Research On The Promotion Of Auto Insurance Claims Service Based On Nps Of PA Property&Casualty Insurance Company Shanghai Branch

In recent years,with the booming development of China auto market,car ownership is also increasing.Auto insurance,which has become one of the most important insurances of a property and casualty insurance company,directly relates to the company's premium income and market share.With the continuous expansion of the scale of auto insurance,insurance regulatory authorities enhance the supervision of the market,and the awareness of consumer rights has also been raised.After 2016 nationwide auto insurance reform,auto insurance products tend to be more homogeneous and price tends to be more transparent.Obviously,the competition between insurance companies becomes fiercer.The quality of claims service has become the core factor of an insurance company's market share and development.It's urgent for the company to improve the claims service based on customers' need and net promotion score(NPS).From the perspective of auto insurance business,claims service is particularly important.The insurance company fulfills the contract and provides products and services through claims service.The level of auto insurance claims service is a perfect reflection of the company's service quality,and is related directly to business reputation and customer satisfaction.Auto insurance claims service also determines the customers' loyalty and renewal rate,so it's important for insurance companies to give priority to auto insurance claims service.The paper focuses on PA Property&Casualty Insurance Company Shanghai branch auto insurance claims service.Firstly,the author explores NPS theory system,uses NPS evaluation system to evaluate and analyze the company's current auto insurance claims service.Secondly,the author uses Six Sigma fish bone map(people,machine,material,law,ring),Pareto principle and other management methods to conduct in-depth analysis of the problem,and finally puts forward a set of improvement measures to enhance the overall service level,as to ensure that Shanghai branch continues to expand the leading edge in the fierce market comppetition of auto insurance market.