Ping An says AI handled 82% of its customer service volume in the first nine months of 2026

Ping An Insurance (Group) published its unaudited results for the nine months to 30 September 2026 on 28 October and used them to report a set of figures on its use of artificial intelligence across the group. The largest concerns service: Ping An says its AI service representatives handled about 1,484 million interactions, or 82% of its total customer service volume in the period.

In claims, Ping An P&C reports RMB10.04bn of claims savings from what it calls smart fraud detection in the nine months, 9.7% more than a year earlier. In life insurance, the group says 95% of policies are underwritten within seconds.

According to the company, its customer assistant, Express Service, supported AI-enabled inquiries, advice and processing in 90% of the group's business scenarios at 30 September. Ping An says the tool has served users more than 150 million times and resolved 91% of requests end to end with AI. It says its AI Doctor service was used by nearly 13 million people in the period, and it states a 96% accuracy rate for AI-aided diagnosis and treatment. The group also reports an "80% AI code penetration rate" from its promotion of AI coding tools, without saying how that rate is measured. It adds that agents who used its Marketing AskBob sales assistant had nearly 8% more customer interactions per head than the average agent in September.

The release also gives compute figures. According to Ping An, average daily token consumption passed 330 billion in September, more than ten times the December 2025 level, while cost per token fell 81% and output per compute unit rose 509%.

The AI figures sit alongside steady core results. Operating profit attributable to shareholders rose 8.3% year on year to RMB125,905m. Ping An P&C grew premium income 3.5% to RMB265,215m and improved its combined ratio by 1.4 points to 95.6%, and life and health operating profit rose 5.7% to RMB87,238m.