Comparative study on service innovation difference between Chinese and foreign insurance companies

Comparative study on service innovation difference between Chinese and foreign insurance companies

Author: the profitability Joined: 2004-5-22 17:02:46 Visitor Statistics: 296 belong subcategories: Student works

Name: Upper Chui (99-931) Guidance Teacher: Associate Professor Yao Tie Ming Professional Name: Finance Abstract The main gap between my country's insurance companies and foreign advanced peers is services. Only by realizing service innovation can we provide better insurance services to the vast, fundamentally maintained the interests of the insured; in order to enhance the competitiveness of insurance companies to meet the challenge. To this end, China's insurance companies must fully recognize the importance of service innovation. Therefore, we actively learn from foreign excellent results in the innovation of service awareness, service content, service means, service system, and extension service, and actively explore the service innovation of China's insurance company, and strive to establish While adhering to the business philosophy of service innovation, forming a mechanism for service innovation, using information, support and improve service innovation, and paying attention to service innovation. Keywords: insurance company; service innovation; core competitiveness abstract current my country's insurance company and foreign advanced peers of the main gaps are services. Only by realizing service innovation can we provide better insurance services to the vast, fundamentally maintained the interests of the insured; in order to enhance the competitiveness of insurance companies to meet the challenge. To this end, China's insurance companies must fully recognize the importance of service innovation. Therefore, we actively learn from foreign excellent results in the innovation of service awareness, service content, service means, service system, and extension service, and actively explore the service innovation of China's insurance company, and strive to establish While adhering to the business philosophy of service innovation, forming a mechanism for service innovation, using information, support and improve service innovation, and paying attention to service innovation.

Keywords: insurance companies; service innovation; core competitiveness ABSTRACTAt present, the gap of China 'insurance company and that of west nation's is service .So long as we can blaze new trails about service, we can provide the better service to insuranced, safeguard his interest and strengthen the competition of insurance company so as to meet the challenge. So China's insurance company must realize fully the importance of reform of service. Therefore, we must draw lesson from the good fruit from west nation's companies about consciousness of service, content of service, means of service, system of service and extended territory of service, at the same time we must also try to find out actively the way of reform that is fit for China's insurance company. China's insurance company must try to establish the management consciousness of reform of service as the same time we must set up the system of service, support and perfect reform of service by the means of information and pay great attention to research and development of refo RM of Service; KeyWords: Insurance COMPANY; COMPETITION ABILITY Chapter 1 Introduction 1.1 Writing Background After my country's accession WTO, foreign insurance companies have entered the Chinese market, and with their strong capital strength, advanced management experience, integration Insurance services and good business reputation participated in the competition in the Chinese market, forming a huge impact on my country's insurance industry. With the development of society, the service has gradually replaced the quality and price of the product, and has become a new focus of the insurance market competition. At present, the service level and quality of my country's insurance industry is still relatively backward, and the awareness of service to win competition is still very weak, and the insurance institutions in developed countries and regions have already achieved a comprehensive integration from simple operating insurance products with its huge advantage. The transformation of the service means get the benefits. If the Chinese insurance company does not enhance service quality through service innovation, the original product will be difficult to produce new attractions, and the continuous growth of operating efficiency will be more difficult, so the problem of Chinese insurance companies service innovation is worth considering and explore. . 1.2 Writing Purpose and Significance This article is mainly comparable to the innovation of Sino-foreign insurance companies in service awareness, service content, service means, service system, and extension service. The purpose is to study the differences between Chinese and foreign insurance companies in service innovation. This way to explore the service innovation of Chinese insurance companies. The so-called service, the most basic concept is to live by the customer.

For insurance companies, there are two levels: First, we provide basic services to our customers around the sales of insurance products, such as continued to receive insurance; second, it provides value for customers. At present, my country's insurance market competition is increasingly fierce, to ensure that insurance companies sustainable survival and development in this fierce competition must have different competitive advantages. The insurance industry is the service industry, and the quality of insurance services is directly determined. Insurance companies are competitive in the market. Service innovation is an important means of forming core competitiveness in insurance companies. The so-called core competitiveness refers to the development unique product of sustainable support of the company's competitive advantage. The ability to develop unique technologies and creating unique marketing means is the company's competitiveness and competitive advantage in a specific business environment. It is the company's multi-faceted skills and company operation mechanisms such as technical systems, organic integration of management systems. It turns out that today's competitive competition is increasingly fierce, it is really possible to form an insurance company's competitive advantage and core competitiveness. It is no longer material resources such as capital, product, because these resources are easy to get from the market. Invisible resources such as management, talent, technology, market, brand image, play a very important role. These resources are not easy to flow, it is not easy to be copied, the transaction frequency is low, other companies are not easy to get from the market, with relatively monopoly, can produce a certain monopoly advantage. The service advantage is such an important market resource, and service innovation has important significance for the development of insurance business. China joined the WTO, prompting the insurance industry to transition from the extensive operation to specialized operations, and the concept of insurance services is also converted to the customer center as the center. The insurance company will win by the service, but the service cannot become a public product, otherwise, even if the company is not in this service business, it is not necessarily competitive in the market because of the company. . Therefore, each company should make full use of this, the company's strengths, and provide original services. However, quality services come from insurance service innovation. It can be affirmed that as competition is constantly intensified, service innovation will become an important means of competition in insurance companies, which will become an important chip that measure the death of insurance companies. 1.3 The idea of ​​service innovation comparative research has entered the 21st century, establishing customer-centric service concepts, and launching service innovation at all levels of the company is the key to the development of insurance industry. Throughout the recent decades, insurance companies have made different levels of development in service innovation, can explore the idea of ​​comparative research in Chinese and foreign insurance companies: 1. Innovative service concept, from establishing " "Customer-centric" business awareness is more service innovation of Chinese and foreign insurance companies. Innovation of insurance service awareness is to create a complete set of insurance services. 2. Innovative service content, compare the advantages and disadvantages of their respective service innovations through diverse services. 3. With the development of the new months of technology and the improvement of people's demand, the innovation of service means has become an important means of competition in China and foreign insurance companies. The requirements for service capabilities in new business models are analyzed by comparative research on new business models. 4. Comparison of the innovation of Chinese and foreign insurance companies, and analyzes the various specific measures made in management services in management services, and learn from foreign management experience. 5. Further extension of the content of the insurance service and method has become a problem that the current China and foreign insurance industry needs to practice in-depth exploration and efforts. Chapter 2's Current Situation and Problem of China's Insurance Corporation 2.1 Development Status 1. The development speed is rapidly since 1992, my country's insurance industry has increased by more than 10 million yuan per year. At present, the industry layout is about 30% of non-life insurance, about 70% of life insurance. The annual premium income increased from 460 million yuan in 1980 to 226.272 billion yuan in 2002; the insurance has developed several of the "corporate property insurance" and the only "corporate property insurance" in the original "Enterprise Property Insurance" to hundreds of insurances operating in the current production insurance division. 2. Monopoly Pattern is broken the insurance market is experiencing a transition phase with oligarchy to multi-competition. As of 2003, the insurance market was developed by the original Chinese People's Insurance Company to the current more than 80 Chinese and foreign insurance companies.

