In 20 16 years, the purchase channel with the lowest trust of insurance consumers is the internet finance company.
On March 15, the Insurance Consumer Rights Protection Bureau of China Insurance Regulatory Commission and China Insurance Protection Fund Co., Ltd. jointly issued the "20 16 China Insurance Consumer Confidence Index Report". The report shows that the consumer confidence index of insurance in China in 20 16 is 7 1.2, which is 42.4% higher than the median value of 50 and 69.2 in 20 15.
From the five first-level indicators of China insurance consumer confidence index, compared with 20 15, the three major indicators of insurance environment confidence, consumer trust preference and industry operation have all increased. On the other hand, consumers' trust in the insurance industry decreased by 0.2 compared with 20 15, and their 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 increased in 20 16 compared with 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 attach 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 index score of insurance consumer confidence index in 20 16 years and its comparison with that in 20 15 years.
The report shows that the order of consumers' trust in purchasing channels from high to low is: insurance company, bank, insurance intermediary and internet finance company, which is consistent with 20 15. Among them, 7 1% of the respondents said that they trusted insurance companies the most, and the channels of insurance intermediaries and internet finance companies ranked low. Some interviewees reported that insurance intermediaries have some disadvantages, such as unprofessional answers, inactive services and unstable personnel. For the channels of Internet finance companies, consumers said 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 respondents 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 specialization.
The proportion of insurance consumers' most trusted purchase channels in 20 16 years and its comparison with 20 15 years (%).
20 16 insurance consumption intention is 68.6, which is a steady increase compared with 20 15. The stickiness of insurance consumption has been further enhanced, and the quality of insurance services has been fully recognized. 20 16 scored 78.7, which was higher than 20 15. Last year, the insurance industry provided 2,372.8 trillion yuan of risk protection, a year-on-year increase of 38. 1%, which objectively confirmed the confidence of insurance consumers in the industry and their 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 critical illness insurance has a high penetration rate, and they look forward to developing more Huimin insurance products. It is suggested to design insurance products that are more biased towards the public and have lower 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 humanized and intimate 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 unattended vacuum zone; Claims service needs more convenience, and claims procedures need to be further simplified.
Third, 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 visibility and public recognition of insurance; On the other hand, a healthy market is inseparable from rational consumers, and the industry needs to pay attention to consumer education and create a good foundation for development.
Lu Zhou, director of the Consumer Protection Bureau of the China Insurance Regulatory Commission, said that the China Insurance Regulatory Commission attaches great importance to the protection of consumer rights. For example, the regulatory authorities launched the "Sword Action" aimed at harming consumers' rights and interests, which not only held the relevant responsible persons accountable, but also held the senior executives accountable. Last year, Operation Liangjian organized 7/kloc-0 inspection teams, dispatched about 300 supervisors, and punished 98 people in 75 institutions, with a fine exceeding130,000. At the same time, urge insurance companies to implement the main responsibility and ask insurance companies to improve their services through service evaluation. Especially for companies that complain about insurance companies, it is relatively late to announce to the public and start talking.