Hoàn thiện công tác giám định và bồi thường tổn thất nghiệp vụ bảo hiểm vật chất và bảo hiểm trách nhiệm dân sự của chủ xe cơ giới

LV.ThS DHKTQD • a » f:»■ -SW> ■ rfi./la>, SK vw» ■' ■< • ?i:i: *»’ WS6T ■ it - ■ »■*-•.■ a# o fc -;y W* vc ?“ •:.:s r""' / •:% “ ‘ ■' !w?j :,-■■/ o TRUONG DAI HOC KINH TE QUOC DAN **% LE QUANG TRUNG DAI HOC KTQD TT THONG TIN THU VIEN PHONG LUAN AN-Ttf LIEU DE TAI : HOAN THIEN CONG TAC GIAM DINH VA BOI THUdNG TON THAT NGHIEP VU BAO HIEM VAT CHAT VA BAO HIEM TRACH NHIEM DAN SET CUA CHU XE CO Glen DOI vOI NGUdI THUBA TAI CONG TY CO PHAN BAO HIEM PETROLIMEX (PJICO) Chuyen nganh: Kinh te bao hiem LUAN VAN THAC SY KINH TE NGUdI HUdNG DAN KHOA HOC: PGS-TS NGUYEN' VAN DINH T+U 55U Ha Noi, Nam 2007 MUC LUC TONG QUAN NGHIEN CUU CHUONG I: NHUNG VAN DE LY LUAN VE NGHIEP VU BAO HIEM VAT CHAT VA BAO HIEM TRACH NHIEM DAN SU" CUA CHU XE CO GICH VCrt NGUdl THU* BA 1.1 SU CAN THIET KHACH QUAN CUA NGHIEP VU BAO HIEM VAT CHAT VA BAO HIEM TRACH NHIEM DAN SU CUA CHU XE CO Gldl Vdl NGUdl THU' BA 1.2 TAC DUNG CUA BAO HIEM VAT CHAT VA TNDS CUA CHU XE CO Gldl Vdl NGUdl THU BA 1.2.1 Gop phan on dinh tai chinh cho chu phuong tien rui ro duoc bao hiem xay A A 1.2.2 Bao ve quyen lpi cho ngudi thu va tang kha nang tu chu ve tai chinh cho ngudi tham gia 1.2.3 Gop phan ngan ngua va de phong han chc ton that tai nan giao thong 1.2.4 Gop phan tang thu cho ngan sach nha nude va tao them viec lam cho ngudi lao dong 1.3 NQI DUNG CO BAN CUA BAO HIEM VAT CHAT VA BAO HIEM TNDS CUA CHU XE CO Gldl Vdl NGUdl THU' BA 10 1.3.1 Bao hiem vat chat xe co gidi 10 1.3.2 Bao hiem TNDS cua chu xe co gidi doi ngudi thu 16 1.4 GIAM DINH VA BOI THUdNG TRONG CAC NGHIEP VU BAO HIEM VAT CHAT VA TNDS CUA CHU XE CO Gldl 25 1.4.1 Vai tro cua cong tac giam dinh va boi thudng 25 1.4.2 Muc tieu cua cong tac giam dinh boi thudng 26 1.4.3 Nguyen tac giam dinh boi thudng chung 27 1.4.4 Giam dinh vien 28 1.4.5 Quy trinh thuc hien giam dinh ton that 30 1.4.6 Boi thudng ton that .31 CHUONG II: THUC TRANG CONG TAC GIAM DINH VA BOI THVdNG TON THAT NGHIEP VU BAO HIEM VAT CHAT VA TNDS CUA CHU XE CO GIOI VCH NGUdl THU” BA 33 2.1 TONG QUAN CHUNG VE CONG TY CO PHAN BAO HIEM PETROLIMEX (PIJICO) 33 2.1.1 Qua trinh hinh va phat tricn cua PJICO 33 2.1.2 Ca cau to chuc quan ly cua PJICO 35 2.1.3 Chuc nang va nhiem vu cua PIJICO 40 2.1.3.1 Chuc nang cua PIJCO 40 2.1.3.2 Nhiem vu cua PIJICO40 2.2 KET QUA HOAT DONG KINH DOANH CUA PJICO GIAI DOAN 2002 - 2006 41 2.3 TINH HINH TRIEN KHAI NGHIEP VU BAO HIEM VAT CHAT VA BAO HIEM TRACH NHIEM DAN SU CUA CHU XE CO Gldl DOI Vdl NGUdl THU” BA TAI PJICO 45 2.3.1 Nghiep vu bao hiem vat chat xe co gioi (BHVC) 45 2.3.2 Nghiep vu bao hiem trach nhiem dan su (BHTNDS) 46 2.4 THUC TRANG CONG TAC GIAM DINH VA BOI THUdNG TON THAT NGHIEP VU BAO HIEM VAT CHAT VA BAO HIEM TNDS CUA CHU XE CO Gldl DOI Vdl NGUdl THU BA TAI PJICO 49 2.4.1 Quy trinh giam dinh tai PJICO 49 2.4.2 Quy trinh boi thubng tai PJICO 57 2.4.3 Ket qua cong tac giam dinh - boi thubng Lon that bao hiem vat chat va bao hiem TNDS cua chu xe co gioi doi voi ngubi thu ba tai PJICO 60 2.4.4 Tinh hinh true lqi bao hiem vat chat xe va bao hiem TNDS chu xe doi voi ngubi thu ba tai Pijico 64 2.4.5 Mot so van de ton tai cong tac giam dinh boi thubng nghiep vu BHVC va TNDS tai PJICO 69 CHUONG III: GIAI PHAP HOAN THIEN CONG TAC GIAM DINH VA BOI THUdNG TON THAT NGHIEP VU BAO HIEM VAT CHAT VA BAO HIEM TNDS CUA CHU XE CO Gldl Vdl NGUdl THU BA TAI PJICO 72 3.1 MUC TIEU VA NHIEM VU PHAT TRIEN NGHIEP VU BAO HIEM XE CO Gldl TAI PJICO .72 3.2 NHUNG THU AN LOI VA KHO KHAN LIEN QUAN DEN VIEC TRIEN KHAI CAC NGHIEP VU BAO HIEM XE CO Gldl TAI PJICO 73 3.2.1 Nhimg thuan lai 73 3.2.2 Nhung yen to kho khan 75 3.3 MOT SO KIEN NGHI VE CONG TAC KHAI THAC NGHIEP VU BAO HIEM XE CO Gldl TAI PIJICO 78 3.4 GIAI PHAP HOAN THIEN CONG TAC GIAM DINH VA BOI THUdNG TON THAT NGHIEP VU BAO HIEM VAT CHAT VA BAO HIEM TRACH NHIEM DAN SU* CUA CHU XE CO Gldl Vdl NGUdl THU BA 82 3.4.1 Nang cao trinh chuyen mon cua giam dinh vien 82 3.4.2 Thue hien nghiem tuc