Process Improvement of Claims Handling in Insurance Industry

Název práce: Process Improvement of Claims Handling in Insurance Industry
Autor(ka) práce: Abdullaeva, Nadiia
Typ práce: Diploma thesis
Vedoucí práce: Martínez, Felipe
Oponenti práce: Jirsák, Petr
Jazyk práce: English
Abstrakt:
This master thesis focuses on the optimization of the claim handling process in the insurance industry. The research can be considered as a replicable roadmap for the insurance companies to improve their processes of the claim settlement. Based on the literature review, quantitative data obtained from the insurance company and the qualitative data gathered from the interviews, this thesis identifies key opportunities for improvement in the insurance industry with application of DMAIC methodology. The author analyses the main challenges occurring in the process to identify their roots and causes. Once the reasons of the challenges identified, the author develops the improvement proposal to improve three Kaizen events. Such improvement proposal would decrease the claim settlement time from 39 to 25 days and reduce the number of errors by 19%. To sustain the current level of process performance, the author offers various control tools, which can enable to keep the results of implemented projects for the long-term period.
Klíčová slova: Insurance; claims; process; lean tools
Název práce: Process Improvement of Claims Handling in Insurance Industry
Autor(ka) práce: Abdullaeva, Nadiia
Typ práce: Diplomová práce
Vedoucí práce: Martínez, Felipe
Oponenti práce: Jirsák, Petr
Jazyk práce: English
Abstrakt:
This master thesis focuses on the optimization of the claim handling process in the insurance industry. The research can be considered as a replicable roadmap for the insurance companies to improve their processes of the claim settlement. Based on the literature review, quantitative data obtained from the insurance company and the qualitative data gathered from the interviews, this thesis identifies key opportunities for improvement in the insurance industry with application of DMAIC methodology. The author analyses the main challenges occurring in the process to identify their roots and causes. Once the reasons of the challenges identified, the author develops the improvement proposal to improve three Kaizen events. Such improvement proposal would decrease the claim settlement time from 39 to 25 days and reduce the number of errors by 19%. To sustain the current level of process performance, the author offers various control tools, which can enable to keep the results of implemented projects for the long-term period.
Klíčová slova: lean tools; process; Insurance; claims

Informace o studiu

Studijní program / obor: Ekonomika a management/International Management
Typ studijního programu: Magisterský studijní program
Přidělovaná hodnost: Ing.
Instituce přidělující hodnost: Vysoká škola ekonomická v Praze
Fakulta: Fakulta podnikohospodářská
Katedra: Katedra managementu

Informace o odevzdání a obhajobě

Datum zadání práce: 12. 11. 2018
Datum podání práce: 13. 5. 2019
Datum obhajoby: 7. 6. 2019
Identifikátor v systému InSIS: https://insis.vse.cz/zp/68088/podrobnosti

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