货运事故理赔时间专项调研——统计数据与基本分析

Special Survey and Research on Claim Time of Freight Transport Accidents——Statistic Data and Basic Analysis

分析铁路事故理赔周期的4个阶段及关键事项点,并针对性地开展专项调研。结果表明,铁路事故理赔周期特别是提赔时间较长,说明提赔手续繁琐、客户提出赔偿的难度较大,铁路部门为客户提供的理赔服务质量尚待提高,同时揭示了影响理赔服务质量的深层次原因。为此,提出要完善规章制度,建立更市场化的主动理赔理念、独立的理赔主体、更有效的理赔激励约束机制,不断提高信息系统和业务流程的支撑水平,以便从根本上缩短理赔周期,提高理赔服务质量。

The special investigation and research targeting on the 4 stages and key issues of claim period for railway accidents analyzed in this paper shows that the claim time is too long,which means the claim process is very complex and difficult,so the claim service quality provided by railway departments should be increased,the paper also provides the deep reason influencing the service quality.Therefore,this paper puts forward the regulation should be perfected,initiative claim concept,independent claim body and more effective claim constraint-incentive system should be established,information system and operation process level should be increased,then the claim period could be shortened and claim service quality could be increased.