First quarter, countrywide silver protects prison system to receive insurance consumption to complain 22651 in all, although relatively the corresponding period dropped last year 9.90% , but still move in perch. Investigate its are insurance company did not establish the client's consummate management concept truly at all, consciousness of protection of consumer rights and interests is thin, main body responsibility is not fulfilled reach the designated position, accuse not do one's best to selling behavior to be in charge of especially. To this, superintendency branch is farther aggrandizement sell misdirect to insurance investigate chasten strength, the organization is begun " essence of life hits the operation definitely " , treat from in neat formation, from fast processing, from ask again duty, produce caution and awe effect, consumer protection of legitimate rights and interests falls to real point better.
Recently, the Bank of China is sure to supervise administrative committee to combine 2017 year to be sure to consume circumstance of complaint handling test, danger of money of Kang Renshou of the new Chinese birthday after to complaint handling test the rank leans, Chinese birthday, people person life, sunshine person life, peaceful, China, always bring a place difficult of access of money of money danger, peace and tranquility, flower big money danger, numerous install online etc 10.
The personage inside course of study expresses, each company is in charge of branch be superintendencied high to talk about respectively, meet with in industry or head, body reveals superintendency branch to protect the determination of consumer rights and interests.
In recent years, rise as what flowing water of person the people's livelihood makes the same score, insurance product and service enclothe all trades and professions not only, more thorough also common people lives. While the dweller is sure to consume consciousness to rise significantly, dispute of of all kinds consumption also very closely associated with each other, consumption is complained arise in great quantities subsequently.
These complaining what is there " heat " ? The what depth issue of industry development does backside report give? How to improve? Our newspaper reporter interviewed the silver-colored meeting that keep watch to concern sectional chief.
Insurance is complained still perch moves, manage compensate dispute and sale issue issue are relatively outstanding
Data shows, this year first quarter, countrywide silver protects prison system to receive insurance consumption to complain 22651 in all, although relatively the corresponding period dropped last year 9.90% , but still move in perch. Belongings danger respect, consumer is complained involve belongings to be sure 10944. Among them, manage compensate dispute complains 8628, 78.84% what occupy belongings to be sure to complain gross, manage compensate dispute still is given priority to with compensate of car danger manage, the responsibility that basically reflects the caustic that decide a nucleus and nuclear compensate level holds effectiveness for a given period of time of compensate of controversy, manage amount of compensate of slow, manage cannot reach controversy of reason of consistent, rejecting claims, accept insurance to did not use up demonstrative obligation to cause the problem such as manage compensate controversy.
Life insurance respect, consumer is complained involve person to be sure 11707. Among them, sale dispute complains 4907, 41.92% what occupy person to be sure to complain gross, basically reflect exaggerated insurance liability or earnings, during showing insurance according to the facts, do not pay fee on schedule loss of sequential, end an agreement and time-expired to pay the important contract such as fixed number of year content, and the problem such as false and disloyal conduct propaganda; Manage compensate dispute complains 3246, occupy than 27.73% , effectiveness for a given period of time of compensate of cognizance controversy of responsibility of phase of compensate of main report nucleus, nucleus the problem such as controversy of amount of compensate of slow, nucleus; Retreat protect dispute to complain 1140, occupy than 9.74% , main report is retreated keep amount controversy, retreat protect effectiveness for a given period of time to wait for a problem slow. Cent is planted nearly look, the safeguard such as safe, medical treatment insurance business complains the disease to increase significantly, grow 41.63% compared to the same period.
"Complain data and the market that superintendency branch masters to run a condition mutual also confirm. " the silver-colored meeting that keep watch says about responsible comrade, "For instance life insurance is complained in, sale issue issue compares concentration, complained because of what insurance sale causes 2017 45.60% what occupy life insurance to complain, among them misdirect insurance liability or accrual place bring about complain what occupy sale dispute to complain again most probably above. Among them misdirect insurance liability or accrual place bring about complain what occupy sale dispute to complain again most probably above..
"Insurance is complained more, investigate its are insurance company did not establish the client's consummate management concept truly at all, consciousness of protection of consumer rights and interests is thin, main body responsibility is not fulfilled reach the designated position, accuse not do one's best to selling behavior to be in charge of especially. " he expresses, partial insurance company " small service of compensate of manage of light back end of heavy front sale, heavy outstanding achievement " the issue is more outstanding, satisfy the insurance demand that consumer increases increasingly hard. In the meantime, it is important that partial sale personnel is put in one-sided explanation to conceal insurance contract product clause, intentionally the circumstance such as content, the authority of know the inside story of consumer of enroach on insurance and legal interest.
"The sale action of eager for quick success and instant benefit, damaged consumer to close right increase already, also damaged the social image of the oneself credit of insurance device and industry. " this controller expresses.
