On May 7, 2022, Shaanxi Medical Insurance Bureau and Shaanxi Mobile jointly promoted the notice of trial operation of Shaanxi medical insurance service hotline, with the hot number of 12393.

12393 medical insurance service hotline integrates policy consultation, information inquiry, business application, complaint acceptance and quality control, which is a practical measure to respond to the national construction of medical insurance convenience service hotline and further optimize the medical insurance service in the province.

12393 medical insurance service hotline has achieved an innovative breakthrough in medical insurance consulting service and handling affairs through "No.1 external service, unified service and standardized management" and unblocked the "last mile" of serving the insured people.

The hotline is mainly intelligent, supplemented by manual services, and the cooperation between intelligence and manual services has realized the unified construction of medical insurance policy knowledge, empowered all channels to realize intelligent policy consultation and business handling, and realized "people have a phone, I have a response" with an intimate service mode that is unlimited in time and place.

Xi an medical insurance

Shaanxi Provincial Medical and Social Security Bureau will continuously improve the function of medical insurance service hotline, strengthen the collection, analysis and judgment of consulting data, and continuously improve the service capacity and quality, so that the insured people can enjoy more high-quality, efficient and convenient medical insurance services.