When encountering problems, first complain to banks or financial institutions; If it is useless to complain to banks or financial institutions, or if you are not satisfied with the results, you can complain to the CBRC. However, the CBRC accepts more written complaints than telephone complaints. Because of general oral complaints or anonymous complaints, the CBRC is not convenient to accept them.
12378 complaint process
Consumers who call 12378 only need to pay local calls, and all long-distance calls are paid by the CIRC. The hotline attendant 12378 inputs the caller's name, reflected matters, demands and other information into the system 12378, and submits it to the insurance regulatory agency in the jurisdiction for handling on the same day. The organizer will also introduce the progress of complaint handling into the 12378 system in time, and consumers can check the progress of complaint handling through the 12378 hotline.
The Insurance Regulatory Bureau has formulated a rapid handling mechanism, requiring all insurance companies to have special personnel responsible for accepting complaints and tracking feedback, so as to improve the speed of resolving contradictions and disputes through consultation. According to the Measures for Letters and Visits of China Insurance Regulatory Commission, the organizer will inform the caller whether to accept the call within 5 days from the date of receiving the call information on hotline 12378, and the letters and visits will be settled within 60 days from the date of acceptance.