Vloga zavarovalnega agenta v procesu sklepanja zavarovanja

delo diplomskega projekta

Rožle Strah (Avtor), Zlatko Nedelko (Mentor)

Povzetek

Osrednja tema diplomskega dela, je vloga zavarovalnega agenta v procesu sklepanja zavarovanja. Najprej bomo teoretično opredelili poslovne procese in pomembne procese v zavarovalništvu. Procese v zavarovalništvu smo razdelili na temeljne in podporne poslovne procese, ki so najpomembnejši. V zavarovalnicah poteka ogromno procesov, ki se med sabo povezujejo in so odvisne, da pride do podpisa pogodbe med stranko in agentom (zavarovalnico). Zelo pomembna je optimizacija poslovnih procesov, ki bo vplivala v prihodnosti na vlogo zavarovalnih agentov. Optimizacija vpliva na delo agentov že danes, s pomočjo zavarovalnih agentov poslovne enote Celje Zavarovalnice Save in zavarovalne agencije Korinita d.o.o., pa smo prišli do odgovorov, kakšen je način njihovega poslovanja, ki ga izvajajo danes. V tretjem poglavju smo se usmerili v proces sklepanja zavarovanja, kjer pride do izraza vloga zavarovalnega agenta. Opisali smo tiste ključne procese, ki so potrebni, da potencialna stranka sklene zavarovalno pogodbo. Zavarovalništvo je področje, kjer roko na srce, večina strank nima ustrezne predstave. Vedo, da imajo nekaj sklenjeno, ne vedo pa kaj točno, predvsem pa ne, kaj njihova zavarovalna polica sploh krije. Za stranke so to nepomembni podatki, stran vržen denar s katerim se bogatijo le zavarovalnice in zavarovalniški agentje. Tako mislijo, dokler ne pride do nesreče, bolezni, poškodbe.., takrat pa postane tista zavarovalna polica, ki so jo plačevali, ali ne, zelo pomembna. Ravno zaradi tega so pomembni odnosi in zaupanje med stranko in zavarovalnim agentom. V nadaljevanju tretjega poglavja smo to tudi opisali. Ker izhajamo iz vloge zavarovalnega agenta, smo v četrtem poglavju izvedli tržno analizo z zavarovalnimi agenti. Anketirali smo 20 zavarovalnih agentov in 3 vodje prodajnih timov (VPT) poslovne enote Zavarovalnice Sava Celje in zavarovalne agencije Korinite d.o.o. V anketi so bili zavarovalni agentje anketirani o njihovem splošnem delu, odnosu in izkušnjami s strankami. S pomočjo anketnega vprašalnika, smo prišli do ugotovitev, da so stranke v povprečju zahtevne, a nobena tako zelo, da agentje z njo ne bi našli dogovora ali kompromisa. Po njihovih izkušnjah, strankam zelo veliko pomeni agentova takojšnja razpoložljivost, predvsem ob nastalih škodnih dogodkih, kjer stranke ne vedo kaj storiti. S pomočjo naše analize smo predlagali, da če želi agent biti uspešen v delu s strankami, in obdržati svoj poklic tudi v prihodnosti, naj bo razpoložljiv 24 ur na dan, vse dni v tednu, hkrati pa naj poveča svoj nivo strokovnosti in obseg znanja.

Ključne besede

zavarovanje;zavarovalna polica;zavarovalna pogodba;zavarovalni agenti;storitve;kakovost;

Podatki

Jezik:	Slovenski jezik
Leto izida:	2018
Tipologija:	2.11 - Diplomsko delo
Organizacija:	UM EPF - Ekonomsko-poslovna fakulteta
Založnik:	[R. Strah]
UDK:	368
COBISS:	13215260
Št. ogledov:	1426
Št. prenosov:	94
Ocena:	0 (0 glasov)
Metapodatki:

Ostali podatki

Sekundarni jezik:	Angleški jezik
Sekundarni naslov:	ǂThe ǂrole of insurance agent in the process of taking out insurance
Sekundarni povzetek:	The topic of this diploma thesis is the role of an insurance agent in the process of concluding insurance. Firstly, we will define business processes, and the processes in the insurance industry. We divided them into basic and supportive business processes, which are the most important ones. There are many processes within the insurance companies that are connected to each other and are the condition for the contract between the customer and the agent (the insurance company) to be signed. The optimization of business processes is very important, since it will have an influence on the role of the insurance agents in the future. Moreover, it already affects their work presently. With the help of the Zavarovalnica Sava insurance company, and their insurance agents in their local branch in Celje, as well as with the help of the Korinita d.o.o. insurance company, we researched how their business is being carried out today. In the third chapter, we focused on the process of concluding insurance, where the role of the insurance agent is the most important. We described the key processes, which are necessary to conclude an insurance contract with a potential customer. Most customers usually have scarce knowledge about the field of insurance. They know they are insured, but are usually not certain about what their insurance policy covers. They usually find the information as unimportant, and as a waste of money that would only benefit the insurance company. That is the mindset they usually retain until an actual accident, injury or a health issue occurs. For these reasons, the trust between the customer and the insurance agent is of most importance. In the fourth chapter of this diploma thesis, we carried out a market analysis, based on the insurance agent's point of view. We surveyed twenty insurance agents and three sales team leaders of the Zavarovalnica Sava insurance company's branch in Celje, as well as the Korinita d.o.o. insurance agency. We questioned them about their general work process, their relationship and experience with the customers. With the help of a survey questionnaire, we concluded that on average, the customers are demanding, but not so demanding that the agent would not be able to reach an agreement or a compromise with them. Based on our analysis, we presented a suggestion that if an insurance agent wants to be successful in working with customers, as well as retain their profession in the future, they should be available 24 hours a day, 7 days a week, as well as improve on their knowledge and professionalism.
Sekundarne ključne besede:	: insurance agent;quality of services;insurance company;processes;customer;insurance contract;insurance policy;
URN:	URN:SI:UM:
Vrsta dela (COBISS):	Delo diplomskega projekta/projektno delo
Komentar na gradivo:	Univ. v Mariboru, Ekonomsko-poslovna fak.
Strani:	III, 34 str., 4 str. pril.
ID:	10954788