At the end of each year, when most ordinary people look back on a year, the hustle and bustle of leaving early and returning late for their families, and the perseverance of staying up late to make a living, constitute the simplest and heaviest foundation of life. In China, these seemingly ordinary daily routines are constantly facing the erosion of uncertain risks such as diseases and accidents.

Picking up and dropping off children, taking care of elders, repaying loans, and working hard in the workplace... "These seemingly ordinary things are also the most worthwhile to be busy with, because they not only concern oneself, but also the important people in everyone's heart. Recently, Yuanbao, China's leading Internet insurance technology group (together with its subsidiaries, "Yuanbao"), accurately captured this extensive year-end empathy in its sixth anniversary brand video "To Every Important Ordinary Person".

Click to watch the video

The vision in the film - "to use technology to promote universal insurance and make the progress of the times and technology the hope that falls on everyone" - reveals the core business logic and practical path of this six-year-old company.This resonates with the development of China's insurance industry in recent years. Against the backdrop of continuous regulatory guidance for the industry to "return to the source of protection" and serve the real economy and people's livelihood security, the connotation of "insurance surname insurance" is constantly deepening into "insurance for ordinary people". Building a universal risk protection network to help ordinary families resist the risk of "returning to poverty due to illness or disaster" has become an important value orientation in the industry.

01 Focus on "Pu" and "Hui": Digging into the needs of ordinary people and iterating products

In 2019, the Chinese insurance industry entered a critical period of profound paradigm change. On the one hand, the past life insurance business model faced challenges under multiple factors. On the other hand, technology changed the supply mode of insurance services by reducing costs, expanding coverage, improving efficiency, and innovating risk control, driving the industry into the fast lane of inclusiveness. At the same time, some new variables began to emerge: Internet insurance ignited a prairie fire, and millions of medical and other health insurance innovations were in the ascendant

Under the wave of change, the number of pioneers in the insurance market is gradually increasing, and Yuanbao is a representative one among them. Its uniqueness lies in the deep cultivation of inclusive health insurance through the Internet.

Throughout the industry, there are not many institutions deeply involved in the field of inclusive insurance. The reason is that universal insurance needs to find a balance between social value and commercial value, achieving a comprehensive consideration of both??This requires institutions to provide equal, effective, and comprehensive protection for populations that have not been effectively covered in the past, at an affordable cost, while ensuring sustainability.

Zhu Junsheng, a postdoctoral fellow and professor of applied economics at Peking University, also stated that "currently, inclusive insurance has moved from the 'policy advocacy stage' to the 'equal emphasis on scale growth and capacity testing stage', and the development challenges are mainly reflected in four aspects:One is to ensure dispersed demand, with significant differences in risk and payment ability among different groups of people, but products and risk control still tend to be standardized and lack precise matching; Secondly, with low premiums and weak health information, actuarial pricing and long-term profit and loss management have become more difficult, compensation fluctuations have intensified, and product sustainability is under pressure; Thirdly, the balance mechanism between inclusiveness and commercial sustainability is not yet perfect, and business resilience needs to be improved; Fourthly, there are still shortcomings in claims efficiency and service experience.?

In this process, insurance professional intermediary platforms such as Pixel Insurance are important bridges connecting insurance companies with the inclusive community: they not only reach a wider range of people with lower costs and higher efficiency through technological capabilities, achieving "universality", but also provide adaptive and affordable protection through professional services to achieve "benefit", truly realizing the ecological closed loop of inclusive insurance.

The so-called 'universal' means reaching a wider range of people, which requires breaking down barriers such as geography, occupation, and health status, accurately meeting various segmented needs, and truly achieving 'everyone can buy and everyone has security'.

Yuanbao relies on AI technology and thousands of model networks to achieve personalized advertising and product service push, connecting users with protection needs at lower costs and higher efficiency, significantly improving the accessibility of insurance. At the same time, Yuanbao continues to innovate around the protection needs of different groups of people:Targeting women with exclusive health needs, we launch "Yuanbao Care for Women Specific Diseases"; Customize the "Yuan Bao Care ? Middle aged and Elderly Cancer Prevention Insurance" and relax the insurance age to 80 years old; New citizens who are dedicated to hard work and hard work, creating the "Yuanbao Guardian and Work Safety Insurance" and significantly relaxing occupational restrictions; Taking into account more ordinary people with underlying diseases, we have launched the "crowdsourcing insurance and million dollar medical care (free of health claims)" serviceEnable coverage to reach more people who were previously difficult to effectively serve.

