涉及保险消费者利益投诉情况统计表(二)
(产险公司、中介机构及其他保险公司,续上表)
制表单位:保监会消保局
公司
| 投诉总量
| 亿元保费投诉量
| 投诉量(个)
| 排名
| 占比
| 投诉量(个/亿元保费)
| 排名
| 产险公司
| 人保财险
| 683
| 1
| 10.27%
| 0.68
| 34
| 平安财险
| 449
| 2
| 6.75%
| 0.92
| 25
| 太保财险
| 295
| 3
| 4.44%
| 0.84
| 28
| 阳光财险
| 205
| 4
| 3.08%
| 2.87
| 6
| 安邦财险
| 116
| 5
| 1.74%
| 3.17
| 3
| 中华财险
| 92
| 6
| 1.38%
| 0.69
| 33
| 大地财险
| 87
| 7
| 1.31%
| 0.97
| 23
| 国寿财险
| 78
| 8
| 1.17%
| 0.69
| 32
| 天安保险
| 65
| 9
| 0.98%
| 1.59
| 15
| 华安财险
| 62
| 10
| 0.93%
| 2.10
| 10
| 天平车险
| 61
| 11
| 0.92%
| 2.75
| 7
| 永诚财险
| 49
| 12
| 0.74%
| 1.56
| 16
| 永安财险
| 47
| 13
| 0.71%
| 1.27
| 18
| 太平财险
| 36
| 14
| 0.54%
| 0.98
| 22
| 华泰财险
| 30
| 15
| 0.45%
| 1.04
| 21
| 都邦财险
| 29
| 16
| 0.44%
| 1.79
| 12
| 信达财险
| 28
| 17
| 0.42%
| 2.98
| 5
| 渤海财险
| 25
| 18
| 0.38%
| 3.14
| 4
| 长安责任
| 19
| 19
| 0.29%
| 2.12
| 8
| 紫金财险
| 18
| 20
| 0.27%
| 1.71
| 13
| 民安保险
| 17
| 21
| 0.26%
| 1.59
| 14
| 安诚财险
| 14
| 22
| 0.21%
| 1.97
| 11
| 安华农险
| 13
| 23
| 0.20%
| 1.26
| 19
| 英大财险
| 13
| 24
| 0.20%
| 0.41
| 35
| 利宝保险
| 11
| 25
| 0.17%
| 3.22
| 2
| 浙商财险
| 10
| 26
| 0.15%
| 0.95
| 24
| 鼎和财险
| 8
| 27
| 0.12%
| 0.80
| 31
| 大众保险
| 7
| 28
| 0.11%
| 0.83
| 29
| 华农财险
| 6
| 29
| 0.09%
| 3.57
| 1
| 安联财险
| 6
| 30
| 0.09%
| 2.11
| 9
| 中银保险
| 4
| 31
| 0.06%
| 0.22
| 37
| 安盟保险
| 3
| 32
| 0.05%
| 0.92
| 27
| 美亚财险
| 2
| 33
| 0.03%
| 0.35
| 36
| 富邦财险
| 1
| 34
| 0.02%
| 1.45
| 17
| 泰山财险
| 1
| 35
| 0.02%
| 1.14
| 20
| 中意财险
| 1
| 36
| 0.02%
| 0.92
| 26
| 国泰财险
| 1
| 37
| 0.02%
| 0.81
| 30
| 国元农险
| 1
| 38
| 0.02%
| 0.15
| 38
| 阳光农险
| 1
| 39
| 0.02%
| 0.05
| 39
| 产险其他
| 6
|
| 0.09%
|
|
| 小计
| 2600
|
| 39.09%
| 0.93
|
| 中介机构
| 兼业代理
| 93
|
| 1.40%
|
|
| 专业代理
| 32
|
| 0.48%
|
|
| 其他中介机构
| 2
|
| 0.03%
|
|
| 小计
| 127
|
| 1.91%
|
|
| 其它
| 人保集团
| 1
|
| 0.02%
|
|
| 总计
|
| 6651
|
| 100.00%
|
|
|
附表3:
涉及保险消费者利益投诉情况统计表(三)
(按险种分)
制表单位:保监会消保局 2012年上半年
险种分类 | 投诉量(个) | 一级险种 | 二级险种 | 三级险种 | 财产险 | 车险 | 交强险 | 376 | 商业车险 | 1588 | 车险其他 | 361 | 小计 | 2325 | 车贷险 | 1 | 房贷险 | 10 | 企财险 | 27 | 货运险 | 29 | 其他财产险 | 农业险 | 15 | 工程险 | 10 | 责任险 | 17 | 船舶险 | 5 | 家财险 | 20 | 保证信用险 | 7 | 其他 | 54 | 合计 | 2520 | 人身险 | 寿险 | 普通寿险 | 405 | 分红险 | 1799 | 投连险 | 67 | 万能险 | 263 | 小计 | 2534 | 健康险 | 疾病险 | 232 | 医疗险 | 169 | 健康险其他 | 45 | 小计 | 446 | 意外伤害险 | 338 | 其他人身险 | 813 | 合计 | 4131 | 总计 | 6651 |
附表4:
涉及保险消费者利益投诉情况统计表(四)
(按投诉事项分)
制表单位:保监会消保局 2012年上半年
