Research On The Satisfaction Of Auto Insurance Claims Process In China Life Insurance Guangdong Branch

Since the reform and opening up,people's quality of life has improved with the improvement of the national economic level,material life has been enriched,and then more attention has been focused on the protection of personal private property.For the property insurance industry,it Correspondingly,the development has been faster,especially the high proportion of vehicle insurance has developed rapidly.However,due to the rapid development of the domestic auto insurance industry,the development of the insurance market is not very mature,and the key link affecting the mutual competition of insurance companies-claims,has not received extensive attention,and whether the claims service is in place,it directly affects the insurance company customers.Satisfaction and customer volume,how to improve the insurance company's claims process services and continue to improve customer satisfaction has become a top priority.This paper takes China Life Insurance's Guangdong Branch as an example.Firstly,the related theories are summarized,and several customer satisfaction models are compared for reference and selection.Based on this,and combined with the characteristics of insurance industry and the characteristics of China Life Insurance's Guangdong branch,the model is selected and Six factors which influnce the customers satisfaction are put forward: customer expectations,customer satisfaction,value perception,quality perception,customer complaints,customer loyalty;then subdivided indicators under this factor,supplemented by four indicators,through the internal communication analysis and the company Questionnaire content.On this basis,a sample survey was conducted on the company's out-of-risk customers in the form of a questionnaire survey,and valid data was obtained,and SPSS statistical software was used for data aggregation and data analysis.Finally,it puts forward countermeasures and suggestions on the related claims problems arising from the China Life Insurance Guangdong Branch.