發(fa)布時(shi)間：2023-4-24

銀保(bao)監消保(bao)發〔2023〕4號(hao)

各銀保(bao)(bao)監局、保(bao)(bao)險公司：

2022年第四季度，中國銀保監會及其派出機構接收并轉送保險消費投(tou)訴情況(kuang)通報如下:

一、總體情況

2022年第四(si)季度，中國(guo)銀保監(jian)會及(ji)其派出機構共接收并轉(zhuan)送(song)涉及(ji)保險(xian)公(gong)司(si)(si)的(de)保險(xian)消費(fei)投(tou)(tou)訴(su)(su)22189件。其中涉及(ji)財產保險(xian)公(gong)司(si)(si)7689件,占投(tou)(tou)訴(su)(su)總量的(de)34.65%；人(ren)身保險(xian)公(gong)司(si)(si)14500件,占投(tou)(tou)訴(su)(su)總量的(de)65.35%。

二、投訴與業務(wu)量(liang)對比情況

（一）財(cai)產保險(xian)公司(si)

1.億(yi)(yi)元(yuan)(yuan)(yuan)(yuan)保(bao)費(fei)投訴(su)(su)量(liang)情況。2022年第(di)四季度，財(cai)產(chan)保(bao)險(xian)(xian)(xian)公司億(yi)(yi)元(yuan)(yuan)(yuan)(yuan)保(bao)費(fei)投訴(su)(su)量(liang)中位數為3.69件(jian)(jian)(jian)(jian)/億(yi)(yi)元(yuan)(yuan)(yuan)(yuan)。其中，億(yi)(yi)元(yuan)(yuan)(yuan)(yuan)保(bao)費(fei)投訴(su)(su)量(liang)居前10位的為：安達保(bao)險(xian)(xian)(xian)430.41件(jian)(jian)(jian)(jian)/億(yi)(yi)元(yuan)(yuan)(yuan)(yuan)；現代財(cai)險(xian)(xian)(xian)16.24件(jian)(jian)(jian)(jian)/億(yi)(yi)元(yuan)(yuan)(yuan)(yuan)；鑫安車(che)險(xian)(xian)(xian)15.37件(jian)(jian)(jian)(jian)/億(yi)(yi)元(yuan)(yuan)(yuan)(yuan)；東(dong)海航(hang)運保(bao)險(xian)(xian)(xian)15.17件(jian)(jian)(jian)(jian)/億(yi)(yi)元(yuan)(yuan)(yuan)(yuan)；珠峰(feng)財(cai)險(xian)(xian)(xian)11.74件(jian)(jian)(jian)(jian)/億(yi)(yi)元(yuan)(yuan)(yuan)(yuan)；眾安在線財(cai)險(xian)(xian)(xian)11.02件(jian)(jian)(jian)(jian)/億(yi)(yi)元(yuan)(yuan)(yuan)(yuan)；久隆(long)財(cai)險(xian)(xian)(xian)10.29件(jian)(jian)(jian)(jian)/億(yi)(yi)元(yuan)(yuan)(yuan)(yuan)；陽光農險(xian)(xian)(xian)9.91件(jian)(jian)(jian)(jian)/億(yi)(yi)元(yuan)(yuan)(yuan)(yuan)；長安責任保(bao)險(xian)(xian)(xian)9.22件(jian)(jian)(jian)(jian)/億(yi)(yi)元(yuan)(yuan)(yuan)(yuan)；前海財(cai)險(xian)(xian)(xian)8.95件(jian)(jian)(jian)(jian)/億(yi)(yi)元(yuan)(yuan)(yuan)(yuan)。

2.萬(wan)(wan)張(zhang)保(bao)(bao)(bao)單投訴量(liang)情況(kuang)。2022年第四(si)季度，財(cai)(cai)產(chan)保(bao)(bao)(bao)險(xian)(xian)公司萬(wan)(wan)張(zhang)保(bao)(bao)(bao)單投訴量(liang)中(zhong)位數為(wei)0.25件(jian)/萬(wan)(wan)張(zhang)。其(qi)中(zhong)，萬(wan)(wan)張(zhang)保(bao)(bao)(bao)單投訴量(liang)居前10位的(de)為(wei)：眾惠相互保(bao)(bao)(bao)險(xian)(xian)9.03件(jian)/萬(wan)(wan)張(zhang)；久隆財(cai)(cai)險(xian)(xian)8.74件(jian)/萬(wan)(wan)張(zhang)；陽(yang)光農(nong)險(xian)(xian)2.28件(jian)/萬(wan)(wan)張(zhang)；珠峰財(cai)(cai)險(xian)(xian)1.43件(jian)/萬(wan)(wan)張(zhang)；太平洋安信(xin)農(nong)險(xian)(xian)1.11件(jian)/萬(wan)(wan)張(zhang)；安華(hua)農(nong)險(xian)(xian)0.95件(jian)/萬(wan)(wan)張(zhang)；長安責任保(bao)(bao)(bao)險(xian)(xian)0.91件(jian)/萬(wan)(wan)張(zhang)；美亞財(cai)(cai)險(xian)(xian)0.90件(jian)/萬(wan)(wan)張(zhang)；史帶財(cai)(cai)險(xian)(xian)0.90件(jian)/萬(wan)(wan)張(zhang)；三星財(cai)(cai)險(xian)(xian)0.85件(jian)/萬(wan)(wan)張(zhang)。

