提高事故理赔服务质量的思考

Thoughts on Increasing the Quality of Accident Compensation Service

针对铁路货运事故理赔服务中存在的客户满意率低、理赔效率不高、事故案件查复不便、事故处理系统应用有待加强等问题,提出发挥技防和物防作用,净化运输治安环境;强化营销,做好足额投保工作;主动联系客户,缩短理赔周期;提高办理赔偿和兑付赔款的效率;强化理赔管理评估考核机制的对策,以实现"标准化、规范化、系统化和科学化"的事故理赔工作目标。

Targeting with the problems in accident compensation service of railway freight transportation, such as low customer satisfaction, low compensation efficiency, discommodity of accident case checking and the utilization of accident treatment system need strengthening, this paper puts forward the countermeasures including： exerting the action of technical prevention and physical prevention and cleaning the environment of transportation and public security; strengthening marketing and doing well full insurance; actively contacting customers and shortening compensation cycle; increasing the efficiency of compensation treatment and indemnity cashing; and strengthening the compensation management evaluation and examination mechanism, so as to realize the object of accident compensation working, which is ＂standardization, systematization and scientificity＂.