摘要平安“好福利”自助医疗理赔以让客户享受到快速、便捷的理赔服务为模式。以提高理赔质量为目的。同时随着国家“互联网+”行动计划的推进以及保险业战略定位的提升。平安养老保险将加速变革，用互联网思维完善服务流程，加快金融互联网战略布局，这是未来的必然趋势。本文通过对回龙观社区的实地调查，分析平安“好福利”使用的现状及效果。从被调查者中发现平安“好福利”在使用过程中存在的页面布局规划有待调整，自助理赔操作流程有待改善，报销流程不能实时跟进等问题，并对这些问题提出了相关的建议。从而去更好的服务于社会的居民们，相信平安“好福利”自助医疗理赔业务在新的形势下将会有更大的发展。关键词：平安“好福利”；自助理赔；医疗理赔；满意度IAbstractSafe"goodwelfare"self-helpmedicalclaimstoallowcustomerstoenjoyfast,convenientcompensationservicesforthemodel.Thepurposeofimprovingthequalityofclaimsistoimprovethequalityofclaims.Atthesametimeasthenational"Internetplus"actionplantopromoteandenhancethestrategicpositioningoftheinsuranceindustry.Thesafetyofthepensioninsurancewillacceleratethechange,usetheInternettoimprovetheserviceprocessandspeedupthestrategiclayoutofthefinancialInternet,whichistheinevitabletrendofthefuture.ThroughthefieldinvestigationofHuilongguancommunity,thispaperanalyzesthecurrentsituationandeffectof"goodwelfare".Fromtherespondents,wefoundthatthepagelayoutplanofthe"goodwelfare"intheuseprocessneedstobeadjusted,theoperationprocessofselfhelpclaimsistobeimproved,thereimbursementprocesscannotbefollowedupinrealtime,andsomerelatedsuggestionsareputforwardfortheseproblems.Tobetterservethecommunityresidents,believethatthe"goodwelfare"self-helpmedicalclaimsbusinessinthenewsituationwillhaveagreaterdevelopment.Keywords：Safety"goodwelfare";self-helpclaims;medicalclaims;satisfactionII目录摘要...........................................................................................................................................I一、引言..........................................................................................................................................1（一）课题背景及意义..................................................................................................................11、研究背景....................................................................................................................................12、研究意义....................................................................................................................................1（二）课题研究概况......................................................................................................................1（三）课题目的与内容..................................................................................................................21、研究目的....................................................................................................................................22、研究内容....................................................................................................................................3二、中国平安保险股份有限公司基本情况.................................................................................4（一）中国平安保险（集团）股份有限公司概况.......................................................................4（二）平安“好福利”自助理赔基本情况...................................................................................4三、回龙观社区居民...
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