[心得] 專業性真的很重要……
小弟為潛水鄉民,目前在產險公司擔任客服。
前幾天接到一件賠案申請,讓我感觸頗深,特來向各位先進分享。
賠案過程為保戶A委託業務B送件,險種是乙式車體。
接到案件後,我很納悶,因為申請文件內容包括,理賠申請書,行駕照影本,和解書,委
託查證書,交通事故資料申請書。我納悶的是,為何要附上後面三樣資料,因為一般來說
是不需要的。因為申請書並未載明事故發生經過,於是我至電保戶A。A表示,事故當天是
與它車碰撞,因為他車無受損,保車輕微受損,所以雙方協議各自處理,並未報警,然後
A就委託B來申請保險理賠。我問A說,為何不報警。A回我,我保乙式不是嗎?乙式又不用
報警!還說有問題去找B,她不方便回答我的問題,於是我致電給B。B一開口就告訴我事
情發生的經過,還要我快點處理,保戶A都在抓狂了。我默默的回應說,我會盡快處理。
於是,我準備打拒賠函,告知保戶修車費用由保戶自行承擔,本公司不賠付。
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