XX Life Insurance Company's Life Insurance Claims Service Management Model Optimization Research

With the ever-changing domestic and international market environment,China's insurance market is becoming increasingly competitive.Service innovation has become the key for life insurance companies to win an invincible position in the competition.Claim service means that the insurer performs its responsibilities of compensation,payment or exempt from premium under the contract after the insured's occurrence of an insurance accident,which is a direct manifestation of life insurance functions and the implementation of insurance responsibilities and the service level directly affects the brand image and future development of the insurance company.Therefore,claim service innovation has become an inevitable choice for the survival and development of insurance companies.Based on the theories of life insurance and life insurance claim settlement service,the deepening understanding of the development process of the insurance industry and the research status at home and abroad,this paper adopts the methods of literature analysis,statistical analysis,and theoretical deduction and works a case study on the XX Life Insurance Company,to explore the current problems of the company's claim service and analyzes the reasons,and brings forth a "Fast E Settlement" design for the pain points of the Shaanxi Province branch of the XX Life Insurance Company,to optimizing the claim service process.The design is divided into two parts,one of which is a "WeChat Claim" report process optimization for all personal insurance business,which enables customers to initiate a report on the WeChat App and follow the prompts to upload the required information and pictures to apply for settlement,and saves the customers from the troubles of attendance to the company counters.The other is a whole process optimization of "Claim Straight Payment" for the health insurance claims,which connects the company claim system and the social security system to realize real time transfer of the basic information of the hospitalized customers and their medical data,so that the customers can have Social + Commercial Insurance "One-Stop"settlement upon discharge and customer claim difficulties,long payment period and other problems troubling life insurance industry development can be completely terminated.Finally,this paper also expounds the safeguard measures in the process of the implementation of the "Fast E Settlement" design of the Shaanxi Province branch of the XX Life Insurance Company through the three aspects of system construction,human resource allocation and system guarantee,and carries out the expected effect evaluation.XX Life Shaanxi Branch's "Fast E Settlement" design is a process optimization for the life insurance claim service management the Shaanxi Province branch of the XX Life Insurance Company.The study is hoped to help improve the company's claim service management,lift customer service satisfaction,and enhance the competitiveness in the market.At the same time,it is hoped that the research of this design can be used as a reference for the innovation of other companies in the same industry,so as to contribute to the development of the life insurance industry.