Nâng cao chất lượng giám định và bồi thường nghiệp vụ bảo hiểm vật chất xe cơ giới tại tổng công ty bảo hiểm bảo việt

TRUONG DAI HOC KINH TE QUOC DAN DAI HOC KTQD TT THONG TIN THWVIEN PHONG LUAN AN -TVLIEU NANG CAO CHAT LUONG GIAM DINH VA BOI THUdNG NGHIEP • VU• BAO HIEM VAT • CHAT XE CO GlOl TAI TONG CONG TY BAO HIEM BAO VIET CHUYEN NGANH : KINH TE BAO HIEM LUAN VAN THAC SY KINH TE Ngutii hitting dan khoa hoc: PGS.TS NGUYfiN VAN DINH HA NOI - 2011 LOI CAM DOAN luan van la trung thuc va chua dugc cong bo bat ky cong trinh nao khac Ha Noi, 28 thang 09 nam 2011 Ngirfri cam doan Luyen Minh Dice MUC LUC Ldl CAM DOAN MUCLUC DANH MUC CAC TU VIET TAT DANH MUC CAC BANG, SO DO, HINH VE TOM TAT LUAN VAN X X PHAN MO DAU CHUONG - LY LUAN CHUNG VE CONG TAC GIAM DINH VA BOI THUONG NGHIEP VU BAO HIEM VAT CHAT XE CO GlOl 1.1 Su can thiet khach quan va tac dung cua nghiep vu bao hiem vat chat xe co gioi 1.1.1 Su can thiet khach quan 1.1.2 Tac dung cua bao hiem vat chat xe co gioi 1.2 Noi dung co ban cua nghiep vu bao hiem vat chat xe co gioi (Nguon: Giao trinh Bao hiem Dai hoc Kinh te Quoc dan) 1.2.1 Doi tuqng va doi tuqng tham gia bao hiem 1.2.2 Pham vi bao hiem ■ 11 1.2.3 So tien bao hiem va Phi Bao hiem 13 1.2.4 Hop dong Bao hiem 17 1.3 Giam dinh va boi thuong nghiep vu bao hiem vat chat xe co gioi 19 1.3.1 Vai tro cua cong tac giam dinh va boi thuong 19 1.3.2 Cong tac giam dinh bao hiem vat chat xe co gioi 211 1.3.3 Cong tac boi thuong bao hiem vat chat xe co gioi 26 1.4 Chat luqng giam dinh boi thuong, cac tieu chi va chi tieu danh gia 28 1.4.1 Chat luong giam dinh va boi thuong 28 1.4.2 Cac tieu chi danh gia 29 1.4.3 Cac chi tieu danh gia 32 CHLTONG - CHAT LUONG GIAM DINH VA BOI THUdNG NGHIEP VU BAO HIEM VAT CHAT XE CO GICJI TAI TONG CONG TY BAO HIEM BAO VIET 40 2.1 Mot vai net ve Tong Cong ty Bao hiem Bao Viet (Bao hiem Bao Viet) 40 2.1.1 Qua trinh hinh va phat trien 40 2.1.2 To chuc bo may quan ly 42 2.1.3 Ket qua hoat dong kinh doanh cua Tong Cong ty Bao hiem Bao Viet (2006-2010) 44 2.2 Tinh hinh trien khai bao hiem vat chat xe co gioi o Tong Cong ty Bao hiem Bao Viet 47 2.2.1 Khai quat ve thi trubng bao hiem xe co gioi Viet Nam 47 A ■» ’ r 2.2.2 Nhirng Ket qua trien khai bao hiem vat chat xe co gioi tai Tong Cong ty Bao hiem Bao Viet 49 2.3 Thue trang cong tac giam dinh, boi thuong bao hiem vat chat xe co gioi o Tong Cong ty Bao hiem Bao Viet 53 2.3.1 Ve cong tac giam dinh 53 2.3.2 Ve cong tac boi thuong 62 2.4 Danh gia chat luong cong tac Giam dinh - Boi thuong bao hiem vat chat xe co gioi tai Tong Cong ty Bao hiem Bao Viet 68 2.4.1 Danh gia chat luong giam dinh 69 2.4.2 Danh gia chat luong boi thuong 71 2.4.3 Danh gia cong tac phdng chong true lqi bao hiem 75 r \ \ \ 2.4.4 Nhung van de ton tai cong tac giam dinh va boi 79 thuong CHU'ONG - GIAI PHAP NANG CAO CHAT LUONG GIAM DINH VA BOI THUONG BAO HIEM VAT CHAT XE CO GlOl TAI TONG CONG TY BAO HIEM BAO VIET 82 3.1 Muc tieu va nhiem vu phat trien nghiep vu bao hiem vat chat xe cor gicri (Ngudn: Tong Cong ty Bao hiem Bao Viet) 82 7 3.2 Nhirng thuan loi va kho khan trien khai nghiep vu bao hiem vat chat xe co gioi 84 ' ' 3.3 Giai phap nang cao chat lupng giam dinh va boi thuong bao hiem vat chat xe co gioi tai Tong Cong ty Bao hiem Bao Viet 88 3.3.1 Doi voi congtac giam dinh 88 3.3.1.1 Kip thbi xu ly tiep nhan khai bao tai nan 88 3.3.1.2 Nang cao trinh chuyen mon cua doi ngu giam dinh vien 89 3.3.1.3 Tiep tuc hoan thien Quy trinh giam dinh .91 3.3.1.4 Chan chinh he thong true giai quyet tai nan 24/24 92 _ _ r a 3.3.1.5 Phoi hop dong bo voi cac ben lien quan qua trinh giam dinh 93 3.3.2 Doi vai cong tac boi thuong 94 3.3.2.1 Cai thien tien giai quyet boi thuong 94 3.3.2.2 Nang cao trinh chuyen mon cho can bo lam cong tac boi thuong 95 3.3.2.3 Phoi hop hieu qua voi cac ben lien quan cong tac giai quyet boi thuong 96 3.3.3 Cac giaiphap chung gop ghUn nang cao chat luong phuc vu khach Uaag troag kUnn giCm diaU bOi thuong : 97 3.3.3.1 Xny duag Trngg tnm dich vc kUCch Uaag de day ghoah tiea cun ho va giai qnynt boi thuong 97 3.3.3.2 Xny duag co so du lien giC xe va giC phc tuag 9)9 3.3.3.3 Tiea Uaah va dny tri thuoag