ZhongAn Insurance launches AI-powered enterprise group insurance with 'OK Boy' assistant

AI Adoption in Enterprises Accelerates, but Group Insurance Lags Behind

In recent years, the wave of AI applications has accelerated its integration into enterprise operations. New use cases continue to emerge across recruitment, office collaboration, finance, and customer service. According to relevant data, 83% of Chinese enterprises have already normalized the use of generative AI in at least one business function. However, within corporate benefits systems, the digital transformation of group insurance remains relatively slow. Surveys indicate that among HR professionals surveyed in China, the actual application rate of AI in specific scenarios—such as estimating benefits costs and supporting employee physical and mental health—remains well below 10%.

For enterprises, group insurance extends far beyond policy activation. After a policy is issued, companies must continuously invest in personnel management, claims services, health management, and benefits operations. The challenge now facing group insurance management is how to reduce administrative costs, make benefits more accessible for employees, and enable companies to better understand employee needs.

ZhongAn Unveils "Enterprise Smart Group Insurance" at 2026 Strategic Upgrade Launch

On September 23, ZhongAn Insurance officially launched "Enterprise Smart Group Insurance" at its "Smart Start, New Era of Group Insurance" 2026 Strategic Upgrade Conference. The solution provides intelligent services across four dimensions:

• Employee service experience
• Employee health companionship
• HR digital health management
• Employee benefits extension

The initiative aims to reconnect group insurance products, services, and employee experience through AI and digital capabilities.

(ZhongAn Insurance Vice President & Chief Investment Officer Li Gaofeng delivering remarks)

"OK仔" Smart Assistant: A Unified AI-Powered Service Portal for Employees

"Smart group insurance first changes how group insurance understands and connects with employees," said Lin Yijing, General Manager of ZhongAn Insurance's Multi-Channel and Group Insurance Division.

In the smart group insurance system, ZhongAn has introduced "OK仔" (OK Boy), an enterprise group insurance smart assistant, as the unified service portal for employees. Previously, when employees encountered group insurance issues such as medical visits, claims, or health services, they typically had to first contact HR or customer service, who would then determine the appropriate channel for resolution. Now, this process can be handled by OK仔.

Employees can ask questions directly using natural language. OK仔 interprets the request based on the company's specific benefits plan, provides corresponding answers, determines eligibility, and connects to subsequent services.

(Lin Yijing, General Manager of ZhongAn Insurance's Multi-Channel and Group Insurance Division)

Services are no longer entirely dependent on employees initiating contact. Around key milestones such as onboarding, birthdays, medical check-ups, claims, and health management, OK仔 can proactively send reminders and notifications based on event changes, employee tags, and service strategies. This transforms fragmented group insurance services into a continuous, seamless experience.

At the conference, Yan Jing, CTO of ZhongAn Insurance's Health Insurance Division, demonstrated a real-world scenario: At 23:47, an employee asked OK仔 via the company's mini-program: "My child has a fever. Can the medication costs be reimbursed?" Within 0.5 seconds, the system provided eligibility assessment for outpatient pediatric medication claims and direct reimbursement, along with an online consultation portal.

Behind OK仔's capabilities lies ZhongAn's deeper integration of insurance domain knowledge and AI capabilities.

"Models, knowledge, tools, and computing power have been further consolidated into a reusable AI middle platform. OK仔 is the first 'digital employee' born from this platform in the group insurance scenario," Yan Jing explained. OK仔 operates through multiple vertical Agents working in a unified orchestration framework. The model base and insurance-specific Harness engineering form the "brain," while structured enterprise knowledge assets—such as policy terms, corporate plans, and claims rules—provide knowledge supply. These are connected to enterprise capabilities including claims systems, consultation scheduling, medication delivery ordering, and HR systems, forming the "hands." Combined with employee profiles for memory, OK仔 delivers insurance services that "understand you better the more you use them." This means AI's role in group insurance is evolving from simply answering questions to participating in needs identification, rule-based judgment, and service connection.

