About Jingzhou City

Investigation and suggestion of insurance accident loss of vehicle repair

The Insurance Association of Jingzhou City, according to the 2008 in China CIRC "Notice of 'Chinese China Insurance Regulatory Commission on further regulating the property insurance market'" (the programme of work of the No. [2008]70), the claim problem as one of the key specification of property insurance market order, require the insurance company to establish and improve the service standard, claim normative claims process, improve the service quality of claims. According to these requirements, the association from May 10, 2009 to June 8th in the city by the insurance company, the factory, the Jingzhou Municipal Transportation Bureau of transportation management department, Jingzhou City auto repair industry association and customer to carry on the discussion, to understand and analyze the insurance accidents in Jingzhou city vehicle damage repair situation, get support and attach importance to the leadership of each department, make this work smoothly. The report is as follows:

A,  The survey

(a) Jingzhou city has the qualification certificate of the factory is more than 300. Having class a qualification of 11 homes, two kinds of qualified more than 70, three kinds of qualified more than 200. Insurance companies have business dealings and agreement of the factory has a total of 30, including: a class factory 5, two factory 22, undocumented factory 3. Jingzhou branch of PICC is fixed in the city (specify) damage repair factory four, and signed the agreement. The company implements the remote damage, 24 hours to monitor damage units. In addition to PICC on the four factory signed a written agreement, other companies have not entered into an agreement with repair factory, most out of vehicles by the customer demand repair factory repair.

(two) problems in the factory repair.

One is to expand the loss project, offer no real. The structure, components of the vehicle does not understand, we expand the damage repair. Two is the factory and the driver (customer) joint ventures, expand the scope and improve the repair free repairs and parts prices, caused the contradiction of the insurance company and the customer. Three is the repair shop in order to pull business to insurance company rebate, resulting in factory between "toil not all", seriously affecting the compensation effect and quality. Four is the repair shop can not guarantee repair, replacement of defective goods with. Such as: bumper 80 yuan / root, 120 yuan / root /, 400 yuan / root range in price, the loss is 400 yuan / root only to replace the 200 yuan / root phenomena occur.

(three) loss problems.

One is the survey of professional quality is not high, not accurate damage repair, brings in difficulties to repair factory. The two is the insurance company optional factory, not to repair technology and quality, but with the business for business, for example the 4S shop car premium business, insurance companies to provide vehicle repair business, and signed an exchange agreement, can not guarantee the quality of repair, damage the interests of the customer and the company's image. Three are some survey staff and customer partnership fraud case. For example: survey personnel requirements of owners (clients) for the old pieces of second collisions, fake fake site, fraud claims for interest. The four part is a survey members to take money with Fei Chongzhang repair factory.

(four) existing factory and the insurance company cooperation problem.

One is some company year-end in factory expenses and employee welfare. The two is to extract appropriate according to repair the amount of profit. The three is the individual company leaders and relevant departments responsible for participating in the garage holdings. The four is the common enrichment, the insurance company and the repair of damaged party, just a decoration, not just, fair, open, reasonable site issued vehicle damage prices and a single. Once the price down, the insurance company will keep the prices down, repair party for fear of offending the insurance company, only shoddy, common profit, and the injured party is the customer. Four is a large truck and car damage repair standard is not reasonable, some survey of large car parts pricing high, especially the time price and folded fee (for example: large truck beam correction time reached seven thousand or eight thousand yuan, for a total car crossbeam, the price was 10000 yuan), as long as a vehicle accident, car factory repair personnel than surveying personnel run faster, crane, trailer together, especially for the field on behalf of the survey vehicle, do not refer to their company's compensation rate, the price is higher, because the factory and survey personnel can benefit: 1, repair companies can charge high treatment costs and removal costs, not in the factory repair also collect other fees more; 2, survey personnel obtains the customer benefits, knowing is the fake site, close one eye, but also to customers give advice and suggestions, make the fake site to real, disturb the market of vehicle maintenance and repair. 3, customer survey members oral commitment in the field, as long as you do, spend some money does not matter.

(five) in recent years, the insurance vehicle accidents increased year by year, the compensation rate increased year by year, in 2006 a total of 90397000 yuan compensation, payment rate was 48%; in 2007 a total of 129000000 yuan compensation, payment rate was 50.4%; in 2008 a total of 153000000 yuan compensation, payment rate 54.1%; the first quarter of 2009 a total of 51811100 yuan compensation, payment rate 51.5%, because the insured vehicle accidents happen frequently, insurance vehicle damage repair disputes increasing, not only the interests of the insurance industry's image, also affect the customer on the insurance rate, also caused the social contradictions and instability factors.

After investigation, insurance accident vehicle repair market, there still exist some problems, standard repair market crunch time, is the need of the development of the insurance industry. Standard insurance accident vehicle repair market is to improve the service claims and auto repair quality, but also anti bribery, corruption, an important measure to safeguard the interests of customers and the interests of industry.

Two, the establishment of standards, standardize enterprise car repair market, maintain the image of industry and the interests of customers.

There is close relation with the insurance work auto repair factory, we must seek a common measures and methods to solve the contradiction, establish, promote the industry standard. To establish the mechanism of effective cooperation, build cooperation platform, establish industry standard, unified car repair guide price, the price offered by the insurance companies, the insurance industry association is responsible for the management, improve service quality and level of auto repair auto insurance.

