Why is 12378 always disconnected? Why can't the 12378 hotline of China Insurance Regulatory Commission get through? If such a problem arises, how can we protect our rights and interests? There are many reasons why I can't get through. There may be too many people dialing, so you can't get in. Why is 12378 always disconnected?
Why is 12378 always disconnected? 1 hacked.
I couldn't get in, but it was hacked. I can take the personal exam by changing my number. It was Sunday when I went in, and no one answered. Card 2 is directly connected. After I connected, the service staff couldn't hear anything. The CBRC, banks and insurance companies are all in one company, and the service hotline is ok. Because there are many people on the phone, it is normal to get through. Call several times on different dates and at different time periods.
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 import the complaint handling progress into the 12378 system in time.
Consumers can check the progress of complaints through the hotline 12378. 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 of China Insurance Regulatory Commission on Letters and Visits, the organizer will inform the caller whether to accept the call within 5 days from the date of receiving the call information on the hotline 12378.
Letters and visits shall be settled within 60 days from the date of acceptance. If the situation is complicated, with the approval of the relevant person in charge of the organizer, the processing period may be appropriately extended, but the extension period shall not exceed 30 days, and the complainant shall be informed in writing of the reasons for the extension.
12378 Why can't I always get through? 2 What complaints do insurance companies fear most?
1, media exposure
Exposing insurance companies on TV is a public relations crisis for insurance companies, and insurance companies are naturally afraid, but after all, there may be an interest relationship between insurance companies and the media, which may not be as good as consumers. Xi Cai Jun suggested that you try the following methods.
2. 12378 Complaint
12378 is a unified rights protection service line set up by China Insurance Regulatory Commission, which is official+professional+timely+effective. As long as consumers provide strong and effective evidence, the CIRC will definitely stand on the side of consumers.
The first step: according to different insurance disputes, choose the appropriate complaint object.
Insurance disputes are divided into disputes arising from contract terms, sales, underwriting, surrender and compensation; Consumers have disputes with insurance intermediary services and units sensitive to disadvantages. orchid
As the administrative organ of China's commercial insurance, China Insurance Regulatory Commission is responsible for the complaints that insurance companies violate insurance regulatory laws and regulations and damage the legitimate rights and interests of insurance consumers, as well as the complaints that insurance practitioners violate insurance regulatory laws and regulations.
Therefore, insurance consumers can make complaints according to the above categories, and complaints can be made by mail, fax, e-mail, telephone, interview, etc.
Zhou, Vice Chairman of the China Insurance Regulatory Commission, issued the Administrative Measures on Handling Complaints of Insurance Consumers in the form of laws and regulations, focusing on investigating and handling behaviors such as delaying compensation, underpaying compensation, unreasonable refusal to pay compensation, misleading sales, and urging insurance companies and insurance intermediaries to operate according to law and fulfill their contractual obligations.
Step 2: Consumer complaints should have evidence.
In the third quarter report of the China Insurance Regulatory Commission, the insurance companies complained by consumers were suspected of fraud and misleading sales, accounting for 73.75% of the total complaints, but most of them could not be verified or untrue, mainly because some complainants could not provide valid certification materials, and it was difficult to investigate and collect evidence of misleading sales.
According to the requirements of the Measures, during the complaint process, consumers should provide the basic information of their rented sheds, as well as "the basic information of the respondent, the complaint request, the main facts and reasons, and the supporting materials of relevant facts".
The reporter called China Life Customer Service at 955 19, and the staff said: The most important thing is the policy number and relevant facts.
Staff: Tell us the policy number directly, tell us the facts, and we will give feedback, and then transfer it to the marketing unit, which will answer the customers.
Step 3: Complain and wait for the result of complaint handling.
According to the Complaint Management Measures, insurance companies must designate special personnel to handle consumer complaints, and insurance companies can no longer "kick the ball". In the customer service telephone, China Life has set up different auto insurance and life insurance claims channels.
The Measures require that complaints about insufficient insurance consumption with clear facts and simple disputes be handled within 10 working days from the date of acceptance. Other complaints shall be decided within 30 days from the date of acceptance. At the same time, if there is any objection to the decision, it can be resolved through insurance dispute mediation mechanism or litigation arbitration. And within 30 days from the date of receiving the decision, apply in writing to the China Insurance Regulatory Commission for verification.
Once the opinions are adopted, the CIRC and the Insurance Regulatory Bureau will warn the responsible persons of relevant insurance companies, conduct supervision talks and issue supervision letters to help consumers recover relevant economic losses. Some netizens said that after they complained to 12378, the insurance company immediately called to show goodwill.
The CIRC will publish the complaint data of major insurance companies every year. Generally speaking, if the ranking of insurance companies is poor, it will be unfavorable to the company's subsequent development, so insurance companies must be most afraid of consumer complaints to the CIRC.
Why is 12378 always disconnected? 1. Call 12378 Is it useful to surrender insurance?
12378 is the telephone number of China Banking Insurance Regulatory Bureau, which is mainly used for insurance consumers' rights protection complaints. It may be useful to call 12378 only if the insurance company violates the rules but refuses to surrender. For example, I bought it unwittingly and unwillingly. If the complainant fails to negotiate with the insurance company in advance, he can call the Banking Insurance Regulatory Bureau to complain that the insurance company has violated the rules in the sales process and needs to provide certain evidence.
After the regulatory part accepts it, if the situation is true, the regulatory department will put pressure on the insurance company, and the insurance company will agree to surrender. However, it should be noted that malicious complaints are illegal. If the insurance company does not violate laws and regulations and the insured fabricates threats, the insurance company has the right to call the police and investigate its criminal responsibility.
2. What should I do if I can't call 12378 for insurance surrender?
The insurance surrender telephone number 12378 must be dialed during working hours, that is, it must be dialed during working hours on weekdays, usually between 9:00- 17:00 from Monday to Friday. It is not recommended to dial during lunch break, and it is generally impossible to get through on weekends. If you can't get through, you can do it in the following ways:
1. Online communication and consultation can be conducted in official website, China Banking and Insurance Regulatory Commission, so that China Banking and Insurance Regulatory Commission can have a basic understanding of telephone complaints;
2. The first call is generally difficult to get through, so wait patiently for a few round trips. After the call is dialed, try to choose manual service according to the prompt tone;
3. If you can't get through all the time, you can go to official website China Banking and Insurance Regulatory Commission WeChat platform and leave a message.
3. What is the impact of the insurance surrender telephone number 12378 on insurance companies?
1, the complaint is unfounded. If the complaint is wrong or the customer has no reason to complain, the CIRC will decide that the complaint is not established and will not be included in the total complaint. Insurance companies generally have no complaint records.
2. If the complaint is established, it will have a great impact on the insurance company. The insurance company needs to deal with the complainant as soon as possible, and the CIRC may impose fines and other penalties on the insurance company according to the type of violation and the amount involved.
3. Word of mouth. Because of the complaint of 12378, the reputation and image of the insurance company may be adversely affected, and the subsequent development of the insurance company will be seriously affected. The most important thing for insurance companies is word of mouth.
4. Media influence. If the complaint is established, China Banking and Insurance Regulatory Commission or relevant departments may release the results of complaint verification. If the media also publishes it, it will have a greater negative impact on insurance companies.