After-sales service of insurance refers to the comprehensive service behavior that the salesman takes the customer as the center, establishes the trust relationship with the customer, assists the customer to handle the policy-related matters, and safeguards the interests of the customer through various services, thus maintaining the validity of the insurance contract and developing new business. There are three basic services.
First, the policy preservation service. The so-called preservation is the act of keeping the policy in a complete state during the insurance period, which can always reflect the wishes of customers and ensure their interests. Keep the basic information of customers updated in time, so that insurance companies can contact customers effectively.
Second, assist in claims service. Claims service is to help customers confirm insurance liability, prepare claims data, handle claims procedures, deliver claims and other services. For customers, it is generally not clear about the process of insurance claims, the information needed, what procedures to take, etc. Because the information is incomplete or the process is incorrect, it will often prolong the time of obtaining claims and even affect the amount of claims. The situation is different when a salesperson accurately assists customers in handling claims.
Third, insurance consulting services. In daily operation, marketers will encounter many problems related to insurance consultation of prospective customers who have not purchased insurance. In fact, old customers who have already purchased insurance have more questions about insurance because they know something about insurance. Therefore, in after-sales service, it is also an important link to answer the questions of old customers and their inquiries.
Summary: The specific responsibilities of China Life's after-sales service department are:
1. Assist old users to complete premium renewal.
2. Help old users change information, such as contact address and mobile phone number.
3. Provide users with corresponding after-sales services, such as claim settlement, receiving insurance dividends, answering questions, etc.
4. Achieve fixed sales targets and introduce new products to designated users.
The post responsibilities of after-sales service of China Life should not only meet the daily needs of old customers, but also expand business and improve the satisfaction of after-sales service. In addition to providing after-sales service to customers, it sometimes needs to sell insurance policies.