保险经营过程中消费者权益保护研究

发布时间：2019-05-10 07:04

【摘要】：当前我国保险业正处于调整结构、转型发展的新阶段,传统经营中保险公司"重内部管理、轻客户服务,重公司价值、轻客户利益,重风险防范、轻客户体验"的理念已不能适应新形势的变化。而随着保险市场竞争日益激烈及保险消费者走向成熟理性,消费者已从过去关注保险功能逐步转向更加关注自身体验。如何满足保险消费者关于保护权益的需求,适应权益保护新常态,是保险企业取得先行优势、在激烈的竞争中立足的关键。在阐述保险消费者、消费者权益的概念及意义基金上,介绍了当前保险经营过程关键节点消费者权益保护现状、存在的主要问题及成因,从保险公司、消费者、监管者三个方面提出权益保护的改进措施。
[Abstract]:At present, China's insurance industry is in a new stage of readjusting its structure and transforming and developing. In the traditional operation, insurance companies "attach importance to internal management, light customer service, emphasis on company value, light customer interests, and heavy risk prevention." The concept of "light customer experience" can no longer adapt to the changes in the new situation. With the increasingly fierce competition in the insurance market and the mature rationality of the insurance consumers, consumers have changed from paying more attention to the insurance function to paying more attention to their own experience. How to meet the needs of insurance consumers for the protection of rights and interests and adapt to the new normal of rights and interests protection is the key for insurance enterprises to gain the first advantage and gain a foothold in the fierce competition. On the basis of expounding the concept and significance of insurance consumers and consumers' rights and interests, this paper introduces the present situation, main problems and causes of consumer rights and interests protection at the key nodes in the current insurance business process, from insurance companies and consumers. Regulators put forward three measures to improve the protection of rights and interests.
【作者单位】：中国人寿财险河南省分公司;郑州大学商学院;河南保险学会;
【分类号】：F842.3

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