2015 insurance claims work summary

Insurance claims work summary

The insurance claim is very cumbersome and belongs to the last step in the claims process. It requires patience and careful work. Looking back on what I have done in this area in the past year, I have to lose everything, and I have to be sure of it and need to be improved. Specifically, there are the following points:

First of all, their own business quality and skills have been improved. This year, I encountered changes in the old and new insurance types in the insurance claims work, and the change claims method has also changed. In order to make adjustments better, more convenient and more efficient, I have continuously studied the insurance liability and operation procedures and rules and regulations of various insurance types in order to better apply to work. After continuous study and practice, I have made certain progress in my work, and the efficiency of the adjustment has been greatly improved. In the work, learning the strengths of others' work, so that their ability has been greatly improved.

Secondly, through the cooperation with colleagues, we have made great contributions to the settlement of the claims case. The entire process of closing a claim case is from the customer's report, the customer submits the claim materials, enters the new system after the damage, transfers to the nuclear price post, completes the adjustment, and approves the signature, before the financial department transfers the remittance. As of December, more than 2,000 confirmed claims have been settled. In addition, through the efforts of all the claims department at the end of the year, the success rate of the closed cases has been raised from 70% to more than 85%, and the task of issuing the settlement rate of the branch of the head office has been completed.

Once again, in the work, I deeply understand the promotion of dedication, self-discipline, and self-discipline and other professional ethics. In this year, when the number of personnel decreased and the business volume increased, the company also made its best efforts to ensure that the work efficiency was ensured without delaying the claims and overtime compensation in the special period of case handling. In this case, I have really cultivated a sense of dedication.

Finally, what I want to say is that in the case of filing and filing the case, it is most necessary to be careful, and this individual is also becoming more and more perfect in the continuous work. The case is sorted and archived, that is, after the case is completed, the claim file needs to be sorted according to the report and the name is filled out. The material of each case is different, the thickness is different, and the time required is different. After each case is sorted, use the binding machine to punch holes, and after punching the holes, use the binding line to put each case in place, and then use the stick to stick the case file of the case. According to the requirements, the types of insurance are classified, and then sorted according to the claim number, respectively, into the file box, clearly marked in the file number, and then archived in the file cabinet for later inspection and file search.

In short, it is not difficult to see from my "Insurance Claims Work Summary" that the claims position reflects the company's image and is the company's external service window. Therefore, whether it is a phone call or ushered in, we must always pay attention to their own manners, focusing on the company's image and promoting the overall development of the business.

In the past year, under the trust, care and cultivation of leaders, individuals have improved in terms of work and other comprehensive qualities. Here, I am very grateful to the leaders for their cultivation and the help of colleagues. The work of the year is over. In the upcoming year, we will continue to work hard. This is a problem that cannot be refused. This is a summary of our year-end. Every year, I have my own progress, and I will have my own growth every year! I believe that everyone will achieve the most successful success in the coming year!

Insurance claims work summary

Personal Insurance Summary of Non-Car Insurance Department of PICC P&C Insurance Before reviewing this half-year work, I would first like to thank PICC P&C Insurance, thank you for the opportunity given by PICC P&C Insurance, and thank the leaders of PICC P&C and XX Branch for all levels. The support of my work and the care of my life are also very grateful to the support and help of the people of PICC.

On July 8th, XX, my two colleagues from Zhongda came to Jiangmen in the car of Fu Ge. In the afternoon, I went to the XX branch with Li Gang, the manager of the automobile insurance department of XX branch.

In the XX branch company 7-10 three months in the accident insurance department. During this period, I mainly studied with two colleagues in the office of the accident insurance department and was familiar with the house. Main learning: underwriting, policy entry, claim settlement, filling out insurance policies and other work. Many people think that it is a job of "doing miscellaneous". This is not a general job of "doing miscellaneous". This is to let me know that many things must be understood in the work, and we must know what must be clear, because these work are handled directly or not. Affect the quality of our customer service. Moreover, Zhuo Jianxiong, manager of the accident insurance department, also gave me a lot of care and support in the work, and also gave me a lot of opportunities to go to the front line to insure, survey, and damage.

Three months passed in a blink of an eye. After October 1st, XX, I was assigned to study in the non-motor insurance department until now. In non-auto insurance, the main task is to understand the work of the entire department, the operation of various internal affairs, and also carry out some simple operations: underwriting, renewal, and claims. I received strong support and help from the departmental colleagues and the non-auto insurance manager Li Jixiong. Moreover, I got a lot of learning opportunities to go to the first-line study, damage, claims, underwriting, etc., which benefited me a lot and got a lot of opportunities for exercise. I also got some guidance from Li Jixiong’s manager and how to deal with things, especially when I was doing a lack of work. Manager Li’s serious guidance made me realize that I know too little about what I want to improve. It is. It is also the care and help of so many people in the ordinary work, gradually giving me a more comprehensive vision and a more professional way of serving customers.

