Consumer complaints in the banking and insurance industry refer to the behavior of consumers who have disputes with banking and insurance institutions or their employees when purchasing banking or insurance products or receiving related services, and claim their civil rights and interests against the institutions.
In recent years, the China Banking and Insurance Regulatory Commission has continuously improved the consumer complaint handling mechanism, smoothed the channels for consumer complaints, and consolidated the main responsibility of the banking and insurance institutions for complaint handling.
It's easier to make a complaint.
Local regulatory authorities continue to enrich consumer complaint methods within their jurisdictions, cover the original insurance consumer complaint hotline 12378 to banking business, urge institutions to simplify the customer service hotline transfer complaint procedures, and allow consumers to enter manual complaint channels faster. , WeChat official account and other platforms have added a complaint section to realize the diversification of online rights protection channels.
Complaint handling of "headache for head, foot pain for foot" has been improved.
The China Banking and Insurance Regulatory Commission promotes banking and insurance institutions to establish and improve the traceability and rectification mechanism, and through the handling of complaint cases, timely find out the reasons for the complaints, improve product design, and improve service levels.
Regulatory accountability is stronger.
The regulatory authorities shall report the complaints of banking and insurance institutions on a quarterly basis, and incorporate the institutions' handling of consumer complaints into the annual regulatory evaluation of consumer rights protection.
For example, the Beijing Office of the China Banking and Insurance Regulatory Commission requires that the traceability and rectification of complaints, accountability, and diversified solutions should be incorporated into the institution's comprehensive performance appraisal index system, linked to the salary distribution and job promotion of relevant personnel.
At the beginning of 2020, the "Administrative Measures for Handling Consumer Complaints in the Banking and Insurance Industry" issued by the China Banking and Insurance Regulatory Commission unified the regulatory rules for handling consumer complaints in the banking and insurance industry. New measures such as strengthening complaint verification, increasing oversight and accountability.
Judging from the data, the number of complaints has continued to grow in recent years.
In 2021, among the consumer complaints received and forwarded to the banking industry by the China Banking and Insurance Regulatory Commission and its local offices, there will be 78,414 complaints in the first quarter, an increase of 2.9% month-on-month; ; Among the consumer complaints received and forwarded involving insurance companies, the numbers in the first three quarters were 37,892, 47,005, and 40,649, all increasing compared with the same period in 2020.
"The important reasons for the increase in the number of complaints are: first, with the development of the economy, the population of bancassurance consumers is gradually expanding, and the number of complainants is increasing; second, consumers' financial literacy and awareness of rights protection have been further improved, and they know how to maintain their own legality through standardized channels. Third, the channels for complaints continue to be enriched and further unblocked, and the 'one-number dial-up' makes it easier for consumers to express their demands, the cost of rights protection is reduced, and the willingness will be stronger." China Banking Regulatory Commission 12378 Bancassurance Consumer Complaints and Rights Protection Hotline Beijing Branch Analysis by Wang Ziyang, head of the center.
According to Wang Ziyang, complaints in recent years have shown a trend of diversification and complexity, indicating that the products and services of the banking and insurance industries have become increasingly rich and subdivided, which is a reflection of the high-quality development of the industry.
"Reporting the content of complaints in a timely manner is to remind financial institutions that while making better products and larger scales, they should always tighten the string of standardized development, fully consider and respect the reasonable demands of consumers, and continuously consolidate the foundation for development."