我国保险机构投诉处理规范建设研究

Research on Guidelines of Insurers for Complaints Handling in China

制定保险机构投诉处理规范是将保险业标准化工作重点向管理标准和服务标准拓展的重要实践,增加了保险术语的国际话语权,开创了金融消费者保护的先河。该规范建立了保险投诉纠纷分类方法,统一了保险投诉处理流程,建立了保险业投诉处理结果评价指标体系和监督考评机制。本文介绍了我国保险机构投诉处理规范建设的基本情况、主要内容和应用情况,并结合保险消费者权益保护工作提出新的应用思路。

Developing the guidelines of insurers for complaints handling is an important practice for the insurance industry to focus on expanding management and service standards. It increases the influence of insurance terms, and initiates the protection for consumers in the financial sector. The guidelines establish the methods of classification for insurance complaint disputes, unify insurance complaint handling process and develop the evaluation of insurance industry complaints handling and supervision. This article describes the basic facts, the main content and applications of guidelines of handling insurance complaints, and proposes new ideas combining with the insurance consumer protection work.