CAJ | 학술논문

当前我国保险业正处于调整结构、转型发展的新阶段,传统经营中保险公司“重内部管理、轻客户服务,重公司价值、轻客户利益,重风险防范、轻客户体验”的理念已不能适应新形势的变化。而随着保险市场竞争日益激烈及保险消费者走向成熟理性,消费者已从过去关注保险功能逐步转向更加关注自身体验。如何满足保险消费者关于保护权益的需求,适应权益保护新常态,是保险企业取得先行优势、在激烈的竞争中立足的关键。在阐述保险消费者、消费者权益的概念及意义基金上,介绍了当前保险经营过程关键节点消费者权益保护现状、存在的主要问题及成因,从保险公司、消费者、监管者三个方面提出权益保护的改进措施。
당전아국보험업정처우조정결구、전형발전적신계단,전통경영중보험공사“중내부관리、경객호복무,중공사개치、경객호이익,중풍험방범、경객호체험”적이념이불능괄응신형세적변화。이수착보험시장경쟁일익격렬급보험소비자주향성숙이성,소비자이종과거관주보험공능축보전향경가관주자신체험。여하만족보험소비자관우보호권익적수구,괄응권익보호신상태,시보험기업취득선행우세、재격렬적경쟁중립족적관건。재천술보험소비자、소비자권익적개념급의의기금상,개소료당전보험경영과정관건절점소비자권익보호현상、존재적주요문제급성인,종보험공사、소비자、감관자삼개방면제출권익보호적개진조시。
Currently the insurance business of China is in the new stage of adjusting the structure and transformation development. The traditional operating tendency of insurance business can not fit the change of the new situation. And as the more and more intense competition in the insurance market and the insurance consumers become mature and rational, the consumers have become pay more attentions to their own experiences gradually from the past concerned about the insurance function. The key for insurance enterprises to get the f/rst-mover advantage and keep a foothold in the intense competition is how to meet the insurance consumers＇ needs for rights and interests protection which adapt to the new normal tendency. This paper first described the concept and meaning of the insurance consumers and consumers＇ rights, and then introduced the situation of consumers＇ rights and interests＇ protection and existing problems in the key point of the current insurance operating process. At last the author gave some improvement measures for rights and interests＇ protection in three aspects of insurance enterprises, consumers and regulators.