The core of 'Hui' is universal pricing, high cost-effectiveness, making it affordable for ordinary people and providing sufficient protection. On the one hand, Yuanbao adheres to the principle of "increasing quantity without increasing price" and continues to iterate its product guarantee responsibilitiesInclude CAR-T therapy and proton heavy ion therapy in the coverage, and continuously expand the list of special drugs outside the hospital; At the same time, core responsibilities such as advance payment of hospitalization deposit, accompanying medical treatment, and critical illness hospitalization allowance will be introduced to comprehensively enhance the guarantee experience. Taking the hospitalization allowance for critical illness as an example, the responsibility for this product of Yuanbao has gradually increased from 100 yuan/day in 2021, with a cumulative compensation of 18000 yuan, to 800 yuan/day in 2025, with a maximum cumulative compensation of 144000 yuan. This doubling of the guarantee has eased the economic pressure on patients' families caused by income interruption.

On the other hand, Yuanbao continues to expand the coverage of its products, allowing users to more intuitively feel the practical value of insurance.Previously, mainstream million dollar medical insurance products usually had a deductible of 10000 yuan, and many users could not receive compensation if they did not reach the deductible after being insured, weakening the actual sense of gain of the product. In this regard,Yuanbao has upgraded its "Super Medical Insurance ? Million Medical Insurance" series, focusing on the core advantage of "zero deductible", increasing the payout ratio within 10000 yuan to 60%, and adding optional liability for purchased drugs at a more cost-effective price compared to similar products. After the release of the first edition of the "Commercial Insurance Innovative Drug Catalog" by the Medical Insurance Bureau last year, Yuanbao immediately promoted the optimization of the full range of responsibilities for "super medical insurance", achieving comprehensive coverage of the catalog and once again responding accurately to the urgent needs of the public for cutting-edge therapies and high-quality drugs in the new policy cycle.

Looking back at the six-year development process of Yuanbao, it can be seen that it revolves aroundThe two core issues of "Pu" and "Hui" have always focused on product innovation to meet the real security needs of ordinary people, making the two complement each other and work in both directions to solve the core problem of "affordable and accessible" for ordinary people.Up to now, Yuanbao has collaborated with dozens of well-known insurance companies to jointly develop thousands of insurance protection solutions, forming a full chain product matrix from basic medical insurance, critical illness protection to characteristic scenario protection.

02 Claims' Experience War ': Technology Empowers Service Efficiency and Temperature

In the current era of increasing homogenization of insurance products and user experience becoming a core competitive factor, claims settlement is no longer a simple post performance process, but a key scenario for measuring service value and testing the sincerity of inclusive commitments.

As a result, more and more insurance intermediary platforms are accelerating their transformation from "sales intermediaries" to "professional service providers", and claims services are the core "trump card" for breaking through competition and creating differentiated advantages. Nowadays, the value of intermediary platforms in the claims process has already surpassed simple "material delivery personnel", but has improved processing efficiency and process transparency through digital means. At the same time, as professional collaborators, they provide users with supported, warm, and predictable full process services.

Taking Yuanbao as an example, relying on its distinctive technological genes, it has carried out in-depth practice in technology empowered claims.The "one click upload" function launched by the company allows users to mix and upload various medical receipts, and the system can automatically identify, classify, and extract key informationTransforming the originally tedious manual material processing process into efficient and convenient intelligent computing greatly reduces the threshold for users' claims operations. According to the "Yuanbao 2025 Claims Annual Report",With the empowerment of technology, the fastest settlement time for Yuanbao Medical Insurance has been shortened to 3.4 minutes.

However, beyond efficiency, there are still a large number of complex situations that require human intervention in claims settlement. To this end,Yuanbao has launched the "Ruyi Compensation" butler style claims service, with "assisting, urging, and coordinating" as the core, and has built a professional intermediary service layer, playing the role of a helper and mediator between users and insurance companies.For users who are not familiar with the process, claims consultants provide one-on-one assistance throughout the entire process; When there is a dispute over claims, a professional team will intervene and coordinate.

The data shows that,By 2025, the "Ruyi Compensation" service has successfully mediated 141 health insurance claims disputes, helping users receive an average compensation of 35000 yuan per person.The case of Mr. Gui, a user of Yuanbao, is quite representative. When he applied for a claim for kidney disease, the insurance company initially offered a much lower compensation amount than expected. After the intervention of Yuanbao's compensation mediation team, the compensation amount was eventually pushed to reach 100000 yuan.

In fact, after years of deep cultivation and polishing in the industry, a more efficient, transparent, and warm insurance claims service system is accelerating its formation under the empowerment of technology.The 2024 China Internet Insurance Consumer Insight Report shows that 36% of consumers have experienced the convenience of intelligent claims settlement tools, which has led to a significant increase in the overall satisfaction of the industry in claims settlement, and will exceed 95% for the first time in 2024.

03 Let the times and technology become the hope that falls on everyone

In recent years, the national level has attached great importance to inclusive insurance, and has successively issued policies such as the "Guiding Opinions on Promoting the High quality Development of Inclusive Insurance" and the "Implementation Plan for the High quality Development of Inclusive Finance in the Banking and Insurance Industry", continuously promoting the high-quality development of inclusive insurance in a more accessible, affordable, and sustainable direction. At the same time, the multi-level medical security system is constantly improving, and the data integration between medical insurance and commercial insurance is accelerating, laying the institutional and environmental foundation for improving the efficiency of health insurance claims and service experience.

The rapid development and service upgrading of Pratt&Whitney also depend on the underlying support of digital intelligence technology: mobile Internet enables online services to reach a wider range of people, while big data and AI technology penetrate the whole process of pricing, underwriting, customer service, claims settlement, and become the core engine for improving the quality and efficiency of the industry and accelerating the implementation of Pratt&Whitney.

In the wave of policy driven deepening of inclusiveness and reshaping the industry with digital technology, Yuanbao's growth trajectory can be regarded as a pioneer in the industry. Since its establishment in 2019, Yuanbao has been forward-looking and always at the forefront of industry technological evolution. It is reported that,From the early GPT-2 and BERT, to the deep application in large model directions such as RAG, Agent, and Multimodal in recent years, the Yuanbao team has accumulated a large amount of real data in the insurance and medical fields for a long time. Currently, they have built an intelligent insurance service system covering the entire process of intelligent recommendation, claims, and customer service.

In the past few years, artificial intelligence technology has rapidly evolved, and there have been heated discussions in the industry about model capabilities, parameter scales, and application boundaries.But for Yuanbao, the value of technology lies not only in improving efficiency and reducing marginal costs, but also in truly understanding human needs and responding to real risk scenarios.

In the sixth anniversary brand video of Yuanbao, the products and services carried by technology are concretized as a continuous stream of particles, guarding thousands of households silently; In reality, this' invisible technological power 'originates from the lines of code typed by engineers and the repeated technological iterations of striving for excellence.Currently, more than 70% of Yuanbao's employees are technical personnel, and over 10% are professionals in the AI field. A hardcore technical team has become an important force in promoting technology and safeguarding people's livelihoods.

From laying the foundation for universal health insurance with millions of medical insurance, to the implementation of welfare insurance in many parts of the country; The health insurance industry is entering a new stage of development from focusing on the protection of healthy populations to covering a wider range of ordinary people, deepening universal coverage and upgrading services. The technology inclusive practice represented by Yuanbao is accelerating the realization of the beautiful vision of "one health insurance for every person".

Professor Zhu Junsheng pointed out that in the future, inclusive insurance will evolve towards more precise, long-term, and systematic directions, and technology will play a key role in it.As mentioned in the brand video "Dedicated to Every Important Ordinary Person":Let the progress of the times and technology become the hope that falls on everyone, and let the protection of AI and love become the strength for every family to move forward with peace of mind. ?This may be the best interpretation of the value of insurance technology - when insurance technology finally sheds its cold shell, it will become the hope that falls on everyone, caring for every small and resilient individual, and growing upward for beauty.