xnyea viec dCah giC su Uai lnag kUCch Uaag 100 3.3.3.4 Thuc hien Cot ccc bien phU-C de ghUna hUn diU ttn thUt 101 3.3.3.5 PhUna ccUna: true Ion bbo Idem 102 3.4 Mot s o kien nahh 104 3.4.1 Dti voi co qnoa qnoa ly aha aubc 104 3.4.2 Dti voi Tah doaa Tai chinU-Boo hiem Boo Viet: 104 3.4.3 Dti voi Hinh hoi bio Uiem Vint Nom 105 KET LUAN 107 TAI LIEU THAM KHAO DANH MUC CAC Tl VIET TAT Chic viet tat Chic viet day du Bao hiem Bao Viet : Tong Cong ty Bao hiem Bao Viet BBGD : Bien ban Giam dinh BHVCXCG : Bao hiem vat chat xe co gioi DNBH : Doanh nghiep Bao hiem GCNBH : Giay chung nhan bao hiem GDV : Giam dinh vien GTBH : Gia tri Bao hiem GYCBH : Giay yeu cdu Bao hiem HDBH : Hop dong Bao hiem HSBT : Ho sor boi thuong KDBH QTBH : Kinh doanh bao hiem r •? : Quy tac Bao hiem STBH : So tien Bao hiem STBT : So tien Bdi thuong DANH MUC CAC BANG, SO DO, HINH VE Trang r 7 Bang 1.1 Bieu phi Bao hiem ngan han 16 Bang 1.2 Bieu phi Bao hiem dai han 16 So1 2.1 Co cau bo may to churc Tong Cong ty Bao hiem Bao Viet 42 Bang 2.1 Ket qua hoat dong kinh doanh cua Bao hiim Bao Viet giai doan 2006-2010 44 r z Bang 2.2 Ket qua kinh doanh nghiep vu bao hiem vat chat xe co gioi toan thi truong (2006 - 2010) 48 Bang 2.3 Doanh thu phi bao hiem nghiep vu bao hiem vat chat xe co gioi tai Tong Cong ty Bao hiem Bao Viet (2006-2010) 50 y z Bang 2.4 Ty le boi thuong nghiep vu bao hiem vat chat xe co gioi tai Tong Cong ty Bao hiem Bao Viet (2006-2010) 51 A Z So- 2.2 Quy trinh giam dinh thiet hai bao hiem vat chat xe co gioi tai Tong Cong ty Bao hiem Bao Viet y y z 54 z Su 2.3 Quy trinh giai quyet boi thuong bao hiem vat chat xe co gioi tai Tong Cong ty Bao hiem Bao Viet 63 Z Z Z Bang 2.5 Tinh hinh giai quyet khieu nai bao hiem vat chat xe co gioi tai Tong Cong ty Bao hiem Bao Viet (2006-2010) 69 z y z z y y Bang 2.6 So vu boi thuong giai quyet va so tien boi thuong cua nghiep vu bao hiem vat chat xe co gioi tai Tong Cong ty Bao hi£m Bao Viet (2006- 2010) 71 Bang 2.7 Phan cap boi thuong tai Tong Cong ty Bao hiem Bao Viet nam 2010 73 Bang 2.8 So giai quyet boi thuong trung binh moi vu tai T6ng Cong ty Bao hiem Bao Viet nam 2010 74 Bang 2.9 Tinh hinh true lqi bao hiem vat chat xe co gioi tai Tong Cong ty Bao hiem Bao Viet (2006 - 2010) 77 TRUONG DAI HOC KINH TE QUdc DAN LUYEN MINH DtTC NANG CAO CHAT LUONG GIAM DINH VA BOI THUONG NGHlfiP VU• BAO HIEM VAT CHAT • • XE C0 GI0I TAI TONG CONG TY BAO HIEM BAO VIET (HUYEN NGANH : KINH TE BAO HIEM LUAN VAN THAC SY KINH TE Ngttdri hiiffng dan khoa hoc: PGS.TS NGUYEN VAN DINH HA NOI-2011 95 - Doi vai khau ddi boi thudng ngudi thu ba va xu ly tai san bi hu hong: Khi xe tham gia bao hiem vat chat tai Cdng ty gap tai nan ton that nhung loi cua ben thu ba Theo nguyen tac, DNBH se bdi thudng cho khach hang trudc roi mdi tien hanh ddi ngudi thu ba Tuy nhien, tren thuc te viec yeu cau ngudi gay tai nan A A e boi thudng trudc hoac xac nhan trach nhiem trudc bdi thudng la co hieu qua hon, tranh dugc hanh vi thoai thac trach nhiem va khong chap nhan muc thiet hai cua ben thu ba gay vien cd la khong duac tham gia giam sat qua trinh khac phuc thiet hai De dam bao viec doi ngudi thu ba dugc hieu qua, thi tu dau chuyen vien bao hiem phai giai thich vdi chu xe de ho hieu dugc trach nhiem va quyen lgi viec doi ngudi thu ba, dac biet la trach nhiem cung DNBH thuc hien quyen doi ngudi cd ldi gay tai nan bdi thudng theo QTBH va van ban phap ly quy dinh Trong trudng hgp ben thu ba cd tinh tron tranh trach nhiem hoac khong thoa thuan dugc trach nhiem bdi thudng, cac can bo giai quydt bdi thudng can linh hoat viec yeu cau su can thiep, giup dd cua ca quan chuc nang Bdi tren thuc te, giai quyet cac ca quan chuc nang thudng it quan tarn den quyen lgi cua DNBH viec ddi ngudi thu ba hoac la khong nam dugc quy dinh 3.3.2.2 Nang cao trinh chuyen mon cho can bo lam cong tac bdi thudng Trong cdng tac bdi thudng, can bo giai quyet bdi thudng ddi hoi phai nam ro ve nghiep vu BHVCXCG de xac dinh chinh xac ton that nao thuoc pham vi bao hiem, phai nam vung QTBH, nguyen tic bdi thudng va nhung yeu td nhu: gia tri thuc te cua xe bi thiet hai, bang ty le tong nhu vay mdi cd the linh hoat viec