Research On The Optimization Of Auto Insurance Service Basde On The Satisfaction Of User

With the steady improvement of the economic level in China,the quality of life and the level of consumption of the residents are increasing.As a necessary vehicle for travel,the vehicle has gradually entered the public family.The increasing awareness of national security and frequent traffic accidents make people gradually realize the importance of insurance.With the development of the insurance industry in recent years,this has laid a good foundation for the rapid development of vehicle insurance business.Vehicle insurance business has gradually become an important business of property insurance companies,and the proportion of premium income from vehicle insurance has been increasing.In the background of "Internet +",the rapid development of Internet,telephone sales,Internet sales,car sales agent and other sales channels further provides a rapid development platform for the development of the insurance industry.However,the contradiction between the rapid development of auto insurance business and the service ability of auto insurance claims has become increasingly prominent.On the one hand,the problems arising from the various links of the insurance claim are due to the imperfect laws,regulations,and industry standards of the insurance industry.On the other hand,the service of the insurance companies is not in place,the service standards are not consistent,and the customer satisfaction is low,which leads to the loss of the customers,thus reducing the operation of the company benefits.Based on the above backgrounds,this paper takes China ping`an property insurance Limited by Share Ltd Henan branch's auto insurance claim service as an example,uses a combination of case analysis and data statistics and analysis,and draws the valuable experience of the domestic and foreign insurance companies in the vehicle insurance compensation service,and combines with their own practical experience.Let's explain it.First,it introduces the concept of motor vehicle insurance and the content of vehicle insurance service.Secondly,it analyzes the current development status of China's pingan property insurance Limited by Share Ltd and Henan branch,and the existing problems in the claim link,such as complex claims process,disunity of claim process and lack of service and so on,and the reasons are analyzed.Then,the customer satisfaction data obtained by the company return visit were analyzed,and the factors affecting customer satisfaction were identified as "sensitive" factors and "negative" factors.These two kinds of factors mainly exist in two links of survey and loss,especially concerned with the working efficiency,professional skills and service attitude of the relevant practitioners.Finally,it optimizes the existing problems in the claim link of theoretical analysis and empirical analysis,and puts forward specific optimization measures,in order to improve the quality of the company's auto insurance claim business and improve the customer satisfaction.At the same time,I hope this paper will play a certain role in the whole insurance industry and promote the whole industry to adapt to the direction of market economy.