With the advent of this year’s consumer protection day, Hubei banking and Insurance Regulatory Bureau, in accordance with the unified deployment of the CBRC, deeply organized the banking and insurance industry of the whole province to carry out the “March 15” consumer protection education and publicity week in 2022, and took multiple measures to strengthen and improve the financial services of the banking and insurance industry, so as to better solve the practical problems of financial consumers.
It is understood that in recent years, Hubei banking and Insurance Regulatory Bureau has continued to strengthen the “whole process and all-round financial consumer rights and interests protection system”, through strengthening the consumer protection organization structure of banking and insurance institutions under its jurisdiction, improving the evaluation baton of consumer protection supervision, consolidating the diversified dispute resolution mechanism, and building a standard system for financial aging, Create a unique “Hubei model” for the protection of financial consumers’ rights and interests.
In terms of complaint acceptance, Hubei banking and Insurance Regulatory Bureau unblocked the 12378 hotline channel, received nearly 110000 consumer consultation and complaint calls in 2021, handled about 15000 consumer complaints, mediated more than 14000 disputes in the banking and insurance industry, and helped consumers recover economic losses of more than 600 million yuan. In terms of education and publicity, Hubei banking and insurance institutions carried out 23500 publicity and education activities in 2021, touching 238 million financial consumers.
improve the dispute mediation mechanism of banking and insurance in Hubei
At the end of 2021, under the guidance and promotion of Hubei banking and Insurance Regulatory Bureau, Hubei banking and insurance dispute mediation center (hereinafter referred to as “mediation center”) was officially established.
It is reported that the center is a non-profit public welfare social organization specializing in the mediation of contradictions and disputes between bancassurance institutions and consumers, which is based on the Hubei banking dispute mediation center, the first professional mediation institution of banking disputes in Central China, integrates the mediation functions of insurance disputes, and is re established according to law.
Since this year, in order to promote the upgrading of mediation mechanism and improve the quality and efficiency of dispute resolution, under the guidance of Hubei banking and Insurance Regulatory Bureau, Hubei Provincial Higher People’s court and Wuhan Arbitration Commission, the mediation center has established a one-stop, diversified, whole process and Wuxi Online Offline Communication Information Technology Co.Ltd(300959) combined financial dispute mediation mechanism of “industry mediation + litigation mediation docking + arbitration mediation docking + quick trial and quick Adjudication”.
Since this year, the mediation center has received 613 telephone consultations on various financial consumption disputes from the public, and accepted 3701 mediation of various banking and insurance disputes through the docking channels of self collection and litigation mediation, a year-on-year increase of 23%.
build a standardized construction system for financial aging
In recent years, Hubei banking and Insurance Regulatory Bureau has guided the banking and insurance institutions under its jurisdiction to create a convenient, safe and comfortable financial service environment for the elderly, do a good job in various financial services for the elderly, and strive to provide more comprehensive, intimate and direct convenience services for the elderly.
At the end of 2021, Hubei banking and Insurance Regulatory Bureau guided Hubei Banking Association and insurance industry association to jointly issue the notice on Further Strengthening and improving the standardization of aging service of banking and insurance institutions within their jurisdiction, which covered four key aspects: outlet store service management, business service, middle and back office operation management and complaint consulting service, and put forward 18 specific service standards, Promote the aging service of financial institutions under their jurisdiction to a new level.
In addition, the supply side reform of aging financial products in Hubei has also made a breakthrough recently. Institutions such as Industrial And Commercial Bank Of China Limited(601398) , China Life Insurance Company Limited(601628) and China Life Insurance Company Limited(601628) chose Wuhan as the first pilot city of new aging products.
Hubei banking and Insurance Regulatory Bureau said that in the next step, it will continue to promote the institutions under its jurisdiction to implement the financial aging adaptation policy, and strive to significantly improve the level and convenience of intelligent services for the elderly by the end of 2022, Wuxi Online Offline Communication Information Technology Co.Ltd(300959) services will be more collaborative and efficient, and the construction of aging adaptation services for bank insurance outlets will basically cover the whole province, A long-term mechanism for the aging service of bancassurance has been basically established.
promote the in-depth development of financial publicity and education activities
From March 14 to March 20, Hubei banking and Insurance Regulatory Bureau will organize the banking and insurance industry under its jurisdiction to carry out a week-long “consumer protection education and publicity week”.
Hubei banking and Insurance Regulatory Bureau said it would help consumers improve their financial literacy, improve their self-protection awareness and risk prevention ability, and effectively protect the legitimate rights and interests of financial consumers through rich, colorful and various forms of financial publicity and education activities.
It is understood that around the activity theme of “jointly promoting consumption and sharing digital finance fairly”, a number of banking and insurance institutions in Hubei Province started the activity preheating and relevant preparations ahead of schedule. During the period of 3 / 15, agencies will adopt various forms of anti epidemic lectures, online salon, cloud classroom and tiktok, and adopt lively forms such as jitter, comics, micro letter and micro video to popularize financial knowledge and enhance the financial literacy of citizens.
