Research On The Quality Improvement Of Auto Insurance Claims Service In China

In recent years,China’s economy has turned from rapid growth to high-quality development,people’s living and consumption levels have improved significantly,car ownership has continued to rise,traffic congestion and traffic accident risks are increasing,and car owners transfer the risks to insurance companies by buying insurance,thus promoting the development of the automobile insurance industry.The number of insurance companies operating auto insurance business also increased from only one People’s Insurance Company of China in the early years of the founding of the People’s Insurance Company of China to 64 in 2021.After a period of development,China’s auto insurance industry ushered in the comprehensive reform of auto insurance in September 2020.Changes have taken place in all aspects of auto insurance,such as the homogeneity of auto insurance types,the transparency of auto insurance prices,and the marketization of auto insurance resource allocation.At the same time,customers have increasingly higher requirements for the quality of auto insurance claim service,and related problems of auto insurance claim settlement have emerged.Therefore,it is of great guiding significance for the healthy development of auto insurance industry to study the evaluation and improvement of the service quality of auto insurance claims.In order to understand the current situation and influencing factors of Chinese auto insurance claim service quality,this study carried out research from four parts: internal and external control of auto insurance claim service quality,establishment and demonstration of auto insurance claim service quality evaluation system from the perspective of customers,analysis of the relationship between factors affecting auto insurance claim service quality and suggestions on improving auto insurance claim service quality.First of all,from the perspective of the government,the industry and the company,the control index of auto insurance claim quality is expounded,and the annual evaluation results of a provincial insurance industry association in 2022 and the employee assessment results of an insurance company are analyzed as examples.Secondly,from the perspective of customers,based on SERVPERF scale and internal and external control indicators of auto insurance claim service quality,combined with expert advice and questionnaire pre-test,32 indicators of seven dimensions were screened to build an auto insurance claim service quality evaluation system.In addition,the top ten insurance companies’ risk customers in 2021 auto insurance market share were taken as the research object.543 valid sample data were obtained through the survey.After the reliability and validity test of the questionnaire was passed,three companies with a large number of samples were selected to conduct an empirical study on the service quality of auto insurance claims.Then,in order to further understand the influence relationship between various measurement variables of service quality,structural equation model was used to explore and study.After passing the reliability and validity test of the measurement model and the structural model test,it was found that tangibility,reliability,responsiveness,assurance and empathy constituted the second-order potential variables that perceived service quality could positively affect loyalty.At the same time,timeliness also has a positive impact on loyalty.Timeliness plays a partial intermediary role between perceived service quality and loyalty.Moreover,the differences in the scores of auto insurance claim service quality among customer groups of different ages,genders,marital status and family car types were studied.It was found that the scores of female customers in other dimensions were significantly lower than that of male customers,except that there was no significant difference in timeliness,while the scores of new energy vehicle users were significantly lower than those of traditional fuel vehicle users only in terms of assurance.Therefore,auto insurance enterprises should pay special attention to female customers and new energy vehicle customers in the process of claim settlement.Finally,according to the research results,a series of suggestions are put forward to improve the service quality of auto insurance claims.