Insurance customer service includes three links: pre-sale, in-sale and after-sale, and each link has detailed contents.
Pre-sale service: Insurance companies provide customers with all kinds of information, materials and consultation on insurance industry and insurance products before selling products, hold free lectures, and plan and manage risks.
Sales service: various services provided by insurance companies to customers in the process of buying and selling insurance products. For example, help customers fill in the insurance application form, explain the insurance clauses, have a free medical examination and deliver the insurance policy. I just sorted out the relevant contents about buying insurance for physical examination, hoping to help you: Do you need a physical examination before buying insurance?
After-sales service: a series of services provided by the insurance company after the customer signs the bill. For example, free inquiries, regular visits, insurance payments, etc.
Main contents of insurance customer service
offering consultation services
Before buying insurance, customers need to know the relevant information about the insurance they want to buy, such as the situation of insurance companies, the contents of insurance clauses and so on. Insurance companies provide various consultation channels to facilitate customers to understand information, and also require accurate information transmission. In the process of consultation, insurance salesmen should remind customers to read the insurance clauses, and at the same time, they should clearly explain the terms and conditions of the insurance contract to customers. In particular, the meaning, application and legal consequences of the exemption clause, and the obligations of the insured and the insured should be clearly explained and explained.
Risk planning and management services
Risk planning first needs to help customers identify risks. On this basis, to help customers choose risk prevention measures, not only financial planning, but also risk prevention. If the amount of the subject matter insured is large or the insurance risk is special, it is necessary to provide the insurance proposal to the customer. The insurance proposal should provide risk assessment services for customers, and design professional risk prevention and resolution schemes from the interests of customers. The scheme should fully consider market factors and customer acceptance limits.
after service
Insurance companies should handle customers' after-sales requirements in accordance with the principle of "initiative, quickness, accuracy and reasonableness", and do a good job in reporting cases and sending people to investigate and determine losses to help customers return to normal life. When determining the loss, we should fully negotiate with customers and try our best to acquire knowledge and reach an agreement.
Compensation service
The indemnifier shall be responsible for the result of compensation. In case of any disagreement with the survey and loss assessment department, it shall be settled through mutual consultation, and the customer shall be informed of the amount of compensation in time. If there is any dispute, inform the customer of the ways and means to solve the dispute. If it is a case of refusing compensation, it is necessary to reasonably explain the reasons for refusing compensation to the customer and issue a formal written notice, and at the same time inform the customer of the ways and means to safeguard their own rights and interests.
Customer complaints
Insurance companies should attach great importance to customer complaints, find out the deficiencies in contract terms and supporting services, put forward plans and specific measures to improve services, and conscientiously implement them.
To sum up, insurance customer service includes three links: pre-sale, sale and after-sale, and each link has detailed contents. The main contents of insurance customer service include consulting service, risk planning and management service, after-sales service, compensation service and customer complaints.