PICC P&C Insurance Yunnan Branch Management Research On Car Insurance Claims Management

According to statistics from the Traffic Management Bureau of the Ministry of Public Security,at present,the number of motor vehicles in our country reaches 280 million and the number of motor vehicle drivers reaches 350 million.The rapid growth of motor vehicle ownership has provided the domestic property insurance companies with the basis for sustained and rapid business growth.In the meantime,the auto insurance business occupies a dominant position in various property insurance companies.As of the end of 2016,the auto insurance business accounted for more than 76% of the total size of property insurance companies.As the largest property insurance company in Yunnan Province,PICC Yunnan Branch had a total premium income of 8.731 billion yuan by the end of December 2016,with a total auto insurance amount of 5.668 billion yuan,ranking first in market share and market share.However,the development of auto insurance business did not bring corresponding corresponding benefits to PICC Yunnan Branch.On the contrary,the auto insurance business was in a loss state for a long time or left for the long term at the edge of loss.The contradiction between service and cost control became more and more prominent.The business scale and profit Contribution more and more mismatch,this serious departure from the normal business and the rapid growth of business losses is the real format of the current company.According to the data of 2016,the comprehensive compensation rate of motor vehicle insurance in the province was 64.74%,up 3.54%over the same period of last year;the comprehensive cost rate was as high as 97.26%,higher than the market average of 5.98%,The lack of channel construction coverage,business disruption and chaos,human resources,financial resources,claims resources,customer resource integration is not in place,the integration of various departments lack of synergy,narrow vision,lack of awareness of cooperation,leading to lack of profitability of the company,the market competitiveness of more weak.This dissertation mainly focuses on the claims line,and further optimizes customer serviceability by optimizing claims policy management,process management,process management,customer relationship management,customer-focused,customer viscosity enhancement,employee identification and sense of responsibility,Take the initiative as a capacity to start,according to Michael Porter's cost leadership,differentiation and focus as the basic theory to control the comprehensive auto insurance cost rate,comprehensively improve claims service timeliness and improve customer satisfaction,while strengthening the application of big data analysis to increase the problem Case verification efforts to effectively prevent moral hazard,control of false claims,derogation and compensation,improve the quality of claims,breaking claims management,a single cost control functions,make claims as a bridge between the company and customers to communicate and exchange,with high quality claims Customer Service Effectively enhance customer experience and effective business development to ensure the company's sustainable and healthy development and sustained profitability.