People’s Network Weifang August 13th
Recently, a Weifang netizen reported to reporters in the "Sunshine Connection" column of Qilu. com that a Pacific insurance product he bought was "paid the premium" without his signature confirmation. In the past three months, he has complained to Pacific Insurance Company for more than 10 times and failed to get a satisfactory answer.
It’s inconvenient to buy telemarketing insurance products, and a lot of troubles come to you.
On the afternoon of August 9, the reporter met with Mr. Lu Wentai, a netizen who reported to Qilu. com, in Weifang. Mr. Lu told reporters that on May 22nd this year, he bought a product of Pacific Insurance Company by means of telemarketing. The main insurance was "Geely Bao B endowment assurance" and the additional insurance was "Additional Geely Bao Accident Insurance".
"At that time, it was clearly stated on the phone that you signed the receipt and we asked the courier to take it back, and this insurance contract came into effect." Mr. Lu said.
The staff member mentioned in Mr. Lu’s speech is named Sun Jie, who is a telemarketer of Pacific Insurance Company. It was through his introduction that Mr. Lu felt that this "Geely Bao B endowment assurance" was helpful to himself, and he moved the idea of buying it. "I feel that Pacific Insurance is a big company, and it doesn’t cost much to save more than 100 yuan a month, so I want to buy one."
Mr. Lu feels that this guaranteed insurance with a payment period of 15 years only needs to pay a premium of 185 yuan per month. According to this amount, it will cost about 30,000 yuan. Out of consideration that he did not cause unnecessary economic burden, Mr. Lu reached a purchase intention with Sun Jie, a telemarketer, and received the Confirmation of Telephone Sales Accident Insurance Business and the original insurance contract from Pacific Insurance Company on May 22nd.
"It was delivered by ZJS, but the other courier didn’t take the receipt away." The courier turned around and left, and Mr. Lu didn’t send it back, so the "company retention copy" of the insurance confirmation was still in his own hands, but Mr. Lu later found out that the contract had come into effect. In this regard, he was very upset and told his situation to the telephone call-back staff of Pacific Insurance Company.
The next day, the sales supervisor at the next higher level of the telemarketers of Pacific Insurance Company paid a return visit. When Mr. Lu reflected his own problems again, he got the answer: "We will let the courier company contact you immediately and get the receipt back."
The money that has not been confirmed in the insurance contract has been drawn away.
After waiting for more than two days, the courier didn’t come to pick up the receipt, which made Mr. Lu anxious. The call reflected many times, and the other party’s supervisor had made a promise, but the problem was not solved, which made Mr. Lu feel a little overwhelmed.
But just then, a strange thing happened. Once again, he received a phone call from the telemarketer named Sun Jie. On the phone, the other party actually took Mr. Lu as the marketing target again and kept introducing the insurance business. The careful Mr. Lu recognized the other party’s voice, and through a kind reminder, the salesperson realized that his work had made a mistake.
"We’ll solve this matter immediately. If it can’t be solved, you can surrender your insurance immediately." Sun Jie, a salesman, promised on the phone that if the courier didn’t take the receipt, Mr. Lu could immediately surrender his insurance.
However, something unexpected happened to Mr. Lu. By checking his bank account, he found that on May 22nd, the 370 yuan cash in his account had been drawn away by Pacific Insurance Company.
The reporter saw in the Confirmation of Telephone Sales Accident Insurance Business provided by Mr. Lu that the words "two months’ premium is required in the first month" were written in the column of payment method. According to the monthly premium of 185 yuan marked in the insurance contract, two months just happened to be the premium of 370 yuan, which has been deducted from Mr. Lu’s account by Pacific Insurance Company.
Repeated telephone complaints have not been answered for months.
"I have complained more than 10 times before and after, and there has been no feedback since I complained." Mr. Lu told reporters helplessly.
From the day when he got the insurance policy on May 22nd, it became common for Mr. Lu to call the complaint number of Pacific Insurance Company 95500. This situation continued until August 6th when Mr. Lu received a call from Jinan Branch of Pacific Insurance Company.