xac dinh STBT, dam bao dung tien bdi thudng theo quy dinh Vdi sd lugng xe tham gia bao hiem gia tang nhu hien nay, sd vu khieu nai ddi bdi thudng cung tang len dang ke va sd lugng HSBT ma bo phan giai quyet bdi thudng phai tiep nhan kha ldn Vi vay, can bo giai quyet bdi thudng can dugc 96 nang cao trinh chuyen mon de ho co the lam viec hieu qua hon, giai quyet duoc so luong cong viec chinh xac hon Tuy nhien, vdi so luong can bo giai quyet bdi thudng nhu hien so vdi khoi luong cdng viec ma ho dam nhan dang la kha ldn, vi vay Cdng ty can tuyen dung them nhung can bo gidi de lam vung manh hon cho cdng tac bdi thudng toan he thdng Co nhu vay, cac can bo se co them co hoi hoc hoi kinh nghiem lan nhau, giup cdng tac giai quydt bdi thudng dupe thuc hien nhanh chong, chinh xac va loai bd dan gian lan bao hiem r 3.3.2.3 Phdi hop hieu qua vdi cac ben lien quan cdng tac giai r \ quyet bdi thudng Tuong tu nhu cdng tac giam dinh, cdng tac giai quyet bdi thudng cung lien quan den nhieu bo phan va ngoai Cdng ty va de hoan tot cdng tac rat can co su phdi hop tich cue hieu qua cua cac ben Va viec phdi hop giua cac Phdng Cdng ty, giua Cdng ty vien va Tdng Cdng ty phai dupe tuan thu nghiem tuc theo quy dinh cua cua Tdng Cdng ty vi muc tieu phuc vu khach hang va ngan ngtra tdn that lien quan cham tre tir phia can bo - Viec khac phuc thiet hai doi vdi xe tham gia BHVCXCG tai Bao hiem Bao Viet phd bien van la thdng qua sua chua va thay the xe va bo phan xe d cac gara o to va Xudng sua chua xe Vi vay, bo phan giai quyet bdi thudng can tao dung mdi quan he hop tac lau dai vdi cac Xudng de vira bao dam chat lupng sira chua vira giam sat dupe chi phi sira chua, tao dieu kien thuan loi cho viec xac dinh va chi tra bdi thudng - Cd ke hoach phdi hop chat che giua nhung dpi cuu ho luu dong cua Cdng ty va cua cac don vi khac de co mat kip thdi tai hien trudng tai nan nham khac phuc va han che tdn that phat sinh them, dong thdi gop phan giam thieu chi phi bdi thudng cho Cdng ty Neu cac bo phan khong phdi hop tot de GDV co mat tai hien trudng sdm nhat, khach hang co the trao doi vdi thay doi nguyen nhan tai nan hoac day trach nhiem cho phia xe co tham gia bao hiem - Rieng ddi vdi cac bo phan lien quan khac Cdng ty, can co su lien he, phdi hop nhanh chong giua cac phdng, ban de viec tien hanh bdi thudng trd nen nhe nhang, don gian hon Chang han nhu: qua trinh giai quyet bdi thudng, neu khach hang gap kho khan, can bo giai quyet bdi thudng co thd de xuat tam ung va phdi hop vdi bo phan ke toan tam ung mot each nhanh gon, tranh gay phien cho 97 khach hang; hay phat hien true lai co the phoi hap vdi cac phong nghiep vu khac de chung minh ho sa giay td khong trung thuc, ke khai bao gia cd van de 3.3.3 Cac gidi phap chung gop phan nang cao chat luong phuc vu khach hang khau giam dinh boi thuong 3.3.3.1 Xay dung Trung tam dich vu khach hang de diy nhanh tidn r x cuu ho va giai quyet bdi thudng Tren the gidi va ca d Viet Nam thdi gian gan day da hinh nhung trung tam xu ly thong tin ho tro khach hang (thudng goi la Trung tam dich vu khach hang') cac linh vuc kinh doanh khac Dieu la vo cung can thiet de nang cao chat luong kinh doanh Dac diem cua xe co gidi la tinh co dong rat cao, tham gia bao hiem tai mot noi nhung cd the bi tai nan, su co thuoc trach nhiem bao hidm d bit cu tinh nao ma phuong tien di chuyen tdi Phuong thuc true giai quyet tai nan hien ma Bao hiem Bao Viet dang ap dung mot so ton tai nhu sau: - Khi cd su co tai nan, khach hang thudng lien lac tdi so dien thoai duong day nong (hotline) tren GCNBH cua don vi cap don bao hiem, neu bi su cd d dia ban trung vdi dia ban noi cap bao hiem thi khach hang se duoc tro giup Tuy nhien, trudng hop khach hang bi su cd d dia ban khac vdi dia ban noi cap bao hiem thi khach hang se phai lien lac tdi sd dien thoai true bao hiem cua noi cap bao hiem, sau dd DNBH se lien lac tdi sd dien thoai true 24/24 cua dia ban noi xay su cd de lien he tdi khach hang, neu dia ban xay tai nan la huyen, xa noi trung tam true 24/24 cua dia ban do, thi can bo true 24/24 cua dia ban xay tai nan lai phai lien z x r t r lac tdi sd dien thoai cua Phong phuc vu khach