2023年安盛消保专员培训工作会议圆满召开
2023 AXA Consumer Protection Specialist Training Held Successfully
春华秋实，继往开来。9月21日，在历史文化底蕴深厚的贵阳，安盛天平客户服务部召开了以“践行安盛客户承诺，打造消保专业团队”为主题的全司消保专员培训工作会议。
会议伊始，总经理助理兼首席理赔和客服官阳勇为本次会议作开场致辞。消保工作是金融行业保障广大消费者权益的重要机制，因此保险机构应依法提供公平、透明、负责任的产品和服务，确保消费者的利益得到充分保障。他特别强调，“消保工作和投诉工作是公司的重中之重，所有人都需要关注和认真对待。”
接下来，由客户服务部总经理郑劼主持本次会议的主要议程，他向与会人员分享了公司消保工作以及向集团标准学习的成果。他表示，“消保是公司对客户的契约精神，消保11项机制是对保险公司内部管理的一种检验。”接下来会议回顾了2021年消保评价成绩——通过一年的努力，公司2022年消保评价初步达到预期，9家机构（含总公司）评级达到二级B以上，13家机构达到二级C以上。
下午，与会人员分成6个小组，深入讨论关于营销宣传审查、产品和服务消保审等议题。讨论过程中，大家专注，投入，不断涌现新的想法和思路，使未来的消保工作方向更明确。
与会人员表示，此次会议让总部和各机构的消保专员之间有了更深入的沟通，大家分享经验、碰撞思想，对营销宣传审查和服务消保审查的工作要求有了更明确的了解，为后续机构层面的消保提供了新思路。
On September 21 in Guiyang, a city with profound historical and cultural heritage, the Customer Service Department held a company-wide consumer protection specialist training meeting with the theme of “fulfilling AXA’s customer commitments and building a professional consumer protection team.”
At the beginning of the meeting, Yong YANG, Assistant General Manager and Chief Claims and Customer Service Officer, gave an opening speech for the meeting. Consumer protection is an important mechanism for the financial industry to protect financial consumers. Therefore, insurance institutions should provide fair, transparent, and responsible products and services in accordance with the law to ensure that the interests of consumers are fully protected. “Consumer protection and complaint work are the company’s top priorities, and everyone needs to pay attention and take them seriously,” emphasized Yong YANG.
Next, Customer Services General Manager Jie ZHENG presided over the main agenda of this meeting. He shared the results of AXA Tianping’s consumer protection work and the learnings for group standards with the participants. “Consumer protection is at the core of the company’s contract with its customers, and the 11 mechanisms of consumer protection are a test of the internal management of the insurance company,” Zheng Jie said. The meeting first reviewed the 2021 consumer protection evaluation results. After one year of hard work, the 2022 consumer protection evaluation has met initial expectations. 9 institutions (including the head office) have been rated Level 2 B or above, and 13 institutions have been rated Level 2 C or above.
In the afternoon, the participants were divided into six groups to discuss in-depth issues such as marketing promotion review, product and service consumer protection review, and more. During the discussion, everyone was focused and engaged, and new ideas and ideas continued to emerge, making the direction of future consumer protection work clear.
Participants said that this meeting allowed for more in-depth communication between the consumer protection specialists from the headquarters and various agencies. Everyone shared experiences, discussed ideas, and had a clearer understanding of the work requirements for marketing and communications audits and consumer service protection audits. This understanding will provide new ideas for subsequent consumer protection at the institutional level.