Research On The Improvement Of Vehicle Insurance Claims Service Based On Case Classification Management

Most property insurance companies in China adopt the management mode focusing on sales rather than service.Meanwhile,this management mode is relatively backward.In this field,there is no standard of the service of vehicle insurance claims,most of which rely on experience.Consequently,though it takes much time to settle cases,the complaint rate is high.After the marketization of vehicle insurance premium rate,vehicle insurance clauses and pure premiums are unified making the service of vehicle insurance claims more important.However,most property insurance companies in China lack effective measures on how to improve the quality of vehicle insurance claims service.Therefore,on the principle of Convergence method and Coefficient of variation method,a quantifiable case classification model was constructed and cases were classified by clustering analysis algorithm in this paper,then steps that need to be improved will be found out with the help of the standardized mode.Moreover,instead of experience management,this paper presents scientific management which standardize each step of the claims service,in order to eliminate the variability of claims service and increase the service efficiency.Finally,fit claim process in with claim resources and accelerate claims process.According to the researching on the state of vehicle insurance claims service of the property insurance company,this paper analyzes the existing problems and their causes,and it finds too many departments of the property insurance company involved in claims settlement,which brings complex claims process and overwork to employee.Only if property insurance companies optimize the current vehicle insurance claims service process and increase efficiency,can they improve the quality of claims service and make customers satisfied.Based on the classification,cases are classified by cluster analysis,and the standardization degree of every step of the vehicle claims will be measured with the coefficient of variation.This paper puts the idea of standardization into practice in vehicle insurance claims,so that vehicle insurance claims service will be improved and optimized continually.I hope the research in this paper which indicates that small variation and high level of standardization in claims will lead to operational efficiency will play a certain role in improving the quality of claims service for property insurance companies in China.