财产保险公司客服部工作总结(2

1、财产保险公司客服部工作总结( Work summaryof customer service department of property insurance company )Strengthen management and seize the marketStrive to create a new situation in property insurance managementThe 20 year is an important year for the insurance industry to seriously implement the spirit of the 17t

2、h Party Congress, it is a crucial year for the XXproperty insurance company, started to establish the image of the company brand, is our XX company facing heavy pressure, to tackle tough extraordinary year.Under the strong support and correct leadership of the superior company, through the joint eff

3、orts of all staff, we have completed the task index issued by the superior. Up to now, the total premium income of RMB 10000 yuan, an increase of%, net premiums earned 10000 yuan, net profit of 10000 yuan, the loss rate of%. The main work is reported as follows:First, the main measures taken(1) gras

4、ping management and improving the standard of management in an all-round wayFirst, establish and improve the system. Wecontinue to improve and perfect the management rules and measures for the implementation of the internal control system, management regulations, and formed a complete set of managem

5、ent system, the customer service and the behavior of people are to go within the scope of control system, rule-based.Two is to strengthen business management. In business management, mainly is to regulate the claims process and supervision and inspection, adopt scientific, reasonable and practical p

6、rocess, standardize and restrict the claims work, such as: the development of the practice, claims surveying work flow, makethe claims process scientific, reasonable and practical, while strengthening the supervision of all aspects of the check, so as to improve the whole level of claims.Three is to

7、 improve the assessment mechanism. With the increasingly fierce competition in insurance, new situation, new system, new modeand new strategy coupled with the listing of the face, we must enhance the level of management in the company, resulting in the competition in the development and progress in

8、the competition. In addition to continuing to consolidate and adopt effective measures in the past, we have also introduced and adopted a scientific management system in accordance with the relevant provisions of the higher authorities, and promulgated a series of management rules and regulations an

9、d assessment methods. In the daily management, earnestly strictly according to the parent company of financial management regulations, document management regulations and the relevant provisions of the underwriting, and actively carry out the work, strict, careful examination, because of their worki

10、ng attitude, business accounting, special inspection organization in class makes our company documents managementacceptance, document binding, management of receivable premiums and a number of checks in the parent company received.(two) pay attention to sales, and actively explore the marketFirst, w

11、e should implement the task index at various levels.At the beginning, we madea comprehensive analysis for regional insurance market changes and 20 annual premium income, the higher the company issued indicators of our company are the layers of decomposition, the plan is divided into monthly plan, mo

12、nthly inventory, monthly implementation, to ensure effective implementation of the plan of timely monitoring and adjustment. In the formulation of the annual task, fully consider the optimization of insurance structure and business underwriting quality, further defined the assessment method, the com

13、prehensive loss rate as an important data of year-end assessment.Twois to increase market expansion efforts. This year, we have strong insurance and property insurance for enterprises, develop new projects and new construction in the new car market as a priority among priorities of work, based on gr

14、asping the business quantity, and resolutely discard junk repeatedly repeatedly lose business. We establish contact with local government departments, informed in advance of new projects, new projects on the list, and to establish friendly relations and cooperation with the traffic police department

15、, car dealers, and ask them to help us collect and provide new information on newbusiness, potential newmarkets do well, actively grasp the market, eliminating the competition brought by the objective the causes of business instability. For lost business, we require the business office to the full y

16、ear loss of business are listed in detail, and down to the relevant departments, public relations requires increased efforts to find out thecauses of de Paul, indeed, production enterprises resale of scrapped vehicles, provided by the managers of the loss of exact proof; competition, we must not neg

17、ative exit, but take the initiative to attack the door, listen to opinions and suggestions, improve service means, break, strive for comprehensive return.Three is to actively participate in competition. In the face of external competition brought about by the pressure of business, we always remain c

18、alm and calm, objective reality facing the situation, actively seek countermeasures, and competitors launched a brand war, service war. The company has to report to the leadership of the local government work report, we highlight how to increase support for the local economic construction, how to fo

