中国人寿寿险公司积极落实消费者权益保护主体责任，明确"1228"工作思路，即坚持一个"以人民为中 心"的发展思想，满足人民群众日益增长的美好生活需要；贯彻两个全面，即全面实现消保工作全员参 与、全面推进消保工作全流程管理；实现消保工作重视程度与消保工作水平"两个提升"；深耕消保组织 管理等八方面工作，建立"事前审查、事中处置、事后改进和问责"的闭环管理机制，实现消保工作全员 参与、全面覆盖、全链条管理。 提升投诉综合治理力度 解决人民群众的急难愁盼 中国人寿寿险公司将客户投诉综合治理工作上升到保障人民群众美好生活的高度，抓源头治理和重点领 域管理，持续推进科技成果应用，强化纠纷多元化解，全方位施策推进投诉管控，树立治理严的氛围。 一方面，中国人寿寿险公司加强对销售人员的培训和管理，严格打击虚假宣传和不合规销售行为，为消 费者营造健康、透明的市场环境；另一方面，中国人寿寿险公司畅通客户投诉多维受理渠道，加大客户 投诉渠道、客户投诉处理流程披露力度；再次，中国人寿寿险公司强化投诉管理的科技应用，创新建设 客户投诉风险预警系统，加强投诉风险前置管控，及时处理客户纠纷，妥善化解客户矛盾；同时，中国 人寿寿险公司建立了 ...

在这里，30万张沉睡保单被AI唤醒，十万长者享受着方言专线服务，千万条权益通知如春风化雨般精 准送达……这些正是中国人寿保险股份有限公司（以下简称"中国人寿寿险"）重庆市分公司"消保+"模 式的生动写照。他们用科技编织防护网，以服务架起连心桥，让金融消费者权益保护从纸面承诺变为触 手可及的温度。 在这座8D魔幻都市，一场关于"金融为民"的立体实践正突破空间维度，用智能算法解构服务密码，用 人文关怀重塑行业标杆。 消保+科技：数智赋能，筑牢权益屏障 当清晨的嘉陵江面泛起薄雾时，重庆市41家中国人寿客户服务中心已开启数字守护模式。 为了办好人民群众关键小事，中国人寿寿险重庆市分公司通过"数字化服务团队+人工智能服务平台"线 上服务人次已突破100万，通过线上解答咨询，一对一理赔协助，有效解决了异地或偏远地区客户理赔 难、理赔慢的难题，提升了保险服务的精准性、可得性。 不断优化服务流程，创新服务方式，将消费者权益保护贯穿于每一个服务细节之中。只要客户遇到保险 难题，中国人寿寿险重庆市分公司的服务总能及时触达，为客户提供贴心的解决方案。持续优化线上服 务体验，实现保单服务全面线上办理。全年通过微信、寿险APP、短信等 ...

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].

活动还设置了金融知识宣讲、反诈案例解析以及创业沙龙交流等环节，度小满消保合规专家与现场的青年创业者们进行了深入交流，解答他们在创业初 期融资规划、现金流管理及金融风险防范等方面遇到的具体问题。 活动结束后，与会嘉宾和创业青年代表探访了建德市具有代表性的青年创业小店。 （图为"消保慧传万里行"金融知识宣传活动现场） 2025年8月1日 ，由中国互联网金融协会主办、度小满承办的"消保慧传万里行"活动在浙江建德市举办。本次活动聚焦金融知识和消保宣传、青年创业 和小微企业发展，通过金融知识普及、实战经验交流与特色产业走访等方式，推动消费者权益保护工作落地。 "消保慧传万里行"系列活动由中国互联网金融协会组织开展，活动旨在让金融知识走进田间地头、社区校园、城镇集市，有效提升广大金融消费者的知 识水平与风险防范意识。 中国互联网金融协会杨彬副秘书长表示，协会长期以来不断呼吁各界加强对消保工作重要性的认识，倡导各类互联网金融从业机构积极履行社会责任， 通过"消保慧传"等活动多措并举加强金融宣教。自"消保慧传"发布以来，线上线下金融知识普及活动已触达人数超百万人次，助力金融消保从"知识点"变 成"生活常识"。 共青团建德市委 ...

中国光大银行成都分行深刻理解并积极践行金融工作政治性、人民性，坚持从消费者的长远和根本利益出发，切实履行消费者权益保护工作主体责任，强化 消费者权益保护工作机制建设，将金融消费者权益保护贯穿于金融业务全流程、各环节，加强金融消费者教育，持续提升消费者金融素养及风险防范意识， 积极助力营造和谐、诚信的金融环境，提振金融消费者信心。 持续完善体制机制，推动消保工作高质量发展。成都分行积极落实政治责任，各级负责人带头抓消保，分行上下形成"业务发展"和"消保工作"齐抓并管的良 好氛围。同时，分行深入贯彻落实监管要求，持续对标监管要求，不断完善和优化消保工作机制，严格执行金融产品、销售渠道、目标客户"三适当"要求， 建立了分管行长亲自参与的消保工作协调工作机制，以及消保部独立开展的消保专项检查机制，加强部门协同和监督考核，强化监管要求和消保制度的落 实。特别是强化员工消保理念方面，持续通过开展"行长讲消保""员工专题培训""合规宣讲"等各类活动，加强对消费者权益保护有关法律法规及制度要求的 传导，全面提升员工消保意识和服务能力，为消费者提供更满意的金融服务打下坚实基础。 创新开展教育宣传，促进消费者金融素养提升。分行通 ...

