Evaluate factors effecting claims management operation in car insurance of bao viet insurance 2012 2016

Cohort 2016-2018 Master’s Thesis “Evaluate factors effecting claims management operation in car insurance of Bao Viet Insurance ( 2012-2016 )” Author: Pham Viet Hung Supervisor: Dr Nguyen Hai Duong HaNoi, May 2018 CHAPTER ONE: INTRODUCTION 1.1 Rationales of research - Situation of traffic accidents and accidents: There are over million cars nationwide By 2016, the volume of imported cars and domestically produced cars reached 300,000 units According to the National Traffic Safety Committee, there were 21,589 traffic accidents causing 8,885 deaths and 19,280 injuries in 2016, which cost billions of dong Accidents occurring with sleeper bus, container trucks and heavy trucks have caused serious and increasing losses, affecting the society's finance, so buying Car insurance is a necessity for Vietnam today Car insurance is a collection of insurance operations associated with the risks of road traffic accidents, including: Car material insurance, car owner‟s civil liability insurance for the third party, owner‟s civil liability insurance for cargoes and passengers In which, civil liability to the third party and Car material insurance are two main types deployed in Vietnam today Car material protection is not only a preventive measure to limit the damage caused by accidents, but also a protection of the owner from other possible risks such as theft, explosion Then, the car owner or driver will be covered all or part of the financial losses This helps them to stabilize their lives and continues to participate in production and business Thus, Car insurance in general and Car material insurance in particular are becoming increasingly important and necessary to every individual, organization and society - How are Bao Viet and its situation of vehicle insurance currently? According to data of the Insurance Supervision and Management Department, total assets of the whole market in 2016 reached approximately VND 240 trillion, an increase of 27% compared to 2015 Total investment to the economy in 2016 reached nearly VND 187 trillion, up 24% Total premium revenue reached VND 86 trillion, of which non-life insurance reached VND 36 trillion, a growth of 13% over 2015 - The work of claim and investigation in Car insurance plays an important role: Although Car insurance is still a major contributor to the non-life insurance industry, it has the highest ratio of claim In 2016, a letter of the leader of a large insurance company in the market was sent to adjust the claim ratio of Cars which had been over the allowed threshold, influencing significantly to its business results Until the beginning of 2017, another insurance company with its safe business strategy must hold an extraordinary meeting to rectify the underwriting activities and compensation of Cars in the context of the increasing claim ratio of Cars There are two very important areas including underwriting and claim management in the operation of Car insurance, in which the Claim management is the decisive stage for right liability compensation of the insurance company and the right interests of customers as well as to ensure business efficiency, towards sustainability in the development of BaoViet Insurance as well as the operation of Car insurance, bringing customers „confidence about BaoViet Insurance As a leading company in Vietnam insurance market, Bao Viet Insurance is aware of the danger when its key business is not effective, affecting the overall business efficiency of the business, causing potentially great consequences for business, society and insurance buyers Bao Viet Isurance has issued a number of short-term and long-term measures to reduce the risks of Car business, including adjustments to the Claim management Studying on the Claim management in Bao Viet Insurance is an urgent requirement in the operational process of the insurance industry in general and Bao Viet in particular, meeting the requirements of business efficiency, Bao Viet brand name value and level of competition 1.2 Objectives, Subject and Scope of Research 1.1.1 Research objectives - Systematize theoretical basis related to the management of claim in Car insurance - Analyze the factors affecting the process of claim settlement in Car insurance at Bao Viet Insurance Corporation - Propose some methods to improve risk management at BaoViet Insurance Corporation, aiming at Car insurance market focusing on service quality and effectiveness 1.1.2 Research subjects - The factors affecting the process of claim settlement in Car insurance 1.1.3 Research scope - The work of compensation and inspection and the factors affecting the claim inspection of Car insurance at Bao Viet Insurance Corporation during 20122016 1.2 Research Methods - The thesis uses qualitative research methods, methods of investigation, methods of analysis and statistics - The thesis uses two sources of database: + Secondary data: Collected from reports, documents widely published by the Vietnam Insurance Association (VIA), Insurance Management and Supervision Department, Baoviet Financial Report + Primary data: Collected from surveys, inspections with  The subjects who:  Customers have purchased Bao Viet insurance and have