In the past, I always thought that I knew the insurance very well. I understand very well, but after half a year of studying accident insurance and non-auto insurance, I have more understanding of the meaning of the word "insurance". It’s really not easy to feel that being a real “insurer” because he requires us to have all kinds of knowledge, to have a keen market insight, to have a heart that dares to face failure and frustration, and to have a persistent learning Improve your abilities and more.

After half a year of study, I feel that my mind is clearer and my goals are clearer. I hope that I can fully utilize my abilities, protect people, and contribute my own strength to China Insurance. Once again, I would like to thank the leaders of the People's Insurance and Insurance Department for their support and help to my work, and to thank my colleagues for their support---because you have made me more mature and professional.

Insurance claims work summary

In the global insurance business, auto insurance has a pivotal position. In recent years, China has begun to enter the automobile era. The quality of automobile insurance business is not only related to the economic benefits and development of the insurance company itself, but also affects the role of insurance functions and the realization of social benefits, and guarantees social stability and people. The social life and leisure play has played an active role. How to learn from the advanced experience of auto insurance claims service in the mature insurance market in the world to improve China's traditional auto insurance claims service model, improve work efficiency and reduce service costs has become an urgent problem to be solved in front of China's auto insurance practitioners.

I. Models and characteristics of auto insurance claims services in international mature insurance market

There are a large number of institutions specializing in auto insurance claims services abroad, and the division of labor is very fine. Insurers and external organizations, based on their respective interests, pay special attention to mutual cooperation in order to achieve customer satisfaction. They not only perform their duties, but also pay special attention to the sharing of information and resources, mainly in the following aspect:

Cooperation in surveying and determining damages

The survey and damage work as the first ring of claims service is actually the first level of whether the insurance company compensates or compensates the case. It is directly related to the number of insurance company claims, the speed of closing the case, the social impact, and the card There are many aspects such as effects, so insurance companies attach great importance to this link. In order to cope with a large number of cumbersome investigations and damages, insurance companies in developed countries and regions have generally adopted a model of cooperation with external professional institutions.

Cooperation in information technology development

1. Improve the rationality and timeliness of survey and dispatch. Progressive, the fourth largest auto insurance company in the United States, uses GPS positioning technology to determine the location of survey personnel. Through the intelligent scheduling system, survey personnel are dispatched to the scene of the accident in a short period of time. In addition, through the computer network, the repair shop is inquired. In the case of shifts, we will provide repair services to our customers in a timely manner.

2. Improve the accuracy of surveying and determining damage. The Allianz Group of Germany has been using the Audatex system and has recently used the Glassmatix estimator system to ensure the standardization and transparency of auto insurance claims. 3. Improve the timeliness and convenience of receiving reports. Japan’s Yasuda Fire & Marine Insurance Co., Ltd. uses a 24-hour work accident reporting system for auto insurance claims. The system corresponds to 14 claims centers across the country and 252 claims terminals in the country. The customer can get from any claim terminal. The insurance company's processing results, and received compensation within 7 days.

4. Improve the efficiency of surveying and determining damage. In China's Taiwan region, auto insurance claims have begun to use the remote loss system, through the Internet transmission, to achieve the insurance company's loss can be fixed on the spot, but also online remote damage, customers and repair shops can also access the Internet Query the results of the loss and the price of the accessories, and even purchase accessories.

Provide cooperation in diversified service links

Providing customers with all-round and multi-level services is a major feature of modern auto insurance claims. Among them, derivative services have become the main means of competition. The best done in this regard is the United States. As the world's largest insurance market, US insurance companies are very common with foreign institutions such as banks, telecommunications, hospitals, police stations, maintenance plants, glass shops, rescue companies, and emergency centers. Since the early 1990s, there has also been a company in the United States that specializes in damage processing for auto insurance companies. The existence of a large number of professional institutions not only improves the overall level of the insurance industry, but also promotes the improvement of the quality of insurance protection and the reduction of the cost of insurance services.

Second, the current model of automobile claims service in China's insurance market and its advantages and disadvantages

Auto insurance is the largest single insurance business in China's domestic insurance market, and it is the backbone of China's property insurance business. Its business accounts for more than half of property insurance. In 2003, the national property insurance premium income reached 89.24 billion yuan, with 54.46 billion yuan from auto insurance. In 2003, among the domestic insurance companies, the number of auto insurance claims has reached more than 7.66 million, and the loss ratio is as high as 60.87%. The auto insurance survey and adjustment projects are large and costly. Under the current situation of high insurance fees, high expense rate and low utilization rate of funds in China's insurance market, car insurance has experienced a serious situation of loss in the whole industry in its operation in 2003. Effectively changing the current auto insurance claims service model in China, squeezing claims moisture and reducing the cost of claims service has become one of the major issues that have changed the current loss situation of China's auto insurance business.