被信访主体 | 投诉事项 | 被投诉主体 | 投诉量(个) | 去年同期 | 占比 | 同比 | 一级分类 | 二级分类 | 三级分类 | 产险公司 | 人身险公司 | 中介 | 其他 | 2012年上半年 | 2011年上半年 | 同比 | 占比 | 2012年上半年 | 2011年上半年 | 同比 | 占比 | 2012年上半年 | 2011年上半年 | 同比 | 2012年上半年 | 2011年上半年 | 同比 | 保险公司 | 违法违规 | 财务违规 | 阴阳单或鸳鸯单 | 13 | 32 | -59.38% | 0.50% | 10 | 2 | 400.00% | 0.25% | | | | | | | 23 | 34 | 0.35% | -32.35% | 撕单、埋单、系统外出单 | 5 | 19 | -73.68% | 0.19% | 5 | 7 | -28.57% | 0.13% | | | | | | | 10 | 26 | 0.15% | -61.54% | 截留保费、赔款 | 13 | 20 | -35.00% | 0.50% | 20 | 15 | 33.33% | 0.51% | | | | | | | 33 | 35 | 0.50% | -5.71% | 小计 | 31 | 71 | -56.34% | 1.19% | 35 | 24 | 45.83% | 0.89% | | | | | | | 66 | 95 | 0.99% | -30.53% | 销售违规 | 不严格执行条款费率 | 37 | 57 | -35.09% | 1.42% | 2 | 4 | -50.00% | 0.05% | | | | | | | 39 | 61 | 0.59% | -36.07% | 擅自拟定条款费率 | 0 | 6 | -100.00% | 0.00% | 4 | 2 | 100.00% | 0.10% | | | | | | | 4 | 8 | 0.06% | -50.00% | 给付不当利益 | 21 | 15 | 40.00% | 0.81% | 13 | 21 | -38.10% | 0.33% | | | | | | | 34 | 36 | 0.51% | -5.56% | 拒保交强险 | 30 | 67 | -55.22% | 1.15% | 0 | 0 | _ | 0.00% | | | | | | | 30 | 67 | 0.45% | -55.22% | 交强险搭售商业险 | 26 | 77 | -66.23% | 1.00% | 1 | 0 | _ | 0.03% | | | | | | | 27 | 77 | 0.41% | -64.94% | 欺诈误导 | 13 | 13 | 0.00% | 0.50% | 1214 | 614 | 97.72% | 30.95% | | | | | | | 1227 | 627 | 18.45% | 95.69% | 假保单 | 8 | 5 | 60.00% | 0.31% | 10 | 4 | 150.00% | 0.25% | | | | 1 | | | 19 | 9 | 0.29% | 111.11% | 销售违规其他 | 66 | 51 | 29.41% | 2.54% | 194 | 99 | 95.96% | 4.95% | | | | | | | 260 | 150 | 3.91% | 73.33% | 小计 | 201 | 291 | -30.93% | 7.73% | 1438 | 744 | 93.28% | 36.66% | | | | 1 | | | 1640 | 1035 | 24.66% | 58.45% | 其他 | 拒不依法理赔或给付 | 28 | 36 | -22.22% | 1.08% | 6 | 3 | 100.00% | 0.15% | | | | | | | 34 | 39 | 0.51% | -12.82% | 小计 | 260 | 398 | -34.67% | 10.00% | 1479 | 771 | 91.83% | 37.70% | | | | 1 | | | 1740 | 1169 | 26.16% | 48.85% | 保险合同纠纷 | 承保纠纷 | 投保程序 | 24 | 6 | 300.00% | 0.92% | 47 | 42 | 11.90% | 1.20% | | | | | | | 71 | 48 | 1.07% | 47.92% | 未尽说明义务 | 9 | 12 | -25.00% | 0.35% | 145 | 120 | 20.83% | 3.70% | | | | | | | 154 | 132 | 2.32% | 16.67% | 保费争议 | 56 | 27 | 107.41% | 2.15% | 9 | 4 | 125.00% | 0.23% | | | | | | | 65 | 31 | 0.98% | 109.68% | 拒绝承保 | 9 | 4 | 125.00% | 0.35% | 14 | 8 | 75.00% | 0.36% | | | | | | | 23 | 12 | 0.35% | 91.67% | 营销扰民 | 108 | 1 | 10700.00% | 4.15% | 115 | 7 | 1542.86% | 2.93% | | | | | | | 223 | 8 | 3.35% | 2687.50% | 承保纠纷其他 | 132 | 36 | 266.67% | 5.08% | 88 | 24 | 266.67% | 2.24% | | | | | | | 220 | 60 | 3.31% | 266.67% | 小计 | 338 | 86 | 293.02% | 13.00% | 418 | 205 | 103.90% | 10.66% | | | | | | | 756 | 291 | 11.37% | 159.79% | 理赔/给付纠纷 | 保险责任 | 280 | 144 | 94.44% | 10.77% | 286 | 112 | 155.36% | 7.29% | | | | | | | 566 | 256 | 8.51% | 121.09% | 损失核定 | 433 | 179 | 141.90% | 16.65% | 48 | 26 | 84.62% | 1.22% | | | | | | | 481 | 205 | 7.23% | 134.63% | 交强险实操 | 14 | 17 | -17.65% | 0.54% | 0 | 0 | _ | 