Ping An expands AI services across 251 million customer accounts
Ping An Insurance upgraded its AI for Customer Support tools, launching what the company calls "Service Year 2026." The Chinese insurer's AI-powered Express Service now handles transactions, financing, claims and emergency requests through a single text prompt across multiple apps.
The service connects online processing with offline resources-service outlets, hospitals, car repair shops and rescue providers. Customers describe what they need in one sentence rather than navigating separate platforms.
Ping An also expanded its Global Emergency Assistance offering to 38 services covering more than 100 types of emergency risks. The network reaches 233 countries and regions, supporting customers dealing with overseas incidents.
The company's AI assistant integrates over 300 digital services across its customer base of 251 million accounts. In 2025, Ping An recorded roughly 90 million average monthly active online users, placing it among the highest-traffic financial platforms in China.
For insurance professionals, the deployment shows how AI for Insurance can consolidate fragmented service delivery. Rather than building separate AI tools for claims, underwriting or customer support, Ping An built a single interface that handles multiple functions-reducing friction points where customers typically abandon transactions or contact centers.
The Global Emergency Assistance expansion reflects a shift in how insurers approach risk coverage. Rather than limiting assistance to claims after an incident occurs, Ping An positioned the service as a prevention layer: customers get 24/7 access to rescue networks, medical guidance and logistical support before filing a claim.
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