Manual de procedimientos para la emisión de pólizas de seguros de vehículos basado en la norma ISO 9001:2015 para C.A. BROKER INSURANCE

Abstract

The insurance market is gradually becoming entrenched in Ecuadorian culture. While it is true that real estate and life insurance are experiencing the most significant growth, there is a particular need for attention to vehicle protection. In response to this situation, company C.A Broker Insurance aims to increase its competitiveness to enhance customer satisfaction by implementing a Procedures Manual according to the ISO 9001:2015 guidelines. The methodology was deductive, from general to logical, supported by laws and principles, leading to concrete conclusions. The research approach for developing the Procedures Manual was exploratory, starting with a diagnosis that included SWOT analysis as the primary Note, the review of processes, and the relevant legislation related to ISO 9001:2015 as secondary Notes. This study's results indicate the implementation of a Procedures Manual in C.A. Broker Insurance will eliminate superfluous processes, ensuring full compliance with established deadlines. Furthermore, better coordination will be achieved among the Commercial, Operations, and Claims departments by informing the clients about the necessary documentation to approve and issue insurance, thereby avoiding delays. This approach, aligned with the principles of ISO 9001:2015, aims to improve each process to increase customer satisfaction.