Recently I have been busy writing papers. To prepare a defense, to the company please several days off. I feel feel shy. Writing a paper is my suit the school, not to death, but my thesis smoothly through the. Recently I get is the heart tired! Here I write my paper, commemorate the death of my university life!

 

The claim of the PICC Handan vehicle insurance

 

Economic system   Financial insurance major  2004 Grade Class 2 No. 51   Wei Xingzhong

 

The Peoples Insurance Company of China Handan branch company is specialized in the business of property insurance company is a large state-owned insurance enterprise. From 1983 November to now, after nearly twenty years of efforts, the company has continued to grow, in the city and county (city) district and township branches 30, agent 86 outlets, more than 500 workers, professional agency staff nearly 600, from the enterprise scale, people's Insurance Handan branch has become the Handan Market the most powerful insurance company. However, with the continuous development of the company of Handan property insurance market, a number of emerging constantly, by 2006 the city of Handan has 13 property insurance companies, the market competition is becoming increasingly fierce, motor vehicle insurance in PICC Handan leading types of dispersion, wide scale, security, social impact, at present has become hotspot of the property insurance companies to compete for business. Increasing competition in the escalating fact, fixed rate conditions, the service has become the focus of the competition. However, people's insurance claims service link still exist many defects. It has become people's insurance holding current insurance market share, and continue to develop a broader market and have to face the.

A, Handan people's insurance insurance status

Handan people's insurance business of motor vehicle insurance is the oldest of the insurance company, currently has a 70% market share in Handan's auto insurance. Insurance demand, insurance agent and the growing competition, people's Insurance in increased business development efforts at the same time, also launched a set of claims rules and procedures, quality also launched a series of measures to improve the car insurance claims service.

The people's insurance claims process mainly includes the following link:

L     Danger: that one or both accident;

L     Report: stop playing the 95518 telephone;

L     Government agencies have certificate of the accident: refers to the traffic control department of the accident were identified;

L     Scene investigation: refers to the insurance company claims survey personnel loss of accident vehicle;

L     The claim documents: invoice and certificate of accident vehicle owners took the car to spend and the insurance company approved;

L     Compensation: refers to the client can receive indemnity;

L     To assist the recovery: refers to the main responsibility for the accident compensation power to the insurance company.

Below in order to guarantee the actual case to illustrate the specific steps of claim:
  Li was driving his car, a collision at the corner of Wang's car, Xiao Li in the accident negative secondary responsibility. After the accident Xiao Li first dial 95518 to report. And protect the scene. The people's insurance company came to the site investigation and the loss. Then Xiao Li to the people's Insurance Company designated repair garage. As Li repair the car after that, with the people's Insurance Company of the charge list and accidents, with a driving license, driving license copy, came to the people's Insurance Company and fill out a claim document. Because in the accident and Li Fu secondary responsibility, so he took to the third party pursue the responsibility of power to the people's Insurance company. Then the people's insurance company personnel told him claim processing good after the case will inform him to receive.

Two, Handan City People's insurance insurance claims service problems in existence
(a) the price is the focus of the service satisfaction

After the Chuxian vehicle insurance, the insurer and the insured in the repair labor expense and accessories price often have differences of opinion, mainly in the following two aspects: one is that estimate the price is low, the market price of accessories is generally higher than the estimate price; two is that the repair time cost less, many owners claim after choose 4S shop two or above the level of repair, and repair costs and the cost of their often higher; in addition, the insurance company to recover the "can not repair change" is proposed and the owners of "can change not to fix" demand gap. In addition, the understanding of the insurance clause is not comprehensive, many owners in accordance with the deductible deduct a part of reparations expressed dissatisfaction with.

