Optimalizace pojistného plnění v procesu likvidace pojistných událostí s ohledem na klientskou spokojenost

Thesis on Management claims handling process in order to optimize the indemnification with respect to client satisfaction deals with determining the reasonable costs of indemnification of damage to motor vehicles. It defines processes liquidation process in relation to the legislation, client satisfaction and the actual state solution claims. The practical part of the thesis deals with expert analysis of the resolution of insurance claims, defining new procedures and methods in the process of liquidation, evaluates and analyzes client satisfaction. The aim of this thesis is the statistical analysis of the impact of new measures liquidation process, ensuring the profitability of individual products while maintaining customer satisfaction