results show that in the first half of 2022, the service quality industry index of property insurance (auto insurance business) was 88.75, and the service quality industry index of personal insurance (life insurance, accident insurance, health insurance business) was 85.79. Among the 259 property insurance companies in html, the top three companies are Ping An Property Insurance , Taiping Property Insurance, and AVIC Property Insurance; among the 79 life insurance companies, the top three companies are China Life Insurance , Taiping Life Insurance, and Bank of Communications Life Insurance.
China Bank Insurance Credit stated that the purpose of compiling the insurance service quality index in the first half of 2022 is property insurance companies and personal insurance companies that have opened for two accounting years as of June 30, 2022, special types of insurance companies such as pension insurance companies, agricultural insurance companies, reinsurance companies, and insurance group companies will not be included in the index compilation scope for the time being. The scope of companies included in the index will be dynamically adjusted based on the situation of insurance companies accepting regulatory measures. The types of insurance selected by the index are the auto insurance business of property insurance companies that have close relationships with insurance and have a large coverage range, and the life insurance, accident insurance and health insurance business of life insurance companies.
According to the reporter, the insurance service quality index relies on the insurance company list-level business data collected by the insurance industry auto insurance information platform, insurance policy registration management information platform, etc., starting from the consumer perspective, it sets seven quantitative indicators such as case-by-case payment cycle, claim odds, and refund rate in four dimensions: service convenience, service gain, service recognition, and continuous improvement of services, forming index results and achieving objective quantification throughout the process.
According to historical data from China Banking and Insurance Credit, the 2021 property insurance (auto insurance business) industry index is 85.66, and the personal insurance (life insurance, accident insurance, health insurance business) industry index is 87.29. Compared with the 2021 index, the sense of service gain in the property insurance industry has improved rapidly in the first half of 2022, and the two dimensions of service convenience and service recognition have slightly improved. Measures such as claims odds, refund rate, and renewal rate have been continuously optimized; the two dimensions of service convenience and service recognition in the personal insurance industry have improved, and the policy continuity rate indicators have been improved, and indicators such as closing rate and and claims odds have remained at a high level. But compared with last year, the personal insurance industry indicators have dropped slightly.
China Banking and Insurance Regulatory Commission stated that since the release of the inaugural insurance service quality index, the insurance industry has actively implemented the relevant requirements for Banking and Insurance Regulatory Commission to improve and improve services, and actively carried out innovative services such as intelligent online operations, direct claims payment, and door-to-door compensation. Insurance consumers have enhanced their sense of gain, and the insurance service quality index has promoted the industry to improve the value of services.
At the same time, China Banking and Insurance Credit also emphasized that the results of the insurance service quality index only represent the relative service level of some businesses of each insurance company in the first half of 2022 under the current indicator system. It does not represent the risk status and comprehensive service level of the industry and various insurance companies, nor is it a suggestion for consumers to purchase insurance products.
Source: Financial Times Client
Reporter: Han Xuemeng
Editor: Yang Jingyi Yunyang Yu Jiaxin
Email: fnweb@126.com
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