used Bao Viet's claim inspection service  Claim adjusters, Claim managers  Executives and leaders of Bao Viet‟s business units  Survey duration: 01 month  Survey scope  100 customers  10 Claim adjusters, claim managers  10 sales executives, sales manager Collect data Process and analyze data Secondary data Qualitative research methods Method of preminary interview Survey method Record statistics using Microsoft Excel Primary data 1.3 Research process Theoretic basis Proposal and research model Preliminary study: Interview and gather information on inspection and claim of Car in Baoviet Set up calibration using questionaire Official study: Data collection using survey method with questionnaire Synthesize, process, analyze data Analyze and evaluate: - Factors affecting the claim management operation of Car - Propose solutions and improve CHAPTER II: CAR INSURANCE PRODUCT AND CLAIM MANAGEMENT OPERATION IN CAR INSURANCE IN BAO VIET INSURANCE (2012 – 2016) 2.1 Introduction of Bao Viet Insurance 2.1.1 Bao Viet Insurance – History and Development BaoViet Insurance Corporation (BaoViet Insurance) is a member company invested 100% by Bao Viet Holdings Over the course of nearly half a century of establishment and development (from January 15, 1965 to present), Bao Viet Insurance is proud to be the most long-standing insurance company in Vietnam, always affirming its leading position in market share, original premium revenue and charter capital BaoViet Insurance has made great efforts to perform well the role and responsibility of the leading insurer in Vietnam in supporting and settling claims for customers as well as in social security in order to ensure sustainable development and contribute to improving the quality of life for the community History of formation and development:  1964: Vietnam Insurance Company was established under Decision 179/CP of the Government dated 17 December 1964  1965: Officially entered into non-life insurance business with headquarter in Hanoi and branch in Haiphong on 15/01/1965  1965 - 1974: Served a small group of customers who are State economic entities operating in the field of import - export and ship in the North  1975-1982: The biggest and only state-owned insurer in Vietnam with extensive network and diversified insurance products such as aviation insurance, human insurance, Car insurance, insurance of river ships - fishing vessels  1989: Developed into Vietnam Insurance Corporation under Decision No 27-TCQĐ-TCCB issued by the Ministry of Finance on February 17, 1989  1996: Ranked as "Specialized State-owned Enterprise", one of the 25 largest state-owned enterprises in Vietnam  1996-2007: During this period, Bao Viet continued to diversify and improve the quality of products and services with the slogan "Best serving the customers for development"  2007: Vietnam Insurance Corporation was renamed Bao Viet Insurance Corporation (Bao Viet Insurance) with slogan "Your trust, our commitment”  2013: Bao Viet Insurance increased its chartered capital from VND1,800 billion to VND2,000 billion, becoming the leading company in terms of chartered capital in non-life insurance sector in Vietnam With a network of 79 member companies and more than 300 business offices serving customers nationwide, more than 3,000 highly qualified staff, strong financial strength, diversified and superior products, good capacity of business management, risk management and claim settlement, Bao Viet Insurance is confident about its ability to advise and meet all insurance requirements of its individual customers and enterprise customers Over the years, BaoViet Insurance is one of the pioneers in deploying business model in the direction of centralized management, diversification of products and distribution channels, promoting the risk management and construction of advanced information technology system Bao Viet Insurance always strives for the core values of product quality (high quality standard), approach (close, friendly and professional), cooperation spirit (sustainable relationship with customers and partners based on mutual understanding) with the spirit (honesty, transparency, accountability to the community and standard in corporate governance) 2.1.2 Organizational Structure Bao Viet Insurance Corporation is a member company, 100% invested by Baoviet Group, organized according to the following diagram: Bao Viet Insurance Corporation Chairman of Member Board Figure 2.1 Organization of BaoViet Insurance Source: BAOVIET INSURANCE Functions of each department, division: General Director: Carries out all the work of the Corporation, makes business decisions for the Corporation (including 79 member companies) throughout the territory of Vietnam General Director‟s decision will be the final decision to bring revenue and effectiveness for Bao Viet Chairman of the Members‟ Board: represents the shareholders of Bao Viet Insurance together with General Director to make decisions to bring efficiency and profit to the shareholders Deputy General Directors: in charge of the following areas: Human Resources, Internal Control, Accounting, Planning - Finance, Operations (including Car division) Responsible for managing and planning reports in the specialized area to submit to the General Director for approval Divisions: