铁路快运货物损失理赔服务质量提高对策

Countermeasures of Increasing Service Quality of Railway Express Freight Damage Compensation

随着供给侧结构性改革的深化及各种运输方式竞争加剧,为提高铁路快运货物损失理赔服务质量,提升客户满意度,针对铁路保价运输理赔服务存在问题,即货损率较高、客户提赔积极性较低、主动理赔意识不强、存在不保价或不足额保价的现象、运到时限问题影响竞争力,提出规范标准化作业、优化理赔流程、落实主动赔付、减少不足额保价情况、研究扩大理赔范围、完善评价体系的对策,以此提高铁路快运在货运市场的竞争力,促进铁路快运的可持续发展。

Following the promotion of supply-front structural reform and intensified competition of each transport modes, in order to increase service quality of railway express freight damage compensation and the customer satisfaction, targeting with the existing problems, such as compensation service of railway value-insured transportation, including high freight damage rate, low activeness of customers＇ compensation claim, weak consciousness of active compensation, phenomena of little or insufficient amount of value insurance and the influence of limited delivery time on competitiveness, this paper puts forward countermeasures such as standardizing operation, optimizing compensation process, fulfilling active compensation, reducing insufficient amount of value insurance, expanding compensation scope and improving evaluation system, so as to increase market competitiveness of railway express freight transportation and promote sustainable railway express development.