Part I
Through the efforts in the past year, our brand has been widely recognized by all sectors of the community, and our high-quality, fast claims service has won the trust of customers. However, in the work, we still found a lot of problems and deficiencies, such as insurance claims rate is still high, the lack of ways and means to deal with cases of insurance refusal, etc. Therefore, to comprehensively improve the quality of claims and the level of claims management is still our focus for some time to come, and in the course of our work, we have to further strengthen the key links of auto insurance survey, loss determination, quotation, underwriting, medical review, etc., to To achieve goals, measures and incentives to continuously improve the quality and efficiency of insurance claims. Therefore, we have to do:
(1) special line to receive the case time control in each case within 3 minutes, the return rate strive to reach 95%; survey and loss determination post on-site in place rate strive to reach 100%, over the time limit of the handover rate strive to control the rate of 10%; quote post self-reported models control within 1 day, the branch to report the model of the branch to coordinate with the branch as far as possible to control the number of days within 2 days; the number of pieces of the settlement post and amount of the settlement rate strive to achieve The rate of settlement and the amount of settlement strive to reach 85%.
In 20XX, we will continue to increase the assessment of the field claims cases, expand the impact, create momentum, and establish the Chinese insurance claims service characteristics in the Baotou market.
(2) Control the quality of car damage insurance loss determination, to ensure that the car insurance claims rate decreased significantly. Therefore, we need to improve the first site survey rate, squeeze the water in the car loss insurance claims, effectively implement the loss review and loss verification, and strengthen the supervision and control of the survey and loss determination work.
(3) Strengthen the construction of the claims team, strict implementation of discipline, comprehensive and careful case receiving, timely site, accurate quotes, enthusiastic service, reasonable settlement of claims. The company will further improve the fast claim settlement method to ensure simplified, convenient and fast case handling and highlight the characteristics of CIC under the principles of proactiveness, promptness, accuracy and reasonableness. To establish a sound service network focusing on maintenance, rescue and spare parts, and to assess auto repair cooperative units that have signed cooperation agreements based on the principles of mutual benefit and risk control. The company has also strengthened the construction of the investigation and loss determination team, and has taken a step forward to reserve personnel, so as not to allow the investigation and loss determination to drag the hind leg of business development.
With the scale of business continue to make big, we have to further improve the business skills of all claims staff, strengthen the supervision and assessment of claims staff, improve the efficiency of claims staff to standardize the claims staff's words and deeds, and put an end to eat, take, card, want and other damaging to the image of the company's interests, the requirements of the survey staff to make the vehicle clean, clean clothes, civilized language, unassuming and patient, meticulous and efficient service, with a new and fresh look. In addition, they are required to provide efficient service, respond to customers with a new outlook, and educate every claims adjuster to be a promoter of China Insurance while providing claims service.
(4) In 20XX, under the premise of ensuring the first on-site rate, we further improved the first on-site reporting rate, and increased the intensity of verification of the scene of the crime in the case of no on-site self-reported cases, in order to minimize the occurrence of false and fraudulent claims. Our department has introduced incentives for refusing to pay cases, mobilizing all staff to work actively, further reducing the rate of claims, increasing profit margins, focusing on strengthening the investigation of non-automobile insurance and major and difficult cases, and deploying professional groups to conduct non-automobile insurance surveys and investigation of difficult cases.
(5) Strengthen the management of the offer, do a good job of price localization, squeeze the water in the price of auto parts and repairs, and effectively achieve the same model, a unified offer amount.
(6) Strengthen the review of compensation for injury cases.
(7) Actively prevent insurance fraud, and do a good job of investigating and handling difficult claims.
(8) Standardize the management of pending claims, strictly implement the regulations of the head office and branch office on the management of pending claims, standardize the handling principles and operating procedures of pending claims, improve the accuracy of loss estimation of pending claims, and try to eliminate the occurrence of zero loss estimation of pending claims.
