4 Examples of Complaints on Orphaned Policies

Estimated reading time 4 minutes

10Life Team

20 Apr 2022
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10Life Team

20 Apr 2022

Estimated reading time 4 minutes

保險Agent(代理)是保險公司與保單持有人的橋樑,為客戶提供銷售建議及售後服務,惟一旦Agent辭職,所有經他跟進而又仍生效的保單,便會不幸變成俗稱的「孤兒單」。

保險Agent流失率不低,根據職業訓練局2021年1月初數據,過去 12 個月內離職的僱員保險Agent超過3,450人,流動率達5%。保監局《監管通訊》提及接獲多宗涉及孤兒單的投訴,範圍涵蓋服務與運作問題,甚至關於嚴重不當行為。以下是4個投訴示例:

個案1:累客戶錯過醫保升級優惠

一名醫療保險保單持有人,其Agent於提供了數年服務後離職。雖然保險公司其後指派了一名新Agent向該保單持有人提供服務,但卻從未與該保單持有人聯絡,包括告知有關醫保升級優惠,令該保單持有人錯過了升級保障範圍的機會,並蒙受損失。

個案2:委派新Agent時產生混亂

當Agent離職時,一名新Agent獲保險公司指派。惟保單持有人詢問能否更換另一名服務Agent,保險公司告知她只可透過從該名Agent購買一份新的保單方能作出選擇。

儘管其後保險公司允許她在毋須購買新保單的情況下選擇新的服務Agent。不過,由於委派混亂,導致保單持有人提出申索時的敏感資料,在最初指派的Agent與新Agent之間傳遞。

個案3:車保延誤險出現保障真空期

一名服務Agent離職,但一間一般保險公司未有妥當地通知保單持有人,導致該保單持有人在延續其車險保單時,發生問題與延誤,幾乎引致保障真空期。

個案4:離職Agent繼續向前客戶收取保費

一名Agent與其人壽保險公司終止了代理合約,但仍繼續冒充為該保險公司的代理人,並向他的前客戶收取保費。挪用保費一事達數月之久,直至新指派的服務Agent與保單持有人聯絡才遭揭發。

保險公司宜設立適當的管控及流程處理孤兒單

保監局強調,保險公司必須盡力確保孤兒單得到妥善服務,包括建議保險公司採取多種通知方式(如透過郵寄、短訊、電郵或致電等),通知保單持有人當前的Agent已從公司離職;向保單持有人發出一封明確的訊息以介紹新的服務Agent(包括其姓名、牌照號碼、聯絡資訊等),並解釋原因。 

新Agent應在合理時限內與保單持有人聯繫

此外,保險公司亦應考慮新服務Agent的過往紀錄及投訴,並要求他/她在獲指派的合理時限內與保單持有人聯繫;亦要確保Agent酬金制度能夠鼓勵新服務Agent為孤兒保單提供服務,並在不符合服務標準時予以處罰。

最後,保監局認為,保險公司能透過運用科技以不同的機制以服務保單持有人,例如網上自助服務網站,讓保單持有人選擇最適合他們的溝通渠道。

如果不幸變孤兒單 有咩辦法?

若果你持有的保單不幸成為孤兒單,其實亦毋須過份擔心,可以先與新委任的Agent溝通。若果想委任另一位Agent,可以用書面形式向保險公司要求。如果未有心水人選,不妨透過10Life保險顧問尋找平台,尋找合心意的持牌保險Agent。


註:
1. 本文由10Life從不同途徑搜集市場資料製作而成,僅供一般參考之用,並沒有考慮任何個人需要及合適性,亦不應被視爲銷售建議。投保前應與持牌保險顧問商討適合自己的保險方案,並以保險公司提供的資料爲準。
2. 本文最後更新日期: 2022年4月12日。


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黃維立

AXA Unit Manager

4.7
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612

Nik, Leung Tsz Kei

梁芷萁

10Life Financial Manager, Insurance Specialist

4.8
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274

Arthur, Law Wing Kai

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10Life Financial Manager of Business Development

5
245
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Winnie, Ng Wai King

吳惠琼

FTLife Agency Manager

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Even, Shum Miu Chu

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恆泰 高級理財顧問

4.6
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Philip, Lee Hon Lun

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