目前国内车险理赔管理与服务模式存在的突出问题理赔服务质量不高,消费者投诉集中。一是理赔环节不畅通,效率低,保险公司经常以各种理由在理赔的各个环节设置障碍,造成赔案拖而不决,使客户茫然等待;二是理赔缺乏公正性,赔付与否、修理厂的选择、如何定损等均由保险公司决定,客 At present, there are outstanding problems in China’s auto insurance claims management and service mode. The quality of claims service is not high, and consumer complaints are concentrated. First, the claims link is not smooth, inefficient, insurance companies often for various reasons in all aspects of claims set obstacles, resulting in claims indecisive, so that customers dazed waiting; Second, the lack of equity claims, pay or not, repair The choice of factory, how to set loss and so on are determined by the insurance company, customer