20.500.12556/DKUM-12242 ORGANIZACIJSKA STRUKTURA IN PROCES REŠEVANJA ŠKOD IZ PREMOŽENJSKIH ZAVAROVANJ V ZAVAROVALNICI TRIGLAV D.D. ORGANIZATION STRUCTURE AND PROCESS TO PROPERTY CLAIMS SOLVING IN TRIGLAV INSURANCE COMPANY Vsaka organizacija v današnjem svetu oblikuje lastno organizacijsko strukturo. Oblikuje se z namenom: rangiranja odgovornosti, določitve mest odločanja, oblikovanja oddelkov ter določitve delovnih mest in posledično tudi določitve nalog. Ko govorimo o organizacijski strukturi, govorimo o notranji organizacijski strukturi podjetja oziroma celote. Zavarovalništvo je ena najpomembnejših gospodarskih dejavnosti: svojim zavarovancem, tako prebivalstvu, kakor posameznim gospodarskim subjektom, zagotavlja eno najpomembnejših prvin, to je materialno varnost. Zato so zaupanje v zavarovalnico, njena verodostojnost in korekten odnos do zavarovancev v medsebojnem poslovnem sodelovanju med zavarovalnico in zavarovancem, primarnega pomena in predpogoj za uspešnost zavarovalnice na trgu. Cilj kakovostne izvedbe zavarovalne storitve mora zavarovalnica oziroma njeni vodilni ljudje, vgraditi v vsako celico svoje organizacije, z njo se morajo poistovetiti vsi zaposleni, tako tisti, ki so v neposrednem, kakor ostali, ki so v posrednem stiku s strankami. Pri tem je področje reševanja škod (zavarovalnih primerov) še posebej občutljivo. Reševanje škod, je tisti del izvedbe storitve, kjer pride do soočanja med obljubljenim in realiziranim in s tem do ovrednotenja same storitve. Dokazano je, da kvalitetno reševanje škod vpliva na zvestobo zavarovancev in njihovo nadaljnje sodelovanje z zavarovalnico. Z izboljšanjem odnosa vplivamo na kvaliteto postopka reševanja škode, to pa neposredno vpliva na po-nakupno obnašanje zavarovancev. Zato mora zavarovalnica kvalitetni izvedbi reševanja škod posvetiti posebno pozornost. Pri tem je predvsem pomemben odnos zaposlenih do strank: prijaznost, uslužnost, korektnost in zanesljivost. To pa je predpogoj, ki zavarovalnici zagotavlja dolgoročen odnos in uspešnost na trgu. Every organization in today's world develop their own organizational structure. A Community with a view: accountability ranking, determining decision-making posts, these sections and the definition of jobs and the determination of tasks. When it comes to organizational structure talking about the internal organizational structure of enterprises or whole. Insurance is one of the immanete economic activities: it provides its policy-holders, citizens as well as individual economic subjects one of the most important elements, which are material safeties. Thats why trust in insurance company, its reliability and good relations with policy-holders in natural business cooperation betwen insurance company and policy-holders has primary meaning and is as such essential for insurance companies´sucess. Aim of quality realisation of insurance service must be built in every cell of its organizatin by insurance company or its managers, every employee must also think this way, those in direct contact as well as everyone else in idirect contact with costumers. Area of resolving damages is extra delicate. Resolving damages is that part of relations of service, where promised and exucuted meet and by that evaluation of individual service. Its proven that quality resolving of damages effecst on loyalty of policy-holders ans their further cooperation eith insurance company. By improvement of relations we affect on quality of damages resolving process that directly influences the after-buying act of insurance-holders, wich are more often going to be cooperating with insurance company in the future. There insurance company must give special cares. By that relation of employees toward customers is essential: frienliess, helpfulness, and relialibility are qualities that together with high professionalism of employees assure reliability and safety for policy-holder. That is basic condition for satisfaction of policy-holder, which assure long-term and market sucess of the insurance company. organizacija organizacijska struktura organizacijski proces proces reševanja škod Organization organizational structure organizational process process to resolve claims true true false [M. Ošlaj] Slovenski jezik Angleški jezik Diplomsko delo 2009-10-20 18:45:16 2010-07-01 10:33:36 2022-04-12 07:20:06 2022-04-19 03:18:03 2009 0 Radenci 0 0000-00-00 NiDoloceno NiDoloceno NiDoloceno 0000-00-00 0000-00-00 0000-00-00 005.7 10267164 URN:SI:UM:DK:13YLBH9U VS_Oslaj_Maja_2009.pdf VS_Oslaj_Maja_2009.pdf 1 EFF12D6F3679BA79C627679A43248B15 a42154fa6ae1ba27eca67cb340080d974db765a9e274ae9b880797768d436482 5b3c8690-7c03-11eb-bb7a-00155d0001ca 20.500.12556/dkum/d6e263ee-d9b3-45f8-8111-8e5ed6d4cbb4 https://dk.um.si/Dokument.php?lang=slv&id=11505 Ekonomsko-poslovna fakulteta 0 0 0