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

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

The contents of the following documents constitute essential provisions of this document through normative references in the text: Among them, the dated quotations

For undated referenced documents, only the version corresponding to that date applies to this document; for undated referenced documents, the latest version (including all amendments) applies to this document:

GB/T 7027 Basic principles and methods of information classification and coding

GB/T 10113 General terms for classification and coding

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:

JR/T 0197 | JR/T 0154 | GB/T 19584 | GB/T 20543.1 | GB/T 18525.12 | […]