"当时说有病管病，无病养老，交满后不想享受保障，也可退回保费。现在保险缴费期已经结束了，发 现现在的分红和当时买保险的时候业务员跟我说的完全不一样，如果早发现我也许就不继续缴费 了。"消费者王女士（化名）在社交平台吐槽，自己购买的保险产品收益和保障内容与之前销售人员介 绍的不一样。 在王女士的帖子下面有近千条留言，大部分都在诉说自己购险之后的收益和保障内容与销售人员介绍的 有出入。《每日经济新闻》记者（以下简称"每经记者"）注意到，这并非个案。在黑猫投诉 【下载黑 猫投诉客户端】和小红书等平台上，很多消费者反映自己买到与销售人员介绍有出入的产品，收益和保 障与此前所了解的情况有较大差别，想要退保却只能拿到较少的现金价值，从而让自己陷入两难境地。 货不对板：保险分红成"空头支票" 王女士从来没想过，一份宣传"有病管病，无病养老"的保险会让自己陷入两难的境地。 "2018年，我经人介绍购买了一款具有分红性质的终身寿险，当时想的是给父亲留一份保障，若生重大 疾病时家中负担不起医疗费，保险可以提供保障，而且还具有分红功能，不生病也可以有一个养老保 障。"王女士表示，彼时代理人承诺保费交满后可以退保。 | 11 | 关 ...

Core Viewpoint - The rise of the "agent refund" industry, which operates in a gray area, has intensified despite warnings from insurance companies. This industry exploits consumer anxiety by presenting itself as a "rights defender" while leading consumers to face significant financial losses and highlighting regulatory challenges within the insurance sector [1][3]. Development Stages - The "agent refund" phenomenon has evolved through three stages since its inception. The first stage began in 2020, driven by economic pressures and the flow of information through short video platforms, which allowed for widespread dissemination of refund information. The second stage saw a shift to fraudulent charging as insurance companies began to notice an increase in refund claims, leading to a decline in the effectiveness of traditional complaint channels. The third stage, which emerged in 2024, is characterized by a surge in legal service institutions entering the refund space, focusing on monetizing traffic rather than providing genuine services [3][4]. Industry Dynamics - The internet has facilitated the growth of the agent refund industry by connecting consumers with service providers. Larger refund agencies typically employ teams of around 50-60 salespeople who engage with clients and guide them through the refund process. Most agencies rely on organic traffic generated through the publication of related videos to attract clients [4][5]. Sales and Transparency Issues - The root cause of the agent refund industry's growth lies in the lack of transparency during the sales process. Many insurance agents either intentionally mislead clients or lack a proper understanding of the products they sell. Misleading presentations during sales meetings contribute to consumer confusion and dissatisfaction [6][8]. Consumer Experiences - Numerous consumer accounts reveal severe issues with insurance contracts, including instances of fraud and misleading sales tactics. One extreme case involved a consumer accumulating nearly 5 million yuan in loans due to deceptive practices by an insurance agent, raising concerns about the complicity of insurance companies in such frauds [7][9]. Regulatory Challenges - The persistence of the agent refund industry highlights significant regulatory challenges. Factors contributing to this issue include the focus on scale by insurance companies, leading to unhealthy competition, and the information asymmetry between consumers and agents. Additionally, the difficulty consumers face in pursuing claims exacerbates the problem [8][10]. Impact on Consumers - The agent refund industry poses multiple risks to consumers, including financial losses and the potential inability to secure adequate insurance coverage after canceling policies. A typical case involved a consumer losing a significant refund amount due to reliance on an agent refund service, ultimately resulting in a net loss [9][10]. Recommendations for Improvement - To address the issues surrounding agent refunds, collaboration among insurance companies, consumers, and regulators is essential. Companies should enhance customer service and communication channels, while regulators need to clarify the boundaries between legitimate complaints and fraudulent activities. Additionally, improving consumer education regarding insurance products can help mitigate impulsive refund decisions [12][13].

Core Viewpoint - The article highlights a consumer complaint regarding a discrepancy between the promises made by an insurance agent and the actual terms of the insurance contract, raising concerns about sales practices in the insurance industry [4]. Company Overview - Sunshine Insurance Group Co., Ltd. was established in 2005 and is one of China's top 500 enterprises, focusing on life and property insurance [3]. - In 2024, Sunshine Insurance Group reported total premium income of 128.38 billion yuan, an increase of 8.0% year-on-year, with Sunshine Life achieving premium income of 80.45 billion yuan, up 7.8% [3]. Product Specifics - The "Sunshine Life Zhenxin 2019 Lifetime Major Illness" insurance product is a lifelong critical illness insurance that includes death benefits and was awarded in 2019 as a noteworthy health insurance product [3]. - Concerns have arisen regarding whether this type of critical illness insurance allows for the return of the principal after 20 years, with industry experts suggesting that such a return is unlikely unless the product includes a "whole life" component [3][5]. Consumer Experience - A consumer named Mr. Wang was misled by an insurance agent who promised a return of the principal after 20 years, which was later contradicted by the insurance company's explanation that only the cash value of the policy could be refunded [2][4]. - The article notes that many consumers, like Mr. Wang, often trust agents and neglect to read the contract details, leading to misunderstandings and disputes [5]. Industry Insights - Data from the National Financial Supervision Administration indicates that in the first three quarters of 2024, complaints about policy cancellations accounted for 48.3% of personal insurance complaints, while sales-related complaints made up 31.1% [5]. - The complexity of insurance products often makes it difficult for ordinary consumers to fully understand the terms, highlighting the need for better training and management of insurance agents to prevent misleading statements [5]. Legal Guidance - In cases where there is a discrepancy between an agent's verbal promises and the written contract, legal experts recommend that consumers file complaints with the insurance regulatory authority for third-party verification and potential mediation [6].