Among them, there are more than 26 foreign capital, China and foreign joint ventures insurance companies, and the Chinese insurance companies have more than 53 Chinese insurance companies. The market occupied by three companies, peace, and Pacific is also constantly subdivided, and market efficiency is increasing. 3. The gradual norms of operations in recent years have gradually standardized, modernized, produced life insurance division operations, computers and networks in the daily operation of insurance companies. In the context of market competition, all domestic companies have realized that they only pay attention to expanding the scale and seize the market's illnesses, and seek effective roads, to the connotation type, while seizing the opportunity and expanding the scale. Good management to adapt to long-term development and competition. 4. The intermediary institutions continue to develop the agent's teams continue to expand, and have begun to try to sell through brokers, and various of these provide insurance services, and the estimate agencies are also increasing. At present, the China Insurance Intermediary Market has begun to scale, insurance agents, insurance brokers, and insurance public estimates have expanded rapidly, bringing vitality and vitality to the insurance industry. 5. The regulatory system has been promoted since the 1995 Insurance Law has been issued, and many regulations are issued, the regulations. The regulatory system is gradually developed to legal, standardized direction. The three-level regulatory architecture of regulators, peer guilds and self-discipline is initially formed. The Insurance Professional Management Agency - The establishment of the China Insurance Regulatory Commission guarantees the insurance to standardize. 6. my country's insurance industry has a good market advantage (1) huge potential in insurance market. Low level, the low-level insurance market itself has development requirements. At present, two indicators are generally adopted when analyzing insurance potential internationally, that is, insurance depth and insurance density. From the perspective of insurance depth, the average insurance depth of Western Europe in 1999 was 7.4%, and the North American countries were 8.7%, Japan was 11.90%, and the world's head of the world. Most of the insurance depth of insurance in emerging industrialization is around 3%, and my country In 2000, the insurance depth is only 1.45%, whether it is compared to Western industrialized countries or developing countries in developing countries in the same level, the gap is very obvious. From the perspective of insurance density, the world's per capita premium of $ 423 in 1999, the per capita consumption of emerging market countries is also around $ 100, while my country's total per capita consumption is only $ 10.9, ranking 77th in the world. This shows that as a rapidly developed big country with a population of 1.3 billion, the development potential and space in my country's insurance market is very huge and vast. (2) The national economy has grown steadily. The relevant empirical analysis has proved that there is a fairly stable relationship between my country's premium income and the development of the national economy since 1985, and the elastic target value of the insurance demand is generally between 1.015-1.058, and it is generally greater than 1 tendency. According to the national information center, my country's economic growth will reach 7.5% in 2003. The national premium income has grown rapidly, and the China Insurance Market will be one of the fastest growing insurance markets in the world. (3) The accumulation of resident wealth and the increase in insurance awareness. In the case of social insurance coverage, people are in the future, the pressure of medical, children's education, will be necessary to adjust the original pre-savings financial asset structure, increase investment in commercial insurance. If the residents use 5% of the savings deposits to purchase commercial insurance, the market size formed will be considerable, which is an important reason for many foreign insurance companies to optimistic about the China insurance market. 2.2 Main problems 1. The market environment of low interest rates In order to stimulate investment, since 1996, the state has reduced bank deposit interest rates for 8 consecutive times. Low interest rate market environment will have a huge impact on insurance companies' solvency. Due to the total amount of premium income in the past, the long-term business has a certain proportion. If interest rates continue to be low in the next year, then the spread of insurance companies will increase, thus affecting the insurance industry. healthy growth. 2. Product Innovation Ability The ability to low in recent years, state-owned insurance companies have made a lot of beneficial attempts in product development.

However, it is limited to the short period of time in the insurance industry, and the accumulated information is small. The experience of practitioners is limited, resulting in low innovation ability. First, the basic data is insufficient, such as the "life table" of the life insurance industry, not only the data is old, and the vast majority is the information of simple personal insurance, so the accuracy of the determination rate of life insurance products has brought certain The impact, there is potential risks. Second, the product is too similar, the product fine division is not enough, does not have a different group, the combined effect of different requirements, cannot meet the comprehensive requirements of insurance consumers on the insurance guarantee. The third is the weak product development. The previous simple personal insurance, the family labor insurance has been sold in more than ten years before they gradually retreat from the insurance market, and the huge amount of loss of the international product is in line with some international products, the liability insurance and life insurance is divided into, investment, and universal life insurance is just In the past two years, it will enter the market. This fully illustrates the serious shortcomings in domestic insurance industry in product development and innovation, and the direct gap in this product development is reflecting the maximum difference between the domestic insurance industry and the international insurance industry. 3. The market development level is not high from the initial development of the reform and opening up, and the marketing tools and levels of the domestic insurance market have developed and advanced in the introduction of life insurance personal marketing systems in 1992. However, personal marketing system has begun to expose its inherent limitations. First, he must rely on high cost investment. The loss rate of the insurance company's personal marketing team has been very high. In this case, in order to maintain the continuous expansion of the business scale, the insurance company can only rely on high-cost investment, to get higher update personal agents to add high. The space generated by the loss rate. Furthermore, due to the insufficient insurance company's attention to the marketing team's exhibition industry, the negative impact brought to the whole industry to a large extent, it hinders the insurance company to absorb some high-quality personnel to join the sales team, causing insurance companies per capita capacity. And the low efficiency. This high-input, low-output malignant cycle has restricted the increase in the development level of the insurance company market, affecting the depth mining potential of the insurance market. Third, the sales team management is limited. In order to encourage personal agents to do more business, most insurance companies still position sales incentive strategies to high-quality high-quality rewards, develop personal agents to pursue substance stimuli, and neglect the spiritual improvement. Once the agent team is numb, it will cause a large decline in business. Therefore, how to make the agent will have an urgent need to solve the problem in many domestic insurance companies. 4. The service is not changed as a social, invisible guarantee product, and the individuality of this special product can only reflect its role and significance by good service. But for this special service connotation attached to the insurance product until today is recognized by the insurance company today. After talking about the joining the WTO, foreign insurance has a maximum impact of state-owned insurance, and many scholars should meet the blood, and the service is the largest and the most terrible gap between the two. Service has become a decisive factor that the company can survive even in the market. Although domestic insurance practitioners have realized the service of the company, it has always been a time process from aware of the awareness of action. This could not overcome the time gap, which affects the national insurance industry. It cannot reshape his own good "national brand" image in a short time, which will affect the trust and support of the nationals. 2.3 Necessity Service Innovation of Pioneering Service Innovation is the inevitable requirements for market economy development on the insurance industry. In the market economy, consumers are determined by the company's activities such as product production, channel selection, after-sales service. Who got consumers, who got the market and got the right to survive and develop. With the development of society, consumers' requirements are increasingly demanding, which requires companies to continuously improve services to meet consumer needs, "Entry", and the challenge of foreign insurance, my country's insurance industry is in capital scale, business mechanism And the service, there is a big gap compared to the international old insurance company. Not only the types and quantity of the insurance products are not more than, but also more gaps in service.

