With the increase of per capita disposable income and the increase of insurance market players, consumers' awareness of insurance, rights protection and legal system has been continuously enhanced. Let me sort out the articles on customer service of insurance companies for you. Welcome to read the reference:
The main content of insurance company's customer service is pre-sales service first. The first is to spread insurance knowledge. Insurance companies should provide consumers with all kinds of information about insurance industry and products, enhance people's insurance awareness, popularize insurance knowledge and provide consulting services through media, organizing publicity activities, building three-dimensional service exchange platforms such as consulting systems and networks, and entering communities to carry out publicity. The second is to transmit insurance information. Before customers buy insurance, insurance companies can transmit relevant information such as industry, market situation, insurance products and insurance clauses to consumers through various channels, and require accurate and appropriate information transmission. 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. Third, do a good job in risk planning and management services. Insurance companies should help customers identify risks, including family risks and corporate risks. On the basis of risk identification, they should help customers choose risk prevention measures, not only to help them make financial planning for their families or enterprises, but also to help them prevent risks. In particular, for large and medium-sized objects with a large amount of insurance subject matter or special underwriting risks, insurance proposals should be provided to the insured.
Followed by the sale of services. The first is to guide the completion of the insurance policy. We should guide customers patiently, remind the insured of the problems that should be paid attention to, earnestly safeguard the interests of customers and reflect their true wishes. The second is to accept reporting, survey and loss assessment services. Hang in there? Active, fast, accurate and reasonable? Principle, in strict accordance with the provisions of the job responsibilities and business operation process, do a good job in receiving customer reports, sending personnel to investigate, and determining losses, and fully assist customers to restore normal production, operation and life order as soon as possible. In the process of loss determination, we should adhere to the principle of consultation, fully negotiate with customers, and try our best to acquire knowledge and reach an agreement. The third is compensation service. The claimant shall fully support the work of the survey and damage assessment personnel and complete the claim within the specified time. The posts and personnel responsible for compensation shall be responsible for whether the compensation results conform to the insurance clauses and the provisions of national laws and regulations. In case of disagreement with the survey and loss assessment department, the compensation review department shall negotiate to solve it, and notify the customer in time after determining the compensation amount; If there is any dispute, the customer should be informed of the ways and methods to solve the dispute.
Finally, after-sales service refers to a series of services provided by the insurer after the customer signs the bill. The first is disaster prevention and loss prevention services. This is an important content of property insurance customer service. An insurance company shall regularly check the safety status of the subject matter insured, and promptly put forward written suggestions to customers to eliminate unsafe factors and hidden dangers. For important customers and large and medium-sized insurance objects, professional risk assessment activities should be carried out according to actual needs. The second is claims service. According to the insurance contract, the liability for compensation and payment should be fulfilled with high quality and efficiency. The third is value-added services. We should provide extended services that are not directly related to insurance protection for specific customer groups or potential customers, that is, services other than insurance policies. The fourth is contract preservation service. It is necessary to do a series of maintenance work such as the change of insurance beneficiary, the change of insurance amount and the change of insurance period to ensure the validity of the policy. Fifth, consultation and complaint service. Receive consultation and complaints through various channels such as customer service hotline, accurately answer customer questions, and handle customer complaints in a timely and fair manner.
Problems in customer service of insurance companies A media questionnaire in March 20 12 showed that 38% of consumers think that the most important aspect of the current insurance market is service quality. 23% consumers are dissatisfied with the unreasonable clauses in the insurance contract; There are 15% consumers who are dissatisfied with the complicated claim settlement process. There are three main problems that affect consumers' satisfaction evaluation of insurance companies: sales force to promote products (30%), unreasonable insurance contract terms (23%) and obscure contract text (2 1%). The three styles of insurance companies that consumers hate most are: inadequate follow-up service (38%), untimely handling of complaints (28%), and great difference in service attitude before and after insurance (15%). Specifically, the existing problems in customer service of insurance companies are as follows:
1. Poor customer service awareness and low social satisfaction. Some insurance companies blindly pursue development speed and market share, ignore operational efficiency and customer service, and dilute their social responsibilities to the insured and the insured.
2. There are a wide range of ways and means of customer service. The service mode is limited to traditional, functional and basic services, and only the services related to insurance policies are provided daily, which can only be enjoyed when customers are out of danger or pay fees. Some extended services that customers need are far from being satisfied. Because of the intangible characteristics of insurance products, customers want to keep in touch with business personnel after insurance, but at present, there is little after-sales communication between insurance companies and customers unless customers make claims.
3. Insufficient innovation in insurance products. The purpose of customers' insurance purchase is to transfer unpredictable risks with a small amount of premium expenditure to meet the needs of risk transfer. Over the years, the income level of urban residents in China has been continuously improved, but a large proportion of citizens have not purchased family and personal insurance, which reflects to some extent that the products provided by insurance companies still lack pertinence and effectiveness.
4. The quality and efficiency of claims service are not high. Claims need to go through various links such as survey, loss determination, loss estimation, submission of documents, adjustment, loss determination and claim settlement. The transmission speed between links is slow, the claims procedure and links are too complicated, and the time limit for examination and approval of claims for damages is too long, which leads to a long claim processing cycle and a low claim rate, which damages the vital interests of the insured, causes an increase in auto insurance claims complaints, affects the social image of the insurance industry, and causes public trust in the industry.
5. The insurance clauses are not strict enough. Some customers encounter insurance accidents, and their understanding of the terms is often different from that of the adjuster, which leads to controversy. Some clauses, even if discussed internally by insurance company professionals, have different opinions and are inconclusive. Even some salesmen have misleading behavior in the exhibition industry, which has greatly damaged the image of the industry and caused the failure rate, surrender rate and complaint rate of insurance policies to remain high.
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