2023年安盛天平第一次消保工作会议
AXA Tianping Hosts first Consumer Protection Work Conference in 2023
为切实做好全司2022年消保监管评价工作，为2023年消保机制体制建设工作的开展打好基础，安盛天平第一次全辖消保工作会议于1月12日召开。安盛天平首席执行官左伟豪、首席理赔和客服官阳勇、总公司相关领导、各分公司负责人及全司消保专员参加了会议。
会议首先由左总对消保工作进行指示，作为安盛天平消保工作的第一责任人，左总强调了在当前市场竞争压力现状下，消保、客户满意是我司提升竞争力的重要指标，总部管理层、各部门、各分支机构都要重视消保工作，投入足够的公司资源。要保证数据的严谨和真实性，也希望在自评过程中积极挖掘更高效的工作流程。阳总则要求各机构负责人要亲自严格把关消保自评工作，保证提交材料的准确、有效、全面。并建议各机构与当地监管保持密切的沟通交流，跟进监管的工作方向，提升消保管理水平。对于那些消保评价差，给公司带来严重不良后果的机构，责任人将会受到严厉处罚。
之后，总公司客户服务部对2022年的消保监管评价工作进行了部署和指导，将消保评价的重要性和总公司的消保评价工作安排进行了阐述，对各地的消保评价工作要点进行分析，提醒机构要避免上年评价中出现的问题。会议的最后部分，客服部对银保监会新近下发的《银行保险机构消费者权益保护管理办法》（委员会令2022年第9号）进行了文件解读，阐明了此管理办法的重要程度，对文件的新要求、新特点进行概括，分析了办法的主要内容，提醒各机构、各业务部门认真学习文件内容，做好制度要求的差距分析，制定落实文件要求的行动计划，切实做好消费者权益保护工作。
AXA Tianping’s first consumer protection work conference was held on January 12 to evaluate the company’s consumer protection supervision and evaluation work in 2022, and to lay a solid foundation for the construction of the consumer protection mechanism and system in 2023. Kevin Chor, CEO of AXA Tianping, Yang Yong, Chief Claims and Customer Service Officer, relevant HQ executives, branch heads and the company’s consumer protection specialists all attended the meeting.
At the meeting, Mr. Chor gave guidelines on consumer protection. As the primary person in charge of AXA Tianping’s consumer protection work, Mr. Chor emphasized that under the current pressure of market competition, consumer protection and customer satisfaction are the key to maintaining competitiveness. HQ, management departments and all branches must pay attention to consumer protection work and sufficiently invest company resources. Beyond ensuring the rigor and authenticity of data, more efficient workflows during the self-assessment process need to be explored. Yang requested that the head of each institution personally and strictly supervise the self-assessment of consumer protection to ensure the accuracy, validity and comprehensiveness of the submitted materials. He also suggested that each department and organization should maintain close communication with local regulatory agencies to follow up on the direction of supervision and improve the level of consumer protection management. Organizations with a poor consumer protection evaluation will bring serious adverse consequences to the company, and the person responsible will be severely punished.
Afterwards, HQ’s customer service department reported on the consumer protection supervision and evaluation work in 2022, expounding the importance of consumer protection evaluation, and explained the importance of conducting analysis to avoid similar problems that appeared in the previous year’s evaluation. Finally, the customer service department interpreted the Central Committee’s “Administrative Measures for the Protection of Consumer Rights and Interests of Banking and Insurance Institutions” recently issued by the China Banking and Insurance Regulatory Commission, and clarified the importance of this management method, summarizing the new requirements and new features of the document, analyzing the main content of the measures, reminding all institutions and business departments to study the contents of the document carefully, analyze the gaps in the system requirements, formulate an action plan to implement the requirements of the document, and effectively protect the rights and interests of consumers. conservation work.