How to improve insurance claims service

Focusing on the transformation of government functions and social management innovation, we will vigorously develop insurance business related to the national economy and people's livelihood, and improve the ability of the insurance industry to support the economy and society and participate in social management. "The most direct embodiment of the insurance function is the claim service, so the claim service is closely related to the national economy and people's livelihood. In recent years, with the rapid growth of insurance costs, the disadvantages of auto insurance have gradually become the focus, which has grasped the crux of the problem and complied with the inevitable law of improving the quality of auto insurance claims service and insurance consumption. With the continuous strengthening of insurance supervision, the insurance market is gradually standardized, especially the number of illegal acts published in the document No.200870 of the China Insurance Regulatory Commission is gradually reduced, and improvement is ensured. However, insurance plays an important role in society, and the reasonable needs of insurance consumers cannot be well met. How to better serve the vast number of insurance consumers is still an unavoidable problem in the industry. In countries with standardized insurance market, the credit system is relatively perfect, and the construction of the credit system begins from within the insurance industry. Only when the internal operation of the insurance industry is standardized and the service quality is improved can the insurance market be gradually standardized. This year's national insurance work conference put forward the idea of "paying attention to service and establishment, and highlighting the service of claim settlement". On June 7th, the China Insurance Regulatory Commission held a special meeting on "Strengthening and Improving the Quality of Property Insurance Claims Service". On June 5th, 2008, the clauses of "high insurance and low compensation" and "auto insurance overlord" brought huge losses to the insurance industry. On June 5438+07, auto insurance claims issued the Opinions of China Insurance Regulatory Commission on Strengthening and Improving the Quality of Property Insurance Claims Service, and held a meeting to issue the Work Plan for Comprehensive Management of Difficult Auto Insurance Claims, which clarified the specific requirements for doing a good job in auto insurance claims service. First, it is timely to improve the quality of auto insurance claims service. Improving the quality of claims service is related to the national economy and people's livelihood. From the perspective of insurance, it plays an important role in building a harmonious society. President Xiang Junbo guaranteed 38 Shanghai Insurance 20 12 nationwide this year. Second, earnestly fulfill the claim notification process. Inform customers about the claims procedure, claims process, claims standards, claims limits and other matters needing attention. In view of possible major disasters, it is necessary to give early warning, and let customers take precautions by means of SMS reminder and telephone notification. The third is to increase the publicity of claims service. It is necessary to publicize the service items and service processes of insurance companies through newspapers, radio, electricity and other forms. For the vast number of insurance consumers, let insurance consumers fully understand the claims service process. The fourth is to improve the customer information inquiry function. All insurance companies should further improve the self-service inquiry system for underwriting claims, and inquire the underwriting claims information by insurance. At the same time, insurance companies can also set up an interactive platform on the website to understand customers' demands, answer customers' questions, publicize company policies, improve the level of auto insurance claims service and establish a good image of claims service. Customers' intuitive feelings about insurance companies mainly come from unified claims service standards, which can greatly enhance the company's brand image. In terms of store construction, it is necessary to develop standardized business service places and gradually build a number of flagship stores with fixed store locations, good environment and clear signs. In terms of service language, it is necessary to clarify service taboos according to the working characteristics of each claim position. In terms of survey and damage assessment, we should do a good job in auto insurance claims service. We should clearly understand the major changes in the business philosophy of the insurance industry and put quality at the core. With the continuous strengthening of insurance supervision and the standardization of insurance market, the competition mode of various insurance subjects should gradually shift to the competition of claims service. Second, to improve the quality of auto insurance claims service, we should take multiple measures, pay attention to service awareness, put customers first, and resolutely safeguard the legitimate rights and interests of the insured and the insured. The insured and the insured are the food and clothing mothers of the insurance company and the basis of its operation. Insurance companies must put the legitimate rights and interests of the insured and the insured in the first place, think about what customers think and worry about what customers are anxious about. At present, there is such a wrong idea and practice in the grass-roots claims team of insurance companies, that is, after encountering a case, the first thing that comes to mind is how to refuse to pay, avoid paying, and make things difficult for customers in every way; When the customer communicates with the adjuster, the adjuster's tone is blunt and lacks enthusiasm, which leads to the fact that the interests of the insurance company and the customer are complementary and closely related, and the insurer and the insured are not antagonistic. Claims personnel must have the correct service concept, adhere to the correct service notification, and increase the disclosure of information and interests. First, strictly fulfill the obligation of insurance notification. The insurance liability, exemption clauses, service items and management of customers should be based on unified