heading as Directors, responsible for grasping their fields of expertise to report to the Board of Directors in order to support the overall management + Planning - Finance Division: Plan policies on cash flow, revenue and expenditure of premium and compensation as guidelines for member companies and other divisions to implement + Accounting division: Research and guide member companies and relevant divisions about the accounting profession + Internal Control Division: Inspect, guide and warn member companies to strictly comply with regulations and procedures of General Director and the law + Car Division: Research and guide the promulgation of regulations, processes and products on the type of Cars for the whole organization + Claim – Inspection Division: Perform the function of damage inspection perform the compensation according to the hierarchy (300tr for operation of car, 20tr for operations such as health, property ) Support member companies in case of difficult and complicated cases Together with other relevant divisions represent the Corporation about the operation in case of disputes with customers 79 member companies of Bao Viet Insurance Corporation Figure 2.2 Organization of BaoViet Insurance‘s Branch Source: BAOVIET INSURANCE Directors of member companies: Directly run the business of insurance products issued by the Corporation in the areas of management to bring revenue to Bao Viet, be responsible for the whole business of the company In-charge deputy directors: in charge of direct sales departments or indirect departments to support the business of the company, reporting to the directors of arising work to make the right decision according the market Indirect departments: run by department heads, in charge of specialized jobs (accounting, operations, claim), support for the operation of the sales department + General Accounting Department: Directly collect insurance premiums, business expenses of the direct sales department Report directly to the director and the Accounting Division + Department of Operations: Research, support the issuance of products of the Corporation to deploy, support departments to exploit and sell insurance products in accordance with the regulations issued by the Corporation + Department of Claim - Inspection: Perform damage inspection, plan and directly compensate for loss under VND300 million and over VND 20million (in term of Car and human), under VND20 million (with other operations such as Health, property) Coordinate with the sales department to serve customers best - Providing a clear KPI of the work of the assessor to standardize the level, workload of each assessor 4.2.5 IT improvement - Building a software system based on the actual needs of the new era, synchronized with the existing data of Bao Viet - Equipped with specialized softwares for indemnity - indemnity with flexible criteria, flexible on multi platform and connected to existing systems of Bao Viet - Upgrading the machines used by surveyors: traditional cameras replaced by smartphones, deskop replaced by laptops - With InsureJ software - insurance system management software - Bao Viet Insurance can effectively control the operation of the business from sales to collection, indemnity, after-sales service However, up to now, the Insure J way is operating is still considered to be quite complex, time consuming update information and training for many employees of Bao Viet This would require the company to improve InsureJ's expertise but still ensure the simplicity of its implementation It is easy for Baoviet officials to get acquainted with and apply to their work practices 4.2.6 Quality improvement of appraisal - indemnity - Establishing a centralized appraisal -indemnity model to unify the way indemnity processes are handled throughout the system, minimizing fragmentation in the Bao Viet system With a focused indemnity model, it will help to specialize the work that Baoviet staffs are currently working on simultaneously, which helps to improve the professional level, utilizing the capabilities of each department in their workplaces - Setting standards in appraisal - indemnity: Car insurance profiteering in Vietnam in general and Bao Viet in particular are increasingly complicated and become a painful problem The prevention of fraud in Car insurance today is one of the necessary and urgent issues associated with the risk management of the Corporation Bao Viet should have flexible measures, suitable for each form of profiteering Bao Viet:  Rationalizing accident time and insurance effect: If the insurerance staff suspects the above phenomenon, then check reasonable insurance certificate If it is reasonable, the assessment is mainly based on field verification and testimony of the witness / driver / vehicle owner to determine the date of the accident including the following specific tasks: + The scene verification : whether the traces in the area and where the accident occurred is consistent with the statement of the driver or the car owner? + Verification is based on witness testimony, people around where the accident occurred + Verification through the objects involved in the accident: the person on the car injured to any extent, third person damage - Re-verification of the journey of the car: departure, stops, stopped