cac bien phap de phong han chc ton that .84 3.4.3 Boi thudng kip thdi va day du cho ngudi thu hudng quyen loi bao hiem 84 3.4.4 Nhanh chong phat hien va xu ly cac trudng hop true loi bao hiem 85 3.4.5 Thiet lap dudng giay nong 97 Ket luan 98 CHUONG III: GIAI PHAP HOAN THIEN CONG TAC GIAM DINH VA BOI THUdNG TON THAT NGHIEP VU BAO HIEM VAT CHAT VA BAO HIEM TNDS CUA CHU XE CO Gldl Vdl NGUdl THU BA TAI PJICO 72 3.1 MUC TIEU VA NHIEM VU PHAT TRIEN NGHIEP VU BAO HIEM XE CO Gldl TAI PJICO .72 3.2 NHUNG THUAN LOI VA KHO KHAN LIEN QUAN DEN VIEC TRIEN KHAI CAC NGHIEP VU BAO HIEM XE CO Gldl TAI PJICO 73 3.2.1 Nhimg thuan lai 73 3.2.2 Nhung yeu to kho khan 75 3.3 MOT SO KIEN NGHI VE CONG TAC KHAI THAC NGHIEP VU BAO HIEM XE CO Gldl TAI PIJICO 78 3.4 GIAI PHAP HOAN THIEN CONG TAC GIAM DINH VA BOI THUdNG TON THAT NGHIEP VU BAO HIEM VAT CHAT VA BAO HIEM TRACH NHIEM DAN SU CUA CHU XE CO Gldl Vdl NGUdl THU” BA 82 3.4.1 Nang cao trinh chuyen mon cua giam dinh vien 82 3.4.2 Thue hien nghiem tuc cac bien phap de phong han chc ton that 84 3.4.3 Boi thudng kip thdi va day du cho ngudi thu hudng quyen loi bao hiem 84 3.4.4 Nhanh chong phat hien va xu ly cac trudng hop true loi bao hiem 85 3.4.5 Thiet lap dudng giay nong 97 Ket luan 98 DANH MUC CHf VIET TAT Chu viet day du Chu viet tat Bao hiem BH Bao hiem trach nhiem dan su BHTNDS Bao hiem vat chat BHVC Cong ty co phan bao hiem Petrolimex PJICO BHYT BHXH DANH MUC BANG BIEU Bang 1.1: So xe co gioi tham gia giao thong dubng bo b Viet Nam (19902006) ’ Bang 1.2: Tinh hinh tai nan giao thong dubng bo b Viet Nam (1990 - 2006) 9 Bang 1.3.- Bieu phi bao hiem vat chat xe co gioi 16 Bang 1.4: Bieu phi bao hiem TNDS chu xe co gioi doi voi ngubi thu ba cho han muc trach nhiem toi thieu bat buoc 22 Bang 1.5: Bieu phi dai han bao hiem TNDS chu xe co gibi doi voi ngubi thu ba 24 Bang 2.1: Danh sach sang lap vien cua PJICO 33 Bang 2.2: Ket qua kinh doanh cua PJICO (2002-2006) 42 Bang 2.3: Thu nhap binh quan cua ngubi lao dong b PJICO (2002-2006) 43 Bang 2.4: Tinh hinh khai thac bao BHVC xe oto tai PJICO(2002-2006) 46 Bang 2.5: Tinh hinh tham gia bao hiem TNDS chu xe co gibi doi vbi ngubi thu ba tai PJICO (2002-2006) .47 Bang 2.6: Co cau doanh thu phi bao hiem vat chat xe va bao hiem hiem TNDS chu xe doi vbi ngubi thu ba cua cac cong ty bao hiem tren thi trubng bao hiem Viet Nam, 2006 48 Bang 2.7: Tinh hinh giam dinh boi thubng bao hiem vat chat xe to tai PJICO, 2002- 2006 61 Bang 2.8: Tinh hinh giam dinh boi thubng bao hiem TNDS chu xe doi vbi ngubi thu ba tai PJICO, 2002-2006 63 Bang 2.9: Tinh hinh giai quyet khieu nai doi boi thubng bao hiem vat chat xe tai PJICO (2002 - 2006) 64 A DANH MUC • CAC HINH Hinh 2.1: Bieu trung sir hinh PJICO tir cac co dong sang lap 34 Hinh 2.2: So to chuc cua PJICO 37 Hinh 2.3: Mang lubi hoat dong cua PJICO tren toan quoc 39 Hinh 2.3: Doanh thu va lpi nhuan sau thue cua PJICO giai doan 2002-2006 43 Hinh 2.4: Thu nhap binh quan dau ngubi/thang 44 Hinh 2.5: Quy trinh giam dinh bao hiem xe co gibi tai PJICO 50 Hinh 2.6: Quy trinh giai quyet boi thubng BH xe co gibi b PJICO 57 Hinh 2.7: Co cau doanh thu phi bao hiem vat chat xe va bao hiem TNDS chu xe doi vbi ngubi thu ba tren thi trubng bao hiem Viet Nam, 2006 48 DANH MUC CHV VIET TAT er y Chu- viet day du Chir viet tat Bao hiem BH Bao hiem trach nhiem dan sir BHTNDS Bao hiem vat chat BHVC Cong ty co phan bao hiem Petrolimex PJICO BHYT BHXH TRUONG DAI HOC KINH TE QUOC DAN * * * LE QUANG TRUNG DE TAI : HOAN THIEN CONG TAC GIAM DINH VA BOI THUBNG TON THAT NGHIEP VU BAO HIEM VAT CHAT VA BAO HIEM TRACH NHIEM DAN SUCUA CHU XE CO Gldl DOI Vdl NGUdl THLTBA TAI CONG TY CO PHAN BAO HIEM PETROLIMEX (PJICO) Chuyen nganh: Kinh te bao hiem TOM TAT LUAN VAN THAC SY Ha Noi, Nam 2007 75 r luong phuc vu khach hang Den nay, dich vu bao hiem xe co gidi cua PJICO da co vi tri xung dang tren thi trudng va long khach hang Cd uy tin va thuong hieu, PJICO cung de dang hon viec trien khai nghiep vu so vdi mdi bat dau tham nhap thi trudng - Co so vat chat va trinh quan ly cang duoc