In 2008 the overall service life of the three major aspects to be qualified to improve

And hearing the news on November 28 in Beijing issued by the National Life Insurance Company in 2008 customer satisfaction survey in 2008 the overall life insurance customer satisfaction in general, most customers would like to improve the life insurance companies in three areas: the renewal of insurance policies Services, information to inform and remind the timeliness of claims services.

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The survey by the China Insurance Regulatory Commission guidance, and Beijing open Consulting Co., Ltd. implementation of the completion of the Di. Research involving 34 Chinese and foreign insurance companies, 30 cities, 22,000 sample size.

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Research showed that 57.3 percent of customers surveyed are very satisfied with the life insurance customer service or relatively satisfied with the Chinese-funded companies in which customer satisfaction was higher than that of foreign investment / joint ventures, were 57.7% and 43.6%. In the 34 surveyed companies, customer satisfaction high to low in the previous five companies followed by Ping An Life Insurance, ING, Skandia Life, Cathay Life Insurance and China Life Insurance (601,628, it shares); customer satisfaction Lower after five companies from low to high investment followed by CIGNA, Hai Kang Life, Life China and Thailand, in Baokang Alliance and the John Hancock Tianan.

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Products, 58.2 percent of surveyed customers of the company's life insurance products, the overall evaluation satisfied or very satisfied. Customer service, 64.4 percent of the customer service life insurance company was satisfied or very satisfied. However, the handling of complaints from customers, surveyed 366 customers who have received customer complaints, of which only 22.3 percent of customers expressed satisfaction with the handling of complaints or satisfied.

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The survey also shows that customers want most life insurance companies improved three aspects: the renewal of the policy services (15.1 percent), information notice to remind the timeliness (14.9 percent) and claims services (11.3 percent). Customer service these three requirements were significantly higher than for other services.

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In addition, although the insurance marketing code of conduct for members has made a more obvious improvement, but the exhibition industry has yet to be further regulate behavior. 8.4 percent surveyed believe that customer marketing staff outside of the contract made or implied commitment, 6% of those surveyed believe that customer marketing staff induced customers to the insurance companies do not accurately informed, 12.1 percent of surveyed customers that the policy terms and marketing staff On very different.

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