for loading or unloading Then it is necessary to set the verification details are logical, reasonable in terms of time as well as the statement of the owner to make the final statement If insurance profitering act is discovered, the insured person will not receive indemnity; Depending on the amount of money intended to be appropriated, the company will take reasonable measures (lightly, conciliation, heavy, can be prosecuted before the law) Employees who accidentally or intentionally misrepresent themselves are responsible for their behavior in accordance with the company's rules - A way of insurance profiteering is backward date of the effective date This error is subjective, internal management of the company for agents, mining staff so the management is the main task Therefore Bao Viet Insurance Corporation needs: - The focal point for management and monitoring of agents and employees engaged in regular exploitation Regularly remind agents to follow the business process, paying attention to insurance officers about cases where the customer requires a valid date to validate the circulation - When detecting that the agent, the staff writes down the effective date of insurance, the manager must thoroughly check the Insurance certificate, stubs and invoices Also he asks the insurance seller to report the incident to take treatment measures for this officer  Changes of details in the accident: The appraisers: - Reading the driver's testimony, the field appraisal report, the field record to analyze the situation of the accident - Copying of the above documents such as driver's license, circulation permit - If there is no sign of repair, it may be possible to look at the original of the accident dossier at the functional agency to make a record if difficulties can be solved by the help of the superior agency - In case this is detected, the insured person is not entitled to receive monetary indemnity Depending on the amount of money to be appropriated, will prosecute the fraud of appropriation of socialist property  Fraud record: - From the senses to investigate traces on the scene whether the driver has an accident there or not - Checking the license plate number with the frame number and machine number to determine whether the vehicle is on the scene or not - This form needs the "help" of the authorities so it is difficult to detect If detected, the insured person will not receive any monetary indemnity, but it is also alleged to be involved in fraudulent misappropriation of property in Article 139 of the Penal Code of the Socialist Republic of Vietnamese  Increased amount of loss: - Making the assessment at the earliest (preliminary examination, detailed examination) - Must be monitored regularly during the repair process - Noting the acceptance of repair (damaged parts have actually repaired, replaced the correct type, quality ) - Replacing parts must be strictly managed, avoiding turnaround repair for money indemnity - Cooperating well with the repair shop, but have to be independent, resolute - This form is easy to implement so it is easy to detect The company should have specific quotes, each type of equipment, for each type of vehicle of the same company in the assessment team should have a mechanic - If you discover that this form of fraud can be solved by the principle of reconciliation, smooth, when there is evidence, prove that the customer profiteering to avoid the child to tear out loud But customers refuse to accept, they must apply professional measures for customers to see their fraud and not accept indemnity  Multiple complaints:  - Must find the relevant car in the complaint to determine whether the indemnity of another car is for a third party or indemnity for covered car - When the vehicle is registered in another province, it must notify the insurer in the province of the vehicle registration and only indemnity when the confirmation information from the branch of Bao Viet This form is easy to detect if companies have information about each other, but because competition for information security companies is a loophole for profiteers Therefore, to limit this form of companies try to build good harmony, healthy competition at least disclose the information on the loss indemnity to know and treat - If you discover this form of profiteering, you have to be determined not indemnity and find evidence and prove the profiteering of customers to customers see the insurance activities are very large and tight  Deliberate accident: - Elaborating a detailed and detailed investigation plan, paying special attention to the work of taking eyewitness testimony, knowing the involved matters and analyzing the circumstances of accidents - Apart from the independent investigation plan, it is necessary to enlist and mobilize the assistance of specialized investigating bodies such as investigating police, fire prevention and fighting police and the Criminal Science Institute - Many instances of deliberate cheating come from being insured with high value, so it is absolutely necessary to determine the actual value of the car before joining the insurance: determined by vehicle origin, Original record of vehicle registration (with assessment when paying registration tax ), determination of repairing place through