color: rgb(255, 255, 255);box-sizing: border-box;"><strong style="box-sizing: border-box;"><span style="background-color: rgb(226, 124, 0);box-sizing: border-box;">以下为李晓婧总讲话摘要。</span></strong></span></p></section><section style="box-sizing: border-box;" powered-by="xiumi.us"><p style="box-sizing: border-box;"><br style="box-sizing: border-box;"></p></section><section style="margin-top: 10px;margin-bottom: 10px;text-align: center;box-sizing: border-box;" powered-by="xiumi.us"><section style="display: inline-block;box-sizing: border-box;"><section style="float: right;margin-bottom: -2.5em;border-color: rgb(247, 247, 247);box-sizing: border-box;"><section style="width: 0px;display: inline-block;vertical-align: top;border-width: 3px;border-style: solid;border-color: rgb(247, 247, 247) rgb(247, 247, 247) transparent transparent;box-sizing: border-box;"><svg viewBox="0 0 1 1" style="float:left;line-height:0;width:0;vertical-align:top;"></svg></section><section style="width: 2.5em;height: 2.5em;display: inline-block;vertical-align: top;border-right: 6px solid rgb(247, 247, 247);border-top: 6px solid rgb(247, 247, 247);box-sizing: border-box;"><svg viewBox="0 0 1 1" style="float:left;line-height:0;width:0;vertical-align:top;"></svg></section><section style="clear: both;box-sizing: border-box;"><svg viewBox="0 0 1 1" style="float:left;line-height:0;width:0;vertical-align:top;"></svg></section><section style="width: 0px;float: right;border-width: 3px;border-style: solid;border-color: rgb(247, 247, 247) rgb(247, 247, 247) transparent transparent;box-sizing: border-box;"><svg viewBox="0 0 1 1" style="float:left;line-height:0;width:0;vertical-align:top;"></svg></section></section><section style="clear: both;box-sizing: border-box;"><svg viewBox="0 0 1 1" style="float:left;line-height:0;width:0;vertical-align:top;"></svg></section><section style="display: inline-block;padding-right: 10px;padding-left: 10px;box-sizing: border-box;"><section style="padding: 3px 5px;color: rgb(96, 75, 60);box-sizing: border-box;" powered-by="xiumi.us"><p style="clear: none;box-sizing: border-box;">全文字数：约1300字</p><p style="clear: none;box-sizing: border-box;">阅读时间：约3分钟</p></section></section><section style="text-align: left;margin-top: -2.5em;border-color: rgb(247, 247, 247);box-sizing: border-box;"><section style="width: 0px;border-width: 3px;border-style: solid;border-color: transparent transparent rgb(247, 247, 247) rgb(247, 247, 247);box-sizing: border-box;"><svg viewBox="0 0 1 1" style="float:left;line-height:0;width:0;vertical-align:top;"></svg></section><section style="width: 2.5em;height: 2.5em;display: inline-block;vertical-align: bottom;border-left: 6px solid rgb(247, 247, 247);border-bottom: 6px solid rgb(247, 247, 247);box-sizing: border-box;"><svg viewBox="0 0 1 1" style="float:left;line-height:0;width:0;vertical-align:top;"></svg></section><section style="width: 0px;display: inline-block;vertical-align: bottom;border-width: 3px;border-style: solid;border-color: transparent transparent rgb(247, 247, 247) rgb(247, 247, 247);box-sizing: border-box;"><svg viewBox="0 0 1 1" style="float:left;line-height:0;width:0;vertical-align:top;"></svg></section></section></section></section><section style="box-sizing: border-box;" powered-by="xiumi.us"><p style="box-sizing: border-box;"><br style="box-sizing: border-box;"></p></section><section style="text-align: center;margin-top: 10px;margin-bottom: 10px;box-sizing: border-box;" powered-by="xiumi.us"><section style="max-width: 100%;vertical-align: middle;display: inline-block;line-height: 0;box-sizing: border-box;"><span class="wxart_image" wx-style="display:inline-block;vertical-align: middle;box-sizing: border-box;"></span></section></section><section style="box-sizing: border-box;" powered-by="xiumi.us"><p style="box-sizing: border-box;"><br style="box-sizing: border-box;"></p></section><section