汽车保险理赔的分析

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专科毕业论文

题 目：汽车保险理赔的分析 学生姓名：宁鑫 学 院：能源与动力工程学院 系 别：交通运输系 专 业：汽车检测与维修 班 级：汽检09 指导教师：林丽华教授

二〇一二年六月

摘 要

车险已经成为与社会公众关系最紧密、感受最直接、利益最明显的保险业务

领域之一。其中最引人注意的是车险理赔问题，理赔服务质量的好坏，直接关系到消费者对保险行业的感观，涉及到行业的信誉和形象。现如今存在的车险“理赔难”的问题值得深思，探讨如何采取有效措施解决理赔难的问题。在车险经营的许多环节中，车险理赔成为许多人关心的重点问题。因为理赔是保险服务的重要环节，它经营的好坏直接关系到整个保险公司的经营质量。现在很多公司为了取的业务规模，不断降低费率，利用应收等一系列的非法手段去争取市场。面对这些不良的现象，各家保险公司在理赔环节都非常重视并大力投入，特别是金融危机的冲击下，提高汽车保险理赔服务和如何提高理赔服务质量已经成为保险发展的重要问题。 综合理赔难的形成是一个复杂的过程，同样，解决车险“理赔难”问题，是

一项庞大的系统工程，需要集行业之力内外兼修。除了保险公司自身应当克服其不足之处，还需要保险监管部门、保险行业协会、广大客户以及整个社会的共同努力。

本文参考人保财险的理赔程序及综合国内外车险理赔难的各个角度去分析，

把我国现在存在的现状和弊端以及采取怎样的措施让车险理赔更好的发展，怎样使我国车险理赔正常有序的为人民服务做出了分析。

关键词：汽车保险，理赔，理赔服务流程，对策

Abstract

Auto insurance has become the public most closely with feelings, interests, the

ost direct the most obvious insurance field. One of the most notable is the insurance claims, claims the service quality, directly related to consumers on the insurance industry 's sense, related to the industry 's reputation and image. The present insurance" claims to" questions worth thinking, to explore how to take effective measures to solve the difficult problem of claim. insurance is an effective way of dealing with risk, namely people may be carried through the risk and obtain the corresponding security. Because the claim insurance service important link, its operation is directly related to the insurance company's management quality. Now many companies in order to get the business scale, continue to lower rates, use of accounts receivable and a series of other illegal means to strive for the market. undesirable phenomenon, the insurance company to claim links have attached great importance to and vigorously into, especially under the impact of the financial crisis, improve the car insurance claims service and how to improve the quality of service of insurance claims has become an important problem for the development of.

Comprehensive claims to formation is a complex process, the same car insurance,

solve "claims to" problem, it is a huge systematic project, need to set the power sector both inside and outside. company should overcome its shortcomings, also need the insurance regulatory department, the insurance industry association, the majority of customers so that the joint efforts of the whole society.

This reference to PICC Property insurance claims process and integrated

domestic and foreign auto insurance claims to all the way to analysis, our country exists now and the drawbacks of the current situation and how to take measures to make the claim better development, how to make our country insurance claims in the normal and orderly service for people to make an analysis.

Key words：ar insurance, auto claims, claims service process, problems,

countermeasures

目录

前 言 ............................................................. 1

第一章 绪论 ........................................................ 2

1.1汽车保险的起源............................................... 2

1.2 汽车保险的发展 .............................................. 2

1.2.1 汽车保险在国外的发展................................... 2

1.2.2 汽车保险在国内的发展................................... 3

1.3 汽车保险的意义 .............................................. 3

第二章 汽车保险与理赔理论概述 ...................................... 5

2.1 汽车保险的定义 .............................................. 5

2.2 汽车保险的类型 .............................................. 5

2.3 汽车保险的作用 .............................................. 7

第三章 我国汽车事故理赔服务模式 .................................... 8

3.1 汽车保险与理赔情况 .......................................... 8

3.2. 理赔程序 ................................................... 8

3.3承保和理赔关系及流程......................................... 8

3.3.1承保流程图 ............................................. 9

3.3.2理赔流程图 ............................................ 10

4.1汽车理赔工作的特点.......................................... 11

4.1.1被保险人的公众性 ...................................... 11

4.1.2损失率高损失幅度较小 .................................. 11

4.1.3标的流动性大 .......................................... 11

4.1.4受制于修理厂的程度较大 ................................ 11

4.1.5道德风险普遍 .......................................... 11

4.2汽车理赔的基本原则.......................................... 12

4.2.1 树立为保户服务的思想.................................. 12

4.2.2重合同、守信用、坚持“八”字原则 ...................... 12

5.1查勘定损和理算相统一的管理模式.............................. 13

5.2理赔服务内部管理不完善...................................... 13

5.3车险承保与理赔环节存在的问题................................ 13

5.3.1承保环节存在的问题 .................................... 14

5.3.2理赔环节存在的问题 .................................... 16

第六章 完善车险理赔的对策 ......................................... 19

6.1建立专业损失评估标准........................................ 19

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