repairs, upgrading to determine value added - In the course of investigating suspicion of insurance profiteers, it is necessary to ensure that there are some requirements such as: quick urgently not to affect the settlement of accidents or to let customers know the plans, The results of the investigation shall be recorded in written records or documents evidencing the fight against the insurer - This form shall be handled according to Article 578 of the Civil Code of the Socialist Republic of Vietnam The law states: "The insured shall be obliged to comply with the conditions stated in the contract, relevant provisions of law and take measures to prevent damage." "In cases where the insured fails to perform the damage prevention stated in the contract, the insurer may set a time limit for the insurer to apply such measures; If, at the end of the time-limit, preventive measures are still not implemented, the insurer may unilaterally suspend the performance of the contract or fail to pay the insurance sum when the damage occurs due to the fact that the preventive measures are not implemented present " 4.3 Recommendations 4.3.1 For the State The State needs to build a common legal framework based on practical comments from insurers, from which insurers take that as the basis for conducting accurate indemnity In the case of insurance profiteers, the State should provide rigorous and deterrent penalty frameworks for customers who have insecure purposes to recuse and to set an example for others fraudulent schemes In addition, the State should have written regulations to strictly punish companies and insurance agents in violation of insurance business law At present, the arbitrary reduction of fees, despite the fee schedule set by the Ministry of Finance for the purpose of competition, attracts customers to risk the company's business performance, thereby jeopardizing the main the interests of customers, the insurance market instability With excessive discounts, it is not enough to compensate for indemnity, resulting in the inability of the indemnity to be provided to the customer or delayed indemnity The State should intensify the propagation and dissemination of the law on traffic safety with various forms and contents suitable to all subjects participating in traffic for the people to understand, agree to support and participate in actively implement strong solutions, agree to support the functional forces to perform tasks; lifestyle "traffic culture" Along with praising and popularizing collective experiences and good individuals in the work of ensuring traffic order and safety, it is necessary to analyze and clarify the responsibilities of all levels and branches, Violators, disregard of discipline, water permits in the field of ensuring traffic order and safety Putting "traffic culture" into the campaign content "All people unite to build cultural life in the population." Continuously improving the quality of law teaching in the school The observance of the law on motorization is a criterion for examining the behavior of students at the end of the year 4.3.2 For the relevant authorities At present, the main cause of customer's risk is still traffic accident In order to minimize the possibility of avoidable indemnity cases, minimize the seriousness of accidents, etc., inter-ministerial committees such as the Ministry of Public Security, the Traffic Safety Committee, the Police Department should have measures to limit traffic accidents such as: Firstly, improving the efficiency and effectiveness of state management of traffic order and safety Reviewing all driving training centers, resolutely handling them, including the revocation of licenses for training centers not up to prescribed standards, training centers with high violating driving rates Supplement the content of driving ethics training, practice to improve driving skills; must learn about traffic law, quality assurance; learn real, real test, end state of real status but quality "fake" The traffic police force shall have to coordinate with the functional units of the Ministry of Communications and Transport in training, checking and driving tests Improving the quality of appraisal of technical safety standards of means; Resolutely not allowing vehicles not meet the standard of traffic Strictly handling negative phenomena in the appraisal work Gradually raising the quality, ensure 100% of the means that must be tested The people's committees at all levels shall strictly carry out the restoration of the road traffic safety corridors Managing traffic and roadside traffic safety corridors; Not being granted land, allowed to business, trade, parking places violate the traffic safety corridors and illegally occupy the pavements; Violation must be strictly handled Resolutely not allowing more crossroads to cross the railroads; Having a roadmap for removing illegal crossings; Enhancing the layout of people on duty in the scene where the line crossing the railway high risk of traffic accidents Through professional activities, the Traffic Police and road maintenance units shall be responsible for detecting unsafe traffic elements, especially "black spots" for traffic accidents and timely solutions It is necessary to investigate and strictly deal with acts of infringing