style="margin-top: 10px;margin-bottom: 10px;text-align: center;box-sizing: border-box;" powered-by="xiumi.us"><section style="width: 100%;border-bottom: 5px solid rgb(96, 75, 60);box-sizing: border-box;"><section style="display: inline-block;vertical-align: bottom;margin-bottom: -5px;border-bottom: 5px solid rgb(226, 124, 0);padding: 5px;line-height: 1em;box-sizing: border-box;"><p style="box-sizing: border-box;"><strong style="box-sizing: border-box;">疫情加速保险业推进数字化创新</strong></p></section></section></section><section style="box-sizing: border-box;" powered-by="xiumi.us"><p style="box-sizing: border-box;"><br style="box-sizing: border-box;"></p></section><section style="box-sizing: border-box;" powered-by="xiumi.us"><p style="box-sizing: border-box;">早在2015年大童就开始着力于移动端的布局，2018年提出数字化建设升级，全面推动OMO（线上融合线下）战略的落地，致力于<strong><span style="color: rgb(96, 75, 60);">通过科技手段为服务顾问赋能。</span></strong></p><p style="box-sizing: border-box;"><br style="box-sizing: border-box;"></p><p style="box-sizing: border-box;">目前，大童总公司整体人力的60%都是科技板块的，大童在科技上的投入几乎要超过线下的投入，<span style="color: rgb(96, 75, 60);box-sizing: border-box;"><strong style="box-sizing: border-box;">而科技的重要性在疫情期间凸显出来，也发挥了非常大的作用。</strong></span></p><p style="box-sizing: border-box;"><br></p><p style="box-sizing: border-box;">疫情来临后，大童其实做好了最极端的压力测试和最坏的打算，比如如果长时间不能恢复线下工作，没有机会跟客户面对面进行沟通，对于业务的开展存在怎样的威胁和挑战。</p><p style="box-sizing: border-box;"><br style="box-sizing: border-box;"></p><p style="box-sizing: border-box;">同时，我们也非常积极地去面对和应对，<span style="color: rgb(96, 75, 60);box-sizing: border-box;"><strong style="box-sizing: border-box;">从今年2月开始全面线上复工，大童的开发人员利用两个月的时间，将客户经营、团队管理、学习培训等工作全部转移到线上，这相当于过去一年的开发量。</strong></span></p></section><section style="box-sizing: border-box;" powered-by="xiumi.us"><p style="box-sizing: border-box;"><br style="box-sizing: border-box;"></p></section><section style="text-align: center;margin-top: 10px;margin-bottom: 10px;box-sizing: border-box;" powered-by="xiumi.us"><section style="max-width: 100%;vertical-align: middle;display: inline-block;line-height: 0;box-sizing: border-box;"><span class="wxart_image" wx-style="display:inline-block;vertical-align: middle;box-sizing: border-box;"></span></section></section><section style="box-sizing: border-box;" powered-by="xiumi.us"><section style="text-align: center;font-size: 12px;color: rgb(160, 160, 160);box-sizing: border-box;"><p style="box-sizing: border-box;">大童保险服务执行副总裁 李晓婧</p></section></section><section style="box-sizing: border-box;" powered-by="xiumi.us"><section style="box-sizing: border-box;"><p style="box-sizing: border-box;"><br style="box-sizing: border-box;"></p></section></section><section style="box-sizing: border-box;" powered-by="xiumi.us"><section style="box-sizing: border-box;"><p style="box-sizing: border-box;"><span style="color: rgb(96, 75, 60);box-sizing: border-box;"><strong style="box-sizing: border-box;">我们将这次疫情看作是数字化时代、5G时代经营模式及工作方式的预演，疫情加速了大童线上服务板块质的改变，也推进了大童数字化创新的进程。</strong></span><br style="box-sizing: border-box;"></p><p style="box-sizing: border-box;"><br></p><p style="box-sizing: border-box;"><span style="box-sizing: border-box;">疫情并未彻底改变什么，而是加速了未来的到来。</span></p></section></section><section style="box-sizing: border-box;" powered-by="xiumi.us"><p style="box-sizing: border-box;"><br style="box-sizing: border-box;"></p></section><section style="margin-top: 10px;margin-bottom: 10px;text-align: center;line-height: 0.8;box-sizing: border-box;" powered-by="xiumi.us"><section style="width: 0px;display: inline-block;border-top: 0.8em solid rgb(226, 124, 0);border-left: 0.7em solid transparent !important;border-right: 0.7em solid transparent !important;box-sizing: border-box;"><svg viewBox="0 0 1 1" style="float:left;line-height:0;width:0;vertical-align:top;"></svg></section></section><section style="box-sizing: border-box;" powered-by="xiumi.us"><p style="box-sizing: border-box;"><br style="box-sizing: