China Insurance Industry IT Application and Market Research Report
Informatization status and purchase behavior survey in insurance industry
Insurance company system construction overview
Insurance company integrated business system construction status
The integrated business system is the core system of the insurance company, which can be divided into an insurance comprehensive business system and life insurance integrated business system. These integrated business systems, according to the functional module, by new contract processing systems, certification systems, toll systems, orders systems, preservation systems, claims systems, nuclear compensation systems, customer service systems, and agent management systems, etc. Composition, you can realize specific functions such as insured, verification, sign, payment, approval, payment, quotation, restriction, report, payment application, nuclear compensation, payment, and customer service. From the system architecture, most of the three-layer clients, server structures, to achieve logic and representation of logical separation, distributed processing of logic services, and distributed processing indicating logical services. For the life insurance integrated business system, zero insurance, parameterization technology, support for dynamic to delete insurance.
According to the survey, all insurance companies have an integrated business system. Among them, insurance companies with their own development business systems include Ping An Insurance Company and Xinhua Insurance Company; the purchase of the forming business system has China Life and Taikang Life; and cooperating with the manufacturer is the Chinese people's insurance company and the Pacific Insurance.
China Life Insurance Company uses the CBPS life insurance integrated business system of CCPI in the United States, and has implemented more than 30 branches across the country in 1997. In addition, a few branches use Shangyang's new generation business system when updating the recent system, including Qinghai and Shenzhen. The branch of Sichuan, Chongqing and other southwestern parts, the system was developed by Gaowaida.
In July 1999, the Pacific Insurance Company spent $ 5 million to establish a new system to comprehensively enhance service capabilities and strive to create new high. Coffinkary System Co., Ltd. has been delivered for the "Life Insurance Management System" established by China Pacific Insurance Company. "Life Insurance Management System" can update the business procedures for Pacific Group and personal life insurance, including from the drag insurance policy, charge insurance premium to claim, and the whole process of claims.
In addition, Taikang Life Insurance Company has begun to promote the life insurance integrated business system provided by localized US CSCs in various local branches in the second half of last year. The set system costs more than 1 million yuan, which is the most important initiative in the recent information strategy of Taikang Life.
The property system of the Chinese People's Insurance Company is developed by Shangyang and Zhongke Soft. In addition, Shangyang and Zhongke Soft have also developed the life insurance integrated business system of Xinhua Life Insurance, and Pacific Insurance.
Insurance company call center system construction status
In the insurance company involved in this survey, China Ping An Insurance Company, Pacific Insurance Company, China Life Insurance Company and the Chinese People's Insurance Company have implemented call center systems in most provinces and cities in the country; and Huatai property insurance company, Hua'an property Insurance companies and Swiss Fengtai Insurance companies have not established a call center system.
Among them, the call center of the Chinese people's insurance company "95518" is provided by Fang Zheng Aud, which has implemented in 2000 and completed in June 2001. It became the first national unified number of national unified numbers in my country. The system is based on the ISC2000 multimedia call center platform, which is responsible for building a customer service system and provides a number of services such as system integration, software development, engineering implementation. The system covers all provinces, autonomous regions and municipalities other than Qinghai, a total of 320 call centers, with more than 4,500 insurance branches throughout the country, and has more than 2,000 operators. Among them, there are more than 30 cities with large switches.
In addition, Ping An Insurance has completed the construction of 30 provinces and cities across the country in September 2001, and the construction of its national layout in the 2001 communication network in 2001. To a certain extent, the Ping An National Call Center is a national centralized large-scale comprehensive financial services call center with international advanced level. Currently, 95511 mainly provides sunshine, online securities and e-commerce such as consultation services. There are two major parts of the daily business, including: Insured consultation, policy query, preservation, change, claims, reservation services, complaints; call out business is now: new contract return, fee notice, customer Birthday greetings, policy anniversary return and customer message reply, etc. To meet the different needs of our customers, 95511 also provides automatic voice systems, faxes, and online email replies such as instant service. It is understood that the Ping An Call Center will build a national call center as a national call center, a comprehensive financial services center for the regional city center, supplemented, specialized management, and commercial management. It should be noted that in these national insurance companies implemented in the call center, although most call centers are all planned by the head office, there are also a few branches outside of the plan. For example, the call system of the Pacific Qingdao Branch is developed by Hangzhou Sanjiang, and the Taiyuan Branch uses the system developed by Alcatel. Lanzhou, Hangzhou Branch, is developed by Huawei Insurance, and its Inner Mongolia branch has not established a call center, but planned within two years.