0.00% | | | | | | | 14 | 17 | 0.21% | -17.65% | 领款资格 | 18 | 8 | 125.00% | 0.69% | 11 | 1 | 1000.00% | 0.28% | | | | | | | 29 | 9 | 0.44% | 222.22% | 理赔纠纷其他 | 1113 | 295 | 277.29% | 42.81% | 355 | 90 | 294.44% | 9.05% | | | | | | | 1468 | 385 | 22.07% | 281.30% | 小计 | 1858 | 643 | 188.96% | 71.46% | 700 | 229 | 205.68% | 17.84% | | | | | | | 2558 | 872 | 38.46% | 193.35% | 退保纠纷 | 退保金额 | 15 | 9 | 66.67% | 0.58% | 507 | 97 | 422.68% | 12.92% | | | | | | | 522 | 106 | 7.85% | 392.45% | 退保程序 | 17 | 8 | 112.50% | 0.65% | 66 | 10 | 560.00% | 1.68% | | | | | | | 83 | 18 | 1.25% | 361.11% | 退保纠纷其他 | 43 | 16 | 168.75% | 1.65% | 334 | 130 | 156.92% | 8.51% | | | | | | | 377 | 146 | 5.67% | 158.22% | 小计 | 75 | 33 | 127.27% | 2.88% | 907 | 237 | 282.70% | 23.12% | | | | | | | 982 | 270 | 14.76% | 263.70% | 保全纠纷 | 未及时通知 | 0 | 0 | -- | 0.00% | 56 | 21 | 166.67% | 1.43% | | | | | | | 56 | 21 | 0.84% | 166.67% | 单方变更合同 | 3 | 0 | -- | 0.12% | 17 | 19 | -10.53% | 0.43% | | | | | | | 20 | 19 | 0.30% | 5.26% | 保全程序 | 3 | 0 | -- | 0.12% | 22 | 16 | 37.50% | 0.56% | | | | | | | 25 | 16 | 0.38% | 56.25% | 保全纠纷其他 | 14 | 5 | 180.00% | 0.54% | 144 | 51 | 182.35% | 3.67% | | | | | | | 158 | 56 | 2.38% | 182.14% | 小计 | 20 | 5 | 300.00% | 0.77% | 239 | 107 | 123.36% | 6.09% | | | | | | | 259 | 112 | 3.89% | 131.25% | 保险合同纠纷其他 | 49 | 26 | 88.46% | 1.88% | 180 | 46 | 291.30% | 4.59% | | | | | | | 229 | 72 | 3.44% | 218.06% | 小计 | 2340 | 793 | 195.08% | 90.00% | 2444 | 824 | 196.60% | 62.30% | | | | | | | 4784 | 1617 | 71.93% | 195.86% | 小计 | 2600 | 1191 | 118.30% | 100.00% | 3923 | 1595 | 145.96% | 100.00% | | | | | | | | | | | 保险中介机构 | 违法违规 | 销售误导 | | | | | | | | | 109 | 100 | 9.00% | | | | 109 | 100 | 1.64% | 9.00% | 传销 | | | | | | | | | 0 | 2 | -100.00% | | | | 0 | 2 | 0.00% | -100.00% | 非法集资 | | | | | | | | | 2 | 7 | -71.43% | | | | 2 | 7 | 0.03% | -71.43% | 小计 | | | | | | | | | 111 | 109 | 1.83% | | | | 111 | 109 | 1.67% | 1.83% | 合同纠纷 | 承保纠纷 | | | | | | | | | 6 | 1 | 500.00% | | | | 6 | 1 | 0.09% | 500.00% | 保全纠纷 | | | | | | | | | 2 | 0 | _ | | | | 2 | 0 | 0.03% | _ | 理赔纠纷 | | | | | | | | | 2 | 1 | 100.00% | | | | 2 | 1 | 0.03% | 100.00% | 退保纠纷 | | | | | | | | | 6 | 2 | 200.00% | | | | 6 | 2 | 0.09% | 200.00% | 小计 | | | | | | | | | 16 | 4 | 300.00% | | | | 16 | 4 | 0.24% | 300.00% | 小计 | | | | | | | | | 127 | 113 | 12.39% | | | | 55 | 113 | 0.83% | -51.33% | 合计 | 2600 | 1191 | 118.30% | 100.00% | 3923 | 1595 | 145.96% | 100.00% | 127 | 113 | 12.39% | 1 | | | 6651 | 2899 | 100.00% | 129.42% |
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