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读凌陆军《车险定损员叫急》(《中国保险》2003年第四期)一文,深有同感。以中国人保襄樊分公司客户服务中心为例,2001年减员增效后,定损员由原来的15人减少到7人。定损工作量在增长,定损人员在减少,工作压力日益加大,成为目前车险定损工作普遍现象。2002年,该中心受理车险报案(不含财产险类案件)7200多件,日平均案件20起左右,人平日处理案件近3件。《车险定损员叫急》一文谈了定损员工作量大的问题以及存在的危害,但未谈及解决办法。本文想就该问题深入探讨。
Reading Ling Army “car insurance loss member called urgency” (“China Insurance” 2003 fourth period) a text, feel the same. Take the example of the customer service center of the People’s Insurance Branch of the People’s Security Bureau in Baofeng, after reducing staff and increasing efficiency in 2001, the number of set-loss workers has been reduced from 15 to 7. Decreasing the workload of fixed-growth, fixed-loss personnel are reduced, the work pressure is increasing, becoming the current automobile insurance loss damage is a common phenomenon. In 2002, the center accepted more than 7,200 auto insurance reports (excluding property and casualty insurance cases), with an average daily handling rate of about 20 and people processing nearly 3 daily cases. “Car insurance loss member called urgency,” a talk about the loss of a large workload of staff members and the existence of the hazards, but did not talk about solutions. This article would like to discuss this issue in depth.