OneConnect Presents at Insurtech Insights Asia 2025, Sharing Ping An’s AI-Driven Customer Service Transformation
Insurtech Insights Asia 2025 was recently held in Hong Kong. As one of the most influential insurance technology events in Asia, the conference attracted more than 5,000 global attendees, including leaders from insurance institutions, tech firms, consultancies, investment organizations and regulators. Participants explored cutting-edge topics including generative AI, digital health, intelligent risk control and cross-border protection.
Wang Youdong, Assistant General Manager of OneConnect (a fintech subsidiary of Ping An Group), and Zhu Ping, Head of Overseas Life Insurance Business, were invited to the annual summit to exchange industry insights and tech innovation trends with international insurance groups and fintech enterprises.Representing OneConnect, Zhu Ping delivered a keynote speech at the summit, systematically sharing Ping An Group’s practices in digital customer service and AI implementation, offering the latest China-market perspectives to global peers.
Insurance Services Evolve from “Reactive Support” to “Long-Term Value Connection”
In his speech, Zhu Ping noted that the rapid development of generative AI is reshaping how customers interact with insurers. The traditional passive, response-based service model is shifting toward seamless, intelligent and on-demand experiences.Services are moving from product-centric, one-off transactions to relationship-focused, full-lifecycle support.
“As customer touchpoints become more frequent and fragmented, service is no longer just an operational cost center — it has become a critical gateway for nurturing customer relationships and driving long-term value,” Zhu Ping said.This trend is accelerating industry-wide digital transformation and elevating customer service centers to true value hubs.
Zhu Ping outlined the development of Ping An’s customer service system:In its early stage, Ping An standardized services and achieved operational scale by unifying the 95511 service hotline, integrating service processes across more than 900 product lines, and building a nationwide centralized back-office system.Over the following decade, the system expanded to tens of thousands of employees and multiple operation centers, forming key infrastructure for Ping An’s integrated financial model.
In the modern era, widespread adoption of OCR, NLP and big data drove a customer experience-focused phase.Auto insurance automated underwriting reached 99%, and life insurance underwriting hit 92%, significantly improving process efficiency and user experience.
With the rapid advancement of generative AI and large language models, Ping An Group launched its “AI in ALL” strategy, intelligently reconstructing the entire financial value chain with AI.Leveraging large model capabilities, service scenarios have been reorganized for cross-channel consistency, with higher intelligence in content generation and data analytics, further expanding the system’s value creation potential.
Enabling Insurance to Shift from “Static Contract” to “Dynamic Companion”
Building an AI-powered service system is not a matter of isolated technological breakthroughs, but a long-term endeavor requiring coordination across business, data, processes, systems and organizations.Successful intelligent transformation relies on clear business goals, solid data foundations, reusable platform capabilities, and result-oriented iterative mechanisms.
“For AI to truly integrate into core service workflows, enterprises must adopt a systematic approach, rather than simply piling on technologies or launching conceptual projects,” Zhu Ping emphasized.
He predicted that future insurance services will feature more frequent, frictionless and intelligent interactions.As multimodal large models advance, services will transcend traditional boundaries and integrate into customers’ daily decisions around health, medical care, asset management and family planning.Insurance product combinations and SKUs will grow exponentially, with service models dynamically matched to real customer needs.“Insurance will become part of daily life and long-term planning, rather than just a static piece of paper.”
The summit brought together global leading insurers including FWD, Sun Life, HSBC, Ping An and BOC Life, as well as tech giants such as Google and Alibaba.Regulators including the Insurance Authority of Hong Kong also participated, holding in-depth discussions on risk management, channel innovation, product upgrading and practical AI applications.
As the exclusive fintech export arm of Ping An Group, OneConnect is systematically rolling out Ping An’s mature capabilities in customer service, insurtech and intelligent risk control to global markets.Building on its long-term expertise in SaaS platforms and digital business scenario development, OneConnect continues to deploy fintech solutions across Southeast Asia, the Middle East and other regions, helping local financial institutions improve efficiency, enhance customer experience and accelerate digital transformation.
Going forward, OneConnect will continue to leverage Ping An Group’s technological foundation and scenario advantages to promote the global impact of Chinese fintech capabilities in a replicable, scalable and sustainable manner.
