Many people's impression of "insurance" is that insurance is a scam, and it will not pay for anything when it is really used. Follow [RongCloud] to learn more about the collaborative office platform.
Why do people form such stereotypes about insurance? Because insurance itself is a very complex product, many people know little about deductible clauses, health notices, waiting periods, hesitation periods, cash value terms and their meanings, which leads to many people's buying process "confused" ”, and the claims settlement process is “more difficult”. Without professional guidance, it is almost impossible to figure out what an insurance product really covers.
However, the professional level of insurance practitioners varies. According to estimates, the total number of insurance agents in China who are engaged in and have engaged in has exceeded 50 million. For a long time, the threshold for insurance agents has been low, resulting in the low level of business of some agents. When selling insurance products, they deliberately deceived buyers, did not inform them of the deductible limit, and even maliciously led customers to buy insurance products that are not suitable for them. As a result, when it comes to "insurance" now, many people's first impression is that "insurance is a lie."
In recent years, the state has formulated a series of laws and regulations in order to regulate insurance sales, safeguard the legitimate rights and interests of insurance consumers, and promote the sustainable and healthy development of the industry. To, "strengthen personnel training, provide equipment support, and ensure the smooth implementation of retrospective management of insurance sales behavior."
Retrospective insurance sales behavior refers to the way in which insurance companies and insurance intermediaries collect audio-visual materials and electronic data through audio and video recording and other technical means, record and save key links in the insurance sales process, so that sales behavior can be played back, important information can be queried, and problems Responsibility can be confirmed, etc.
The "audio recording" mentioned in the above regulations is generally called "double recording" .
What is retrospective insurance sales?
Since 2017, the "insurance sales behavior can be traced back" requirement has been continuously deepened in a number of regulatory policies. This article extracts five relevant national policies that have been released so far for a coherent interpretation:
Policy one
The "Interim Measures for the Retrospective Management of Insurance Sales" , which came into force on November 1, 2017, hereinafter referred to as the "Interim Measures", are the basic retrospective norms currently implemented nationwide.
The key points are summarized as follows:
Sell life insurance products with an insurance period of more than one year through concurrent insurance agencies (mainly banks); sell investment-linked insurance products through other sales channels other than concurrent insurance agencies, or sell investment-linked insurance products to persons over the age of 60 (inclusive). The insured who sells life insurance products with an insurance period of more than one year shall, after obtaining the consent of the insured, record the key links of the sales process in the form of on-site synchronous audio and video recording.
Policy 2
The "Notice on Regulating the Retrospective Management of Internet Insurance Sales" , which will be implemented on October 1, 2020, hereinafter referred to as the "Internet Retrospective Management Notice", on the basis of the "Interim Measures", regarding the sales of Internet insurance products, do A detailed agreement has been issued, which is currently implemented nationwide.
The key points are summarized as follows:
When an insurance institution sells Internet insurance products on its self-operated network platform, it needs to set up a separate sales page to conduct customer identity verification, product descriptions, risk reminders, and record and save the operation track of the insured and the insured on the sales page. . Self-operated online platforms of non-insurance institutions shall not set up insurance product sales pages.
Policy three
"Measures for the Retrospective Management of Insurance Sales Activities (Draft for Comment)" , released in the second week of June 2021, hereinafter referred to as the "Draft for Comment", the new policy direction on "double recording" has been basically clarified.
The key points are summarized as follows:
Compared with the previous "Double Recording" for policyholders over the age of 60 and Internet channels, the latest "Draft for Comment" greatly expands the scope of "double recording" in insurance sales, not only canceling the age limit for policyholders, but also for insurance intermediaries. Including banks, car dealers and other non-banking agents, all need to implement "double recording". This time, it can be regarded as the retrospective management of all channels for individual insurance.
Sales personnel with certain qualifications can perform remote double recording, but it must be implemented in the business premises of the insurance company. Insurance intermediaries do not implement remote synchronization of audio and video recordings for the time being.
Policy Four
The "Notice of the General Office of the China Banking and Insurance Regulatory Commission on Further Regulating the Internet Personal Insurance Business of Insurance Institutions" , officially implemented on January 1, 2022, hereinafter referred to as "Circular 108".
The key points are summarized as follows:
Circular 108 identifies the previous operations of insurance companies as a typical online and offline integrated business (usually guided by bank employees to apply for insurance), rather than pure Internet insurance business, so it should meet the requirements of online and offline business at the same time, and must comply with the "1+ 3", double recording must be done at the outlets.
Policy Five
The "Notice of the General Office of the China Banking and Insurance Regulatory Commission on Matters Concerning Doing a Good Job in the Rectification of Bank Agency Insurance Business" (hereinafter referred to as the "Rectification Notice"), will be sent to all companies by letter on January 1, 2022. The paper formally proposes to explore the implementation of remote synchronous audio and video recording, that is, the work requirements of remote dual recording, which relaxes the dual recording standard for bancassurance channels to a certain extent.
