First, the main reason for the weak profitability of the current auto insurance industry
The competition in the auto insurance market has always been the focus of competition among companies, and it is also the forefront of competition in the insurance market. Over the years, due to irrational market competition, property insurance companies have not correctly handled the relationship between benefit and development, and the implementation of control measures has not been in place, resulting in widespread losses in normal years, and the profitability of auto insurance is quite fragile.
1. The business philosophy is seriously distorted. Business philosophy determines business behavior, and business behavior determines business results. In recent years, the auto insurance business of insurance companies is large but not strong, which has a lot to do with the distortion of the company's business philosophy. Many companies regard scale as a hero. Assessment, reward, personnel promotion and resource allocation all emphasize development over efficiency. Under this guiding ideology, the primary cause of auto insurance loss is to pursue scale regardless of cost, not to identify risks and control the speed of pursuit, which eventually leads to out-of-control business quality.
2. Extensive management. Under the guidance of distorted ideas, the company's management system is not perfect, or there is no chapter to follow. The filing terms and rates are not strictly implemented, the pricing power is arbitrarily decentralized, the underwriting risk control is not strict, and underwriting is a mere formality, resulting in serious "indigestion"; Weak control over claims, especially the links and details of claims are not in place, resulting in serious claims losses.
3. Vicious competition, where market players fight price wars. The operating costs of insurance companies are backward. In recent years, some new entrants have neglected cost accounting in order to expand their business rapidly, which is manifested in various ways, such as competing to lower prices, expanding insurance liability at will, mismatched terms and rates, abusing discount coefficient of vehicle models, etc., resulting in constant price wars in the industry, increased underwriting risks, rising operating costs, impossible to talk about policy quality, decreased customer satisfaction, and affected industry reputation.
II. Opinions on Improving the Profitability of Auto Insurance
Auto insurance is a typical management type of insurance and a systematic project to improve profitability, involving risk identification and control, financial resource allocation, claim control, customer service and many other links. Practice has proved that as long as we adhere to Scientific Outlook on Development, firmly establish the guiding ideology of "benefit first", strengthen the management and control of auto insurance, and unswervingly push forward the implementation of various profit-making measures, we will surely realize the benign development of auto insurance.
1. Change business philosophy and stick to effective development. The construction of the profitability of insurance companies is not only something that managers think about, but all insurance practitioners should root the concept of effective management in their ideology and solidify it in their daily management behavior. At present, China's insurance industry is in a critical period of market transformation, from large-scale and extensive development to management and quality development, which is also the reason and direction to comply with industry supervision and the company's sustained and healthy development. As insurance practitioners, especially managers, we should clearly understand the situation, take Scientific Outlook on Development as the guide in values and performance, firmly establish the purpose of "efficiency first", and carry out business development and management around "efficiency".
2. Optimize business structure and promote selective underwriting. To solve the problem of business structure, we must first analyze the dynamic profitability, identify the profitability of customers through analysis, and cooperate with underwriting policies, sales expenses and service resources to form the ability to actively choose risks and promote the improvement of business structure. The second is to formulate a scientific underwriting policy, combine with dynamic data analysis, clarify the interest insurance of all customer groups, increase the marketing of interest insurance according to customer categories, limit the loss insurance, use the coefficient in strict accordance with the rate regulations, increase the business training for auto insurance underwriting personnel, enhance their sense of responsibility and post honor, and enhance the profitability of the whole business. The third is to ensure that the original data is true and reliable. Data quality is the basic condition of the company's analysis, judgment, prediction and decision-making, and underwriting information is also the basic part of data quality.
3. Strengthen the claim control and improve the claim level. Compensation is the biggest cost of auto insurance operation, and the claim settlement link is the controller of the biggest cost. Under the premise of paying attention to the "import clearance" of underwriting, it is very important to control the process and all links of claim settlement and prevent the loss of interests from leaking out.
(1) Strengthen the construction of professional claims team and improve customer service ability. First, close the entrance of a good team and strengthen training. Select high-quality personnel to enrich the claims team. Strengthen the construction of claims professional skills and improve the comprehensive quality of claims personnel. The implementation of professional post qualification system, the second is to improve the incentive and restraint mechanism of claims personnel, establish and improve the quantitative assessment system of claims performance, and improve the sense of responsibility and work enthusiasm of claims personnel. The third is to continue to carry out professional ethics education and warning education for claims personnel.
