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China's Major Insurer Opens Nationwide Hotline
China's largest property insurance company, the People's Insurance Company of China (PICC), on Wednesday opened a nationwide consumer hotline, the first ever by a Chinese insurer.
The hotline, at 95518, provides 24-hour service to customers and the general public for reporting accidents, consultations, information on new policies, complaints and scheduling appointments, said Sun Xiyue, PICC general manager, at Wednesday's opening ceremony.
Sun said that hotline will enable PICC to attend to policy holders timely, whenever and wherever they need insurance service.
In the past, customers with questions or problems have had to contact the original underwriting PICC branches, which has proved troublesome and time-consuming.
With the setting up of more than 300 call centers nationwide, customers can now dial the local 95518 and will be served by the local PICC branch, which can also transmit the customers' information to the company's intranet system.
In addition to the 95518 hotline, the company now also offers new services such as 24 hour availability, rescue at accident sites, help to customers in traffic accidents, and handling claims within a limited time.
The hotline marks a major effort by the PICC to improve its services by integrating its existing edge in network and staff with electronic management, Sun said.
It is also a positive move on the side of the PICC to prepare for tougher competition in the insurance market following China's expected accession to the World Trade Organization (WTO), he added.
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