基于随机Petri网的车险理赔效率建模与分析

彭传港，李方媛^*

山东交通学院 汽车工程学院，山东 济南  250357

摘要：为提高车险理赔效率，构建车险理赔效率随机Petri网模型，基于工作流网结构和实务操作流程分析模型的正确性并改进模型，采用软件PIPE验证模型的合理性。以某保险公司500起车险事故理赔数据为研究对象，构建与随机Petri网同构的车险理赔效率马尔可夫链，分析车险理赔流程中的低效率环节。结果表明：拒赔、定损和赔款处理流程耗时较多，与车险理赔实际情况吻合。车险理赔效率随机Petri网模型通过变迁利用率和标识流速能动态地描述车险理赔系统的运行时效。根据车险理赔效率分析结果，可缩减定损环节和赔款处理环节时间，显著提升保险公司的车险理赔效率和客户的服务体验。

关键词：车险理赔；随机Petri网；工作流网；马尔可夫链；理赔效率

Modeling and analysis of efficiency of auto insurance claim based on stochastic Petri net

PENG Chuangang, LI Fangyuan^*

School of Automotive Engineering，Shandong Jiaotong University, Jinan 250357, China

Abstract:A stochastic Petri net model for optimizing the efficiency of auto insurance claim is constructed to measure the time efficiency. The improved model is obtained based on the work flow net structure and practical operation process, and the rationality of the model is verified by software PIPE. Taking 500 auto insurance accident claims data from an insurance company as the research object, the Markov chain of auto insurance claim efficiency with the isomorphism of random Petri net is used to analyze the low efficiency link. The results show that the repudiation of claims, loss assessment and compensation have high time-consuming, which is consistent with the actual situation of auto insurance claim. The operating time efficiency of auto insurance claim system can be dynamically described through transition utilization rate and the flow rate of place. The analysis result of auto insurance claim efficiency indicates that reducing the time of loss assessment and compensation can significantly improve the efficiency of auto insurance claims and customers′ service experience.

Keywords:auto insurance claim; stochastic Petri net; work flow network; Markov chain; claim efficiency