Ping An Deploys AI-Powered Insurance Claims Processing System in Shenzhen

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Ping An Deploys AI-Powered Insurance Claims Processing System in Shenzhen

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Ping An Property & Casualty Insurance Company of China, a subsidiary of Ping An Insurance (Group), has deployed the "Credit-Based Smart Auto Insurance Claim Solution" in China. The system, which launched in January 2019, was the first to enable drivers to submit auto insurance claims through their mobile phones and receive compensation deducted from a dynamic credit quota based on their driving behavior, traffic violations, and credit records. The solution uses an AI smart claims credit model built on image damage assessment, optical character recognition (OCR) for bill identification, and biometrics. Traditional single-party auto insurance claims without injuries previously took an average of 10.59 days; with the AI system, the average processing time is 188 seconds—a reduction of more than 99% in settlement time. The deployment has scaled significantly since launch. Over 10 million auto owners have received "safe driving credits" through the platform, and more than 113,000 customers have used the claim system. The deployment operates across Ping An's service network, integrating with internal claims processing infrastructure to validate damages, cross-check policy terms, and disburse compensation in real time. The system received the Silver Award in the Customer Experience category at the Efma-Accenture Innovation in Insurance Awards 2020, making Ping An the first Chinese company to receive recognition at the awards program. The awards evaluate nearly 360 submissions from 240 institutions across 45 countries, with winners chosen through a rigorous, independent judging and voting process by industry peers.

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