ChinaFinance and insurance2026 – ongoingWaterdrop Inc.
AI voice service, claims and underwriting tools on the Waterdrop Shou model
Waterdrop's CEO said its voice assistant answered in 1.5 seconds on average and its claims AI predicted timeliness at over 90% accuracy
Problem
Waterdrop sells insurance online and handles customer calls, claims explanations and underwriting at volume.
Approach
The company built AI tools on its own large model, Waterdrop Shou. They included the Baoxiao Hui voice customer-service assistant, the Bang Bang claims AI and the KEYI.AI underwriting tool. In a letter of 24 February 2026, CEO Shen Peng said the company aimed to move from using AI tools to being an AI-native company. The letter gave no launch dates and no underwriting figure.
Results
Takeaway
All figures came from the CEO's own letter, and the underwriting tool was credited with better efficiency but no number.
Categories
- Industry
- Finance and insurance
- Business function
- Customer serviceProduction and quality
- Innovation type
- Process innovation
- AI technology
- Generative AIConversational and voice AI
- Adoption
- Built in-house
- Evidence
- Company's own claim
Sources
Source summaries
Republishes CEO Shen Peng's letter of 24 February 2026. It names the Baoxiao Hui voice assistant, the Bang Bang claims AI and KEYI.AI underwriting, all on the Waterdrop Shou model. It gives a 1.5-second voice response, claims timeliness prediction accuracy above 90% and over 10,000 claim explanations a year.
Full details are in the original sources.