China Banking and Insurance Regulatory Commission released a report on consumer complaints in the banking and insurance industries in the fourth quarter of 2022.

Cctv newsAccording to the website of China Banking and Insurance Regulatory Commission, recently, the Consumer Protection Bureau of China Banking and Insurance Regulatory Commission, China issued the Circular on Consumer Complaints in the Banking Industry in the Fourth Quarter of 2022 and the Circular on Consumer Complaints in the Insurance Industry in the Fourth Quarter of 2022 (hereinafter referred to as the Circular), which informed the consumer complaints in the banking industry and insurance industry received and forwarded by China Banking and Insurance Regulatory Commission and its dispatched offices.

According to the Circular, in the fourth quarter of 2022, China Banking and Insurance Regulatory Commission and its agencies received and forwarded 69,555 consumer complaints from the banking industry. Among them, 21,559 large state-owned commercial banks were involved, accounting for 31.0% of the total complaints; 26,247 joint-stock commercial banks, accounting for 37.7%; 341 foreign-funded corporate banks, accounting for 0.5%; 11,202 city commercial banks (including private banks), accounting for 16.1%; 3,872 small and medium-sized financial institutions in rural areas, accounting for 5.6%; There were 6,334 other banking financial institutions, accounting for 9.1%.

According to the Circular, the median number of complaints from large state-owned commercial banks is 3,406.5, the average number of complaints per thousand outlets is 248.8, and the average number of complaints per ten million individual customers is 51.9. The median number of complaints of joint-stock commercial banks is 2290.0, the average number of complaints per thousand outlets is 1561.8, and the average number of complaints per ten million individual customers is 303.9. The median number of complaints from foreign-funded corporate banks is 22.5, the average number of complaints per thousand outlets is 598.4, and the average number of complaints per ten million individual customers is 360.0.

According to the Circular, in the fourth quarter of 2022, there were 29,981 complaints about credit card business, accounting for 43.1% of the total complaints. Among the complaints involving large state-owned commercial banks, there are 7251 complaints about credit card business, accounting for 33.6% of the total complaints of large state-owned commercial banks; Among the complaints involving joint-stock commercial banks, there are 19,673 complaints about credit card business, accounting for 75.0% of the total complaints of joint-stock commercial banks; Among the complaints involving foreign-funded corporate banks, there are 155 complaints about credit card business, accounting for 45.5% of the total complaints of foreign-funded corporate banks.

In the fourth quarter of 2022, there were 28,545 complaints about personal loan business, accounting for 41.0% of the total complaints. Among the complaints involving large state-owned commercial banks, there are 9,625 complaints about personal loan business, accounting for 44.6% of the total complaints of large state-owned commercial banks; Among the complaints involving joint-stock commercial banks, there were 3739 complaints about personal loan business, accounting for 14.2% of the total complaints of joint-stock commercial banks; Among the complaints involving foreign-funded corporate banks, there are 134 complaints about personal loan business, accounting for 39.3% of the total complaints of foreign-funded corporate banks.

In the fourth quarter of 2022, there were 4,476 complaints about wealth management business, accounting for 6.4% of the total complaints. Among the complaints involving large state-owned commercial banks, there were 1473 complaints about wealth management business, accounting for 6.8% of the total complaints of large state-owned commercial banks; Among the complaints involving joint-stock commercial banks, there are 1647 complaints about wealth management business, accounting for 6.3% of the total complaints of joint-stock commercial banks.

According to the Circular, in the fourth quarter of 2022, China Banking and Insurance Regulatory Commission and its agencies received and forwarded 22,189 complaints about insurance consumption. Among them, there were 7689 cases involving property insurance companies, accounting for 34.65% of the total complaints; There are 14,500 life insurance companies, accounting for 65.35%. The median number of complaints about 100 million yuan premium of property insurance companies is 3.69 pieces/100 million yuan, and the median number of complaints about 10,000 policies is 0.25 pieces/10,000 pieces. The median number of complaints about 100 million yuan premium of life insurance companies is 1.59/100 million yuan, the median number of complaints about 10,000 policies is 0.20/10,000, and the median number of complaints about 10,000 people is 0.06/10,000.

According to the Circular, in the fourth quarter of 2022, there were 5,859 complaints about claims disputes involving property insurance companies, accounting for 76.20% of the total complaints of property insurance companies; There were 623 complaints about sales disputes, accounting for 8.10%. Property insurance companies have 3557 complaints about motor vehicle insurance disputes, accounting for 46.26% of the total complaints of property insurance companies; There were 1,686 complaints about other insurance disputes involving COVID-19 epidemic-related insurance and other property insurance, accounting for 21.93%.

According to the Circular, in the fourth quarter of 2022, there were 7341 complaints about sales disputes from life insurance companies, accounting for 50.63% of the total complaints from life insurance companies. There were 3980 complaints about surrender disputes, accounting for 27.45%. There were 7593 complaints about ordinary life insurance disputes from life insurance companies, accounting for 52.37% of the total complaints from life insurance companies; There were 2614 complaints about sickness insurance disputes, accounting for 18.03%.

China Banking and Insurance Regulatory Commission, China will continue to strengthen the supervision of consumer complaint handling in strict accordance with the Administrative Measures on Consumer Complaint Handling in Banking and Insurance Industry, urge banks and insurance institutions to earnestly perform the main responsibility of consumer complaint handling, strengthen the source management of complaints, improve service quality and safeguard the legitimate rights and interests of consumers.