For example, Mr. Liu's car accident, after the car was sent to a repair shop repair, the repair shop can not for the car damage survey, so take to other repair facility. The car is shipped to another repair shop, after the preliminary will be damaged, repair shop said replacement parts for car engine cylinder block, cylinder head and a gearbox, which requires the insurance company's supplementary compensation, supplementary materials fee is 16289 yuan. But because of the provisions of the insurance only warranty does not change insurance regulations, 16289 yuan of insurance companies so that extra cannot compensate. But Mr. Liu said, the original incident with insurance salesman, said car parts must be replaced, or pay compensation, the clerk said to. But in accordance with the people's insurance company claims, an agent the salesman only PICC, had no right to agree to this, so the payment of money or not. And this 16289 yuan does not pay it, Mr. Liu will never mention car repair shop.
Therefore the accurate damage, related to insurance company claim reasonable survival, so the PICC Handan must do a good job on the price of this, to ensure that consumers get full compensation.
(two) people factoring claims procedures are too complicated

According to the survey, customer satisfaction for claims procedure is not ranked second, behind the price dispute. To avoid moral hazard and claims misalignment, insurance companies generally require customers to provide the necessary formalities in the vehicle after be or get out of danger, and many customers are the procedures complex cannot agree. In addition, the people's Insurance Company of varying degrees is not a relevant requirements and claim program to inform customers. Caused by customers in the claims process for the case of repeated running phenomenon procedures.
Mr. Sun insurance third party liability company insurance coverage for one hundred thousand yuan in Handan. For three months after the car hit a pedestrian, investigation personnel sent people insurance company at the scene, the injured to hospital. It spent a total of more than 3000. When Mr. Sun went to the people's insurance company brought claims, the Claims Officer to provide proof of Mr. Sun in the hospital, medical expenses, etc. Mr. Sun for proof of claims personnel said to each individual proof, but he found the hospital opened a single proof. Mr. Sun the formality and later to the people's insurance company, the Claims Officer see complete procedures from the system out of Mr. Sun's car, the original Mr. Sun's car is in the name of the unit cast protect, now brought claims have its official seal to receive. And Mr. Sun to find someone to cover the chapter, the claims officer said this is the unit loss cannot receive the cash transfer. To receive compensation after Mr. Sun direct interjectionis Handan factoring for real trouble!
The same claim procedures are too complicated still is one of the important factors affecting customer renewal. If not handled properly will probably attract customer surrender.

 (three) timeliness can not claim to fully guarantee

One is the customer claim people insurance company survey personnel are not in a specified time to arrive at the scene; two is the customer waiting for dismantling, the loss of time is too long; three is the internal PICC procedures flow slowly. All these will lead to the claim period is prolonged, influence the customer's vehicle repair and normal operation.
   Mr. Zhang was in PICC Handan branch car insurance process quickly, then the claims process is to let him see the people's insurance company claims in the "service of procrastination," light collecting claims data let him in PICC and repair plant back and forth at least 6 times, and the people's insurance company claims process can be described as "dial, an." He urged people every day as soon as possible by insurance indemnity company, but it is always "card" in the claims process not verified, he waited until after 3 months, the people's Insurance Company to complete the claim process. The indemnity was in his hands.
A small accident insurance life insurance company promised three days pay, great accident ten days closed. In fact very little about payment. This makes customers feel the people's insurance payments without integrity, to create a sense of distrust, so the insurance company is not recognized. May not be the only choose some insurance policy will once again.
(four) the people's insurance company claim can not be timely claims in different places

With the rapid development of rapid construction, traffic transportation industry and the rise of the self driving tour, local insurance, accident insurance in case is increasing, and the branch institutions because of less quantity, manpower shortage, internal force is relatively poor, customers in different places after the Chuxian difficult to report, help, is difficult to repair, can only be covered. For claims procedures, not only delayed the insurance company to survey the scene of the time, but also delay the customer will be damaged, repair and receive money time, to bring customers great inconvenience.

Mr. Chen in PICC Handan branch as the car insurance car caustic danger, unfortunately, in the field of traffic accidents. Therefore, people's Insurance Company recommended a garage to Mr. chen. Because of Mr. Chen's car has been repaired in the people's Insurance Company designated 4S shop, while the local designated garage is not 4S store, taking into account the car with little damage, Mr. Chen asked to return repair. PICC reply if the vehicle remote Chuxian, the situation is more serious, affect the safety, the owner must be local repair. If the owner is required to 4S shop to repair, but the insurance company is not recommended repair shop in the words of 4S, people's Insurance Company of the general approach is to: give a loss beyond price, in part by the owners to bear. If the vehicle is in danger, not serious, do not affect the security, the owners hope back to repair, can be specified in the insurance policy, back to Handan for repairs, insurance companies will be recognized.

