In recent years, the level of the national economy is raised, and the education is popular, so that the insurance rate is increased. With the development in economy and society, the domestic insurance industry has quickly become an integral part of financial system. If the underwriting in insurance company is regarded as a goalkeeper, the claim in insurance company is an accountant.
In an insurance company, there are only few claims handlers, but they usually play very important roles in the risk management of company. Therefore, this thesis mainly focuses on career development, personal characters, and working pressure of insurance claims handlers. Through this thesis, we would provide people with better understanding on the working contents of the claims handlers and also let insurance companies realize the problems and pressures that claims handlers are facing. The personal characters of claims handlers could be used for Human Resource Department’s reference for the recruitment of employees. Career development of claims handlers and claims working environment improvement and personnel training.
Based on this research, claims handling is a professional and challenging work, the most pressure and the difficulties were:
1. The different interpretation on medical records (or notarized report)between claims handlers and policy holders (manufacturers), result in arguments on claims handling .
2. Syndicated fraud and intimidation.
3. Prosecutors and police do not provide relevant information in suspected moral hazard cases.
An outstanding claims handler should have the following characters: 1. Good communication skills, 2. High pressure resistance, 3. Emotional stability.
Based on the findings of this study, we make recommendations to human resources unit of insurance companies, the competent authority and claims handlers , and expect that in the future, insurance companies not only take account of performance of claims handling and reduce loss ratio , but also find better ways to improve working enviroment circumstance, career development, pressure relief and personnel training.