Western insurance industry has created a complete set of service experience in the years of insurance operations. In terms of service and way of service, quality of service is better than that of our insurance industry. Especially their kind of service concept for God, with customer needs, the customer's satisfaction is the service concept of customer satisfaction is the fundamental goal, and it is even unable to match. Therefore, our service concept, service content, service forms and methods will face huge challenges. It can be said that the core of future insurance companies will be reflected in the level of service at their respective insurance. The core competitiveness will be embodied in services that can be provided for society and customers. Therefore, we have to make the "Entry" challenge of "Entry" in verbal, and transformed into the actual actions of the challenge must be aware of the article. It is necessary to expand service content, improve service quality, and create a service method and method currently adapt to competition needs. Through the connotation of the derivative service and the space of the expansion service, the insurance company maintains an advantage in the future competition and competes. On the other hand, in my country's insurance market, problems caused by service lag have not been ignored. For example, in 2002, the Chongqing Insurance Office received 82 written complaints in the masses, including 48 of the actual contract disputes, accounting for 58.53% of the entire complaint ratio, and these contract disputes are often caused by inner service. The consequences of customers' complaints will directly affect the development of the company's business. To this end, insurance companies must comply with the trend of the times, strengthen service concepts, improve service methods, and comprehensively improve service quality. Currently, the insurance industry is in an increasingly fierce market competitive environment. For Chinese insurance companies, competition comes from three aspects: First, with the gradual improvement of my country's insurance market, the insurance subject has increased rapidly. By the end of 2002, my country has already had 53 insurance companies; the second is to join the WTO after China A large amount of foreign insurance enters the Chinese market; the third is the intervention of other industries. This makes the competition faced by Chinese insurance companies in the case of limited resources. At present, my country's China-funded insurance companies have relatively backward services, and service management is relatively weak, and insurance institutions in developed countries and regions not only have strong financial strength, rich management experience and advanced technical means, but have already achieved from simple business insurance products. Go to the transformation of benefits to dependence on a comprehensive service. If the Chinese insurance company does not pass service innovation, enhance service quality, the original product is difficult to produce new attractions, and the continuous growth of operating efficiency will be more difficult. Chapter 3 Comparison of the Service Innovation of Sino-Foreign Insurance Corporation 3.1 Comparison of environmental differences 3.1.1 Historical China's insurance has a long history, China has been promoting various relief systems in ancient China, and also the first country in the first inventive dangerous dispersion method. However, due to various reasons, China's insurance industry has not developed very well. As early as the 18th century, there has been a preliminary development. With a strong economic strength, they constantly develop their insurance business in their colonial countries. At the time, the real insurance company under the manipulation of Europe and the United States. After the "May 4th" movement, the national insurance company has established due to the improvement of national awareness, but due to the weakness of the national bourgeoisie, the Chinese government does not protect the national insurance industry, China's insurance industry It has not been able to develop. Until modernization, China's insurance business was successfully developed, and foreign insurance industry has maintained a good momentum since the 19th century, and China's insurance companies still need further learning and reference. 3.1.2 Social insurance institutional arrangements for government forced interventions, implicitly improving cultural contradictions from the establishment of the system, this conflict and contradiction is the inherent embodiment of the long-term historical development process in Western society. Personalized values, personal happiness, equality and private property rights, etc., fundamentally restrict and affect the social structure, economic structure and political structure of the West.

In the process of building a social insurance model suitable for my country's national conditions, our country has always heard the exact tradition of existing institutional cultural resources, promoting the old and family security, and establishes family security, corporate guarantee, social security. And the government's social insurance is integrated, multi-level social insurance model with Chinese characteristics. 3.1.3 Social System Social System At present, although my country's insurance industry has achieved great development through the excellent management methods of foreign insurance industry, foreign insurance companies are also sharp in China, but the difference in the Chinese and Western social systems has always made Chinese and foreign countries. There is a big difference in the development of insurance companies. After the entry, this difference is a big impact on the Chinese insurance company. The business mechanism of Chinese insurance companies is in line with the characteristics of my country's socialist market economy. The interests of enterprises, operators, ordinary employees are closely linked to the rise and fall of the company, and implement according to production and according to production factors. Combined new form. Reforming the implementation of performance hooks on the distribution system, adheres to the hero, and reflects the personal labor differences and life value of employees as much as possible, and mobilizes the enthusiasm of employees. Under Western-specific social systems, it is difficult to maintain a national form of direct intervention and control of voluntary mutual organization and private insurance. Under the influence of modern tool rational trend and national intervention economic thinking, the country's role is increasing, which can improve the market failure phenomenon, but it is always not conducive to the future development of the insurance industry. 3.2 Service consciousness Innovation is a more innovative entity, any innovation must first be the innovation of the operator, service process participant consciousness. Under the conditions of market economy, the market is the original power of innovation. Innovative origins from the market, and finally the market, people and innovation must pay attention to the market, pay attention to customers. As far as service innovation, due to the implementation of the service itself is customer, the insurance company should conduct service innovation, it is necessary to pay attention to customers, establish "customer-centered" awareness. In China, "Customer-centered" is not strange to the insurance company. Many companies have proposed "customer-centered" slogans for many years, and introduced such as home delivery, Shanggimin claims, establish customer service center, etc. Strengthen the measures for service. But these are not "customer-centered" in real sense. Really to achieve "customer-centric" is more convenient to provide customers more convenient, but means that the company's business model should be "centered on" to "customer-centered" transition. That is, the insurance company is no longer limited to "persuading customers to buy insurance" but through the continuous communication with customers, fully understand the customer's needs, and determines how to develop insurance plans and provide insurance services to customers. This is the effort of the China Insurance Industry in Service Consciousness Innovation. On this basis, the services are different from traditional services. Traditional services are often passive. If the customer has no problem, the service will not be expanded. The service "Customer-centered" business model is active, and it is necessary to actively actively contact customers, provide services, and strive for customers' next insurance. That is to say, the "customer-centered" business model service not only means constantly meet customer needs, but also to establish long-term win-win reciprocal relationship with customers. The establishment of this relationship is the key to the insurance company to win the customer and win the market. At present, foreign insurance companies seem to be more than good in service, and many foreign insurance companies rely on their strong market foundation and powerful development potential, and gradually form an insurance market and awareness of a large service in service awareness. The big market, big service concept is the primary responsibility of the insurance company. Under this premise, the company's business objectives, survival and development can be guaranteed. The operation of foreign insurance companies is rooted in the fertile soil of serving the society, serving customers, so the trees of their operations can be deep and long. An article entitled "Enjoyment in the United States" is published in the "China Insurance". It is very enliminated after reading. A Chinese buy a house in the United States, insured housing insurance, responsibility for theft, fire and housing damage.