Internet is sure to complain grow in quantity, danger of airliner incur loss through delay, viatic accident danger is to complain heat
Chronic illness was not divided, trouble comes again. These a few years, internet sale channel complains concentration to grow quickly. 2017, insurance superintends an orgnaization to receive Internet sale channel to complain 4303 in all, relatively the corresponding period grew 52.64% 2016. Among them, a place difficult of access of a place difficult of access of airliner incur loss through delay that sells through Internet, viatic accident danger, the freight that return money, hotel cancels to wait nearly is complain " heavy disaster area " .
The personage inside course of study points out, internet is sure to complain the reason that jump, it is sale means and sufficient protection consumer existence of legitimate rights and interests is incommensurate. With sell face-to-face different, the net sells insurance to be used mostly " tick off anthology read " means shows the content such as liability of clauses, insurance to consumer explanation, cause consumer negligence or misunderstanding easily to affect its to send the main message that keep, contradictory issue produces when bringing about compensate of later period manage. 2 it is to serve form a complete set and business development speed not to match. New business opens border develop land on the line, the line falls to serve site, personnel to match to it without enough substance however; System of data of platform of tripartite Internet builds the part lag, fail with insurer business system real time butt joint, cause consumer to cast guarantee slip cannot inquire after protecting, cannot enjoy the problem such as insurance service in time. 3 it is a part when large Internet platform and insurance company cooperate, advantage position is in in the respect such as natural resources of capital, information, client, latter sells behavior to undertake be tuballed effectively accusing to its hard, cause extremely easily complain.
"Still partial insurance company explodes for pursuit paragraph, attract eyeball, the respect existence such as the scientific sex that products plan develops and rigorous sex is defective, easy cause insurance to consume dispute. " the silver-colored meeting that keep watch is in charge of a comrade this expressing, to old trouble, new issue, superintendency branch is in all the time hit continuously.
This year on May 28, the silver-colored meeting that keep watch reported the administration that defends center of city of birthday danger spring to pay a company to the person to punish a decision, this company cheats policy-holder on one hand, pretend product " in a limited time 7 days " sale, and " 6% already the second kills each big bank is newest interest rate " " enjoy gold of share out bonus year after year " state, return refus not to provide relevant data to inspection team at the same time, cloggy supervise an examination lawfully. For this, this company is in the amerce with 250 thousand yuan, relevant responsibility person is handled by gravity.
Superintendency branch will keep severe punishment, severe continuously ask duty posture
10 insurance company that are talked about this about, the main problem concentration of existence is complained in insurance consumption system of taller, complaint handling does not fulfil the amount to reach the designated position, sale dispute and manage compensate dispute are complained more wait for a respect. Besides a party to an undertaking, cause complain more business branch chief to also be attended to superintend a talk by the requirement.
The insurance company controller that accepts a talk all expresses, will fulfil superintendency requirement strictly, deadline is rectified and reform, with significant step appropriate processing complains dispute, ceaseless promotion manages level and service quality, cogent protection consumer closes right increase.
"Purify insurance market, protect consumer rights and interests, want to make fight of assault fortified positions, also want to call protracted battle. " the silver-colored meeting that keep watch is in charge of a comrade this expressing, superintendency branch will hold to " it is a center with people " superintendency concept, solid advance punish market chaos to resemble each job, severity is investigated of all kinds damage what consumer closes right increase to break the law violate compasses act, continue to increase difficult to be sure to sell misdirect and manage compensate processing strength.
The near future, chinese silver keeps watch can farther aggrandizement sell misdirect to insurance investigate chasten strength, the organization is begun " essence of life hits the operation definitely " , treat from in neat formation, from fast processing, from ask again duty, produce caution and awe effect. "Superintendency branch will maintain continuously violate compasses act to breaking the law severe punishment, severe ask duty high-pressured posture, consolidate normative market order, consumer protection of legitimate rights and interests falls to real point better, form normal state. " this chief says.
The personage inside course of study points out, after the silver-colored meeting that keep watch is amalgamative, superintend show stronger executive strength -- be sure to sell misdirect issue in the light of the bank, the silver-colored meeting that keep watch was hit a few days ago write down heavy fist. According to the silver-colored meeting that keep watch government-owned net was reported on June 6, the place when selling a product to sunshine person life alleges mix between insurance period year change provision of the content such as yield and insurance contract to not agree with badly, cheat policy-holder break the law violate compasses act, to Huhhot of Bank of China city breathes out and fine months allows insurance company staff member to be stationed in bit of sale all right, participate in a bank to act as agent insurance sale works and " double collection " of the job break the law violate compasses act, make administrative punishment lawfully: Experience thing insurance device is stopped 600 thousand yuan to accept bank representative new business 1 year to penalize a fund, experience job bank stops 300 thousand yuan to accept acting insurance new business 1 year to penalize a fund, warn and relevant controller also is fined. (reporter Qu Zhehan)
