Research On Customer Complaint Management Of Chongqing L Life Insurance Company

As the ecological environment continues to change and the pace of life accelerates,many people are in a sub-health state and face the risk of illness at any time.By purchasing insurance,such risks can be transferred to a certain extent.However,in reality,some customers have not been able to enjoy the protection brought by insurance,and problems such as sales misleading and claims rejection are emerging.When customers realize that their rights have been infringed,they will choose to file complaints.Especially in recent years,the sharp increase in complaints has brought difficulties to the operation of insurance companies and damaged the reputation of the entire industry.Frequent customer complaints must cause all practitioners to think deeply.Strengthening the management of customer complaints in insurance companies is a realistic problem that must be faced today.Therefore,from the perspective of customer complaint management,analyzing the current situation of customer complaint management at Chongqing L Life Insurance Company,studying the problems and reasons in customer complaint management,and exploring targeted improvement suggestions,is of great significance for further improving the customer complaint management mechanism of Chongqing L Life Insurance Company.The purpose of this article is to take customer complaint management as the starting point,comprehensively search for relevant literature as the basis of theoretical research,and combine with the business situation and customer complaint management status and shortcomings of Chongqing L Life Insurance Company.Using data statistics and typical case analysis methods,based on the crisis management 4R theory,practical operational level customer complaint management optimization suggestions are provided to Chongqing L Life Insurance Company.Firstly,this article uses data statistics to analyze the customer complaint data of Chongqing L Life Insurance Company,and found that customer complaints mainly involve sales,after-sales service,and claims.Then,based on the crisis management 4R theory,typical cases of Chongqing L Life Insurance Company are analyzed respectively from the reduction stage,preparedness stage,response stage,and recovery stage.Based on the crisis management 4R theory,the problems in Chongqing L Life Insurance Company’s customer complaint management are analyzed from four aspects: preventive management,preparedness management,complaint handling,and case management.Finally,targeted suggestions are proposed for the problems existing in customer complaint management,in order to improve the customer complaint management level of the company.