Research On Optimization Of Shandong Branch Of T Life Insurance Company Claims Service Process

Insurance can make up for certain economic losses,settlement of claim is an important link to reflect the insurance value and insurance service.With the increasingly significant trend of population aging in China,coupled with the impact of the epidemic,people’s insurance awareness and acceptance of insurance are constantly improving.At the same time,the insurance industry is developing at a high speed.The national focus on the insurance industry is from encouraging the expansion of the market to regulating the insurance market.The service of the public to the claim is no longer limited to the price and responsibility of the product,but pay more attention to the service and quality of the claim.T Life Insurance Company is an insurance enterprise with larger market scale in our country,which has more systematic products Line.In recent years,the business volume of its Shandong branch has ranked first among all branches and maintained rapid growth.The current claims service has been unable to meet the needs of business development,so it is urgent to optimize the claims service process,shorten the timeliness of claims,improve the quality of claims service,enhance the image of the company,and expand the business market.This study takes the claims service process of T Life Insurance Shandong Branch as the research object.Based on business process improvement theory(BPI)and guided by lean thinking,it conducts a questionnaire survey of internal and external customers,interviews with professionals,reviews relevant authoritative journals and literature materials,and combines the organization and statistics of company data.Analyzing the current situation of T Life Insurance Shandong Branch’s claims service process,And draw a claim service flowchart to gain a deeper understanding of the current status of the claim service process;Using the lean DMAIC method,the key quality factors(CTQ)are first defined as claims timeliness and claims complaints,which are the core elements that reflect customer needs in the claims service process;The second step starts with key quality factors and measures the gap between customer demand goals and the current situation through data statistics;The third step mainly analyzes the reasons for the gap through expert interviews and customer surveys;The fourth step combines the ESEIA method to design targeted optimization plans;Finally,safeguard measures are proposed from the aspects of corporate culture,professional team,product development,technical support,and improvement of the assessment system to promote the smooth implementation of the optimization plan for the claims service process.This study optimizes the claims application,audit and investigation,compensation payment and other service processes of T Life Insurance Shandong Branch,which improves the quality and efficiency of the claims service process,provides guarantee and publicity for business development,and also provides reference for the optimization of other branches and other industry claims service processes.