border-box;"></p></section><section style="box-sizing: border-box;" powered-by="xiumi.us"><section style="margin-top: 10px;margin-bottom: 10px;text-align: center;box-sizing: border-box;"><section style="width: 100%;border-bottom: 5px solid rgb(96, 75, 60);box-sizing: border-box;"><section style="display: inline-block;vertical-align: bottom;margin-bottom: -5px;border-bottom: 5px solid rgb(226, 124, 0);padding: 5px;line-height: 1.5;box-sizing: border-box;"><p style="box-sizing: border-box;"><strong style="box-sizing: border-box;">能够解决痛点的服务</strong></p><p style="box-sizing: border-box;"><strong style="box-sizing: border-box;">才是真正有市场的服务</strong></p></section></section></section></section><section style="box-sizing: border-box;" powered-by="xiumi.us"><p style="box-sizing: border-box;"><br style="box-sizing: border-box;"></p></section><section style="box-sizing: border-box;" powered-by="xiumi.us"><p style="box-sizing: border-box;">其实中国的消费者买保险并不难，毕竟有200多家保险公司一年提供几千款产品，还有2000多家保险中介在推销着保险产品，但这种情况实际上给消费者带来了很多新的痛点和困扰。<br style="box-sizing: border-box;"></p><p style="box-sizing: border-box;"><br style="box-sizing: border-box;"></p><p style="box-sizing: border-box;"><span style="color: rgb(96, 75, 60);box-sizing: border-box;"><strong style="box-sizing: border-box;">面对多样的渠道、繁杂的产品、爆炸的保险信息，消费者是做不到以专业的视角进行分析和选择的，所以行业需要有这样一种角色，站在消费者的立场，帮助客户进行高效识别和精准判断。</strong></span></p></section><section style="box-sizing: border-box;" powered-by="xiumi.us"><p style="box-sizing: border-box;"><br style="box-sizing: border-box;"></p></section><section style="box-sizing: border-box;" powered-by="xiumi.us"><section style="text-align: center;margin-top: 10px;margin-bottom: 10px;box-sizing: border-box;"><section style="max-width: 100%;vertical-align: middle;display: inline-block;line-height: 0;box-sizing: border-box;"><span class="wxart_image" wx-style="display:inline-block;vertical-align: middle;box-sizing: border-box;"></span></section></section></section><section style="box-sizing: border-box;" powered-by="xiumi.us"><p style="box-sizing: border-box;"><br style="box-sizing: border-box;"></p><p style="box-sizing: border-box;">同时，我们看到中国很多保险顾客不知不觉在很多地方购买了很多保险，现在拥有10张以上保单的家庭非常多，随之带来的就是纸质版保单容易丢失，不易保管的问题。</p><p style="box-sizing: border-box;"><br style="box-sizing: border-box;"></p><p style="box-sizing: border-box;">此外，最大的困扰是没有一个客户能清楚地回答：<span style="color: rgb(96, 75, 60);box-sizing: border-box;"><strong style="box-sizing: border-box;">这么多保单合起来的保障是什么，在什么风险发生的时候能获得怎样的赔偿，这些保险是否适合他的家庭，未来需不需要在不同的时间配置新的保险保障等问题。</strong></span></p><p style="box-sizing: border-box;"><br style="box-sizing: border-box;"></p><p style="box-sizing: border-box;">这就像是每台汽车的零部件，正常是需要一个方向盘、四个轮子、一个发动机、几个座位。但如果不是以用户实际需求的角度来配置，很容易出现零件缺失或者重复，买成一个方向盘，两个发动机、六个轮子、两个座椅。</p><p style="box-sizing: border-box;"><br style="box-sizing: border-box;"></p><p style="box-sizing: border-box;">这种情况虽然能组装但却不是最优解，保险亦如此。<span style="color: rgb(96, 75, 60);box-sizing: border-box;"><strong style="box-sizing: border-box;">哪张保单能赔，哪几个组合能够形成完整的保障，这很关键。</strong></span></p></section><section style="box-sizing: border-box;" powered-by="xiumi.us"><p style="box-sizing: border-box;"><br style="box-sizing: border-box;"></p></section><section style="text-align: center;margin-right: 0%;margin-left: 0%;box-sizing: border-box;" powered-by="xiumi.us"><section style="max-width: 100%;vertical-align: middle;display: inline-block;line-height: 0;box-sizing: border-box;"><span class="wxart_image" wx-style="display:inline-block;vertical-align: middle;box-sizing: border-box;"></span></section></section><section style="box-sizing: border-box;" powered-by="xiumi.us"><p style="box-sizing: border-box;"><br style="box-sizing: border-box;"></p><p style="box-sizing: border-box;">当发生理赔事件的时候，客户需要去多家公司办理理赔，然而每家公司需要的材料或许都不相同，流程也或多或少有所出入。</p><p style="box-sizing: border-box;"><br style="box-sizing: border-box;"></p><p style="box-sizing: border-box;">大家可以试想一下，当发生理赔的时候，往往是客户最脆弱的阶段，而他们要独自去面对一系列繁琐的事件办理流程，真的会非常崩溃。