"3.15" financial consumer protection education and publicity column
Chinese Life firmly establishes the people-centered development thinking, adheres to the consumer protection culture concept of "carefully guarding and trusting", continues to improve the large-scale consumer protection work pattern of "everyone attaches importance to everyone and everyone participates", and does a solid job in protecting the rights and interests of financial consumers. In order to actively respond to the call of the State Administration of Financial Supervision and Administration, Chinese Life launched a series of exhibitions of excellent cases of consumer protection culture during the "3.15" financial consumer rights protection education and publicity activities in 2024, spreading financial knowledge and spreading financial knowledge to the majority of financial consumers through vivid and vivid consumer protection stories. Remind of financial risks, show the spirit of the majority of China Life people who adhere to customer-centricity and protect the legitimate rights and interests of financial consumers with heart and affection, strive to create a harmonious and healthy financial consumption environment, and promote the high-quality development of the financial industry with solid cultural strength.
Illegal fundraising is harmful
People-oriented, show care
·Case Introduction·
One day, the life insurance company of Chinese Life Group received a complaint from two ladies due to dissatisfaction with the surrender payment, and the customer said that the salesman promised to pay other policy fees through the policy loan without additional payment, believing that the salesman misled the insurance and asked for full surrender. The staff listens carefully to the customer's complaints, calms the customer's agitation, and sends the customer home to wait for a reply after the customer's mood is stable.
After verification, the two ladies are VIP customers of the company, and the cumulative payment amount reaches 7.5 million yuan, and the surrender of the insurance will cause a large loss. Later, I learned that the two customers participated in illegal fundraising and invested all the money in their families, and now the principal and interest are gone, so they want to relieve the financial pressure by surrendering the insurance.
After learning about the above situation, the staff formulated a variety of solutions through empathy and calculated and explained them to customers in detail. After many times of communication, the customer was finally persuaded to retain part of the pension insurance products and withdraw the complaint.
Case Enlightenment·
In this case, the client suffered serious economic losses due to illegal fundraising, and the liquidity of the client was struggling, which led to complaints. The Criminal Law of the People's Republic of China stipulates that engaging in illegal fundraising may constitute the crime of illegally absorbing public deposits or the crime of fundraising fraud, and the harm of illegal fundraising is mainly manifested in the following aspects:
First, illegal fund-raising has seriously interfered with the normal economic and financial order, and it is very easy to cause social instability and a large number of social security problems, and even cause social unrest in local areas.
Second, the parties involved in illegal fundraising will suffer serious economic losses, and even go bankrupt and lose their families.
Third, illegal fundraising is illegal, and participants may bear corresponding legal responsibilities and be punished by law.
This case is a typical case of policy surrender, where consumers are dissatisfied with the cash surrender value of the policy being lower than the premium payment amount. Chinese Life staff empathize, sincerely explain and analyze for customers, through calculation and form, let customers experience the company's sincerity, understand the relevant regulations of policy surrender, and finally accept the appropriate treatment plan.