10,000 policy complaints ranked first, 10,000 complaints ranked second, and 100 million premium complaints ranked third Sino-US United Thai MetLife "walked off the altar"

China Net Finance and Economics on April 6 (reporter Guo Weiying) opened the official website of Sino-US United Thai MetLife Insurance Co., Ltd. (hereinafter referred to as "Sino-US United Thai MetLife"), covering sales, underwriting, return visits, claims, preservation, complaints a piece of service commitment in front of the eyes. Compared with the insurance consumer complaints, Sino-US United Pacific MetLife, which claims to be "willing to listen to the every need of customers", is "walking off the altar".

Recently, the Consumer Rights and Interests Protection Bureau of the China Banking and Insurance Regulatory Commission issued a circular on insurance consumer complaints in the fourth quarter of 2020. According to the circular, a number of complaint volume indicators of Sino-US United Thai MetLife are "among the best". Specifically, the number of complaints about 10,000 insurance policies ranked first among life insurance companies, the number of complaints ranked second among life insurance companies, and the number of complaints about premiums of 100 million yuan ranked third among life insurance companies.

At the same time, compared with the third quarter, the number of complaints about 10,000 policies and the number of complaints in the 10,000-person complaint volume of United Thai MetLife have increased. In the report on insurance consumer complaints in the third quarter of 2020, the number of complaints by Sino-US United Thai MetLife ranked third among life insurance companies, while the number of complaints about 10,000 insurance policies ranked fourth among life insurance companies.

In response to the above complaints and the reasons for the relative increase in the number of complaints about 10,000 insurance policies and the number of complaints, Sino-US United Thai MetLife only told the financial reporter of China Net, "Due to the impact of historical business structure, some complaint indicators in the fourth quarter of 2020 ranked first among life insurance companies." ”

Combined with the notice of insurance consumer complaints disclosed by the Banking and Insurance Regulatory Commission in 2020, it can be seen that The number of complaints about Sino-US United Thai MetLife in terms of sales disputes and ordinary life insurance disputes is relatively large.

In terms of sales disputes, the number of sales dispute complaints in the fourth quarter of 2020 was 206, an increase of 8.99% year-on-year, ranking tenth among life insurance companies in this complaint. In the third quarter of 2020, there were 251 complaints of sales disputes, down 14.92% from the previous quarter, but it also ranked tenth among life insurance companies in this complaint. In the second quarter of 2020, there were 295 complaints about sales disputes, an increase of 77.71% year-on-year, ranking eighth in the complaints of life insurance companies.

In terms of general life insurance disputes, sino-US United Thai MetLife had 163 complaints about ordinary life insurance disputes in the fourth quarter of 2020, an increase of 18.12% year-on-year, ranking tenth among life insurance companies. In the third quarter of 2020, there were 229 complaints about general life insurance disputes, down 7.66% from the previous quarter, ranking tenth among life insurance companies. In the second quarter of 2020, there were 248 complaints about ordinary life insurance disputes, an increase of 155.67% year-on-year, ranking eighth among life insurance companies.

According to statistics, the insurance business revenue of Sino-US United Thai MetLife in 2020 was 15.106 billion yuan, an increase of only 5.1% year-on-year, far lower than the 23.9% increase in 2019. As for how to view the relationship between insurance consumer complaints and business growth, and whether the slowdown in growth is related to insurance consumer complaints, Sino-US United Thai MetLife did not respond directly, and said, "For a long time, the company has always adhered to customer-centricity, attached importance to protecting the legitimate rights and interests of consumers, operated in accordance with the law, maintained steady investment, and ensured adequate solvency." In its daily work, the company is committed to continuously improving sales quality management, strengthening sales staff training, improving customer service level, and effectively protecting consumer rights and interests. ”

This article originated from China Net Finance