China's claims service model

Due to the liquidity characteristics of motor vehicles, insurance companies are required to operate and, in particular, provide service systems or service mechanisms that are compatible with the characteristics of motor vehicles, and to handle the handling of motor vehicles. This service system or mechanism mainly focuses on timely rescue, investigation, damage and repair after the insurance vehicle is out of danger, and also includes cases involving third party liability. At present, China's relatively mature and popular model is based on the insurance company's independent claims-based claims service model, which is characterized by:

1. Each of them establishes their own service hotline, and implements all-weather, all-round services for the insured, and accepts reports through the hotline.

2. Each of them establishes its own survey team, which is equipped with complete survey vehicles and corresponding equipment, and accepts the dispatch of its own customer service center and on-site survey and damage.

3. Each of them establishes its own vehicle spare parts quotation center, which has a high proportion of auto insurance claims, has a great influence on auto insurance payout ratio and operating profit, and is also the most vulnerable to profit-making spare parts compensation. All insurance companies attach great importance to it. Organize people to work on the collection, quotation and price of auto parts.

4. A certain area of ​​the survey damage or a certain area that the service does not radiate is handed over to the external organization such as the public valuation company, the price department, the repair factory, and the investigation company.

Analysis of the Advantages and Disadvantages of China's Auto Insurance Claims Service Model

1. Independent claims. That is, the insurance company's claims department is responsible for the accident inspection and loss adjustment. This way has played an active role in the early stage of the development of China's insurance industry, and it also has a brand of a specific historical period. With the reform and opening up of the Chinese society and the development of the market, especially after joining the WTO, the global economic integration has had a tremendous impact on China. The international advanced claims valuation methods and concepts continue to pass on the insurance consumption of domestic insured people. Consciousness is also constantly improving, and the drawbacks of this model are increasingly prominent, mainly in:

Large capital investment, low work efficiency and poor economic returns. For the insurance company itself, from the exhibition industry to the underwriting, from the fixed loss to the nuclear compensation, every link is in the hands, and the large and comprehensive mode causes inefficiency. The huge claims team, together with the corresponding configuration of the survey vehicles and equipment, a large amount of manpower and material resources to deal with the cumbersome claims compensation affairs, resulting in poor economic benefits of internal management and business accounting, and often the business personnel can not see, It is estimated that the damage is not fixed, and the material does not pass the abnormal phenomenon. The irrationality of such resource allocation is incompatible with the requirements of China's insurance companies to become bigger and stronger, participate in international competition, cultivate core competitiveness, and take the road of specialized management.

The transparency of the claims business is poor and unfair. Car insurance's fixed-loss claims are different from other social production projects. They involve a wide range of interests, strong professionalism, and many adjustments. This requires open and transparent claims. The insurance company's own damage is like an insurance company who is both an "athlete" and a "referee". For the insured, it means that the damage result violates the basic principles and requirements of justice. For this contradiction, even if the insurance company's decision on the damage is reasonable, it is often difficult to convince the insured, which leads to disputes in the settlement work. Especially in the market of information asymmetry, this drawback has become more prominent.

2. Price assessment. That is, the public security traffic management department entrusted the price department to make a strong loss. This method is used less because the insurance parties do not recognize or welcome. The China Insurance Regulatory Commission also issued a document to boycott it.

3. Insurance assessment. That is to say, the professional insurance company is accepting the entrustment of the insurance party and is responsible for the loss inspection and adjustment of the automobile. This is an international practice. The benefits of this approach are:

Can reduce claims disputes. The public appraisers who have no interest relationship are responsible for the investigation and the damage work, which can better reflect the characteristics of the insurance company's contract fairness, make the claim process open and transparent, avoid possible disputes and disputes, and prevent the use of power for personal gain.

Improve the insurance market structure. The professional company is responsible for the investigation and damage work, which can better reflect the specialization of the social division of labor, and at the same time promote the development of the insurance assessment industry and further improve the insurance market structure.

It can promote the optimization of internal structure of insurance companies and save a lot of manpower, material resources and financial resources. Since the insurance company pays the inspection fee to the public valuation company according to the actual inspection workload, it can more accurately reflect the real situation of the operation and avoid unnecessary expenses incurred by the insurance company with fixed inspection personnel and related equipment. Increased fixed operating costs.