(2) increase the intensity of vehicle damage insurance survey and damage determination, and do a good job of claim settlement. The operation of auto insurance is directly related to the intensity of on-site investigation, so we should improve the on-site investigation rate, strengthen the management of time limit for damage assessment, especially strengthen the requirements of the first on-site investigation; Establish and improve the supervision mechanism after claims settlement, and regularly carry out fixed loss review; Strengthen the authorization of off-site investigation cases, and send high-level loss assessors to dangerous places to investigate and determine the damage in cases where the vehicle damage exceeds a certain amount. Standardize the standard of loss assessment, strengthen the management of quotation and loss assessment, adhere to the principle of repairing without replacing or replacing without repairing, distinguish cooperative and non-cooperative 4S stores, strictly set the pricing standard of claims, and strive to improve the accuracy of loss assessment.
(3) Strengthen the management of personal injury cases and squeeze unreasonable compensation. In recent years, the compensation for personal injury cases has increased year by year, including medical expenses and death and disability compensation, and the average compensation for personal injury cases remains high. How to squeeze out the moisture of personal injury cases is the focus of compensation work in the future. First, it is necessary to set up a medical tracking audit team composed of the head of the claims department, medical experts and medical tracking personnel. Follow-up service for cases involving personal injury, early intervention, and communication with the hospital on medical and medication plans and cost standards. , and inform the insured in time. It is also necessary to explain that the stalker arrived at the hospital at the first time, asking about the injury and the occupation and salary income of the injured person, and mastering the first-hand information. The second is to investigate the dependents and income of the injured involved in personal disability and death cases. Focus on 10 disabled people. Third, medical expenses should be examined strictly in accordance with the Guidelines for Clinical Diagnosis and Treatment of Injured Persons in Road Traffic Accidents and the Basic medical insurance coverage, unreasonable expenses in compensation cases should be strictly eliminated, medical experts should be assessed, and their work enthusiasm should be improved. (4) Improve the management ability of outstanding auto insurance claims and improve the accuracy of data. Whether the outstanding compensation is accurate directly affects the company's comprehensive payout ratio, profit rate and other indicators, and directly affects the operating performance of auto insurance. Establish a long-term management mechanism for outstanding claims, designate a special person to be responsible for the management of outstanding claims in auto insurance, clean up garbage data in time, understand the progress of the case, correct outstanding claims in time, ensure the accuracy of data, and prevent the estimated loss of outstanding claims in auto insurance from being too high or too low to affect the operating efficiency of auto insurance.
(5) Establish and improve the risk early warning mechanism, further strengthen the investigation of suspected false cases, strictly control accommodation cases, intensify the work of counterfeiting and fraud prevention, and improve the crackdown effect. Seriously investigate the nature of the household registration, the situation of the dependents and the obviously unreasonable disability assessment in the suspected personal injury compensation case, and apply for a new disability assessment. Follow-up investigation and evidence collection of difficult cases should grasp real information such as household registration, industry and disability assessment. It is necessary to strengthen contact and communication with traffic police, economic investigation, courts and forensic doctors. , to create a good judicial environment, to ensure the fairness of accident vehicle liability identification, disability assessment, drunk driving accident identification. We should actively respond to the lawsuit and improve the success rate and satisfaction of litigation cases. Moreover, we should actively do subrogation to minimize the loss of the company's interests.
In addition, according to the specific needs of different customers, we have developed a series of characteristic auto insurance products to meet the differentiated needs of customers. One is "through train" motor vehicle insurance. This product is a channel segmentation auto insurance product specially developed for telephone sales channels. Positioning in decentralized direct auto insurance business, the target customers are scattered individual customers in large and medium-sized cities. You can enjoy more favorable treatment than buying auto insurance products through traditional channels. The second is "distinguished life" motor vehicle insurance. This product takes "dignity, peace of mind and professionalism" as its core concept and comprehensive and high-quality service as its main highlight. It is a customer segmentation product developed for customers who pursue high-quality auto insurance services. It is a beneficial attempt for our company to implement customer segmentation and improve service level through product innovation, and it is also an important exploration for building auto insurance sub-brands and improving marketing ability.
Further reading: How to buy insurance, which is good, and teach you how to avoid these "pits" of insurance.