Due to the water leakage during the insurance, damage the kitchen floor. So a phone told the insurance company, immediately sent people to see, valuable: 1. Damage to two pieces. 2. In order to make the newly changed floor with the overall color, it is necessary to re-paint, the material fee, labor cost and repair waste treatment fee is $ 4,000. According to the regulations, the residents are 5% of their own expenses, namely 600 US dollars; insurance companies are burden 85%, namely $ 3,400. If you find the adapter, it is estimated that there is access, which can be negotiated with the company. During the repair, the kitchen can't burn, I have to go to the hotel. The paint has odor, air pollution affects health, and insurance companies agree to live in four-star hotel for a week, and the accommodation fee is burden by insurance companies. The customer moved to the concern of the insurance company, lived for six days, went home, and the insurance company was tried six days, $ 250 a day. After repairing, the company sent people to come to accept the acceptance and seeking views. Customers are satisfied. He waved his farewell. From China, we have experienced that customers are satisfied, customers are satisfied, the service level of the insurance company and the professional ethics of employees have won customer trust, and the two sides have established mutually beneficial relationships. For China's insurance companies, this service awareness is worth learning and drawing. This kind of service is essentially the interrelationship between insurance companies and customers. It has always been dominated in the insurance market, and its business philosophy, corporate culture image, insurance products lead customers' consumption. The concept of consumption in economics describes the changes in the number of consumer to choose consumer goods or labor on a certain price. With the development of the market economy, the changes in consumer preferences have experienced the changes in mass, that is, experience unparalleled, pursue quantity, pursuit of quality, pursuit of taste and pursuit of real sense and satisfaction, consumer preferences The maturity of the market is more rational. In a consumer, the market is a market that consumers can do with three choices. At present, the insurance market has changed from a low-level price to compete to high-level service competition. The insured is gradually turning to active, conscious insurance needs, and the insurance side has a relatively large space for the insurance company market. Therefore, China's insurance industry must occupy the market, we must establish a strong service concept, values, insurance sales is based on services, and service is to implement it, it is implemented in integrity, let marketers can "see" To the value of the service, the importance of feelings, voluntary services, conscious services. With this kind of service awareness, China's insurance industry is still afraid of competition in foreign insurance industry? 3.3 Comparison of service content innovation is a service industry. The service is part of the insurance goods itself. The value of insurance products can be implemented only by this connotation service, so the content in the insurance commodity is very heavy. In the case where the current insurance type is not very large, the main way to improve the competitiveness is to innovate service content, providing high value-added services to the market. Innovating the content of the service, to be carried out according to the actual needs of the customer, but also close contact with banks, telecommunications, medical and other industries. For the current innovation of the China Insurance Industry, it is mainly including 24-hour service hotline in the country, providing a number of services such as insurance consulting, policy check, appointment insurance. In order to improve customer service level, meet increasing customer consultation needs, in 1997, China Life Shanghai Branch opened 800 free sound service system. From the 2002, it has been unified to enable the 95519 customer service line, which will open a more complete CALL CENTER system, which will implement telephone and Internet connectivity, service information sharing, online sales, telephone sales, and more. . At the same time, improve the phone transfer function, with "24-hour service, all-year-old, one-stop service" as the request, to make any foreign customers to call, one can get a comprehensive reply, reflect "a brand, A service.

Although China-funded insurance companies have achieved great progress in the innovation of service content, there are many places to be unreasonable. Now, casually open an insurance company's terms, people will find that almost every insurance liability terms are only two or three, which are roughly responsible for the insurer or the insurance label or before the loss, after death or loss. Post-responsibility. We know that this society is a complicated, simple sentence, how can a complicated real world include a complex reality, strip analysis? And only the insurance company has an interpretation right, and it is no wonder that there will be a claim law in reality. So, in the face of such status, we must never relax in the service content innovation. Compared to the innovation of foreign investment insurance companies seem to be more winning, their diverse innovation has to make us sigh. In order to adapt to the requirements of insurance consumers on the flexibility of insurance products, foreign insurance companies have added premium auto-cushion deposits, loan terms, no loss of value, etc., and combined with insurance companies in the actual process of insurance products. Function is innovative to reduce the definition rate. In terms of information services, foreign insurance companies provide customers with risk consulting, risk management, and guarantoquiry, change, claims, etc. to enhance insurance customers' understanding and identification of insurance companies. In terms of investment, foreign insurance companies are in the design of insurance products, most of the "General Account" and "Separate Account" are used to give insurance customers more options when purchasing insurance products. Under the face of the influx of foreign insurance companies and the competitive pressure of foreign insurance companies, the Chinese insurance company should actively absorb the innovation results of foreign advanced peers on the one hand, on the other hand, on the other hand, should constantly serve the content. Innovation increases, and strives to form its own feature. 3.4 Service Means Innovation Comparison "Customer-centric" business model is different, the connotation of traditional service, the corresponding service and traditional service, the corresponding service purpose, and the method taken to achieve the destination, this A new requirement is made for the capacity of insurance companies to provide services to customers. At the same time, with the development of society, customers' requirements and expectations of services are getting higher and higher. Whether it is from insurance products, insurance, or payment, payment, customers want to get diverse, personality Service. Formerly, as long as the insurance company will make a timely claim, the attitude will win the customer's identity, and now, the customer's needs will extend to a one-on-one service for its design insurance scheme, which requires insurance. The company enhances service capabilities through service tools to maximize customer needs. In addition to the traditional direct sales, agents and brokers sold, online insurance also gradually open, insurance companies can publicize, consult, insure and claim service through the Internet. It is mainly compared to the innovation of Chinese and foreign insurance industry services in autonomous insurance claims: China's insurance industry has been explored and practiced in auto insurance in the recent years. The two-year innovation measures are: 1. Chinese People's Insurance Company: In July 2000, more than 300 modern Call Center in the country were officially put into use. In May 2001, human security hired IBM companies for its IT strategy and planning. Consultation, information technology as an important means of improving business management. In addition, the "accident vehicle limited loss system" developed in China has been promoted nationwide. 2. China Pacific Insurance Company: In August 2000, the Taibao Electronic Commerce System was officially enabled; Huatai Insurance Company cooperated with Yubao Network Company to launch E - Huatai online insurance services in June 2001. 3. China Ping An Insurance Company: In August 2000, an integrated financial e-commerce system (PA18.com) included in insurance was launched in August 2000.

