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The analysis of this study is based on the statistical data which was done by the Financial Ombudsman Institution. It indicated that the number of the complaint cases of life insurance claim were 7,072 and the complaint cases of no life insurance claim were 5,974 ; the deliberative cases of life insurance claim were 3,037 and the deliberative cases of no life insurance claim were 3,084 from 2012 to 2016. Among these cases, there are 57.05% on life insurance claim cases and 48.37% on no life insurance claim which passed the appeal procedure for deliberating. Nowadays, the available accesses for customers to grievance redressal system are as below the service line of life insurer, the Financial Ombudsman Institution, the Consumers Service Center, the Consumer Ombudsman Office, Consumer Protection Committee, legislators, etc. The study also discuss the top 5 deliberative cases of life insurance claim and no life insurance claim by analyzing the actual examples which should be helpful reference for the consumers and insurers.
The effort on the reduction of life insurance dispute should be made by the insurer, the customers and the government. The insurer should enhance the employee training and the coordination of each department. The consumers should be aware of their own ability and enhance the knowledge of insurance. The government should coordinate the administrative, judicial and legislative departments to prevent the insurance disputes, protect consumers’ right, ensure the insurance functions and establish a stable society.
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