Insurance company e-commerce system construction status
The survey results show that 60% of insurance companies have opened their own websites, and 24% of insurance companies planned in the near future. Among these insurance companies that have already opened the website, 20.8% of insurance companies have realized online sales of certain insurance, 8.3% of insurance companies are under construction, 41.7% of companies plan, only 29.2% of insurance companies No online insurance is not implemented in the near future.
Insurance company CRM system construction status
The customer relationship management system (CRM) is low, and the survey results show that only 17% of insurance companies have customer relationship management. Among them, Ping An Insurance Company Beijing Branch used Turbo CRM, Chongqing, Dalian, Hangzhou Branch and Pacific Insurance Company Dalian Branch using Oracle's CRM. In addition, the Pacific Insurance Taiyuan Branch uses the customer's relationship management system of the East Afa. The Guangzhou Branch of the Chinese People's Insurance Company chose the CRM system developed with Zhongke Soft. 57% of insurance companies plans to implement CRMs in the near future, including Chinese people's insurance companies, China Life Insurance, Taikang Life Insurance Company, etc. Another 26% of insurance companies have not implemented CRM programs in the near future.
Insurance industry near three years IT input
According to the survey, the annual average annual investment amount of IT in the past three years is 936 billion yuan. This data is derived from the most representative of 9 insurance companies in China, which is expected to invest in China, which is the Chinese People's Insurance Company, China Life Insurance Company, China Ping An Insurance Company, China Pacific Insurance Company, Xinhua Life Insurance Company, Taikang Life Insurance Company, Huatai Property Insurance Co., Ltd., Hua'an Property Insurance Company and Tian'an Property Insurance Company. In 2001, the insurance industry has the greatest strength, which is related to the trend of the insurance industry data.
With China's reality of China's accession to WTO, domestic insurance companies have increased investment in business, services, in order to increase the competitiveness of foreign insurance companies. As usual, the implementation of online insurance, call center, etc. also drives the growth of IT input. We believe that the insurance industry will remain at $ 1 billion in the next 2 years, from product distribution, small machine and storage equipment investment will maintain a higher proportion, and the proportion of PC products will be Decline, the proportion of applications will be further increased; from regional distribution, North China, South China, East China is still the focus of investment, and the investment in the western region will continue to increase.
Product distribution
From the product allocation of IT investment in the past three years, IT costs in the insurance industry are mainly small machines, PCs and their servers, and network products, followed by system software and application software. The system software in the 1999 insurance industry has the highest cost; the proportion of PC declines year by year, and the proportion of application software has a growth trend. Regional distribution
From the regional division of IT input from the insurance industry, the proportion of North China, East China and South China is large. The IT investment in the southwest, northwest is increasing year by year. With the development strategy of China's western region, the insurance industry will also adjust the IT input strategy.
Insurance company purchase behavior survey
IT equipment procurement factors
When choosing IT products, the factor for insurance companies is the after-sales service, the proportion is 34.6%; followed by brand awareness, practicality and compatibility. For product prices, it affects only 9.0%, which fully reflects the purchase behavioral characteristics of insurance industry users.
Insurance companies choose the factors considered by system integration
When choosing a system integrator, the most important factor in the insurance industry is after-sales service, the proportion reaches 75%; followed by brand awareness, price, familiar with insurance business, complete solutions and success cases.
Insurance company IT put into purchase decision mode
The current IT equipment procurement model of IT equipment is combined with the company's unified purchase and branch's own purchase, the proportion reaches 76.3%, which is mainly for efficiency, cost and specific project comprehensive consideration; the company's unified purchase of insurance companies is 21.1 %; The proportion of insurance companies purchased by branch themselves is only 2.6%.