(9) Strengthen internal information feedback. The problems found in the claims process should be fed back to the underwriting department in a timely manner, in order to promote the company's underwriting risk control, supervise the implementation of the underwriting system, curb the rising momentum of the claims rate from the source, and harmonize the relationship between business development and claims control.
(10) Strengthen the control and supervision of insurance claims. Our company's departments and subsidiaries collect the problems and guiding opinions and suggestions found in the process of insurance claims service and management in our departments, and adopt the helpful opinions and suggestions, so as to rectify the insurance claims service and management work, and comprehensively improve the quality and efficiency of insurance claims service and management.
In the coming time, my department will improve customer satisfaction for the purpose of maintaining the interests of the company as the goal, focusing on improving the quality and efficiency of insurance claims, enhance the company's social reputation, establish the company's brand, show the advantages of our company's services, and strive to promote the benefits of the service, in order to build our company into a first-class modern insurance enterprises to make due contributions.
Part II
Executive Summary:
1, analysis of the current situation of the life insurance market
2, opportunities and challenges in the market under the current status quo
3, the general idea of the work
4, the time period of the target set
5, specific measures: team, business
6, the parent company's support policies
I. Analysis of the current situation of the life insurance market
As of 20XX population of about 400,000 people, of which the urban population of about 100,000 people, under the jurisdiction of 11 townships, the population of about 300,000 people; the same industry in the professional companies have life, Pacific, Ping An, Taiping, Taikang five; agency Huabang, Hengrui Daxing, Zhongcheng, Qishun, Jinxin, zhonglian six, totaling twelve;
Among them, in the team, in addition to the agency, five professional companies in the rural areas of the basic shrinkage of the team, in addition to the State Life in the countryside there are still four more established outlets, the rest of the rural market outlets have all been canceled; urban areas of the team, in addition to the State Life to take advantage of the construction of its collection and exhibition team to achieve positive growth, the rest of the professional companies in the urban areas of the team have a negative growth;
The business aspects of the professional companies compared with the same period last year, all of which have increased, although the effect is not obvious. Growth, although the effect is not very obvious, but can be seen in the state of market recovery;
Second, the current status of the market opportunities and challenges
The development of things in the law of the development period, the heyday, the period of decline, tells us that the life insurance market after nearly four years of downturn, it is bound to usher in another round of development;
Our advantages:
(I) Brand advantage: the historical heritage and value of the brand is the current life insurance practitioners and life insurance customers, prospective customers to persuade; State Life only so that it can be in the life insurance market alone half of the market, which is one of the reasons;
(ii) policy advantage: policy advantage is built on the brand advantage of the institutional construction of the three rural insurance service stations, both combined with the PICC's customer resources and network, and fully utilizing the government resources, so that life insurance service station is the best way to make the life insurance market;
(ii) policy advantage: policy advantage is built on the brand advantage of the three rural insurance service station institution-building, both combined with PICC's customer resources and networks, but also fully The use of government resources, so that the development of life insurance team to return to the early nineties model, in the early stages of the formation of the change of blood management system for the administrative system so that the chain of interest is simpler, recommended more coordinated, the supervisor is more acceptance;
(C) personnel advantages: I have a deeper knowledge and understanding of the urban and rural business in the life insurance market of Hongze and the development of the team, and a certain degree of networking resources;
Our disadvantages.
Our disadvantages:
(a) company-oriented: the status quo, personal insurance in the life of the current business operations, non-main channel, in the policy tendencies of the parent company, compared with other companies, may be insufficient;
(b) dislocation of the development: the initial development of the initial development of failure to do a holistic approach or uneven development (only refers to the proportion of urban and rural team development), the loss of the opening of this important operation. Lost the opening of this important business excuse;
(C) brand utilization: PICC life insurance, in terms of market awareness of the Ministry of high (can be described as very low), which is very mismatched with the brand PICC;
Third, the general idea
On the current understanding and mastery of the PICC life insurance company related to the spirit of the current life insurance market, based on the present, look to the future, develop this work plan. In the future, the development of this work plan.
