A Research On Enhancing Ability About Customer Service For Insurance Companies

With the continuous development of China’s social economy, the property insurance industry has been unprecedented expanded since China’s Reform and Opening-up. Recently, property insurance has driven into the fast line. The development of property insurance is no longer the expansion of number, but is beginning to turn to the improvement of quality and efficiency. The function of insurance market regulation has also improved greatly, from supervising the management to supervising the capability of imbursement and protecting the benefits of consumers.How to avoid the recurring of the vicious competition in the insurance industry, no long mire into a low price but high cost, no longer bring the industry into the embarrassment of years of no benefit, no longer regardless of consumers’ interests, no longer rely on the management of squeezing indemnity and illegal operations, which is the challenge that the insurance industry is facing to.The only way to benefit the customers, society and insurance company is by strengthening the construction of service system and returning to the nature of insurance service. The commercial auto insurance rate reform carried out in the six cities and provinces on June 1st,2015, and then will be spread into the whole country. It is an important strategic opportunity for the property insurance companies who need to analyze their own strengths and weaknesses carefully and firmly take the way of effective competition which will enhance the capability of customer service.Therefore, through the study the present situation of customer service in the insurance market, the following seven aspects about the measures to improve customer service.First, the whole insurance industry should establish the concept of staff service,Second, the insurance industry should explore the products which meet the need of modern customers,Third, the insurance industry should establish a customer-centric organizational structure,Fourth, the insurance industry should carry out the marketing programs which meet the need of customers,Fifth, the insurance industry should pursue the variant underwriting and claim service which focuses on customers,Sixth, the insurance industry should strengthen the service innovation in order to lead the market,Seventh, the insurance industry should highlight the experienced value-added service and form a foresighted customer service advantage, which will make the insurance industry gain the social respect and satisfy customers.