The automobile insurance claims service

In the global insurance, automobile insurance has play a decisive role position. In recent years, China has begun to enter the era of automobile, automobile insurance business is good or bad, not only related to the insurance company's own economic benefits and development, also affects the realization of the play and social insurance function, plays a positive role to ensure social stability and people live and work in peace. How to draw lessons from the automobile insurance claims service model international advanced experience of mature service auto insurance claim insurance market to improve China's traditional, improve work efficiency, reduce the service cost, has become an urgent in the face of China's automobile insurance practitioners of the problem.

   Mode and characteristics of a mature insurance market, international auto insurance claim service

   A large number of institutions specialized in auto insurance claims services abroad, and very small division. The insurance company and the external institutions because of their own benefit, in order to achieve customer satisfaction as the common objective, pay special attention to cooperation with each other. They both do, and pay special attention to the sharing of information and resources, mainly reflected in the following aspects:

   (a) survey, the loss aspect cooperation

   The survey, will be damaged as the first ring claims service, the insurance company of the case is whether compensation, the compensation of the first pass, it is directly related to the amount of the insurance company claims, closing speed, social influence, crystal brand effect and so on many aspects, so, the insurance companies have attached great importance to this link. In order to cope with the massive investigation, will be damaged, developed countries and regions of the insurance companies generally used in cooperation with external professional institute pattern.

   (two) information technology development cooperation

   1 to improve the timeliness and rationality of the surveying scheduling. American fourth auto insurance company Progressive, determine the surveyor position using GPS positioning technique, the intelligent scheduling system, survey personnel were sent to the accident scene, in a very short time in addition, through the computer network, query scheduling repair plant, to provide timely repair service for customers.

   2 to improve the accuracy of surveying. Allianz Group has been using the Audatex system (now belong to the USA ADP company), recently also use Glassmatix estimate system, ensure the transparent norms, insurance claims.

   3 to improve the timeliness and convenience of the report. The Yasuda fire and marine insurance company with 24 hours of work in the insurance claims in the accident report system acceptance, corresponding remote computer system the system throughout the country and the 14 claims center and the 252 terminal customer claims, claims from any terminal can get the results of the insurance company, and get the claim within 7 days.

   4 improve the surveying efficiency. In the Taiwan region of China, insurance has begun to enable remote estimating system, transmitted via the Internet, the insurance companies charge member can spot the loss, and may carry on the on-line remote damage, customers and repair plant can also search the Internet for loss results and parts prices, even buy accessories etc..

   (three) provide diverse service links of cooperation

   To provide customers a full range, multi-level services is a major characteristic of the modern insurance claims, which, derivative service has become the main means of competition. Do best in this respect is USA. As the world's largest insurance market, the external mechanism American insurance companies and banks, telecommunications, hospital, police station, repair factory, glass shop, rescue, first aid center cooperation is very common. Since the beginning of the last century in the early 90, American also appeared a kind of specially for Motors Insurance Corporation to loss processing company. A large number of professional organizations have not only improved the overall level of the insurance industry, but also promotes the lower insurance protection and improving the quality of insurance service cost.

  Two, the current mode and the pros and cons of the insurance market of our country car service claims analysis

   Auto insurance is China's domestic insurance market, the largest single insurance business insurance, is the backbone of China's property insurance business. The volume of business accounted for more than half of the property insurance. In 2003, the insurance premium income amounted to 89240000000 yuan, 544.6 billion yuan from insurance. In 2003, China's insurance companies, insurance will compensate case number up to more than 766, loss rate as high as 60.87%, automobile insurance survey, adjustment of large quantity, high cost. In the insurance market, the cost of high fees high rate, low utilization of funds situation, insurance has been a serious situation of the loss of the entire industry operating in 2003. Effectively change the current insurance service mode, pressing claims moisture, reduce claims service cost, has become one of the major subject to change the present situation of auto insurance business losses.

