Insurance claims overall satisfaction index decline Shanghai insurance services 81.7%

Jiefang daily · weekly insurance and insurance of the Department of Fudan University Shanghai insurance service satisfaction survey for the fifth time, 4 months, through street survey, Internet survey and investigation of insurance company network forms of Shanghai insurance overall satisfaction and satisfaction with vehicle insurance services for research, has recently come to a close. As an important outcome of the investigation, the 2011 Shanghai insurance service satisfaction survey will be held tomorrow (June 9) in the sixth Shanghai insurance group. The survey showed that overall satisfaction index of 81.7% Shanghai insurance services this year, 82.72% slight decline cent over the same period a year earlier. This is also the last 5 years, Shanghai insurance service satisfaction declines for the first time. 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In insured service scoring in the, to out "very satisfaction" and "satisfaction" evaluation of by visit who total accounted for than 58.33%, more last year decline 5.95%; in daily service scoring in the, to out "very satisfaction" and "satisfaction" evaluation of by visit who total accounted for than 59.49%, per cent decline 8.73%; in claims service scoring in the, to out "very satisfaction" and "satisfaction" evaluation of by visit who total accounted for than 56.75%, per cent decline 6.09%. However, insurance companies in the past year, in the improvement of basic services standards efforts, won the broad consumer acceptance. Investigation found, in insured process in the, think does not understanding by purchase of products, and think by purchase products does not cost-effective, and think payment way does not facilitate of by visit who proportion are reduce has; in daily service in the, think customer service personnel to successfully of solution problem of by visit who proportion for 58.03%, per cent improve has 3%; in claims service in the, think claims procedures does not facilitate, and claims personnel does not professional, and claims does not quickly and claims gold does not reasonable of by visit who proportion respectively has 2%-5% of decline. Fudan University, Department of insurance Director Chen Dongmei believes that this year, the Shanghai insurance service satisfaction index constituted a "spindle" scoring total of the situation. This shows that insurance companies also are in the process of increasing consumer satisfaction a greater space could be improved, for example in efforts to integrate the satisfaction index of at least "not very satisfied" and "unsatisfactory" proportion of the sum of about 12% of 10% less from now, so that more consumers are "satisfied" rather than "satisfied". Bank, telephone sales channel admired survey report also held by Shanghai consumers insurance products. In the past year, Shanghai consumers holding top 5 types of insurance products is held with the most rate of 19.29% per share insurance, health insurance, hold holding a rate of 14.94% rate 13.82% car insurance, old-age insurance and hold holding a rate 13.38% rate 10.14% accident insurance. The survey results compare with actual market sales accounted for anastomosis. According to the Shanghai Insurance Association statistics, in 2010, the total life insurance company dividend insurance premium revenue of 45.158 billion yuan, an increase of 51.22%, the city's total premium income of life insurance 67.23% city's casualty company total motor insurance premium revenue of 11.537 billion yuan, an increase of 28.19%, 56.88% of the total casualty total premium income in the city. The survey also found, banking channels and telephone channels are becoming more and more consumer choice in Shanghai. This year, purchase insurance products through Bank channels of respondents reached 17.73%, survey compared with last year increased by 7.45% proportion of respondents by telephone channels to purchase insurance for 11.55%, rose 6.96%. Fudan University, Department of insurance Director Chen Dongmei believes that, in recent years, the restructuring of the life insurance company, push products, especially in key business channel led by banks, have introduced protection of strong dividends and dangerous, resulting in consumers hold a percentage of dividends insurance rising fast. Survey shows that 44.77% of the respondents purchase insurance products because of taking into account the risk protection. In addition, the extraordinary growth of private car ownership in Shanghai also have unprecedented telephone car insurance channel development. By contrast, possession of property, liability insurance, endowment insurance, investment and even danger of respondents share is less than 5%, also shows Shanghai insurance market has very broad prospects for development in diversified products. The survey also found that another phenomenon, namely, Shanghai respondents at the time of purchase insurance, select reason insurance companies are more rational. Among them, only to "brand" as reasons for the purchase of respondents share is 44.04%; to "recommend" proportion of respondents for the purchase of grounds of 43.84%. Enhance informed advocacy, reduce telephone harassment in the course of the investigation, the investigation team also finishing 972 respondents made suggestions and comments. In these observations and recommendations in the "good faith" and "communication" and "professional" as keywords. Among them, more than 60% per cent of respondents considered that the insurance company insured inform instructions should be strengthened. Especially in the insurance services in the investigation, that sales is not clearly in bad faith, sales staff inform the rights and obligations has increased the proportion of respondents. Many respondents criticized were made against the insurance companies too frequent telephone harassment. In their view, moderate amount of insurance companies in the telemarketing process should note, as far as possible avoid consumer antipathy; should be according to the wishes of the customer, telephone return in the form of advisory services and new product introduction; should provide a clear complaint channels, increase the rate of customer service phone connected. In January this year, Shanghai insurance Council at the conclusion of the "25" development of experiences and lessons learned, it stressed that anyWhere the protection of the interests of the insured at all times as a fundamental objective of the regulatory work. Insurance industry to consolidate resources to strengthen and promote insurance awareness, guide the insurance needs of the consumers the right to buy the right insurance product. Only respect consumers, protection of consumer interests, have a more broad prospects of development of the insurance industry. Chen Dongmei believes that insurance agent or insurance market today's most important sales channel, this channel of smooth and perfect good degree relates to the operation of the entire insurance market. Agent while in the pursuit of sales performance, should take into account the interests of buyers, effectively complete informing this most basic of requirements. Insurance companies should concentrate our efforts on this issue, lets the consumer can rest assured to buy can be satisfied, obtain a win-win.