1 Background & Challenges

As one of China’s largest insurance groups, PICC serves more than 80 million customers across multiple business lines, including auto insurance, health insurance, property insurance, and corporate coverage. With a vast customer base and an extensive branch network, maintaining timely and effective communication throughout the policy lifecycle had become increasingly challenging.

Traditionally, policy renewals, payment reminders, appointment confirmations, customer follow-ups, and marketing campaigns relied heavily on manual call center operations. However, as business volumes grew, several operational bottlenecks emerged.

Customer service teams were required to handle large volumes of repetitive outbound calls every day, particularly during renewal peaks. Agents often spent significant time on routine tasks such as policy reminders and appointment scheduling, leaving limited capacity for high-value customer interactions. Meanwhile, inconsistent follow-up processes across different branches led to varying service quality and lower conversion rates.

In addition, insurance products typically involve long customer journeys and multiple touchpoints. Customers expect timely notifications, personalized communication, and convenient service channels. PICC needed a scalable customer engagement solution capable of improving operational efficiency while maintaining service quality and compliance standards.

2 Solution

To address these challenges, PICC deployed the Kontactix AI Outbound Call Center and integrated it with its CRM, policy management, and customer service systems to build a unified outbound communication platform.

The solution supports a wide range of business scenarios, including policy renewal reminders, premium payment notifications, appointment confirmations, customer satisfaction surveys, claims follow-ups, and marketing campaigns. By automating high-frequency and standardized communication tasks, service teams can focus on more complex customer needs.

The platform automatically launches outbound campaigns based on customer profiles, policy status, renewal windows, and business rules. Customers receive timely reminders before policy expiration, while customer responses and interaction records are synchronized with the CRM system in real time, allowing sales and service teams to follow up more efficiently.

For customers requiring additional assistance—such as policy consultation, claims inquiries, or renewal negotiations—the system seamlessly transfers calls to live agents, ensuring continuity of service throughout the customer journey.

At the same time, centralized management tools provide headquarters and regional branches with real-time visibility into campaign performance, customer engagement, and follow-up progress, helping standardize operations across the organization.

3 Solution Highlights

End-to-End Policy Lifecycle Management

Insurance customer engagement extends far beyond policy sales. The platform supports the entire policy lifecycle, including lead nurturing, policy issuance, renewal reminders, premium collection, customer care, and post-claims follow-ups, helping build stronger long-term customer relationships.

Automated Renewal and Follow-Up Operations

Renewal seasons often generate enormous outbound workloads. By automating policy reminders, appointment scheduling, and customer callbacks, PICC significantly reduced manual workloads while ensuring that every customer receives timely communication.

The system can automatically prioritize customers based on policy expiration dates, historical interactions, and business priorities, helping teams focus on customers with higher conversion potential.

Consistent Customer Experience Across Regions

With hundreds of branches and service centers nationwide, maintaining consistent communication standards is critical. The unified platform standardizes outbound processes, conversation scripts, and customer service workflows, ensuring a more consistent experience regardless of location.

Flexible Support for Multiple Insurance Scenarios

Different insurance products require different customer engagement strategies. The solution supports a variety of scenarios, including:

• Auto insurance renewals and inspections
• Health insurance policy notifications
• Claims status updates
• Customer satisfaction surveys
• Cross-selling and upselling campaigns
• Appointment scheduling and callbacks

This flexibility enables business teams to quickly adapt communication strategies to changing market needs.

Better Visibility into Customer Operations

Managers can monitor key operational indicators—including contact rates, renewal performance, follow-up completion, and customer feedback—through a centralized dashboard. These insights help optimize campaign strategies and improve resource allocation.

4 Customer Results

Following deployment, PICC achieved measurable improvements in customer operations:

By streamlining routine communication and standardizing customer engagement processes, PICC successfully improved service efficiency while strengthening customer retention and long-term loyalty.

5 Conclusion

For large insurance organizations, customer communication is no longer limited to individual touchpoints—it has become a core driver of operational efficiency and customer retention.

By modernizing its outbound communication processes, PICC established a more efficient and scalable customer engagement model across policy renewals, customer service, and after-sales operations. The project demonstrates how intelligent automation can help insurers improve customer experience, optimize operational performance, and support sustainable business growth in an increasingly competitive market.