车险理赔流程优化研究——以太平洋保险公司为例  

Research on the Optimization of Auto Insurance Claim Settlement Process——Take the Pacific Insurance Company as an Example

作　　者：郭晓燕 高颖芳 邓艳宁[1] GUO Xiaoyan;GAO Yingfang;DENG Yanning(Ningbo University of Technology,Ningbo 315211,China)

机构地区：[1]宁波工程学院,浙江宁波315211

出　　处：《金华职业技术学院学报》2023年第1期18-23,共6页Journal of Jinhua Polytechnic

基　　金：宁波工程学院崇本基金项目(2021015)。

摘　　要：针对车险理赔流程中存在的问题,采用层次分析法和绩效—重要性(IPA)模型研究其需要优化的业务流程。首先,基于SERVQUAL模型确定5个维度17个指标,构建车险理赔服务满意度评价指标体系;然后,运用层次分析法评价各指标的权重,用绩效—重要性(IPA)模型找出需要优化的业务流程;最后以太平洋保险公司车险理赔业务流程为例进行实证分析,确定了其需要重点改进的指标,提出相应的建议,实现车险理赔业务流程的优化。研究结果表明:车险理赔服务中的理赔服务便捷化程度、理赔线上化的程度、理赔服务的差别化程度和理赔服务网点的数量这四个方面需要优化,建议采取推广线上理赔业务,简化理赔手续;提供差异化服务,增加客户黏度;增加理赔服务网点的数量等措施进行优化。For the optimization of the auto insurance claims process, the analytic hierarchy method and the IPA model are used to study the business processes that need to be optimized. Firstly, based on the SERVQUAL model, 17 indicators in 5 dimensions are determined to construct a satisfaction evaluation index system for auto insurance claims service. Then, the hierarchical analysis method is used to evaluate the weight of each indicator, and the performance-importance(IPA) model is used to find out the business processes that need to be optimized. Finally, the auto insurance claims business process of Pacific Insurance Company is empirically analyzed as an example to determine the indicators that need to be improved, and put forward suggestions on optimizing the auto insurance claims business process. The research results show that the four business processes of the car insurance claim process, namely, the degree of convenience of claim service, the degree of online claims, the degree of differentiation of claims service and the number of claim service outlets, need to be optimized. It is recommended to promote online claims business and simplify the claim procedure, provide differentiated services, increase customer viscosity, and increase the number of claims service outlets so as to optimize the auto insurance claims settlement process.

关 键 词：车险理赔 流程优化 SERVQUAL模型 层次分析法 

分 类 号：F842[经济管理—保险]