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].

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]