车险理赔及案例浅析

车辆工程专业毕业论文，论文编号:JX873  论文字数:15100.页数:22

摘     要
 近年来，随着汽车工业的快速发展和人民消费水平的不断提高国内汽车市场异常火爆。据中国汽车工业协会统计，2009年我国国产汽车产销突破1300万辆，同比增长创历年最高，乘用车产销首次超过1000万辆，商用车总体呈良好表现，已成为世界第一汽车生产和消费国。根据公安部信息，截至2009年底，中国机动车保有量超1.8亿，汽车保有量超7000万辆。随着车险投保意识的不断提高与之相关的汽车保险也是一块巨大的蛋糕。2009年中国机动车辆保险保费收入已超过2000多亿人民币，占财产保险总保费收入的60%以上。巨大的车险市场也带来激烈的竞争，存在的问题也是层出不穷。根据业务发展的需要,市场急需兼具汽车技术运用及保险经营方面专业知识的复合型人才，车辆保险理赔人员的素质高低直接影响保险公司的服务质量，直接影响广大客户对保险公司的印象，本文结合以人为本的思想和21世纪人才竞争的观念，从车险理赔人员队伍现状及存在的问题出发，对车险理赔工作所涉及的知识加以整理，对车险理赔工作的基本流程做以介绍，并结合相关案例对相关知识的运用加以分析，以期为车险理赔从业人员的培养和车辆保险与理赔专业的课程设置提供参考，同时也希望能为广大的车险客户了解车险理赔工作的提供参考。
 
关键词：汽车 保险 理赔 知识 流程

Abstract
 In recent years, with the rapid development of China''s automobile industry and the constantly improvement of people''s consumption level the domestic car market continued extremely hot. According to China''s auto industry association, China domestic auto production in 2009, is more than 13 million cars, the highest year-on-year growth, ranked first in the world.The manufacturing and sales of passenger cars are more than 10 million and the commercial car is on a good performance. According to the Ministry of public security information, by the end of 2009, China’s motor vehicle possessing quantity is over 180 million, of which there are 70 million cars. As the vehicle insurance cover awareness continues to improve related automobile insurance is a huge cake. China’s vehicle insurance premium income has more than 20 billion yuan in 2009, accounting for the total property insurance income of more than 60%. Great automobile insurance market also brings huge fierce competition, the existing problems are endless. According to business development, market need both the use of automotive technology and insurance expertise in operating in a complex human resources. Vehicle insurance claims staff directly influences the quality of service quality of insurance company and the quality of the customers impression to insurance companies. Based on the people-oriented ideology and the concept of talent competition in the 21st century, from insurance claims staff situation and existing problems of insurance claims work involves knowledge of insurance claims to arrange, the basic process to work, and combined with the related knowledge of relevant case analysis, so as to use of personnel training insurers compensate compensate and vehicle insurance and professional curriculum, also hope to provide reference for the general customers to understand insurance claims insurers provide reference work.
Keywords:   Automobile  Insurance  Claims  Knowledge  Process.

目  录
中文摘要 i
英文摘要 ii
目录 iii
第一章     绪论 1
1.1  研究的动机与目的 1
1.2  研究的背景 1
1.3  研究的方法 2
1.4  论文內容概述 2
第二章     车险理赔 3
2.1   车险理赔工作简介 3
2.2   车险理赔队伍现状 3
2.3   车险理赔知识简介 4
2.3.1  职业道德和人际交往 4
2.3.2  车险基本知识 4
2.3.3  相关法律法规 5
2.3.4  事故分析及车辆定损 6
2.3.5  人伤鉴定与赔偿 7
2.3.6  英语及其他相关知识 7
第三章     车险理赔基本流程 8
 3.1   报案受理 8
 3.2   查勘定损 9
 3.3   核价核损 9
 3.4   收单理算 10
 3.5   核赔结案 10
第四章     车险理赔案例分析 11
第五章     车险理赔人员培养的一些建议 13
参考文献 16
致谢 17