In recent years, in accordance with the requirements of the Shandong Supervision Bureau of the State Financial Supervision and Administration of the State Administration of Financial Supervision and Administration, the Discipline Inspection Commission of Taishan Property Insurance Co., Ltd. has given full play to the role of "supervising the implementation of safeguards and promoting the improvement of development", and promoted the high-quality development of consumer rights and interests protection with strong political supervision.
Find out where you want to be responsible. Assist the company's party committee to fulfill the main responsibility for the protection of consumer rights and interests, promote the establishment of a consumer rights and interests protection work management system with the company's board of directors as the highest decision-making body, the consumer rights and interests protection committee supervises, the consumer rights and interests protection affairs committee organizes, the senior management implements and promotes, the head office's customer service functional department takes the lead in management, and other departments and branches of the head office specifically implement the consumer rights and interests protection work management system, supervises the performance of consumer rights and interests protection work, and forms a supervision work report to be submitted to the main leaders for review. Combined with the instructions and opinions of the leadership, supervise the implementation of rectification.
The company's Commission for Discipline Inspection and the customer service center held a meeting on consumer protection.
Adapt to the new situation of consumer rights and interests protection. Make the protection of consumer rights and interests an annual key task in the scope of political supervision worksheets and in the evaluation of Party building work, closely focusing on key areas closely related to consumer rights and interests, and using concrete, precise, and normalized political supervision to promote the implementation of all aspects of consumer rights and interests protection.
Keep an eye on the key links. Strengthen the construction of standardization and standardization, and further promote the performance of duties and the implementation of responsibilities. Supervise and improve the consumer protection work system 6 items, clarify the coordination and management mechanism of front, middle and back office consumer protection work, and improve the coordination and standardization of consumer rights and interests protection work.
The Commission for Discipline Inspection of Taishan Insurance Company is based on its main responsibilities and main business, faithfully performs its duties and responsibilities, actively takes responsibility, insists on grasping small problems as early as possible, preventing micro problems, persevering in upright conduct and discipline, carrying out in-depth and meticulous daily supervision, promoting the solution of difficulties and outstanding problems, and effectively safeguarding the legitimate rights and interests of consumers.
Adhere to regular consultation and communication, explore the establishment of a communication and exchange mechanism between the company's discipline inspection committee and the functional departments for the protection of consumer rights and interests, and comprehensively promote the orderly development of consumer rights and interests protection work. Through regular communication and scheduling of special meetings on consumer rights protection supervision with functional departments, keep abreast of the progress of the work, firmly grasp the initiative in the work, and do the supervision work on a daily basis and on a regular basis, so as to ensure that all key tasks are implemented and there are no omissions.
The customer service center patiently communicates with the consumer.
Adhere to the problem-oriented, take the acceptance and implementation of customer complaints as the starting point, closely follow the urgent and difficult problems that consumers are concerned about, regularly report to the competent departments for the protection of consumer rights and interests, and constantly urge the competent departments to improve mechanisms and processes, plug management loopholes, clarify responsibilities, and seriously deal with them. In 2023, a total of 378 self-collected complaint cases will be sorted out, and 83 cases of untimely follow-up and handling and possible infringement of consumer rights and interests will be found, all of which have been fed back to the competent authorities, requiring the competent departments to follow up and implement them in a timely manner, dig deep into the root causes of the problems, and build a solid line of defense for the protection of consumer rights and interests from the source.
Promote the strengthening of intermediary business management, supervise and improve intermediary cooperation agreements, and clarify in the contract the code of conduct that should be followed in sales activities, anti-money laundering responsibility, confidentiality clauses, customer identification and suspicious transactions, consumer rights and interests protection, liability for breach of contract, etc., resolutely rectify and investigate those who violate laws and regulations, and compensate for full losses by third-party institutions, effectively improving the management level of intermediary business and standardizing channel business sales behavior.
The company's Commission for Discipline Inspection and the customer service center held a meeting on consumer protection.
The Commission for Discipline Inspection of Taishan Insurance Company has promoted the implementation of the main responsibility for the protection of consumer rights and interests by carrying out the supervision of consumer rights and interests, effectively improved the standardization and effectiveness of the company's consumer rights and interests protection work, and continuously enhanced the company's awareness of consumer rights and interests protection. At present, the company accepts more than 1,500 calls from customers every day, and the connection rate is 9905%；In 2023, we will provide customers with 12,848 roadside assistance, and we will provide service assistance "quickly" in the face of emergencies. The completion rate of regulatory complaints within the statute of limitations is 100%, and the customer satisfaction rate is 9983%。(Popular News client correspondent Liu Shuaiyu and Zhou Mo report).