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Notice of the China Insurance Regulatory Commission on Implementing the Measures for the Administration of Handling of Insurance Consumption Complaints | | 中国保险监督管理委员会关于贯彻实施《保险消费投诉处理管理办法》的通知 |
| (No. 686 [2013] of the China Insurance Regulatory Commission) | | （保监消保〔2013〕686号） |
| All local offices of the China Insurance Regulatory Commission, all insurance companies and the Insurance Association of China: | | 各保监局、各保险公司、中国保险行业协会： |
| To implement the Measures for the Administration of Handling of Insurance Consumption Complaints (Order No. 8 [2013] of the China Insurance Regulatory Commission, hereinafter referred to as the “Complaint Measures”), the relevant issues are hereby announced as follows: | | 为贯彻落实《保险消费投诉处理管理办法》（保监会令2013年第8号，以下简称《投诉办法》），现将有关事宜通知如下： |
| I. Fully understanding the importance of performing well the handling of insurance consumption complaints | | 一、充分认识做好保险消费投诉处理工作的重要性 |
| Insurance consumption complaint is a main way for insurance consumers to report problems and make requests for settlement of relevant disputes with insurance institutions or insurance intermediaries. Whether the handling of insurance consumption complaints is standardized and efficient is related to the vital interests of insurance consumers and directly reflects the quality of insurance services and the effectiveness of insurance supervision, and plays a very important role in the sound and stable development of the insurance industry as well. To further improve the insurance consumption complaint handling mechanism, and effectively improve the quality and level of insurance consumption complaint handling, the China Insurance Regulatory Commission (“CIRC”) has formulated and issued the Complaint Measures. All entities shall unify thinking, deepen the understanding, strengthen leadership, conscientiously implement all provisions of the Complaint Measures and take the implementation of the Complaint Measures as an opportunity to strive to improve the level of insurance consumption complaint handling and effectively protect the lawful rights and interests of insurance consumers. | | 保险消费投诉是广大保险消费者反映问题，请求解决与保险机构、保险中介机构有关争议的主要方式。保险消费投诉处理工作是否规范高效，既关系到广大保险消费者的切身利益，也直接反映保险服务的质量和保险监管的有效性，对保险业的健康稳定发展有着十分重要的作用。为进一步健全保险消费投诉处理机制，切实提高保险消费投诉处理工作的质量和水平，中国保监会制定发布了《投诉办法》。各单位要统一思想、提高认识、加强领导，认真执行《投诉办法》的各项规定，以实施《投诉办法》为契机，努力提高保险消费投诉处理工作水平，切实保护好保险消费者的合法权益。 |
| II. Establishing and improving rules and mechanisms, strengthening industry cooperation, and improving insurance consumption complaint handling in accordance with laws and regulations | | 二、建立健全制度机制，加强行业协作，依法合规做好保险消费投诉处理工作 |
(1) All entities shall, in accordance with the Complaint Measures, and in light of their work practice, establish and improve all rules and mechanisms for the handling of insurance consumption complaints, establish the rules and mechanisms required in the Complaint Measures
．．．．．． | | （一）各单位要按照《投诉办法》的规定，结合工作实际，建立健全保险消费投诉处理的各项制度机制。对《投诉办法》要求建立的制度机制要尽快建立，对不符合《投诉办法》规定的要进行修改，并做好新旧制度的衔接工作，确保《投诉办法》顺利实施。
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