本文關鍵詞： 保險消費者 消費者權益保護 服務承諾 保險服務　出處：《西南財經大學》2013年碩士論文　論文類型：學位論文

【摘要】：近年來,我國保險業(yè)快速發(fā)展,市場組織不斷完善,保費收入穩(wěn)步增長,與此同時,保險消費者權益受到侵害的現(xiàn)象屢見不鮮,保險消費領域“銷售誤導”、“理賠難”等問題普遍引起了民眾和社會對保險行業(yè)的不滿,削弱了保險業(yè)賴以生存的信用基礎,嚴重制約了我國保險業(yè)的進一步發(fā)展。鑒于此,我國保險監(jiān)管部門采取了一系列的措施,以規(guī)范保險業(yè)秩序,維護消費者合法權益。2011年10月,中國保監(jiān)會保險消費者權益保護局正式成立,日前,中國保監(jiān)會還相繼下發(fā)了《關于改進服務質量落實服務承諾有關問題的通知》、《中國保監(jiān)會關于加強和改進財產保險理賠服務質量的意見》、《關于做好保險消費者權益保護工作的通知》以及《機動車輛保險理賠管理指引》等一系列規(guī)章制度。此后,開展保險教育、暢通投訴渠道、完善調處機制、解決積壓賠案、提高信息、透明度、加大監(jiān)管懲處力度等一系列保護消費者權益的新政密集出臺。可以說,對保險消費者權益保護工作的重視程度達到了前所未有的高度。 為進一步規(guī)范保險業(yè)服務,提高服務質量,切實保護消費者合法權益,2012年3月保監(jiān)會下發(fā)了《關于開展“3.15”保險服務承諾活動的通知》(保監(jiān)廳發(fā)[2012]10號)要求各保險公司在國際消費者權益日到來之際,開展保險服務承諾活動,集中公開自己的服務承諾。截止至2012年7月9日,在中國保險行業(yè)協(xié)會網站上共公布了119家保險公司的服務承諾,其中財險主體有58家。公開保險服務承諾對保護保險消費者合法權益來說無疑是一次有益的嘗試,有利于規(guī)范行業(yè)服務,糾正行業(yè)不正之風,推動行業(yè)服務水平的提升和扭轉行業(yè)不良形象。與此同時,保險公司的服務承諾在其內容和具體落實的過程中也存在著不少問題,比如承諾內容空泛,將一般性工作要求當成對消費者的承諾；服務承諾表述不明確容易引起爭議,缺少對違諾責任的規(guī)定和相應的懲戒機制；理賠服務落實質量差等問題。理論上也缺乏對服務承諾所具有的法律性質和應承擔的法律責任的明確界定。這些問題嚴重制約了保險服務承諾在維護消費者權益方面作用的有效發(fā)揮。 在此背景下,本文嘗試通過對財產保險公司現(xiàn)行服務承諾進行分析,發(fā)現(xiàn)其中存在的問題和不足,進而從改進和落實財產保險服務承諾的角度就加強我國保險消費者權益保護相關問題提出幾點建議。文章具體內容如下： 第一部分是緒論,簡要介紹了文章的研究背景與意義,對研究現(xiàn)狀進行了綜述,并指出了本文的創(chuàng)新與不足之處。 第二部分首先對保險消費者權益保護問題作了簡要概括,初步界定了保險消費者的概念,對保險消費者權益保護的現(xiàn)實必要性進行了闡述,并就保險服務承諾的法律性質及其在保險消費者權益保護方面的作用進行了初步探討。指出保險公司的服務承諾具有契約的性質,其實質構成法律意義上的要約,服務承諾的內容應屬于合同的一部分。 第三部分是對我國財產保險公司現(xiàn)行服務承諾的整理和分析。本章以中國保險行業(yè)協(xié)會網站中公布的各財產保險公司服務承諾為資料來源,對其中17家財險公司服務承諾的詳細內容分別在理賠服務、增值服務和維護客戶權益機制三個方面作了列表對比和分析。 通過上文對財險服務承諾的分析,再結合我國財險服務的實際落實情況,文章第四部分指出了目前財險服務承諾在內容上和落實質量上存在的問題,包括服務承諾宣傳不到位、服務條款表述不明易引起爭議、服務承諾內容有待規(guī)范、理賠服務承諾落實質量不高等方面。 第五部分,針對財險公司現(xiàn)行服務承諾存在的問題,提出了改進落實服務承諾,加強保險消費者權益保護的幾點建議,分別從保險公司的角度、行業(yè)自律的角度以及保險監(jiān)管的角度進行了闡述。文章建議保險公司應充分評估自己的踐諾能力,并規(guī)范服務承諾的內容,完善理賠服務,從根本上提高服務水平；行業(yè)協(xié)會作為行業(yè)的自律組織應對各承諾主體的執(zhí)行情況做定期的監(jiān)督檢查,制定相應的自律懲戒措施并探索建立行業(yè)服務標準；保險監(jiān)管部門應進一步暢通投訴渠道,完善投訴機制,并引入第三方評價披露機制,建立社會監(jiān)督制度。
[Abstract]:In recent years, the rapid development of China's insurance industry, and constantly improve the market organization, premium income increased steadily, at the same time, the insurance consumer rights have been infringed It is often seen. consumption, insurance sales misleading "," claims difficult "problems aroused people and social discontent of the insurance industry, the insurance industry's weakened credit to survive, seriously restrict the further development of China's insurance industry. In view of this, China's Insurance Regulatory Department has adopted a series of measures to regulate the insurance industry order, safeguard the legitimate rights and interests of consumers.2011 in October, Chinese CIRC Insurance Consumer Protection Bureau was formally established, before the China CIRC have been issued" on the improvement of service quality to implement service commitment issues related to notice >, < China CIRC on strengthening and improving the quality of property insurance claims service advice >, < A Good insurance consumer protection work notice > and < the motor vehicle insurance claims management guidelines and a series of rules and regulations. Since then, carry out the insurance education, smooth channels for complaints, improve the mediation mechanism, solve the backlog of claims, improve information transparency, strengthen supervision, punishment and a series of consumer protection intensive introduction of the new deal. Say, the degree of attention to the insurance consumer protection work reached a hitherto unknown height.
In order to further standardize the insurance service, improve service quality, and effectively protect the legitimate rights and interests of consumers in March 2012, the CIRC issued "on the" 3.15 "insurance service commitment activities notice > (No. [2012]10 CIRC office) requires insurance companies in the international consumer rights day, to carry out the insurance service commitment, centralized public our service commitment. As of July 9, 2012, in the China Insurance Industry Association website released a total of 119 insurance companies in the service commitment, which has 58 main insurance insurance services. Public commitment to protect the legitimate rights and interests of insurance