چکیده:
The results obtained show that policyholders are satisfied with all functional factors. Based on the results, it is clear that the amount of claim paid by the company has the greatest impact on customer satisfaction. In today's highly competitive world, achieving an appropriate position in the market is difficult and challenging, and to have a stable position in the market, providing superior quality services to customers - especially regarding service companies (such as companies existing in the insurance industry) - is presented as a lasting competitive advantage. In this article, the claim payment system of Mellat Insurance Company has been examined from a customer-oriented perspective; to this end, the claim payment system was evaluated across five dimensions: speed of claim payment, accessibility to the claim payment system, simplicity of claim payment steps, the amount paid, and the behavior of the claim department staff. The statistical population consists of automobile insurance policyholders who suffered losses in Tehran city, who reported claims to Mellat Insurance Company and received compensation from this company. Results
خلاصه ماشینی:
Quality of the claim payment system in Mellat Insurance Company from the perspective of customer orientation and providing solutions for its improvement (in the field of automobile insurance) Date of article receipt: 2004/05/21 Dr. Vahid Nasehifar1 Date of article acceptance: 2004/12/01 Akbar Haghbayan2 Abstract In today's highly competitive world, achieving an appropriate position in the market is difficult and challenging, and to have a stable position in the market, providing superior quality services to customers - especially regarding service companies (such as companies existing in the insurance industry) - is presented as a lasting competitive advantage.
The insurance product is not the type of physical good where the nature and quality of the product can be felt at the time of the transaction, but rather it is a commitment product; meaning, selling the assurance of claims payment in the future in exchange for the policyholder's commitment to paying the premium in the present (Asudeh, 1378).
It is assumed that the management of the insurance company, through claims management and by using the factors of claim payment speed, access to the claim payment system, simplicity of the steps in handling claims, the amount of the claim, and the behavior of employees, can directly meet the needs of policyholders, attract their satisfaction, and ensure the continuity of business activities with its customers.
Prioritizing factors affecting claim management Given that the prioritization of satisfaction factors (speed of payment, access to the system, simplicity of procedures, loss amount, and employee behavior) is of great importance from the respondents' perspective, therefore, this analysis was conducted using the Friedman rank test.
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