In the claim of auto insurance, Ping An Beijing Branch began working with Yubao Network Company in April 2001 to use Yibao's AutoClaim system, taking pictures through digital cameras, realizing online loss nuclear price functions. 4. Others: Gaoyang Jinli Company has developed the S360 degree insurance comprehensive customer service system; Shangyang Company has developed an insurance document imaging processing system; Beijing Precision Special Science and Trade Company has developed "precision remote zeroing system". Foreign insurance companies use advanced technology to serve the development of advanced technology in auto insurance, and the two-year innovation measures are mainly: 1. United States: The United States: US Fourth Daxing Auto Insurance Company Progressive uses GPS positioning system to determine the survey Personnel location, through the intelligent typography system, the survey person is sent to the country in a short period of time, in addition, through the computer network, query the typographic situation of the repairing car, and provide the customer to provide the customer. Elecetric Insurance Insurance Company uses the Centre Vu call management system of Lucent Technology Development Company in March 1999. The system connects the website with the call center to provide Volp text exchange, email, fax, and callback vault via the Internet. Multi-function, customer email can be sent directly to the call center, and the call center guarantees that the customer's email is replied to the customer within 24 hours. 2. Germany: The Andian Group has been using the Audatex system (now US ADB), and the GlassMatix is ​​also used in the near future to ensure the specifications of the auto insurance claims, transparency. 3. Japan: Antena Fire Marine Insurance Company uses a 24-hour accident acceptance report system in auto insurance claims, the system and the 142nd claims in the country, and the 242-century computer system of 252 claims terminals in the country. Customers from any claim The terminal can get the results of the insurance company and will be claimed within 7 days. 4. Others: Many insurance companies in developed countries have realized online reporting, such as the US AIG Insurance Company Online Reports, two types of provinces and detailed reports, the information required for these two guarantees The information required by different households is different. The information on the online report is transferred from the claimant to the insurance company's business system. Peek in the tube, slightly. Comparison of innovation from the above car insurance claims service, the innovation of China Insurance Company has made a relatively large progress in the service method, but there is still a considerable gap with foreign insurance companies, first in the development speed. Far behind, the other is that foreign insurance companies have shown a full-scale and multi-level service on the service tool, so China's insurance companies still need to strengthen the diversification of service innovation. 3.5 Service System Innovation Comparison Insurance Service Innovation also involves innovation of the system. The service is not only serving our customers, but also includes management of internal employees within the enterprise. The development of enterprises depends on the expansion of loyalty customers, while loyal customers have expanded their loyal employees. For corporate employees, service innovation is mainly reflected in the change in the incentive mechanism and constraint mechanism. Regardless of whether the internal staff is still the field personnel, regardless of the management operators or ordinary employees, the design of the incentive mechanism should reflect the "customer-centered" concept. "Customer-centric" business model not only puts new requirements for the service capacity of insurance companies, but also new requirements for how to manage service processes. At present, there are still many business models of my country's business model, "Centered", according to functional settings, can not adapt to the needs of the management service process, which requires continuing to expand the service system innovation. For example, China Life Insurance Company Gansu Tianshui Branch is in terms of service system innovation, the company adopts high starting and progressive approach. In 1998, "going to the society, customer, home service, limited time to pay", to obtain the customer and the community, implement service responsibility system, pre-sales service by sales unit, sales service The business center is responsible and develops a service specification.

By biennial banking is popular all the way, in order to improve the customer's sales satisfaction, maintain insurance companies and bank common reputation, safeguard service quality, Guangzhou Ping An explore in bank insurance business management: Pre-sales, deeper staff , Regular training to ensure the accuracy, rigor of the product introduction, in addition to filling in the insurance bill, but also the customer is signed in confirmation, the confirmation suggests that the customer's reading terms, understands the uncertainty of the red level to ensure customers Adicism of products; after sale, promise policy for a week, through the cooperation with the delivery company, please send a guaranto to the customer's hand 48 hours after the order, and implement strict reciprocity management. In terms of technology, peace is intensing with the development promotion of "Yinzhou" in the bank. Through the system, customers can instantly get a statement instantly on the bank counter, and the policy is immediately taken. Customers can also obtain procedures for personal and family financial proposals, handle migration, etc. through the system. After the insurance company uses "Yinsheng Pass", it will realize the online insurance of insurance products in the agency, remote insurance, remote underwriting and on-site order, and through the system's query, business statistics, document management, user management, sales guidance Equisical, implement a comprehensive monitoring and guidance on the order behavior of the agency. The service system innovation is not simply setting up a service center, but requires the company's entire business operations to provide services to customers, especially around the service process, and recombine employee division, post, department settings, etc. It is the organization for the service process, rather than the process. Foreign insurance companies improve service efficiency by rebuilding business processes to achieve successful precedents. MBL is the 18th Life Insurance Company of the United States, before, customer purchase insurance, starting from filling insurance, underwriting, issuing policy, etc., including 30 steps, crossing various departments, need 19 employees The hand, usually take 5 to 25 days to complete, and it takes 24 hours. This rigid work program has seriously affected productivity. To this end, the company rebuilt its insurance process, set up a new position - the project manager, which is all responsible for all the processes from accepting policy to the policy, this is " Project Manager "Handling the approach of the whole process, eliminating the intermediate management of the past, and has achieved amazing results. While cutting 100 original positions, MBL has doubled, and it takes more than 4 hours a day, and it takes only 2-5 days, even for the most complex task. From the efforts of the Chinese and foreign insurance companies in the service system innovation, we have to make a deep thinking for our innovation and way of way of lagging, and China's insurance companies are in the innovation of the service system. I have exhausted, but it seems that people think that it is water, not as clean than foreign insurance companies. This requires us to develop a big articles in the development of service mechanisms and service innovation. 3.6 Innovation in the extension service, the innovation of insurance service has emerged towards the development of the extension, and the insurance extension service is the advantage of insurance companies, in addition to providing customers with additional services other than insurance liability, such as risk consultation, risk Outside management, there are also extensions of investment wealth, providing information, product sales, education and training, and re-employment. At present, my country's insurance industry extension service is a general trend. According to a survey in Shanghai, the public has great interest in the extension of insurance services, not only has an urgent hope for the extension of the insurance service content, but also to the extension of the insurance service method. In the innovation of the content of the insurance service, it reflects that the old man is mutually beneficial insurance, medical accident insurance, special disease insurance, lenders credit insurance, pregnant women Antai insurance, the human organ special function insurance.

