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 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, therefore, insurance the company attaches 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, 54460000000 yuan from the auto 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 of 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 domestic 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.