Reporter Xu Beibei and Qian Linhao reported that recently, the Consumer Rights Protection Bureau of the China Banking and Insurance Regulatory Commission released a notice on consumer complaints in the banking industry in the third quarter of 2022 and a notice on consumer complaints in the insurance industry in the third quarter of 2022 (hereinafter referred to as the "notice"), which reported on the banking and insurance industry consumer complaints received and transmitted by the China Banking and Insurance Regulatory Commission and its dispatched agencies.

The Notice points out that the China Banking and Insurance Regulatory Commission and its dispatched offices received and forwarded a total of 75627 consumer complaints from the banking industry in the third quarter of 2022. Among them, 19870 large state-owned commercial banks were involved, accounting for 26.3% of the total number of complaints; 30450 joint-stock commercial banks, accounting for 40.3%; 420 foreign-funded corporate banks, accounting for 0.6%; 12342 urban commercial banks (including private banks), accounting for 16.3%; 5402 rural small and medium-sized financial institutions, accounting for 7.1%; 7143 other banking and financial institutions, accounting for 9.4%.

According to the Announcement, in the third quarter of 2022, there were 38016 complaints related to credit card business, accounting for 50.3% of the total number of complaints; 24743 complaints related to personal loan business, accounting for 32.7% of the total number of complaints; 3195 complaints related to wealth management business, accounting for 4.2% of the total number of complaints.

In terms of insurance consumption complaints, the "Notice" pointed out that the China Banking and Insurance Regulatory Commission and its dispatched agencies received and forwarded a total of 32726 insurance consumption complaints in the third quarter of 2022. Among them, 12203 cases involving property insurance companies accounted for 37.29% of the total number of complaints; Personal insurance companies have 20523 cases, accounting for 62.71%.

According to the Announcement, in the third quarter of 2022, there were 9805 claims disputes and complaints from property insurance companies, accounting for 80.35% of the total number of complaints from property insurance companies; 851 sales dispute complaints, accounting for 6.97%. There were 5333 complaints from property insurance companies regarding motor vehicle insurance disputes, accounting for 43.70% of the total number of complaints from property insurance companies; 3334 complaints about other insurance disputes involving property insurance such as COVID-19 isolation related insurance, accounting for 27.32%.

In the third quarter of 2022, personal insurance companies had 10938 complaints related to sales disputes, accounting for 53.30% of the total number of complaints from personal insurance companies; There were 5363 complaints regarding surrender disputes, accounting for 26.13%. There were 9939 complaints from life insurance companies involving ordinary life insurance disputes, accounting for 48.43% of the total number of complaints from life insurance companies; There were 4289 complaints about disease insurance disputes, accounting for 20.90%.

The China Banking and Insurance Regulatory Commission will strictly follow the "Management Measures for Handling Consumer Complaints in the Banking and Insurance Industry" to continue to increase the supervision of complaint handling, urge banking and insurance institutions to fulfill their main responsibilities, solidly carry out complaint handling work, strengthen source governance, improve service quality, and safeguard the legitimate rights and interests of consumers.