(Yan Jing, CTO of ZhongAn Insurance's Health Insurance Division)

Four Pillars of Smart Group Insurance: Service Experience, Health Companionship, Digital Health Management, and Benefits Extension

If the smart portal solves the question of "how employees use group insurance," then data and service capabilities determine whether group insurance can further understand employee needs and transform a single claim or consultation into ongoing health services.

In traditional group insurance services, claims and health management often operate independently. While enterprises may have access to considerable data, it is scattered across different processes, making it difficult to form a complete picture of health risks. Under compliance authorization and data anonymization, ZhongAn's smart group insurance connects claims data with health management data. This enables the identification of high-incidence diseases and key health risks among employee groups, allowing for the targeted deployment of services such as disease prevention, specialized screenings, online consultations, and rehabilitation management.

For employees, group insurance is no longer just a claims tool after a risk event occurs—it can also cover daily health management. For enterprises, group insurance data begins to offer valuable reference points for benefits operations.

This shift also extends to the HR management side.

To address enterprise group insurance management needs, ZhongAn has launched AI-powered digital management for employee health benefits. Through claims data analysis dashboards, employee health profiles, and AI-driven report interpretation, HR professionals can reduce the time spent manually organizing information across multiple spreadsheets and systems. They can also gain deeper insights into employee health needs and the effectiveness of benefits investments. Group insurance management is thus evolving beyond policy maintenance and claims processing, moving toward benefits operations and employee health management.

In terms of coverage scenarios, ZhongAn is also expanding the boundaries of group insurance. An employee's corporate identity has a defined duration, but health and family needs do not disappear when the employment relationship ends. To address this, ZhongAn extends coverage to include:

• Transition from group insurance to individual insurance after employee departure
• Coverage for family members
• Lifestyle scenarios such as sports, travel, pets, and home contents

Through these four dimensions, ZhongAn is redefining the relationship between group insurance and employees, transforming enterprise group insurance into a long-term service system spanning employee services, health management, and lifestyle scenarios.

Product, Technology, and Service Synergy: Building the Smart Group Insurance Engine

Li Gaofeng, Vice President and Chief Investment Officer of ZhongAn Insurance, believes that group health insurance is becoming a critical link between enterprise operational needs and employee health needs. As the role of group insurance evolves, its value will extend from a traditional employee benefit to a strategic corporate asset, with intelligence serving as a key enabler of this transformation.

For smart group insurance to truly integrate into enterprise daily management, it requires more than just AI applications. It depends on the coordinated support of ZhongAn's products, technology, and service systems.

• Product side: ZhongAn continues to enhance its ability to rapidly customize group insurance products and build diversified portfolios, catering to the protection needs of different industries, enterprises, and employee groups.
• Technology side: Under its "One AI" strategy, ZhongAn is driving AI deeper into insurance operations, connecting models, data, and business processes.
• Service side: ZhongAn continues to build its healthcare service ecosystem, which has served over 150 million users cumulatively and partners with more than 330 healthcare providers.

This integrated capability has already achieved significant enterprise service scale. According to annual report data, in 2025, ZhongAn's enterprise group insurance served over 13,000 enterprises and more than 3.8 million employees, covering industries including internet, finance, healthcare, and automotive.

"In the past, group insurance was often understood as a contract, a policy, or an HR administrative task. Against the backdrop of accelerating AI and enterprise digital management, ZhongAn aims to enable group insurance to further fulfill its benefits value—attracting talent, expressing care, and managing health. We want intelligence to permeate every aspect of group insurance: understanding needs, connecting services, restructuring management, and extending protection," Lin Yijing stated.

From the OK仔 smart assistant to the synergy of data, products, and service systems, ZhongAn's "Enterprise Smart Group Insurance" is driving group insurance services from efficiency improvement to experience transformation. It is also extending the role of group insurance within corporate benefits systems, gradually evolving it into an intelligent service platform that connects enterprises and employees while covering a broader range of health and protection needs.