China-Singapore Jingwei client, July 4 (Wei Wei) "No matter which insurance company you can withdraw, you can only refund 10%, find us 100% full surrender." On e-commerce platforms, social platforms Enter the word "surrender" on the list, you can see many shops or accounts claiming "full surrender".
According to an insurance agent, under normal circumstances, the insurance company cannot propose to cancel the insurance contract, the customer can always propose that some products can be surrendered in full during the hesitation period, but after the hesitation period, a part of the payment is required according to the contract Handling fee. For example, critical illness insurance, if the policyholder wants to surrender the policy for his own reasons, usually only the cash value can be refunded. As a result, policyholders with surrender requirements have become the chasing targets of these "full surrender" intermediaries.
"Agent surrender" is actually "complaint"
The Sino-Singapore Jingwei client searched on social platforms, e-commerce platforms, and second-hand trading platforms and found that many shops claimed that they could surrender their insurance in full. Among the stores with the highest sales volume on a platform, there were 146 reviews, most of which indicated that the surrender was successful and displayed a text message notification of bank funds arrival. As you can see from the screenshots of the comments, there are many insurance companies involved, including China Life Insurance, Taiping Life Insurance, Xinhua Insurance, Zhonghong Life Insurance, and Metropolitan Life Insurance.
Full surrender agency to solicit customers Source: a second-hand trading platform
As a policyholder, Sino-Singapore Jingwei contacted a full surrender shop. The customer service stated that the company has been in the surrender business for more than 2 years, and any type of insurance in any region of the country can be refunded.
Immediately afterwards, the other party sent a questionnaire and indicated that they would fill out this questionnaire to evaluate the success rate of full surrender. There are a total of 17 questions on this questionnaire. In addition to the basic questions including the name of the insured, the premiums paid for several years, and the amount paid annually, it also includes which notes on the policy are not operated by me, whether the signature is signed on behalf of, and insured When entering information, what information is wrong, and whether the salesperson gave gifts or gave money.
Questionnaire provided by surrender agency
After filling out this questionnaire, the intermediary further asked what was the reason for surrender. When the reporter said "I don't think it was worthwhile", he said that the reason was not refundable. "The full surrender service is to surrender the salesperson who misled or violated the sales at that time. You have to think carefully about whether you said something that was inconsistent with the actual situation or did something inappropriate, such as Returning the commission is illegal." The intermediary said.
An agent of an insurance company told the Sino-Singapore Jingwei client after seeing the above 17 questions. Many of them caught the possible loopholes in the insurance sales process. For example, signing is not allowed, but in actual operation, there are Mother buys insurance for an adult child, and the child may sign on behalf of the child far away. If the child claims that he does not agree to insurance or is unaware, the policy contract can be determined as an invalid contract, and the insurance company may have to surrender the insurance .
A shop clearly listed the conditions for surrendering and safeguarding rights in the introduction: "The salesperson or the company deceived the insured during the sales process, concealed important conditions related to the insurance contract, and prevented the insured from truthfully telling the physical condition and other related sales misleading, Induction, rebates, and gifts are all eligible for full surrender."
In a form sent by another surrender agent, the reasons for the refund are clearly listed, such as exaggerating the insurance liability or the income of the insurance product, promising to return the commission, promoting the sale of insurance products in the name of gift insurance, not actually giving away, etc. .
Source of insurance rights protection information collection form: provided by the interviewee
In fact, these surrender agents start with the agent's illegal sales and complain to the relevant regulatory authorities on behalf of the insured or guide the insured.
The Sino-Singapore Jingwei client saw in a circle of friends of a surrender agent that it had published multiple notices of forwarding consumer complaints, confirmation of customer complaint handling and so on.
A consumer complaint forward notification source: an agent's circle of friends
According to an insurer, Li Hua, who once surrendered through the agency, he signed a series of procedures such as a power of attorney with the surrender agent, and described in detail the process of purchasing insurance. Then a "teacher" wrote on his behalf. He issued a lawyer's letter and filed a complaint with the local banking and insurance bureau, and then the banking and insurance bureau transferred the case to an insurance company for processing.
