中邮保险保全服务运营管理模式改进研究

发布时间：2018-04-25 03:10

本文选题：保险公司 + 保全服务　；参考：《浙江工业大学》2014年硕士论文

【摘要】：保全是寿险公司客户服务中一个重要的环节。保全服务作为涵盖承保之后与客户接触最多的服务环节,属于寿险公司对客户持有的保险合同进行一系列售后服务范畴,是保险公司为了维系客户手中持有的保险合同持续有效,根据保险合同条款上约定及客户相关要求而提供一系列长期服务。在当今监管新政的背景和银行保险产品同质化竞争的大环境下,如何更有效的满足客户服务需求已经成为保险公司核心竞争力的重要因素。中邮保险自2009年开办以来,凭借经营模式的独特和不可复制性,带来了业务高速发展,但面对客户越来越成熟的保险服务需求,同时公司现有的服务模式在一定程度上制约了业务的可持续发展。如何做好保全服务转型升级,打造适合公司特色的保全服务运营管理模式,提高客户的满意度,成为中邮保险赢得客户、赢取效益的关键。在对保险业保全服务相关理论与实践进行总结,并对国内寿险行业保全服务模式进行比较分析的基础上,本文针对中邮保险保全服务模式展开研究,重点对其现行保全模式中存在的问题、产生的原因以及管控措施进行了深入探讨,并与国内同业公司保全模式进行了比较研究。总体来看,中邮保险保全服务运营管理模式问题产生的原因主要包括监管改革要求、银行保险行业市场竞争、“自营+代管”模式管理路径过长、省级以下分支机构保全服务人员专业能力不足、人员培训不到位、流动性大等。为此,文中结合对中邮保险即将面临的2014与2015年满期给付及退保压力的详细测算,从改进方向和原则、服务范围与组织优化、服务过程与控制优化、新服务模式实施策略等方面,系统地提出了相应的改进方案及具体措施。
[Abstract]:Preservation is an important link in the customer service of life insurance company. As the service link that covers the most contact with customers after underwriting, the preservation service belongs to a series of after-sales service categories of insurance contracts held by life insurance companies. The insurance company provides a series of long-term services according to the terms of the insurance contract and the customer's related requirements in order to maintain the continuous validity of the insurance contract held by the customer. Under the background of the new policy of supervision and the homogeneous competition of the bancassurance products, how to meet the customer service demand more effectively has become an important factor in the core competitiveness of insurance companies. Since its inception in 2009, China Post Insurance has brought the rapid development of its business by virtue of its unique and non-replicable business model, but in the face of more and more mature customers' demand for insurance services, At the same time, the company's existing service model to a certain extent restricts the sustainable development of business. How to do a good job in the transformation and upgrading of preservation services, to create a suitable management mode of preservation services, improve customer satisfaction, become the key to win customers and win benefits. On the basis of summarizing the relevant theory and practice of insurance preservation service, and comparing and analyzing the domestic life insurance industry preservation service mode, this paper studies the Chinese postal insurance preservation service model. The problems, the causes and the control measures in the current preservation mode are discussed in detail, and a comparative study is carried out with the domestic companies. In general, the main reasons for the problems in the operation and management mode of China Post Insurance Preservation Service include the requirements of regulatory reform, the market competition in the bancassurance industry, and the excessive management path of the "self-managed" mode. Provincial branches below the professional capacity of preservation service personnel, personnel training is not in place, mobility, and so on. Therefore, combining with the detailed calculation of the pressure of payment and refund of the 2014 and 2015 expiry period of China Post Insurance, the paper analyzes the direction and principle of improvement, the optimization of service scope and organization, the optimization of service process and control. The corresponding improvement scheme and concrete measures are put forward systematically in the implementation strategy of the new service mode.
【学位授予单位】：浙江工业大学
【学位级别】：硕士
【学位授予年份】：2014
【分类号】：F842.62

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