traffic works, obstructing traffic, proposing the prosecution of those who have acted irresponsibly in overcoming "traffic black spots" as the cause of particularly serious traffic accidents constituting crime Strengthening the management of transport activities, especially by car and passenger transport, tourists by means of water At present, 80% of the traffic accidents are particularly serious due to private passenger cars and small businesses; Therefore, it should study the establishment of the North-South Passenger Transportation Corporation, which is equipped with quality cars, professional drivers, professional staff and ethics Broadening the models of large and prestigious passenger transport enterprises Tightenning the standard conditions towards the direction of the only new standard enterprises to be engaged in North-South passenger transport business, to transport long distance passengers The Private and small enterprises only transport short distances in the province and adjacent provinces Secondly, continuing to perfect the strategy of transportation development, traffic safety and traffic safety planning Speeding up the tempo and quality of traffic infrastructure works already invested and built, especially the arterial traffic roads, ring roads and centripetal traffic axes Enhancing the implementation of public passenger transport projects Studying measures to restrict the development of personal means of transport and circulation on key routes during peak hours in big cities; Adopting specific mechanisms and policies to encourage and mobilize social resources, attract foreign investment in service of transport infrastructure development and build a system of supervision and detection of violations of traffic order and safety Socializing the work of traffic order and safety assurance Third, immediately implementing some immediate measures to address traffic jams such as: Continuing traffic reorganization: One-way street pairs, one-way lanes, separate lanes for cars, motorcycles, and motorbikes (for qualified routes) Strengthening forces (traffic police, order police, traffic inspectors, voluntary youth, street people, etc.) to guide and guide traffic; especially the peak and peak hours Dealing resolutely occupy the road, sidewalk illegally to pay for roads, pavements for pedestrians Studying mechanisms and policies to limit the development and circulation of personal vehicles such as high registration fees, circulation charges and high parking spots; In combination with the ban on circulation of some kinds of means during peak hours in some streets, there are serious traffic jams Well organizing the rescue work to solve the broken car, traffic accident, clearance in time to prevent congestion Most importantly, the undertakings and solutions on restraint and reduction of traffic accidents and traffic congestion must be implemented drastically, regularly and continuously throughout the political system; The police and traffic forces should perform well the function of advising and deploying effective measures to ensure traffic order and safety 4.3.3 For Vietnam Insurance Association The Vietnam Insurance Association is a voluntary social-professional organization of Vietnamese insurance enterprises in order to protect the legitimate interests of its members, cooperate and develop the insurance market in Vietnam legal framework of Vietnam The Association is the common home of the insurers, contributing to the connection between the insurance business with the State management agencies and customers Adhering to its important role in appraisal, the indemnity of the insurance market in general, and with the VBI in particular, the Insurance Association should regularly cooperate with the Company and the Traffic Police Department, Training courses for improving the quality of appraisal and solving indemnity insurance for Cars so that this work is timely, complete, accurate and effective prevention of insurance profiteers for the Company Vietnam Insurance Association should cooperate with Bao Viet, appoint qualified staffs to jointly suggest, develop a model of appraisal, indemnity standard to increase synchronism between departments, departments in the company If possible, the association should develop a model of indemnity that can be applied at many insurers in Vietnam In addition, the Association should strengthen the cooperation and coordination between insurers, thereby encouraging insurers to share and disclose information on insurance fraud cases so that insurers can jointly mitigate insurance profiteering in Vietnam The Vietnam Insurance Association may coordinate with the Insurance Supervision Administration to strengthen the appraisal and indemnity appraisal work at VBI to regularly evaluate and propose measures to make timely adjustments to the Company‟s modification period, improving the quality of indemnity services - Rationalizing accident time and insurance effect: If the insurerance staff suspects the above phenomenon, then check reasonable insurance certificate If it is reasonable, the assessment is mainly based on field verification and testimony of the witness / driver / vehicle owner to determine the date of the accident including the following specific tasks: + The scene verification : whether the traces in the area and where the accident occurred is consistent with the statement of the driver or the car owner? + Verification is based on witness testimony, people around where the accident occurred + Verification through the objects involved in the accident: the person on the car injured to any extent, third person damage - Re-verification of the journey of the car: departure, stops, stopped for loading or unloading Then it is necessary to set the verification details are logical, reasonable in terms of time as well as the statement of the owner to make the final statement Then it is necessary to place the verification details that are logical, reasonable in terms of time and the owner's statement to make the final statement If this fraudulent act is discovered, the insured person will not receive indemnity; Depending on the amount of money intended to be appropriated, the company will take reasonable measures (lightly, conciliation, heavy, can be prosecuted before the law) Employees who accidentally or intentionally misrepresent themselves are responsible for their behavior in accordance with the company's rules The insurance recklessness is the effective date This error is subjective, internal management of the company for agents, mining staff so the management is the main task Therefore Bao Viet Insurance Corporation needs: - The focal point for management and monitoring of agents and employees engaged in regular exploitation Regularly remind agents to follow the business process, paying attention to insurance officers about cases where the customer requires a valid date to validate the circulation - When detecting that the agent, the mining staff write down the effective date of insurance, the manager must carefully check the certificate and invoice Also ask the insurance seller to report the incident to take measures to handle this officer QUESTIONNAIRE Hello sir/sister! We are working on the topic of the handling process of indemnity car insurance of Bao Viet Insurance Corporation Please take some time to answer this question by marking (x) in the boxes in this questionnaire We undertake that the information provided by you will only be used for scientific purposes Sincerely thank for your help! Sẽtion General review I: Would you please tell us what source you came from? Q1 Would you please tell us why you choose Bao Viet Insurance Q2 Would you please tell us How you buy Bao Viet insurance products? Q3 Social Network Media Related to the Related to Products the services Direct purchase from Buy at an Bao agent Viet staff Colleagues, Relatives Friends Related to the brand Other Relate to feeling safe Other Related to staff skills In addition to Bao Viet insurance, have you ever used insurance (life insurance, non-life insurance) of any company? Q4 Section Review of Car Insurance (Sale and II: Indemnity) of Bao Viet Insurance (1 - very disagree and - very agree) Q5 Q6 Q7 Q8 Q9 Q10 Q11 The product package's characteristics are suitable for my requirements The product package's insurance premium calculation is relatively easy to understand with the buyer The product packageoffers many benefits for buyers The product package limits future risk to the buyer Sale channels of insurance products is easy to find Sale channels of insurance products is easy to access Sale channels of insurance products is easy to buy , simple procedures and does not take too much of my time Yes, have been, are using Yes, once, currently not used Never Q12 Q13 Q14 Q15 Q16 Q17 Q18 Q19 Q20 Q21 Information about insurance products is provided at the sales channels The quality of service of Bao Viet staff is good The process is fast and unwasteful of time The indemnity result is appropriate and true with requirements Bao Viet's employees are courteous and dedicated Bao Viet's employees have good expertise Equipment and facilities in the process of appraisal is modern Information processed in the process of appraisal is quick Financial capacity guaranteed Long-term, consistent policy of car insurance Section Personal information of the customer III: D1 Gender: Which of the following age groups you belong to: D2 Male Under the age of 25 Female Between 25 and 30 years old From 35 Between to 40 years 30 and old 35 years old 5.Over 40 years old Current occupation D3 Section For interviwer IV: H1 Customer's full name Contact phone number H2 H3 H4 H5 How long you have been bought a car insurance from Bao Viet (as of December 2017) Total value of insurance purchased (as of December 2017) Total value of indemnity received (as of (December 2017) Senior Senior Intermediate staff Intermediate Employees Manager Manager staff - 90 - ... sustainability in the development of BaoViet Insurance as well as the operation of Car insurance, bringing customers „confidence about BaoViet Insurance As a leading company in Vietnam insurance market, Bao. .. VIET INSURANCE (2012 – 2016) 2.1 Introduction of Bao Viet Insurance 2.1.1 Bao Viet Insurance – History and Development BaoViet Insurance Corporation (BaoViet Insurance) is a member company invested... Property insurance  Technical Insurance  Liability insurance  Mixed risk insurance  Car insurance  Marine insurance        Cargo insurance Health insurance Employee insurance Satellite insurance