19、cus on the local government center to carry out the work, we actively participate in the national entrepreneurship research activities, and led a visiting individual and private economic enterprises, not only the government satisfied with our enthusiastic participation in local work, also for us to

20、correctly adjust the business development direction, to provide insurance to small and medium-sized enterprises, active service they affirmed, and to our work to give a lot of ground tilt. We require all the middle-level cadres out of the office for all small and medium-sized enterprises must person

21、ally visit, deep and old customers in the enterprise, enterprise customers to employ information officers, liaison; must face the interpretation of the terms of service and commitment to project all newinsurance customers, not break contact with the enterprise, the implementation of zero distance co

22、ntact, as long as the customer needs on the provision of service.Four is to increase market share. According to the current situation and source, we at the beginning of the year, after careful research and analysis, to determine this year to motorcycle insurance, family property insurance, personal

23、accident insurance and student insurance this year as the scattered assault, first contact with the traffic police, city law enforcement departments, ask them to help us motorcycle insurance agent. At the same time, with the education department to get in touch with, the team membersand manytimes in

24、 charge of education leadership, director of education coordination, and ultimately obtain their trust, just makeour learning insurance business breakthrough.Five is to carry out labor competition. Our company according to the related competition requirements, actively cooperate with the labor compe

25、tition activities, and to organize the motorcycle, liability insurance, accident insurance and other assault activities, to create a healthy and lively, race each other and forge ahead in unity of business development environment. Especially at the end of the year, our top landslide and weakness at

26、the end of home insurance insurance sources less reasonable, decomposition goals, layers of implementation, since the pressure, run enterprises, run a personal family, Bibi, a copy of the final good performance over the completion of the tasks assigned by the company.Six is to pay close attention to

27、 claims management. This year, we pay close attention to the quality of the first guard off claims, loss, do both strict and accurate; secondly, hold the nuclear price, accurate and reasonable; finally, takeresponsibility, that is to define the insurance liability, strict insight into the compensati

28、on fraud case carefully handle cases strictly eliminate unreasonable exclusions, claims. According to statistics, as of now, cracked fraud cases, twelve cases, eliminate unreasonable compensation, total compensation for the company to reduce the million yuan, the actual profit for the company to cre

29、ate a million.(three) pay attention to service and set up a good image of insurance industryServing the broad masses of the people is the fundamental purpose of the development of the insurance industry. It is the starting point and end result of insurance work to continuously meet the insurance nee

30、ds of the people. Service is the tenet of insurance enterprise and the core content of customer service center. In customer service, we strive to achieve active rapid, reasonable and simple, thoughtful, anxious customers, customers want to think, do the compensation must compensate in place, should

31、not lose no excessive pay, should not lose will strive to makecustomer satisfaction, through our ideological work and doing things. Art, make claims work more closer to customers, more to promote the development of the business.First, change the concept of service, and do live insurance service. To

32、ensure the satisfaction of the insured, we further launched the commitment service and limited time service, the implementation of the companys rights within the compensation day payment, super company reported the approval of the case 5 days compensation. The establishment of thepromise service sys

33、tem has effectively fulfilled the promised service time, and the average settling speed is about 3 days ahead of schedule, which has been well received by the insured.Two is to change the work style, improve work efficiency. We simplify procedures and implement one-stop service,Let yourself break th

34、e previous household business office, all the process of the business hall office, and set up clear signs in the hall window, with guide office staff consultant, the insured shall finish all the formalities in a can. At the same time, the implementation of business time limit system, each business f

35、or the longest is not more than 5 minutes, to provide convenient and efficient service for policyholders. The implementation of major and case tracking system, the initiative for the insured to the traffic police department to assist in dealing with incidents, to provide insurance services for house

36、hold duties outside, and provides convenience for the insured; in the accident vehicle repair, on-site damage, once closed; in the vehicle repair shop, car repair, ahead of budget, only few households pay the difference the rest, by the company and repair the settlement, alleviate the insured paymen

37、t difficulties, the security guarantees a rapid resumption of production.The three is to establish a brand image of insurance, to create financial security. We issued a standard of service business and personnel management regulations, formulated aseries ofmeasures to regulate the civilized service,