"The insurance company said that I saw my complaint materials written very professionally, and asked me if I had found a third-party company. I did not say anything. Afterwards, the insurance company and I repeatedly negotiated, but I finally didn’t want to consume with them. 70% premium." Li Hua said.
Despite the claim that "any insurance can be refunded", not all surrender policies will be accepted by the intermediary. In the process of contacting customers, the surrender agency will screen the customers. In addition to the above questions, they will know whether there is any improper sales in the customer's insurance process. Of customers will also be rejected.
"The most important thing is that the insured needs to call the salesperson to record for evidence, and he is unwilling to accept it." A surrender agent said that he had to collect evidence and provide it to the China Banking Regulatory Commission to make a complaint.
20%-40% of the surrendered security deposit as a service fee
After evaluating the customer, the surrender agent will screen out whether the customer can surrender the policy, and the agent will further discuss the service fee with the customer.
A surrender agent told China-Singapore Jingwei that a service fee of 2,000 yuan would be charged for a unified fee of less than 10,000 yuan, and a full commission of more than 10,000 yuan would be charged 40% of the lost loss as a commission. For example, a critical illness insurance policy pays 15,000 yuan per year. After paying for 4 years, a total of 60,000 yuan has been paid. If the cash value is 30,000 yuan and the loss is 30,000 yuan, then 12,000 yuan will be charged as a commission.
The intermediary also said that it is necessary to pay 10% of the recovery loss as a deposit, and then send the agreement to the insured, contract, power of attorney, questionnaire, declaration, handwriting sampling, and teach customers how to fill out.
"The fastest time is about 20 days, and the slowest time is about two months." The above intermediary said, but he said that he could not guarantee 100% surrender success. If he did not do it in the end, he would also need to charge 300 yuan in material fees. In addition, the client's own reasons are to withdraw the complaint and the deposit is not refundable.
"For your own consideration of receiving the deposit in advance, we will charge after the premium is returned to the bank card, and charge 30% of the final amount as the service fee." Another surrender agency said.
When Li Hua sought an agent to surrender his policy, he was also opposed by his family. "Because a deposit of 1,500 yuan was required in advance, my family advised me not to be deceived." But he insisted on paying the deposit.
"If you go to an insurance company to surrender less than 10,000 yuan, they helped me repay a total of 15,000 yuan, more than 5,000 yuan, but finally paid a 2,000 yuan service fee." Li Hua said.
However, the client of Sino-Singapore Jingwei saw a customer's message in the service review of an agent's surrender, "Be careful not to review for more than half a year. I was just cheated. These are all billed, you see now The reviews are very positive. After two months, I can’t refund the deposit, and I’ll change the shop again.”
Recruiting agents and students said "you can learn in two hours"
Since the beginning of this year, the China Banking and Insurance Regulatory Commission, local banking and insurance bureaus and insurance companies have repeatedly warned of the risk of “agent surrender”, but the “agent surrender” has not only disappeared, but has become more and more serious. It was found on the e-commerce platform that surrender intermediaries not only actively searched for guests, but also proactively recruited surrender agents.
When the reporter asked how to become a surrender intermediary, the other party first asked if there were certain customer resources. If you have worked in an insurance company before or have relevant contacts, it is easier to take orders.
The above-mentioned intermediary also stated that, except for social insurance and auto insurance, the rest can be refunded. "The insured can only refund about 10% at the insurance company. We can help him refund the full amount and then charge a part of the service fee, many people are willing to handle it."
Hesitant to see the reporter, the other party said, "You only need to find the customer to sign the contract. We are responsible for docking the customer throughout the process. After the refund, we will tell you in advance that you will collect the money. We only charge 20%-25% of the surrender fee. , With evidence and no refund of the cash value of 20%, no evidence and no refund of the cash value of 25%, generally charge 30%-40% to the customer, the higher part is your own."
Another surrender agent said that he recruited "students", "1388 yuan one-on-one teaching package will be able to learn in two hours. If you don't learn, you can assist the operation." When the reporter said that he did not have customer resources, the agent Said "we have insurance surrender (customers) in insurance companies in various regions".
