招商信诺获“金融消费权益保护优秀机构奖”消保体系创新成效显著

Core Viewpoint - The recognition of China Merchants Jinling Life Insurance Co., Ltd. (referred to as "China Merchants Jinling") with the "Outstanding Institution Award for Financial Consumer Rights Protection" highlights the industry's acknowledgment of its systematic efforts and innovative practices in consumer rights protection [1][6] Group 1: Consumer Rights Protection Initiatives - China Merchants Jinling has consistently adhered to a "customer-centric" philosophy, integrating consumer rights protection throughout its operational development, leading to a significant reduction in customer complaints, which is notably better than the industry average [3] - The company has been optimizing its organizational structure since 2024 to enhance consumer rights protection functions at both headquarters and branch levels, establishing specialized teams for supervision, complaint handling, and proactive measures [3][4] Group 2: Complaint Management and Operational Efficiency - The company has developed a complaint handling upgrade funnel model based on in-depth analysis of telemarketing complaint data, allowing for accurate prediction of complaint trends and effective reduction of complaint volumes [4] - A targeted handling strategy has been implemented to standardize complaint processing across branches, ensuring consistent efficiency and quality, while also analyzing the root causes of complaints to enhance management systems [4] Group 3: Combating Illegal Practices - In response to the issue of illegal agency refunding in the insurance industry, China Merchants Jinling has initiated specialized actions to maintain a fair and healthy market environment, collaborating with regulatory bodies and law enforcement [5] - The company has established a "black and gray industry" information database and a reward mechanism for whistleblowers, leading to significant law enforcement actions, including the dismantling of 15 illegal refunding operations and the detention of 62 individuals [5] Group 4: Future Commitment - The award received serves as a recognition of the company's consumer rights protection efforts and motivates ongoing innovation in consumer protection mechanisms, aiming to provide safer and more reliable insurance services while promoting high-quality development in the insurance industry [6]