hoan thien PJICO cang duoc trang bi nhieu co so vat chat tot hon nham nang cao nang suat va chat luong khai thac; dap ung kip thdi cong tac boi thudng va chain soc khach hang Thong qua trang WEB, khach hang cua PJICO cd dieu kien tiep xuc thudng xuyen / r r vdi san pham, vdi chat luong dich vu ma cong ty cung cap Mat khac, nhung thac mac cua khach hang cung dupc PJICO giai dap mot each nhanh chong va thuan tien - Cac thuan loi khac Ben canh nhung thuan loi d tren, hoat dong kinh doanh bao hiem xe co gidi cua PJICO cd dupc mot so thuan loi khac nhu: Hoc hoi kinh nghiem tu hoat dong thuc tien cua mot so cong ty bao hiem dan anh khac, tir cd dieu kien chinh ly nhung thieu sot viec trien khai nghiep vu ma nhung cong ty di trudc mac phai; Chien lupc cua PJICO nhung nam vira qua da cd /■ A nhung chu dac biet doi vdi cong tac phat trien mang ludi Cho den nay, nhung no luc da dem lai cho PJICO cong nhat dinh Hoat dong cua mang Bac vao Nam 3.2.2 Nhirng kho khan - Thi trudng bao hiem Viet Nam cang co su canh tranh gay gat Su phat trien manh me cua thi trudng bao hiem mot mat tao nhieu co hoi kinh doanh cho cac doanh nghiep bao hiem nhung mat khac cung mang lai nhung kho khan thach thuc ldn Tinh hinh canh tranh tren thi trudng bao hiem cang trd nen khoe liet hon vdi nhieu chieu canh tranh: Canh tranh giua cac doanh nghiep ■> bao hiem cua Viet Nam vdi nhau; Canh tranh giua doanh nhiep bao hiem 76 nudc vai doanh nghiep bao hiem co von dau tu nudc ngoai; canh tranh giua cac doanh nghiep bao hiem cu va mdi; Be ton tai, phat trien va cung co vi the tren mot thi trudng bao hiem dang phat trien va cd nhieu sue ep canh tranh nhu vay, PJICO khong chi phai canh tranh r vdi Bao Viet - mot “dan anh” tren thi trudng bao hiem Viet Nam ma phai doi mat vdi cac “doi thu” kha manh khac nhu Bao Minh, PVIC, PTI, Ngoai ra, cho r r r den nay, PJICO khong the khong chu y den su ddi cua mot so “guong mat” mdi tren thi trudng bao hiem phi nhan tho Viet Nam nhu AAA, GIC, BIC, Theo 16 trinh gia nhap WTO cua Viet Nam, bat dau tu 1/1/2008, cac doanh nha nudc Viec gianh giat thi trudng, loi keo luc luong ban hang du kien se trd len quyet liet hon cac nam trudc Do vay, cac doanh nghiep bao hiem tren thi trudng, cd PJICO, deu phai tich cue chuan bi tir nam 2007 de canh tranh vdi cac doanh nghiep bao hiem nudc ngoai cd nhieu loi the ve nguon lire tai chinh, ve A trinh chuyen nghiep, ve kinh nghiem hoat dong, r ? A - Nhan thuc va y thuc ve bao hiem cua nguoi dan cdn han che Mot kho khan nua cua PJICO la nhan thuc va y thuc cua khach hang viec mua bao hiem, ke ca bao hiem bat buoc rat kern Mac du nhan thuc ve bao hiem cua ngudi dan may nam qua da cd nhieu tien bo so vdi trudc day song mot bo phan ldn ngudi dieu khien phuong tien van chua hieu gi nhieu ve bao •> r \ r hiem Ho khong muon mua bao hiem vi ho cho rang khong may bi nan Khong nhung vay, van nhieu khach hang co tam ly neu bi nan se tir chiu chu khong muon dong phi vi khong biet nao mdi dupc hudng Dac biet bao hiem TNDS gay kho chiu Khach hang tham gia bao hiem trach nhiem dan sir thuong rat hay hieu lam giua Bao hiem TNDS vdi BH vat chat xe, dac biet la nhung khach hang tham gia Bao hiem TNDS chu xe may Co mot so lupng ldn khach hang 77 ' gay tai nai nan co ton that cho ngudi thu1 ba va co str hir hong xe, ho yeu cau nha bao hiem boi thirong cho ca phan hu hong, gay nhung khieu nai ve giai quyet boi thudng, anh huong phan nao den uy tin cua cong ty Them vao la sir y lai cua khach hang ho nghi rang da tham gia bao hiem la nha bao hiem se phai chiu hieu biet ve bao hiem X - Cong tac to chuc khai thac bao hiem chua thuc su co chieu sau Cong tac khai khai bao hiem xe co gidi d PJICO co nhieu bat cap, hieu qua khai thac khong cao Sd di noi nhu vay la viec khai thac bao hiem TNDS cua / r r chu xe doi vdi ngudi thu ba chu yeu la thong qua cac tram dang kiem So luong khach hang khai thac qua kenh kha deu dan va dem lai nguon doanh thu chinh cho nghiep vu bao hiem xe co gidi tai PJICO Ngoai ra, mot so vudng mac khau giam dinh bdi thudng cua