   (a) China claims service mode

   Due to the characteristics of motor vehicles with liquidity, require the insurance company in business, especially to establish and perfect the corresponding motor vehicle characteristics of service system or service mechanism in the delivery of services, do the work of motor vehicle after be or get out of danger. This service system or mechanism is mainly around the vehicle insurance after the Chuxian timely rescue, reconnaissance, damage and repair, and at the same time, but also relates to the third party liability cases. At present, our country is more mature and popular model is based on the insurance company as the leading independent claim claim service mode, its characteristics:

   1 set up their own service hotline, the insured implement all-weather, all-round service, to accept the report through the hotline.

   2 to establish their own investigation team, reconnaissance vehicles and the corresponding equipment itself, fully equipped, accept their customer service center scheduling and field surveying.

   3 set up their own vehicle fittings offer center, according to the claim of project accounts for the high proportion, high impact on the insurance payment rate and operating profit, is also the most easy to produce parts profits loss, insurance companies are very seriously, the organization personnel engaged in auto parts price, price and the price of nuclear work collection.

   A field of a link or service radiation 4 surveying of not only by the assessment companies, the price department, repair factory, the survey firm and other external bodies to complete.

   (two) the advantages and disadvantages of China's auto insurance claims service mode analysis

   1 independent claims. Inspection and loss from the insurance company claims department is responsible for the accident adjustment. In this way the initial development of China's insurance industry has played a positive role, but also with a series of specific historical period. With the development and change Chinese social reform and market, especially after the accession to WTO, global economic integration has a great impact on China, international advanced claim loss estimation methods and ideas constantly into the domestic I insured awareness of insurance consumption is also rising, the drawback of this model is increasingly prominent, mainly in the:

   (1) large capital investment, low efficiency, poor economic returns. The insurance company itself, from the exhibition industry to the underwriting, claims to the claims, each link in the hand, the large and complete pattern caused by inefficient. The huge claims team, plus the survey corresponding configuration vehicles, equipment, manpower, material resources processing cumbersome estimate claims affairs, leading to the internal management and business accounting and the economic benefit is low, also often appear business survey couldn't come, assessment of loss will not come, don't come not normal material phenomenon. To expand the resource allocation is unreasonable and China insurance company stronger, to participate in international competition, take the professional management of the road compared with the requirement of cultivating core competitiveness,, is not adapt to the.

   (2) business claims the transparency of the poor, unfair. Automobile insurance loss claims is different from other social production project, the interests of wide, professional and strong, adjustment category, which requires claims business open, transparent. The insurance companies themselves will be damaged, like the insurance company as "athlete", and when the "referee", which for the insured, mean loss results contrary to the basic principles and requirements of justice. For this kind of contradiction, even if the insurance company insurance conclusion is reasonable, is often difficult to make the insured convincing, leads to easy to dispute settlement work. Especially in the information asymmetry in the market, this disadvantage is even more prominent.

   2 price assessment. The traffic control department of the public security departments entrusted prices forced the loss. This method used less often, because both parties are not approved, not welcome. Chinese CIRC has issued a document to resist.

   3 Insurance adjuster. Professional insurance adjuster company entrusted parties responsible for auto insurance, loss of inspection and adjustment work, this is a common international practice. The advantage of this approach is:

   (1) can reduce the claims disputes. By disinterested assessor is responsible for investigation, will be damaged, can the insurance company contract fairness characteristics reflected better, make claims process open, transparent, to avoid possible disputes and disputes, to prevent the abuse of power.

   (2) improve the insurance market structure. From the Professional Company responsible for the investigation, will be damaged, can better embody the specialization of social division of labor, also can promote the development of insurance assessment industry, further perfect the insurance market structure.

   (3) can promote the insurance company to optimize the internal structure, save a lot of manpower, material resources, financial resources. Because the insurance company pay inspection fees to assessment companies according to actual inspection workload, thus more faithfully reflect the true conditions of operation, to avoid the insurance company equipped with fixed inspection personnel and related equipment that may produce unnecessary expenses and increase the fixed operating costs.

