Recently, Waterdrop Insurance officially released its 2025 Annual Service Report. The report indicates that over the past year, Waterdrop Insurance has continuously upgraded its "Three-Good Service" system—comprising good products, good service, and good claims settlement—by deepening the integration of inclusive product innovation and AI technology. Throughout the year, the platform cumulatively launched 242 customized insurance products, 57 of which required no health declaration; through professional claims assistance services, it helped users complete a total of 66,344 claims cases, with assisted claims payouts amounting to 394 million yuan. The deep application of AI technology significantly enhanced service efficiency, improving claims settlement speed by 16.49%, with the fastest case settled in just 1 minute and 36 seconds.
Deepening inclusive product innovation, the average claims payout for the silver-haired demographic exceeded ten thousand yuan. In 2025, Waterdrop Insurance further focused on the protection needs of specific groups, including individuals with pre-existing conditions, the elderly, and mothers and infants. A joint report titled "Innovative Research Report on Insurance for Populations with Pre-existing Conditions (2025)," released with China Financial Media and the Chinese Academy of Social Sciences' Insurance and Economic Development Research Center, revealed that the top three concerns for users with pre-existing conditions are "simpler health declarations" (63.5%), "lower barriers to entry" (63.3%), and "more certain long-term coverage" (61.7%). Empowered by deep integration of AI and big data, Waterdrop accelerated its product innovation pace, utilizing intelligent risk control models and precise demand analysis to offer greater possibilities for the innovative customization of insurance products. The annual report shows that Waterdrop Insurance continued to strengthen its supply of inclusive insurance products. In 2025, the platform launched a cumulative total of 242 customized insurance products, including 57 that required no health declaration; claims payouts for insurance covering pre-existing conditions reached 55.9852 million yuan, a year-on-year increase of 46.83%. Regarding protection for the elderly, the platform launched 221 senior-friendly products, with the average per capita claims payout breaking the ten-thousand-yuan mark, reaching 11,265.13 yuan.
With AI empowerment, Waterdrop Insurance achieved an intelligent upgrade of its service processes. The AI smart assistant "Bao Xiaohui" realized an immersive "speak-and-handle" service, with an average voice response time of just 1.5 seconds, capable of providing 100% responsiveness 7x24 hours. The AI digital employee "Bang Bang" officially joined the "Bang Bang Claims Service Studio," completing 13,290 AI claims conclusion interpretations for users throughout the year, improving the average claims document review time by 22.66%, with the shortest review time being just 7.5 seconds, and the highest accuracy rate for claims timeliness prediction reaching 90.6%.
While enhancing efficiency, Waterdrop Insurance also actively utilized AI risk control models to proactively prevent risks. It preemptively intercepted and issued warnings for illegal activities such as fraudulent policy surrender representation, establishing a collaborative governance loop involving "users-platform-insurance companies." In 2025, cases investigated by Waterdrop Insurance in cooperation with the police were included in the second batch of typical "black and gray industry" illegal crime cases in the financial sector jointly released by the National Financial Regulatory Administration and the Ministry of Public Security, demonstrating the platform's commitment to safeguarding user funds and information security.
Professional services embodying warmth, the 1V1 claims hotline served 94,000 users. Beyond using AI tools for efficiency gains, professional and compassionate human service remain indispensable. In 2025, Waterdrop Insurance's online broker team continued to upgrade, building a new service ecosystem that is professional, digital, and user-centric, having cumulatively provided coverage planning for over 130,000 families, with service satisfaction consistently maintained above 95%. Concurrently, in 2025, Waterdrop Insurance's "Bang Bang Claims" 1V1 dedicated hotline served 94,079 users, a year-on-year increase of 394.68%, and successfully secured reasonable claim payments totaling 4.9693 million yuan for users throughout the year. For instance, a Ms. Wang, whose claim was initially denied due to a "coronary heart disease" pre-existing condition, received assistance from the "Bang Bang Claims Service Studio." Through medical analysis, it was clarified that her condition, "coronary artery spasm," differed from "coronary heart disease" in key aspects such as root cause and发作 characteristics, and was not listed in the policy's exclusion clauses. After professional appeal, 16,000 yuan in claim payment was successfully secured for the user. This case highlights the critical value of Waterdrop Insurance's professional service in resolving claims disputes and protecting users' legitimate rights and interests.
In 2025, through the multi-dimensional synergy of inclusive product innovation, AI-driven efficiency gains, and professional services, Waterdrop Insurance not only achieved a leap in service efficiency but also deepened the breadth and warmth of its protection offerings. Looking ahead, Waterdrop Insurance will drive the upgrade of its "Three-Good Service" with AI, aiming to create a more efficient and caring insurance experience.
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