These contents, in the current operation of my country, almost a blank, although some individual insurance companies have started, but because the awareness of operations and management has not fully in place, their smooth development also takes a period of time. There is an example of extending services in the "China Insurance Daily", which is quite moving. Xiao Liu is an ordinary salesman of Nanjing Branch of China Ping An Insurance Company. When he learned that a customer's daughter is learning the piano, paying this detail in the customer profile. When the Municipal Children's Palace held a special performance of the piano teaching, he specially queued two tickets to customers, and its sincerity love made customers very touched, since then with Xiao Liucheng a good friend. When the customer got the piano triple certificate in her daughter, the first told that Xiao Liu, the customer said to him, the biggest joy is shared with the best friends. This story gives us the revelation, although we can't be as in place as abroad, at least we should strive to make customers satisfied. Foreign insurance companies have achieved greater innovation in extensive services such as risk consultation, contract preservation, and other services such as endowment insurance, medical insurance, credit consumption, re-employment, tourism. The development of my country's insurance industry, whether it is a size form or a service content and method, compared with some of the insurance industry in Western countries that started rapidly, developed faster, and has a large gap. Insurance companies in Western developed countries have almost inexpensive, insurance products are included in the content of the insurance products, and the types of insurance products are more than one, and the products in my country's insurance industry are relatively more than a few decades. Therefore, the extension of my country's insurance services not only has a strong sense of era, but also from service content, it also has extremely vast development space. Seeing me, China Insurance Company Innovation should focus on the following points: 1. At present, under the active guidance of my country's fiscal policy, housing credit, car credit card consumption, etc., it has also entered the life of the people. field. Therefore, the various kinds of performance guarantee related to it also have a huge potential, and the extension of the people will necessarily have urgent requirements for such insurance. Therefore, my country's insurance can use the advantages of current themselves, professional and talents. By providing customers with some relevant investment consulting, financial consultants, information exchange, etc., expand the field of service content extension, and achieve the best results of extension services. 2. With the improvement of residents' living standards and the increasingness of various economic communication, some people, travel and business trips will also become ordinary things, so, for the majority of private, due to travel insurance, There are some corresponding travel services, it is undoubtedly an important part of the extension service. Especially large insurance companies, you can use the advantages of its branches, allow local branches to provide large customers with convenient and preferential services such as booking, contact accommodation, free shuttle and arrange travel plan, etc. This can not only make the content of the extension service more fulfilled, but also to ensure the effect of the extension service. 3. Current education has also become the focus of the majority of people. According to a special survey, the proportion of resident deposits for children has reached 42.8%, and if the insurance industry can grasp this developmentable insurance resources, and use some of themselves to carry out some favorable channels and advantages. The extension of the education insurance phase, such as study abroad, re-education consultation, assistance to handle education credit, agent for studying, etc., its development prospect is also considerable. Chapter 4's recommendations for China Insurance Corporation Service Innovation passed the above comparisons for Chinese and foreign insurance companies in service innovation, we have seen the advantages of China's insurance companies and see the disadvantages of China's insurance companies. In short, insurance companies should develop and service innovation is the key.

Service innovation is the largest development of China's insurance company, but also makes the basic motivation of the insurance company's sustainable development, and China's insurance company should compare the insurance company of the world's advanced countries. The road to China's characteristics must adhere to the reform. Bold innovation. In this regard, the following recommendations: 4.1 Establishing the intensive competitive environment and consumer expected increase in the intensive business philosophy and consumers determine the fact that the service has become a big event of "life and death". The characteristics of insurance products determine the key to the service is still the key to China's insurance companies. But when we explore the business philosophy of service innovation, we must not abandon our service innovation ideas for a long time, and we should be based on our original service innovation concept. Service innovation is first embodied in establishing service concepts. The core of the service concept is that the development strategy of insurance companies should switch from "business-centric" to "customer-centered". All activities of the company are in the principle of customer first. Insurance product design, paying attention to service concepts, should reflect customer demand and preference, should be changed. With the changes in economic conditions and social culture, consumers' needs are also changing. For example, with the deepening of my country's market economy, the reform of social security system, the changes in family structure, the emergence of population aging, and new risks and new insurance demand continue. At this stage, the insurance variety in urgent needs to be needed includes the elderly care insurance, medical accident insurance, special disease insurance, lender credit insurance, human organ special function insurance, etc. These types of insurance, almost a blank in the operation of our insurance industry, although some insurance has been demonstrated in some insurance companies, but far from market demand. Insurance marketing focused on service philosophy should be transformed from insurance traditional transactions into relational marketing. Bene Consulting has investigated many industries that if the efforts of loyal consumers increased by 5%, corporate revenue can increase by 5% -100%. This situation is particularly obvious in providing complex products or services. In a fiercely competitive insurance market, use services to retain customers, attracting new customers is the policy. The claims of the service concept are required to quickly quit the group and timely and thoughtful, do not hesitate to compensate. The basic function of insurance is economic compensation, and the expression of compensation is a claim. Claim services are losses that have been losses, and they are a families who have suffered from unfortunate to reconstruct happiness. For protection, they are most concerned about whether they are most concerned about whether the accident can be compensated, and whether the payment is timely and accurate. The domestic insurance market has generally existed "two faces of insurance and claims", which is also the main reason why the insurance coverage is dissatisfied with the insurance industry. If the insurance industry truly establishes the "customer-centric" service concept, it can greatly reduce the complaints of insurance customers, and enhance people's interest and confidence in the insurance industry. The implementation of the service concept is also reflected in the extension of insurance. The insurance extension service is an extension of ordinary insurance services. Insurance companies use their own resource advantages, expand additional services other than insurance liability, such as risk consulting, risk management, disaster prevention and loss. Such as insurance services related to credit consumption, insurance companies can provide customers with extension of investment consulting, financial advisers, information exchanges, etc. with their own professional and talent advantages. Insurance extension related to pension, medical insurance includes regular free medical examination, health consultation, additional service rehabilitation nursing. Some large insurance companies in Europe and the United States have even their first aid hospitals and rehabilitation centers, and customers can enjoy free recuperation there. The insurance extension service has become the main means of competition in various insurance companies in foreign countries. In addition, by introducing advanced service means of learning foreign insurance companies, it has always been the starting point for domestic insurance companies, which is also growing in domestic insurance services. In 1992, I entered the China Insurance Market and took the lead in introducing personal marketer systems. Domestic insurance companies have followed the momentum of life insurance. It also launched overseas insurance, overseas claims US international volunteer service, computer degree is tailored to guarantee service, national 24-hour free query phone, online service, telephone automatic answer inquiry and other services, shortly after one-stop service, China Insurance companies have followed. Finally, for China's special humanistic environment, domestic insurance companies have also launched their own characteristics.