PJICO lien quan den co che phan cap boi thudng cung co anh huong den ket qua khai thac bao hiem Khau giam dinh bdi thudng mat them thdi gian va gay rac roi cho ngudi tham gia bao hiem gay cam giac kho chiu khach hang - Van de true lai bao hiem dien bien phuc tap Mot van de kho khan khac la tinh hinh true loi bao hiem xe co gidi cang phuc tap hon Mot nhung nguyen nhan dang luu tam vdi PJICO la dao due nghe nghiep cua nhan vien giam dinh bdi thudng bao hiem Hien tupng true loi ma nguyen nhan la tir phia can bo bao hiem khong phai la khong cd d cong ty Nd anh huong tuc tiep den cong tac giam dinh, anh huong hieu qua kinh doanh nghiep vu bi mat nhirng khoan tien bdi thudng sai True loi bao hiem gay mat cong bang doi vdi nhirng khach hang bao hiem trung thuc - Trinh can bo edn han che, bat cap, dac biet la a cac chi nhanh 78 Mac du bo may to chuc da duoc dieu chinh va cac phong ban tai cong ty cung nhu b cac chi nhanh deu da dupc bo sung can bo nhung nhin chung nang luc khai thac, ky nang nghiep vu, kha nang maketing van nhieu han che, nang suat lao dong thap so vdi thi trubng chung Viec tuyen chon nhan vien loi long, tinh trang thi cu lay le da gay hien tuong thua nhung nhan vien thieu nang luc nhung lai thieu nhung ngubi co trinh chuyen mon thuc su 3.3 Mot so kien nghi 3.3.1 Doi vdi Nha num Nha nude can nghien cuu va sua doi bo Luat bao hiem nham tao khung phap ly cho cac doanh nghiep bao hiem hoat dong, tang cuong hieu luc va tien toi hoan thien dan dan luat kinh doanh bao hiem dua tren dong gop y kien thuc tien tu cac doanh nghiep, vi du nhu Luat kinh doanh bao hiem tai Dieu 37 thi doanh nghiep bao hiem khong co quyen yeu cau ben gay thiet hai boi hoan nhung khoan tien ma minh da tra cho ngubi dupc bao hiem ngubi dupc bao hiem bi thuong, bi benh tat hay bi chet Nhu vay doanh nghiep bao hiem khong co quyen yeu cau ngubi thu boi hoan va ngubi dupc boi thubng van giu quyen yeu cau doi boi thubng doi vdi ben thu va ngubi dupc bao hiem se dupc hubng loi, doanh nghiep bao hiem khong the yeu cau ngubi thu boi hoan Hoac tai Dieu 25 khoan cua Luat doanh nghiep co ghi: doanh nghiep co quyen lap chi nhanh, van phong dai dien nude va nude ngoai, khong co bat ky mot dieu nao quy dinh mot doanh nghiep khong dupc phep lap cac chi nhanh hay van phong dai dien tai noi co tru so chinh dong Dieu co nghia la doanh nghiep dupc tu chu viec lap cac chi nhanh hay van phong dai dien cua minh tai bat ky noi nao ke ca noi co tru sb chinh Trong do, Luat kinh doanh bao hiem va cac Nghi dinh cung nhu Thong tu hudng dan luat kinh doanh bao hiem lai khong cho phep Nha nude can phai co van ban quy dinh xu phat nghiem khac vdi nhung cong ty bao hiem, dai ly bao hiem vi pham luat kinh doanh bao hiem Dac biet la 79 hien tinh trang giam phi bao hiem mot each tien bat chap khung phi da quy dinh cua Bo Tai Chinh, cac cong ty vi muc dich canh tranh thu hut khach hang da phi xuong sat muc nguy hiem, gay rui ro viec hoat dong kinh doanh cua cong ty, nguy hai den loi ich cua khach hang, mat on dinh thi trudng bao hiem Vi giam phi qua muc se lam cho thu khong du bu chi dan tdi viec bdi thudng bi tri tre hoac khong cd kha nang bdi thudng dung nhu hop dong cho khach hang Dieu se lam anh hudng xau den loi ich cua khach hang, dac biet la doi vdi khach hang tham gia bao hiem TNDS doi vdi ngudi thu khong dupe giai quyet bdi thudng nhanh chong hoac khong du kha nang chi tra thi khong nhung anh hudng tdi ngudi tham gia ma anh hudng den ca ngudi thu (ngudi bi thiet hai ve tai san, tinh trang sue khoe, tinh mang loi cua ngudi tham gia bao hiem gay ra) Cac co quan quan ly giao thong can phai cd bien phap quan ly chat che hon nua cong tac cap dang ky va giay phep luu hanh xe Hien cdn ton tai mot so lupng khong nho xe oto da qua thdi han su dung tir lau, chat lupng khong dam bao nhung van dang dupc luu hanh Day la nguon rui ro ldn cho hoat dong kinh doanh bao hiem cua cong ty, cac co quan co chuc nang ve quan ly phuong tien can cd bien phap kien quyet xoa bo nhung xe khong dat tieu chuan va khong cho