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论文编号：	15229
作者编号：	2320213839
上传时间：	2024/12/13 9:46:02
中文题目：	H财险公司车险理赔流程优化研究
英文题目：	Research on Optimization of H Property Insurance Company`s Automotive Insurance Claims Process
指导老师：	华志忠
中文关键字：	车辆保险；理赔；流程简化；流程路径改进；流程瓶颈消除
英文关键字：	vehicle insurance; settlement of claims; Process simplification; Process path improvement; Process bottleneck elimination
中文摘要：	摘要 自改革开放以来，我国经济得到了飞速发展，汽车工业也获得了稳健发展。随着机动车保有量逐年增加，与汽车息息相关的保险业务也获得了较大的发展空间，尤其是车险业务的快速崛起，为发生事故损失的车辆提供了良好的保障，车险业务在整个财产保险中具有举足轻重的作用，其业务发展对车险理赔服务质量和理赔效率提出了更高的要求。面对当前车险理赔周期长、理赔材料多、客户需要参与环节多、理赔风险防控难等诸多问题，不仅影响客户的理赔服务体验，也增加了财险公司的理赔成本；因此，各家财险公司为解决这些理赔问题都在积极寻找车险理赔流程优化方案，力争摆脱车险理赔经营的困境，从而使其在保险行业中保持竞争力。 本文以H财险山东分公司为研究对象，根据其现有车险理赔流程现状出发，组织对车险理赔人员问卷调查和访谈交流，以及车险理赔实际数据分析，找出车险理赔流程存在理赔流程繁琐、流程缺乏弹性、流程存在瓶颈等问题，这些问题延长了车险理赔时效，增加理赔赔付成本，导致客户体验感偏差。通过对其动因分析，理赔流程过于细化、理赔人员缺乏标准化操作、理赔系统老旧等为其主要原因。通过对车险理赔流程存在的问题和问题成因进行分析，寻找车险理赔流程优化的方向。 本文对车险理赔流程存在的三个问题，采取了不同的解决方案，首先，利用ASME找出流程中增值与非增值环节，再用ECRSI分析法，对车险理赔流程的相关环节采取取消、合并、重排、简化、自动化等方式开展优化。其次，利用弹性流程管理方法，增加理赔流程的路径，根据理赔案件的风险和客户群体的区分，对车险理赔流程进行分流处理。再次，利用精益思想的消除浪费和等待，来解决车辆损失确定各个环节的问题。对优化的环节从理赔时效、理赔成本、客户满意度等角度对优化结果进行评价。同时，在流程优化的过程中需要做到企业组织和制度、人力资源配置以及软硬件系统支持保障，最终达到降低理赔成本、提高理赔时效、提升客户满意度的目标。 关键词：车辆保险；理赔；流程简化；流程路径改进；流程瓶颈消除
英文摘要：	Abstract Since the reform and opening up, China's economy has experienced rapid development, and the automotive industry has also achieved steady growth. With the increasing number of motor vehicles year by year, the insurance business closely related to automobiles has also gained great development space, especially the rapid rise of car insurance business, which provides good protection for vehicles lost in accidents. Car insurance business plays a crucial role in the entire property insurance industry, and its business development has put forward higher requirements for the quality and efficiency of car insurance claims services. Faced with many problems such as the long claims cycle, numerous claims materials, multiple customer involvement processes, and difficulty in preventing and controlling claims risks in current auto insurance, it not only affects the customer's claims service experience, but also increases the claims cost of property insurance companies; Therefore, various property insurance companies are actively seeking optimization solutions for the car insurance claims process to solve these claims issues, striving to overcome the difficulties in car insurance claims operations and maintain competitiveness in the insurance industry. This article takes H Property and Casualty Insurance Shandong Branch as the research object. Based on the current status of its car insurance claims process, a questionnaire survey and interview communication were organized with car insurance claims personnel, as well as analysis of actual car insurance claims data. It was found that the car insurance claims process has problems such as cumbersome claims processes, lack of flexibility, and bottlenecks. These problems prolong the timeliness of car insurance claims, increase claims costs, and lead to customer experience deviation. Through the analysis of its causes, the main reasons are that the claims process is too detailed, claims personnel lack standardized operations, and the claims system is outdated. By analyzing the problems and causes of the car insurance claimsprocess, we aim to find directions for optimizing the car insurance claims process. This theory adopts different solutions to the three problems in the car insurance claims process. Firstly, ASME is used to identify the value-added and non value-added links in the process. Then, ECRSI analysis method is used to optimize the relevant links in the car insurance claims process by canceling, merging, rearranging, simplifying, and automating them. Secondly, by utilizing flexible process management methods, the paths of the claims process can be increased, and the car insurance claims process can be streamlined based on the risks of the claims and the differentiation of customer groups. Again, using lean thinking to eliminate waste and waiting, to solve the problem of determining vehicle losses at various stages. Evaluate the optimization results from the perspectives of claims timeliness, claims costs, customer satisfaction, etc. At the same time, in the process of process optimization, it is necessary to achieve the goals of enterprise organization and system, human resource allocation, and software and hardware system support and guarantee, ultimately reducing claims costs, improving claims timeliness, and enhancing customer satisfaction. Key Words: vehicle insurance; settlement of claims; Process simplification; Process path improvement; Process bottleneck elimination
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