At present, the determination of domestic auto insurance rates has been gradually internationalized from the initial car-dependent factors (that is, car-dependent factors and people-dependent factors). The determination of rates and auto insurance service measures indicate that the internationalization of auto insurance business philosophy and management mode will be accelerated.
1. Improve customer information and strengthen customer analysis.
The operation of auto insurance needs accurate and detailed risk data. Domestic insurance companies offering auto insurance should organize personnel to learn foreign auto insurance information as soon as possible. At the same time, they should modify the existing auto insurance computer system, collect and improve customer information according to international practice, and provide basis for providing differentiated services and designing auto insurance products for customers. At the same time, strengthen customer analysis, develop CRM system as soon as possible and establish customer relationship management mechanism.
2. One-stop service of claims representative
In order to meet the needs of risk management, the approval system of auto insurance claims is widely implemented in China, which has played a certain role in reducing moral hazard and auto insurance claims. However, with the popularization of insurance knowledge and the improvement of national insurance awareness, customers have higher expectations for auto insurance services (such as processing timeliness and service attitude). Therefore, it is necessary to modify and simplify the existing claims process, and adopt the usual practice of foreign insurance companies in management and control, that is, use network technology to realize online loss determination.
3. Accelerate the internationalization of talents. Because auto insurance claims are a highly technical job, foreign insurance companies have advantages in technology, management and experience. In addition to improving the quality of managers as soon as possible, domestic insurance companies can consider introducing some international talents as planning and management consultants for auto insurance operations to speed up the internationalization of domestic auto insurance operations.
(2) Accelerate the application of information technology and new technologies.
Information technology will accelerate the improvement of auto insurance management level, and domestic insurance companies are stepping up the informatization and networking process of auto insurance claims. In application, we should adopt development ideas and modular design ideas. While developing a new system, we should pay attention to the integration of various auto insurance systems (call center, e-commerce, automatic loss assessment system, CRM, decision support system, etc.). ) and maintain a smooth transition with the old system. Accelerate the application of other new technologies, such as global positioning technology (GPS), electronic map (GIS) and wireless mobile devices.
(3) service innovation
Improving customer satisfaction is the best strategy to increase customer loyalty. Customer satisfaction refers to the feeling that the services provided by service providers meet or exceed expectations. Therefore, service innovation is the eternal theme of auto insurance management. In the specific claims, we should increase cooperation with related industries. For example, cooperate with automobile service providers to establish a national accident rescue and vehicle maintenance system; Cooperate with banks, hospitals and other service organizations to provide customers with high-level and multi-faceted extended services. For example, the "Rider Club" established by Ping An Insurance Company is to provide member services for customers and carry out a series of service activities nationwide. The sales department of PICC Guangzhou Automobile Branch cooperates with Nanfeng Automobile Club, the largest automobile service organization in South China, to provide emergency rescue of automobile faults, free car washing, maintenance consultation, new car licensing and other services. In addition, insurance companies can try to establish an effective and operable auto insurance account manager system according to their own actual situation.
Auto insurance plays an important role in property insurance. As long as we clearly understand the characteristics of auto insurance, master the rules and development trends of auto insurance management, and actively and pragmatically carry out the work to adapt to the situation, we can be invincible in international competition.
Further reading: How to buy insurance, which is good, and teach you how to avoid these "pits" of insurance.