华安财产保险股份有限公司车辆理赔流程优化研究

发布时间：2018-01-25 07:14

本文关键词： 车险理赔流程优化 WBS　出处：《吉林大学》2013年硕士论文　论文类型：学位论文

【摘要】：近年来，随着居民收入水平的不断提高，车辆的销售量也日趋增长，同时随着保险意识的不断普及，使得车辆保险的投保率以及相应的保险公司的车险保费收入显著提高。汽车保险是近代发展起来的险种,它晚于水险、火险、盗窃险以及综合险。保险公司承担机动车保险的具体操作就是依据火险、水险、盗窃险等常见险种的实践经验而来的。但是，车险业务的发展却异常迅速,如今已经成为财产保险业中的主要业务险种。对各大保险公司，尤其是财险公司而言，车险业务早已成为其经营成败的关键。车险业务主要可以分为承保及理赔两大部分，由于承保环节直接关系着保险公司的保费收入以及员工自身的绩效收入，因而对于承保环节的服务大部分保户是满意的。然而，对于理赔环节，由于制度、监管等的缺失，往往造成保户的极大不满。就保险公司自身而言，理赔环节出现的种种问题，也导致了较高的保户流失率以及较高的赔付风险，从而间接降低了营业收入。目前，理赔环节出现的问题已经成为制约保险公司车险业务发展的重要因素，引起了业界以及学界的广泛关注。本文着眼于华安保险股份有限公司的车险理赔业务，运用理论分析和实证分析相结合的方法。首先介绍了机动车辆保险业务以及当前车险理赔业务的相关理论；其次，分析华安公司车险理赔流程目前存在的诸多问题，例如流程周期长、流程设计单一、审批环节过多、缺乏风险控制等，并在此基础上分析了形成上述问题的成因；接下来介绍相关项目管理理论，，包括WBS工作流分解方法以及其他核心流程相关理论，分析并提炼出华安公司车险理赔业务的核心流程。最后，进行车险理赔业务流程的优化，明确了车险理赔流程优化原则、步骤，并从客户、内部业务流程以及企业学习与成长角度进行了效果分析，希望能提高华安公司车险理赔效率、提升客户对车险理赔的满意程度，同时控制华安公司车险经营风险，降低车险赔付率。希望本文的研究能够促进各大保险公司的车险理赔环节向更能够适应市场经济发展的状态转变，从而对保险业管理有所贡献。
[Abstract]:In recent years, with the increasing levels of income, vehicle sales is growing, along with the increasing popularity of insurance awareness, so that the vehicle insurance rate and the corresponding insurance company auto insurance premium income increased significantly. The development of modern automobile insurance is the insurance, it is later than the marine, fire, theft and motor vehicle insurance insurance. Insurance companies bear the specific operation is the basis of fire insurance, marine insurance, theft and other common types of practical experience and come. However, the development of the auto insurance business is unusually rapid, has now become the property insurance industry in the main business of insurance. The major insurance companies, especially property insurance companies, insurance business has become the key to the success of their business. The insurance business can be divided into two parts as underwriting and claims, underwriting premium income is directly related to the insurance company Their performance and employee income, so the underwriting service guarantees is most satisfactory. However, for the part of the claim, due to lack of supervision system, etc., often caused great dissatisfaction with the insured. The insurance company itself, many problems appear claims, also led to the loss of the insured rate higher and higher payment risk, and thus indirectly reduce the revenue. At present, the problems of compensation has become an important factor restricting the development of the insurance business of insurance company, has aroused widespread concern in the industry and academia.
This paper focuses on the Huaan insurance auto insurance claims business Limited by Share Ltd, using the method of combining theoretical analysis and empirical analysis. Firstly introduces the motor vehicle insurance business and related theory of the current auto insurance claims business; secondly, analysis the existing problems at present, Huaan auto insurance claims process, such as long process cycle, single process design, examination and approval procedures many, lack of risk control, and based on the analysis of causes of these problems; then introduce related theories of project management, including WBS workflow decomposition methods and other core processes theory, analysis and extract the core process of Huaan auto insurance claims business. Finally, the auto insurance claims business process optimization, clear principles auto insurance claims process, optimization steps, and from the customer, internal business processes and learning and growth perspective. The effect analysis is carried out, hoping to improve the efficiency of vehicle insurance claims in Huaan company, improve customer satisfaction with vehicle insurance claims, and control the risk of vehicle insurance operation in Huaan company, and reduce the rate of vehicle insurance compensation.
It is hoped that the research in this paper can promote the links of auto insurance claims for major insurance companies to adapt to the development of market economy, and contribute to the management of insurance industry.

【学位授予单位】：吉林大学
【学位级别】：硕士
【学位授予年份】：2013
【分类号】：F842.4

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