本文關(guān)鍵詞： 車險理賠 流程優(yōu)化 WBS　出處：《吉林大學(xué)》2013年碩士論文　論文類型：學(xué)位論文

【摘要】：近年來，隨著居民收入水平的不斷提高，車輛的銷售量也日趨增長，同時隨著保險意識的不斷普及，使得車輛保險的投保率以及相應(yīng)的保險公司的車險保費收入顯著提高。汽車保險是近代發(fā)展起來的險種,它晚于水險、火險、盜竊險以及綜合險。保險公司承擔(dān)機(jī)動車保險的具體操作就是依據(jù)火險、水險、盜竊險等常見險種的實踐經(jīng)驗而來的。但是，車險業(yè)務(wù)的發(fā)展卻異常迅速,如今已經(jīng)成為財產(chǎn)保險業(yè)中的主要業(yè)務(wù)險種。對各大保險公司，尤其是財險公司而言，車險業(yè)務(wù)早已成為其經(jīng)營成敗的關(guān)鍵。車險業(yè)務(wù)主要可以分為承保及理賠兩大部分，由于承保環(huán)節(jié)直接關(guān)系著保險公司的保費收入以及員工自身的績效收入，因而對于承保環(huán)節(jié)的服務(wù)大部分保戶是滿意的。然而，對于理賠環(huán)節(jié)，由于制度、監(jiān)管等的缺失，往往造成保戶的極大不滿。就保險公司自身而言，理賠環(huán)節(jié)出現(xiàn)的種種問題，也導(dǎo)致了較高的保戶流失率以及較高的賠付風(fēng)險，從而間接降低了營業(yè)收入。目前，理賠環(huán)節(jié)出現(xiàn)的問題已經(jīng)成為制約保險公司車險業(yè)務(wù)發(fā)展的重要因素，引起了業(yè)界以及學(xué)界的廣泛關(guān)注。 本文著眼于華安保險股份有限公司的車險理賠業(yè)務(wù)，運用理論分析和實證分析相結(jié)合的方法。首先介紹了機(jī)動車輛保險業(yè)務(wù)以及當(dāng)前車險理賠業(yè)務(wù)的相關(guān)理論；其次，分析華安公司車險理賠流程目前存在的諸多問題，例如流程周期長、流程設(shè)計單一、審批環(huán)節(jié)過多、缺乏風(fēng)險控制等，并在此基礎(chǔ)上分析了形成上述問題的成因；接下來介紹相關(guān)項目管理理論，，包括WBS工作流分解方法以及其他核心流程相關(guān)理論，分析并提煉出華安公司車險理賠業(yè)務(wù)的核心流程。最后，進(jìn)行車險理賠業(yè)務(wù)流程的優(yōu)化，明確了車險理賠流程優(yōu)化原則、步驟，并從客戶、內(nèi)部業(yè)務(wù)流程以及企業(yè)學(xué)習(xí)與成長角度進(jìn)行了效果分析，希望能提高華安公司車險理賠效率、提升客戶對車險理賠的滿意程度，同時控制華安公司車險經(jīng)營風(fēng)險，降低車險賠付率。 希望本文的研究能夠促進(jìn)各大保險公司的車險理賠環(huán)節(jié)向更能夠適應(yīng)市場經(jīng)濟(jì)發(fā)展的狀態(tài)轉(zhuǎn)變，從而對保險業(yè)管理有所貢獻(xiàn)。
[Abstract]:In recent years, with the increasing levels of income, vehicle sales is growing, along with the increasing popularity of insurance awareness, so that the vehicle insurance rate and the corresponding insurance company auto insurance premium income increased significantly. The development of modern automobile insurance is the insurance, it is later than the marine, fire, theft and motor vehicle insurance insurance. Insurance companies bear the specific operation is the basis of fire insurance, marine insurance, theft and other common types of practical experience and come. However, the development of the auto insurance business is unusually rapid, has now become the property insurance industry in the main business of insurance. The major insurance companies, especially property insurance companies, insurance business has become the key to the success of their business. The insurance business can be divided into two parts as underwriting and claims, underwriting premium income is directly related to the insurance company Their performance and employee income, so the underwriting service guarantees is most satisfactory. However, for the part of the claim, due to lack of supervision system, etc., often caused great dissatisfaction with the insured. The insurance company itself, many problems appear claims, also led to the loss of the insured rate higher and higher payment risk, and thus indirectly reduce the revenue. At present, the problems of compensation has become an important factor restricting the development of the insurance business of insurance company, has aroused widespread concern in the industry and academia.
This paper focuses on the Huaan insurance auto insurance claims business Limited by Share Ltd, using the method of combining theoretical analysis and empirical analysis. Firstly introduces the motor vehicle insurance business and related theory of the current auto insurance claims business; secondly, analysis the existing problems at present, Huaan auto insurance claims process, such as long process cycle, single process design, examination and approval procedures many, lack of risk control, and based on the analysis of causes of these problems; then introduce related theories of project management, including WBS workflow decomposition methods and other core processes theory, analysis and extract the core process of Huaan auto insurance claims business. Finally, the auto insurance claims business process optimization, clear principles auto insurance claims process, optimization steps, and from the customer, internal business processes and learning and growth perspective. The effect analysis is carried out, hoping to improve the efficiency of vehicle insurance claims in Huaan company, improve customer satisfaction with vehicle insurance claims, and control the risk of vehicle insurance operation in Huaan company, and reduce the rate of vehicle insurance compensation.
It is hoped that the research in this paper can promote the links of auto insurance claims for major insurance companies to adapt to the development of market economy, and contribute to the management of insurance industry.

