Research For Auto Insurance Claims Service Quality Improvement Of M Property Insurance Company Yunnan Branch

Recently, Auto insurance becomes the important type of insurance industry as the development of domestic auto market and increasing auto owners. It impact on property insurance companies’ income and profit directly. Nowadays, the problems of "Hard claims" and "Homogeneity service " are increasingly prominent as the scale expansion of auto insurance business and the promotion of customers’ right-protection awareness, which will restrict the development of property insurance companies. So these companies should increase service level and improve customers satisfaction from customers perspective. Auto insurance claims is particularly critical for auto insurance business. Its service reflects company’s service quality, it will affect customers satisfaction, which affects customers loyalty and their repeat insurance rate. The auto insurance claims service improvement becomes the focus for these insurance companies.This paper will focus on auto insurance claims service of M Property Insurance Company Yunnan Branch by theory and demonstration. Firstly, we’ll study and discover the customers satisfaction theory system, then introduce this theory and auto insurance claims service system. Secondly, we’ll introduce the present service situation of M Property Insurance Company Yunnan Branch. Thirdly, we’ll estimate the customers satisfaction by using customers satisfaction evaluation system, analyze these factors which cause the low auto insurance claims service satisfaction, and find out some problems of auto insurance claims service. Finally, we’ll give some better suggestions according to these problems such as complicated auto insurance claims procedure, less-well understood of articles, less competitive price, customers loyalty, etc. This paper estimates the M Property Insurance Company Yunnan Branch by customers satisfaction evaluation system for the first time. Its results can evaluate the related measures effect of customers satisfaction improvement. Its opinions and suggestions can make references for service improvement of M Property Insurance Company.