hang gan nhat de giai quyet Ngoai ra, tren thuc te cd mot sd trudng hop can bo true 24/24 cua noi cap bao hiem khong lien lac true tiep vdi bo phan true 24/24 noi xay tai nan ma lai dua sd dien thoai true tai nan tai dia ban xay tai nan de khach hang tu goi Nhu vay, dieu kien xe bi su cd, khach hang dang rat bdi roi, viec giai quyet qua nhieu khau nhu vay cd the gay cham che viec giai quyet, de gay buc xue cho khach hang, anh hudng den uy tin cua DNBH - Viec cd nhieu sd dien thoai true 24/24 nhu vay cd the dan den chat luong dich vu khach hang nhan duoc khong ddng nhat, khach hang bi su cd tren dia ban 98 duac cap dan bao hiem co the duoc uu hon khach hang mua bao hiem cua nai khac he thong nhung bi tai nan a dia ban cua minh - Viec thong bao tai nan qua so true dien thoai true 24/24 thuong khong duac ghi am, dan den nhieu truong hop gay tranh cai giua can bo true 24/24 va khach hang ve viec da tiep nhan hay chua tiep nhan cuoc goi - Khi co tai nan xay chu xe phai cung cap rat nhieu thong tin lien quan den xe va giay to xe nhu bien kiem soat, ten chu xe, so GCNBH, nai tham gia bao hiem, thai han bao hiem, loai hinh bao hiem Dieu gay phien cho chu xe ho dang het sue lung tung boi roi, nhat la nhung vu tai nan nghiem Viec lap va dua vao hoat dong Trung tarn dich vu khach hang neu tren se co ban khac phuc dugc nhung ton tai tren, nang cao tinh phuc vu khach hang Trung tarn se hoat dong theo mo hinh ho tra tai mot diem Co nghia la moi thong tin ve khach hang cua cac Cong ty vien se dugc dua ve de luu tru tai Trung tarn nay, khach hang khong may xay tai nan tren toan quoc thi chi phai lien he nhat tai mot duang day nong mien phi Neu xe bi tai nan can phai giam dinh hien truong, can dugc cuu ho thi Trung tarn dich vu khach hang se yeu cau Cong ty vien tai dia phuong ncri xe bi tai nan lien lac vai chu xe de hien trudng giam dinh, trg giup cuu ho Viec ho trg huong dan khach hang giai quyet tai nan, huy dong luc lugng GDV co mat kip thai can thiet, hoi han don doc tien giai quyet khieu nai cho khach hang la nhung nhiem vu chinh cua Trung tarn Dong thai, moi cuoc goi thong bao tai nan hay trao doi vai khach hang se dugc Tong dai trung tarn ghi am lai de lam bang chung Ngoai viec tu van giai quyet tai nan cho khach hang, Trung tarn co the tu van, huong dan lai xe khac phuc su co ky thuat tai cho, hoac goi Trung tarn cuu ho de cau keo xe neu can thiet Viec dau tu lap mot Trung tarn dich vu khach hang nhu vay ddi hoi phai ton rat nhieu chi phi va nhan luc Dac biet la viec quan ly hoat dong cua trung tarn mot each co hieu qua can phai co su tu van cua cac chuyen gia nuac ngoai, nhung nai da thuc hien rat cdng mo hinh tren Tuy nhien neu dugc hinh 99 thanh, Trung tam se ket hop cung vod he thong true 24/24 tai cac Cong ty vien da dugc dong nhat ve chat luong tro mot dich vu gia tang mdi, nang cao hon nua chat luong phuc vu cdng tac giam dinh va bdi thudng 3.3.3.2 Xay dung cor sd du lieu gia xe va gia phu tung Hien tinh trang chung cua phan ldn cac DNBH Viet Nam cd Bao hiem Bao Viet thieu thdng tin ve gia xe va phu tung xe do: - Su phat trien nhanh ve sd luong xe va chung loai xe tren thi trudng Viet Nam; - Su bien dong gia chinh sach thue cua nha nude; - Viec cac doanh nghiep cung cap gia thip hon thuc te de tron thue, giam phi; - Khach hang khong xac dinh duoc gia xe (xe cu); Viec Bao hiem Bao Viet chua cd co sd du lieu ve gia xe va phu tung xe se gay anh hudng rat ldn den hoat dong KDBH cua Cdng ty: - Viec thieu thdng tin ve gia xe, gia phu tung la mot nhung nguyen nhan lam giam hieu qua kinh doanh thu phi thap, bdi thudng cao (xac dinh gia tri xe thap din den viec thu phi thap, xay tai nan lai bdi thudng theo gia tri thuc te) va giam chat luong phuc vu thdi gian nhan bao hiem va bdi thudng viec cham tre giai quyet HSBT cung xuat phat tir nguyen nhan cham d khau duyet gia, len phuong an sira chua phai cho bao gia, tham khao gia - Viec thieu thdng tin ve gia xe dan den nhieu trudng hop khach hang vay von ngan hang se loi dung de true loi bao hiem, trudng hop thudng la true loi ddi bdi thudng toan bo Thdng thudng de dam bao kha nang an toan von cua minh ngan hang