Transmission,Impact And Governance Of Insurance Complaints

Insurance industry has entered the stage of high-quality development in China.There are many problems such as moral hazard and adverse have restrict insurance development in a long-term,because of conflicts between insurance consumers and insurance corporate.Since the resumption of insurance business in China,the disadvantages of pursuing rapid development of insurance industry have become more and more obvious.The infringement of consumer’s rights and interests has gradually become a stubborn disease in the insurance market and has become an obstacle to the high-quality development of the insurance industry.Insurance industry to return to its roots,strengthen market supervision has become the industry consensus.In order to meet the requirements of high-quality development,it is particularly important to effectively solve the existing problems in the insurance industry.How to solve the repeated infringement of consumer rights in the insurance market? How to standardize the behavior of insurance company,make insurance company value consumer rights and interests? How to ensure effective supervision?Such problems urgently need to be solved.In order to solve the above problems,this paper takes insurance consumers’ complaints as the key variable,and explains the reasons why insurance consumers’ rights cannot be avoided based on the twin peaks regulation theory,consumer sovereignty theory and information asymmetry theory.Through the data of insurance consumers’ complaints,the key problems and changing trends of insurance consumers’ complaints are sorted out,and the main problems of insurance consumers’ rights as well as the significant reasons of complaints are clarified.Combined with principal-agent theory and signal transmission theory,the micro conduction model of insurance consumer complaints is proposed,and the role of insurance consumer complaints in insurance supervision,protection of insurance consumer rights and interests,and code of conduct for insurance companies is deduced.Furthermore,this paper analyzes the effect and mechanism of insurance consumer complaints on insurance consumption by using the dual difference model and insurance consumption data at the city level.The influence of insurance consumer complaints on insurance company’s business performance and service improvement and its influencing mechanism are analyzed by using difference in difference(DID)model.Finally,this paper puts forward specific measures for insurance regulation,protection of insurance consumers’ rights and interests and insurance company governance,and puts forward effective suggestions for fundamentally solving the insurance industry’s stubborn problems.Possible innovations in this paper mainly lie in the following aspects:(1)To study the protection of insurance consumers’ rights and interests from the perspective of insurance consumer complaints.From two levels of statistics and theoretical analysis,it systematically analyzes and discusses the mechanism and performance of insurance consumer complaints.In particular,in the division of life insurance,it analyzes the infringement of the rights and interests of insurance consumers and the complaints of insurance consumers.It also analyzes the impediment of insurance consumer rights infringement to the high-quality development of insurance,and then theoretically demonstrates the positive and beneficial role of insurance consumer complaints as external supervision.(2)Using principal-agent theory and signal transmission theory,the transmission mechanism of insurance consumer complaints is formed,and the source of insurance consumer rights protection and governance is revealed.Further,the thesis expands the principal-agent theory and the theoretical model of signal transmission,and focuses on analyzing the conduction model of insurance consumer complaints to insurance companies and insurance consumer market,and its application in insurance governance and insurance market.Become a new extension of insurance company governance and insurance market research.(3)The thesis breaks through the traditional theoretical research ideas and questionnaires to study the rights and interests of insurance consumers,and innovatively designs a quasi-natural experiment.This paper systematically analyzes the impact and impact of insurance consumer complaints on insurance consumption and performance of insurance companies,and provides positive and favorable real evidence for the research on the influencing factors of insurance consumption and the external governance of insurance companies.(4)The thesis argues and proposes that the insurance consumer complaint hotline is the main way to protect rights and interests,and studies the impact of insurance consumer complaints on insurance consumption and performance of insurance companies.The insurance consumer complaint hotline significantly reduces the performance of companies with poor consumer rights protection,and finds that the commission incentive system increases the difficulty of consumer rights protection,and companies with high commission incentives are more seriously affected by insurance consumer complaints.At the same time,through empirical analysis,it finds the promotion effect of insurance consumer complaint hotline on insurance consumption,and discovers the intermediary role of financial development and the construction of the rule of law.A series of findings and academic viewpoints of the paper have certain academic value and positive practical significance for insurance consumer complaint governance and consumer rights protection.