The Study On The Construction Of Insurance Claims Service Quality Evaluation System Of Motor Vehicles

As China is deepening its economic reformation, the vehicle industry is now exploding by providing the most important impetus to the whole economic environment in our country. The relevant policies like car to the country continuously boost the inventory of the vehicle. At the same time, the problems existing in the vehicle insurance claiming service become increasingly prominent, and so is the intense of the conflict between the two sides of the insurance contract. Thus, in order to solve these problems, China Insurance Regulatory Commission called a conference aiming at governing the difficulties in the claim settlement service in vehicle insurance on February 15th,2012. Meanwhile, almost all insurance companies which engage in the vehicle insurance service also take action by determining optimizing the claim settlement service as the priority as well as promoting the claim settlement management in the daily operation.This dissertation takes the vehicle insurance claim settlement service system in A Property Insurance Company as a vivid example and selectively analyzes its current situation. By analyzing and diagnosing the existing problems, this dissertation finds out the critical reasons. Then, the combination of service management theory and the case studying is used to evaluate the current vehicle insurance claim settlement service system in A Property Insurance Company. The dissertation put emphasis on how to improve the quality of claim settlement service, customer satisfaction, and the creation of value under the establishing and tracing of the KPI indicators for the claim settlement service, and a specific proposal is formed. Finally, in order to insure the smooth operation of the vehicle insurance claim settlement service evaluation system, the dissertation also introduces some relevant and useful safeguard measures, such as improving the internal control system, introducing assessors, perfecting customer satisfaction evaluation model, building websites, and optimizing the financial supporting system, to guarantee the quality of the vehicle insurance claim settlement service. Thus, only by building the complete vehicle insurance claim settlement service evaluation system and strengthening the supervision from the relevant department and the public opinion, can A Property Insurance Company improve its vehicle insurance claim settlement service and reduce the risk in vehicle insurance claim settlement service.At the same time, as one of the most important part in the modern financial service industry, A Property Insurance Company also should improve the customers’ satisfactory towards whole image by paying much attention to its brands and public praises. At the same time, during its publicizing, the company can report its important programs by combining those grand activities held by the company, major projects concerning claim settlement service, different kinds of special service, and the typical case settlements, to push forwards the company’s popularity. Moreover, the company should serve the customers at the core and explore different services, such as VIP service system, claim settlement service on the scene, and rapid-access claiming. By creating an image of honest operation and knight service, A Property Insurance Company can promote its credibility in the pubic.