thudng se cho chu xe vay 70% gia tri the chap cua xe Trong nhieu trudng hop chu xe se ke khai gia tri xe cao hon gia tri thuc te, sau lay gia tri ke khai cua ngan hang di mua bao hiem Do thieu thdng tin ve gia xe, can bo ban 100 bao hiem se thuong can cu vao gia tri xe ke khai vai ngan hang de ban bao hiem dan den viec bao hiem tren gia tri Chu xe se lai dung truong hop de true lai ddi bdi thudng toan bo nhu dot xe, day xe xuong vuc de ddi bdi thuong theo gia tri da ke khai, cao hon gia tri thuc te de lay phan chenh lech - De bi ep sua chua gia cao thieu thong tin Tan dung triet de diem yeu thieu thong tin ve gia xe va phu tung xe, chu xe va xuong sua chua xe thudng khong hop tac voi DNBH gay khd khan cho khau dam phan boi thudng can bo giai quyet bdi thudng khong nam duoc gia san cua phu tung - Bao hiem Bao Viet cd 67 Cong ty vien toan he thong, mdi vu tai nan xay Cong ty lai phai mot lan khao sat gia ca sua chua khong chia se duac cho Cong ty khac Viec chua co ca sd du lieu ve gia da lam lang phi thdi gian, cong sue khong tan dung duac du lieu khong lo, san co toan he thong Vi vay, viec xay dung ca sd du lieu gia xe, phu tung xe va thudng xuyen cap nhat du lieu ve gia xe, phu tung xe, gia nhan cong cho tung vung, tung khu vuc de cac Cong ty vien tham khao la het sue can thiet Bang du lieu se giup cac Cong ty nhanh chdng: + Tra cuu nhanh gia xe nhan bao hiem phuc vu cho cong tac khai thac + Danh gia gia tri xe tai thdi diem ton that + Len phuong an sua chua lam ca sd dam phan vdi cac ben lien quan (Ca sd du lieu se cung cap gia phu tung thap nhat, mdi nhat can bo nhap mdi chi tiet phu tung qua trinh len phuong an sua chua), nit ngan thdi gian giai quyet bdi thudng r 3.3.3.3 Tien hanh va tri thudng xuyen viec danh gia su hai long khach hang Thuc te kinh doanh cho thay, mot doanh nghiep neu gia tang duac 5% khach hang trung thi lai nhuan se tang len duoc khoang 25-85%, hoac cu trung binh mot khach hang khong hai long ho se ke su khd chiu cho tan chin ngudi nghe va mot khach hang duac thoa man se ke cho nam ngudi khac ve nhung cam nhan tdt 101 dep doi vai san pham, dich vu cua doanh nghiep Khi mot doanh nghiep khong lam thoa man khach hang thi khong nhung doanh nghiep danh mat khach hang ma lam mat di rat nhieu khach hang tiem nang Xac dinh giam dinh boi thuong la khau tam viec nang cao chat luong dich vu khach hang Vi vay, phai tien hanh va tri thuong xuyen viec danh gia su hai long cua khach hang doi voi nghiep vu BHVCXCG, dac biet la khau giam dinh boi thuong Viec danh gia se giup cho DNBH phat hien duoc nhung khau nao chua lam hai long khach hang, can phai cai thien, khau nao co the cai tien hon de dua nhung bien phap dieu chinh hay cai tien de thoa man nhu cau khach hang mot cach toi da, gop phan quang ba, nang cao hinh anh DNBH De thu thap duoc he thong du lieu thong tin ve su hai long cua khach hang cong, thi xay dung phieu dieu tra khach hang thi can phai quan tam toi: - Xac dinh cac yeu to co tac dong den nhan thuc chat luong hay su hai long cua khach hang - Luong hoa so hay muc quan cua moi yeu to tuong quan voi cac yeu to khac - Xac dinh muc hai long tai thoi diem nghien cuu cua khach hang - So sanh danh gia cua khach hang tren tung tieu chi voi dbi thu canh tranh hay voi chinh minh qua khu 3.3.3.4 Thuc hien tot cac bien phap de ng han che ton that Theo quy dinh cua phap luat Quy danh cho de phong han che ton that chiBm 2% tren tong doanh thu phi bao hiem De thuc hien tot cong tac de phong han che ton that, Cong ty can quan tam toi cac bien phap sau: - Tich cuc ho tro cac co quan chuc nang xay dung them cac loai bien bao va lap dat cac loai den bao b nhung nut giao thong quan trong, cac diem den Nhung doan duong vong thi can phai xay dung duong lanh nan, cac rao chan, bo tri cac guong cau loi b cac doan duong nguy hiem 102 - Hang nam, Bao hiem Bao Viet can tien hanh danh gia va danh gia lai cong tac an toan, tim duoc nhung nguyen nhan chu yeu dan toi tai nan, nham de xuat nhung bien phap ngan ngtra nhung rui ro - Cong ty can phai co su phoi hop chat che doi voi cac co quan dang kiem, co quan dang ky xe nham xac dinh nguon goc cua xe va xem xet