The phenomenon of non-payment of claims may be a microcosm of the difficulties faced by small and medium-sized insurance companies under the reform of the auto insurance market. There is a conflict between the insurance company and the car owner, and it is difficult for the repair shop that operates the accident car business to be left alone.
Author丨Liuyi.
Submission**WeChat: 18001896570
*Please specify**: AC Car (ID: ACQICHE).
How long does it take for the insurance company to receive the claim?
"One year".
This is the answer given by the owner of a repair shop in Shangyu, Zhejiang.
At the beginning of February this year, the above-mentioned boss went directly to the Zhejiang branch of the insurance company to ask for the account, and finally got the long-overdue claim payment.
It is understood that this insurance company is Chang'an Liability Insurance Co., Ltd. *** hereinafter referred to as "Chang'an Insurance"). According to public information, Chang'an Insurance was established in September 2007 with a registered capital of 32500 million yuan. The business scope covers liability insurance, automobile insurance, property damage insurance, credit and guarantee insurance, short-term health insurance and accident insurance, as well as reinsurance of the above businesses.
Searching for the keyword "Chang'an Insurance" on multiple social platforms, it was found that many car owners have complained that the company's claims are in arrears, and even the State Administration of Financial Supervision has given warnings and related penalties.
For repair shops, it seems that the "headache" begins when they meet customers who have purchased this type of insurance car insurance.
The owner of the car complained constantly
In July 2023, the owner of the BMW 3 Series of Mr. Chen had an accident and was repaired at a Shengzhibao 4S store in Changsha.
The service consultant of the 4S store said in an interview with ** that he was very helpless, "We have urged the Chang'an Insurance Branch many times, and the re-investigation work has been over for more than ten days, but the insurance company still said that it is necessary to go through a process, and I don't know what the specific process is, resulting in the delay in the payment of claims." ”
A car owner who bought Chang'an insurance in Huzhou revealed to ** that his car had an accident in July last year, and after completing the repair in the repair shop, he paid more than 20,000 yuan in advance for repairs, and the claim was closed in August, but by January this year, the claim had not yet arrived.
There were many reminders, and the claims adjuster directly said that the company had no money. But there are also friends around me who bought Chang'an Insurance, and some of them got the money. "The owner was a little confused.
Coincidentally. Mr. Huzhou Ji also said that there was a problem with the reimbursement of Chang'an Insurance, and his father had a traffic accident in June last year, resulting in medical expenses of 63,000 yuan, and by January this year, Chang'an Insurance had only compensated 20,000 yuan, and the rest of the expenses had been in arrears.
According to the "Notice on Insurance Consumer Complaints within the Jurisdiction in the First Half of 2023" issued by the Hunan Financial Supervision Bureau, Chang'an Liability Insurance ranks first in the number of complaints about 100 million yuan of premiums in Hunan Province, and the number of complaints and complaints about 10,000 policies ranks among the top three, with a median of 898 times, 781 times and 127 times.
This is enough to show that Changan Insurance still has deficiencies in the protection of consumer rights and interests.
Combined with the experience of the boss of Shangyu in Zhejiang,Whether the conflict between Changan Insurance and car owners intensifies or not, it is difficult for 4S shops and repair shops, as service providers of insurance companies, to get rid of their own relationships.
Why is it difficult for insurance companies to pay for claims?
AC Automotive columnist Wei Ran believes that the answer is obvious, "The biggest reason for the problem of insurance companies defaulting on claims is the high cost pressure of claims, which is often found in small insurance companies." ”
There is no doubt that after three fee reforms, the profitability of the insurance company is under pressure. Since the reform of motor insurance premiums in September 2020, the loss ratio of insurance companies has jumped from 56% in 2018 to 69% in 2021.
Although the auto insurance business is not the core of Changan Insurance, it is unprecedentedly difficult to make a profit in the auto insurance market.
Judging from the latest data for 2023 given by "Insurance Today", the "old three" auto insurance companies with PICC, Ping An, and CPIC as the first echelon still maintain a market share of nearly 70%.
