As residents’ insurance awareness continues to increase, many qualified families will purchase some insurance in advance to protect their family’s future. In order to better understand the progress of consumer cases and claims settlement status after an insurance accident, insurance company sales staff will conduct telephone follow-up interviews with consumers. So, what does a telephone return interview generally include?
Why should we pay attention to telephone follow-up visits?
Telephone follow-up visits refer to the insurance company conducting follow-up visits to customers during the hesitation period after selling personal insurance products with a term of more than one year to inform and confirm the insurance types. Rights and obligations.
After an insurance accident, what consumers are most concerned about is the progress of the case and the status of claims settlement. Insurance companies usually use a service hotline to call back, or use on-site inspection services to follow up and return visits. First, they need to understand the insurance company’s service personnel. The handling of the case; the second is to publicize the claim process to facilitate subsequent claims. By integrating the return visit system into the service process, we help customers solve the problems they encounter during the claims process.
Telephone return interview content
Article 15 of the "Basic Service Regulations for Personal Insurance Business" issued stipulates that a return visit for new personal insurance policies should include the following content: (1) Confirmation of interview Whether the policy holder is the policy holder himself; (2) Confirm whether the policy holder has purchased the insurance product and whether the policy holder and the insured have signed personally as required; (3) Confirm whether the policy holder has read and understood the product instructions and insurance tips. ; (4) Confirm whether the policy holder is aware of the insurance liability, liability exemption and insurance period; (5) Confirm whether the policy holder is aware of the possible losses if the policy is surrendered; (6) Confirm whether the policy holder is aware of the starting time, duration and rights of the hesitation period; (7) If regular payment is adopted, confirm whether the policy holder understands the payment period and payment frequency. Article 24 of the "Measures for the Administration of Information Disclosure of New Personal Insurance Products" A return visit to an investment-linked insurance policy holder shall include the following: (1) Confirm whether the policy holder has purchased the insurance product and whether the policy holder has signed the application form ; (2) Confirm whether the policy holder is aware of the starting time and number of days of the hesitation period and the rights enjoyed during the hesitation period; (3) Confirm whether the policy holder is aware of the insurance liability and liability exemption; (4) Confirm whether the policy holder is aware of the investment in investment-linked insurance Returns are uncertain, and losses may occur in actual investment income; the benefit demonstrations in promotional materials are only based on assumed investment income and do not represent actual future income; (5) Confirm whether the policy holder is aware of the expense deduction items and deduction proportions; or Amount; (6) Confirm whether the policy holder is aware of the possible losses caused by the surrender of the policy.
When answering the return visit from the insurance company’s dedicated hotline, firstly, we must listen carefully to the instructions on the dedicated hotline; secondly, we must promptly put forward our insurance service needs to achieve interaction and communication with the insurance company; thirdly, we must leave Accurate personal information and the most convenient contact information, and change them promptly if there are any changes, to ensure that you can enjoy the relevant services of the insurance company as soon as possible.