xe luu hanh co du cac dieu kien an toan ky thuat hay khong Cong ty cung can yeu cau cac diem dao tao lai xe, cac diem thi cap bang lai xe thuc hien nghiem tuc viec thi tuyen, dao tao phai co chit luong - Cong ty can phoi hop chat che voi cac co quan, cac nganh de to chuc khen thudng, ho tro nhung don vi thuc hien tot cong tac de phdng va han che ton that Nhung don vi tham gia bao hiem tai Cong ty ma so lupng tai nan it thi se dupe giam phi tai tuc HDBH - To chuc cac chuong trinh hd tro tay lai de giup cho lai xe biet dupe bien phap lai xe an toan, cac chuong trinh phd bien kien thuc ve luat giao thdng, an toan giao thdng dudng bo, xay dung cac Cam nang lai xe an toan 3.3.3.5 Phdng chong true loi bao hiem Tam ly chung cua hau het khach hang mua bao hiem cho tai san cua minh la de dupe chia se rui ro va an tam co su cd xay Nhung ben canh do, cung co mot bo phan khach hang gian ddi, mua bao hiem da bi tai nan hoac cd tinh gay tdn that de ddi tien bdi thudng Trong do, khong phai moi nghi van ve true loi bao hiem nao cung dupe DNBH de nghi co quan dieu tra vao cuoc Dac biet hien nay, tinh trang true loi dang cang phd bien hon nghiep vu BHVCXCG Vi vay, viec dua nhung bien phap thiet thuc phdng chong true loi BHVCXCG la dieu rat can thiet ddi vdi cac DNBH: - Trong khau khai thac, truoc cap don BHVCXCG can bo khai thac phai phdi hop vdi GDV tien hanh kiem tra xe truoc cap GCNBH Bdi tien hanh khai thac, viec giam dinh ban dau se gop phan ngan chan hanh vi gian lan true loi bao hiem khach hang tham gia bao hiem Mat khac, viec kiem tra, ddi chieu thdng tin cua khach hang vdi cac phong bao hiem khac noi bo Cdng ty va vdi 103 cac DNBH can thuc hien thuong xuyen ca truoc va sau su kien bao hiem xay ra, tranh truong hop khach hang lpi dung tham gia bao hiem cung mot doi tuong tai nhieu DNBH khac - Qua trinh giam dinh boi thuong, chi tra tien bao hiem phai thuc hien tuan tu theo dung nguyen tac va trinh tu moi khau Neu thay co dau hieu nghi ngo ve mot loai giay to nao hoac khong ro ve thoi gian, khong gian cac vu ton that can xac minh lai Neu thay can thiet phai bao de Cong ty to chuc dieu tra, xac minh cho ro Ngoai viec to chuc dieu doc lap, can tranh thu su giup cua cac ben co lien quan nhu: Chinh quyen dia phuong, cong an, nhung nguoi lam chung - Neu da phat hien co gian lan bao hiem, can phai theo doi chat che doi tupng, to chuc dieu tra xac minh chinh xac va nho cac co quan chuc nang can thiep Kinh nghiem cua nhieu nuoc can phai dieu tra cac doi tupng sau: + Nhung nguoi tham gia bao hiem nhieu loai khac nhau, o nhieu DNBH khac + Tai nan xay gan voi ky HDBH hoac tai nan xay sau khach hang mua bao hiem voi STBH lon + So vu tai nan tang cung mot diem + So vu tai nan cung mot nguyen nhan + GYCBH khong phai chinh nguoi dupc bao hiem hoac nguoi dupc thu huong quyen lpi bao hiem de nghi - Quan tam giao duc, y thuc trach nhiem, tinh ky luat tat ca cac khau can bo nhan vien, ke ca dai ly va cong tac vien Cong ty Ben canh do, phai co chinh sach dai ngo thoa dang doi voi ho, thuong phat het suc nghiem tuc se khien can bo lam viec co hieu qua hon va trach nhiem hon Tuy vay, viec theo doi phong chong gian lan bao hi£m khong dupc lam anh huong den cac cong viec khac tong hoat dong kinh doanh Nhat la viec khong dupc gay cham tre qua trinh toan bao hiem cho khach hang boi vi tuyet dai da so khach hang la nhung nguoi trung thuc 104 3.4 Mot so lden nghi 3.4.1 Doi vdi cff quan quan ly nha nudc Ca quan quan ly nha nude ve KDBH ma true tiep la Cue giam sat quan ly bao hiem - Bo Tai ehinh ean phai tang eudng hieu qua quan ly nha nude thong qua he thong xu phat nghiem khae doi vdi nhung DNBH, dai ly bao hidm eo hanh vi vi pham luat KDBH Can eo nhung bien phap nhae nhd kip thai doi vdi eae DNBH eo hanh vi eanh tranh thieu lanh manh nhu tang hoa hong va giam phi bao hiem Viee tang hoa hong va giam phi bao hiem ehinh la nguyen nhan ehu yeu dan tdi nguon thu thue te eua DNBH bi giam sut, han ehe viee tai dau tu vao dieh vu khaeh hang, neu tinh trang dien bien xau eo the dan den thu khong du bu ehi lam eho viee boi thudng dien tri tre Ngoai ra, ean thiet lap he thong thong tin qua mang