GB/T 43568-2023Specification of insurance consumer complaints handling (English PDF)

Foreword

This document complies with the provisions of GB/T 1:1-2020 "Standardization Work Guidelines Part 1: Structure and Drafting Rules of Standardization Documents" Drafting:

Please note that some content in this document may be subject to patents: The publisher of this document assumes no responsibility for identifying patents:

This document is under the jurisdiction of the National Financial Standardization Technical Committee (SAC/TC180):

This document was drafted by: State Financial Supervision and Administration Bureau, Insurance Association of China, China Life Insurance Co:, Ltd:, Sunshine Financial Property & Casualty Insurance Co:, Ltd:, Ping An Insurance (Group) Co:, Ltd: of China, Taikang Insurance Group Co:, Ltd:, PICC Property & Casualty Co:, Ltd:

Insurance Co:, Ltd:, China Pacific Property & Casualty Insurance Co:, Ltd:, China Pacific Insurance Technology Co:, Ltd:, China Life Property & Casualty Insurance Co:, Ltd:

Ltd:, China United Property & Casualty Insurance Co:, Ltd:, China Pacific Life Insurance Co:, Ltd:, and Ping An Life Insurance Company of China Ltd:, Yingda Taihe Life Insurance Co:, Ltd:, Xinhua Life Insurance Co:, Ltd:, Taiping Life Insurance Co:, Ltd:, Everbright Sun Life Life Insurance Co:, Ltd:, Taikang Life Insurance Co:, Ltd:, People's Health Insurance Company of China Co:, Ltd:, Huatai Life Insurance Co:, Ltd:

The main drafters of this document: Wang Yi, Luo Qing, Yu Haihan, Deng Qianwen, Zhao Junfeng, Li Ning, Jiang Wei, Zhang Kemei, Cui Jing, Sui Jing, Jin Rui, Zhao Dongyang, Ma Guotao, Zhu Weidong, Zhou Jingqing, Xu Jiaying, Su Lei, Li Ying, Duan Ke, Zhang Yan, Zhang Jinnian, Xia Lijuan, Yin Jie, He Zhenxin, Hu Qiunan, Su Jing, Song Huiqing, Jiang Xiaoxi, Wang Feng, Chen Kan, Lu Yang, Peng Jie, Yao Jin, Cui Tao, Liu Yuxuan, Ji Nan, Liu Rongrong, Liu Huimin, Zheng Yin, Li Ning:

Standards for Handling Insurance Consumer Complaints

1 Scope

This document stipulates the overall requirements for handling commercial insurance consumer complaints within the People's Republic of China, the organization and management of insurance institutions and Complaint handling process, describing verification methods:

This document applies to the handling of insurance consumption complaints by consumers and consumption complaints by insurance institutions: Consumer Complaints Office of Insurance Intermediaries The management work shall be carried out with reference to this document:

2 Normative reference documents

GB/T 7027

GB/T 10113

3 Terms and definitions

The following terms and definitions apply to this document: 3:1 Insurance consumer complaintconsumercomplaint Consumers have disputes with insurance institutions or their employees because of purchasing insurance products or receiving insurance-related services, and report them to the insurance agency:

The organization asserts its civil rights and interests: 3:2 thecomplainant Disputes with insurance institutions or their employees due to purchasing insurance products or receiving insurance-related services, and making claims against the insurance institutions A natural person or legal person whose civil rights and interests are subject to the law: 3:3 insurer An insurance company that enters into an insurance contract with the policy holder and assumes the liability for compensation or payment of insurance premiums as stipulated in the contract: [Source: GB/T 36687-2018,2:4] 3:4 The collective name for insurance group (holding) companies, insurance companies and their branches, representative offices, and other organizations that bear insurance responsibilities:

[Source: GB/T 36687-2018,11:1:1] 3:5 Business institutions and marketing service institutions established by insurance companies in accordance with the law:

Note: Including branches, central branches, branches, sales departments and marketing service departments: