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]

Core Viewpoint - Internet insurance has become a primary channel for the younger generation to purchase insurance due to its convenience, but issues such as misleading sales practices and inadequate information disclosure have emerged, impacting consumer rights and choices [1]. Group 1: Misleading Product Names - Internet insurance products often use standardized and simplified designs, which can lead to misunderstandings about coverage limits. For instance, a product marketed as "million coverage" may only provide a much lower actual benefit [2][3]. - Specific examples include a product on JD Insurance that claims "million" coverage but only offers 100,000 yuan for accidental death, and another product on Ant Insurance that misrepresents its coverage limits [2]. Group 2: Incomplete Information Disclosure - While platforms technically fulfill their information disclosure obligations, they often obscure critical details such as exclusions and waiting periods through design choices like font fading and link redirection, making it hard for consumers to access essential information [5]. - Many products fail to provide a complete list of covered diseases or the specific hospitals eligible for reimbursement, leading to consumer confusion [5]. Group 3: Unregulated Marketing Practices - Marketing strategies for internet insurance often emphasize high coverage and low premiums while downplaying critical limitations, resulting in a significant gap between consumer expectations and actual product offerings [7]. - Examples include discrepancies in age eligibility for coverage and tactics that create urgency, such as limited-time offers, which can pressure consumers into hasty decisions [7]. Group 4: Lack of Human Customer Service - Many platforms lack adequate human customer service, relying heavily on automated systems that fail to address complex inquiries effectively. This absence of human interaction can hinder trust-building and proper understanding of insurance products [10][11]. - The reliance on automated responses can lead to a "feedback blind spot," where non-standard inquiries are not adequately addressed, further complicating the consumer experience [11]. Recommendations - The Shanghai Consumer Protection Committee suggests establishing industry standards for the visibility of user information on insurance sales pages and enhancing the clarity of product terms through user research and improved customer service mechanisms [11].

Core Insights - The evaluation conducted by Shanghai Consumer Protection Committee and Fudan University revealed four major issues in internet insurance products: misleading product names, insufficient information disclosure, non-compliant marketing practices, and lack of human customer service [1][2][4][8] Group 1: Misleading Product Names - Internet insurance products often use standardized and simplified designs, which can lead to misunderstandings about coverage limits and benefits [2] - For example, a product marketed as "million coverage" may only provide a limited benefit for specific incidents, misleading consumers about the actual coverage [2][3] Group 2: Insufficient Information Disclosure - Many internet insurance platforms fulfill their disclosure obligations superficially, using techniques like page folding and faint fonts to obscure critical information such as exclusions and waiting periods [4] - Consumers often find it difficult to access essential details about coverage, leading to potential misunderstandings about the products [4] Group 3: Non-Compliant Marketing Practices - Marketing strategies often emphasize high coverage and low premiums while downplaying critical limitations, resulting in consumer misconceptions about the products [5][7] - For instance, promotional claims may not align with actual policy terms, leading to confusion and impulsive purchasing decisions [5][7] Group 4: Lack of Human Customer Service - Many platforms lack adequate human customer service, relying heavily on automated systems that fail to address complex inquiries effectively [8][9] - The absence of human interaction can hinder the establishment of trust and proper understanding of insurance products, which are inherently complex [9] Recommendations - The Shanghai Consumer Protection Committee suggests establishing industry standards for the visibility of user information on insurance sales pages to ensure that critical information is clearly presented [9] - Platforms should incorporate mechanisms for confirming key terms and enhancing user understanding of insurance products, while insurance companies should focus on improving product clarity and customer service [9]