论保险公司实行柜员制的风险及对策

为在竞争日趋激烈的保险市场中赢得优势，保险公司通过服务创新，推出了柜员制。柜员制作为一种先进的服务方式，它以客户为中心，能有效地简化手续，提高效率，并且在银行业已实施多年，成为保险公司提高柜面服务质量，增强核心竞争力的必然选择。但是，保险公司不同于一般的金融行业，实行柜员制也带来了相应的风险，如保险业务本身的风险、柜员综合能力风险、道德风险和保险欺诈风险。保险公司需要通过完善内控制度。提高柜员的综合素质。增强计算机系统的处理能力，开发利用网络资源，加大事后复棱等手段来防范和化解这些风险，达到改善公司服务质量，提升公司形象，增强公司竞争力的目的。

Insurance companies have hunched a desk clerk system as a kind of service innovation in order to obtain a competitive advantage in the increasingly competitive insurance market. As a kind of advanced service method, the desk clerk system is client-centered and can effectively simplify formalities and improve efficiency. Having being adopted by the banking industry for many years, the desk clerk system is an inevitable choice of insurance companies to enhance their core competence. However, the insurance sector is different with other ordinary financial services. And Implementation of the desk clerk system has not only benefits but risks, for example, risks inherent to the insurance business, desk clerk comprehensive capability risk, moral risk and insurance fraud risk. Insurance companies need to guard against and dissolve these risks by perfecting their internal control system, improving the comprehensive qualities of desk clerks, enhance processing capacity of the IT system, exploiting internet resources and tightening afterward rechecking and so on. By doing so, they can improve their service quality, uplift their public images, and strengthen their competitiveness.