tham gia giao thong Vi no khong nhung anh hudng den tinh hinh kinh doanh bao hiem cua r r cong ty ma nd cdn la mdi de doa ldn doi vdi ngudi dan tham gia giao thong 3.3.2 Doi vdi Cong ty Cong ty can phai xay dung mot chien lupc khai thac phu hop vi dieu kien hien nay, canh tranh cang gay gat quyet liet hon, su dam chan tai cho cua bat ky mot doanh nghiep nao cung dong nghia vdi su tut hau va that bai tren thi trudng Chinh vi vay, de ton tai va phat trien tren thi trudng bao hiem hien nay, cac cong ty bao hiem phai lien tuc doi mdi phuong thuc hoat dong, tim cac bien phap khac phuc han che nhung mat yeu va phat huy nhung mat manh cua minh Vi the nen xay dung chien lupc khai thac PJICO phai xac dinh dupc vi tri, uy tin cua minh tren thi trudng, dieu cd anh hudng rat nhieu tdi ke hoach kinh doanh 80 cua cong ty Vi du nhu xem xet ve quy mo doanh nghiep dua tren cac chi tieu nhu thi phan, sir da dang cua mang ludi phan phoi To chuc nghien cuu hanh vi cua khach hang muc tieu, tim nhung uu nhuoc diem cua san pham ma cong ty cung cap de tir co the dua cac bien phap nang cao chat luong san pham, thu hut khach hang mua san pham cua cong ty vi chat luong san pham la nhan to quyet r a dinh Vi du: Bao Viet da thuc hien giai quyet boi thudng pham vi 15 (trudc day la thang) Dieu da mot phan tao duoc niem tin cua khach hang truyen thong cung nhu nhirng khach hang tiem nang cua cong ty Bao Viet y y Tang cudng cong tac tuyen truyen quang cao quan chung nhan dan, vi tuyen truyen quang cao la mot nhirng chien luge maketing, la mot hoat dong rat quan trong cong tac ho tro cho khai thac va xue tien ban hang, nhung han che ve chi phi quang cao cua cac chi nhanh nen cong tac quang cao chua duoc chu lam Vi vay cong ty can tang them chi phi cho linh virc de cd the thuc hien tot chuong trinh quang cao Ion va an tuong Cac bien quang cao can duoc du ve so luong va lap dat tai cac noi dong dan cu nhu: nha ga, ben cang, tren dudng su xuat hien mot tam ap phich Ion cua PJICO giua mot khong gian rong se gay thu hut cho khach hang (vi muon cong thi trudc het cong ty phai de khach hang biet den minh sau biet den san pham cua minh, dac diem cung nhu chat luong cua san pham va neu tham gia ho se cd nhung quyen loi gi Tuy nhien muon tuyen truyen quang cao tot thi trudc tien cong ty phai co ke hoach soan thao chuong trinh quang cao cu the: xay dung muc tieu, ngan sach chi cho quang cao, phuong tien quang cao, muc chi phi, thong diep duoc gui di, noi dung thong diep danh gia hieu qua quang cao mang lai Phuong tien truyen tin co the qua y r r ti vi, bao chi, to roi Tivi la phuong tien truyen tin den duoc vdi so dong ngudi xem nhung chi phi cao Bao chi : chi phi re hon song cd nhieu ngudi khong cd co hoi tiep xue Phat to roi : chi phi re nhat nhung han che so luong ngudi nhan tin 81 Noi dung thong diep can phai ngan gon, de hieu, thong tin phai duoc lira chon ky cang Sau thong tin duoc gtri di thi can phai danh gia hieu qua hoat dong tuyen truyen quang cao dua vao cac tieu chi nhu: doanh thu, thi phan To chuc cac hoi thi tim hieu ve chat lupng an toan giao thong, hoi thi khach hang tim hieu ve bao hiem, hpp tac vdi cac phuong tien thong tin dai chung, tham gia giai dap nhung thac mac ve linh vuc bao hiem phi nhan tho Xay dung va quan ly mot he thong dai ly co hieu qua dong thdi md cac ldp tap huan nham nang cao trinh nghiep vu cho can bo, cong tac vien de dap ung nhu cau thuc tien hien Cong ty phai thudng xuyen giam sat danh gia hoat dong cua cac dai ly tir rut kinh nghiem va co chien lupc cho phu hpp hon Xay dung chinh sach khach hang hpp ly bang each phan chia khach hang theo cac tieu thuc khac de tien cho viec khai thac va cd chinh sach uu dai hpp ly cho tirng loai khach hang Day manh viec phoi hpp chat che vdi cac nganh chtrc nang nhu canh sat giao thong, so giao thong cong chinh, cue thue, cac tram dang kiem viec khai r nr Tang cuong viec gidi thieu khuyech truong san pham danh tieng cua cong t>, tang cuong ban bao hiem thong qua mang Internet Hinh thuc mang lai loi ich r nr ldn cho cac