[Brief facts of the case].
Client, Ms. Z, a 38-year-old who runs a grocery store, took out four critical illness insurances for herself, her lover, and two children in 2021, with a total premium of more than 20,000 yuan. From December 2023 to the renewal due date, the staff of the insurance company contacted the customer to remind him to pay the premium, and learned that the customer's husband, Mr. L, was the first person in the company and recognized the insurance protection, but due to the difficulty of doing business in the past two years and economic difficulties, he thought that his health was fine, and the insurance could be temporarily postponed, and he planned to surrender the four policies.
After the staff of the insurance company intervened to understand the customer's situation, they gave the customer pertinent handling suggestions: physical health changes with age, economic difficulties are temporary, and it is recommended that the customer scrape together money during the grace period.
After many communications, the customer still had financial difficulties, so he went to the insurance company in early January 2024 to handle the surrender of the child's policy, and only kept the policies of Ms. Z and Mr. L and paid the current premium. On January 16, Mr. L was hospitalized with a sudden illness, and contacted the staff of the insurance company as soon as possible, and the staff of the insurance company comforted the customer to be hospitalized with peace of mind, and guided the customer to prepare relevant claim materials, and the customer was discharged from the hospital on January 26, and the staff of the insurance company assisted the customer in handling the claim, and the claim payment was received the next day.
When the staff of the insurance company contacted the customer again and sent health greetings and blessings to the customer, the customer expressed his gratitude and said that through the renewal and claims service, he had deeply felt the importance of insurance, felt the professional and warm service of the company's service staff, and also deeply regretted the surrender of the child's policy at the beginning of the month. [Case Study].
The more difficult the economic period, the more likely it is for customers to have the impulse and possibility of surrendering or breaking the policy. However, in real life, the more difficult the economic period, the more insurance protection is needed to avoid more financially difficult situations in the event of a risk, and it is not recommended to surrender the policy easily. After a long time, customers are easy to forget the insurance liability of the policy, which is ambiguous about the importance of insurance protection, and the insurance company also needs to do a good job in after-sales service, regularly help customers review the insurance policy, so that customers have a deep understanding of the insurance liability of the product is very necessary.
Risk Warning
It is very important to continue the insurance coverage after purchasing the insurance, and once the insurance contract is terminated early, if the risk unfortunately occurs in the future, you will not be able to apply for insurance claims.
After surrendering the policy, it means that the relevant insurance protection is lost, and the insurance company will no longer bear the corresponding insurance liability. If the customer re-insures, due to changes in age, health status and other factors, they will face the risk of recalculation of the waiting period, premium**, or even rejection of the policy. (Contributed by: Ping An Life Yunnan Branch Renewal Service Department).