The Research Of Y Property Insurance Company Qingdao Branch Claims Service Innovation

With the rapid development of economy, people have to face more and more risk in normal life. to ensure that when accident comes he can minimize the lost, more and more people go to buy commercial insurance to pass on the risk. So the customer decided to buy insurance, not only focus on the insurance products, but also on claims service.Claims service work usually include report, survey, case build, damage evaluation, damage auditing, file collection, payment calculated, payment auditing, payment wire, document registration, as well as some extension services, such as disaster prevention security, people injury cases mediation in advance, etc. Claims about insurance company brand image, service quality directly affects the customer for the decision.Due to the claims service management does not controlled very well and high underwriting losses, the insurance company still appear " difficult to compensate, drag loss phenomenon, it would be damaged the legitimate rights and interests of consumers, it’s reduces the insurance industry image. Strengthen and improve the quality of our claims service and improve the satisfaction of consumer, is an eternal subject of insurance industry.Based on the service competition, service operations of management, customer satisfaction theory as the foundation, on the analysis of the Y property insurance company Qingdao branch (hereinafter referred to as "Qingdao Y company") claims service on the basis of the status indicate that at present the service concept is not clear, the service process node is a little bit more, the harm feeling of customer service, service implementation does not reach the designated position, claims service move slowly to improve the problem., After deeply analysis on these problems, I proposed Qingdao Y company claims service optimization scheme and related security measures, including:on the core thought is make the transition from a product to the customer center and the change of customer satisfaction to customer loyalty goals; On the basic mode, build two management system, it is a scientific system of customer relationship management (CRM), the second is professional claims service management system; On the operation mode, customer experience will be the primary of service brand, and based on customer value to provide differentiated services; In the strategy the five aspects of security measures will be taken, namely, build the service culture based on customer experience, many optimization measures and claims service mode, value-added services based on customer requirements to provide warmth, create professional and efficient claims service team, establish a closed-loop mechanism of effective service management.This article through Qingdao Y company claims service optimization research, establish a complete set of claims service system, strengthen and improve the company claims service quality, to promote insurance consumers service brand constantly and improve the company market competition ability, ultimately promote the sustainable development of the company, but also provide a good lesson for other small and medium-sized insurance companies.