【作者】 侯建华；

【导师】 王丽华； 戴强；

【作者基本信息】 吉林大学 ， 项目管理， 2013， 硕士

【摘要】 近年来，随着居民收入水平的不断提高，车辆的销售量也日趋增长，同时随着保险意识的不断普及，使得车辆保险的投保率以及相应的保险公司的车险保费收入显著提高。汽车保险是近代发展起来的险种,它晚于水险、火险、盗窃险以及综合险。保险公司承担机动车保险的具体操作就是依据火险、水险、盗窃险等常见险种的实践经验而来的。但是，车险业务的发展却异常迅速,如今已经成为财产保险业中的主要业务险种。对各大保险公司，尤其是财险公司而言，车险业务早已成为其经营成败的关键。车险业务主要可以分为承保及理赔两大部分，由于承保环节直接关系着保险公司的保费收入以及员工自身的绩效收入，因而对于承保环节的服务大部分保户是满意的。然而，对于理赔环节，由于制度、监管等的缺失，往往造成保户的极大不满。就保险公司自身而言，理赔环节出现的种种问题，也导致了较高的保户流失率以及较高的赔付风险，从而间接降低了营业收入。目前，理赔环节出现的问题已经成为制约保险公司车险业务发展的重要因素，引起了业界以及学界的广泛关注。本文着眼于华安保险股份有限公司的车险理赔业务，运用理论分析和实证分析相结合的方法。首先介绍了机动车辆保险业务以及当前车险理赔业务的相关理论；其次，分析华安公司车险理赔流程目前存在的诸多问题，例如流程周期长、流程设计单一、审批环节过多、缺乏风险控制等，并在此基础上分析了形成上述问题的成因；接下来介绍相关项目管理理论，包括WBS工作流分解方法以及其他核心流程相关理论，分析并提炼出华安公司车险理赔业务的核心流程。最后，进行车险理赔业务流程的优化，明确了车险理赔流程优化原则、步骤，并从客户、内部业务流程以及企业学习与成长角度进行了效果分析，希望能提高华安公司车险理赔效率、提升客户对车险理赔的满意程度，同时控制华安公司车险经营风险，降低车险赔付率。希望本文的研究能够促进各大保险公司的车险理赔环节向更能够适应市场经济发展的状态转变，从而对保险业管理有所贡献。更多还原

【Abstract】 In recent years, with the continuous improvement of people’s income level,vehicle sales are becoming increasingly growth With the growing popularity ofinsurance awareness, making the vehicle insurance insurance rate and insurancecompanies auto insurance premium income significantly increased. Auto insurance isa modern developed insurance late in marine insurance, fire insurance, theft insuranceand comprehensive insurance. Insurance companies bear the specific operation of themotor vehicle insurance is based on the practical experience of the common types ofinsurance such as fire insurance, marine insurance, theft insurance from. However,the development of the auto insurance business is unusually rapid, has now becomethe principal business of insurance in the property and casualty insurance industry.The major insurance companies, in particular, property insurance companies, autoinsurance business has become the key to the success of their business. Autoinsurance business can be divided into two major parts of the underwriting and claimssettlement, thus underwriting services directly related to the premium income of theinsurance company as well as its own staff performance income underwriting, mostpolicyholders are satisfied. However, for implementing the claims, due to the lack ofsystem, regulatory, often resulting in the great dissatisfaction of the policyholders.Insurance company itself, the problems of implementing the claims, also led to higherpolicyholders turnover rate and higher payment risk, and thus indirectly reducing theoperating income. Claims part of a problem has become an important factorrestricting the development of the insurance company auto insurance business, causing widespread concern in the industry and academia.This article looks at the SINOSAFE GENERAL INSURANCE Co., LTD..auto insurance claims business, the use of the method of combining theoreticalanalysis and empirical analysis. First introduced the theory of the automobileinsurance business as well as the current auto insurance claims business; Second,analysis of the SINOSAFE GENERAL INSURANCE Co., LTD.. auto insuranceclaims process there are many problems, such as long process cycle, a single processdesign, too many links in examination and approval, lack of risk control and Based onthis analysis of the causes of the formation of the above-mentioned problems; thenext related projects management theory, including WBS Workflow decompositionmethods as well as other core processes theory, analysis and extract the coreprocesses of the business of SINOSAFE GENERAL INSURANCE Co., LTD.. autoinsurance claims. Finally, the auto insurance claims business process optimization,clear the auto insurance claims process optimization principles, steps, and fromcustomers, internal business processes and learning and growth perspective ofeffectiveness analysis, hoping to improve the SINOSAFE GENERAL INSURANCECo., LTD.. auto insurance claims efficiency and improve customer auto insuranceclaims satisfaction, while controlling the SINOSAFE GENERAL INSURANCE Co.,LTD.. auto insurance business risk, reduce auto insurance loss ratio.I hope this study can contribute to major insurance companies auto insuranceclaims links to more able to adapt to the development of market economy statuschanges in order to contribute to the management of the insurance industry.更多还原