保险公司售后服务存在的问题-006.doc

郑州交通职业学院 毕 业 论 文 论文题目：保险公司售后服务存在的问题 所属系别： 经济管理系 专业班级： 10级投资1班 姓 名： 马 琳 学 号： 201008050700122 指导老师： 肖 晓 撰写日期 2013 年 4 月  摘要 保险服务是保险产品的重要内容，是保险产品不可或缺的一部分，从营销的角度分析，提供保险其实就是提供服务。保险服务包括售前服务、售中服务、售后服务。我国保险服务与国际水平相比还有一定的差距，特别是售后服务这个环节存在着很多不足，甚至是空白。在保险公司的经营过程中，由签单后发生的一些情况所引起的保险纠纷是大量存在的，从这一点来看，保险售后服务水平的提高是十分必要的。售后服务是在保险商品销售后，保险公司为客户所提供的一系列服务。主要有以下几个方面内容：协助客户降低风险的服务、保险理赔服务和处理投诉问题。售后服务的目的在于:提高客户信心,避免保单失效，发展顾客源,改善保险企业形象。良好的售后服务，有利于刺激保户再加保，增加保源，提高续保率。  Abstract Insurance service is an important content of insurance products, insurance products is an indispensable part of, from the view of marketing analysis, provide the insurance is to provide insurance services, including pre-sale service sale service after-sale service insurance in our country, there is still a gap compared with international level, especially in after-sales service at this stage there are many shortage, even is blank in insurance company business process, caused by some happens to sign the bill after the insurance disputes are abundant, from this point, raising the level of insurance service is very necessary after-sales service is after the insurance merchandise sales, a range of services provided by the insurance company for the customer has the following several aspects: help customers service to reduce risk and insurance claims services and deal with complaints of after-sales service After-sales service aims to: improve customer confidence, avoid guarantee slip invalidation, development of customer source, improve the insurance enterprise image, good after-sales service, is conducive to stimulating the insured plus insurance, increase the source, increase renewal rate Key words: insurance, the company and after-sales service, problems and Suggestions 目 录 1 引言 1 2 保险售后服务 1 3 当前保险售后服务存在的问题 2 3.1售后跟踪服务不到位 2 3.2内勤人员态度冷漠，营销人员缺乏责任感 2 3.3考核指标体系不全面，内控约束力不强 2 3.4从业人员整体素质、诚信服务意识有待进一步提高 3