(a) specification of Surveying and repair market be imperative. One is the automobile industry rapid development, automobile market has increased year by year, it brings opportunities to the insurance company, also accompanied the crisis. In 2003 Jingzhou city car reached a total of 4800 vehicles, a total of 19200 vehicles in 2008 car. The rapid increase in the number of cars, especially private cars increase rapidly, the family of vehicles, the socialization degree increased, this trend will enable consumers to pay more attention to the auto repair quality and service, the related disputes and contradictions become more prominent, and the insurance company claims service in more passive, especially the automobile insurance accident loss and car repair of contradictions and disputes are becoming more and more prominent, if the establishment of an effective mechanism to regulate market, surveying and repair market order, safeguard the interests of customers, reduce the occurrence of conflicts and disputes. The two is put forward higher request service in new insurance law on the settlement of claims, the new insurance law will since October 1st this year, the new insurance law made more strict rules for claims procedure and time limits. Three is the regulators pay more attention to. Auto insurance "claims difficult" has become the most common credit problems, the most prominent reflection property insurance market. This problem has been highly concerned by the regulatory authorities, and issued a special notice to the insurance company. Four is the auto insurance business influence widely. Insurance as a popular categories, involving a wide range, high impact, in the settlement, especially more likely to lead to conflicts and disputes damage repair problem, also easy to intensify social contradictions. To establish the insurance industry repair standards, is to improve the service level for both claims, insurance companies and consumers, or to repair enterprise be of great advantage.

(two) step by step to establish repair industry standard. At present, our city auto repair market and insurance industry exists many models, spare parts market is not standardized, large regional differences, the car to repair uneven and insurance industry personnel quality, service standard is not unified situation, common to build a unified standard (price), from easy to difficult, step by step to establish the unified guidance price the standard market, neither the loss of benefits the interests of consumers and the repair company, insurance company and does not violate the compensation standard, joint implementation, standardize our insurance accident vehicle repair market order.

(three) achieve win win win goal.

For insurance, motor vehicle insurance is the first large coverage, high accident frequency, repair requirements, dealing with multiple, reimbursement pressure. How to do well the accident vehicle repair service out of the insured is the main task for the insurance company claims work, relates to the insured, insurance companies and car maintenance business enterprise the interests of three parties. The insurance company to carry out insurance accident vehicle repair plant siting recommended the bidding work is to select a number of technology, quality, management and service excellent automobile enterprises recommended to insurance policy holders, and further improve the insurance service system, extension of the field of insurance services, improve the insurance service quality, decrease the compensation water.
    For the auto insurance policy holders, may through the insurance company informed and recommended to obtain good local automobile enterprise information, avoid the accident vehicle repair Zhicijiegao out blindly choose auto repair business to customer, cause damage to the interests of the insured and the insurance company to. At the same time, out of the insured to the recommended repair factory repair vehicle accident can enjoy from the claims to the auto repair until the car insurance company claims Easy Access and automobile enterprises launched, so that the insurance policy holders to receive timely, high-quality and comfortable insurance claims service.
   For the automobile enterprises, through the signing of a cooperation agreement with the insurance company clear book, quality, service and charging standard insurance accident vehicle repair. At the same time, automobile enterprises can use and support to enjoy customer resources and provide technology, improve the automobile enterprise visibility and credibility, increase customer resources and repair business volume. Through the joint efforts and comprehensive cooperative insurance company and vehicle repair enterprises, to protect the loss the insured interests and improve the insurance service system of insurance company and the insured, so as to create a win-win situation of automobile maintenance enterprise.

Three, several suggestions

(1) qualified auto repair factory implementation of the bidding system for the city. Long plagued the insurance policyholders and insurance company accident vehicle repair Zhicijiegao, and escape from danger in hundreds of automobile enterprises in the choice of a higher quality of credibility enterprises to repair, the Insurance Association of Jingzhou city to implement insurance accident vehicle bidding system. In accordance with the relevant state laws and regulations and the state of CIRC, CIRC Hubei Bureau requirements, qualified auto repair factory implementation of the bidding system in the city zone of Jingzhou City, with the insurance company car insurance accident vehicle repair qualification standards and customer (owner) that have the integrity and quality service vehicle repair enterprises voted insurance enterprise of vehicle maintenance and repair.

(2) the insurance company should have the industry chain thinking. Between the insurance industry and the automotive industry are closely related, in a car repair standards have long-term development concept, not to hurt their interests of vehicle maintenance and repair. The establishment of industry standards, the insurance industry and the automotive repair industry can benefit from the process, required the joint efforts of the two, without the support and cooperation of auto repair industry, industry standard finally unable to implement effectively. The insurance company will have to strengthen the close cooperation with industry of vehicle maintenance and repair, and jointly promote the market of our city auto repair standards, establish and promote the repair industry standards.

(3) establish permanent institutions, establish training mechanism. The establishment of industry standards is a long-term, daily work, is a highly professional work at the same time. The insurance industry to establish permanent institutions, by the person responsible for this work, each year will be regularly or irregularly to repair enterprise inspections, to ensure the normal development of the work. Survey staff to conduct training and get a certificate, improve the surveying personnel political quality and business level skills. The development of industry standards will be damaged vehicle insurance survey personnel behavior, norms surveyor's behavior, improve the industry automobile insurance survey personnel overall quality, improve the overall image of the industry.

(4) for damage repair self-discipline convention.