Three, changes in China's insurance market environment on the model of automobile insurance claims service change request

   (a) changes in policy and legal environment

   1 regulatory authorities intensify efforts to develop the insurance market, insurance market more active than ever. With China's accession to the WTO, Chinese insurance market has been faced with the overall opening pressure. To meet this challenge, the implementation of a comprehensive, coordinated, sustainable development, the Chinese insurance industry bigger and stronger, Chinese CIRC adopted a series of positive measures, insurance market has hitherto unknown change. The main insurance increases rapidly, the business areas of insurance companies is completely open, reform of the vehicle insurance clauses and premium rate system on all over the country, the insurance intermediary is like bamboo shoots after a spring rain like appearance. Learn from international experience, at a higher level to strengthen the development of business insurance companies and insurance intermediaries cooperation become the route one must take Chinese insurance industry to enhance competitiveness

   Bring the implementation of 2 new "road traffic safety law" the opportunities and challenges. 2004 year in May 1st since the implementation of the "road traffic safety law", put forward higher requirements on automobile insurance claims service. The law provides for the implementation of the motor vehicle third party liability compulsory insurance system, emphasis on people-oriented, respect for life, was injured in the traffic accident compensation standards will be improved to a great extent; the rapid processing of the scene of the accident, traffic accidents on the road, causing no adult body injury, the parties on the undisputed origin, can be leave the scene, restore the traffic, discuss compensation to. May foresee, along with the implementation of the statutory insurance, vehicle insurance will be a substantial increase in the number of cases, claim amount will rise; at the same time, the implementation of the new law, on site survey requirements and skills will also be greatly enhanced; 2004 survey workload will greatly improve the. How to adapt to the new legal environment of automobile insurance claims service, as every company must face the problem.

   (two) the change of competitive environment

   The main 1 insurance supply increase rapidly, increasing pressure of competition. In 2004, a very prominent changes in the insurance market, is the subject of insurance supply greatly increased. Cancel the insurance company regional management, branch number of a relaxed, the original is limited to a certain area of operation of insurance companies, have set up offices in the major, in the city, the insurance market competition has reached a white hot. Rates dropped sharply, profits fell sharply, auto insurance business has been a loss of large areas.

   2 the insurance company claims service obviously lag behind Yu Chengbao, most insurance companies promote internal cooperation and agency. Along with the increase in supply in the insurance market, there will be such a situation: the new insurance companies or foreign insurance companies into new branches, in the initial operation due to cost and hard constraints, cannot provide for oneself with its underwriting the corresponding professional claims personnel; due to the increase in new supply main body the original insurance, corporate profits decline, which possess or reserve more claims personnel uneconomic; new supply main body will make the original has been less qualified claims personnel more scarce, use, reserve claims personnel costs, increased liquidity the claims officer. After the rapid development of insurance business, the development of claims not matching often affect the insurance industry. Practice has proved that, as in the past to rely solely on the case processing insurance claims officers within the company, have already can't satisfy the growing settlement work. Claims and insurance is not synchronous development, become the insurance company is an important problem to improve the economic benefit to be solved. From the insurance experience of developed countries, strengthen mutual cooperation with the intermediary, has increasingly become the institutional arrangement of many insurance companies.

   3 customers increasing demand for services. China has begun to enter the era of automobile industry, the automobile has become an indispensable part in people's daily life and social economy, people on the automobile consumption is becoming more and more common, service requirements are also getting higher and higher. The insurance company for the development of auto insurance business, but also to meet the service needs of the insured, as an important means of competition. Only at the same cost condition, provide better than the competition of insurance services, can be in a favorable position in the competition. The social division of labor is increasingly specialized, provides a good opportunity for the insurance companies to reduce transaction cost and service.

