How to improve auto insurance claims service

With the change of government functions and the innovation of social management, the insurance business of the national economy and people's livelihood has been vigorously developed, and the insurance industry's ability to support the economy and society and participate in social management has been improved. The most direct embodiment of the insurance function is the claims service, therefore, the claims service has a close connection with the people's livelihood. In recent years, with the fee showed rapid growth trend, the existence of various shortcomings of auto insurance is gradually apparent focus, seize the problem of the key, in line with the insurance consumer to enhance the quality of auto insurance claims service is related to the inevitable law of the line with the increasing intensity of the insurance supervision, the insurance market gradually tends to standardize, in particular, the CIRC 200870 issued by the rules of the illegal behavior gradually reduced, and the insurance to improve. However, the insurance in the play of social management significantly, the reasonable demands of insurance consumers can not be well satisfied. How to better serve the majority of insurance consumers is still the industry can not avoid looking at, but where the insurance market standardization of the country, its integrity system is more complete, and the construction of the integrity system first from the internal insurance industry. Only the internal operation of the insurance industry standardized, the quality of service improved, the insurance market can be gradually standardized. This year's National Insurance Work Conference put forward "to grasp the service, place, highlighting the good claims service work 17 issued the "China Insurance Regulatory Commission on strengthening and improving the quality of property insurance claims service quality 15 held a" comprehensive treatment of auto insurance claims difficult "special meeting, issued the question has been to the insurance industry's operations," bringing a great deal of compensation "to the insurance industry. The CIRC issued the "Opinions of CIRC on Strengthening and Improving the Service Quality of Property Insurance Claims Settlement" on the 17th of March, and the item of "Comprehensive Treatment of Difficulty in Auto Insurance Claims Settlement" has already brought a great deal of compensation, "high insurance and low compensation", as well as "overbearing terms and conditions of auto insurance", which have made auto insurance claims settlement difficult. The meeting, issued the "comprehensive treatment of auto insurance claims difficult" work program, clear to do a good job of auto insurance claims service work specific requirements. First, to enhance the quality of auto insurance claims service is timely to enhance the quality of claims service is a matter of national economy and people should be the majority of insurance consumers are eagerly awaited from the insurance set up a harmonious society plays an important role. Xiang Junbo, chairman of this year's National Insurance 38 "Shanghai Insurance" 2012 does not induce. The second is to conscientiously fulfill the claims notification process. Clients are informed of the claims procedures, claims process, claims standards, compensation limits and other considerations. For the possible occurrence of major disasters, etc., to do early warning, through SMS reminders, phone calls to tell customers to do a good job of prevention. Third, increase the publicity of claims service. To be through a variety of forms, such as newspapers and magazines, radio, electricity, etc., the insurance company's service programs, service processes and other publicity. For the majority of insurance consumers Pu let insurance consumers fully understand the claims service process. Fourth, improve the customer information inquiry function. Each insurance company should further improve the underwriting and claims letter to the independent query system, so that the insurance place to check the underwriting and claims information. At the same time, the insurance companies can also open a communication and interaction platform on the website to understand customer demands, answer customer questions, publicize company policies, and enhance the auto insurance claims service. In terms of service standards, it is necessary to achieve standardization and unification, and to create a good image of claims service. The intuitive feeling of customers towards the insurance company mainly comes from the fact that a unified standard of claims service can enhance the brand image of the company. In terms of store construction, to carry out standardized business service place set up, and gradually built a number of stores place fixed, good environment, clear signs of customer service flagship stores. In terms of service language, to the work characteristics of the claims position system to ensure that the service prohibited language. In terms of survey and loss determination, good auto insurance claims service work to seek. We should clearly recognize the major shift in the business philosophy of the insurance industry, to quality at the core. With the continuous strengthening of insurance supervision and insurance market Fan, the main body of the insurance competition should gradually turn to claims service competition. Second, to enhance the quality of auto insurance claims service must be a multi-pronged approach in the service consciousness, to achieve customer first, firm maintenance of the legitimate rights and interests of the policyholder and the insured policyholder and the insured is the insurance company's mother of clothing, is the basis of the insurance company's business management. The insurance company must put the legitimate rights and interests of the policyholder and the insured in the first place, think of the customer's thoughts, urgent customer's urgency. At present, the insurance company grass-roots claims team there is such a wrong concept and practice, that is, after encountering the case, the first thing that comes to mind is how to refuse to pay claims, exemption from claims, the customer is difficult; customers and claims staff communication, claims staff tone of voice, lack of enthusiasm, resulting in a lot of the interests of the insurance company and the interests of the customer is complementary, closely related to the insurer and insured is not an antagonistic relationship. Claims personnel must be correct service concept, adhere to the correct in the service to inform, to increase the disclosure of information, mention interest disclosure to inform the strength. First, strictly fulfill the obligation to inform the insured. Customers insured liability, exemption clauses, service items and reasoning to be based on each change and work hours approved aspects of the unified standard. In the claims quality claims