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In p>216, the purchase channel with the lowest trust of insurance consumers was Internet finance companies.
On March 15th, the Insurance Consumer Rights Protection Bureau of the China Insurance Regulatory Commission and China Insurance Protection Fund Co., Ltd. jointly released the 216 China Insurance Consumer Confidence Index Report. According to the report, the confidence index of insurance consumers in China in 216 was 71.2, which was 42.4% higher than the median value of 5, and was higher than the level of 69.2 in 215.
from the five first-level indicators of China insurance consumer confidence index, compared with 215, the three indicators of insurance environment confidence, consumer trust preference and industry operation have all increased. However, the trust of consumers in the insurance industry decreased by .2 compared with 215, and the willingness to consume insurance decreased by 1.8. In this regard, Ren Jianguo, chairman and general manager of China Insurance Protection Fund Co., Ltd. said that the consumer confidence index of insurance in China in 216 was higher than that of last year, reflecting the increased consumer confidence. On the one hand, the whole development environment of the insurance industry has been improved, on the other hand, the people's insurance awareness has been greatly improved. However, although insurance companies have attached great importance to claims service this year, in terms of sales services, the evaluation of honest sales has declined slightly, indicating that marketing services need to be strengthened.
the first-level index score of insurance consumer confidence index in p>216 and its comparison with that in 215.
According to the report, the ranking of consumers' trust in purchasing channels from high to low is: insurance companies, banks, insurance intermediaries and internet finance companies, which is consistent with that in 215. Among them, 71% of the respondents said that they trusted insurance companies the most, while the channels of insurance intermediaries and Internet finance companies ranked lower. Some interviewees reported that insurance intermediaries have the disadvantages of unprofessional answers, inactive services and unstable personnel; As for the channels of Internet finance companies, consumers say that product promotion is flashy, product consultation and answer are slow, and the convenience of claim settlement is not high. For these two sales channels, consumers expect to improve the quality in terms of professionalism and accuracy. In addition, some interviewees also said that the bancassurance channel also has problems such as insufficient sales professionalism and poor after-sales service. In view of this channel, consumers expect to strengthen sales standardization and personnel professionalism.
the proportion of insurance consumers' most trusted purchase channels in p>216 and its comparison with 215 (%).
in p>216, the willingness to consume insurance was 68.6, which increased steadily compared with 215, and the stickiness of insurance consumption was further enhanced, and the quality of insurance services was fully recognized. In 216, the operating score of the industry was 78.7, which was higher than that in 215. Last year, the amount of risk protection provided by the insurance industry was 2,372.8 trillion yuan, a year-on-year increase of 38.1%, which objectively confirmed the insurance consumers' confidence in the industry and their more optimistic attitude towards the development of the industry.
The report shows that insurance consumers still have three needs and expectations. First, most consumers give priority to the allocation of guaranteed products, among which the penetration rate of critical illness insurance is high, and we look forward to developing more Huimin insurance products. It is suggested to design insurance products that are more biased towards the public and have low premiums for general promotion; It is also suggested to develop targeted insurance products for special groups, such as the elderly and the police.
second, the quality of insurance services has improved, and consumers expect more humanistic and caring service design concepts. That is, pre-sales services need to be more targeted and tailor-made insurance programs; After-sales service needs to be more continuous, and salesmen should not change frequently to avoid an unattended vacuum zone; Claims service needs more convenience, and claims procedures need to be further simplified.
Third, the insurance confidence has steadily increased, and the industry needs to expand positive publicity and education to guide consumers positively. On the one hand, the industry should strengthen the publicity of insurance concepts, increase the frequency and scope of publicity, and further improve the popularity and public recognition of insurance; On the other hand, a healthy market is inseparable from rational consumers, and the industry needs to focus on consumer education to create a good foundation for development.
Lu Zhou, director of the Consumer Protection Bureau of the CIRC, said that the CIRC attaches great importance to the protection of consumers' rights and interests. For example, the regulatory authorities launched "Bright Sword Action" aimed at harming consumers' rights and interests, and held not only the relevant responsible persons accountable, but also the senior management accountable. Last year, Bright Sword Action organized 71 inspection teams and dispatched about 3 supervisors, and * * * punished 75 institutions and 98 people, with a fine of more than 13 million. At the same time, urge insurance companies to implement the main responsibility and ask insurance companies to improve their services through service evaluation. In particular, companies that complain about insurance companies are relatively late to announce to the public and start talks.