If the customer's car in the remote claim, the people's Insurance Company of the surveyor cannot promptly rushed to the scene, or cannot be entrusted branch local timely rescue measures, it may cause an accident. Further expansion, the final loss is not only the customers and the people's Insurance Company of the greater loss.
(five) the service consciousness claims center, service details not perfect

Commitment to the unified national service hotline 95518 to report the loss not case; promise customers of the scene can not get, but can not be timely informed customers; business hall is not set to guide the case of report to the superior company claims; approval time. All these make some customers to insurance company's customer service service question, greatly influences the customer to renew the enthusiasm.

Mr. Wang to the automobile insurance claims center to handle claims procedures, he claims personnel requirements have all the documents and procedures, the Claims Officer and he Nabao number. Because the insured vehicle just say the license plate number, the staff can easily from the computer out of policy. Then he called the 95518 complaints, the claims officer gave him a check policy, then quickly claims. About after Mr. Wang said, as a service enterprise, should regard customer as god. But in the actual operation, they are everywhere in the customer, really don't understand. Why so simple a thing is to make things difficult for the customer, nowadays insurance market competition, service is very important!

Quality service to people's Insurance Company and establish a good corporate image, enhance the sense of trust, enhance customer loyalty, to better meet customer needs, so as to improve the people's Insurance Company of the renewal rate, increase the new "policy" the objective, for the people's insurance company has sales, profits, is a "win-win" strategy, namely, customer satisfaction, corporate profits. In contrast, poor service, will seriously damage the people's Insurance Company of the original image, loss of customers, leading to the refund policy holders of diplomatic relations, premium, refused to renew and the loss of customer source and a series of adverse consequences.
Three, analysis the influence factors of the people of Handan for the factoring service
Low quality of insurance employees. Public awareness is not high, business outlets are not popular, the overall economic and social credit foundation is weak and other factors is the main reason causing claims service quality not just as one wishes. Specifically, mainly has following several aspects:
(a) holding company level
1 sales skills and integrity awareness needs to be strengthened to improve the qualities of the Claims Officer

Insurance is a highly specialized service industry, the insurance provisions are numerous, and relates to the traffic police duty, the price will be damaged, the liability exemption and other conditions. A qualified claims personnel, not only of the need for insurance knowledge, legal knowledge well, also need to understand the traffic laws and regulations, all kinds of vehicle accessories price and social common sense, the claim does not belong to the insurance liability to client, can explain the sequence of events to the customer. But now, people's Insurance Handan branch most of the Claims Officer is supporting the relationship came in, graduating undergraduate rarely read the professional insurance even less. In more complicated cases or claims disputes, not to be able to do with the professional language to explain, to the customers and even conflict with customers. Underwriting, claims are two interrelated, inseparable link to decide the insurance service quality. Business people in the business, but also plays to the customer, product liability objectively correct Introduction Company. But the business personnel or confined to the professional quality, or over the pursuit of personal interests, still tend to describe, and even exaggerated side of insurance, for duty exemption and the insured obligations little or simply do not mention. When clients with the people's Insurance Company of physiological compensation dispute, before the business personnel in order not to offend customers, always vague, refuse, individual business people and some individual agents or even encourage customers to find relationship, implied or express customers find the relationship can be ex gratia payment, increase the customers do not trust in insurance industry.
The 2 Handan automobile insurance excessive rely on intermediary business for premium

The people's insurance companies to contract premium, rely heavily on the insurance intermediary, with high fees, high return to "buy the premium", has brought a series of problems to be or get out of danger after the claims: one is the insurance intermediary sit buckle premium behavior occurs. PICC lack of control means, accident insurance company has not received the people to the premium on the grounds and customer claims disputes; two insurance intermediary fee is only high figure, PICC also refuse nobody, do not take into account the interests of the insured, some cross city, cross regional business. Claims even after the trek to the different claims, artificially increase the claim costs; three is some personnel quality is the people's Insurance Company of the relatively lower, not to provide professional insurance services, also has responsibility, mutually making excuses, slow, poor attitude. But customers can't tell the people's Insurance Company and Proxy Companies's difference, the complaints are recorded in the people's insurance company account. Corrupt people's insurance company image, affecting the healthy development of the business.
About out of vehicle repair claims process and internal defects of 3 insurance clause