Make full use of PICC's brand and resource advantages, in the development of the team in a short period of time to utilize the three rural insurance service stations, close to the introduction of the same industry. Rural selected six townships and the main body of the increase, only the main body of the increase in tracking and counseling to ensure that the assessment period to achieve the effective manpower of 15 people;
Tightly grasp the municipal company's cost support policy, adhering to the development of business in the open-source cost cutting and balancing of revenues and expenditures; combined with the main body of the increase in manpower in accordance with the "Basic Law" of the structure of the structure, through the achievement of the effective manpower to achieve the growth of premiums
Fourth, the time period of the target set
V. Specific measures
(a) team
1, the introduction of the same industry to shorten the time to reduce the cost of the use of the company's current "center townships of the three rural insurance service station construction implementation of the views" (hereinafter referred to as "the implementation of the views"), relying on the advantages of PICC brand resources, combined with the PICC financial in the original six centers of the townships have been The business license obtained, according to the "implementation of the views" in the treatment and requirements, identify the main body of the increase;
2, tracking and counseling to people with people fission effect in accordance with the "Basic Law" and the "implementation of the views" of the requirements of the main body of the increase in the team to increase the increase in tracking and counseling, the company focused on the level of the
to help six main body of the increase in the increase in the work of the increase in the number of people; and at the same time to take advantage of our own strengths, to improve the rural areas, the three rural insurance commissioner to create a talk, the three rural insurance commissioner to create a talk. Three rural insurance commissioner to create the frequency of the meeting, open to the town, village, group, a three-use (the first to talk about enrollment, followed by talk about the business, and again card discount), this move can also play a role in PICC life insurance company's brand publicity;
3, the meeting support to create an atmosphere of formal operation to weekly units, to promote the operation of the two meetings (increase the number of members of the Council to promote the operation of the meeting, the analysis of the meeting), so that the business people to have gained to go to the strength of the company's superiors, the spirit of uploading and sending. The spirit of the uploading, reflecting the importance of the company's marketing team's formalized operation, to create a sense of ownership of the marketing staff;
4, the position of the initiative to interact with the use of the Su PICC insurance issued 20XX322 and the "implementation of the spirit of the document", take the initiative to the property and casualty insurance companies to report on a regular basis to carry out the business of interaction, the use of the advantages of the local people to get along with the property and casualty insurance companies to find a good relationship in the property and casualty insurance customer resources. In the property and casualty insurance customer resources to seek a breakthrough, so that the main body of the increase and the following business partners to retain people to retain people have something to do to do a good job
(ii) business
1, revitalization of the existing strong base and solid foundation to assist Manager Huang first of all to sort out the number of people in the existing code base, the use of the meeting operation and tracking matching visits, increase communication efforts to ensure that the existing personnel assessment through and promotion;
2, New personnel effective growth of our recent increase in the main object of the increase in the "implementation of the views" as the leading introduction of the same work, so the new introduction of personnel is also the key to business growth, the Basic Law is the pretext for tracking, the benefits of the guidance;
3, innovative meetings to improve the real action we are thinking, the life insurance company's product description of what innovation can be done, if there is no breakthrough in the explanation meeting If there is no breakthrough in the product structure, then can there be a breakthrough
Breakthrough, first of all, the pursuit of high premiums for the signing of the policy contributed to the low rate of arrival, the businessman is easy to be hit, combined with our actual situation, we combined with the increase in action plans to card folding and other short-term insurance products will be opened to the town, the village, the group, one to improve the confidence of the business staff to engage in the field, and secondly, to increase the interest in participating in the briefing to ensure that the late payment of the product briefing operation, thirdly, the product briefing operation. The operation of the product briefing, three to help business people to accumulate customer resources, four can improve the amount of expenses of the branch; of course, this move does not mean that we do not pay attention to the growth of regular premiums, but the focus of the different time periods are different;
Sixth, I hope to get the support of the parent company's policy
(a) leadership support the concern and encouragement of the higher leadership is the most important in supporting ;
(ii) policy support can be "center township three rural insurance service station construction implementation advice" program, as a support for the appropriate extension;
(iii) hardware support necessary company infrastructure layout and office equipment;
Part III
In the company's leadership and the care and support of all colleagues in the development of the business has achieved better Achievements, a better completion of the company's tasks and indicators, on this basis, review the year's work experience and the combination of work in the actual situation, to develop the following work plan:
First, the strict implementation of the company's terms and conditions, to strengthen the business management work, to build a high-quality, standardized underwriting service system. Underwriting is the source of the company's operations, is the risk management, the important basis for the realization of the benefits of the company's survival of the basic security. Therefore, in 13 years, the company will pay close attention to business management work, improve risk management and control ability.