ket noi true tiep giua ea quan quan ly nha nude va eae DNBH, phue vu kip thai eong tae quan ly, giam sat thi trudng Ca quan quan ly giao thong ean dua nhung bien phap quan ly ehat ehe han nua eong tae eap Giay phep lai xe va giay phep luu hanh xe Hien nay, van eon ton tai mot so luong khong nho eae xe da qua thdi han su dung, ehat lupng khong dam bao de luu thong nhien van dupe eap giay phep luu hanh Can phai kien quyet loai bo nhung xe khong dat tieu ehuan, khong eho tham gia giao thong Day la nguon rui ro rat ldn eho giao thong van tai noi ehung va nghiep vu bao hiem xe ea gidi ma dae biet la BHVCXCG noi rieng 3.4.2 Doi vdi Tap doan Tai chinh-Bao hiem Bao Viet Tap doan Bao Viet ean eo mot ehien lupe PR - Marketing phu hop, nham phat trien hinh anh va thuang hieu thieh ung dupe vdi tinh hinh thi trudng nhu hien Khi ma eae DNBH lien tiep dupe ddi thi eung la lue thuang hieu lau nam eua Bao Viet eang ean phai nhan manh de dupe khaeh hang eong nhan Tang eudng eong tae tuyen truyen quang eao PR - Marketing, dau tu xay dung mot he thong tai lieu quang eao ve san pham bao hiem nham thu hut them su quan tam eua khaeh hang Day la mot hoat dong quan hong ho trp eho khai thae va xue tien ban hang Can tang them ehi phi eho lmh vue de thue hien tot eae ehuang trinh quang eao ldn gay an tupng Cae thong diep truyen thong tdi eho khaeh hang ean phai ngan 105 gon xuc tich, de hieu va phai duoc lua chon ky cang Can to chuc viec danh gia hieu qua cua cong tac tuyen truyen dua vao cac tieu chi nhu doanh thu, thi phan v.v Xay dung va quan ly he thong cac kenh phan phoi co hieu qua, tri cac kenh phan phoi truyen thong nhu dai ly ca nhan, dai ly to chuc, dOng thdi diu tu phat trien va md rong cac kenh phan phoi hien dai nhu Bancassurance, hay thuong mai dien tu Thudng xuyen giam sat, danh gia hoat dong cua cac kenh de co nhung chinh sach phu hop Day manh phoi hop cung cac co quan ban nganh chuc nang nhu canh sat giao thong, sd giao thong cong chinh v.v viec khai thac bao hiem cung nhu cong tac de phong han che ton that, phong chong truc loi bao hiem Phoi hop nang cao nhan thuc cua ngudi dan doi vdi cong tac an toan giao thong nhu: td chuc hoi thi chat luong an toan giao thong, hoi thi khach hang tim hieu ve bao hiem v.v gop phan nang cao vi the cua nganh bao hiem noi chung cung nhu Bao hiem Bao Viet noi rieng Tang cudng dau tu cac cong nghe hien dai phuc vu ' khach hang nhu cac trung tam ho tro khach hang, phan mem quan ly khach hang, md kenh lien lac truc tiep vdi khach hang qua mang internet nham phuc vu cho viec kiem tra, giam sat cac can bo giam dinh va boi thudng dong qua trinh phuc vu khach hang, don doc va hudng dan kip thdi gap phai nhung vudng mac 3.4.3 Doi voi Hiep l^f^i bao hiim Viet Nam Hiep hoi Bao hiem Viet Nam vdi vai la co quan dau moi de su dung cac nguon quy cac DNBH dong gop nham nang cao nhan thuc cua ngudi dan ve bao hiem xe co gidi noi chung va BHVCXCG noi rieng Ben canh do, Hiep hoi cung la co quan dau moi phoi hop cung Uy ban an toan giao thong quoc gia de trien khai cac du an an toan giao thong Vdi vai tro va nhiem vu quan nhu vay, Hiep hoi Bao hiem Viet Nam can co tieng noi tich cuc Pong cac dien dan an toan giao thong dudng bo Su dung nguon quy bao hiem xe co gidi co hieu qua hong de phong han che ton that nhu 106 phoi hop voi cac co quan chuc nang day manh cac hoat dong phong chong tai nan giao thong, dac biet la hoat dong thao go cac diem den ve an toan giao thong fren cac quOc lo nhu xay dung bien bao, duong lanh nan ; tuyen truyen quang cao ve BHVCXCG, h6 tro nhan dao Hiep hoi Bao hiem Viet Nam cung la co quan dau moi phoi ket hop cac DNBH tren toan thi truong de lam tot cong tac ddu tranh phong chong truc loi bao hiem Dac biet la viec yeu cau cac co quan co chuc nang dua nhung van ban xu ly, che tai doi voi cac ca nhan, to chuc co hanh vi truc loi bao hiem Dong thoi, Hiep hoi Bao hiem Viet Nam can thuc hien tot vai tro la cau noi giua cac DNBH voi co quan quan ly nha nuoc ve bao hiem va cac co quan chuc nang co lien quan nhu: Cuc quan ly va giam sat bao hiem, Bo Giao thong, Uy ban an toan giao thong quoc gia Phoi hop voi cac co quan quan ly