ZhongAn Health Annual Claims Service Report: Critical Illness Green Channel and Smart Claims Emerge as Most Popular Among Users
VCBeat (WeChat: vcbeat) has learned that ZhongAn Health recently released its annual claims service report. The data shows that among health insurance claims, the most frequently utilized services by users include a range of convenient healthcare and claims assistance offerings such as “medical expense advances,” “critical illness green channel services,” and “intelligent claims processing.” Specifically, for medical expense advances alone, over 983 clients received this service from ZhongAn in the past 12 months, with the total amount advanced exceeding RMB 33.15 million.
In recent years, the high incidence of cancer has become one of the leading causes of death among residents in China. According to ZhongAn’s research, malignant tumor claims accounted for as high as 45% of the cases under its “Zunxiang Yisheng” series, indicating that medical service coverage related to cancer treatment has become the most critical demand for users when purchasing health insurance products.
The report shows that the most frequently requested services by users after diagnosis are critical illness green channels, medical expense advances, and special needs outpatient services. For instance, the report cites a claims case involving a child surnamed L, who was hospitalized in February last year for treatment of a brain glioma. To cover the high medical costs, the family had already sold their only home. Upon receiving the client’s request for an advance payment, ZhongAn Insurance promptly followed up on the case. As treatment progressed, the initial advanced amount was quickly exhausted. Five days after receiving the client’s new request for additional funds, ZhongAn provided further financial support until the patient’s discharge. Within 10 days, ZhongAn advanced a total of RMB 140,000 for the patient, ultimately helping the L family navigate through the crisis.
With the advancement of technological applications and deeper connectivity, submitting commercial medical insurance claim documents and receiving reimbursements online will take only a few seconds in the future. Reports indicate that ZhongAn has leveraged technologies such as artificial intelligence and big data to facilitate rapid, self-service online claims processing for small amounts. Users applying for commercial medical insurance claims through the ZhongAn Insurance app no longer need to follow the traditional method of mailing medical records, test reports, and other materials. The entire claims process is now paperless and conducted online; users can complete small-value claims (under RMB 5,000) with just a one-click application in the app. For users filing claims via the commercial insurance network integration, the time from claim notification to payment settlement can range from as little as 30 seconds to 30 minutes.
Cases like this are far from rare. Internet insurance companies, represented by ZhongAn, leverage their continuously improving online operational service capabilities, more user-friendly value-added services, and more inclusive product pricing to provide every claims applicant with high-quality, customized claims services and experiences, thereby delivering greater peace of mind to each customer.