（文章来源：深圳商报） ...

以上典型案例让我们了解到了购车纠纷中应该注意的一些关键点，而今天做客节目的当事人代表，也同 样因为一份汽车买卖合同陷入了数年的诉讼。那么这场纠纷背后，质量争议与合同真相究竟如何？一起 走进本期《购车风波》。 近年来，关于购车消费者与汽车销售方之间的纠纷层出不穷，消费者如何在这类事件中维护自身合法权 益成为大众越来越关注的话题。本期节目一开场，主持人带领观众聚焦了两个购车领域的典型案例，法 学教授张荆、法律评论员陈俊丽作出了相关解读。 第一起案例来自最高人民法院公报案例，原告为江苏的邓女士，被告为上海某品牌销售店，经过了一审 二审，最终判定撤销双方的买卖合同，返还购车人的购车款并且赔付购车人损失75万元，本案是被认定 被告未履行告知义务，隐瞒车辆被维修事实，侵犯了购车人的合法权益，构成欺诈消费者并因承担相应 的民事责任的案件。针对本案案情，法学教授张荆表示：本案汽车销售方主要违反了《合同法》《消费 者权益保护法》的相关规定，汽车销售方在销售之前做出的维修行为，已经远远超出了新车在销售之前 的正常维护。销售方故意隐瞒这一事实与消费者达成交易，侵犯了消费者的知情权、选择权，法院根据 《合同法》第五十四条、《民法通则 ...

Group 1 - The "Safe Consumption in Zhejiang" event was successfully held in Hangzhou, focusing on high-quality development of platform economy and consumer rights protection [2] - Zhejiang is a leading province in platform economy, with its online consumption scale driving national consumption growth [2] - Taotian Group launched the "Safe Consumption on Taobao" quality ecosystem plan to enhance product quality control and provide comprehensive consumer protection [2] Group 2 - Consumers are both beneficiaries and participants in the construction of a safe consumption environment, with 140 consumer rights protection volunteer teams established in Zhejiang [3] - The "Hangzhou Consumer Volunteer Team" has over 670 registered volunteers, actively engaging in various consumer rights protection activities [3] - Taotian Group introduced the "Green Network Community" plan to empower users as platform environment supervisors through a reporting and governance system [3] Group 3 - The Zhejiang Provincial Network Consumption Education Base was officially inaugurated at Taotian Group, marking a step towards professional and regular consumer education [4] - The first "Safe Class Zhejiang Taobao" public live class was launched, providing practical tips on purchasing and fraud prevention [4] - The education base aims to enhance consumer rights protection awareness and promote honest business practices through various educational initiatives [4]

Group 1 - The article highlights the absurdity of "customer reward tours" organized by insurance companies, where tourists are coerced into shopping at overpriced stores, revealing a gray chain of low-cost tourism [1][2] - Insurance company agents disguise low-cost tours as customer benefits, collaborating with unscrupulous travel agencies to exploit tourists, leading to a loss of consumer rights [1][2] - Tourists face intimidation from guides, who threaten that failure to purchase will result in being unable to return home, while insurance company representatives side with the guides against complaints [1][2] Group 2 - The article discusses the ambiguity of responsibility among insurance companies, where agents claim no affiliation with the company after incidents occur, creating a cycle of consumer rights violations [2] - It emphasizes the need for a comprehensive regulatory approach to address forced shopping issues in the tourism market, including establishing a dynamic review mechanism for travel agency qualifications [2][3] - The article calls for a shift from reactive consumer protection to proactive governance, as insurance companies transition from "risk guardians" to "trap designers," undermining industry credibility [2][3]

公平竞争是市场经济的基本原则。"向上取整"的做法，其本质是以格式条款将不公平、不合理的规则强 加于消费者，将粗放的计量方式作为获取额外利润的手段。长此以往，不仅会损害消费者的信任，还会 形成"劣币驱逐良币"效应，对公平竞争的市场秩序带来破坏——既然"向上取整"能挣得更多，那么又何 必精准计量和公平收费呢？ 消费者权益保护法规定，经营者不得设定不公平、不合理的交易条件，不得强制交易。价格法明确，经 营者应当明码标价，不得利用虚假或使人误解的价格手段诱骗消费者。根据民法典，格式条款违反法 律、行政法规强制性规定的无效。然而，现实中"向上取整"往往以"行业惯例"为挡箭牌，游走在法律边 缘牟利。对此，应以法治之力加以治理。 完善相关制度，厘清"向上取整"边界。目前，相关规章制度对"向上取整"缺乏足够清晰界定，导致部分 企业钻空子。应进一步明确何种情况下允许合理取整、何种情况属于变相加价，让执法更有据可依。国 家邮政局的此次整治就是很好的范例，通过优化完善快递行业计重规则，也为其他领域整治类似问题提 供借鉴。 加强市场监管，提高违法成本。相关行业主管部门应主动作为，对利用"向上取整"变相涨价的商家进行 约谈、处罚，并建 ...