Research On The Path And Method Of Improving Customer Satisfaction Of Auto Insurance Claims Service

In recent years, China’s rapid economic development makes constant promotion in the people’s living standard, and under this background, the cars gradually come into the people’s families in our country, and which led to the rapid growth of motor vehicle insurance business. According to statistics, the vehicle insurance premium made an income of 18.715 billion RMB in Shandong Province in 2014, which accounts for 82.42% of all property insurance premium income with the motor vehicle insurance business in Shandong province of 2014. And the vehicle insurance has become a leading business of all the property insurance companies, and the whole company’s lifeblood is closely related to how the vehicle insurance business situation is. As the same time of rapidly expanding business scale, along with the progress of the society and the development of Internet technology, the competition between insurance companies is more and more fierce, and the vehicle insurance business products and varieties launched by each insurance company tend to be homogeneous in functions. Under the background that the products themselves have so little differences with each other, each insurance company’s means of competition has been turned to improve the customer’s feeling of the insurance service aspects from the product itself. So the importance to improve the customer satisfaction, and to highly keep the customer viscous to the company insurance program becomes more and more prominent. In the process, it plays an important role to improve the efficiency of vehicle insurance claims service and customer satisfaction, and to keep the sustained sales of the vehicle insurance products, then the company can sustain a health busienss operation.M property insurance company has a relative larger scale in the current property insurance market comparing to other companies. In recent years, with the vehicle insurance business development, its secondary company of Shandong branch has a rapid growth of premium income, and now it ranks the top two of the local vehicle insurance income among the property insurance companies. However, in the process of business development, there comes the problems that the current business resource allocation in the company’s claims service aspects dose not cooperate with their own vehicle insurance business development scale, and that leads to a series of frequent problems such as, the company’s vehicle insurance claims service couldn’t keep up with the customer’s expectations, claims service scheme cannot be promoted for execution, and the customers can’t get their demand timely and properly solved, and that results in the increase of disputes between the company and customers year by year, which greatly affected the customer’s satisfactioncompany for the vehicle insurance.This paper focusingon this issue, under the instructions of the customer relationship management (CRM) theory and psychology related theory, with the guidances of reference to a large number of relevant research data and actual case, absorbing relevant experience and lesson in claims business activities of insurance counterparts both domestic and abroad, made a comprehensive discussion and analysis of the M property insurance of Shandong branch in the vehicle insurance claims service operation system and working mode and current situation, by exploring the vehicle insurance claims service’s currently running status and some problems in the service process, by deeply analyzing the affecting factors to the customer satisfaction due to the limiting vehicle insurance claims service. On this basis, fully considering the customer psychological needs and the actual situation of vehicle insurance business, this paper puts forward the suggestions and proposals in 7 speacts, like ascension claims personnel service consciousness, changing the way of vehicle insurance claims management, optimization of vehicle insurance claims process, improving and updating the claims equipment and technology platform, creating the professional assessment claims business personnel team, establishing reasonable claims service work index, and exploring the claims service innovation model improvement proposal, ect, which aims to improve and enhance the customer satisfaction of company vehicle insurance, and offer a new path for the company and idea to improve the competitive ability of the vehicle insurance business, and then enhance the company brand influence, enhance the company’s core competitiveness of the insurance business, and promote sustainable and healthy development of the company.