《汽车保险发展问题研究开题报告（英文版）》

Topic:ResearchontheManagementandRiskControlofChina'sAutoInsuranceIndustryMarketExecutiveSummary(summarizingthepurpose,significanceandexpectedresultsofthestudy)Withthecontinuousimprovementofresidents'livingstandardsandthegradualincreaseofcarownership,thedevelopmentofinsurancecompanies'carinsurancebusinessisextremelyrapid.Motorvehicleinsuranceplaysanimportantroleinthebusinessofpropertyinsurancecompanies,whichisdirectlyrelatedtothepremiumincomeandmarketshareofpropertyinsurancecompanies.Theoperationofautomobileinsurancedirectlyaffectstheoperationresultsandlong-termdevelopmentofinsurancecompanies.Inrecentyears,withthecontinuouspromotionofthereformofvehicleinsurancefee,thecompetitionofvehicleinsurancemarketisbecomingincreasinglyfierce.Duetotheinfluenceofvehicleinsuranceratecontrol,vehicleinsuranceproductstendtobehomogeneous,butcustomerdemandismorediversified.Theregulationofcommercialautoinsuranceratereformforcespropertyinsurancecompaniestoshiftthecompetitionofautoinsurancefrompricecompetitiontobrandcompetitionandservicecompetition.Therefore,asthesourceandultimatevalueofinsuranceprotection,autoinsuranceclaimsaredirectlyrelatedtocustomerloyaltyandrenewalrate.However,duetothephenomenonof"payingmoreattentiontounderwritingthantoclaims,andpayingmoreattentiontobusinessthantoservice"intheindustryintheearlystage,thecontradictionbetweenthesustainabledevelopmentofautoinsurancebusinessandthecurrentabilityofautoinsuranceclaimsservicehasbecomeincreasinglyprominent.Theproblemsexposedineachlinkofclaimsettlementoftenincreasetheoperatinganddevelopmentcostsofinsurancecompanies.Atthesametime,itbringsacertaindegreeofmoralhazard,whichinturnhasbecomeanimportantfactorrestrictingthedevelopmentofinsurancecompanies'autoinsurancebusiness.Basedontheliteraturereviewathomeandabroad,thispaperusesthemethodofcombiningtheorywithpracticetoanalyzetherelevantdataandrefertoalargenumberofliterature.Thispaperisdividedintofiveparts.Inthefirstpart,theresearchbackgroundandrelatedtheoreticalbasisarebrieflyintroduced.Thesecondpartsummarizestheresearchofscholarsathomeandabroad.ThethirdparttakesXcompany'sautoinsuranceclaimmanagementasacasestudy.Basedontheanalysisofthecurrentsituationofitsautoinsuranceclaimmanagement,bycomparingandstudyingthedataandindicatorsinvolvedinautoinsuranceclaimmanagement,itexploresandfindsouttheproblemsexistinginthecompany'sclaimmanagement,suchaslongprocesscycle,highdependenceonservicelossassessmentandweakriskcontrolability.Then,throughtheanalysisanddiagnosisoftheexistingproblemsofclaimsservice,thepaperanalyzesthecausesandsummarizesthemaincausesoftheproblems.Amongthem,therearedefectsinthemanagementorganizationstructure,lackofhumanresourceallocation,smallauthorityandmanyapprovalprocesses.ThefourthpartcombinestheresultsofthepreviousanalysisandtakestheactualproblemsexistinginthecurrentclaimssettlementofXcompanyastheguidance,fromadjustingandimprovingtheorganizationalstructure,usingecrsianalysismethodtooptimizetheclaimssettlementprocess,promotingtheconstructionofclaimscustomerrelationshipmanagement,strengtheningtheconstructionofprofessionalclaimssettlementteam,improvingthequalityofclaimssettlement,andimprovingthequalityofclaimssettlementInordertofurtherimprovethequalityofinsurancecompany'sautoinsuranceclaims,sixaspectsofstrengtheningthemanagementofhumaninjurycasesandimprovingtheriskcontrolofautoinsuranceclaimsareputforward.Thefifthpartisthesummaryofthefulltextandtheprospectoffutureresearch.ThroughtheresearchontheclaimmanagementofXcompany,thispaperhopestostrengthenandimprovetheclaimservicequalityofthecompanyandenhancecustomersatisfaction.Atthesametimeofreducingthecomprehensivecostofautomobileinsurance,thecompany'smarketcompetitivenessisconstantlyimproved.Ontheotherhand,italsohopestoprovidesomereferenceforothersmallandmedium-sizedpropertyinsurancecompanies,promotethepropertyinsurancecompaniestoimprovethemanagementofautoinsuranceclaimserviceafterthereformofautoinsurancerate,andpromotethesteadydevelopmentofautoinsuranceoperation.ResearchOriginandProblemStatement(2.0):Withthecontinuousdevelopmentofsociety,thelivingstandardandconsumptionabilityofurbanresidentscontinuetoimprove,andtheproductiontechnologyofautomobilemanufacturingindustryisbecomingmoreandmoremature.Moreandmoreurbanresidentschoosecarsasmeansoftransportation,andthenumberofmotorvehiclesisincreasing.Thishasalsoledtothedevelopmentoftheautomobileinsuranceindustry,andtheproportionofautomobileinsuranceintheinsuranceindustryisgraduallyincreasing.In2019,thepremiumincomeofvehicleinsuranceinChinawillreach818.8billionyuan,accountingfor62.91%ofthetotalpropertyinsurancebusiness.Itcanbeseenthatvehicleinsurancebusinessoccupiesamajorpositioninpropertyinsurancebusinessandisthemaintypeofinsuranceoperatedbypropertyinsurancecompanies.Althoughtheautoinsurancebusinessoccupiesanimportantpositioninthefieldofpropertyinsurance,theoveralldevelopmentoftheautoindustryisweak.Automobilemarketsaturation,urbancongestion,environmentalpollution,risingcostsandotherfactorsarethekeyreasonstolimitdomesticautomobileproductionandmarketing.Andthedepressionofautomobileproductionandmarketingindustrywillbenormalforaperiodoftime.AsofApril2019,thereare87propertyinsurancecompaniesinChina.Forsmallandmedium-sizedpropertyinsurancecompanies,thecompetitivepressureoftheindustryisincreasing,andthecustomermarketisgraduallyshrinking.Thesurvivalpressureofsmallandmedium-sizedinsurancecompaniesistoobig,whichwillinevitablyleadtotheviciouscirclecompetitionof"emphasizingscaleandneglectingservice".Withthecontinuousinterventionofgovernmentpolicies,thevehicleinsuranceratehasbeenchangedthreetimessince2015,andtheindustrystandardofthesamepriceandqualityhasgraduallyformedinthemarket.Thisalsomeansthatthecompetitivemodeofrelyingonpricereductiontoattractusershasbeeneliminated,andtheconsumergroupspaymoreattentiontothediversityanddiversificationofserviceswhenconsideringthefactorsofinsurance.Amongthemanyservicesofinsurancecompanies,claimserviceisthemostconcernedserviceitem.ResearchPurpose(3.0):ThispapertakesXcompanyastheresearchobject,summarizesandanalyzesthecurrentsituationofitsclaimmanagement,clarifiestheexistingproblemsandthecausesoftheproblems,andputsforwardmeasuresandsuggestionstooptimizetheriskmanagementofautomobileinsurance.Soastooptimizethevehicleinsuranceservice,returntothesourceofinsurance,improvethecompany'smarketcompetitiveness,improvecustomersatisfaction.Finally,thecompanyX'sautoinsuranceclaimsandevenautoinsurancebusinesscanbebetterdeveloped.4.0ResearchScopes:Predecessorshavedonealotofresearchoninsurance,butmostofthemfocusonthestructuralanalysisofthewholeinsuranceindustryoracertaininsurancebusinessatacertainstageofdevelopment,andlessonacertaininsuranceserviceofthecompany.Theimprovementofclaimmanagementqualitycaneffectivelypromotetheimprovementofthecompany'sinternalautoinsurancebusinessriskandmanagementsystem.Formclosetothecustomergroupclaimsconcept,andthenformaperfectclaimmanagementmode.Fromtheperspectiveofcustomers,theestablishmentofasoundclaimsmanagementsystem,effectivefromcustomersatisfaction,vehicleinsuranceclaimsriskmanagement,vehicleinsuranceclaimsprocessimprovementandotheraspectsofspecialoptimization,inordertopromotethedevelopmentofvehicleinsurancebusiness,isthefuturedevelopmentdirectionofvehicleinsuranceclaims,butalsothegoalofeachinsurancecompanytoenhancetheirownvehicleinsurancebusinessability.Eachinsurancecompany'sclaimmanagementhasitsownparticularity,buttherearesomesimilaritiesamonginsurancecompanies.Theresearchofthispapercanalsoprovidereferenceforinsurancecompanieswithsimilarsituations,soastopromotethehealthydevelopmentofthewholeautoinsuranceindustry,andultimatelypromotetheimprovementoftheoperationandmanagementlevelandriskmanagementlevelofautoinsuranceenterprises.5.0Hypothesis/researchQuestions:themainpurposeofinsurancebusinessistoletcustomershavenoworries.Whencustomersareoutofdanger,itisanimportantwayforinsurancecompaniestobuildbrandimagetosolvetheproblemofcompensationtimely,quickly,legallyandreasonably.Accordingtotheanalysisofindustrydata,theexpectedultimatelossratioofnationalcommercialautoinsurancein2019willexceed55%,withayear-on-yearincreaseof3percentagepoints.Therefore,thewindowfunctionofclaimsettlementismoreandmoreobvious,andthequalityofclaimsettlementservicehasbecomethecoreindextomeasuretheservicequalityofinsurancecompanies.Improvingthecompany'sclaimservicequalitycannotonlyimprovethecompany'soverallservicequality,butalsoprovidecustomerswithgoodserviceexperience,thusenhancingthecompany'sreputationinthecustomergroup,soastoattractmorecustomerstothecompanytotakeoutcarinsurance.Theresearchofthispaperisalsobasedonthis.Xcompanymustalsostartfromclaims,vigorouslypromotethereformandoptimizationofclaimsmanagement,improveitsautoinsuranceoperationability,soastoreducetheriskoftheindustry.6.0LiteratureReview:Asfortheresearchontheoperationandclaimsofautomobileinsuranceenterprises,scholarsathomeandabroadmainlystudythefollowingfouraspects.First,theresearchonclaimsserviceofautomobileinsurance.Insuranceindustryisaservice-orientedindustry.Asabasicresearchofinsuranceindustry,theresearchonautomobileinsuranceclaimserviceisthefocusofscholarsandsociety.FouladvandMEandDaroonehAH(2005)taketheactualclaimmanagementofpropertyinsurancecompaniesasanexample,analyzesanddemonstratesthecurrentdevelopmentofclaimbusinessofpropertyinsurancecompaniesfromthetwolevelsofpropertyinsurancecompaniesandtheinsured,andconcludesthatimprovingthequalityofclaimserviceisthekeywayforthedevelopmentofpropertyinsurancecompanies.LuXixi(2015)tookPing'ancompanyasanexampletostudythecarinsuranceserviceofPing'aninsurance,andfoundthepriceproblemsintheprocessofdeterminingandcheckingthelossofcarinsurance.Proceedingfromthereality,sheputforwardseveralsuggestionstoimprovetheclaimprocessofmotorinsuranceofpropertyinsurancecompaniesinChinaatthepresentstage.Fromtheperspectiveofcustomers,XuBing(2019)analyzedthattheclaimprocessshouldstartfromtheperspectiveofcustomersatisfaction,consultmorecustomers'opinions,andconstantlyimprovetheclaimservice.Thesecondisabouttheefficiencyandqualityofautomobileinsuranceclaimservice.ScholarMasangsanN(2003)fromhisownworkexperienceshowsthattheimprovementofclaimservicequalityofpropertyinsurancecompaniescannotonlyrelyonthecompany'sownservicedepartment,butalsofullycommunicatewithcustomers,consulttheiropinionsandunderstandtheirspecificneeds.HanXiaohui(2014)alsoputforwardsimilarsuggestions.BycomparingtheservicemodesofChineseandforeignautoinsuranceclaims,thispaperanalyzestheproblemsexistinginChina'sautoinsuranceclaims,suchasignoringcustomerdemand,lowclaimefficiency,andlowutilizationrateofnewtechnology.Intheprocessofautoinsuranceclaimsettlement,itisnecessarytofullyconsidercustomersandcustomerservice(hospital,maintenancefactory),establish"chain"claimsettlementservice,andcomprehensivelyimprovetheautoinsuranceclaimsettlementprocessbyusinginformationtechnology.Thethirdisabouttheresearchofclaimriskandantifraud.Segovia-VargasMJetal(2015)mainlystudiedtheimpactofmoralhazardonthesettlementofclaimsinautomobileinsurance.Hestressedthatthroughskillstrainingtohelppropertyinsurancecompanyemployeespreventandidentifyproblemsthatmayoccurintheprocessofclaimssettlement.LuoTianyu(2015)studiedthecausesoftheriskaccidentsintheclaimsofautomobileinsurancefromtheperspectiveofthedefectsofthecurrentdomesticautomobileinsurancesystem,andbelievedthattherearetwomainreasonsforthedevelopmentofriskaccidents.First,itisdifficultforvehiclemaintenance,personnelmedicalandinsurancecompaniestoformaneffectiveconnection.Second,propertyinsurancecompanieslackofrisktrainingforclaimsettlementstaff.YinJian(2019)conductedareversestudyfromtheperspectiveofinsurancefraud.Thispaperstudiestherelationshipbetweenthepublic'sawarenessofinsurancefraudandtheantiinsurancefraudworkbyissuingquestionnaires.Thefourthpartisabouttheresearchontheclaimofpersonalinjuryinvehicleinsurance.Duetothelargeamountofcompensation,thecaseofhumaninjuryclaimsiscomplex,involvingmultiplerelationshipssuchastheowner,theinjuredandthethreeresponsibleparties,whichhasalwaysbeenthedifficultyofvehicleinsuranceclaims.WangTao(2018)pointedoutthathumaninjurycasesinvolvemanysubjects,complicatedlinks,andwithoutunifiedcompensationstandardsandregulatorymeasures,whicharepronetomoralhazardandfraudrisk.MaJing(2015)analyzedindetailtheinternalproblemsofinsurancecompaniesinthesettlementofpersonalinjuryclaimsofvehicleinsurance.Hebelievedthatthecostofdomesticinsurancecompanieswashighandtheassessmentmechanismwaslack.Atthesametime,thereisalackofprofessionalteam,soweshouldstrengthentheteambuildingofclaimsprofessionalsandimprovetheinternalmanagementmechanism.HendersonJetal(2011)proposedthatduetothemultiplelinksofhumaninjuryclaims,complexcasesandlongapprovalprocess,throughtheresearchontheefficiencyofhumaninjuryclaimsinvehicleinsurance.Therefore,itisnecessarytobuildthecoordinationofinformationsystemandcommunicationbetweendepartmentstoimprovetheefficiencyofhumaninjuryclaims.7.0Researchmethodology:thispapermainlyadoptsfouranalysismethods:literatureresearch,investigationandresearch,casestudyandinduction.Literatureresearchmethod:accordingtotheresearchdirectionofthistopic,throughliteratureretrieval,reading,analysisandcollectionofrelevantliteratureonvehicleinsuranceclaims.Andonthisbasis,itprovidestheoreticalbasisandresearchideasfortheresearchofthispaper.Investigationandresearch:throughthecollectionandcollationofrelevantdatasuchasclaimsettlementcycle,compensationratio,casevolumeandsettlementlistofXcompany,wecanunderstandthedevelopmentofeachcase.Thispaperanalyzestheexistingproblemsofthecompany,andseeksstrategiesandsuggestionstosolvetheproblemofclaimsCasestudymethod:basedonthebackgroundofXcompany,thispaperanalyzesthecurrentsituationofdomesticautoinsuranceclaims,findsoutthemainproblems,andputsforwardspecificimprovementmethodsandcountermeasures.Thatistosay,theresearchofthispaperisbasedonthecaseofXcompany.Induction:thespecificapplicationstartsfromthegeneralprinciplesandprinciplesofspecificcases,andanalyzesthedevelopmentandexistingproblemsofsimilarcasestoacertainextent.8.0Expectedoutcomes:thispapermainlyalongthe"currentsituationanalysis,problemanalysis,causeanalysis,solutions"suchasthecontextofresearch.TakingXcompanyastheresearchobject,startingfromthecurrentsituationofitsautoinsuranceclaimmanagement,thispapercarriesoutacomprehensivediscussiontoclarifytheproblemsandrisksexistingintheprocessofautoinsuranceclaimsettlementofthecompany,aswellasthespecificanalysisofitsinternalreasons.Andonthisbasis,putforwardtargeted,feasibleoptimizationcountermeasuresandsuggestions.Finally,theoptimizationofXcompany'sautoinsurancemanagementcanhelpthecompanyimprovetheservicelevel,improvetheoverallstrengthofthecompany'sautoinsurancebusiness,andpromotethestabledevelopmentoftheenterprise.9.0Milestonesandtimelinesforcompletion:Completetheprojectreportinfourstages,asfollows:Thefirststage,July2021.07-December2021.12.Themaintaskofthisperiodistodeterminetheresearchdirection.Andaccordingtotheselectedresearchdirectionofliteraturecollectionandreading.Withthehelpofnetworkplatformforcaseinformationcollection,andaftercollectingtherequireddata,weclassifyandsummarizetherelevantdata,andselectthemostsuitabledataforourresearchprojectforcarefulstorageandreading.Thesecondstage,fromJanuary2022.01toDecember2022.Accordingtothecollectedliteratureandthepreliminaryresearchdirection,completethewritingoftheresearchpaper,anddeterminetheoutlineofthepaper.ThethirdstagefromJanuary2023.01toDecember2021.12.Accordingtothepreviousresearchresults,combinedwiththeselectedcases,thispaperstudiesandanalyzesthistopic.Duringthisperiod,weneedtocompletethefirstdraftofthepaper,andimproveandmodifyitaccordingtotherequirementsofteachers.Thefourthstage,January2024.1-July2024.07.Duringthisperiod,theproblemsanddeficienciesinthecontentandformoftheprojectreportmustbefinallyreviewedaccordingtothesimulationresultsandevaluationresults,soastoreducetherepetitionrateofthepaper.Andduringthisperiod,weneedtopreparequestionsandrelatedmaterialsforthesisdefense.10.0Researchconclusion:sincethetwofeereformsofautoinsurance,thecompetitionfocusofenterpriseshasgraduallyshiftedfrompricecompetitiontoservicecompetition.Insuranceclaimserviceisakindofafter-salesserviceofinsurance.Itisanimportantpartoftheoperationanddevelopmentofpropertyinsurancecompaniesandplaysakeyroleinthedevelopmentofinsuranceenterprises.Thequalityofclaimservicedeterminesthedegreeofcustomersatisfactionwithinsurancecompanies,whichwillbethekeytothecompetitionofpropertyinsurancecompanies.Therefore,howtoprovidecustomerswithmoresatisfactoryclaimservicehasbecometheprimaryworkofinsurancecompanies.Atthesametime,regulatoryagenciesneedtoconstantlyregulatetheinsurancecompany'sclaimswork,requireinsurancecompaniestoputanendtotheproblemofdifficultclaims,andprotectthelegitimaterightsandinterestsofinsuranceconsumers.Keywords:autoinsurance,claimservice,riskmanagementProblemStatement(toprovideaconciseandcomprehensiveresearchtopicstatement)2.1Currentsituationofautomobileinsuranceindustry2.2Competitivepressureformedium-sizedpropertyinsurancecompanies2.3Claimserviceisthekeyfactor3.0ResearchObjectives(Whatwouldyouliketoknow,prove,analyze,investigateortestinyourresearch?)3.1Analyzethecurrentsituationandclaimmanagement3.2Putforwardmeasuresandsuggestions3.3TakingXcompanyasanexample,optimizetheriskmanagementofautomobileinsurance4.0Researchscopes(theextensionoftheresearchandtheboundaryofthescopeinvolved）4.1Fromtheperspectiveofcustomers,explorehowtoestablishasoundclaimsmanagementsystem4.2Howtoimprovethecompanymanagement4.3Howtoreduceriskmanagement4.4Problemsandstrategies5.0Hypothesis/researchquestions(statusanalysis,possibleinevitability,whatisthenatureoftheproblem)5.1Descriptionofcurrentsituation:accordingtotheanalysisofindustrydata,theexpectedultimatelossratioofnationalcommercialautoinsurancein2019willexceed55%.Therefore,thewindowfunctionofclaimsettlementismoreandmoreobvious,andthequalityofclaimsettlementservicehasbecomethecoreindextomeasuretheservicequalityofinsurancecompanies.Buttherisksandproblemsofautomobileinsuranceareincreasingyearbyyear.5.2Influencingfactors:Automobilemarketsaturation,urbancongestion,environmentalpollution,risingcostsandotherfactorsarethekeyreasonstolimitdomesticautomobileproductionandmarketing.5.3Interpretationoftheproblem:Underthecontinuousinterventionofgovernmentpolicies,thevehicleinsuranceratehaschangedthreetimessince2015,andtheindustrystandardofthesamepriceandqualityhasgraduallyformedinthemarket.Itleadstotheincreasingcompetitionofautomobileinsuranceenterprises.6.0Literaturereview(describethemainthemesoftheliterature)Asfortheresearchontheoperationandclaimsofautomobileinsuranceenterprises,scholarsathomeandabroadmainlystudythefollowingfouraspects.First,theresearchonclaimsserviceofautomobileinsurance.7.0Researchmethodology(whatmethodstoadopttoresearchtheproblem,whethertheneedforspecialequipment,softwareormaterials;Themethodsusedinthestudycanbebrieflyexplainedwiththehelpofaflowchart.7.1Literatureresearchmethod7.2Investigationandresearch7.3Casestudymethod7.4Induction8.0Expectedoutcomes(Theexpectedmessageoftheprojectcanbeusedtoemphasizetheimportanceandoriginalityoftheresearchproposal,andwhyitisworthexploringandpursuing.Highlightthebenefitsofknowledge,positiveexpectedoutcomes,andinnovativeapplications.)8.1Carriesoutacomprehensivediscussiontoclarifytheproblemsandrisksexistingintheprocess8.2Putforwardtargeted,feasibleoptimizationcountermeasuresandsuggestions.9.0MilestonesandTimelinesforcompletion(Aplanfortheresearchdevelopmentandpaperwritingphases,providingascheduleforpresentingobjectives.AGanttchartorcompletionplanhelpstoillustratethevariousstagesandactivitiesofthestudy.TheresearchphaseTimedistributionJobcontentResultsThefirststage2021.07-12Determinetheresearchdirection,collectingtherequireddataGetdataThesecondstage2022.01-12CompletetheresearchproposalanddeterminetheoutlineFinishtheresearchproposalThethirdstage2023.01-12CompletethefirstdraftandmodifyFinishthepaperThefourthstage2024.01-07PrepareforthedefenseFinishthedefence10.0Conclusions(Whatinformationisexpectedtobeconveyedbytheproject?Emphasizetheimportanceandoriginalityoftheresearchproposalwiththehelpoftheresearchproposalandwhyitisworthexploringandpursuing.Highlightthebenefitsofknowledge,positiveexpectedoutcomes,andinnovativeapplications.)10.1Thequalityofclaimservicedeterminesthedegreeofcustomersatisfactionwithinsurancecompanies,whichwillbethekeytothecompetitionofpropertyinsurancecompanies.10.2Howtoprovidecustomerswithmoresatisfactory