cong ty va tren the gidi hien nd la hinh thuc bien vi : • Co the gidi thieu san pham khong bi gidi han ve thdi gian, khong gian, so lupng ngudi dupc gidi thieu cung mot luc • Md kenh lien lac true tiep vdi khach hang qua mang 82 • Giam chi phi trung gian, quan ly • Chi phi quang cao tren mang khong ton kern quang cao tren ti vi Den cong ty PJICO da co trang Webfwww.pjico.vn ) song thong tin vdi noi dung chua dupc phong phu Do vay can tang cudng nhung thong tin can thiet nhu: nhung quy dinh ve pham vi bao hiem, phi bao hiem, bdi thudng • Can bo khai thac can dac biet chu y den cong tac danh gia muc rui ro trudc cap bao hiem Sd di chung tdi de nghi nhung kien nghi tren vi tat ca deu cd lien quan true tiep hoac gian tiep den cong tac giam dinh va bdi thudng ton that lien quan den chat lupng va hieu qua cua cong tac 3.4 Giai phap hoan thien cong tac giam dinh bdi thudng ton that bao hiem vat chat xe va bao hiem TNDS chu xe co1 gioi doi vdi ngudi thd ba tai PJICO 3.4.1 Nang cao trinh chuyen mon cua giam dinh vien \ ' Cong tac bdi thudng cua cong ty se khong the dat dupc hieu qua cao nhat neu cd nhung yeu kern ve mat chuyen mon cua giam dinh vien lam cong tac giam dinh Vi cd giam dinh chinh xac, kip thdi thiet hai thi cong tac bdi thudng ton that mdi nhanh chong va chinh xac dupc Muon vay, cong ty can phai quan tam tdi mot sd van de sau: r r - Thudng xuyen gui can bo di hoc cung cd, nang cao kien thuc chuyen mon, bo sung nhung kien thuc ngoai chuyen mon nhu tin hoc, ngoai ngu, cong nghe mdi a r nganh Tuyen truyen nang cao y thuc cho giam dinh vien bdi quyet dinh cua ho cd anh hudng ldn den sd tien bdi thudng Doi vdi cac trudng hop khong du trinh do, Cong ty can xem xet bo sung kien thuc hoac cd the bo tri sang lam cong tac phu hop hon 83 - Co che thi tuyen rong rai, thu hut ngudi tai ve Cong ty boi vi moi ca nhan Cong ty dong vai trd quan ddi vdi hoat dong cua nhung ngudi lai Thudng xuyen to chuc tap huan nang cao nghiep vu cho nhan vien de ho theo kip yeu cau cong tac - Doi ngu can bo nhan vien cua cong ty ve bo phan giam dinh boi thudng can phai dupc tuyen chon va tien hanh sang loc ky hon Tuyen chon nhung ngudi hieu biet ve ky thuat, nim vung thi trudng Ngoai nhan vien giam dinh phai la ngudi co pham chat dao due tot, co lap trudng, tu tuong vung vang, co tinh quyet doan, biet phat hien va han che true loi bao hiem - Khi giam dinh boi thudng, can bo giam dinh phai chuan bi trudc day du ho r \ z so, tai lieu, dung cu may moc, trang thiet bi can thiet dupc bao co tai nan thuoc trach nhiem cua cong ty la phai kip thdi co mat Lam tot khau se tao dupc \ r ~ nhung hinh anh tot dep ve cong ty Can bo giam dinh hudng dan cho ngudi thu ba lam nhung thu tuc can thiet vdi thai nhe nhang, than thien - Neu tai nan khong thuoc nhung pham vi bao hiem cua cong ty, can bo nhan vien cua cong ty khong nen co thai ho hung, khong co trach nhiem Dieu r r se anh hudng rat Ion den uy tin cua cong ty, boi le khach hang luon luon co tinh nghi ngd, nhieu chinh ho ki hpp dong mua bao hiem nhung lai khong hieu r ghi thong tin rat it Vi vay can bo cua cong ty phai tim each tham hoi ngudi bi nan va giai thich cho gia dinh khach hang ve pham vi dupc bao hiem hay khong dupc bao hiem Dong thdi cong ty cung nen linh hoat xem xet xem co the ho trp mot phan kinh phi cho khach hang cua minh nham khac phuc hau qua tai nan, nham nang cao tinh nhan dao, uy tin va hinh anh cua cong ty cho khach hang - Ben canh cong tac nang cao trinh chuyen mon Cong ty can dac biet nang cao dao due nghe nghiep hoat dong khai thac BHVC va TNDS 84 3.4.2 Thuc hien nghiem tuc quy trinh giam dinh, boi thudng va cac bien phap de phdng han che ton that r r x - Phoi hop voi canh sat giao thong de to chuc cac chien dich phong ngua tai nan thong qua cac phuong tien thong tin dai chung - Voi nhung doan dudng nguy hiem Cong ty co the cho xay dung cac cong trinh lam giam nguy hiem cua doan dudng nhu: dudng lanh nan, guong cau, tudng chan de han che tai nan Thanh lap cac tram cap cuu giao thong thudng truc 24/24 tai cac