A Research Of Auto Insurance Claims Process Optimization Under The Guidance Of Crm For Boci

With the rapid growth of the motor vehicle population in China, motor vehicle insurance becomes more and more important. Although the motor insurance market is developing fast and the insurance companies are in fierce competition, the risk of running the vehicle insurance business is not taken into account fully and there is no relevant measure to avoid the risk. In order to expand the business, the insurance corporations are in blind competition, regardless of the operation cost. As a result, the claim ratio is extremely high and some insurance firms are facing huge loss and even bankruptcy. So many insurance applicants can not be guaranteed. In current circumstances, the insurance company put more effort on insurance acceptance rather than on claims settling, just for the development of business, mainly to sales and underwriting process. When the business scales up, various problems are exposed on each step of claims settling. This certainly causes some negative effects on the insurance companies, such as customer dissatisfaction, bad impact on brand image, reducing the renewal rate and increasing the cost on business development, meanwhile, the claims loopholes also bring the insurance enterprises a lot of moral risks as well as the extra claims cost. Claims process is becoming an important part of restricting the healthy development of the motor vehicle insurance, which also draws the attention of many scholars and experts.Base on the customer relationship management and business process reengineering theory, this paper focuses on insurance business of the Bank of China Insurance Company. Through the analysis of the Development Bank of China Insurance Company, as well as insurance claims service status and problems, the reason for the problems on insurance claims process could be find out.Grounded on these, this paper aims to point out the principles and ideas on insurance claims process optimization of the Bank of China Insurance Company, involving in three aspects, the customer, interior and risk, by which optimization objectives and specific optimization process would be designed. At last, the effect analysis and evaluation on insurance claims optimization process would be given under the guidance of customer relationship management of Bank of China Insurance Company Limited. Hopefully, this would improve the claims efficiency, increase customer satisfaction, control the risk and reduce the cost for Bank of China Insurance Company.I hope this study can provide some new ideas for the motor vehicle insurance business, and could make this industry more healthy and steady.