standards for changes and working hours. The responsibility of the claimant in the quality of the claim. In terms of equipment, vehicles, clothing of claimants, investigation equipment, etc. , to unify and standardize, show the good image of insurance companies. In the process of service, we should constantly optimize and realize high-quality and efficient claims service. First, in the process of claim settlement, we should fully respect the intention of the claim settlement personnel, regard the claim settlement documents as the emergency claim settlement documents of the case, and omit them as far as possible. The second is to merge the claims documents that can be used together as much as possible, further simplify the use method, and strive to achieve paperless claims. Third, you can use express delivery to collect information, reducing the pain of customers running back and forth. In terms of claims. Insurance companies should further concentrate on dismantling the fixed loss management mechanism. All insurance companies can establish one-stop services such as rescue, centralized disassembly, centralized loss determination and recommended maintenance agents to settle claims according to local market conditions. Two, to achieve small claims on-site loss, on-site claims, on-site compensation. Third, according to the requirements of the association and insurance industry associations, it is recognized that doing a good job of subrogation for car damage insurance can promote the Shanghai Insurance SuranceJune 20 1239 case nationwide, so that personal injury cases can be established before litigation, which may reduce the occurrence of personal injury-related cases and improve customer satisfaction. In terms of supervision and assessment, it is necessary to be open and transparent and improve customers' satisfaction with claims service. An insurance company shall establish an open and transparent supervision and assessment mechanism for claims service. First, strengthen the customer return visit and sampling review system. It is necessary to evaluate the opinions and suggestions of customers of various companies and understand their demands through customer return visits, and the supervisors strictly check whether there are unreasonable phenomena and irregularities in the claims service of insurance companies. Hire people from all walks of life, including industry organizations, regulatory authorities, social media, etc. , promise services and responsibilities to insurance companies, build an internal coordination mechanism to resolve disputes, and effectively reduce litigation risks; Secondly, branches of insurance companies actively participate in external mediation of insurance claims disputes. All insurance companies shall resolutely obey the ruling made by the Industry Dispute Resolution Committee according to the division of labor for subrogation dispute resolution of vehicle damage insurance. I believe it will only enter a new stage. Authors: China United Property Insurance Company supervises the implementation of publicity and service standards. Third, it is necessary to improve the complaint post and unblock the complaints and rights calls. It is necessary to announce the complaint channels, handling procedures and time limits in the business complaint handling instructions. It is necessary to improve the online investment docking system, the general manager reception day system and the complaint reporting system, and listen to the demands and opinions of the insured. It is necessary to strengthen the follow-up investigation and summary analysis of complaint cases of letters and visits, and handle complaint cases in a timely manner. Every trading place connected with 37 Shanghai Insurance Company and every visit to the insurance company challenges the traditional business model in terms of talents, management, technology and law. Require employees to have a brand-new concept, a higher level of business and management, and higher requirements for the quality of employees. At the same time, online insurance can not be separated from the core business of insurance companies, and also can not be separated from the reengineering of insurance company management model. With the development of insurance enterprises in China, employees of insurance enterprises must use e-commerce to improve their ability to handle insurance business and manage enterprises. Insurance companies should vigorously cultivate compound talents who know both e-commerce technology and insurance business knowledge. At the same time, we should fully understand the current situation of China's insurance industry, make clear principles on the basis and scope of jurisdiction, and consider future affairs in a certain period of time. Four. Introduction to the key points of online insurance design There are three main aspects in the planning of online insurance strategy: management team, operation mode and service mode. Applicability within the management team. Emphasis should be placed on macro guidance, and the training of technical personnel on network protection should not be cumbersome; In order to explain that China's insurance industry is still under strict supervision in the emerging stage, we should pay attention to pertinence, emphasize operability and actively promote the development of online insurance business. Industry marketing team; R&D, planning, marketing, network sales, network platform, technical means, etc. Service mode: combine traditional insurance service with network service to create more advanced, effective and humanized "caring" service. On the basis of traditional experience and the particularity of e-commerce, online insurance should create a complete insurance marketing model. Companies can combine their own business culture and the author's unit: China People's Property Insurance Company, and the prices will gradually converge. With the development of technology and the change of market demand, whoever can continuously develop and introduce insurance products that meet the needs of the market and customers will gain higher market share and win more customers. Therefore, strengthen the development of insurance products and services, provide customers with suitable insurance products and services, and improve the construction of laws and regulations.

Further reading: How to buy insurance, which is good, and teach you how to avoid these "pits" of insurance.