Basic services of life insurance business provisions
(February 11, 2010, the China insurance regulatory Commission announced as of May 1, 2010, 2010 4th) first in order to standardize the services of life insurance activities, protect the legitimate rights and interests of policyholders, insured persons and beneficiaries according to the People's Republic of China insurance law and other laws and administrative rules and regulations, this provision is enacted.
Article II the insurance companies, insurance agents and their employees engaged in life insurance products sales, visit, preservation, underwriting, claims, information disclosure and business activities shall comply with the requirements of this provision.
Preservation in these rules refers to a life insurance contract after its entry into force, in order to maintain the contract remains in force insurance companies according to the contract or the insured, the insured, beneficiaries ' requirements by providing a range of services, including but not limited to the validity of the insurance contract termination and resumption of content changes, insurance contracts.
Third place of an insurance company should be conspicuous service signs, services, processes, and monitor phone calls and other publicity and set up complaint suggestion boxes or the customers guestbook.
Insurers counter service personnel shall wear or at the counter in front of the identification of the identity card, behavior should be consistent with basic professional norms.
Fourth of an insurance company shall be released to the service number, telephone services shall at least include consulting, reports, complaints, and so on.
Insurance agents and their employees should be related insurer inform policyholders of the service phone number.
The fifth insurance company shall provide 24-hour telephone service, human answering service and working day shall not be less than 8 hours.
Insurance companies should be on service system of phone call records and deal with. Sixth insurance sales by way of face-to-face sales of insurance products, shall show their cards or business cards and other documents.
Insurance sales through telemarketing of insurance products, and shall inform the applicant name and badge number.
Insurance sales refers to sales of insurance the following persons:
(A) the insurance company staff;
(B) employees of the insurance agency;
(C) the insurance salesman. Seventh insurance company insure prompt system should be established in accordance with the provisions of the China insurance regulatory Commission.
Insurance salesperson in the sales process should provide for prompt product features and risk, so that customers choose their own risk appetite and the affordability of insurance products.
Eighth through telephone sales of insurance products, insurance salespeople should be effective way to inform applicant queries the contract terms.
Nineth insurance sales personnel applicant provides proposal form shall be attached to the contract terms.
Insurance sales people should be reminded of the insured in the proposal form to fill in the correct mailing address, contact phone number and other information.
The tenth application form submitted by the applicant to fill in error or incomplete information, the insurance company shall, within 5 working days from the date of receipt of insurance information once told policyholders need correction or additional content.
11th survival insurance companies feel the need to undergo a medical examination, investigation procedures, and shall meet the requirements of the insured the information received within 5 working days from the date notified policyholders.
Insurance companies saw no need to undergo a medical examination, survival, investigation procedures and agreed to underwrite, shall meet the requirements of the insured the information received within 15 working days from the date completed insurance contracts made and sent to the applicant.
12th insurance company insured shall receive medical reports or live within 15 working days from the date of the report, inform the insured underwriting results, agreed to underwrite, should also complete the contract made and sent to the applicant.
13th collected at the insurance companies through the Bank to deduct the premiums, should deduct account, amount and time reached an agreement with the applicant.
14th insurance company shall establish a callback system, designated special departments responsible for visit, and are equipped with the necessary personnel and equipment. 15th term of the insurance company shall, within the period of hesitation to contract more than a year of life insurance new business visits, and recorded in a timely manner a return visit.
Return shall include the following:
(A) confirm that the respondents to the insured himself;
(B) confirm that the applicant purchased the insurance product, and whether the policy holder and the insured requested autographs;
(C) confirm that the applicant has read and understood the product specifications and insure the prompt content;
(D) confirm that the applicant is aware of the insurance liability, exclusion of liability and insurance period;
(E) confirm that the applicant is aware of the surrender may be lost;
(F) confirm that the applicant is aware of hesitate starting time, duration and the right to enjoy;
(VII) insurance, confirm that the applicant is aware the payment period and payment frequency.
New personal insurance products visit, otherwise provided by the China insurance regulatory Commission, from its provisions.