For example, many domestic insurance companies have opened the national service lines at the beginning of "955", achieving 24 hours for customers to provide advice and return visits to establish their own professional services brand and image. In 2002, the World Cup Football Competition, domestic insurance companies cooperated with South Korea to provide survey, claims services, foreign emergency rescue services for the fans of Korea. In recent years, some knowledge hierarchies are high, and experienced agents have begun to design the company's various product organic combinations to design scientific and reasonable insurance plans for customers according to their different circumstances and needs. Some agents self-study Chinese medicine and other knowledge, or by organizing customer salons, providing exchange information for customers from various industries. 4.2 Conducting a Service Innovation Mechanism Insurance Company shall have any of its operating activities to facilitate the company's persistent survival and development. Service, as an important part of business activities and an important means of winning competition for the company, the purpose is not to make customers satisfied, thumbs up, but to focus on the company's development. Especially under the strong pressures facing foreign insurance companies, Chinese insurance companies should pay attention to the innovation and development of services. Therefore, China Insurance Company must constantly improve the quality of service, form a mechanism for service innovation to seek long-term development. First, we must change from the direction of the customer's loyalty to the customer. Customer loyalty is that customers are further improved on the basis of satisfaction with the company's services, and loyal customers will bring you more economic benefits. Loyal customers are conducive to the expansion of the insurance market. On the one hand, the customer's psychology is very strong, and a large number of customer base will become the primary reason for its consideration; according to the research of international research institutions, a satisfactory person will only pass his satisfaction to 3 people, and a dissatisfied Customers will pass their dissatisfaction to other 11 people and pass to other 5 people, so there are 67 people (1 11 55) for your company, and greatly offset the effect of positive publicity and investment. . Therefore, the customer base must be cautious. On the other hand, insurance is an economic way to respond to natural disasters and accidents, and the product itself is unable to see, and its products are not visible. It can't touch it. The product is just a paper commitment. Who will give This commitment is trust? Loyal customers will give you a crisis on trust, and loyal customers will often introduce the company in front of others, and to transfer their own trust to the third person. In fact, through customers' trust The propaganda mode of the transfer, the brand image of the company, especially the public opinion propaganda of customers. Second, create value for customers through service. Like other products, insurance is in the buyer's market. Under the buyer's market conditions, the customer has greater randomness and has more options. He can choose to continue to buy your insurance products, or abandon you and buy someone else's insurance products. In particular, the more intense market competition, the greater the choice of the guarantee. Under this circumstance, customer loyalty is cultivated, and the customer must create value as a prerequisite. It is also to meet the needs of the customer, and establish a long-term win-win reciprocal relationship with customers. Maintaining the benefits of the insured, not only to maintain the short-term benefits of the insured, but also provide satisfactory services, more importantly, to maintain its long-term interests. Specifically to insurance personal purchase, it is to fully provide the insurance guarantee that it should enjoy, providing valuable extension services, such as the US insurance company, will rent a similar performance vehicle when the customer is in customer vehicle, Until the customer's vehicle is repaired, this service is to fully consider the customer's interests and is a valuable service provided to customers. For insurance intermediaries, it is to help them solve the problem of the insured and make it "success."

The insurance intermediary is consistent as an insurance company and the insured, the insured's media, the service of its services, is consistent. For the company and insurance intermediary, God has only one, is the insured, only when the company helps the insurance intermediary successfully solved When the puzzle of the insured, the intermediary will be true satisfaction, thus becoming a faithful customer of the company. Finally, let the service become part of the insurance product. Service work is done between people. To create value for customers through insurance services, it must eventually be implemented through specific people and grassroots organizations, specifically referring to grassroots insurance companies and business people. The services provided by these grassroots companies and business people are inevitably affected by the conditions and the impact of service understanding. How to ensure that each customer enjoys a high level of service? Strengthen training, improve the quality of practitioners can solve this problem on a certain level. However, this method has certain limitations. At present, most of the insurance practitioners who have traveled directly with our customers in our insurance market are personal agents, because they are relatively loose from the company, making the company intent through them more likely to be deviated from the so-called formal employees. In fact, this deviation already exists in the insurance market, such as the insurance marketer mislead customer consumption, etc. In this case, to truly implement the unity of service standards, the procedures, standards, and content of the service are to be cured. Curing insurance services, an effective measure is to let services become part of the insurance product. For example, in the design of the insurance product, it is written to the provisions as an indispensable and divided organic components of insurance products, and standardize, process, unified service standards, and formulate service procedures. In this way, on the one hand, it can ensure that the product can be equipped with the objective conditions for providing services at the beginning of the market, avoiding the uniform quality of service quality due to the different objective conditions; on the other hand, Organizations and personnel, such as agents, etc., can also provide customers with the same quality services in accordance with unified procedures and criteria, and even guarantee that new practitioners can provide the same quality service for all households after short-term training. Even the new practitioners can provide high-level services to customers after short-term training, ensuring the smooth implementation of the service. 4.3 Using the Information System Support and Perfect Service Innovation Enter the 21st Century, the Informatization Wave sweeps the business sector. Increased efficiency, the prospect of the cost decline makes the insurance industry also invested in the wave of E-warming. The new market has new opportunities, there will be new profit growth points. In terms of traditional business, domestic insurance companies do not have obvious advantages over large insurance companies in foreign countries. The emergence of e-commerce has enabled domestic insurance industry to shorten the gap between international insurance companies, providing domestic insurance companies with a great opportunity to catch international insurance industry. We can see that insurance companies have the characteristics suitable for online operations. Insurance as a special commodity, there is a significant difference between with the general sense of material: (1) Insurance is a commitment, belonging to the contract, It is also a format contract. The expression of insurance products is a contract. (2) Insurance is an intangible product. It does not exist in kind, the only organism may just be a paper contract. (3) Insurance is a service product. Insurance services are all the processes of insurance companies from underwriting to claims, mainly a consultic service. The insurance product itself has the above characteristics, which is essential to operate online. First, online release of insurance terms, and make detailed, interactive explanations, will avoid the compensation disputes caused by extremely small agents to exaggerate insurance, simply extinguing the responsibility, which is conducive to maintaining good industries. Second, with the continuous improvement of my country's network legislation, the electronic contract is a contractual form of legal protection, and the insured does not need to have a tangible policy, as long as it is saved on the computer.