Four, the development countermeasures of insurance assessment industry in China

   (a) actively seek the support of the government

   The use of government resources to promote the industry and enterprise development, is the concern and research topic worthy of every industry and enterprise. Assessment institutions professional should be pressed CIRC legal status as soon as possible a clear assessment companies, and make it as an independent professional institutions to fulfill their duties, without interference from the traffic police, price and other administrative law enforcement.

   (two) responsive to changes in the market, to meet the needs of the market

   Motor vehicle loss compared with other insurance losses are relatively small amounts, so, from the angle of operation, the insurance company will pay the inspection fee co.. Assessment companies in the charges do not "open one's mouth wide", but should be professional and high-quality service to obtain the larger volume of business, to reduce costs and charges by the larger volume of business. Otherwise, the result will only force insurance companies to take the company's internal strength test.

   (three) improve the level of service, widen the service field

   In order to better explore the market, assessment companies should pay attention to strengthen exchanges and cooperation between, should provide professional technical support for the insurance companies in the following aspects:

   1 the study of how to reduce the cost of repairs. Assessment companies should through the daily assessment will be damaged, leading models of several widely used in our country the accident probability, damage and repair costs in areas such as statistics, classification and research, and through the vehicle repair all kinds of collision test and actual accident damaged vehicles, to determine the extent of damage of automobile and repairable, find out the repair the most appropriate method from, and then the results of these studies provide the repair manufacturer and to the principal public.

   2 the formation of repair parts quotation system. At present, the market of our country car repair, car accessories, price confusion, are plant parts and the Deputy plant parts prices several times, insurance companies and owners to distinguish the various parts of the level, so that the repair quality can not be guaranteed. Therefore, assessment companies should strengthen contacts and communication with the car and its spare parts business, related to the prices of spare parts and spare parts suppliers are collected, and promulgated in a timely manner, forming parts and efficient, accurate quotation system.

   3 making the repairs of man hour quota. In spare parts price determination, how to accurately determine the labor cost will be directly related to the cost of repairs. Assessment companies should contact, communication and local auto repair Association, combined with local staff wages, costs and repair plant level, make repairs fixed working hours, to provide price basis for determining the cost of auto repair.

   (four) the cultivation of professional talent, focus on occupation morality

   Assessment of auto insurance is a highly professional work, appraisal personnel should have the necessary motor vehicle repair professional knowledge, professional knowledge of insurance, legal knowledge, medical knowledge, considerable skills, negotiation skills, but also should have the good occupation moral. In our country, auto insurance claims there is a prominent problem is the lack of a good social credit environment, often appear the claims officer was repair factory or the insured buys, complicit, damage the interests of insurance companies phenomenon. So, the assessor can establish a good credit is another key factor in the existence and development of assessor system, and even can be said to be the decisive factor.

   (five) pay attention to technical support, to create a professional brand

   Assessment of auto insurance is different from other property insurance adjuster. The subject matter of insurance assessor is single, but the brand variety, loss of vehicles and spare parts approved price complex, accident rate is high, strong liquidity, out of place of uncertainty that matters, the third party liability accidents, accident medical expense examination, the level of disability insurance claims, leading to heavy workload, investment, management cost is high, and the motor vehicle insurance claims become a testing ground for the insurance industry with high technology. At present, the risk management and risk assessment using IC card and its technical support system, advanced technology for remote underwriting the use of computer in our country has started to promote. The insurance adjuster company will strive to promote and improve the new technology, improve the technological content of automobile insurance assess, ensure the professional quality insurance adjuster, enhanced assessment industry competitiveness.

   (six) to enhance the management level, so that the efficiency benefits

   Auto insurance is a fine management of insurance, risk small and relatively stable, controllable big. We must strengthen the management, reduce costs, improve efficiency, to achieve good benefit. Assessment companies should do more to summarize and exchange in the auto insurance claims management, form the management characteristics and advantages of their own.