</p><p style="box-sizing: border-box;"><br style="box-sizing: border-box;"></p><p style="box-sizing: border-box;"><span style="color: rgb(96, 75, 60);box-sizing: border-box;"><strong style="box-sizing: border-box;">那么这个时候，客户是需要有人为他提供售后服务，帮助他降低难度，提高办事效率的。</strong></span></p><p style="box-sizing: border-box;"><br style="box-sizing: border-box;"></p><p style="box-sizing: border-box;">因此，在保险行业的生态当中，需要新的角色站在顾客的立场，为他去提供保险全生命周期整合式的保险服务。</p><p style="box-sizing: border-box;"><br style="box-sizing: border-box;"></p><p style="box-sizing: border-box;"><span style="color: rgb(96, 75, 60);box-sizing: border-box;"><strong style="box-sizing: border-box;">保险业务无论是做传统，还是做科技，建立生态圈的出发点都是为了能够更好地为客户创造价值，让客户有更好的服务体验，所以大童的视角始终围绕顾客的改变和新生需求进行布局。</strong></span></p></section><section style="box-sizing: border-box;" powered-by="xiumi.us"><p style="box-sizing: border-box;"><br style="box-sizing: border-box;"></p></section><section style="box-sizing: border-box;" powered-by="xiumi.us"><section style="text-align: center;margin-right: 0%;margin-left: 0%;box-sizing: border-box;"><section style="max-width: 100%;vertical-align: middle;display: inline-block;line-height: 0;box-sizing: border-box;"><span class="wxart_image" wx-style="display:inline-block;vertical-align: middle;box-sizing: border-box;"></span></section></section></section><section style="box-sizing: border-box;" powered-by="xiumi.us"><p style="box-sizing: border-box;"><br style="box-sizing: border-box;"></p></section><section style="box-sizing: border-box;" powered-by="xiumi.us"><p style="box-sizing: border-box;"><span style="box-sizing: border-box;">针对保险消费者这一系列的痛点问题，大童先后推出了<span style="color: rgb(96, 75, 60);box-sizing: border-box;"><strong style="box-sizing: border-box;">保险咨询、方案定制、保单托管、好赔等服务项目</strong></span><span style="color: rgb(96, 75, 60);box-sizing: border-box;"><strong style="box-sizing: border-box;">，将用户在大陆、香港、线上、线下等多地区、多途径购买的保险进行一站式托管。</strong></span></span></p><p style="box-sizing: border-box;"><br></p><p style="box-sizing: border-box;"><span style="box-sizing: border-box;">目的是希望保障客户保单的适配性、合理性、以及理赔服务的便捷性，致力于站在客户的立场解决其困扰问题。</span><br style="box-sizing: border-box;"></p><p style="box-sizing: border-box;"><br style="box-sizing: border-box;"></p><p style="box-sizing: border-box;"><span style="color: rgb(96, 75, 60);box-sizing: border-box;"><strong style="box-sizing: border-box;">能够解决痛点的服务才是真正有市场的服务。</strong></span>这一系列的服务其实并不适合传统的保险公司去提供，保险中介公司更适合承担这样的角色，这也是保险中介企业的精准定位和价值所在。</p></section></section><section style="font-family: -apple-system-font, BlinkMacSystemFont, "Helvetica Neue", ";P<section powered-by="xiumi.us" style="letter-spacing: 0.544px;margin-top: 0.5em;margin-bottom: 0.5em;"><section style="background-color: rgb(226, 226, 226);height: 2px;"><br></section></section><section powered-by="xiumi.us" style="text-align: right;font-size: 12px;"><p style="color: rgb(129, 126, 125);letter-spacing: 0.544px;font-family: 微软雅黑;font-size: 13.3333px;"><br></p><p style="font-family: 微软雅黑;font-size: 13.3333px;"><span style="color: rgb(129, 126, 125);font-size: 13px;letter-spacing: 0.544px;">小神童 / 整理</span></p><p style="font-family: 微软雅黑;font-size: 13.3333px;"><span style="color: rgb(129, 126, 125);font-size: 13px;letter-spacing: 0.544px;">童相遇 / 编辑</span></p><p style="color: rgb(129, 126, 125);letter-spacing: 0.544px;font-family: 微软雅黑;font-size: 13.3333px;"><span style="font-size: 13px;">老杨 / 校对</span></p><p style="color: rgb(129, 126, 125);letter-spacing: 0.544px;font-family: 微软雅黑;font-size: 13.3333px;"><br></p></section></section><p style="text-align: center;"><span class="wxart_image" wx-style="display:inline-block;"></span></p><p>转载声明：本文转载自「大童保险服务」，搜索「gh_c186e6dc3fab」即可关注，[<a target="_blank" href="https://mp.weixin.qq.com/s/WC1w_SKq3l2Pf6LwHT6nFA">阅读原文</a>]。</p></div><p></p>
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