Again, the content of the insurance service is mainly invisible, so the insurance is suitable for online. The advantage of the Internet is combined with these characteristics of the insurance industry, which will become new forces in the development of the network insurance industry. Services with competitive advantage should be personalized, providing customer needs, which requires companies to establish intimate relationships with customers to truly understand customer needs. For insurance companies, customers' needs are changing with their age, and they face huge customer groups. They must accurately grasp the needs of each customer, and they need to record and process will be a lot of information. And data, this requires the use of new technical means, especially new information technology means to help master customer needs and their changes, thereby efficiently increase the targeted and effectiveness of services. First, to introduce the customer relationship management (CRM) system, establish a perfect digital customer file, customer service knowledge base and service record to understand the real needs of the customer, provide customers with a targeted or even personalized product. If the type of insurance is recommended, the type of insurance is recommended, according to the customer's age and marital status. Second, use Internet technology to implement some customer service automation to reduce service costs. Using the accumulated customer information and service information, such as modern communication methods such as email, electric fax, voice call, short message service, provide customers with recommendations, holidays and anniversary of the day, etc. Automatic service items, so that on the one hand, the service cost can be reduced to a large extent, and the service efficiency can also be improved on the other hand. The development of informationization to the insurance industry can also produce great driving effects. Its positive impact on the insurance industry is mainly manifested in the following aspects: 1. Use information technology to effectively reduce costs. It has greatly reduced the potential of operating costs through the Internet Sales Policy. According to estimates, insurance companies operating property, health and life insurance, will sell policy or propose services to customers through the Internet, will save 58% to 71% by phone or agents. Insurance companies can save commissions to intermediary, and insurance companies will greatly improve work efficiency. Such as the third parties such as insurance companies and hospitals, and the time and manpower consumed during the process of application and signing the policy will be reduced to the lowest point, thereby increasing work efficiency. 2. Informatization will greatly improve the quality of service. First, the network breaks through the limitations of time and space, and the insurance company can provide customers with 7 × 24 hours a day. Second, the network can provide many related "one-stop" service to customers. For example, the insurance website provides additional and insurance value-added services, which is unable to provide a lot of costs. Again, network intertteral and autonomous network insurance services are more targeted, and network users' service needs are more purposeful, more efficient. Finally, online insurance can also provide customers with "personalized" and even "artistic" services. Insurance companies can make insurance services to the user's personal characteristics by means of network platforms. 3. Use the network to conduct insurance management to improve operating efficiency. The network can realize the informationization of enterprise management, improve the efficiency of enterprises, especially in the management of the agent team, more obvious. 4.4 To pay attention to the research and development of service innovation in today's increasingly fierce competition, service as part of insurance products has become the focus of competition in various insurance companies. At present, my country's insurance company's service level and quality are still relatively backward, and the awareness of competition in service is weak. Therefore, the problem of insurance companies' service innovation research and development is worth serious thinking and exploring. Insurance products are a service product, insurance innovation, especially to pay attention to the innovation of service content. In terms of insurance services, in order to adapt to insurance consumers on the flexibility of insurance products, China-funded insurance companies can consider adding premium automatic pad paying, loan clauses, no loss of value, etc. in the insurance product design. Combine the insurance company's policy management capabilities combine innovation to reduce the definition rate.

In terms of information services, Chinese insurance companies can learn from the experience of foreign insurance companies, providing customers with risk consulting, risk management, and policy query, change, claims, etc. to enhance insurance customers' understanding and identification of insurance companies. In terms of investment services, Chinese insurance companies can consider the form of "general account" and "separation account" in the design of the "General Account" and "Separate Account", give more options when purchasing insurance products, China insurance companies The advantage of professional financial management is to provide customers with quality investment services. In addition, China-funded insurance companies can provide regular free medical examination, international emergency rescue, urgent assistance, disease consultation, family companion, family help, damage and hotline information, loss of emergency clothes, etc., to establish Chinese insurance companies Brand, enhance the company's competitiveness. The so-called innovation is not only a technological category, but also refers to the creation of science and technology, but also an economic category refers to the creation, the introduction of new economic growth in production. The process of innovation, the main one of them is that there must be a new creativity, product or service project research and development. Only in this way can the company have formed a new economic growth point. It is the company to produce the best service to customers. To make customers satisfied, companies must continue to study and develop in service innovation. For the insurance industry, there is a need to innovate insurance and service projects and forms based on the new needs of customers. In terms of innovation, such as: specializes in the insurance for disabled people, extending warm hands to unfortunate families, making people defective people to receive social concern, and also get corresponding living security, solicit, It can be described as a profit of the country. Not only did the customer satisfaction, but also has a good social impact. Innovation in service items and forms, such as: Insurance companies specialize in "Welcome to Children's Painting and Calligraphy" for children in children, give gifts, give children a beautiful and memorable festival, making children and parents very satisfaction. For example, the insurance company organizes the "Green Volunteer Planting Activities" invited customers to participate in the company, shorten the distance between each other, not only enhanced friendship, but also contributes to the protection of the ecological environment. Most of these beneficial activities, invisibly establish a good company image. In today's competitive environment, in the insurance services provided by our customers, we must continue to infuse the results of technological innovation. "People have no me, people have me." The connotation of the current insurance market is undergoing profound changes, establishing a three-dimensional, intelligent and insurance service network is a very important development trend. So China's insurance companies must vigorously implement computer networking, data processing electronics, and office automation, and conduct research and development in every link in business management. Computation has gradually entered the historical stage of comprehensive development since the resumption of domestic insurance business in 1980, has gradually entered the historical stage of comprehensive development. Institutions, the team continues to grow; the insurance products are increasing; the depth and density of insurance also present a good development situation. In particular, the opportunity of reforms and the opportunity to join the WTO, and allow foreign insurance companies to compete in the Chinese insurance, China's insurance market competition has gradually turned to customers with as many services as possible for customers. From the current efforts of my country's insurance companies in service and service innovation, China Insurance Company has basically entered the truly benign development in service innovation. More gratifying is that passive insurance consumption behavior has gradually replaced by active conscious insurance needs, people have more and more demand for insurance services, so the development space of insurance service innovation will be more and bigger, for China Insurers future service innovation development prospects we will wait and see. However, there is still enough in the US, China Insurance Company is still in the development of service innovation, the first: the insurance company can do "rain to send umbrella", but customers can't do "nothing". Therefore, insurance companies must increase their efforts in service innovation.

Through innovative service content, the insurance is deeply rooted, expand the insurance market, strengthen its competitiveness. Second: The quality of the insurance company's own employees is not good. This often leads to the pre-sale and sale of insurance services, and will not be satisfied with the after-sales service. Third: The technology is poor. This is also a major obstacle to future service innovation. In short, the task of service innovation in China's insurance companies is far away.

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