doan dudng co mat xe cao De thuc hien bien phap nay, cong •> r •> ty co the phoi hop cung voi Nha nuoc thuc hien de giam bot chi phi - Trong trudng hop thiet hai xay thi tim moi bien phap han che ton that xay them nhu: khoanh vung tai nan, thue ngudi coi - Thuc hien cac cuoc nghien cuu, dieu tra ve nguyen nhan tai nan, muc thiet hai tung trudng hop cu the, sau tu van cho khach hang ve nhung r nguyen nhan nhung tai nan co the xay doi voi xe cua ho va cac bien phap phong chong thich hop Bien phap se co tac dung nang cao tinh than canh giac cua lai xe, chu xe, han che den muc thap nhat cac tai nan co the xay r r < x - Ap dung he thong uoc tinh chi phi sua chua bang may vi tinh de giai quyet X XXX boi thudng hieu qua va hop ly hon Cong ty co the trang bi them cac phan mem can thiet cho he thong may vi tinh Viec uoc tinh chi phi sua chua co the duoc tu dong tinh sau nhung so lieu can thiet duoc truy cap vao may tinh X XX 3.4.3 Boi thudng kip thdi va day du cho ngudi thu huong quyen loi bao hiem Khi tai nan xay ra, cac chu xe co mua bao hiem thudng mong muon cong ty nhanh chong boi thudng cho ho, de ho co the on dinh va di vao hoat dong san xuat x r r f binh thudng Vi vay, co ho so khieu nai, thdi gian som nhat co the, Cong ty phai giai quyet cho khach hang tranh de ton dong ho so, tu se tao duoc long r x tin noi khach hang Muon vay, Cong ty can phai: 85 - Huang dan chi tiet va cu the cac buoc qua trinh thu thap ho so', chung tu co lien quan den vu tai nan de dam bao giai quyet boi thudng nhanh chong, bdi mot phan cac vu ton dong la khong du giay td can thiet - Cac vu nghi ngd gian lan cung can duoc dieu tra nhanh chong de dua cac ket luan ro rang ve viec co boi thudng hay khong (phai duoc thong bao ro rang bang van ban), tranh y lai vi co su nghi ngd nen tri tre viec giai quyet ho so r a - Voi cac vu tai nan d xa, can phai co su phoi hop kip thdi giua Tong cong ty va cac Cong ty bao hiem truc thuoc de nhanh chong xet giai quyet boi thudng cho khach hang 3.4.4 !\honh chongphat hien ta xirlyeat triro'ngho'p true loi bao hiem Khi co su nghi ngd gian lan bao hiem don khieu nai cua khach hang, Cong ty phai tien hanh dieu tra khan truong, giu bi mat cong tac dieu tra, khong cho chu xe biet Bdi neu co su ro ri thong tin se danh dong cho chu xe co phuong an doi kip thdi Neu phat hien co truc loi phai co cac bien phap ngan chan va xu ly nghiem minh nhu: Ngung viec chi tra boi thudng, truy doi ngudi tham gia bao hiem nhung chi phi ma Cong ty da bo qua trinh dieu tra va huy bo hop dong, neu qua nghiem co the dem truy to truoc phap luat z a Doi voi tung trudng hop gian lan bao hiem can phai co tung bien phap xu ly rieng Cu the la: - Neu nghi ngd co hien tuong hop ly hoa tai nan va hieu luc bao hiem \ r r thi viec dau tien la kiem tra lai giay chung nhan bao hiem xe co hop ly khong Neu da thay hop ly thi viec giam dinh chu yeu dua vao viec xac minh tai hien trudng A cung ldi khai cua cac nhan chung de xac dinh dung xay tia nan bao gom tong hop cac cong viec sau: r r o • Xac minh tai hien trudng dua tren cac dau vet lai xem co phu hop voi tai nan nhu ldi khai cua chu xe, lai xe khong 86 • Xac minh dua tren loi khai cua cac nhan chung r • Xac minh qua cac doi tuong lien quan vu tai nan nhu ngudi bi thuong tren xe, ngudi thu ba, da duoc dua di cap cuu b dau, vao luc nao • Xac minh hanh trinh cua xe: hanh trinh tir dau, vao luc nao, da tung bdc hang hay cho hang d dau Sau bang cac bien phap nghiep vu co the ket luan thdi diem xay tai nan - Neu cd sir nghi ngo ve hien tuong lap ho so khieu nai nhieu lan De ngan \ Z Z chan hien tupng rat can co su phoi hop cua cac cong ty bao hiem tren thi trudng voi nhu: trao doi nhirng thong tin co lien qua den chiec xe bi tai nan Dieu co the thuc hien dupe thong qua mang Internet - Neu nghi ngo co hien tupng thay doi tinh tiet vu tai nan thi can: • Doc ky loi khai cua lai xe, bien ban kham nghiem hien trudng de tim nguyen nhan cua vu tai nan z z z z z z • Doi chieu ban goc cua cac loai giay to lien quan: giay phep lai xe, giay phep luu