보험금 청구 경험 만족에 영향을 미치는 요인

This study examined factors affecting consumers’ satisfaction with their insurance claims experience using data from a consumer survey conducted by Korea Insurance Research Institute. The probit model estimation results showed that the more one knows about her insurance coverage and the greater the benefit, the more likely to be satisfied she is with the claim payment service. Also, if she received the whole claimed amount the probability of being content with the claim payment service increases. On the other hand, the one who experienced problems during the claim process is less likely to be satisfied. Therefore, to increase consumer satisfaction with claim payment service, first, insurers should improve consumers’ understanding of insurance products with better product information documents and insurance salespeople training. Second, insurers need to explain more clearly the coverage of their insurance products and make it easier for consumers to confirm whether their policies cover insurance accidents to reduce the gap between consumers’ expectations and payment decisions. Also, this result suggests that we should implement the Simplified Insurance Claim System for medical insurance - which can reduce the inconvenience of paperwork consumers are experiencing - to improve satisfaction with insurance payment services.