Five consecutive years of underwriting profitability! ZhongAn Online's total premium in 2025 is 35.735 billion yuan, with AI-driven reshaping of the entire insurance value chain.

Ask AI · How does ZhongAn Online Insurance achieve full-process intelligent insurance?

Source: The Era Weekly / Author: Wang Miaomiao

Image source: PhotoCreative

On March 19, 2026, ZhongAn Online Property & Casualty Insurance Co., Ltd. (Stock code: 6060.HK, hereinafter “ZhongAn Online”) released its 2025 annual performance report. In a complex and ever-changing macro environment, this company—driven by its “insurance + technology” dual engines—delivered a performance that balances quality and resilience:

Total premiums for the year reached RMB 35.735 billion, up 6.9%; underwriting profit was RMB 1.412 billion, a sharp increase of 42.5% year over year. It achieved underwriting profitability for the fifth consecutive year, maintaining its position as the eighth-largest in the domestic non-life insurance industry. Its comprehensive solvency adequacy ratio remained at a healthy 242%. It also received Moody’s Baa1 insurance financial strength rating and Baa2 senior unsecured debt rating, with its financial fundamentals continuously strengthening.

Behind these solid figures, even more noteworthy is a profound internal transformation currently underway at ZhongAn Online.

While the industry generally regards AI as a tool for cost reduction and efficiency enhancement, ZhongAn Online has deeply embedded it into its business fabric—from product design, precise marketing, intelligent underwriting, to second-level claims processing. AI is no longer just a “technological add-on”; it has become the core engine driving efficiency revolution across the entire value chain. Meanwhile, in health insurance, the company has broken the industry’s long-standing deadlock of coverage for “pre-existing conditions” through product innovation. In auto insurance, it has seized the wave of new energy vehicles to achieve explosive growth.

As an internet insurance company established only in the past decade, ZhongAn Online is attempting to reconstruct the value logic of insurance through technology—from a “disruptor” to a “leader” in deep industry transformation.

AI from “middle platform” to “front-end,” reshaping the full insurance process

In 2025, ZhongAn Online advanced AI from a supporting role to the business front-end. The deepening of its “OneAI” strategy means that artificial intelligence is no longer an isolated technical module but has become the underlying operating system connecting all ecosystem businesses.

That year, the company built a comprehensive AI technology system covering underlying architecture, core capabilities, and business applications. By deeply integrating mainstream domestic large models and combining key technologies such as reinforcement learning and large-model distillation, it incorporated multimodal capabilities including language, speech, and images—laying a solid foundation for the comprehensive intelligentization of insurance services.

On this key production element—data—ZhongAn’s advantages have been fully unleashed. By the end of 2025, the company had served 500 million customers, accumulated nearly RMB 100 billion in policy data, and built its own multimodal corpus containing over 10 billion lines of business-related text. This vast data asset enables its AI platform “Zhongyou Lingxi” to deeply explore high-value scenarios across the insurance value chain. Currently, nearly 220 active bots operate on this platform. Over the year, it executed more than 2 billion large-model calls and consumed over 3 trillion tokens. Technology is no longer isolated behind the scenes; it directly translates into business productivity at the front end.

In specific business workflows, the efficiency revolution brought by AI is tangible.

In health insurance, over 45% of cases are processed automatically, with claims settled in as little as 15 seconds. More than 76% of customers receive their claims within one business day, fundamentally reshaping the health insurance experience. In auto insurance, AI’s involvement is even more direct: over 50% of cases achieve “second-by-second” video “connect-and-claim” processing (“video quick acceptance, video seconds, claim within seconds”); the fastest AI-based loss assessment time has been shortened to 116 seconds. This greatly reduces customer anxiety at accident scenes and enhances the timeliness and human-centered quality of insurance services.

Meanwhile, ZhongAn Online’s technological capabilities have successfully “broken out of the circle.” In 2025, its Technology Division turned profitable, marking a new phase of scaled development for its technology output business. Domestically, its AI capabilities are widely applied in banking, retail, and other non-financial sectors; internationally, its Peak3 platform completed a major update to its core platform, successfully entered new markets, and established cross-border collaborations, winning multiple international awards and gaining recognition from global authoritative institutions.

Health insurance innovation breaks the deadlock; auto insurance captures the new-energy dividend

In core ecosystem operations, ZhongAn demonstrated strong product innovation and track capture ability in 2025. Health and auto insurance became the two main growth engines, shifting from simple scale expansion to a dual-driven model of “quality + innovation.”

In health insurance, total premiums reached RMB 12.682 billion in 2025, up 22.7%, serving over 150 million users. Behind this growth, ZhongAn successfully addressed the industry’s long-standing challenge of coverage for “pre-existing conditions” through its “Zunxiang e Sheng + Zhongmin Bao” dual-brand matrix. Traditional health insurance often excludes chronic and elderly populations, but ZhongAn extends coverage boundaries to non-standard groups through precise risk pricing and product design. The “Zhongmin Bao” series, as a new growth engine, precisely covers the large “insurance vacuum” of pre-existing conditions, meeting society’s diverse protection needs and pioneering inclusive health insurance models.

In auto insurance, ZhongAn closely follows trends in new energy and intelligent vehicles, achieving a 34.6% year-over-year increase in premiums, with new-energy vehicle insurance premiums soaring by 206.2%, making it the fastest-growing segment. Amid a saturated traditional auto insurance market, ZhongAn leverages digital operations, precise pricing models, and deep cooperation with new-energy vehicle manufacturers to rapidly seize market leadership. The deep application of AI in claims—such as video surveys and AI loss assessment—reduces operational costs and significantly improves user experience, creating a differentiated competitive edge in the highly competitive auto insurance market.

Additionally, in the digital life ecosystem, premiums for innovative businesses like pet insurance and low-altitude economy-related insurance grew by 37.2%, demonstrating strong innovation incubation capabilities. In self-operated channels and brand building, ZhongAn partnered with over 150 major sports events to enhance its “sports + insurance” brand image, covering more than 100 cities and continuously strengthening user recognition.

In international business, the joint venture Hong Kong digital bank ZABank became Hong Kong’s first digital bank to surpass 1 million retail customers, achieving its first annual profit.

Looking back at 2025, ZhongAn Online, while maintaining solid financial health, successfully transitioned from technology empowerment to technology-driven growth. AI is no longer just an investment item in financial reports; it has become the main driver of value creation throughout the business. Product innovation in health insurance and precise deployment in auto insurance have together built a sustainable growth moat.

Looking forward to 2026, as AI technology further penetrates the entire insurance value chain and the core ecosystem continues to deepen, ZhongAn Online is expected to unlock longer-term value with greater imagination through the synergistic integration of technology and business.