中国平安人寿理赔服务满意度提升方案

发布时间：2018-05-27 01:38

本文选题：保险 + 理赔服务　；参考：《兰州大学》2014年硕士论文

【摘要】：中国平安是中国第一家股份制保险公司,成立于1988年,总部位于深圳.截至目前,平安人寿共有47家分公司,约有5500万名个人客户和95万名公司客户,个人寿险业务代理人已达50余万,是国内第二大寿险公司。平安人寿建立以来一直秉承客户至上、服务至上的服务理念,不断创新服务模式、提升服务水平,受到客户的信赖社会的认可。现阶段的中国大陆保险市场,竞争日趋激烈,人寿保险公司间的竞争也从保费竞争、价格竞争、代理人的竞争逐步过渡到客户服务的竞争。寿险产品不同于其他商品,它是一种无形的产品,投保人与保险人(即人寿保险公司)订立的是一纸在未来不确定时间内兑现承诺的合同,在合同存续期间,寿险公司惟有通过长期稳定的优质服务,才能赢得客户的信赖,获得客户的长期认可与留存。因此,如何不断强化寿险公司的客户服务水平,不断提升客户满意度,让简单、便捷、友善、安心服务成为公司的核心优势,让服务优势成为公司竞争的核心,是平安人寿需要解决的问题。本文从客户服务的基本概念、服务的无形性、不可分离性、可变性及易逝性四大特征,以及客户期望与满意度的相关概念出发,指出服务和客户满意度对现代企业和企业竞争的重要意义,并从平安人寿目前在各类与客户接触过程中,包括对监管机关理赔满意度调查、第三方金融调查公司满意度调研、公司理赔客户投诉因素分析着手,指出平安人寿目前理赔服务工作中存在的问题和不足,重点针对理赔服务中反映出的针对理赔结论、理赔时效、理赔手续、差异化服务中的问题进行分析,针对平安人寿的理赔服务现状建议在整体客户层面,推动产品创新、进行理赔基础服务全流程的检视和优化、运用新科技提升理赔服务模式、针对差异化需求推动理赔附加值服务等四个维度进行满意度方案设计。真正实现以客户需求和服务体验为中心、以客户满意度提升为目标,不断消除保险公司在保险服务中的缺点和不做,减少客户的抱怨和疑虑。并通过涉及一整套的评价方案进行客户满意度的调查以及对理赔服务满意度追踪和监督。
[Abstract]:Ping an is China's first joint-stock insurance company, founded in 1988, headquartered in Shenzhen. Up to now, Ping an Life Insurance has 47 branches, about 55 million individual customers and 950000 company clients, and the personal life insurance agent has reached more than half a million, making it the second largest life insurance company in China. Ping an Life has been adhering to the service concept of customer first and service supreme since its establishment, constantly innovating service mode, improving service level and being recognized by customers' trust society. At present, the competition in the insurance market in mainland China is becoming more and more fierce, and the competition among life insurance companies is gradually transitioning from the premium competition, the price competition and the agent competition to the competition of customer service. Life insurance products are different from other commodities. They are intangible products. The insured and the insurer (that is, the life insurance company) enter into a contract to fulfill the promise within an uncertain time in the future, and during the duration of the contract, The life insurance company only through the long-term stable quality service, can win the customer's trust, obtains the customer long-term approval and the retention. Therefore, how to continuously strengthen the level of customer service of life insurance companies, constantly improve customer satisfaction, so that simple, convenient, friendly and secure service become the core advantages of the company, let service advantages become the core of the company competition, It is the problem that Ping an Life needs to solve. This paper starts from the basic concept of customer service, the invisibility, inseparability, variability and perishable of customer service, as well as the related concepts of customer expectation and satisfaction. This paper points out the importance of service and customer satisfaction to the competition between modern enterprises and enterprises, and from the aspects of Ping an Life's current contact with customers, including the investigation of claims satisfaction of the regulatory authorities and the investigation of the satisfaction of third-party financial investigation companies, By analyzing the factors of customer complaints, the company points out the problems and deficiencies existing in Ping an Life's current claim settlement service, focusing on the conclusion of settlement, the limitation of claims, and the procedures for settling claims, as reflected in the settlement service. The problems in differential service are analyzed. According to the current situation of Ping an Life's claim service, it is suggested to promote product innovation at the overall customer level, to examine and optimize the whole process of settlement basic service, and to use new technology to promote the mode of claim settlement service. According to the demand of differentiation, four dimensions of value added service for claims are designed. The real realization of customer demand and service experience as the center, to improve customer satisfaction as the goal, constantly eliminate the shortcomings of insurance companies in the insurance services and do not do, reduce customer complaints and doubts. And through a set of evaluation programs to investigate customer satisfaction and to track and monitor claims service satisfaction.
【学位授予单位】：兰州大学
【学位级别】：硕士
【学位授予年份】：2014
【分类号】：F842.3;F274

【共引文献】