析改善和提高保险服务水平  

作　　者：谭论[1] 蒋玮[1] 

机构地区：[1]中国保险监督管理委员会贵州监管局,贵州贵阳550002

出　　处：《保险研究》2008年第4期56-58,共3页Insurance Studies

摘　　要：现阶段国内保险业整体服务水平不高已成为制约行业稳定、持续、健康、快速发展,以及提升行业竞争力的一个突出问题,主要表现在:销售环节误导问题时有发生;售后服务环节的质量和效率不尽如人意;理赔环节"理赔难"问题比较突出等。为此,保险公司要在提高客户满意度上下功夫,监管机构要通过加强和改善监管,推动行业整体服务水平迈上新台阶,同时,要加大保险知识的普及力度。Unsatisfactory quality of services has become a factor restricting the insurance industry＇s stable, continuous, healthy and rapid development and the enhancement of the whole industry＇s competitiveness. These service problems are frequent occurrence of mis-selling, low quality and efficiency for post-sale services, and ＂difficult＂ claim settlement. Insurers should conscientiously improve customer satisfaction, while the regulator should urge the industry to offer a higher standard of services by strengthening and improving its regulation and publicizing extensively insurance knowledge.

关 键 词：保险服务 行业发展 服务质量 

分 类 号：F840.32[经济管理—保险]