This may mean that there are also acts of customer information leakage within insurance companies. According to the "News Morning News" report, the first agency surrender case was released recently. From October 2017 to the beginning of 2018, Liu worked as a telemarketing clerk at the Shanghai branch of A insurance company and had more than 2,000 customer profiles. From April to September 2018, Liu had sold 607 pieces of personal information to Fanmou and Chenmou six times, with a total profit of 33,000 yuan. The average price of each piece of personal information is between 25 yuan and 55 yuan.
After the "customer source" information was available, Fan Mou first instigated and induced Zhang Mou to surrender the insurance to A Insurance Company in the name of rights protection, and received 30% of the premium as remuneration; then, he fabricated another claim: he received Part of the remuneration, Zhang and other 6 people can be returned from A Insurance Company.
On July 19, 2019, Fan was filed a public prosecution with the Yiwu Municipal People's Procuratorate for the crime of infringement of citizens' personal information and fraud. In the end, where a certain number of crimes were punished, he was sentenced to 10 months in prison and fined 34,000 yuan; Liu was sentenced to three years and 6 months in prison and fined 40,000 yuan.
Analysis says insurance agents need to be regulated urgently
A related staff member who has been in contact with complaint handling in an insurance company introduced that because the supervision needs to assess the complaint rate of each insurance company, it will assess how to deal with the complaint after the complaint, and whether it is handled well, so as long as the customer has reason to complain, If the CBRC transfers it to an insurance company, the company will negotiate with the client in private to see if the complaint can be removed. If the case is unsettled for a long time, the supervisor will notify the company of “handling consumer rights and interests”, which will affect the company’s assessment. .
"In practice, the China Banking and Insurance Regulatory Commission pays special attention to customer complaints, so insurance companies are more afraid of customer complaints. We have also encountered surrender disputes in dispute handling. Many customers prefer to negotiate with insurance companies. Achievements directly complain to the China Insurance Regulatory Commission. The China Insurance Regulatory Commission will require insurance companies to verify customer complaints. In this way, the two parties will compromise to achieve the purpose of surrender." Yang Baoquan, a senior partner of Beijing Bank of China Law Firm, told the lawyer. Sino-Singapore latitude and longitude client.
Yang Baoquan further reminded the policyholder to find a third party intermediary for full refund to save certain risks. First, when entrusting a third party to surrender, it is often necessary to pay in advance, but it is not necessarily whether it can be surrendered in the end, and there may be a risk of capital loss for the principal; second, the third party company is the trustee, Often acting in the name of the client, if the trustee's own behavior is suspected of being illegal, and knowing that it is an illegal act and using illegal methods to achieve the purpose of surrender, then the client should also bear the corresponding responsibility.
The above-mentioned insurance company related staff said that after the customer maliciously complained to surrender the insurance, the insurance company will often pull the customer into the "black list", in the future there will be more strict restrictions on insurance in this company.
Yang Baoquan believes that the reason why the agency surrender agency can carry out this business is to use some loopholes in the insurance company's development process. In practice, some insurance agents may make some false statements in order to facilitate the policy. For example, it only emphasizes the benefits of the policy, and does not explain the disadvantages or limitations of the policy. This irregular operation has caused certain loopholes. The so-called "agent surrender" agency often knows these problems and treats it as a bargaining chip. Insurance companies advocate surrender.
Zhu Minglai, director of the Center for Health Economics and Medical Security Research of Nankai University and professor of the School of Finance, also said in an interview that the phenomenon of agency surrender also exposed some loopholes that may exist in the insurance industry during the contract signing process, and these loopholes should also be addressed as soon as possible. Make up, to avoid similar situations in future signings. For example, internal audits can be conducted to ensure compliance management.
On April 9th, the official website of the China Banking Regulatory Commission issued a "Tip on Preventing Risks Related to "Agent Surrender"." Suffering from fraud risk, the third is the risk of personal information leakage.
"Tip" pointed out that reflecting complaints and filing appeals is a legitimate means for consumers to safeguard their legal rights and interests, but once used by those with ulterior motives, it may cause adverse effects on industry operations and ultimately damage the legitimate rights and interests of consumers. (China-Singapore Jingwei APP)
(According to the interviewee's request, Li Huawei's pseudonym in the text)
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