Process Management in Insurance Companies

Abstract

The importance of insurance activity is constantly growing, generating new problems and setting new challenges. One of these challenges is to meet the growing requirements and expectations of customers. This requires the efficient management of insurance companies. This means the necessity of applying modern management concepts, first and foremost, the concept of process management and instruments related to this process. This article describes the results of research on process management in insurance companies operating in Poland that was conducted by the Faculty of Management at the Warsaw University of Technology and presents the concept of the identification of processes carried out in insurance companies encompassing management, basic and auxiliary processes, as well as the objectives of the processes and the relationships between the basic processes and other processes carried out in insurance companies.

Assessment of factors determining consumer satisfaction with crop insurance services

“…The data provided a better understanding of the current situation and the areas to be strengthened. The survey questionnaire was constructed based on scientific statements made by many authors (Ghazanfar et al, 2015;Grigaliūnaitė and Pilelienė, 2016;Gąsiorkiewicz and Kruk, 2019;Mavroutsikos et al, 2021;Limna and Kraiwanit, 2022;Rusteika and Skinulienė, 2023). Questionnaire was constructed based on the criteria for the individual factors, with the addition of new items that are in line with the current reality of the crop insurance services provided.…”

“…The behavior of companies that provide insurance services is therefore very sensitive, as it is directly linked to the relationship with the consumers of these services. According to Zwier (2021), Gąsiorkiewicz and Kruk (2019) also Batool and Sahi (2019) company's willingness to learn about and meet the needs of its customers determines the acquisition of new customers, customer satisfaction, the maintenance of long-term relationships and the company's performance with these customers. Also, Pachura and Smolarek (2019) with Biener et al (2016) agree that an organisation's willingness to learn about and meet the needs of its customers determines the attraction of new customers, customer satisfaction, the maintenance of long-term relationships, and the performance of the organisation about it.…”