38、 honest and clean service, no matter who violate the interests of policyholders, at the end of the year of my performance in the implementation of one vote veto, so that all our business and claims personnel would be strictly in accordance with the insurance principle. We carried out in a wide range

39、 of civilization, striving to create department civilized service based on the model of labor contest, the etiquette service, civilized language, no service taboo, listing services, the exhibition industry, send the indemnity to visit and other activities, and to dress, instrument, environmental hea

40、lth, interior detail standard the Secretary for the environment, construction personnel and spirit to create a comfortable take on an altogether new aspect, in order to protect environment insurance.(four) grasp the team, constantly improve the quality of staffFirst, ideological education should be

41、strengthened. We have always put the ideological education of Party members and cadres in the first place of work, so that we can learn, have system, plan, record and communicate. We adhere to the two regulations, the Party Congress and the seventeen session of the third, fourth, Fifth Plenary Sessi

42、on of the spirit of learning, through learning, further correct and improve thinking and understanding, enhance political acumen. Strengthen party conduct construction work, regularly held democratic life, advocating the establishment of democracy, solidarity, positive and upward cadres at work in t

43、he implementation of relative avoidance system, vehicles for personal use paid fees to finance the implementation of the first official reception, examination and approval, after registration, then the implementation of management system, guarantee the detailed account.Two is to introduce talents. T

44、he company is able to carry out good business, people are the most critical factor. The company attaches great importance to the selection of talents, recruitment and use of breaking the boundaries of personnel, in fact, to keep people, to retain feelings, to treat people. We take the trick now, tra

45、ining and personnel reserve way, through various channels, extensive recruitment and talent selection from absorbing the claim, the insurance industry and university graduates in a number of excellent, full of vitality, love insurance of young people enter the ranks of property insurance, guarantee

46、the long-term short-term humanresources and in.Three is to strengthen personnel training. In order to improve the service level of the claim settling personnel, the post training must be strengthened. We train and use the existing talents through various forms, encourage employees to learn by themse

47、lves, and improve the professional level and comprehensive quality of all staff. The main content of the training is: the relevant laws and regulations, regulations of the company, the automobile insurance clauses, professional knowledge, technology and related knowledge loss. The training methods a

48、re: combination of centralized training and individual training, combination of theoretical training and practical operation, combination of external training and self training. Each training has a test, each test is linked to performance, comprehensive evaluation at the end of the year.Four is conc

49、erned about employee life. The company has always put the cost to the line tilt, in the thought and the economyhave given the care and help kind to each employee, each staff birthday will receive the companysent a blessing, in order to mobilize the staffs working enthusiasm and creativity, to furthe

50、r enhance the employees sense of mission and sense of responsibility,good atmosphere of the companyunder full unity,hard work, enterprising,For the completion of the companys tasks to lay a solid ideological and talent foundation.Two, the existing problemsLast years work has made some achievements,

51、but there is a certain gap between the superior leadership requirements and household expectations, there are still some problems and shortcomings: one is the conservative ideology, bold enough to work and innovation, work is available, but not in place, work intensity, work is not fine, not ideolog

52、ical work in place, organization, coordination and communication is not enough;the two is to face strong competition in the market pressure, some comrades fear of difficulty, few employees are thinking inertia, lack of market development prospective, initiative, passive, resulting in less business l

53、osses; three is the foundation of customer service has a certain gap, such as: system construction, staffing,work flow, service network andinformation support is not enough; three is not strong sense of service, inadequate measures, service Department and service network is not perfect, the service

54、method is not much, also has no distinctive features.Three. Future plansWith the market changes and competition intensifies, in the future work, we will firmly grasp the initiative of the market, to strengthen the competition for the market, to speed up the market to seize the market, further expand

55、 the market.First, strengthen ideological and political work, strengthen learning, conscientiously implement the companys principles and policies, establish the concept of service, management concept.The two is to change ideas and actively adapt to the exhibition industry managementmodeand new modeof the reform of shares, continue to strengthen the sense of competition and crisis awareness education, st