Click to view the full text of the top ten consumer chaos in 2021
In 2021, the total retail sales of social consumer goods will exceed 44 trillion yuan, with a year-on-year growth of 12.5%. The contribution rate of final consumption expenditure to economic growth will be 65.4%, and the main driving effect of consumption on economic growth will further emerge. New consumption modes and business types are constantly emerging, and the digital economy is booming, but at the same time, there are also many consumption chaos. In addition to the prominent problems in the traditional consumption field, some new consumption disputes [Black Cat Complaints] It also accompanies.
The comprehensive competent department of black cat complaints, major media reports, public opinion of the whole network, black cat platform complaint data and typical consumption problems, released the top ten consumer chaos in 2021, reviewed the popular consumer public opinion events last year, and provided consumers with consumption reference.
2021 Top Ten Consumption Disorders: Consumers of bundled sales routines of insurance companies
According to the data of the CBRC, the original insurance premium income of insurance companies will reach 4.5 trillion yuan in 2021, up 4.1% year on year. With the rapid development of the insurance industry, chaos occurs frequently, and the amount of fines imposed on insurance institutions is gradually rising. According to the analysis of regulatory penalties in the insurance industry in 2021 released by PricewaterhouseCoopers, insurance institutions received 2182 tickets in 2021 and were fined about 303 million yuan, a year-on-year increase of 28.39%.
On the Black Cat complaint platform, the total number of complaints in the insurance industry in 2021 will reach 24364. The main complaints are insufficient sales information, abnormally high handling fees, difficult claims settlement, false publicity, compulsory tying, and bundling sales.
Case 1: Accident insurance for bundled sales of tickets
On the Black Cat complaint platform, many consumers complained that accident insurance was bound by default when buying train tickets and air tickets.
Case 2: Bundled property insurance for loans
On the black cat complaint platform, more consumers are tied to PICC P&C when they feedback loans. There was a consumer loan of 16700 yuan, but the hidden terms were not noticed, and 9660 yuan was deducted by PICC Property Insurance.
As early as 2019, the Notice on Carrying out the Rectification Work of Bank Insurance Institutions Infringing on Consumers' Rights and Interests issued by the Banking and Insurance Regulatory Commission made it clear that "forcing consumers to purchase insurance in the process of lending" was the manifestation of the confusion of infringing on consumers' rights and interests, and required banks to conduct strict self-examination and self correction, with one-time accountability in place.
Case 3: Automatic deduction for induced insurance of Good Health Insurance
On the black cat complaint platform, many consumers complained that Good Health Insurance used free medical security as a gimmick to induce them to join the insurance. They could not close the automatic deduction without notice.
More and more consumers buy insurance products through the Internet, but with the rapid development of Internet insurance, there are also many chaos. For example, "first month 0 yuan" and "one yuan insurance" are used to induce insurance, to be insured without knowledge, and to automatically renew insurance without consent. In August 2021, the Beijing Banking and Insurance Regulatory Bureau issued the Notice on Special Remediation of Internet Insurance Marketing and Publicity in Beijing, which clearly requires that insurance companies and professional insurance intermediaries should be stopped from publishing marketing publicity ads in Beijing that have excessive marketing and induced consumption problems, including but not limited to "1 yuan in the first month", "1 yuan upgrade", "free insurance" and "physical lottery" "Stop selling for a limited time" and other contents, as well as advertisements that have problems such as unclear advertising signs, insignificant closing buttons, and full screen click inducing.
During the transformation period of the insurance industry, the supervision also dealt with the industry chaos with heavy fists. In addition to increasing the fines, it issued a series of new laws and regulations and regulatory policies to guide the industry to high-quality development.
Summary:
In 2021, China's consumption scale will continue to expand, and the consumer market will still maintain a steady and positive development trend. And with the emergence of new formats and models, new consumption has become an indispensable part of people's life. Although consumer disputes have increased, consumers' self-protection awareness has also continued to improve.
At the same time, important changes have taken place in China's online consumption and digital economy related policies. Since then, the focus on creating a loose and flexible data economy development environment has changed to require both development and supervision, which is conducive to maintaining consumer rights and interests with the times.
Under the supervision of policies, the rectification of relevant departments, and the supervision of consumers, the digital economy continues to develop in a standardized and healthy manner, and the consumption environment is also continuing to improve.
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Editor in charge: Zhang Xiao