"The provincial company said to give me a full refund, saying that you can go directly to the (Weifang) branch and get the money back." At first, the happy Mr. Lu thought that the matter had finally been solved, but what he never expected was that the money had not been obtained, and he was also "splashed with cold water".
After learning about Mr. Lu’s situation, the staff of Weifang Branch of Pacific Insurance Company said: "This situation is easy to surrender by phone. Why did you come to our side to surrender?" Mr. Lu is puzzled by this.
The staff asked Mr. Lu to sign a request for instructions with "receipt form for application materials of security business", and told Mr. Lu that their Weifang branch needed to contact the electricity sales department at the headquarters, and the refund could only be made after confirmation. "In terms of time, the payment can be made as soon as next week."
After waiting for another three days, Mr. Lu didn’t get an answer until today.
Question 1: Why is the caliber of customer service staff not uniform?
"The telemarketers made it very clear that the receipt was brought back by express delivery, and the business staff of the company who finally interviewed said that they wanted me to send it back to them. Why didn’t you make it clear at that time?" Mr. Lu questioned.
In the process of selling insurance to Mr. Lu, the telemarketer named Sun Jie never mentioned that the policy receipt needed to be mailed back by Mr. Lu, only that the courier would take it away.
However, when Mr. Lu complained, he got a reply from the relevant person in charge of Pacific Insurance Company that "our salesman is not very professional". On August 2, the Shanghai head office replied to Mr. Lu, "This matter is due to their operational error, and I should send it back." The other party said that according to common sense, Mr. Lu should send the policy receipt back, but Sun Jie, the salesman of the other party, didn’t mention anything about it.
Question 2: Who will make up for the losses caused during the hesitation period?
"If I surrender my insurance during the hesitation period, I will have a loss, but the contract took my money away without taking effect. Why not compensate me for the loss?" Mr. Lu questioned.
Mr. Lu thinks that Pacific Insurance Company is too "active" in collecting premiums, and the insurance company’s "high efficiency" in collecting money hurts the insured. "I didn’t confirm it. Why did you give me my money first?" The uneasy Mr. Lu had no choice but to transfer all the cash in the bank card.
Mr. Lu thinks this is a kind of overlord clause. He is completely in a passive position, and the money in his account is beyond his control. Who should be responsible for the losses caused by this?
Question 3: More than ten complaints failed, and confidence in insurance was exhausted.
"Every time the customer service staff said that I recorded the situation, I basically didn’t wait for feedback, and the other party was always shirking." Mr. Lu said helplessly. Until August, the staff of Jinan Branch called and admitted that this was a mistake in their work, and the company could apply for full surrender. This was the only definite answer that Mr. Lu got in three months.
Mr. Lu told reporters that he now has no trust in the insurance industry. Because during this period, he complained to the insurance industry association in Weifang, and the other party asked Mr. Lu to directly find the Pacific Insurance Company. Mr. Lu called the Provincial Insurance Regulatory Commission to complain, and the call was almost unsuccessful. Occasionally, the other party only recorded it and learned something about the policy receipt.
At present, Mr. Lu hopes that this telemarketing insurance can be surrendered normally, and then he hopes that the staff of Pacific Insurance Company can come forward to explain it. However, for insurance products, he said that he would not buy them again. In his opinion, it is so difficult to surrender. What will happen if there is a claim?
"I no longer have the idea of buying all the insurance." Mr. Lu said helplessly.
Subsequently, the reporter got in touch with the electricity sales department of Shandong Branch of Pacific Insurance Company through the number provided by Mr. Lu. A staff member named Wang Xiaopu told the reporter that they received the notice of surrender from Mr. Lu on July 19, and returned the premium of 370 yuan to Mr. Lu’s account on August 7, but did not inform them in time. When the reporter questioned why Pacific Insurance Company took the premium away on May 22nd without the customer’s signature? "Our company charges first, and it has been agreed with customers," said Wang Xiaopu.
The reporter then dialed the customer service number 95500 of Pacific Insurance Company, and responded the three questions questioned by Mr. Lu to the staff with the work number of 62659. The staff member recorded the reporter’s reaction and told the reporter that the relevant person in charge would give a reply within three working days. Qilu. com Financial Channel will continue to pay attention to this matter. (Original Qilu. com)