Sales & Claims Integrated AI Assistant Qorus-Infosys Finacle Banking Innovation Awards 2026

1. Concept and Objectives
The “Sales & Claims Integrated AI Assistant — Group Non-Motor Sales and Claims Collaboration Intelligent Platform” aims to break down information silos between the traditional sales and claims departments by establishing a customer-centric, intelligent collaboration platform that spans the entire process, from “claims-driven case closure” to “sales opportunity identification”. Through the deep integration of AI and data technologies, the platform enables online collaboration between sales and claims teams, visualised workflows, and data-driven management. It enhances claims efficiency and the overall customer experience, while systematically identifying and converting latent business opportunities.

2. Underlying Reasons
Against a backdrop of heightened regulatory requirements for service quality in non-motor insurance claims and intensifying market competition, Ping An Property & Casualty Insurance Tianjin Branch faces two principal challenges: the significant loss of potential business opportunities during the claims process, and inefficient collaboration between the sales and claims teams, resulting in declining customer satisfaction. The existing offline communication mechanism is characterised by information gaps, unclear accountability, and processes that lack traceability. This situation necessitates a digital and intelligent upgrade.

3. Competitive Landscape
At present, most insurers continue to rely on manual handovers, telephone communication, or basic form routing to facilitate collaboration between sales and claims teams, lacking systematic support and closed-loop management mechanisms. No mature, integrated intelligent platform currently exists in the market that combines “sales–claims linkage” with “opportunity identification”, particularly within the commercial non-motor insurance segment. This represents a significant innovation gap.

4. Inspiration
The project was inspired by insights from frontline operations: “A claim marks the beginning of the next underwriting cycle.” Many claims reveal latent customer needs, such as policy renewal or coverage expansion, which are often overlooked due to the absence of an effective identification mechanism. At the same time, the headquarters’ strategic focus on “comprehensive finance” and “technology empowerment” provides both clear strategic direction and robust technical support for this initiative.

5. Departments Involved

• Ping An Property & Casualty Insurance Tianjin Branch: Leads project initiation and execution, involving the Technology & Data, Claims, Commercial Property, and Commercial Clients departments.

• Headquarters Technology Center: Provides the KPeng Agent platform and technical support.

• Headquarters Claims Department: Co-leads process design and system integration.

• Headquarters Data & AI Team: Responsible for model training and development of the knowledge base.

6. Key Achievements to Date

The core functionalities have been fully developed and deployed, covering 166 target clients and over 1,100 cases.

• Loss mitigation: 29 clients and 68 cases, saving CNY 8.52 million.

• Process efficiency: 137 clients and 769 historical cases resolved, achieving a 75.4% clearance rate.

• Premium generation: Incremental premium income of CNY 5.15 million.

The project was awarded the National Excellence Award by Ping An Property & Casualty Insurance.