機(jī)動(dòng)車輛保險(xiǎn)理賠實(shí)務(wù)規(guī)程

1、1車險(xiǎn)車險(xiǎn)理賠實(shí)務(wù)規(guī)賠實(shí)務(wù)規(guī)程（程（試行）行）中國(guó)人壽中國(guó)人壽財(cái)產(chǎn)財(cái)產(chǎn)保險(xiǎn)股份有限公司客股份有限公司客戶服務(wù)部二○○七年五月七年五月3目錄第一章第一章一般一般賠案理案理賠實(shí)務(wù)賠實(shí)務(wù).................................................................................................................................8

2、第一第一節(jié)接報(bào)案................................................................................................................................................9一、工作崗位及內(nèi)容..........................................................

3、............................................................................................9二、工作要求.........................................................................................................................

4、.........................................9三、操作流程..................................................................................................................................................................9四、操作實(shí)務(wù)...

5、.............................................................................................................................................................101、保單查詢.......................................................

6、.......................................................................................................102、受理報(bào)案.............................................................................................................

7、.................................................10五、考核要點(diǎn)................................................................................................................................................................12第

8、二第二節(jié)調(diào)度..................................................................................................................................................12一、工作崗位及內(nèi)容.........................................................

9、...........................................................................................12二、工作要求.........................................................................................................................

10、.......................................13三、操作流程................................................................................................................................................................13四、操作實(shí)務(wù).....

11、...........................................................................................................................................................141、本地案件調(diào)度處理.....................................................

12、.........................................................................................142、異地案件委托處理.......................................................................................................................

13、.......................153、案件處理進(jìn)度跟蹤..............................................................................................................................................16五、考核要點(diǎn)...................................

14、.............................................................................................................................16第三第三節(jié)查勘......................................................................................

15、............................................................16一、工作崗位及內(nèi)容....................................................................................................................................................1

16、6二、工作要求................................................................................................................................................................17三、操作流程.............................................

17、...................................................................................................................17四、操作實(shí)務(wù).................................................................................................

18、...............................................................181、趕赴事故現(xiàn)場(chǎng)...................................................................................................................................................

19、...182、進(jìn)行現(xiàn)場(chǎng)勘查......................................................................................................................................................183、出具現(xiàn)場(chǎng)查勘報(bào)告.............................................

20、.................................................................................................214、發(fā)放索賠須知，告知索賠事項(xiàng)..........................................................................................................

21、.................215、整理案件資料......................................................................................................................................................236、單方事故的處理................................

22、..................................................................................................................247、大型事故處理................................................................................................

23、......................................................248、客戶信息收集......................................................................................................................................................24五、考核

24、要點(diǎn)................................................................................................................................................................25第四第四節(jié)定損.................................................

25、.................................................................................................25一、工作崗位及內(nèi)容................................................................................................................

26、....................................25二、工作要求................................................................................................................................................................25三、操作流程........

27、........................................................................................................................................................26四、操作實(shí)務(wù)............................................................

28、....................................................................................................261、車輛損失的定損.............................................................................................................