Research On Improving The Quality Of Non Vehicle Insurance Claims Service Of PACX Henan Branch

In recent years,due to the gradual expansion of insurance coverage,the significant increase in new types of insurance,and the surge in the number of non car insurance claims,the problem of a shortage of non car insurance claims personnel has become increasingly apparent.The rapid growth of business has led to increasingly prominent conflicts in non car insurance claims.Due to improper handling,insurance disputes have directly affected the interests of insurance contract parties and insurance companies.Therefore,identifying the characteristics of non car insurance claims work and taking effective measures to improve the quality of insurance claims service is a key issue that insurance companies need to solve in the current situation.This paper uses the service quality evaluation system model to study the service quality of non-vehicle insurance claims settlement of PACX Henan Branch.Through the literature research method,domestic and foreign literature materials are studied,and the factors to improve service quality are obtained.Analyze the current situation and problems of claims settlement through questionnaire survey and qualitative and quantitative research methods,and use SERVQUAL model to study the gap between customer perception and expectation from five dimensions of tangibility,reliability,responsiveness,assurance and empathy,and analyze them one by one.The survey found that there are insufficient claims resources,complex claims process,long response time,complex products and other problems.Use the 5GAP model method to narrow the gap between customer perception and expectations,and propose corresponding improvement measures: upgrade the claim settlement tools and systems;Increase the assessment of claim settlement service;Strengthen the image management of claims settlement;Increase the number of claim settlement personnel;Simplify the claim settlement process,and the innovation point is the credit score of affiliated enterprises,the reduction of proof materials,and the rapid settlement of claims;Improve service response speed;Increase tangible value-added services;Improve the professionalism of claim settlement personnel;Simplify the design of product scheme;Provide personalized care services.With the rapid development of non-vehicle insurance business,the current improvement of the quality of claims settlement service cannot meet the rapid business development needs.This paper studies the service quality evaluation model and puts forward corresponding improvement suggestions for the problem,hoping to make contributions to the improvement of the service quality of non-vehicle insurance claims settlement.