为充分了解安全生产责任保险(以下简称安责险)服务状态,找出保险机构的服务弱项,保障生产经营单位合法权益,发挥安责险防灾减灾功能,针对保险机构保前咨询、保单签订、事故预防技术服务和保险理赔等安责险服务全过程展开评估。首先,参考安责险相关法律、规范、文件和方案要求,从基础性、时效性、明确性、充分性、合规性、有效性、专业性、真实性和便捷性等9个方面构建安责险服务评估指标体系;然后,使用层次分析法确定指标权重,同时为了减少主观因素对指标权重的影响,使用熵权法确定客观权重,通过引入主、客观偏好系数进行线性加权,得到综合权重;最后,结合西安市20个区县危化企业的安责险投保实例,计算出保险机构的服务评分及等级。结果表明:人民保险的服务等级为良好,太平洋保险、太平保险、平安保险、人寿保险和天安保险的服务等级为一般,各保险机构的评估结果基本符合安责险服务现状。研究有助于评估安责险服务状态,为进一步完善服务要求、促进服务落实提供一定的理论支撑。

In order to fully understand the service status of production safety liability insurance, identify the service weaknesses of insurance institutions, protect the legitimate rights and interests of production and business operation units, and give full play to the disaster prevention and mitigation of work safety liability insurance, an evaluation was conducted on the entire process of liability insurance services such as pre-insurance consultation, policy signing, accident prevention technical services and insurance claims settlement of insurance institutions were evaluated. Initially, based on the relevant laws, regula- tions, documents, and requirements of work safety liability insurance, an evaluation index system for work safety liability insurance services was established from the following nine aspects: foundation, timeliness, clarity, comprehensiveness, compliance, effectiveness, professionalism, authenticity, and con- venience. Then, the analytic hierarchy process was used to determine the index weights and to mitigate the influence of subjective biases on indicator weights. The entropy weight method was adopted to as- certain objective weights. The subjective and objective preference coefficients were introduced to carry out linear weight, and the comprehensive weight was obtained. Subsequently, in conjunction with work safety liability insurance application cases of 20 districts and counties in Xi’ an City, the service ratings and levels of insurance institutions were calculated. The results indicated that PICC Property and Casu- alty Company Limited’ s service level was rated better, while Pacific Insurance, CPIC Property Insur- ance, Ping An Insurance, China Life Insurance, and Tianan Insurance were classified as average. The e- valuation outcomes of all insurance institutions align with the current state of work safety liability insur- ance services. This study contributed to evaluating the status of work safety liability insurance services and offered theoretical support to enhance service requirements and facilitate service implementation.