Research On Customer Satisfaction Improvement Of Auto Insurance Claims In C Insurance Company

With the deepening of comprehensive reform of automobile insurance,the development of automobile insurance industry is facing unprecedented severe situation.For insurance companies,customer satisfaction with claim settlement service directly determines customer satisfaction with insurance companies.Providing quality auto insurance claim settlement service for customers and improving customer satisfaction are crucial to the survival and development of auto insurance business of property insurance companies.This paper takes C Insurance Company as the research object,and uses questionnaire survey,case analysis and statistical analysis method to study the customer satisfaction of its auto insurance claims settlement.Firstly,this paper briefly introduces the concept of customer satisfaction and auto insurance claim settlement,customer satisfaction model,analytic hierarchy process and related research on auto insurance claim settlement customer satisfaction.Based on CCSI model and the application of analytic hierarchy process,combined with the actual situation of C company’s auto insurance claim settlement business,this paper constructs C insurance company’s auto insurance claim customer satisfaction evaluation index system.Then,a questionnaire was designed according to the index evaluation system,and a questionnaire was randomly distributed to 1000 auto insurance customers who had settled claims in C insurance company.Through statistics and analysis,it was found that the overall satisfaction of C insurance company’s auto insurance claims was general,and the possible problems in C insurance company’s auto insurance claims and the causes of these problems were further analyzed.Finally,from the three aspects of brand image,perceived quality and perceived value,it puts forward countermeasures to enhance customer satisfaction in auto insurance claims settlement,in order to achieve the purpose of improving customer satisfaction in auto insurance claims settlement of C insurance company.This paper studies the improvement of customer satisfaction in auto insurance claims settlement of C insurance company,clarifies the existing problems in auto insurance claims settlement of C insurance company,analyzes the causes and proposes specific measures to improve customer satisfaction.On the one hand,it can provide effective help for C insurance company to improve customer satisfaction in auto insurance claims settlement,and on the other hand,it can provide certain reference for other insurance companies with similar situations.