personnel responsibility. In terms of equipment vehicles, claims personnel clothing, survey equipment, etc., to achieve uniform norms, showing a good image of the insurance company. In the service process, it is necessary to continuously optimize and realize the quality and efficiency of the claims service in the claims efficient claims service. First, the claims process should fully respect the intention of the claims staff to claims documents as the case of claims as tight claims documents should be omitted as far as possible. Secondly, the use of claims documents can be merged as much as possible, further simplify the use of methods, and strive to achieve paperless claims. Third, you can use courier-type door-to-door collection of information to reduce the pain of customers running back and forth. In terms of the claims processing process, insurance companies should further centralize the dismantling of loss adjusting documents. Insurance companies should further centralize the dismantling of loss management mechanism. Each insurance company can local market conditions, the establishment of the accident car rescue, centralized dismantling, centralized loss determination, recommending the maintenance on behalf of the claims and other one-stop service. Secondly, to realize on-site damage determination, on-site adjustment and on-site payment for small claims. Third, according to the requirements of the Association and the Insurance Industry Association, recognize the work of subrogation of automobile damage insurance, and realize the subrogation of automobile damage insurance in the nationwide push SHANGHAIINSURANCEJune201239 pieces, you can establish a pre-trial mediation of personal injury cases may reduce the occurrence of personal injury cases involving lawsuits, and improve customer satisfaction. In terms of supervision and assessment, it should be open and transparent to improve customer satisfaction with the claims service Insurance companies should establish an open and transparent mechanism for the supervision and assessment of claims service. The insurance company should establish an open and transparent monitoring and evaluation mechanism for claims service. The first step is to strengthen the system of customer visit and sample review. To evaluate the customers of each company through customer return visits full of opinions and suggestions, to understand the customer's demands, and on the discovery of unreasonable phenomena and violations of law and regulations strict will be supervisors of each insurance company's claims service work to carry out inspections. Employing people from all walks of life, including industry organizations, regulatory authorities, social media, etc. on the service commitment of each insurance company door and duties, build claims dispute internal coordination and handling mechanism, effectively reduce the risk of litigation; secondly, vigorously insurance company branches to actively participate in the external mediation work of insurance claims disputes. Each insurance company should be in accordance with the "subrogation of auto insurance claims disputes Office of other insurance companies due to subrogation of auto insurance cases arising from claims disputes, resolutely comply with the rulings made by the Industry Dispute Handling Committee. It is believed that it will only enter a brand new stage. Author: China United Property and Casualty Insurance Company and the implementation of service standards to monitor. Thirdly, to improve the complaint position, smooth the complaint rights telephone. To be in the business v. Handling instructions, publicize the complaint channel, handling process and time limit. To improve the network cast docking" system, the general manager of the reception day system and pieces of reported complaints system, listen to the demands and opinions of the policyholders. To strengthen the tracking and investigation of the complaint cases and summarize and analyze them, and handle the complaint cases in a timely manner. On the 37th on the insurance of each transaction site and each visit into the insurance of the traditional mode of operation of the talent, management, technology, legal and other challenges, the requirements of the staff should have a new concept, a higher level of business and management, the quality of the staff put forward a higher demand. At the same time, online insurance companies can not hold the core business, can not be separated from the re-engineering of the management model of insurance companies. With China's insurance enterprises to take the road of development of chemicalization and openness, the insurance enterprise staff must enhance the use of e-commerce to deal with insurance business and management of the enterprise's ability. Insurance companies should make great efforts to cultivate composite talents who know both e-commerce technology and insurance business knowledge. At the same time, the spirit of the legislation of the insurance law and contract law, to fully to the current situation of China's insurance industry, and according to, jurisdiction, etc. to make clear provisions of principle, but also to take into account in the future a certain period of time business is very necessary. Fourth, a brief description of the online insurance design points online insurance strategy level of planning there are three main aspects: management team, mode of operation and service model. Applicability within the management team. To emphasize the macro-guidance, technical personnel group training insurance network specialists should not be cumbersome; to reflect the current stage of China's insurance industry is still subject to strict supervision of the present to reflect the pertinence of the emphasis on operability, and actively promote the development of online insurance business. Industry marketing team; operation mode research and development, planning, marketing, network sales, network platform, technical means; service mode: the traditional insurance services and network services combined to create a more advanced, more effective and more humane "intimate" service. Online insurance should be based on traditional experience, combined with the special characteristics of e-commerce, to create a full insurance marketing model. Each company can combine the company's own business culture and author unit: People's Property and Casualty Insurance Company of China) prices will gradually converge. With technological advances and changes in market demand, whoever can continuously develop and launch insurance products that suit the market and customer needs will achieve a higher market share and win more customers. Therefore, to strengthen the development of insurance products and services, to provide customers with suitable insurance products and services to improve the construction of laws and regulations.

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