The key points are summarized as follows:
Banking and insurance agency agencies that sell personal insurance products through online and offline integration may explore the implementation of remote synchronization of audio and video recordings. The salesperson shall implement the remote double recording in the business premises of the bank, in which the requirement for the salesperson and the policyholder to be displayed in the same frame can be temporarily exempted from implementation.
Through the analysis and summary of the coherence of the above five related policies, it is not difficult to find that the regulatory requirements for the traceability of insurance sales behavior are deepening, and adjustments are made to adapt to marketization.
Among them, the implementation of the "Double Recording" policy has far-reaching significance for protecting the rights and interests of insurance consumers, and plays an important role in promoting the healthy and sustainable development of the insurance industry. However, under the epidemic, choosing to double-record at outlets is inconvenient, and whether remote dual-recording can be performed has become an important factor affecting the success of the online insurance business.
What challenges does remote dual recording face?
1. Local policies are complex and changeable <br>At present, in addition to national policies, 11 provinces and cities including Sichuan, Zhuhai, Jiangsu, Suzhou, Ningbo, Shanghai, Henan, Xiamen, Jiangxi, Shandong, Hebei, etc. have issued a series of policies. Regarding the detailed rules of double recording, the national policy is further increased, and the regions that have not yet issued the "Interim Measures for the Retrospective Management of Insurance Sales Behavior" implemented in 2017, which requires insurance companies operating across provinces to understand the location of the business in advance. policy, and keep an eye on the latest changes to the policy.
2. Higher requirements for sales personnel <br>Currently, the policy favors that sales personnel need to perform remote double recording in the exclusive venue of the insurance company, which requires the insurance company venue, agent attendance, agent communication, and business proficiency requirements. promote.
3. The intelligent level of remote double recording technology is low <br>Currently, the "double recording" system on the market is generally low in intelligence, the quality inspection pass rate cannot meet the policy requirements, and small and medium-sized insurance companies do not have the ability to build their own stable remote Double recording system.
How to realize remote double recording?
The era of comprehensive dual recording is coming, and remote dual recording may become the best solution to balance market supervision and market convenience. However, the remote double recording technology is still facing a series of problems. The scenario that allows remote double recording in the policy still requires the salesperson to be in a designated place; the intermediary channel that contributes the most to the premium cannot yet carry out the remote double recording.
There are many difficulties, how to achieve remote double recording?
As a leading global Internet communication cloud service provider, Rongyun can provide industry-specific customized solutions based on customer industry characteristics and business needs.
With practical experience in the financial industry, Rongyun RTC real-time audio and video solutions can meet the needs of audio and video calls, intelligent queuing, face recognition, OCR recognition, online verification, voice recognition, electronic signatures, financial double recording, Industry-specific functional requirements such as backtracking , especially in the insurance "double recording" scenario, can record and record the entire process of business processing in a comprehensive, real-time, and retrospective manner, and keep it on file for future reference, which is convenient for compliance and efficient implementation of counters and remote business operations.
In addition to being customizable, Rongyun RTC real-time audio and video solutions have the following major capabilities and advantages to meet the "dual recording" needs of the financial industry:
1. Support multiple deployment modes <br>Based on customer business needs, Rongyun can provide multiple deployment modes - public cloud, private cloud, hybrid cloud, overseas cloud, etc., to provide financial customers with stable Internet communication cloud services.
2. Low-cost and rapid integration <br>Provide audio and video communication capabilities and UI components, support rapid integration of third-party systems, low R&D costs, and low operation and maintenance costs.
3. Support loosely coupled architecture <br>With the help of loosely coupled architecture, different microservices can choose different technology stacks for development. At the same time, when applying new technologies, only one microservice can be rapidly transformed without affecting other microservices in the system, which is beneficial to the evolution of the system.
4. Low latency and high quality <br>Through dynamic adjustment of frame rate, bit rate, packet loss compensation and other technical means, the system can improve the ability of the system to fight against weak networks and ensure the quality of calls under long-term calls and weak networks.
5. Strong localization adaptation capability <br>Comprehensive adaptation to localized CPU, operating system, database and middleware, etc., and closely following the footsteps of localized resource manufacturers, constantly expanding the adaptation library, providing localized solutions, empowering Financial customers build a localized communication center to achieve independent and controllable business and ensure financial information security.
6. Security protection system <br>Rongyun RTC real-time audio and video solution has been approved and issued by the Ministry of Public Security of the "National Information System Security Level Protection Level 3 Certification", aiming at different directions such as server, client, application layer, and transmission process. It provides comprehensive security policies to ensure user safety, and supports the expansion of additional encryption methods, including support for national secret algorithms, to escort financial business operations.
Technology changes behavior. In order to adapt to the popularization trend of "double recording", with the continuous efforts of outstanding technology companies such as Rongyun, the "double recording" technology will also become more mature. Correspondingly, the maturity of technology will also promote the healthy and stable development of the financial industry, especially in protecting the rights and interests of consumers, making greater contributions.
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