【學(xué)位授予單位】：吉林大學(xué)
【學(xué)位級別】：碩士
【學(xué)位授予年份】：2013
【分類號】：F842.4

【參考文獻(xiàn)】

相關(guān)期刊論文 前10條

1 賈立新,劉文玲,武一民;機(jī)動車輛定損模式的分析與研究[J];保險研究;2002年09期

2 劉寬,彭怡元;保險公司服務(wù)的核心內(nèi)容——理賠[J];保險研究;1998年10期

3 木蕁;;讓保險理賠快起來[J];中國金融家;2010年04期

4 李文華;王良元;;企業(yè)流程再造的績效分析及模糊綜合評價法[J];技術(shù)與創(chuàng)新管理;2009年04期

5 褚躍龍;王爽;;淺析企業(yè)應(yīng)如何進(jìn)行業(yè)務(wù)流程優(yōu)化[J];遼寧工業(yè)大學(xué)學(xué)報(社會科學(xué)版);2012年02期

6 蔡洪根;;機(jī)動車輛保險理賠之探討[J];金融與經(jīng)濟(jì);2006年S1期

7 楊小溪;婁策群;劉行軍;;基于信息生態(tài)鏈理論的信息管理流程重組[J];情報科學(xué);2012年05期

8 李琳玉;;汽車保險理賠實務(wù)性探索[J];企業(yè)研究;2011年22期

9 唐金成,戴迎春;機(jī)動車輛保險計算機(jī)定損初探[J];上海保險;2000年01期

10 王夢卜;;淺析我國商業(yè)銀行貸款業(yè)務(wù)流程存在的問題及對策[J];商業(yè)文化(學(xué)術(shù)版);2009年02期

相關(guān)碩士學(xué)位論文 前8條

1 王吉玲;基于工作流在保險理賠系統(tǒng)的設(shè)計與應(yīng)用[D];大連海事大學(xué);2010年

2 宮德庫;人保財險深圳分公司車險業(yè)務(wù)風(fēng)險管理研究[D];蘭州大學(xué);2011年

3 余濤;我國車險承保與理賠中的問題及對策研究[D];中南大學(xué);2004年

4 苗小利;LM集團(tuán)業(yè)務(wù)流程優(yōu)化設(shè)計[D];鄭州大學(xué);2007年

5 徐龍鋒;大連平安車險承保與理賠中的問題及對策思考[D];東北財經(jīng)大學(xué);2006年

6 白樺;機(jī)動車輛遠(yuǎn)程定損系統(tǒng)與業(yè)務(wù)流程優(yōu)化[D];復(fù)旦大學(xué);2008年

7 李明平;華安財產(chǎn)保險股份有限公司競爭戰(zhàn)略研究[D];山東大學(xué);2009年

8 陳軼;汽車保險業(yè)務(wù)經(jīng)營困境及其對策研究[D];西南財經(jīng)大學(xué);2010年

本文編號：1462331