چارچوبی مدیریتی برای ارزیابی ریسک در خسارت های بیمه خودرو: مطالعه موردی شرکت بیمه ایران(مقاله علمی وزارت علوم)
منبع:
بررسی های بازرگانی مهر و آبان ۱۴۰۴ شماره ۱۳۳
85 - 108
حوزههای تخصصی:
The purpose of this research is to develop a context-specific and practical risk assessment model for the motor own-damage (comprehensive auto) claim settlement process at Iran Insurance Company. By providing a systematic framework, the model aims to contribute to improved productivity, reduced operational costs, and enhanced competitiveness of the country’s largest insurance provider. This study was conducted using a mixed-method (qualitative–quantitative) approach with a developmental–applied orientation. In the qualitative phase, the Grounded Theory methodology was employed, and in-depth interviews were conducted with insurance industry experts to extract the dimensions and components of the risk assessment model. In the quantitative phase, the novel Grey DEMATEL technique was utilized to analyze the causal relationships among these dimensions. Based on the Grounded Theory findings, the risk assessment model for the motor own-damage claim review and payment process at Iran Insurance Company was developed from 117 open codes, 23 subcategories, and ultimately 6 core categories. Furthermore, causal analysis using the Grey DEMATEL method revealed that the risk assessment strategy dimension (considering the pattern of input–output relationships within the model) is the most influential factor. This study fills a critical gap by developing an integrated, contextualized framework for operational-financial risk management in Iran’s insurance industry. The proposed model provides a practical and strategic tool for decision-makers and, by mitigating key risks, contributes to enhancing operational stability, transparency, and sectoral competitiveness.