315 Series Manuscript No. 12 China Pacific Property & Casualty Insurance accelerates the construction of a new consumer protection model of “collaborative governance, demonstration and leadership”
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In the face of the people’s growing consumer demand, strengthening the protection of financial consumers’ rights and interests is not only the basis for the steady development of the financial insurance market, but also a concrete practice for the financial industry to implement the “people-centered” development philosophy. In recent years, China Pacific Property & Casualty Insurance, a subsidiary of China Pacific Insurance, has continuously consolidated the foundation of consumer protection work, actively explored new models of consumer protection, continued to stimulate the endogenous motivation of “active consumer protection” internally, and promoted the service culture of “consumer protection for everyone”; externally, it has built an industry A window to communicate with consumers and establish a positive and positive image of the industry.
In 2023, CPIC Property & Casualty, China Pacific Life, and Pacific Health Insurance will jointly promote cooperation with judicial agencies, public security agencies, industry associations, consumer associations, dispute mediation organizations, mainstream media and other units in Beijing, Guangdong, Shanghai and other places Carry out cross-sector cooperation in the field of consumer protection, and continuously innovate service models in the three major areas of “party building + consumer protection”, “consumer protection + public welfare” and “consumer protection + cooperation”; at the same time, China Pacific Property & Casualty Insurance Co., Ltd. , Shanghai, Sichuan, Shenzhen, Fujian, Xiamen, Shaanxi and other regions have established consumer protection demonstration zones to form a demonstration sample of consumer rights protection with CPIC characteristics.
Deepen the guidance of “party building + consumer protection” and build a culture of honest service
Each consumer protection demonstration zone actively explores a new model of deep integration of “party building + consumer protection”, deepens operational coordination, focuses on the key points of joint party building work, taps red resources such as regional party and mass service centers and party building positions, and innovates and features “party building + consumer protection” “base. Service officers at all levels give full play to the role of party members as demonstrations and pioneers, actively integrate into nearby party building, link up with enterprises, schools, and communities to carry out party building activities, actively carry out “consumer protection endorsements”, and tell the story of “warming new citizens, catering to the elderly first, and accompanying the growth of young people” “Waiting for CPIC service examples. Establish various types of party member vanguard volunteer teams, carry out a series of activities such as the “Integrity Declaration”, stimulate employees’ awareness of proactive consumer protection, and promote a culture of honest service among all employees.
Innovate the “consumer protection + public welfare” model to protect people’s better life
Each consumer protection demonstration zone gives full play to the bridging role of mass organizations in the protection of consumer rights and interests, actively interacts with consumers and the people, and actively creates a harmonious and healthy financial environment. For example, it appoints public figures as “financial consumer protection education and publicity “Official”, actively cooperates with local civil affairs bureaus, sports bureaus, financial offices, offices for the elderly, etc. to carry out various public welfare activities such as “Service Express for the Elderly” into the community, “Public Welfare Tai Chi” and “Little Insurance Experience Officer” , to help improve the financial literacy and risk prevention awareness of the public. China Pacific Insurance combines its business characteristics and regional characteristics to carry out targeted financial education and publicity activities to consumers through various forms, such as using “VR+3D” technology to create a “multi-dimensional digital exhibition hall for consumer education”, and through carrying out “serving the people, “Serve Customers, Serve Grassroots” series of activities, visit customers, listen to their voices, do practical things for the people, and proactively fulfill social responsibilities.
Promote the integration of “consumer protection + cooperation” and create a benchmark for collaborative governance
Each consumer protection demonstration zone actively practices the “Maple Bridge Experience”, expands channels for diversified dispute resolution, actively builds communication platforms with judicial, market supervision, dispute mediation and other institutions and organizations, actively participates in industry dispute resolution, and strives to build a new era of diversified co-governance. pattern. For example, it signed the industry’s first “Consumer Protection Memorandum” with the Shanghai Banking and Insurance Regulatory Center to promote the four-party joint investigation of “non-litigation priority multiple disputes” and build three lines of defense of “enterprise, industry, and justice”; jointly established with the Guangdong Zhenghe Consumer Protection Center The mediation workstation promotes the construction of a “diversity + affinity” industry dispute resolution model. At the same time, a joint inter-agency complaint handling mechanism will be established to ensure that all complaints are handled promptly and promptly. For example, a working group of experts on diversified dispute resolution was established to participate in the construction of the company’s diversified dispute resolution system; in the institutional complaint monitoring and evaluation plan, the dispute mediation rate and cross-regional collaborative resolution were included in the assessment.
The successful establishment of the consumer protection demonstration zone has further improved the company’s consumer protection ecosystem and demonstrated that the company has always adhered to the original mission of “consumer protection for the people” and achieved some results.
The consumer rights protection mechanism has been deepened
China Pacific Property & Casualty Insurance continues to deepen the construction of the “big consumer protection” system, focusing on the 11 consumer protection working mechanisms of the “Management Measures for the Protection of Consumer Rights and Interests of Banking and Insurance Institutions” to improve the closed-loop consumer protection management system, including pre-prevention, in-process management and control, and post-event review. Form closed-loop management. Through the establishment of the consumer protection demonstration zone, the execution and implementation of the consumer protection mechanism have been further strengthened, creating a new situation of openness, co-construction, co-cultivation, and win-win for consumer protection.
Consumer financial literacy continues to improve
At the same time, CPIC Property & Casualty has continued to strengthen communication with consumers through various forms of educational and publicity campaigns. Through a series of public welfare education and publicity activities, it has popularized financial knowledge to consumers in multiple dimensions, in various forms, and warned of financial risks. , improve the financial literacy of the people, protect the legitimate rights and interests of consumers, and contribute to CPIC’s efforts to create a safe and stable financial environment.
The collaborative pattern of consumer protection has initially taken shape
The establishment of the consumer protection demonstration zone has promoted the participation of all parties in society in the protection of consumer rights and interests. Enterprises, industry professionals and other groups have strengthened cooperation and formed a collaborative and jointly managed consumer protection work pattern. By building an effective communication platform within the industry, between consumers and the company, adhering to the consumer position, and building a consumer protection collaborative management system, the company’s long-term consumer protection management mechanism has been strengthened.
In the future, CPIC Property & Casualty will continue to build consumer protection demonstration zones, adhere to the concept of “consumer protection for the people”, continue to give full play to its professional advantages, strengthen internal collaboration and external cross-sector cooperation, accelerate digital transformation, and continue to explore new consumer protection solutions. Models, new methods, and new forms provide consumers with more efficient, faster, and safer financial services.
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