The Research Of Medium And Small Property Insurance Company Auto Insurance Claims Customer Service Efficiency Upgrade Path

For ages,the auto insurance has been the largest market share of property insurance. The vast majority of medium and small property insurance companies’ auto insurance premium income accounted for more than 70%. At the same time, for historical reasons, In the foreseeable considerable period of time, this situation will continue. Auto insurance products in the market’s performance has an important impact on its overall business performance. And auto insurance’s "service nature" determines the "auto insurance claims customer service user service experience" is a fundamental factor in its market performance impact.However, in the actual insurance operations, with the advantage of its large corporate brand and channel resources, large insurance companies have a great deal "premium" channels and User Resources. It makes auto insurance underwriting business operating profit mainly in a few large companies, making small property insurance companies continue to squeeze the living space, auto insurance business based on such aspects of customer satisfaction and loyalty is difficult to establish. In this regard, the internal manifestations, is the auto insurance claims service employees need to improve the working environment. resulting in its power to stimulate endogenous services inadequate; the external manifestations, is the auto insurance claims service experience needs to be improved," auto insurance claims service efficiency "need to be excavated.Under these new competitive environment of the industry, medium and small property insurance companies continue to rely on "cost driven, expansion type" traditional growth model to obtain stable development of insurance business may be more difficult. Faced with market changes and opportunities brought about by the crisis, medium and small property insurance company needs to reform itself, pay full attention to internal and external users on the basis of experience. Establish a truly user-centric insurance business development model, get the survival and development.In this paper, under the above background, combined with "Service Profit Chain theory" and "user experience management theory", In full consideration of industry reality premise, carried out some exploration and research on how to improve the medium and small property insurance companies "auto insurance claims customer service efficiency. It has certain practical significance.The paper by four chapters devoted to these questions was carried out layer by layer depth.The first chapter is the introduction of the significance of the research background, previous research results, the theoretical basis of thesis research ideas and architecture, the definition of related concepts are introduced. Based on the current situation of the industry to sort out, leads to the issue to be studied.The second chapter, in-depth analysis of small property insurance companies are facing competitive environment, meanwhile, on the property of a medium and small insurance company for actual research data for research background provides a realistic case.The third chapter is the core part of this article, on the basis of the analysis of the combination of the previous chapter, Comprehensive reference "service profit chain theory" and "user experience management theory" theory, "Establishment of service resources and support mechanisms to enhance the service experience to carry out the work, improve service reputation realizable means" and other mutual support from three levels starting from the "clear service strategy, and create a culture of service, the establishment of resource protection, insight into the needs of users, designed to carry out services continuously monitor iteration, word of mouth guide realizable "and other aspects of convergence around seven to proceed, on how to improve the medium and small property insurance companies" auto insurance claims customer service efficiency, "given the specific route suggestions.The fourth chapter is a summary of research and subsequent studies suggested that this chapter of the research results are summarized, the thesis studies are still insufficient places were summarized, and suggestions subsequent research.Compared with previous studies, this paper may have the following innovations:early research on medium and small property insurance company auto insurance claims service quality problems are more concentrated on the promotion of specific claims issues to explore solutions. And this paper systematically on medium and small property insurance companies to enhance the "auto insurance claims customer service efficiency,"a detailed exploration may have a certain degree of innovation.Meanwhile, in this study, under the guidance of the Service Profit Chain theory, but also paid special attention to research management service for internal claims service employees, which is to improve the study of the early auto insurance claims customer service, relatively few involve a research perspective, may It has a certain innovation.