（二）人身保險公司

1.億(yi)(yi)(yi)(yi)(yi)元(yuan)保(bao)(bao)費(fei)投訴(su)量(liang)情(qing)況。2022年第(di)四季度，人(ren)(ren)(ren)(ren)身(shen)保(bao)(bao)險(xian)公司億(yi)(yi)(yi)(yi)(yi)元(yuan)保(bao)(bao)費(fei)投訴(su)量(liang)中(zhong)位(wei)數為1.59件(jian)(jian)/億(yi)(yi)(yi)(yi)(yi)元(yuan)。其中(zhong)，億(yi)(yi)(yi)(yi)(yi)元(yuan)保(bao)(bao)費(fei)投訴(su)量(liang)居(ju)前10位(wei)的為：復星聯合健(jian)康(kang)95.98件(jian)(jian)/億(yi)(yi)(yi)(yi)(yi)元(yuan)；招商信諾人(ren)(ren)(ren)(ren)壽(shou)16.37件(jian)(jian)/億(yi)(yi)(yi)(yi)(yi)元(yuan)；北大方正人(ren)(ren)(ren)(ren)壽(shou)9.31件(jian)(jian)/億(yi)(yi)(yi)(yi)(yi)元(yuan)；合眾人(ren)(ren)(ren)(ren)壽(shou)6.88件(jian)(jian)/億(yi)(yi)(yi)(yi)(yi)元(yuan)；人(ren)(ren)(ren)(ren)保(bao)(bao)健(jian)康(kang)6.47件(jian)(jian)/億(yi)(yi)(yi)(yi)(yi)元(yuan)；中(zhong)美聯泰人(ren)(ren)(ren)(ren)壽(shou)5.99件(jian)(jian)/億(yi)(yi)(yi)(yi)(yi)元(yuan)；平(ping)安(an)養(yang)老5.46件(jian)(jian)/億(yi)(yi)(yi)(yi)(yi)元(yuan)；德(de)華安(an)顧人(ren)(ren)(ren)(ren)壽(shou)5.09件(jian)(jian)/億(yi)(yi)(yi)(yi)(yi)元(yuan)；平(ping)安(an)人(ren)(ren)(ren)(ren)壽(shou)4.85件(jian)(jian)/億(yi)(yi)(yi)(yi)(yi)元(yuan)；富德(de)生命人(ren)(ren)(ren)(ren)壽(shou)4.27件(jian)(jian)/億(yi)(yi)(yi)(yi)(yi)元(yuan)。

2.萬(wan)(wan)(wan)(wan)張(zhang)(zhang)(zhang)保(bao)單投訴量(liang)情況。2022年第(di)四季度，人(ren)(ren)(ren)身保(bao)險公(gong)司萬(wan)(wan)(wan)(wan)張(zhang)(zhang)(zhang)保(bao)單投訴量(liang)中(zhong)位數(shu)為0.20件(jian)(jian)/萬(wan)(wan)(wan)(wan)張(zhang)(zhang)(zhang)。其(qi)中(zhong)，萬(wan)(wan)(wan)(wan)張(zhang)(zhang)(zhang)保(bao)單投訴量(liang)居(ju)前10位的(de)為：新華養(yang)老17.36件(jian)(jian)/萬(wan)(wan)(wan)(wan)張(zhang)(zhang)(zhang)；復星聯(lian)合(he)健(jian)康2.67件(jian)(jian)/萬(wan)(wan)(wan)(wan)張(zhang)(zhang)(zhang)；招(zhao)商(shang)信諾人(ren)(ren)(ren)壽(shou)(shou)1.52件(jian)(jian)/萬(wan)(wan)(wan)(wan)張(zhang)(zhang)(zhang)；愛(ai)心人(ren)(ren)(ren)壽(shou)(shou)1.20件(jian)(jian)/萬(wan)(wan)(wan)(wan)張(zhang)(zhang)(zhang)；百年人(ren)(ren)(ren)壽(shou)(shou)0.66件(jian)(jian)/萬(wan)(wan)(wan)(wan)張(zhang)(zhang)(zhang)；君龍人(ren)(ren)(ren)壽(shou)(shou)0.65件(jian)(jian)/萬(wan)(wan)(wan)(wan)張(zhang)(zhang)(zhang)；招(zhao)商(shang)仁和人(ren)(ren)(ren)壽(shou)(shou)0.61件(jian)(jian)/萬(wan)(wan)(wan)(wan)張(zhang)(zhang)(zhang)；東吳人(ren)(ren)(ren)壽(shou)(shou)0.55件(jian)(jian)/萬(wan)(wan)(wan)(wan)張(zhang)(zhang)(zhang)；恒安標(biao)準人(ren)(ren)(ren)壽(shou)(shou)0.48件(jian)(jian)/萬(wan)(wan)(wan)(wan)張(zhang)(zhang)(zhang)；渤海人(ren)(ren)(ren)壽(shou)(shou)0.47件(jian)(jian)/萬(wan)(wan)(wan)(wan)張(zhang)(zhang)(zhang)。

