Research On The Optimization Of Car Insurance Claim Management Of ZY Insurance Hunan Branch

With the continuous improvement of the living standards and the gradually increased car ownership,the automobile insurance business has grown dramatically.Automobile insurance has played a pivotal role in the business of various property insurance companies,which is directly related to the premium income and market share in the property insurance companies.Thus,the management of automobile insurance can directly affect the business and long-term development of various companies.In recent years,the competition in the automobile insurance market has increasingly intensified following the continuous reform of the automobile insurance fee system.Affected by the higher control rate of the automobile insurance,automobile insurance products tend to be more homogeneous while the customers' demands are becoming more diverse.The competition in the automobile insurance of various property insurance companies has shifted from price competition to brand and service competition.Therefore,as the source and the final value of insurance,the automobile insurance claims are directly related to the maintenance of customer loyalty and renewal rate.However,due to the practice of “emphasis on underwriting instead of claims,focus on business instead of service” in previous phases,the contradiction between the continuous development of automobile insurance business and the current service capability of automobile insurance claims has been increasingly prominent.Besides,problems exposed in various aspects of claims have increased the operation cost of the insurance companies and brought moral hazards in some way,which in turn has become an important factor restricting the development of automobile insurance business.Therefore,based on the background of the large-scale reform of the automobile insurance fee system,this paper is to study the optimization and the improvement of the existing problems in automobile insurance claims management.On the basis of literature review at home and abroad,this paper combines theory with practice to analyze relevant data and refer to a large number of literature.First,this paper briefly describes the research background and relevant theoretical basis.Second,this paper has taken the automobile insurance claims management of ZY Insurance Hunan Branch as a case for study.By analyzing the current situation of the claims management of ZY Insurance Hunan Branch and comparing the data and indicators involved in the claims management,problems including long claims period,high reliance on the public assessment of service deficiency,and weak ability on risk control,are found.Third,by analyzing and diagnosing the existing problems and the causes in the claims service,it is concluded that the main causes of the problems are defects in the organization structure management,lack of human resources allocation,low authority of the organization,and too many approval processes.Finally,according to above analysis results and the existing problem in the claims of ZY Hunan Branch,six optimization suggestions and improvement measures including the adjustment and optimization of organization structure management,the application of ECRSI analysis for process optimization,the improvement of the customer relationship management,the construction of professional teams,strengthening the management of human injury cases,and the improvement of the management and control of the car insurance indemnity risks,have been proposed to further improve the quality of automobile insurance claims management.Through the research on the automobile insurance claim management of ZY Insurance Hunan Branch,it is hoped that we can strengthen and improve the insurance claims quality of the company,promote customer satisfaction,reduce the overall cost of automobile insurance,and constantly improve the company's market competitiveness.On the other hand,it also hopes to provide certain reference for other small and medium-sized property insurance companies,improve the management of vehicle insurance claims service after the reform of automobile insurance fee system,and promote the steady development of automobile insurance.