From the night of May 23rd to the early morning of May 24th, sudden, extreme, and heavy rainfall in Yongchuan District, Chongqing, triggered flash floods and geological disasters, resulting in casualties.
Following the incident, China Pacific Insurance (CPIC) responded with high priority. Coordinating efforts between its property & casualty and life insurance arms, as well as between its headquarters and branches, the company immediately activated its emergency response mechanism for unexpected events. It opened a green channel for claims settlement and introduced nine service measures. These include accepting claims reports and inquiries 24/7, simplifying claims documentation, and removing restrictions on designated hospitals and medical expense coverage.
CPIC's Chongqing branches for both property & casualty and life insurance quickly established emergency response teams. They began coordinated efforts for disaster assessment, handling, and investigation, working overnight to verify information from various business channels. Concurrently, they conducted comprehensive checks on key insurance lines that may be involved, including life, liability, accident, and property insurance.
CPIC will continue to monitor the progress of this incident, maintaining active communication with government authorities and industry peers. It will further advance tasks such as policyholder verification, insurance compensation payouts, and coordinated rescue efforts to ensure services are delivered effectively, striving fully to safeguard the lives and property of the public.
CPIC's Nine Service Measures: 1. 24/7 Claims Reporting and Inquiry Service: Accepting reports and inquiries through multiple channels, including the national unified customer service hotline 95500, the "Pacific Insurance" app, the official website, and the WeChat service accounts for "Pacific Property Insurance" and "Pacific Life Insurance." 2. Proactive Customer Information Verification: Actively obtaining lists of individuals affected by the disaster through various channels, conducting comprehensive checks on customer claims information, proactively contacting partners to offer condolences and claims services, and actively mobilizing local resources for rescue services, on-site visits, and claims guidance. 3. Policy-Free Claims Service: Customers can apply for claims settlement without needing to provide their insurance policy. 4. Simplified Claims Documentation: Streamlining the proof materials required for accident claims. If a customer's insurance incident is confirmed by the officially released government list of accident victims, they can apply for claims settlement in advance. 5. Removal of Designated Hospital and Expense Limits: For customers requiring emergency treatment due to the incident, restrictions on receiving treatment at designated hospitals and limits on reimbursing out-of-pocket expenses during the emergency treatment period are waived. 6. Simplified Appraisal Procedures: For injuries sustained by customers due to the accident, if the hospital's clear diagnosis already meets the policy's payout conditions, no additional appraisal is required. 7. Provision of Advance Payments and Door-to-Door Service: The company will proactively offer advance claim payments to customers with valid claims arising from the incident to meet their needs. For particularly major cases, after settlement, the company will proactively visit customers to offer condolences and deliver the claim payment. 8. Provision of Disaster Prevention and Mitigation Services: Monitoring flood situation developments in real-time, conducting awareness campaigns on preventing secondary disasters during the flood season, and providing professional disaster prevention and mitigation services. 9. Provision of Humanistic Care Services: Offering humanistic care services based on respecting the wishes of customers' families, paying claims promptly at a time and in a manner acceptable to the customer, thereby fulfilling policy commitments.
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