3.萬(wan)(wan)(wan)人(ren)(ren)次(ci)投訴(su)量情況。2022年第(di)四季度，人(ren)(ren)身保(bao)險(xian)公司萬(wan)(wan)(wan)人(ren)(ren)次(ci)投訴(su)量中位數為(wei)0.06件(jian)(jian)(jian)/萬(wan)(wan)(wan)人(ren)(ren)次(ci)。其中，萬(wan)(wan)(wan)人(ren)(ren)次(ci)投訴(su)量居前10位的為(wei)：新華養老17.36件(jian)(jian)(jian)/萬(wan)(wan)(wan)人(ren)(ren)次(ci)；復星(xing)聯合(he)健康1.73件(jian)(jian)(jian)/萬(wan)(wan)(wan)人(ren)(ren)次(ci)；招(zhao)商信(xin)諾人(ren)(ren)壽(shou)1.41件(jian)(jian)(jian)/萬(wan)(wan)(wan)人(ren)(ren)次(ci)；君龍人(ren)(ren)壽(shou)0.42件(jian)(jian)(jian)/萬(wan)(wan)(wan)人(ren)(ren)次(ci)；小康人(ren)(ren)壽(shou)0.38件(jian)(jian)(jian)/萬(wan)(wan)(wan)人(ren)(ren)次(ci)；和泰(tai)人(ren)(ren)壽(shou)0.36件(jian)(jian)(jian)/萬(wan)(wan)(wan)人(ren)(ren)次(ci)；百年人(ren)(ren)壽(shou)0.35件(jian)(jian)(jian)/萬(wan)(wan)(wan)人(ren)(ren)次(ci)；北大方正人(ren)(ren)壽(shou)0.34件(jian)(jian)(jian)/萬(wan)(wan)(wan)人(ren)(ren)次(ci)；愛心(xin)人(ren)(ren)壽(shou)0.31件(jian)(jian)(jian)/萬(wan)(wan)(wan)人(ren)(ren)次(ci)；復星(xing)保(bao)德信(xin)人(ren)(ren)壽(shou)0.30件(jian)(jian)(jian)/萬(wan)(wan)(wan)人(ren)(ren)次(ci)。

三、投訴財產(chan)保險公司(si)的主要事項

（一(yi)）投(tou)訴涉及(ji)的主要事由。在涉及(ji)財(cai)產保險公(gong)司(si)投(tou)訴中，占比較(jiao)多的兩大事由分別是：理(li)賠糾紛5859件，占財(cai)產保險公(gong)司(si)投(tou)訴總量的76.20%；銷售糾紛623件，占比8.10%。

（二(er)）投訴涉(she)(she)及的主要險種(zhong)。在涉(she)(she)及財產保(bao)險公司投訴中，占(zhan)比較多(duo)的兩大(da)險種(zhong)分別是(shi)：機動車輛(liang)保(bao)險糾(jiu)紛(fen)3557件，占(zhan)財產保(bao)險公司投訴總量的46.26%；涉(she)(she)及新冠疫情相關保(bao)險等財產險其他(ta)保(bao)險糾(jiu)紛(fen)1686件，占(zhan)比21.93%。

四、投訴人身保險公司(si)的主(zhu)要事(shi)項(xiang)

（一）投(tou)(tou)訴(su)(su)涉及的(de)主要事(shi)由。在涉及人(ren)身保險(xian)公(gong)司投(tou)(tou)訴(su)(su)中，占(zhan)(zhan)比(bi)較多的(de)兩大事(shi)由分別是：銷售糾(jiu)紛7341件，占(zhan)(zhan)人(ren)身保險(xian)公(gong)司投(tou)(tou)訴(su)(su)總量(liang)的(de)50.63%；退保糾(jiu)紛3980件，占(zhan)(zhan)比(bi)27.45%。

（二）投訴涉(she)及的(de)主要(yao)險種(zhong)。在涉(she)及人(ren)身(shen)保(bao)(bao)險公司投訴中，占(zhan)比(bi)較多的(de)兩大險種(zhong)分別是：普通人(ren)壽保(bao)(bao)險糾(jiu)紛7593件，占(zhan)人(ren)身(shen)保(bao)(bao)險公司投訴總量(liang)的(de)52.37%；疾(ji)病(bing)保(bao)(bao)險糾(jiu)紛2614件，占(zhan)比(bi)18.03%。

中(zhong)國(guo)銀保(bao)監會消費者權益保(bao)護(hu)局(ju) 2023年3月20日

文章(zhang)來(lai)源(yuan)：中國銀(yin)行保險監督(du)管理委員會(hui)網站