hanh - Neu co nghi ngo ve su tao hien trudng gia thi qua dieu tra cac dau vet sot lai tren hien trudng xem co phai la xe da bi tai nan d day hay khong, doi chieu vdi nhung dau vet tren xe bi tai nan Hoac doi chieu bien so xe vdi so khung, sd may de xac dinh xem xe dang nam tren hien truong co phai la xe da tham gia bao hiem hay khong Z Z > - Neu cd sir nghi ngo khai tang ton that thi can: • Kiem tra lai cac chung tir ma chu xe da cung cap ve gia tri phap ly cung nhu tinh hop ly cua no so voi thi trudng 87 • Neu xe chu xe tir dem di sua chua thi can theo doi thudng xuyen qua trinh sua chua, chu y cong tac nghiem thu sua chua xe xem bo phan hu hong thuc te da dupe thay the, sua chua dung chung loai, chat lupng hay chua thudng thi can phai co cac bien phap xu ly thich hpp vi day la trudng hpp vi pham r r nghiem nhat va cung kho phat hien nhat r Ngoai ra, qua trinh giam dinh phai co su phoi hpp chat che vdi co quan an ninh, giam dinh nhanh chong sau tai nan xay de tranh cho khach hang nhung rac roi khong dang cd cung nhu khong co co hoi true loi bao hiem, Cong ty cung can phai tao dupc moi quan he tot vdi cong an, canh sat giao thong de giam sat chat che cac trudng hpp lai xe vi pham cac quy tac ve dam bao an toan giao thong, giam thieu toi da su moc noi cua lai xe vdi cong an Xiet chat moi quan he vdi cac xudng sua chua xe co gidi co uy tin vira de dam bao chat lupng sua chua, vira tranh dupc chu xe cau ket vdi xudng sua chua de khai tang gia 3.4.5 Thiet lap duong day nong Cong ty nen thiet lap duong dien thoai nong (khach hang khong phai mat chi phi cuoc goi) de thu thap thong tin tir phia khach hang ve chat lupng dich vu cua cong ty, dong thdi khach hang cd the nhan dupc nhung hudng dan cu the ve cong tac boi thuong 88 KET LUAN ' / Bao hiem xe co gidi co y nghia vo cung quan tong doi vdi doi song xa hoi noi chung va cuoc so cua mdi ca nhan noi rieng Nd gop phan san xe, bii dap ton that giup cho mdi ca nhan nhanh chong khac phuc hau qua, hoa nhip nen kinh te thi trudng, giam bdt ganh nang ve tai chinh gap rui ro ve phuong tien giao thong Vdi sir phat trien khong ngung cua khoa hoc ky thuat, cung nhu doi song cua dan cu, nhu cau bao hiem cho ban than va tai san cua ho cang tang, ttrong khong the thieu duoc bao hiem xe co gidi Mdi cong ty bao hiem can phai cd A A A nhung chinh sach hop ly, an toan ve khai thac, giam dinh, bdi thudng, de phong han che ton that Qua qua trinh lam viec true tiep tai PJICO, em nhan thay nghiep vu bao hiem vat chat va bao hiem trach nhiem dan su cua chu xe co gidi da dupc Cong ty trien khai kha cong, ty doanh thu cua nghiep vu tong doanh thu chung cang tang Hang nam, nghiep vu bao hiem mang lai loi nhuan dang ke cho cong ty Ben canh nhung tuu da dat dupc thi van mot sd diem han che can phai khac phuc, dac biet la cong tac giam dinh va bdi thudng Ilicn nay, thi trudng canh tranh cang gay gat, cong ty cang phai cd gang nd luc hon nua de cd the dung vung tren thi trudng, phan dau trd nha bao hiem xe co gidi chuyen nghiep, gianh dupc nhung vi tri cao tren thi trudng la muc tieu quan cua cong ty thdi gian tdi Vdi nhung ket qua da dat dupc, tin tuong PJICO se thuc hien dupc muc tieu cua minh Trong pham vi luan van nay, em da trinh bay thuc trang nghiep vu, nhung thuan loi kho khan ma PJICO gap phai, tir dua nhung y kien de xuat cac giai phap nham day manh hoat dong cua nghiep vu Do nhieu han che ca ve ly luan va thuc tien nen bai viet khong tranh khoi nhung thieu sot, em rat mong nhan sau dupc hoan thien hon Em xin chan cam on! DANH MUC TAI LIEU THAM KHAO Ban tin chuyen nganh cua Hiep hoi bao hiem Viet nam Cong ty co phan bao hiem Petrolimex (2007), Quy tSc bao hiem ket hop xe co gidi David E.Bland, Hoc vien Hoang gia Anh (1993), Bao hiem - Nguyen tac & thtfc hanh, Nxb Tai chinh Nguydn Van Dinh (2004), Giao trinh Bao hiem, Nxb Thong ke, Ha noi Nguydn Van Dinh (2004), Giao trinh Quan tri kinh doanh Bao hiem, Nxb Thong ke Ha noi Tong Cong ty bao hiem Viet nam, Tap chi bao hiem Tap chi Con so va str kien Tap chi Giao thong Van tai