Study On Car Insurance Claims Process Optimization Based On PDCA

Insurance claims, after the accident, the customer first reported to insurance companies insured for car insurance, receives the customer to call, the insurance company sent claims specialist on the field survey and make corresponding records, then claims made out, finally after pay reparations after checking other divisions of the company, this is the general practice in the present domestic car insurance claims.Customer needs to provide a lot of information throughout the whole process, the corresponding formalities and business process, is extremely complex, in the design is scientific and logical ways to directly affect customer service experience. Claims which occur during the process of these problems restrict the development of the insurance company car insurance business, many insurance companies have realized to company's business and service levels improve optimize insurance claims process has been in front must face and solve the problem.In view of this, this article based on the predecessors to XX insurance company branch in hubei province as an example, the PDCA theory applied to car insurance claims process optimization study, combined with questionnaire investigation, interview and so on ways to collect, summarize and sum up the problems existing in the current car insurance claims process, and using factor analysis method analysis of car insurance claims process key problems, analyze causes, measures to plan, according to the action plan implementation, and inspection on measures effect evaluation, finally, to sum up the experiences of success or failure. Applying results show that the theory of PDCA cycle to XX insurance company car insurance claims after the process optimization of hubei branch, shorten the XX insurance company car insurance claims cycle of hubei province branch, it can improve the settling efficiency improved customer service experience.The article innovation in the PDCA cycle theory applied to car insurance claims process optimization study, and combining the factor analysis method, questionnaire survey, field interviews and other collect, summarize and sum up the problems existing in the current car insurance claims process, this paper proposes a combination of theory with practice, qualitative and quantitative analysis of car insurance claims process optimization scheme, to ensure that the car insurance claims process optimization process is scientific, improving the quality of the car insurance claims service, and provide reference for car insurance claims process optimization management for major insurance company car insurance operation and management to provide some fresh ideas, so as to promote the major insurance company car insurance business into a more healthy and steady development.