| Notice of the China Insurance Regulatory Commission on Issuing the Key Points of the Protection of the Insurance Consumers' Rights and Interests in 2017 | | 中国保监会关于印发《2017年保险消费者权益保护工作要点》的通知 |
| (No. 65 [2017] of the China Insurance Regulatory Commission) | | （保监消保〔2017〕65号） |
| All departments of the China Insurance Regulatory Commission (“CIRC”); all local CIRC offices; training centers; China Insurance Security Fund Co., Ltd., China Insurance Information Technology Management Co., Ltd. and China Insurance Media Corporation; Insurance Association of China and Insurance Society of China; and all insurance companies: | | 机关各部门，各保监局，培训中心，中国保险保障基金有限责任公司、中国保险信息技术管理有限责任公司、中国保险报业股份有限公司，中国保险行业协会、中国保险学会，各保险公司： |
| The Key Points of the Protection of the Insurance Consumers' Rights and Interests in 2017 is hereby issued for your diligent implementation in combination with your actual situation. | | 现将《2017年保险消费者权益保护工作要点》印发给你们，请结合本单位实际认真贯彻执行。 |
| China Insurance Regulatory Commission | | 中国保监会 |
| March 14, 2017 | | 2017年3月14日 |
| Key Points of the Protection of the Insurance Consumers' Rights and Interests in 2017 | | 2017年保险消费者权益保护工作要点 |
| For the protection of the insurance consumers' rights and interests in 2017, the deployment of the national conference on insurance regulation shall be followed, the Several Opinions of the State Council on Accelerating the Development of the Modern Insurance Service Industry and the Opinions of the China Insurance Regulatory Commission on Strengthening the Protection of the Rights and Interests of Insurance Consumers shall be diligently implemented, the general theme of seeking improvement while maintaining stability shall be adhered to, the requirements of “guarantee-oriented insurance industry and regulation-oriented CIRC” shall be adhered to, “attaching importance to service, strictly implementing supervision, preventing risks, and enhancing development” shall be adhered to, the primary responsibilities of insurance companies for protecting the consumers' rights and interests shall be strengthened, insurance companies shall be urged to attach importance to and improve the insurance services, the behaviors of damaging the consumers' lawful rights and interests shall be severely cracked down, regulation of the handling of insurance consumption complaints shall be reinforced, the education of consumers and risk warning shall be strengthened, the construction of the insurance credit system shall be promoted in an accelerated manner, and the insurance consumers' lawful rights and interests shall be effectively cared, maintained and protected. | | 2017年保险消费者权益保护工作要按照全国保险监管工作会议部署，认真贯彻《国务院关于加快发展现代保险服务业的若干意见》和《中国保监会关于加强保险消费者权益保护工作的意见》，坚持稳中求进总基调，坚持“保险业姓保、保监会姓监”，坚持“抓服务、严监管、防风险、促发展”，强化保险公司维护消费者权益的主体责任，督促保险公司重视和改进保险服务，严厉打击损害消费者合法权益行为，强化保险消费投诉处理监管，加强消费者教育和风险提示，加快推进保险业信用体系建设，爱护好、维护好、保护好保险消费者合法权益。 |
| I. Urging insurance companies to effectively improve the insurance services | | 一、督促保险公司切实改进保险服务 |
| 1. Initiating the construction of insurance service standardization. On the basis of the Basic Indicators for the Claim Settlement of Motor Vehicle Insurance, the Provisions on the Basic Services of the Personal Insurance Business, and the Guidelines for Small-Sum Insurance Claim Settlement Services (for Trial Implementation) currently in force, the services standards covering property insurance, life insurance and intermediary services shall be gradually established and improved according to the industry development level, service capacity and the people's demand for insurance services. | | （一）启动保险服务标准化建设。在现有《机动车保险理赔基础指标》、《人身保险业务基本服务规定》和《保险小额理赔服务指引（试行）》的基础上，根据行业发展水平、服务能力状况以及人民群众对保险服务的需求，逐步建立完善覆盖产、寿险和中介业务的服务标准。 |
| 2. Solidly evaluating the services of insurance companies. On the basis of summarizing the evaluation experience of the first service, the relevant indicators, especially the important service innovation and major negative event evaluation indicators, shall be further improved, the weight of the optimization indicators shall be adjusted, the supervision and inspection of the data submitted by the insurance companies participating in the evaluation shall be strengthened, the services of insurance companies shall be scientifically evaluated, and the evaluation results shall be announced to the public. | | （二）扎实开展保险公司服务评价。在总结首次服务评价经验基础上，进一步完善相关指标，特别是重要服务创新和重大负面事件评价指标，调整优化指标权重，加强参评保险公司报送数据的监督检查，科学评价保险公司服务情况，并将评价结果向社会公开。 |
3. Promoting the quality monitoring of small-sum insurance claim settlement services. In accordance with the Guidelines for Small-Sum Insurance Claim Settlement Services, the supporting programs and measures shall be improved, the quality monitoring of small-sum insurance claim settlement services shall be carried out continuously, the information on the monitoring of the indicators of the small-sum claim settlement services shall be issued every half year, and social supervision shall be accepted.
．．．．．． | | （三）推进保险小额理赔服务质量监测。依照《保险小额理赔服务指引》完善配套方案和措施，持续开展保险小额理赔服务质量监测工作，每半年发布小额理赔服务指标监测情况，接受社会监督。
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