2025年度理赔服务年报
AXA Tianping Releases 2025 Annual Claims Service Report
安盛天平2025年度理赔服务年报显示，公司全年累计赔付金额达38.22亿元，单笔最高赔付57.5万美元（约合人民币400余万元），以实实在在的理赔数据诠释对客户的承诺，展现专业保险服务商的坚实保障能力与服务温度。
车险业务方面，全年机动车辆保险赔付总额为27.92亿元，有力护航车主出行安全。车险线上理赔占比已达88.2%，极大提升理赔效率。全年完成垫付7549笔，垫付总金额1.58亿元，收获客户致谢锦旗195面，印证服务品质与客户信赖。
健康险方面，2025年赔付金额为5.97亿元，保障范围覆盖从1.2个月婴儿至84岁长者的全年龄段人群。常规案件3日结案率达到92.3%，最快理赔案件用时仅25分钟完成赔付。全球健康险单人最高赔付达109.5万元，单笔最高赔付55.1万元。
企业风险保障领域，全年商业险赔付金额为3.43亿元，涵盖责任险、财产险、货运险等多个险种。产品责任险年度赔付超3600万元，单笔最高赔付57.5万美元。全年为各类劳动者提供赔付超1.4亿元，守护员工家庭安居乐业。
理赔效率和服务便捷方面彰显速度与温度。全年万元以下理赔平均处理时效为10.2天，同比优化0.7天，最快理赔案件从申请到赔付仅用时6分11秒；意外险便捷赔付线上完成率达65%，自动审核率27%，以科技赋能实现理赔服务高效便捷。
安盛天平秉持“从赔付者到陪伴者”理念，积极履行企业社会责任。全年向1240万人次客户发送自然灾害预警信息，启动应急响应50余次，完成巨灾天气相关赔付3175笔。深入社区、学校及企业开展金融知识普及活动200余场，覆盖用户超3500万人。
作为中国境内规模最大、业务最多元的外商独资财险公司之一，安盛天平已在华设立25家分公司，累计服务超过400万中国家庭及企业客户。公司稳健运营获政府高度肯定与权威评级机构认可，在国家金融监督管理总局2025年第二季度风险综合评级（IRR）中荣获“AA”级评价；标普全球评级与穆迪分别授予“A”级和“A2”保险财务实力评级，长期展望均为“稳定”。
AXA Tianping’s 2025 Annual Claims Service Report reveals that the company’s total annual claim payments reached RMB 3.822 billion, with the single highest claim payment amounting to USD 575,000 (approximately over RMB 4 million). These tangible claims data demonstrate the company’s commitment to customers and showcase the robust protection capabilities as a professional insurance service provider.
Regarding motor, the total annual claim payments amounted to RMB 2.792 billion, effectively safeguarding owners’ travel safety. The proportion of online motor insurance claims has reached 88.2%, significantly enhancing claims processing efficiency. Throughout the year, the company completed 7,549 advance payment cases with a total amount of RMB 158 million, receiving 195 customer appreciation banners, validating service quality and customer trust.
Regarding health, the claim payment reached RMB 597 million, with coverage spanning all age groups from 1.2-month-old infants to 84-year-old seniors. The three-day settlement rate for routine cases reached 92.3%, with the fastest claim case completed in just 25 minutes from application to payment. The highest individual payment under global health insurance reached RMB 1.095 million, while the single highest payment amounted to RMB 551,000.
In the field of corporate risk protection for enterprises, the annual claim payment was RMB 343 million, covering multiple insurance types including liability insurance, property insurance, and cargo insurance. The annual product liability insurance claim payments exceeded RMB 36 million, with the single highest payment reaching USD 575,000. Throughout the year, the company provided claim payments exceeding RMB 140 million to various workers, protecting employees’ families and ensuring their stable livelihoods.
Caring and efficient were the two words to describe the efficiency and convenience of our claims services. The average processing time for claims below RMB 10,000 was 10.2 days, optimized by 0.7 days compared to the previous year, with the fastest claim case taking only 6 minutes and 11 seconds from application to payment. The online completion rate for convenient accident insurance claims reached 65%, with an automatic review rate of 27%, leveraging technology to achieve efficient and convenient claims services.
With “From Payer to Partner,” put at heart, AXA Tianping actively commits to its societal responsibilities. Throughout the year, the company alerted 12.4 million customer for natural disasters, initiated emergency responses over 50 times, and completed 3,175 natural catastrophe claim payments. The company conducted over 200 financial literacy promotion activities in communities, schools, and enterprises, reaching more than 35 million users.
As one of the largest and most diversified foreign-owned property and casualty insurance companies in China, AXA Tianping has established 25 branches across the country, cumulatively serving over 4 million Chinese families and enterprise clients. The company’s stable operations have received high recognition from the government and authoritative rating agencies. In the National Financial Regulatory Administration’s 2025 Q2 Risk Comprehensive Rating (IRR), AXA Tianping received an “AA” rating. Standard & Poor’s Global Ratings and Moody’s respectively granted “A” and “A2” insurance financial strength ratings, both with long-term outlooks of “Stable.”