蚂蚁保、梧桐树等被点名！消保委曝光互联网保险四大顽疾，涉及多家险企产品

Core Insights - The penetration rate of internet insurance has been increasing, particularly among younger demographics, but significant issues remain to be addressed [1][2] - A joint evaluation by Shanghai Consumer Protection Committee and Fudan University assessed 150 mainstream internet insurance products, revealing four major problems: ambiguous product names, incomplete information disclosure, non-standard marketing copy, and lack of human customer service [1][2] Group 1: Evaluation Findings - The evaluation identified that many internet insurance products have ambiguous names, which can mislead consumers regarding the actual coverage [2][3] - Specific platforms such as Ant Insurance, JD Insurance Brokerage, Waterdrop Insurance, and Wutong Tree were highlighted for issues related to product names and marketing practices [2][9] - The report emphasized that the simplified presentation of insurance products often leads to misunderstandings about key terms like exclusions, health disclosures, and waiting periods [3][4] Group 2: Consumer Awareness and Rights - Many products fail to clearly present critical information such as exclusions and health disclosures, which diminishes consumer awareness and understanding [4][5] - The evaluation found that some products misrepresent coverage limits, such as claiming high coverage amounts while only covering specific incidents [3][5] - Consumers often lack clarity on renewal terms and conditions, with some products requiring consent for renewal without providing detailed information [5][11] Group 3: Marketing Practices - Marketing strategies often emphasize high coverage and low premiums, while downplaying critical limitations and exclusions [7][9] - Platforms like Ant Insurance have been criticized for creating a sense of urgency in purchasing decisions, which can lead to hasty and uninformed choices by consumers [7][10] - The inconsistency between promotional claims and actual policy terms can mislead consumers, resulting in a gap between expectations and reality [7][9] Group 4: Customer Service Issues - The lack of human customer service on many platforms limits consumers' ability to seek clarification on complex insurance terms [10][11] - Some platforms only offer AI-based customer service, which may not adequately address nuanced inquiries related to insurance products [10][11] - The complexity of accessing customer service, including mandatory information sharing, raises concerns about privacy and ease of access for consumers [11][12] Group 5: Recommendations - The Shanghai Consumer Protection Committee recommends establishing clearer standards for information disclosure in internet insurance sales, ensuring that critical information is prominently displayed [1][11] - It suggests that insurance companies conduct user research during product design to enhance clarity and suitability of terms [12] - The report advocates for a shift in sales practices towards ensuring consumer understanding and informed decision-making, rather than relying solely on automated processes [11][12]