中国平安保险理赔存在的问题及对策分析.docVIP

PAGE PAGE IV 摘 要 改革开放以来，中国的保险行业取得了巨大的成就，中国平安逐步成长为世界500强企业，是一家目前寿险和产险保费收入都排在国内第二的保险集团。超过8000万的平安客户，通过平安统一的品牌，接受保险、银行、投资等全方位并且个性化的金融产品以及服务。 中国保险市场竞争日趋激烈，保险公司间的竞争也从保费竞争、价格竞争、代理人的竞争逐步过渡到客户服务的竞争，而理赔服务又是重中之重。因此，分析理赔服务存在的问题，不断提高保险公司的理赔服务水平，才能不断提升客户满意度，增强平安的竞争优势。如何将服务优势打造成公司的核心竞争力，是平安现阶段亟需解决的问题。 本文从理赔服务的基本概念与程序出发，具体阐述中国平安保险公司理赔服务流程与现状，并从保监会投诉统计情况、公司理赔客户投诉因素分析着手，指出平安保险目前理赔服务工作中存在的问题和不足，通过对其保险理赔流程及问题进行分析，提出一些有针对性的对策建议，真正实现以客户需求和服务体验为中心、以客户满意度提升为目标，不断消除保险公司在保险服务中的缺点，减少客户的抱怨和疑虑。 关键词：保险；理赔服务；保险公估 Abstract Since China implemented the reform and opening-up over thirty years ago, Chinas insurance industry has made great achievements. since 1988, Ping An Insurance(Group) Company of China grow into the worlds top 500 enterprises, life insurance and property and casualty insurance premiums are ranked in the countrys second of insurance, banking, investment banking group. More than 80 million customers have chosen Ping an,to accept insurance, banking, investment and other comprehensive and personalized financial products and services. At this stage,the competition of Chinese mainland insurance market is becoming increasingly fierce,and have gradually transition from the price competition to the customer service competition,More and more companies claims customer service is a top priority. Therefore, foucs on the analysis of service problems ,the insurance company move up service levels in order to improve customer satisfaction and improve the companys core strengths. As for Ping An Insurance,amount of work has to do in order to improve companys core competitiveness . In this paper, begin with the basic concepts and procedures of insurance claims service,starting analyze current situation of China Ping An Insurance Company claims service,according statistics from the China Insurance Regulatory Commission, proceed factor analysis of customer complaints, and pointed out Ping An Insurances claims services problems and deficiencies. Study the weakness of insurance claim