From the perspective of underwriting profitability, as of the end of December last year, among the 64 companies operating auto insurance,Only 17 underwrote profitable, 47 underwrote at a loss, and almost two-thirds of the underwriters lost money.
Looking back at the performance of Changan Insurance in recent years, solvency and profit have been in a downward position.
According to its announcement in the first quarter of 2020, the core solvency adequacy ratio and comprehensive solvency were %, respectively, and continued to decline to % in the first quarter of 2022, and then in the second quarter of 2023, itsCore solvency and composite solvency fell sharply, both at -58%.
According to regulatory requirements, insurance companies are required to meet the core solvency adequacy ratio of not less than 50% and the comprehensive solvency adequacy ratio of not less than 100%.
Let's look at the profit situation of Changan Insurance: its annual reports over the years show that the net profit from 2017 to 2022 is -19.5 billion yuan, -183.3 billion yuan, -05.8 billion yuan, -13.1 billion yuan, -11.3 billion and -29.8 billion yuanThe cumulative loss in six years is nearly 2.8 billion yuan.
A few days ago, it was reported that a number of companies under Chang'an Insurance were punished by the Regulatory Bureau, and the important reason for dragging Chang'an Insurance was that the company suffered huge losses due to stepping on the thunder P2P performance insurance, followed by the impact of the epidemic and problems in corporate governance.
Up to now, Chang'an Insurance has planned to increase capital and shares, and change the commander to save itself, but there are still many problems that need to be solved. The problem of arrears in claims payment should be the first place, because once the trust of the car owner is lost, it is not easy to save it.
The repair shop becomes the last party to bear the pressure
On the one hand, the profit of the insurance company is under pressure, and on the other hand, the owner complains that the rights and interests are not guaranteed, and the repair shop is caught between the two, but it is the most injured.
Not yet,Insurance companies never dare to explicitly refuse to compensate customers, but in the face of repair shops, it is different, the debt relationship has changed from customers to businessmen, and arrears of payments to businessmen, which industry does not exist?
As a result, the repair shop, which is the last link in the auto insurance industry chain, is in a dilemma:
If you don't refuse to repair, you will lose customers directly; Or let the customer sue the insurance company to claim the claim, which is obviously not friendly to the customer and may also lose the customer;
If it weren't for the boss mentioned at the beginning of the article, he was tormented by the "kicking ball" between the claims adjuster and the insurance company, and he couldn't get the repair money for a long time.
Of course, there are also repair shops that try not to provide maintenance services to car owners who buy small insurance companies, but it is not easy to undertake the business of the head insurance company.
On the one hand,The status of insurance companies, 4S shops and repair shops is inherently unequal. At present, 4S shops account for 70% of the overall annual compensation amount for car damage in the country, and 4S is not satisfied with this, and wants to claim more by virtue of the premium advantage, further squeezing the profit margin of the accident car of the repair shop;
On the other hand,The willingness of insurance companies to reduce costs is very strong, and 4S is difficult to shake for a while, and the hope of cost reduction is naturally pressed to the repair shop, forcing the repair shop to only use brand parts, analogues, and even the accessories procurement platform is restricted.
In the end, the repair shop became the last party to bear the pressure of the entire auto insurance industry chainOn the one hand, the insurance company has received unequal treatment on the payment side.
And in order to survive, repair shops also need to find an outlet for stress. As a result, we have seen a number of incidents in the auto aftermarket where repair shops have fought against the insurance company.
With the beginning of the fourth quarter of 2023, the auto insurance industry has blown a storm of "compliance operation and elimination of cost chaos". It is foreseeable that in the auto insurance market in 2024, compliance will still be the bottom line and the touchstone for testing auto insurance companies.
In addition, as the penetration rate of new energy vehicles continues to penetrate, it is also a "double-edged sword" for the auto insurance market, becoming a catalyst for the "Matthew effect" in the auto insurance market.
Defaulting on claims payments may be a microcosm of small and medium-sized insurance companies facing changes in the auto insurance market. As for the conflict between the insurance company and the car owner, it is difficult for the repair shop that operates the accident car business to be unsmuggled.
Car owners must keep their eyes open when choosing an insurance company, and the same is true for repair shops.