The new rules of insurance sales ＂landing＂ are a bit difficult to recruit and cause problems at will.
Investigation motive
In order to protect consumers’ rights and interests, the China Insurance Regulatory Commission previously issued the Interim Measures for the Retrospective Management of Insurance Sales Behavior, which was formally implemented on November 1, requiring insurance companies to implement the "double recording" system in key business areas, that is, by recording and videotaping the scene of the insurance sales process, it is convenient for the regulatory authorities to check and check at any time, and conduct retrospective management in case of disputes, thus protecting consumers’ legitimate rights and interests.
The new insurance sales regulations, especially the regulations on "double recording", have been implemented for some time. How are these regulations implemented? The "Legal Daily" reporter investigated this.
□ Our reporter Du Xiao
□ Intern of this newspaper Ding Qiqi
Recently, the China Insurance Regulatory Commission released the complaint data of insurance consumption in the first three quarters of 2017. In the first three quarters, the CIRC and the insurance regulatory bureaus received a total of 72,279 complaints about insurance consumption involving insurance companies. According to reports, among the complaints involving personal insurance companies, there are 17,160 sales disputes, accounting for 49.56% of the total complaints of personal insurance companies. The types of insurance involved in sales disputes focus on dividend insurance and ordinary life insurance, which mainly reflect problems such as promising high returns, exaggerating insurance liability, concealing insurance period, payment period and surrender loss.
In view of the frequent occurrence of insurance sales disputes, the Interim Measures for the Retrospective Management of Insurance Sales Behavior issued by the China Insurance Regulatory Commission was formally implemented on November 1, which stipulated that the insurance sales process should be recorded and videotaped on the spot. This provision is considered to effectively protect consumers’ rights and interests. However, the reporter found in the interview that the causes of some problems existing in the insurance sales process are more complicated, and it remains to be seen whether the "double recording" regulation can be implemented.
"Double recording" is conducive to improving credit.
For a long time, sales deception and misleading behavior are the pain points of the insurance industry.
Cao Wei, a salesman of an insurance company, admitted that misleading consumption did exist in the sales process.
"There are many misleading consumer behaviors, which cannot be avoided. For example, exaggerating the insurance coverage will make customers feel that they can pay for everything, but it is actually just an accident insurance. In addition, there are functions of misleading consumer accounts, exaggerating interest rates, and saying premiums as principal. " Cao Wei said.
Wei Hong, who lives in Shuangyushu Dongli, Haidian District, Beijing, once bought insurance. She told reporters, "When salesmen sell products to us, they often emphasize how high the income is, and rarely remind us of the risks in the policy, nor tell us the right to hesitate. Sometimes, the salesman will also say that a product with high cost performance will raise the price or stop selling, so as to induce us to buy as soon as possible. "
In addition to Wei Hong, many citizens also expressed concern about being misled when buying insurance.
Yang Bin, who lives in Weigong Village, Haidian District, Beijing, said, "I am very concerned about the issue of compensation. Those contract terms are so professional that I can’t understand them and I am afraid of being fooled by salesmen, so I trust acquaintances to buy insurance."
In addition, Yang Bin usually looks for old employees of insurance companies to buy insurance, "because once there is a problem, you can ask them. If you are a new employee, you may not find anyone in a few months".
However, Yang Bin felt that after the implementation of audio and video recording in the sales process, there was no need to worry about these problems. "With audio and video recording, salespeople will naturally introduce products more cautiously and accurately, which can, to a certain extent, avoid exaggerating publicity and blind commitment in order to promote orders, so that we can feel more at ease when buying insurance."
After investigation, the reporter learned that many citizens can accept and support the "double recording" work of insurance companies, because many people have mentioned that "the biggest fear is that what the salesman promised is different from what was written in the final contract. ‘ Double recording ’ After the dispute, there will be evidence. "
Cao Wei told reporters that the new insurance sales regulations are also a good thing for insurance companies.
"Because ‘ Double recording ’ The process includes the insured, and also strengthens the obligations of the insured. The insured must make truthful risk information, such as personal medical history and family medical history. If consumers have moral hazard in the future, insurance companies also have first-hand evidence. " Cao Wei said.
