本应便捷的互联网保险 为何给消费者出难题？

Core Viewpoint - The rapid growth of internet insurance is accompanied by significant issues, including misleading product information, inadequate customer service, and a lack of transparency, which undermine consumer trust and protection [6][7][9]. Group 1: Industry Issues - A recent evaluation by the Shanghai Consumer Protection Committee and Fudan University identified four major problems in internet insurance: ambiguous product names, incomplete information disclosure, non-compliant marketing materials, and insufficient human customer service [2][3][5]. - The evaluation involved 150 insurance products from 35 companies, revealing a significant gap between sales logic and consumer understanding [2][3]. - The internet insurance market has seen a dramatic increase in premium volume, growing from 29 billion in 2013 to 494.9 billion in 2023, with an expected annual growth rate of 15% to 20% over the next five years [6][7]. Group 2: Consumer Experience - Consumers face challenges such as unclear product terms, difficulty in understanding coverage, and inadequate support from customer service, leading to frustration and confusion [4][5][6]. - Many platforms rely heavily on automated customer service, which fails to address complex inquiries, resulting in a lack of effective communication [4][5]. Group 3: Regulatory Response - Regulatory bodies have recognized the issues in the internet insurance sector and have implemented various policies to address them, including the Internet Insurance Business Supervision Measures and notifications aimed at standardizing practices [8][10]. - The need for a robust trust framework among companies, sales processes, and consumers is emphasized as essential for improving the industry [9][10]. Group 4: Recommendations for Improvement - Experts suggest enhancing transparency in product information, ensuring that key terms and conditions are clearly presented to consumers [9][11]. - There is a call for a shift in operational strategies from mere sales to long-term customer engagement, emphasizing the importance of customer education and support throughout the insurance process [10][11].