Research On The Improvement Of Operation And Management Mode Of Postal Insurance Insurance Service

Security service is an important part of life insurance companies’ customer services. After the insurance is accepted, security service is the part in which the insurance company will get in contact with customers the most. It belongs to a series of after-sale services that the life insurance company will offer its customers according to the insurance contract; it’s a series of long-term services that the insurance company offers its customers, according to the agreement and customers’ requirement in the contract, so that their insurance contract can stay valid. Under the background of today’s new policies of regulation and the environment of banks’ insurance products’ homogeneous competition, how to meet customers’ service requirements in a more effective way has become an important factor of insurance companies’ core competence. Since2009, when China Post Insurance Company was established, it has brought about the rapid development of business with its unique management mode which cannot be copied. However, when confronted with customers’ increasingly mature requirement for insurance service, the available services of China Post Insurance have restricted the sustainable development of its business to a certain extent. How to transform and upgrade the security service, how to create an operation and management mode of security service that is fit for the company’s characteristics, and how to enhance customers’ sense of satisfaction, have become the key for China Post Insurance Company to win customers and benefits.On the basis of summing up the relative theories and practices of the insurance industry’s security services, and comparing and analyzing the modes of China’s life insurance industry’s security service, this thesis did a research on the security service mode of China Post Insurance, making an in-depth exploration on the problems existed in the available security mode, the causes of these problems, and measures to control, and compared it with the security modes of other Chinese insurance companies. Generally, the causes of the security service’s operation and management mode of China Post Insurance Company mainly include the requirements of supervision reform, the market competition of banks and insurance industry, the "self-support&mandatory administration" mode which has a too-long managing route, the insufficient professional ability of security service staff of provincial and under the provincial branches, the lack of personnel training, and large mobility, etc. Therefore, with a detailed estimation of the expiration&payment and the pressure of cancellation of insurance which China Post Insurance Company will soon be confronted in2014and2015, this thesis systematically puts forward the corresponding improvement plan and specific measures, from the aspects of improvement direction and principle, service area, organization advancement, course of service, control optimization, and the implementation strategy of the new service mode, etc.