In addition, Cao Wei believes that in the long run, the work of "double recording" will help strengthen the credit of the insurance industry and do a good job in protecting consumers’ rights and interests. As word of mouth goes up, product sales will naturally increase.
There are many difficulties in the implementation process
Although "double recording" is beneficial to all parties, there are still some difficulties in truly implementing it.
"There is no problem with the interim measures promulgated by the CIRC, and now every insurance company is implementing them ‘ Double recording ’ The China Insurance Regulatory Commission has also been strengthening supervision. " Cao Wei told reporters that the problem is that there are difficulties in the specific implementation of "double recording".
"Now it is not required for all sales activities ‘ Double recording ’ Only when the life insurance applicant who has been in business for more than one year is over 60 years old, has invested in linked insurance or sold life insurance products as a part-time agent for more than one year ’ Double recording ’ . Customers have a little knowledge of these products, so they are skeptical. ‘ Double recording ’ It may make a large number of customers give up buying. " Cao Wei said frankly.
"I think that just because of the trouble, we can lose one-third of our customers." Cao Wei told reporters that those who agreed to "double recording" were "absolutely high quality" customers.
In addition to Cao Wei, Zhang Xuhua, a salesman of another insurance company, told reporters, "At present ‘ Double recording ’ The system is still not very easy to use, and it is easy to record and not save successfully, so you need to start all over again. "
Zhang Xuhua said, "Our company is not going to make a list of people over 60, because we have to lose money if it is not good. We had one in the early stage, and we recorded it three times, so we had to bring gifts every time we went, and the commission was not much. "
Cao Wei believes that it is also one of the difficulties that the "double recording" system has no standardized operation flow at present.
“‘ Double recording ’ What preparations should be made before? ‘ Double recording ’ When should I say which sentence in the process? What are the different words for different types of insurance? The provisions issued are very general and it is difficult to implement them. A qualified ‘ Double recording ’ Clear standards, so that salesmen can operate according to this standard. " Cao Wei said.
Random recruitment leads to constant problems.
Cao Wei and Zhang Xuhua both said that "double recording" is only a link to control misleading insurance sales, and it is not a permanent solution. It is also necessary to pay attention to improving the quality of marketers.
"In this county where I am responsible, about half of the salesmen have not even graduated from high school." Cao Wei said, "I’m not saying that graduating from high school is like anything, but it can represent a person’s cognitive level and acceptance to a great extent. They can’t even fill out the insurance policy, and they can’t fill it out correctly many times."
"In fact, the root of the problem is not them. This is a common problem in the insurance industry, and it is actually a common problem in sales." Cao Wei explained.
"Now the insurance industry is taking ‘ Make great strides ’ The practice, when recruiting people, doesn’t care about how high you are, but what matters is how many customers you can bring to the company. " Cao Wei told reporters, "In the insurance industry, like banks, employees have indicators and tasks. Only when the indicators are completed can they have basic wages. Salesmen rely on business and commission to eat. He has to find ways to sell products."
This situation is not a case. Zhang Xuhua also talked about this issue. "It is normal not to get the basic salary. When newcomers first join the company, they will first insure their acquaintances. It is generally not a problem to get a basic salary when they can bill. After a few months, acquaintances will basically have no customers. Many people can’t even get a basic salary. If they can’t earn money, they will naturally continue. " Zhang Xuhua said.
Zhang Xuhua told reporters that developing customers is a very difficult and technical job. Most people don’t have this skill and it is difficult to learn.
"Now every company has a set of employee management measures, which is a very important management part of insurance companies. Our company’s management method focuses on increasing the number of employees and establishing a hierarchical system. " Cao Wei said, "The more employees there are, the more customers there will be. Just like drawing a circle, the bigger the circle, the wider the radiation range."
Cao Wei also said that in his personal insurance department, there are mainly four levels of employees — — Director, general manager, director and salesman. "The highest rank is the spire of the pyramid, which can be rewarded by the company according to the performance of all subordinates. The manager of a mature team can earn at least 600,000 yuan a year, and the director is about 100,000 yuan. "
(At the request of the respondents, the insurance marketers in this article are all pseudonyms.)
Cartography/Li Xiaojun