The Study On The Auto Insurance Claims Service Of Anhui Branch Of Ping An Property Insurance Company Of China Which Based On Six Sigma Management

From the 14th National Congress of CPC has put forward the development of the socialist market economy in 1992. The domestic economy has achieved a steady growth. Gross domestic product (GDP) has increased from 2.71 to 67.67 trillion yuan from 1992 to 2015. With the steady growth of the economic level, Automobile consumption has been more and more popular to the ordinary people. In the meantime, Automobile insurance industry also has made great achievements. National automobile insurance premiums exceeded 500 billion yuan in 2014. With the continuous expansion of the automobile insurance business, and continuous improvement of consumer demand for automobile insurance, the competition among different insurance companies is becoming more and more fiercely. However, several major insurance companies pay more and more attention to the level of automobile insurance claims service.In the 2014 annual national property insurance industry user satisfaction survey, which Organized by the China Quality Association, and the user committee. The customer satisfaction index fell for two consecutive years in. The insurance company’s service improvement and innovation did not keep up with the increasing expectations of the user service level. Auto insurance services still have much room for improvement. Customer complaints are mainly concentrated in claims and daily services. The customer complaints of claims include the slow speed of confirming the loss, the amount of compensation which is not reasonable, and the slow speed of compensation. The customer complaints of daily services include the low clerk quality, lack of professional level, Customers telephone visit which is not in time after the insured, and so on.Therefore, how to improve the quality of auto insurance claims service, and how to improve customer satisfaction, has become an important part of the management of insurance companies. And how to do these works well, the insurance company managers need to pay more attention to.The author has many years of property insurance company auto insurance claims operation working experience, and understands the importance of insurance service for property insurance company’s reputation. The author also feels the consequences of automobile insurance claims service is not enough of the human nature. After studying the operation management and the Six Sigma management method, According to the Auto insurance claims service of Anhui branch of Ping An Property insurance company of China, which the author is working for, The author put forward The Study on the Auto insurance claims service which based on Six Sigma management.In this paper, the author uses the five basic processes of the Six Sigma Management, Define, Measure, Analyze, Improve, Control, according to relevant content of the Auto insurance claims service of Anhui branch of Ping An Property insurance company of China, summarizes and analyzes the application of Six Sigma management method in the field of auto insurance claim, finds the fit between the two points, and studies on the benefits of Six Sigma Management in auto insurance claims service. So we can expand the scope of the research on the Six Sigma management method, help the company which the author is working for to use the Six Sigma management method, and upgrade the automobile insurance claims service, enhance customer satisfaction, promote the market competitiveness of the company.