Insurance industry development trend and future IT demand analysis
The development trend of future insurance industry
Insurance depth gradually expand
The development of China's insurance industry is still in a low level. According to the development law of the insurance industry, the premium income generally accounts for 3% to 5% of the gross domestic product. From the situation of the current Western developed countries, the annual insurance income generally accounts for about 8% to 10% of its domestic product, and my country's 1998 premium revenue only accounts for 1.5% of the gross domestic product, ranking in the world 70 points. According to the per capita premium, only 100 yuan, although there is less than 10 yuan in the early days of restoring insurance business, it is still around 80th in the world. Obviously, we have a large level of per capita premiums with Western developed countries.
Market concentration reduction
Due to the advantages of using new technologies, small companies continue to launch some quality products and services. After making up for the disadvantages of outlets and insufficient staff, it has launched a strong challenge to the market occupied by the company. Ping An Insurance Company took the lead in launching investment chain insurance products with financial services in China, which has caused the strong interest in the majority of guaranteed households; the Pacific Insurance Company's "Taikang Online" and Taikang Insurance Company have been opened, marking China New Generation Insurance companies began using network technology to conduct modern network insurance marketing. With new products, the advantages of new services, in some partial market competition, small companies have begun to exceed the big company in the market share. The life insurance business of Ping An Insurance has exceeded China's lives in Beijing, and in some economically developed coastal open cities, the Chinese Baoli, the market share of China's life has even been ranked third and fourth.
In addition, facing the challenges brought about by China to join the WTO, the regulators have continuously approved the establishment of new insurance companies, and give small companies, especially foreign companies, relatively favorable policies to introduce competition mechanisms. In such a market environment, new insurance companies will eventually become a more dispersed market.
Investment channel diversification
At present, the reason why domestic insurance companies have not achieved higher assets is largely due to the limitations of bank interest rates and investment methods. The Insurance Regulatory Commission has relaxed part of the insurance company's proportion of investment funds. At the end of December 2000, the China Insurance Regulatory Commission announced the list of insurance companies qualified by the Securities Investment Fund, and 22 insurance institutions have got into the market, and they were allowed to enter the market funds from 5% to 15%. Not equal.
We believe that the future profit growth point of the insurance industry is the expansion of funding channels. Combined with China's current economic development status and insurance company's investment management capabilities, the government may further increase the investment channel of insurance funds, enhance the liquidity, returns and safety of insurance funds, including through the formation of insurance funds into the stock market. Allow insurance companies to participate in the first-level market subscription, properly participate in the secondary market transaction, invest in a long-term stable return national key construction project and infrastructure project. New insurance continues to launch
Ping An Insurance Company sold the first domestic investment link product policy in Shanghai in October 1999, which has uncovered a new page of the development of the domestic life insurance industry. Representing the latest trend and trend of foreign insurance products, "investment link insurance", "Yelid Life Insurance", formed the first round of hotspots last year last year. Investment link type products are a new combination risk, which divides the premium delivery of the insured and "guarantee" and "investment", of which the investment part is not fixed, directly related to the insurance company's investment income, Customer and insurance companies share risks. This product has completely changed the practice of secure interest rate-based life insurance only with security and savings, while reducing risk while reducing risk, the life insurance has also increased its investment function. Investment chain insurance is the innovation of life insurance products. It brings my country's life insurance industry and even the impact of the entire financial industry is not just conceptual, it will fundamentally solve the problem of mismatch in my country's life insurance assets and liabilities.
Silver insurance cooperation is further strengthened
Since China Construction Bank Signed an E-commerce Cooperation Agreement in October 2000, all insurance companies have signed an agreement with banks and banks. The silver-insurance cooperation in Beijing, Shanghai, and Shenzhen has the greatest efforts, which can make a credit card for the holding household, free of charge, and a joint card with debit card functions.