This makes the settlement price has a larger issue of. In recent years, although the people's Insurance Company of the additional insurance substantial development in the insurance, but the car be or get out of danger after the dismantling, damage, accessories, repair factory price determination are not clearly defined, leading to insurance companies and owners often because of damage degree and accessories price occurred contradictions resulting claims disputes. People's Insurance Company in the setting of settlement procedures, too much about their business practices and procedures for transfer convenient, in the convenience of customers, simplify procedures, reduce claims cycle and lack of adequate consideration, so that customers can not be fast and efficient service, often because of the delay and the insurance company the cumbersome procedures and time of claim contradiction.
(two) causes the customer level
   1 the claim procedures do not understand the cause unnecessary losses

Some customers do not carefully read the terms stipulated in the duty of the insured, after be or get out of danger by imagination and experience to deal with problems, insurance companies are set to the first site survey and the insurance companies involved in insurance, some customers because they do not understand these rules, in danger after not according to the claims procedures, so that prolong the settlement cycle or can only be obtained the proportion of compensation.
2 high expectation to reduce customer satisfaction with the insurance

Some clients mistakenly think. Insurance is to do everything, as long as the insured insurance, insurance company should compensate all, some originally do not belong to the responsibility of insurance loss claims also included within the scope of, once the aspirations are not met, will often disappointment into to insurance company's discontent.
Negative 3 for the insurance industry to increase the misunderstanding of insurance

For a long time, because the people's Insurance Company processing case is not careful and not in accordance with the commitment, dishonest behavior frequently occurs, so that the overall image of the insurance industry is poor, coupled with the positive propaganda of insurance less, negative publicity, so that some customers on the insurance misunderstanding very deep, even if the people's Insurance Company in the customer claims according to the provisions are presented to demonstrate the need to provide third of the wages. Proof of medical diagnosis and other reasonable requirements, the customer cannot provide also believed that the people's insurance company is deliberately looking for an excuse, drag pay indemnities.
(three) the social level
Deletion of 1 credit system seriously affects the quality and efficiency of claims

At present, the insurance of the field of consumption, social integrity is low, some of the applicant or the insured defrauds insurance indemnity to resort to deceit, the situation has occurred. According to rough statistics, due to insurance fraud loss has accounted for the total 10%-20% loss. Lack of credit caused the insurance claim more cautious, in case investigation, therefore, adjustment, compensation program requirements more stringent, to a certain extent affected the settling efficiency.
2 "compulsory insurance" insurance activities interfere with normal business order

The administrative departments through administrative means, "compulsory insurance" activities on the vehicle accident insurance in some areas, not only greatly influence the objectivity and fairness of the evaluation, but also for valuation fees, dismantling fees do not belong to the insurance liability costs increase the customer loss. When this part of non insurance responsible for customer claims can not be met, and that is the people's Insurance Company indemnities.
Four, strengthen Handan factoring service compensation recommendations
(a) to increase the knowledge of insurance propaganda

One is through the integration of the insurance industry's collective power, public commitment to the community is relatively uniform service standards; two is the insurance supervision department or the insurance industry association by using public media advantage, holding insurance consulting or lectures, open insurance column or website and other forms, publicize the knowledge of insurance; three is the people's insurance company should be more from the consumer to the point of view, explain the difficult, hot issues in the claims, the initiative propaganda insurance policies and regulations, to clarify the misunderstanding and prejudice, allows customers to understand the insurance trust from start.
(two) carry out seriously "claims principle active, rapid and accurate, reasonable"

