According to the "Xiaoma Claims 2023 Annual Service Report" and "Huize Customer Service Annual Report" recently released by Huize, in 2023, Huize provided professional insurance services for over 1 million families and more than 11 million policies, assisted 92000 customers in claims processing, and helped to obtain compensation amounts of 570 million yuan, safeguarding the legitimate rights and interests of customers by 11.4135 million yuan.
From the perspective of policy services, 99.4% of Huize's customers prefer electronic contracts, while only 0.6% of customers need to send paper contracts. Electronic follow-up has reached 62.5%, providing customers with a more convenient insurance service experience through the internet. In addition, Huize has upgraded its self-service security application portal and launched 23 online security services, including the security service hall, security progress inquiry, and short-term insurance refund and exemption materials. Most customers can complete preservation applications independently, and in 2023, the self-service preservation processing rate reached 74.8%.
In 2023, Huize's preservation change cases exceeded 269000, and the fastest preservation processing time was only 3 minutes. With professional and attentive services, we solved the urgent needs of users. The annual cumulative continuation rate of Huize Long Term Insurance in the 13th and 25th months is both above 95%, with the highest annual renewal premium paid being 6 million yuan. Huize stated that this reflects the high recognition of platform products by customers.