consumers is undoubtedly a useful attempt to standardize the services industry, correct industry unwholesome tendencies. To promote the industry to improve service level and change the industry bad image. At the same time, the insurance company's service commitment in its content and specific implementation process There are also many problems, such as commitment to empty the contents of the general requirements, working as a commitment to consumers; service commitment is ambiguous and controversial, lack of provisions on the liability break and the corresponding punishment mechanism; claims service implementation issues such as the poor quality. The theory also lacks the legal nature of the service commitment the clear definition and legal responsibility. These problems seriously restrict the insurance service commitment play an effective role in safeguarding the interests of consumers.
Under this background, this paper attempts to present the property insurance company service commitment analysis, find out the existing problems and shortcomings, and from the improvement and implementation of property insurance service commitment perspective on strengthening the rights and interests of insurance consumers protection in China related issues put forward some suggestions on the specific content of the article is as follows:
The first part is the introduction, which briefly introduces the background and significance of the research, summarizes the current research status, and points out the innovation and shortcomings of this article.
The second part of the first brief summary of insurance consumer protection issues, preliminary definition of insurance consumers, the necessity of insurance consumer protection are expounded, and the legal nature of the insurance service commitment and the role of nurse Quan Yibao insurance consumers are discussed. It is pointed out that the nature of the insurance company's service commitment have a contract, which constitute the legal sense of the offer, commitment to service content should be part of the contract.
The third part is the collation and analysis of the property insurance company of our country current service commitment. Published in this chapter China Insurance Association website in the property insurance company service commitment as the data source, the details of which 17 property insurance companies pledge respectively in settlement services, three aspects of value-added services and safeguard the interests of customers mechanism the list of comparison and analysis.
Through the theoretical analysis of insurance service commitment, combined with the actual implementation of the insurance service of our country, the fourth part of the article pointed out that the current insurance service commitment in the content and implementation of quality problems, including service commitment publicity is not in place, service provision of unknown controversial content needs to be standardized, service commitment, claims service commitment the implementation of the quality is not high.
The fifth part, aiming at the existing problems of current insurance company service commitment, proposed to improve the implementation of the service commitment, some suggestions on strengthening the insurance consumer protection, respectively from the point of view of insurance companies, the insurance supervision and self-discipline angle angle are discussed. The article suggests that the insurance company should fully assess their practice ability, and specification service commitment, perfect settlement services, fundamentally improve the level of service; Industry Association as the implementation of industry self-discipline organization with the main commitment to do regular supervision and inspection, making appropriate self disciplinary measures and explore the establishment of industry service standards; insurance supervision departments should further smooth channels for complaints, complaints and improve the mechanism. The introduction of third party evaluation disclosure mechanism, establish social supervision system.

【學位授予單位】：西南財經大學
【學位級別】：碩士
【學位授予年份】：2013
【分類號】：F842.3;D922.284

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