保险理赔存在的问题及解决对策1.doc

保险理赔存在的问题及解决对策 摘要 保险理赔既是保险业务处理程序的最后环节，又是评估其他工作效率的最佳手段。更是保险人履行经济补偿和社会管理职能的具体体现，是验证保险公司业务质量和服务质量最重要的环节，通过处理理赔纠纷可以发现保险公司在业务承保这个“进口”和后续服务中存在的问题。一般说来，保险理赔工作的基本程序如下：接受出险通知——现场勘查——责任审核——损失核算——损余物资处理——赔款给付——代位追偿。保险理赔工作一般应坚持“主动、迅速、准确、合理”的原则。然而我国保险公司的理赔服务却还远远达不到以上要求，“投保容易，理赔难”的现象比较普遍。严重影响了保险业的健康发展。笔者拟从保险公司、客户、保险监管部门、保险行业协会、外部环境等角度入手，逐一分析不同因素对保险理赔的影响，并在此基础之上，提出了对应的解决措施，以期望对保险理论与实践有所裨益Insurance claim problems and solutions Abstract Insurance claim is insurance business handlers last link, and evaluate other productive best means. More performance, financial compensation and social management functions of insurance companies, is to verify that the quality of service and service quality of the most important aspects, by handling claims disputes can be found in the insurance company underwriting the import and subsequent problems in service. Generally speaking, the basic insurance claim procedures are as follows: accept accident notification-scene investigation — responsibility audits — accounting — the loss of material handling — while paying reparations payments — subrogation. General insurance claim should insist on active, fast, accurate and reasonable principle. But Chinas insurance claim service is still far short of the above requirements, the insured easy, claims hard to compare the phenomenon. Serious impact on the development of the health insurance industry. The author intended from insurance companies, customers, insurance regulators, baoxianxingyexiehui, external environmental factors, analyse the different factors on insurance claims, and a corresponding measures, to expect the theory and practice on insurance. Key words Insurance; claims; analysis; efficiency; countermeasures 保险理赔存在的问题及解决对策 1. 我国保险理赔低效率的表现 1.1 现场勘查难 保险公司有关理赔的规章制度要求第一现场勘查率力争达100%，而实际工作中却达不到70%。虽然，保险条款和索赔须知明确要求，发生保险责任范围内的灾害事故，要在第一时间通知保险公司。可实际上，由于缺乏法律层面的理赔规定，加之执法人员的职业素质和事故当事人的不良动机，使保险理赔的责任判定和实际损失的认定，充满了不确定因素。为了准确认定责任损失，防止骗保现象的发生，保险公司一般都会制定严谨的理赔程序，依据气象、水文、公检法等代表国家权威部门或关联单位出具的相关证明，作为理赔处理的重要或唯一证据。但从目前