Research On The Process Optimization Of Insurance Claims Of Taibao Henan Branch Based On SERVQUAL Model

With the continuous development of my country's auto industry,the purchase of automobiles has become a daily requirement for residents,and the market demand for auto insurance will increase accordingly.It is increasingly important to strengthen the efficiency management of claims services of auto insurance companies and improve the customer experience.Studies have shown that auto insurance marketing is a commercial activity with technical content,which cannot be simply understood as a kind of marketing,but more needs to play professional attributes and assist scientific management models for in-depth marketing.It is a high-quality service activity.Improving the efficiency of auto insurance claims and enhancing the experience of auto insurance customers is an important goal for insurance companies to optimize the internal claims process.It also includes several detailed small goals such as time goals,process goals,responsibility goals,management goals,and information goals.At present,the insurance companies discussed in the article have some outstanding problems in auto insurance claims,including:(1)long claims chain,lack of tracking,especially lack of active tracking,which requires continuous follow-up by customers;(2)customer service awareness Weakness and lack of customer service concept leads to poor customer experience in the process of claims settlement;(3)Too many claims documents and complicated procedures make it more difficult for customers to settle claims.Based on the concepts contained in the SERVQUAL model,this paper takes reliability,guarantee,sensitivity,empathy and tangibility as basic requirements,and proposes basic measures and methods to optimize the optimization of the insurance company's internal claims process.Based on the basic data of the CPIC Henan branch market,an in-depth analysis using the SERVQUAL model combined with the data of the questionnaire survey leads to such a basic conclusion: CPIC Henan Insurance Co.,Ltd.has a high customer satisfaction evaluation index system for car insurance claims services The validity,the existing service model to a certain extent meets the internal needs of the majority of auto insurance customers,is a service model with market value.At the same time,there are some problems in process management,which make the service efficiency insufficient to meet the needs of customer diversity,and the customer experience is relatively insufficient.Based on this,this paper proposes corresponding governance measures from the perspectives of improving the claims service capability,optimizing the claims management model,claim risk management,and making full use of the estimated resources to effectively improve the efficiency of the company's auto insurance claims service.At the same time,a brief analysis of the shortcomings of the relevant acting skills and future prospects.