Compared with traditional marketing channels, bank selling insurance is very distinctive: First, the danger is more special, simple procedures, strong operability, no need for insurance salesman one-on-one, explain; second, payment, especially It is an automatic transfer of monthly and passbook accounts, which fully reflects the advantages of many bank outlets and convenient payment. Solitary Cooperation This has gradually become a major trend in the development of domestic life insurance markets. Banks can thus expand intermediate business, providing diversified services; insurance companies can also reduce marketing costs with banking networks, more convenient insurance, payment, and access to insurance.
Further development of bank agency insurance business requires an electronic level of banking and insurance companies to achieve networking operations. The development of banks and insurance business requires support for information exchange technology. Due to insurance products, especially some long-term personal insurance products need to be verified, the delivery and feedback of information is quite important, and both parties must realize networking to improve business capabilities and business efficiency. Therefore, the demand for insurance industry and banking accelerates electronic construction is increasingly urgent. Bank, insurance is established, and the demand for data transmission systems will be further expanded.
In addition, the postal system will also be an important means of insurance companies to develop sales channels. China Post has more than 67,000 business halls across the country, and each postal business office has similar bank savings, which facilitates the insurance coverage and renewal of the insurance.
The impact of the development of the insurance industry on IT needs
With China's joining WTO, new insurance companies continue to emerge, corporate image propaganda, brand shaping, new insurance development and service quality improvement have become a means of participating in market competition.
The emergence of dividend insurance has exacerbated demand for data concentration
Because of the business of dividend insurance (investment link), there is more emphasis on funding, if the premium is left to the county municipal balance point, once you want to concentrate on the head office, the cycle will be longer, it is not conducive to the rapid funding, efficient use, thus hindering the most Investment channel with potential. Therefore, the development of new business requires the business management of life insurance companies to further focus, which is consistent with the development of banks. The concentration of data is a requirement, management requirements and business requirements of management, and is the requirements for the development of the financial industry.
For example, China Life Insurance Company, originally placed the business handling center in the end of the outpoint system or municipal level, which is very unfavorable to its development, especially the timely use of funds; with the development of business, centralized management, unified management The requirement is getting stronger. In 2001, the data of more than 80% of China Life Insurance Companies will focus on the level of the city, estimated that data will be concentrated in higher levels in 2 to 3 years. Because only data is highly concentrated, management can quickly make decisions, reducing risks and improving profitability. Demand's personalization improves the service awareness of the insurance industry
Coastal cities in the insurance industry will be the focus of the competition of foreign insurance companies after China, so the insurance companies in these areas will claim their claims, and the system is the focus of future investment. For example, many companies in Shanghai have adopted an easy-to-insurance online check system to improve service quality.
According to the survey, 61.5% of property insurance companies use motor auto insurance as the core business of the company's future development. The proportion of corporate property insurance, family property insurance and consumer credit insurance is 23.1%, 15.4%, and 7.7% in turn.
Specialized operations have added the demand for outsourcing services
After the implementation of the original China People's Insurance Company in 1996, the China Insurance industry took a professional operation in the true sense. According to the experience of the international insurance industry, future insurance companies business operations have further refined space. For example, from the original insurance company, the company, such as a company, such as franchise fire insurance, specializes in health insurance, a new insurance company that specializes in agricultural insurance or specializes in motor vehicle insurance business. In short, every new market entity is new opportunities for IT vendors or for system providers.
Not only that, even if some information is high, insurance companies with strong technical teams have also begun to out of their information construction projects, thus only focusing on their insurance business and daily maintenance work. Typical examples are Ping An Insurance Company and Taikang Life Insurance Company chooses to outsource IDC to UniHub, and cooperation will benefit both parties. Insurance companies will enjoy specialized, high-level value-added services, which can concentrate their core applications. and service. Not only that, not only the outsourcing service, a large number of facilities and personnel costs are all stared, and the costs that will be greatly reduced.
We believe that the trend of the application of the insurance industry in the future is an outsourcing service, but because the financial industry is more in China, the current manufacturer and system provider has a certain distance from this requirement. System integrators should learn from foreign successful experiences, and more profoundly understand the current actual needs and purchase capacity of China's insurance industry.
