倾听不止，服务不停——黄河财险北京分公司对客户的服务和坚持

Core Insights - The insurance industry has seen rapid development, but consumer complaints have become a significant social concern, particularly in the Beijing region where 19,495 complaints were reported in 2024, with 5,262 leading to formal notifications [1] Group 1: Consumer Complaints - In 2024, the complaints against insurance institutions in Beijing included 658 related to property insurance (12.50%) and 4,526 related to life insurance (86%) [1] - The primary issues for property insurance complaints revolve around claims disputes, particularly disagreements over liability and discrepancies between claims proposals and consumer expectations [1] Group 2: Enhancing Customer Service - The company emphasizes the importance of listening to customer feedback and has implemented measures to improve service quality, including internal training for staff on insurance products and claims processes [2] - A nationwide customer complaint hotline and a dedicated consumer protection complaint line have been established to ensure timely feedback and resolution of customer issues [2] Group 3: Compliance and Market Integrity - The company is committed to maintaining compliance and addressing malicious behaviors such as fraudulent claims and malicious complaints, which disrupt market order and harm both companies and consumers [3] - The company actively collaborates with regulatory bodies and courts to resolve consumer disputes and combat illegal activities in the insurance sector [3] Group 4: Financial Literacy and Consumer Protection - The company engages in financial education initiatives, utilizing various platforms to disseminate knowledge about financial products and consumer rights [4][6] - Consumers are advised to contact the insurance company directly for issues and to avoid pitfalls associated with third-party claims assistance [6] Group 5: Commitment to Quality Development - Strengthening consumer rights protection is crucial for the high-quality development of the financial industry and the realization of a better life for the public [8] - The company aims to enhance consumer understanding and trust in financial services through ongoing education and high-quality consumer rights protection practices [8]