On April 1, the headquarters claims team of China Postal Express & Logistics Co., Ltd. (hereinafter referred to as China Postal Express & Logistics) was officially established and started to operate the claims system for parcel, express and logistics business at the 11183 Contact Center in Yizhuang, Beijing, to provide customers with higher quality and more efficient claims services.

During the preparatory stage, China Postal Express & Logistics conducted in-depth market research and industry benchmarking to optimize the claims processes and standards. It strictly selected the team members and engaged them in professional training, laying a solid foundation for building a professional and efficient claims team. At the same time, it developed an application system suitable for the work of the team, providing strong technical support for the smooth operation of the project.

On the very first day of the operation, the headquarters claims team, taking “timely response and rapid compensation” as their service goal, completed the entire process of normal operation from claim communication, compensation scheme formulation, information collection, submission for approval to compensation payment, ensuring that every customer’s claim could be responded to and resolved within the shortest time, thereby further enhancing customer experience.