nha nuoc de kiem tra, giam sat viec thuc thi cac thoa thuan giua cac hoi vien, kip thoi xu ly cac truong hop khong tuan thu cac Quy che hop tac va cac hanh vi vi pham quan ly ve KDBH Tien hanh xay dung he thdng thong tin chung giua cac DNBH ve nghiep vu bao hiem xe co gioi noi rieng va nghiep vu bao hiem khac noi chung de tang cuong hop tac chia se giua cac DNBH cac khau khai thac, giam dinh, boi thuong de nang cao hieu qua hoat dong, chong truc loi bao hiem, han che canh tranh khong lanh manh Phoi hop voi cac to chuc dao tao bao hiem va ngoai nuoc to chuc cac khoa dao tao bao hiem co ban va chuyen sau cho can bo, nhan vien cac DNBH co nhu cau, nham trang bi kien thuc bao hiem cang sau rong cho can bo nganh bao hiem dap ung nhu cau cang cao cua thi truong bao hiem 107 KET LUAN Voi su phat trien khong ngung cua xa hoi va khoa hoc ky thuat, doi song cua ngudi cang duac nang cao va cai thien ve moi mat, nhu ciu cua ngudi ve cac san pham bao hiem nham bao ve cho ban than cung nhu cho tai san cua ngudi cang tang, dong khong the thieu duac BHVCXCG Moi chu xe deu coi bao hiem la mot cong cu quan tri rui ro khong may tai nan xay ra, giup ho chu dong ve tai chinh va nhanh chong on dinh lai cong viec san xuat kinh doanh Voi y nghia het suc quan dong nhu vay, nghiep vu BHVCXCG la loai hinh nghiep vu truyen thong duac trien khai tu rat nhieu nam tai Bao hiem Bao Viet, la mot nhung nghiep vu dem lai doanh thu cao nhat cho Cong ty, cung nhu mang lai lai ich chung cho toan xa hoi Trong tinh hinh thi trudng bao hiem canh tranh cang gay gat nhu hien nay, cac DNBH can nang cao chat luang dich vu hon nua de tao duac long tin doi voi khach hang La mot nhung khau quan cua dich vu cham soc khach hang, viec dua nhung giai phap nham nang cao chat luang giai quyet giam dinh - boi thudng cho khach hang la het suc can thiet doi voi Bao hiem Bao Viet Thong qua viec nghien cuu ly luan cung nhu thuc trang giam dinh va boi thudng nghiep vu BHVCXCG tai Tong Cong ty Bao hiem Bao Viet, luan van da giai quyet duac nhung van de sau: - He thong hoa nhung van de ly luan ca ban va cac tieu chi, chi tieu danh gia chat luang giam dinh boi thudng nghiep vu BHVCXCG - Thong qua viec nghien cuu, di sau vao phan tich, danh gia thuc trang giam dinh va boi thudng nghiep vu BHVCXCG tai Tong Cong ty Bao hiem Bao Viet - De xuat nhung giai phap cu the nham nang cao chat luang cong tac giam dinh va boi thudng nghiep vu BHVCXCG tai Tong Cong ty Bao hiem Bao Viet, phu hop voi dinh huong phat trien cua nghiep vu 108 Hy vong rang vai dong gop nho cua minh, luan van se mang lai lgi ich thiet thuc gop phan nang cao chat luong giam dinh boi thuong nghiep vu bao hiem vat chat xe co gioi tai Tong Cong ty Bao hiem Bao Viet thoi gian toi Tac gia xin chan cam on PGS.TS Nguyen Van Dinh da tan tinh hudng dan, chi bao; cam on cac thay co Khoa Bao hiem va cac ban be, dong nghiep da tan tinh giup tac gia hoan luan van TAI LIEU THAM KHAO z r t r Bo mon kinh te Bao hiem, Truong Dai hoc Kinh te Quoc dan (2009), Giao trinh Bao hiem, NXB Thong Ke, Ha Noi z » Bo mon kinh te Bao hiem, Truong Dai hoc Kinh te Quoc dan r r (2009), Giao trinh Quan tri kinh doanh bao hiem, NXB Thong ke, Ha Noi Bo Tai chinh Viet Nam (2006 - 2010), Thi trudng bao hiem Viet Nam nam 2006, 2007, 2008, 2009, 2010, NXB Tai chinh, Ha Noi GS TSKH Truong Moc Lam - Luu Nguyen Khanh (2005), Kinh nghiem xu ly tai nan giao thong dudng bo va bao hiem xe co gidi Hiep hoi bao hiem Viet Nam (2006 - 2010), So lieu thi truong bao hiem Hiep hoi bao hiem Viet Nam (2007), cam nang bao hiem Phi Nhan tho, NXB Tai chinh, Ha Noi •> •> r Hoc vien bao hiem Hoang Gia Anh (1998), Bao hiem - nguyen tac va thuc hanh, NXB Tai chinh, Ha Noi Quoc hoi Viet Nam (2000), Luat kinh doanh Bao hiem so 24/2000/QH10 Tap doan Tai chinh-Bao hiem Bao Viet (2006 - 2010), Bao cao thudng nien 10 Tap doan Tai chinlnI3B.) h iem Bao VVieQZt^^^?- 010), Tap chi Tai chinh Bao hiem 11 Tong Cong ty Bao hiem Viet Nam(2007), Hudng dan giam dinh va boi thudng nghiep vu bao hiem xe co gidi 12 Tong Cong ty bao hiem Bao Viet (2006 - 2010), Bao cao ket qua v r kinh doanh bao hiem goc theo nghiep vu nam 2006 - 2010