"Claims principle initiative, quickly and accurately, reasonable", is one of the fundamental principles of commercial insurance, the insurance company is also the basis for the survival of work. Therefore, carrying out the principle of hundred-percent to PICC, consciously safeguard the solemnity of the insurance contract, conscientiously fulfill the obligation of compensation, to shorten the time of claims, to allow customers to enjoy its claim and satisfactory customer service service. Deepen the "claim without" commitment activities, fully extended "three days for payment, five car", to specifically to the use of "fast case processing single" loss in the amount of 5000 yuan of the following insurance cases, to simplify the procedures and documents, improve the settlement rate and case handling efficiency, improve service quality, in order to more fast and efficient service to improve customer satisfaction.
(three) to solve the insurance loss each department acting on its own situation as soon as possible

The insurance supervision departments should coordinate with government departments, the price department soon stop "compulsory insurance" activities, the repair work after the accident insurance vehicle can smoothly in the insurance contract, truly reflects the insurer and the insured will. At the same time, to guide the people's Insurance Company to explore the introduction of insurance assessment mechanism, make full use of legal status, assessment companies professional talents and skills and independent of the insurer. Be specific identity than the insured of insurance loss, increase the scientific and fairness, and constantly promote the insurance loss embarked on professional track.
(four) encourage insurance companies to abandon old concept of employment, improve the structure of talent

The people's insurance company should establish a long-term mechanism of talent in the business activities, to self hematopoietic, through a combination of talents training, more excellent, professional college graduates and other forms, to establish a reasonable talent echelon level. Input fresh blood for the industry at the same time to ease the employment pressure, improve the quality of the industry, improve the image of the industry.
(five) people's insurance company claims service model improvement

The people's Insurance Company to customers for cooperative repair plant, the people's Insurance Company directly and repair plant closing; PICC should adapt to the market in the form of the existing basis, business process improvement according to customer demand, reduce customer claims link; to customers in detail in terms of exemption from liability insurance, the insurance contract explanation to the customer; guide the people's insurance company more refined in terms of existing products, according to the different grades of repair standard design different car insurance rates and deductibles, make the claims more fair and transparent, the maximum resolution of disputes over prices.

(six) the people's Insurance Company as soon as the dot areas to achieve service compensation

In all walks of life insurance consumption is more and more close, thousands of households today, people's insurance company should do everything in one's power range, speed up the construction of business outlets, as soon as possible to achieve the service compensation. All the people's Insurance Company of the client, as long as the company's outlets in the accident. Both claims to report, vehicle rescue. The survey will be damaged to repair, and nearest to the people's Insurance Company of service outlets for claims procedures, complete the claims processing until the entire process in different reparations payments.

 

 

 

Reference

 

[1] Liu Guojun, the principle of "insurance", the people's education press, 2006 Edition

[2] Wang Ming, "motor vehicle claims", Liaoning University press, 2004 Edition

[3] insurance completely manual, http://www.xici.net/, 2004.4.14

[4] auto insurance network, http://member.chinacars.com/, 2005.7.9

[5] insurance knowledge,Http://www.picc.com/, 2007.1.18

The [6] service network,Http://www.zgjrw.com/, 2006.5.29

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

InducedXie

 

 This thesis is in the Gong Yinghua teacher's solicitude and finished under the guidance of. Her profound professional knowledge, rigorous scholarship, refine on work attitude, be tireless in teaching others noble virtue, noble manner be strict with oneself, be broad-minded toward others, chastity, amiable and easy of approach personality charm profound influence on me. From the topic selection to the final completion of the palace, teachers are always careful to give me guidance and tireless support. Over the past three years, the palace teacher in my academic to careful guidance, I sincerely say thank you to the palace teacher. Here, I would also like to thank together happy to spend the life of university students, it is because of your help and support, I can overcome difficulties one by one and confused, until the successful completion of this paper.

In the paper is nearing completion, I can not calm the mind, enter the subject from the beginning to the successful completion of the paper, there are many respectable teachers, friends to help me speechless, here I am on the palace teacher, teacher Liu, Xu teacher, Miss Guo, Li the teacher, counselor and sincere thanks! Finally, I would like to thank the culture I grew up bear bitter hardships parents, thank you!

 

 

 

 

 

 

                                                       Wei Xingzhong

                                                                     June 10, 2007