Recently, Hebei insurance regulatory bureau held "to protect the interests of consumers, our common responsibility" event to start the general assembly, announced in 2011 the insurance service quality evaluation results. Among them, the Pacific Insurance Company Hebei branch in 25 property insurance companies in the first. Since 2010, CIRC Hebei bureau started to carry out the insurance service quality evaluation, the Pacific Insurance Company Hebei branch has two consecutive years won the first prize.

　Strengthen the new technology used to enhance insurance claim aging

Pacific Insurance of independent research and development of the 3G fast claims system, 3G mobile video technology modernization creatively applied to insurance surveying field. System uses synthetic customised handsets as the handheld terminal survey members, through the implementation of 3G technology, the scene of the accident investigation of accident loss and accident approved repair work back to the exploration of real-time data transmission, background check loss to the guidance and supervision of the site survey personnel claims work. The on-line 3G fast claims system, simplify the case claims process, satisfy most customer demand for service timeliness and quality of service.

In 2011 after the trial operation, the Pacific Insurance Company Hebei branch in 11 cities in the province put into use 3G claims rapid equipment near Taiwan, by promoting the application of the system, intensive, specialization and standardization process claims are advancing, and gradually formed a market leading claims service mode.

　　Open Easy Access strengthening major claims processing ability

The major claims especially processing and management ability of major emergencies endanger public security aspect, to a large extent embodies an insurance company claims service level. In 2011 October, the Pacific Property Insurance Company Hebei branch underwriting in transportation group in a bus, traffic accidents and a car on the highway on the shore. After receiving the report, the rapid reaction, rapid opening of company claims Easy Access, launched a major emergency immediately claims, claims the working group on the afternoon on the scene investigation, assist in rescue work, within a week will be 17500000 yuan compensation payment after the death of 35 people. Efficient claims service, for dealing with the aftermath of the accident to provide active support, by the provincial government and incident handling group affirmed. In 2011, Pacific Insurance Company Hebei branch quickly and properly handle several major claim, through the timely payment of the insurance money, effectively guarantee the normal operation of enterprises.

　　Take the customer demand as the guidance
To create superior customer service

The response transformation requires Pacific Insurance Group "to customer demand-oriented" strategy, the Pacific Insurance Company Hebei branch adhere to proceeding from the needs of customers, and strive to service to win, quality win, to create public compensation mechanism of transparent and fast, convenient service mode, to provide customers with all-round, high-quality, efficient service, to to enhance the quality of customer service as a system engineering. They take measures, innovative service mode, in the full jurisdiction county-level agencies, claims in field 90, effectively extending the service claims tentacles; perfect compensation assessment methods, increase the surveying, human injuries and other key personnel performance evaluation efforts, promote the settlement work target implementation; improve the claims process and the management system, continuously strengthen the case management, normative management loss, continuously improve settlement risk control capability; strengthening quality management to strengthen customer complaints, complaints management supervision, enhance the level of complaints management standardization, standard. 

  
        Zhang Jingfu.

(Editor: Bao Hui)