Online insurance is still hot
Although the current insurance e-commerce is just just starting, it is still facing the concept, safety, certification, payment, etc., but with the rapid development of network technology, almost all the merchants in the world have seen the network development. Infinite business opportunities, turn your gaze to Internet and e-commerce.
First, this channel greatly reduces the cost of sales for those who are suitable for online sales. According to foreign surveys, if the insurance company's external business system applies Internet technology, take automotive insurance as an example, can reduce cost 25% to 30% during processing per business. The Internet-based internal management system is established, which can help insurance companies save about 45% of operating costs from a long period of time.
Second, e-commerce programs increase the quality of service of insurance companies. Online insurance is never just just online sales, e-commerce is not only the extension of the traditional sales model of the enterprise, it has an influence on the operational model and operational concepts of the enterprise. For example, Ping An Beijing Branch is trying the application system of online car claims and loss items, which includes automotive parts quotation systems, and can be reviewed at headquarters or secondary institutions. Dessed and claims the work cycle of two business links. The previous auto insurance claims is calculated as the unit as a month, and now it is reduced to completed several days and has been well received by customers.
Third, online sales brought innovation in insurance products. For example, Ping An Insurance Company and Taikang Life Insurance Company, although they all have their own traditional insurance, they are all kinds of innovation of new types of insurance. At present, Ping An launches online professional products in the PA18 website. It is aimed at 100 yuan / year for people who often travel, tourism. It is 100,000 yuan / year insurance, including travel in various public transportation. Tool's insurance. Fourth, the online system provides an information platform for the exchange of insurance companies. While ensuring technical support, the e-commerce department is a greater role to provide the company with a channel that delivers internal information. The company's latest information can be transferred. Some managers are worried that they will put the documents online will not vent. In order to disregard their concerns, the e-commerce departments give each managers within the company, and the employees have granted different privileges. The greater the content, the more the content is, the more you see. Just as a safe, take more people who can open multiple drawers.
Finally, online insurance optimizes the sales channel of insurance companies. The agency and salesman are the two major sales channels of the insurance industry, and the BUSINESS-CHANNEL-CUSTOMERS and the online "Sales World" are designed for the agency and salesman. The business processing platform constructed in BCC mode will connect to the network through the network, and the agency is installed by the application software, customer insurance application, and the application of the policy is completed by the agency. Agency is passed by PA18 Operation of online-registered warrants, finally completed insurance for 5 to 10 minutes. The use of traditional methods requires manual delivery of multiple processes, repeated confirmation, usually takes a 1 month to complete a sales.
Network optimization and data storage will be the focus of recent insurance industry informationization
The amount of data is large and the data security requirement is the feature of the insurance industry. In addition to the core business system, most insurance companies have established office automation systems, financial systems, decision support systems, data warehouses, and some other systems, and various types of data. increase. With the application of the insurance company's integrated business processing system, the data is distributed in all districts and counties, and the data is concentrated in the city. Whether it is from management quality or data security perspective, it is scattered in county-level computers than data. Bring superiority. But at the same time, data growth and concentration also make data backups in the insurance industry become more important. At present, the insurance business has a trend of diversification, and the insurance products also have a diverse, financial insurance and life insurance and between cross-selling between life insurance products, which makes a higher demand for data. .
In addition to network upgrades and bandwidth, data backups have also become a major challenge for China's insurance industry. The US "9.11" terrorist incident, once again show the importance of enterprise backup key data, and a sharp increase in data backup has also driven insurance company's investment in storage equipment. For example, Ping An Insurance has gradually increased the demand for storage in recent years, and the purchase of safely in the storage system last year accounted for 1/5 of the overall IT investment; only 1/9 ~ 1/8 before. Ping An Insurance is expected that last year's business data increases by at least 50% from the previous year. Since this growth will continue, Ping An will consider using some highly available storage systems in East China, and will also consider the storage system at the same time. Different levels of disaster.
