Technology Enablement as a Core Engine of Service Innovation

Under the principle of “AI in ALL,” Ping An remains customer needs-oriented and focuses on enabling its core businesses. By building leading technological capabilities around the four elements of AI, algorithms, data, scenarios, and computing power, Ping An improves experience, manages risks, cuts costs, and promotes sales across its “integrated finance + health and senior care” strategy.

Ping An develops vertical large AI models for finance, health care and senior care, supported by industry-leading proprietary databases, external advanced open-source large model distillation, reinforcement learning, and deep scenario applications. These capabilities are helping the Group shift operations and management from experience-based decision-making to data-driven decision-making, laying a strong foundation for professional financial advisers, health advisers and senior care concierges.

AI Scale and Infrastructure

• In 2025, over 230,000 employees of Ping An Group used the Group's internal AI agent platform.
• Developing more than 70,000 AI agent applications.
• Calling AI models 3.65 billion times.
• Ping An's databases have accumulated 33 terabytes of data covering 251 million retail customers.
• More than 3.2 trillion tokens of high-quality text corpus.
• 500,000 hours of annotated voice corpus.
• Over 8.5 billion image corpus entries.

Scenario Applications and Value Creation

Ping An applies AI deeply across business scenarios to improve customer experience, strengthen risk management, reduce operating costs and promote high-quality sales.

Improve Experience

1. AI-enabled policy issuance

Ping An P&C applies AI technologies including multi-modal perception and intelligent reasoning to recognize and process unstructured and non-standard documents. In the auto insurance policy issuance scenario, 93% of policies sold through the auto dealer channel were intelligently issued within one minute on average in 2025.

2. AI-enabled claim settlement

Ping An has created the “111 Quick Claims” life insurance claim service, featuring one-sentence case reporting, one-click material upload and one-minute claim review. In 2025, 59% of life insurance claims were settled via the quick claim service. For non-auto insurance claims, Ping An P&C applied AI to the end-to-end automatic settlement of nearly one million cases. 70% of personal injury claims were settled automatically, in as little as 51 seconds.

Manage Risks

• AI-enabled risk management: AI enables Ping An’s insurance businesses to detect unusual behavior, assess risks intelligently and provide early warnings. In 2025, Ping An P&C achieved RMB10.51 billion in claims savings through smart fraud detection, exceeding RMB10 billion for the third consecutive year.

Cut Costs

• AI-enabled underwriting: Ping An applies big data, AI and machine learning to digital underwriting. In 2025, 94% of life insurance policies were underwritten within seconds.
• AI-enabled services: Ping An’s AI service representatives handled approximately 1,702 million customer service interactions in 2025, accounting for 80% of the Group’s total customer service volume. By responding rapidly to customer inquiries and complaints, AI service representatives help improve service efficiency and reduce service costs.
• AI-enabled coding: Ping An continues to advance AI coding tools. In 2025, the AI code penetration rate reached 35.49%, improving the efficiency of R&D teams.

 Promote Sales

• AI-enabled sales: AI agents support customer demand analysis, personalized recommendations, sales pitches and customer follow-up. In 2025, AI agents helped realize RMB133.18 billion in sales.

• Ping An also developed an AI-powered model to rate the difficulty of reinstating insurance policies and built a smart “AI + human” task assignment system. As a result, the Group reinstated 30% more policies, helping customers renew insurance coverage more effectively.​​​​​​​

Technology for Integrated Finance

Ping An uses AI to make integrated financial services more convenient, proactive and intelligent. The Group’s unified technology platform and “Express Service” gateway integrate multiple service scenarios and apps, including Ping An Jin Guan Jia, Ping An Pocket Bank, Ping An Auto Owner and Ping An Good Doctor.

In 2025:

• Ping An’s average monthly online active customers reached about 90 million, a leading number in the financial industry.
• Online active customers had a retention rate 7 percentage points higher than traditional financial customers and held twice as many contracts per customer.

Technology for Health and Senior Care

Ping An applies AI to health care and senior care to provide customers with more accurate, convenient and personalized services. Through its proprietary medical AI model, the Group has built full-process digital capabilities covering disease prevention, precise diagnosis and health management.

In 2025, Ping An launched AI products including Renowned Doctor Digital Avatar, AI Family Doctor and AI Senior Care Concierge, covering prevention, diagnosis, treatment and rehabilitation. Ping An also pioneered an AI-enabled multi-disciplinary team assistance platform for complex disease diagnosis and treatment.

In 2025:

• “AI + human doctor” services covered 100% of Ping An’s retail customers.
• AI Doctor was used by approximately 12 million persons per year.
• AI Doctor-aided diagnosis and treatment achieved an accuracy rate of approximately 90%.
• AI-enabled complex disease diagnosis and treatment plans reached an accuracy rate of 95.1%.

• Cost per consultation fell 45% year on year in the fourth quarter of 2025.

 Empowering High-Quality Development

Technology is a core enabler of Ping An’s service differentiation. By applying AI to integrated finance, health care and senior care, Ping An continues to enhance professional capabilities, improve customer experience, strengthen risk management and support sustainable, high-quality growth.