Insurance transformation in action: Ping An
Ping An in China presented the incredible transformation work they have accomplished.
As part of the Qorus Innovation in Insurance Awards 2026, we selected a few of the insurance players whose projects impressed us the most. Among them, Ping An in China presented the incredible transformation work they have accomplished.
What transformation strategy has your organization led in recent years?
Ping An Life is driving its digital transformation with “AI in ALL” at its core, aiming to become a globally leading intelligent insurance company, deeply integrating AI into all business processes and reshaping the insurance value chain.
The company is shifting from a product-centric sales model to a customer lifecycle-focused ecosystem, integrating health and elderly care services. Leveraging data insights, it delivers personalized insurance solutions, builds an integrated “Insurance + Health + Services” ecosystem, and offers personalized solutions such as “Tian Ping An” to redefine what makes “good insurance.”
Leveraging AI and big data, initiatives such as “AI News” and “Tai Chi Claim” have effectively enhanced product innovation, customer experience, and service efficiency.
The company has launched a new value-based culture and implemented an “AI + Talent” strategy, introducing digital employees and AI assistants across multiple scenarios, enabling end-to-end intelligent transformation from product design to service delivery.
What prompted this strategic transformation?
Ping An Life’s strategic transformation is a proactive response to industry challenges and a forward-looking move aligned with technological advancements and evolving customer needs.
The company is committed to building an integrated ecosystem of insurance, health, and services centered around the customer, creating an agile, intelligent, and sustainable organizational capability, with the vision to become a leader within a broader ecosystem in the future.
• Political:
Stricter regulation drives compliance; policies support the integration of insurance with health and elderly care.
• Economic:
Rising competition and shifting customer expectations are pushing the industry from product-centric to customer-centric models.
• Social:
An aging population and digital lifestyles are increasing demand for smart, health-focused solutions.
• Technological:
AI and big data have become key drivers of innovation and efficiency in insurance.
• Legal:
New regulations require stronger governance capabilities, leading to higher compliance costs.
What have been the most significant changes implemented, and how were they led?
Ping An Life has driven the transformation by building a customer-centric ecosystem and fostering an AI-driven culture of innovation. With strong leadership and cross-functional collaboration, the company follows four core principles to ensure its transformation moves both quickly and steadily.
• Value-Driven Growth:
The company has shifted from scale-based growth to value-based growth, focusing on sustainable performance and delivering real customer benefits — saving time, reducing worries, and cutting costs.
• Service Innovation:
Customer service emphasizes quality and trust, while product offerings are designed to meet diverse customer needs and strengthen return on investment (ROI).
• Technology Leadership:
A foundation of AI, big data, and cloud computing powers product innovation, personalized service delivery, and operational efficiency.
• Compliance & Risk Control:
Regulatory requirements are deeply embedded in the digital transformation journey, ensuring that AI applications, data governance, and risk management are comprehensive, transparent, and resilient.
What unique or key transformation practices do you follow to ensure success?
To ensure the success of its strategic transformation, built on an existing agile culture, Ping An Life’s leadership is driving progress through strategic direction, resource coordination, and cultural renewal. A total of 16 “Five Intelligence” projects have been launched to deepen AI integration across the entire value chain.
• Intelligent Marketing:
AI Sales Assistant and AI Trainer projects have led to innovative use cases such as “Omni Partner” and “Agile Decision.”
• Intelligent Operations:
Smart forecasting and AI-driven financial pre-closing projects are enhancing business efficiency.
• Intelligent Execution:
AI claims and digital employees are being deployed, with breakthroughs such as “AegisNexus” and “IRON-M.”
• Intelligent Management:
Digital audit and smart compliance initiatives are embedding AI into digital governance.
• Intelligent Service:
The Super Customer Service project is enabling a new, fully AI-powered service model.
How has your workforce been engaged and transformed through this journey?
At Ping An Life, employees are the driving force behind the transformation. Through the “AI + Talent” strategy, the company has deeply integrated workforce development with intelligent transformation, ensuring that employees not only adapt to change but also benefit from and lead it. By 2025, AI-powered roles have covered over 53% of relevant positions, equivalent to saving 366 full-time equivalents (FTEs).
• Role Evolution:
Insurance agents have evolved from traditional sales roles into “Insurance & Wellness Butlers,” trained to combine financial advisory, elderly care coordination, and basic health guidance. Employees have shifted from being “Operators” to becoming “Designers and Supervisors,” working hand-in-hand with AI agents to co-evolve and enhance performance.
• Skill Development:
Built on talent development, centered on service excellence, and driven by innovation, the company has established a structured, multi-dimensional training system aligned with strategic goals — better supporting this role transformation.
What measurable outcomes demonstrate the success of your transformation?
To drive its strategic transformation, Ping An Life has built a K-system goal cascade framework. Delivering the strategic transformation has yielded significant results across multiple areas:
• Performance:
In the first three quarters of 2025, New Business Value reached $4.96 billion, up 46.2% year-on-year. Projects such as “CIS” and “Omni Partner” enable precise customer targeting and service.
• Customer:
Home-based elderly care now covers 85 cities, with premium wellness communities in 5 major cities. Ecosystem-linked customers account for nearly 70% of new business value. “Tian Ping An” and “Trinity Guardian” deliver the industry’s first dynamic health risk prediction system, with 92.7% accuracy in 72-hour risk forecasting and a 15% drop in major illness claims.
• Efficiency:
AI-powered “Taiji Claims” settles claims in as fast as 8 seconds, with 93% processed within 60 seconds and 96% AI accuracy. “Agile Decision” configures 85% of new products, cutting launch time from 32 to 11 days.
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