Second, standardize and implement the company's terms of service, improve the quality of service work, and build a first-class service platform. What we operate is not a tangible product, but a service to avoid risk or risk investment. In the market gradually transparent, competitive today, service has become our company's core competitiveness, into our company's values. Customer service is a concrete embodiment of this concept. In 20XX will strictly standardize the customer service work, the establishment of a first-class customer service system, the real quality of service to each of the company's customers.
Third, accelerate the development of business, consolidate the market share of Zhengzhou, expand the market share of Henan. According to the 20XX branch premium income of 10,000 yuan as the basis, the company plans to 20XX to achieve the annual premium income of 10,000 yuan, of which: the plan will be implemented from the following aspects to complete.
1, carefully organized planning, resolute completion of the plan targets, to lay a solid foundation for the annual target.
2, vigorously develop the channel business, in-depth expansion of the Zhengzhou market, fight the battle of Henan municipal business, orderly promotion, expansion and consolidation of Henan market share surface.
3, motor vehicle insurance is the top priority of our business, therefore, vigorously develop the motor vehicle insurance business, give full play to the company's auto insurance advantages, fight the battle of the auto insurance business, or the focus of our work, 20XX in the auto insurance business to consolidate the old channels and customers, expanding the new channels, and strive for new customers, focusing on the development of the channel business, the fleet business, and new car business, in order to realize the auto insurance business. The focus is on the development of channel business, fleet business and new car business underwriting to realize the car insurance business to a new level.
4, seriously do a good job of non-automobile insurance business, choose to visit some large and medium-sized enterprises and institutions, the benefits of good, low-risk units focus on public relations, and units to establish a good relationship, and strive for property, personnel, vehicle package underwriting, but also do a good job of non-automobile insurance benefit-type insurance market development work, in 20XX in the development of the non-automobile insurance business in the development of a new pattern.
5, other aspects: in-depth grasp of other insurance business; strengthen cooperation with various insurance units; actively participate in the fierce competition of various insurance.
Fourth, grasp the team building, good staff and insurance salesman work, continue to improve the deployment of human resources for the development of the company's business to provide manpower security. 20XX in the treatment of employees, wages and benefits in 20XX on the basis of appropriate increase, while the plan for the physical examination of each employee's body, each employee's birthday the company to provide a gift, held a number of collective activities, etc., with the good talent, retain talent, and the talent to stay. Good talent, retained talent, for 13 years of business to provide a strong human security.
Fifth, improve the management mechanism, strengthen the implementation. This year will start from the system, the company's existing rules and regulations, the requirements of the scope of the revision and supplementation, improve the previous rules and regulations have not been perfected, so that it is more in line with the needs of the company's business management. Compiled into a booklet, issued to each employee in the hands of serious study. Truly do to the system to manage people, to the system to do, so as to improve the implementation of the strength of the 20XX is a brand new year, is expected through our staff *** with efforts to make the company enter a new stage of development.