Category: Insurance tips Release Date: 2006-08-01
As people become increasingly aware of the insurance and the rapid development of insurance business, the difficult issue of settlement of claims growing prominence, which is the development of the insurance industry have had some negative effects, especially in the early stages of the development of China's insurance industry is not conducive to the insurance market cultivation. How easy is to allow customers to claim an important task facing insurers. The following from the client, "Why would find difficult claims," "how to make clients easier to claim," these two aspects were discussed.
Why do customers feel Claims difficult?
First, there is the knowledge of insurance, in particular, little is known about the basic knowledge claims, insured, once Chuxian on how to claim a loss.
Second, customers make claims applications, it is usually necessary to provide a variety of documents, such as: medical care paid for accidents, it should be the provision of medical receipts, certificates of medical diagnosis, medical prescription of enterprises outside the province, accidents to prove, identity cards, plus fill in the application claims that if the commission must also fill out others to handle power of attorney. In these documents as part of the needs of hospitals, and public security departments issued, these documents are sometimes not easy to collect and complete, in addition to insurance companies need to go to hospital, and public security departments to verify the number of cases, because the law does not provide those services have to the obligation to verify the situation of insurance companies, it is difficult to get these departments to better cope with, such claims often affected the smooth progress of the work to allow customers to generate claims difficult to feel.
Third, because some customers do not belong to incidents are the responsibility of insurance coverage or exemption from the scope or within the period not covered by insurance, and customers have been ill or insured before the insured when the failure to fulfill obligations to truthfully inform the other reasons, they can not get insurance claims applications The company's loss, such claims cases, in particular, some of which dispute settlement cases, easily lead to the media and the community's concern, so that people feel a certain extent, caused by the difficult issue of settlement of claims.
Fourth, the same procedures apply for other financial sectors, compared handling insurance claims procedures require a relatively long time, the customer from the occurrence of an accident insurance claim application and claims the case to completion, ranging from 2-3 days, as many as 10 few days or even longer, coupled with the claim documents in the transfer process is not timely, client or contact the trustee to leave is not correct, claims personnel requirements of the feedback information is not timely served on the trustee claims money is not rapid, and difficult to verify the incident and other reasons, resulting in the entire process of handling claims a longer time, which is even more difficult to increase the customer claims the feeling.
Finally, the customer contacts with the insurance company claims personnel, process, personnel services of individual claims are less aware of their bad service, and also easily allow customers to generate claims difficult to feel.
How to make it easy to claim?
With regard to settlement of claims difficult problem, we propose to solve from the following aspects:
First, the customer should pay attention to the insured prior to read the terms carefully paying particular attention to one of the insurance liability, liability waivers, and claims for truthfully informed understanding of such sum. Avoid Chuxian insurance coverage after they understand the scope and contractual liability insurance coverage may differ.
Second, the business staff should be strengthened to the terms of learning, a profound understanding of the provisions of relevant content, exhibition industry, operating personnel should be as precise as possible when the correct description of the insurance liability, exemption and other relevant content. Avoid post-Chuxian arising because of their inaccurate interpretation of unnecessary disputes.
Third, the business people doing the work of the initial underwriting to avoid or do not meet underwriting conditions, adverse selection with groups of people through their own insurance.
Fourth, the customer once the Chuxian, the relevant right holders or business personnel should report promptly to the claims department, and pay attention to a number of claims of knowledge, as soon as possible a good collection of relevant documents to help clients handle the relevant procedures. If the process of handling problems, please get in touch with the claims department, for support.
Fifth, applications, power of attorney and other related materials should be carefully filled to avoid unnecessary problems. Special report or when the application should inform the correct contact to ensure that claims personnel and to contact with relevant persons.
Sixth, in the process of handling claims cases, such claims need to provide the relevant customer or business information, customers or business personnel should be timely feedback with the claims officer.
Seventh, such as business persons entrusted by the client to receive insurance money, business personnel should be timely delivery of customer's hands, to avoid the insurance money to stay longer in their own hands which led to the company's adverse effects.
Eighth, the company a second-tier departments to strengthen communication and understanding and establish a good working relationship will help insurance claims services to enhance the overall timeliness.
Ninth, the insurance company claims departments should further foster a sense of service, improve service attitude, and as much as possible to simplify the cumbersome procedures to facilitate first-line and customer claims processing procedures.
