| In 2014,the State Council put forward guiding opinions on the current development of insurance services,requiring insurance products to take the road of innovative development,to innovate their application of modern technologies such as mobile Internet,big data,cloud computing,network and other innovative insurance services,and to optimize insurance sales channels.As of July 2016,the new commercial car insurance pricing model has been widely implemented in China after a 3-year exploration period.The full implementation of the marketization of car insurance rates has led to a sharp reduction in car insurance rates,an increase in the overall cost of car insurance,a strong impact on operating profits,and intensified competition in products and services,which has forced the company to strive to reduce the overall cost rate,improve its operating capability and innovate its service mode.Firstly,this paper summarizes the relevant concepts and influencing factors of the quality of car insurance claim service,and concludes that the timeliness of claim service,the speed of response to customer demand,the flexibility of service and the professional ethics of claim personnel are the key factors affecting the quality of claim service of insurance companies.This paper summarizes the current situation of using big data technology to service car insurance claims at home and abroad,and introduces the relatively mature UBI system used in some western developed countries and the relatively mature car insurance information service platform and Ant Financial Service car insurance sub-system in China.Then,this paper compares and analyzes the items and indicators involved in various claim settlement services of A Property Insurance Guizhou Branch from 2013 to 2017,including claim settlement rate,payout ratio,settlement cycle to customer complaints,etc.It is concluded that although A Property Insurance Guizhou Branch has made some improvements in payout ratio and settlement cycle since it comprehensively promoted online claim settlement systems such as "E claim settlement",WeChat claim settlement and "quick settlement and easy compensation" in 2016,the complaint situation is not optimistic.The number of complaints has increased significantly since 2017 and still has a high upward trend in 2018.In view of the above situation,this paper starts from the actual situation of claims settlement services currently provided by A Property Insurance Guizhou Branch,and suggests that the company should first strengthen the inter-industry ties and make full use of the national vehicle insurance information platform system,so as to effectively avoid the occurrence of insurance fraud.Secondly,it is necessary to continuously strengthen the relevant training of claim settlement technicians and improve the service skills of claim settlement personnel in all links so as to more effectively improve the quality and efficiency of claim settlement service.Thirdly,the company should further strengthen complaint management,improve the customer complaint handling mechanism,optimize the claim settlement process and reduce customer complaints.Finally,in order to grasp the development opportunities brought by big data for the insurance industry,your company should continuously innovate service methods to provide more convenient digital insurance services for users. |
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