16th of an insurance company and insurance salespeople labor contract or the contract through the insurance saleswoman signed more than a year of the life insurance contract is not fulfilled, an insurer shall inform the policyholder the policy situation and ways to receive follow-up services.
17th the applicant, the insured or the beneficiary on whose behalf amounts received from insurance companies of more than 1000 Yuan, the insurance company informed of handling results should be an applicant, an insured or a beneficiary.
18th in return, the insurance company found marketing issues such as misleading, should be found within 15 working days from the date of issue by personnel outside the sales staff to be addressed.
19th of an insurance company shall receive complete information, in line with the contract conditions of preservation application completed within 2 business days from the date of acceptance.
Preservation application information is not complete, fill in standard or does not conform to the contract requirements, shall within 5 working days from the date of receipt of an application for preservation of a one-time notification preserve the applicant and its correction.
20th preservation does not involve premium payments, the insurance company shall agree to preserve processed within 5 working days from the date; preservation relates to insurance payments, the insurance company shall, from the date the insured pay premiums in full within 5 business days to process.
Preservation involves a medical examination, physical examination does not calculate time required within the period specified in the preceding paragraph.
Insurance companies arising from special circumstances cannot be completed within the prescribed period, it shall explain the reasons and inform the process to preserve the applicant. 21st conventional staging pays the insurance premium of the insurance contract, the insurance company should confirm to the applicant whether to pay tips.
Policy holders to pay tips, insurance companies should be on when the premium payment date to the applicant makes payment prompts.
Terminating the contract of insurance, the insurance company shall, within 10 working days from the date of the suspension notice in effect suspended insured person and inform the consequences for terminating the contract and the contract recovered.
The 22nd insurance company upon receipt of an applicant, an insured or a beneficiary after the insurance accident notification shall inform the relevant parties claim notice, instruct relevant parties of the insurance accident property, reason, evidence and information relating to the extent of the loss.
Receive the 23rd in the insured or the beneficiary following a request for compensation or payment of insurance, shall be made within 5 working days authorized; complex, should be approved at the 30th, except as otherwise stipulated in the contract.
24th after an insurance company does not belong to insurance approved, shall be made within the approved date of 3rd to the insured or beneficiary refuses letter of indemnity or refuse to pay the insurance, and state the reasons.
25th on the need for disability claims or payment request identification, insurance companies should remind an applicant, an insured or a beneficiary under the contract in time for the relevant authorization and identification procedures. 26th insurance company shall, in connection with the insured or the beneficiary compensation or insurance agreements reached in the 10th after the obligations of compensation or insurance obligation.
Insurance contract have agreed to pay indemnity or insurance term, the insurance company shall, in accordance with the contract for compensation or payment of insurance obligations.
27th insurance company shall establish and improve the contingency plans in the event of serious traffic accidents, natural disasters and other accidents, activate contingency plans in a timely manner, fast claims through channels, and services such as advance payment, the door way, improve claims efficiency and quality. 28th of an insurance company should be established to protect the insured, the insured and beneficiary of personal privacy and business secrets system.
Without the consent of policyholders, insured persons and beneficiaries, insurance companies may not disclose their personal privacy and business secrets.
29th insurance company shall establish and improve complaint handling mechanisms. An insurance company shall handle complaints within 10 working days of clear replies to the complainants.
Due to special reasons could not respond in time, an insurer shall progress feedback to the complainant.
30th of an insurance company shall, in accordance with the requirements of the development of service standards and service quality supervision mechanism, conducting a yearly service quality assessment. 31st insurance companies, insurance agents and their employees in violation of the provisions of the CIRC and its local agencies ordered to rectify, it fails to be given a warning, has illegally obtained illegal gains of more than 1 time 3 times less fine, but shall not exceed a maximum 30,000 yuan, no fines of between 10,000 yuan of illegal income.
Directly in charge and the persons directly responsible for can be given a warning and a fine of up to 10,000 yuan.
The 32nd group life insurance business not to apply the provisions of article. The 33rd article of the provisions come into force on May 1, 2010.