Fuyang Central Branch of Tianan Insurance Co., Ltd.

Claims management process

The quality of a company's reputation mainly depends on after-sales service! The insurance company’s after-sales service is claims settlement. The following are the claims service measures of Tianan Insurance Fuyang (Anhui Province) Branch. I hope it can give some tips to friends who want to know more about Tianan Insurance and compare which insurance company is better. Whether it is good or bad is not what we say, it is the evaluation given by our friends! !

In order to further standardize claims management, better serve customers, standardize and process the company's claims, and ensure close connection between all aspects of claims, combined with the actual situation of our company, Fuyang Zhongzhi Claims has been specially formulated management process.

1. Telephone answering post

(1) Answering: A designated person is designated to answer the phone during work hours and dispatched by the branch. After get off work, at night and during holidays, the department designates a designated person to take turns answering and answering calls. Implement scheduling. Make sure not to let the phone ring more than three times, so as to avoid the branch dispatcher thinking that no one is answering, which will affect the normal work and the image of the central branch. The operator must use standardized language when picking up the phone: such as: "Hello, Fuyang Tianan Insurance, I am the operator No. **, please speak."

(2) Inquiry: After receiving the dispatch call from the branch, the operator should dial the customer's phone number in time, and use standard and comforting language when asking, such as: "Please don't worry, we will help." You handle it and we will arrive in time." etc. When questioning, you must pay attention to the method, sense of proportion, and master skills. For insurance accidents that occur within the jurisdiction and outside the jurisdiction, different questioning methods are required. After the questioning is completed, the reporter does not hang up the phone. The operator is not allowed to hang up the phone voluntarily. For insurance accidents that occur within Fuyang's jurisdiction, the operator should briefly and concisely ask for the contact information and location of the accident, and at the same time feed the information back to the dispatching post so that the dispatching post can arrange for field personnel to rush to the accident scene in a timely manner, thus avoiding too many reporting posts. Inquiries make customers resentful and think we are too cumbersome, and it also affects the speed of on-site inspections.

(3) Notification: When the operator receives a large traffic loss, power loss or accident loss involving a third party, he must promptly remind the customer: "The three losses have not been reported by our company." When determining the loss, please do not sign and approve casually. Our company will promptly arrange personnel to participate in the entire process and assist you in handling it." Because the three road management and electric power facilities are all exclusively operated, and the country lacks a professional assessment and supervision agency in the damage compensation process, when they determine the loss, that is, when they are athletes and referees, the damage is often doubled. Expand the loss and trick the car owner into signing his signature. Once the car owner signs and approves, the loss cannot be changed; if we do not remind the customer in advance and do not proactively fight for it, it will bring unnecessary losses to the company and increase the company's compensation costs.

(4) Tracking: First of all, the operator should promptly track and contact the cases received within 1 working day, and report the loss, notification matters and report to the department head. Carefully and detailedly record it in the claim settlement contact record; secondly, if the loss cannot be determined within one working day, the operator must keep track of it from beginning to end; thirdly, if the contact record is not done as required, the work is sloppy and improper. If you are serious and responsible and cause losses to expand, the company will deal with it seriously;

2. Dispatch Post

The survey and dispatch post is a very important position in the handling of insurance accidents. Every case The key to the success of case handling lies in scheduling. First of all, after receiving the customer's report information, we must respond quickly and dispatch in a timely manner, and at the same time fill in the survey dispatch form formulated by our company. Secondly, according to the nature and size of the accident, arrange appropriate survey personnel to conduct the survey to ensure the timeliness and accuracy of the survey.

For example, for some large customers and cases with large car damage and difficult cases, we will arrange for comrades with rich experience in investigation and loss assessment, good service attitude and high professional skills to go to the scene to ensure the accuracy of investigation and loss assessment. and high-quality services are also conducive to explaining and explaining to customers to avoid unnecessary disputes.

3. Survey post

The company requires survey personnel to set off within 2 minutes after receiving the dispatch, and to arrive at the scene within 20 minutes in Fuyang City. They must keep in touch with the customer during the survey. effective contact.

First of all, contact the insured customer immediately after departure and use comforting language to communicate with the customer, such as: "Hello, I am the ** surveyor of Tianan Insurance Company. We have already set off and will arrive in a short time. Please Wait a moment;

Secondly, on the way to the inspection, contact the customer again and use comforting language, such as: We have arrived at a certain place, how far is it from you, please don’t worry, we We will be there soon; if there is a delay due to objective circumstances (such as traffic jams on the road, slippery roads in rain, snow, etc.), we should fully communicate with the customer in advance to obtain the customer's understanding. After arriving at the scene, we should say: "Sorry, we will come." Sorry for the delay”;

Third, after arriving at the scene, we should assist or guide the customer in handling the relevant procedures of the accident site and the claim process. After the investigation is completed, we should ask the customer in the customer comments column of the inspection dispatch form. Evaluate our company's services and sign for confirmation;

Fourthly, according to different seasons, some commonly used first-aid medicines, mineral water, raincoats and other items must be prepared in the survey vehicle for emergency use by customers;

Fifth, the company requires each surveyor to always check whether the survey tools and necessary survey documents in his survey package are complete in order to rush to the site in time, and the lack of survey materials is never allowed to affect the survey speed. ;

Sixth, the surveyor is required to have "three emotions" after receiving the dispatch, that is, he must be passionate after accepting the survey case, be enthusiastic about the customer, and be sincere when handling the accident, truly reflecting the "closeness" Service, personal service, caring service."

Fuyang Central Branch Claims Department

2010.5.20

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