我国寿险行业与车险行业投诉情况的研究【摘要】改革开放以来，随着人均可支配收入的增加和保险业在政策支持下的蓬勃发展，越来越多的国民接触到保险，购买了保险。可以说“保险走进了千家万户”，尤其是受政策普及的车险行业和备受关注的寿险行业。本文主要通过文献综述法以及使用问卷调查法收集消费者信息和数据，研究并且分析寿险行业和车险行业的投诉情况。最后发现尽管车险企业和寿险企业较为在意客户的投诉行为，但对规避恶意投诉的发生和利用有效投诉进行自我改进方面仍有不足。“保险投诉是笔财富”，寿险行业与车险行业里的投诉问题能受到妥善解决，需要行业里每一环的努力。本文创新之处是结合文献和问卷调查收集到的信息进行对车险投诉情况和寿险投诉情况的分别分析和对比分析，然后结合两个行业提出共同的对于投诉情况的解决之道。希望作者的建议能对车险行业和寿险行业处理投诉情况有帮助。【关键词】车险行业；寿险行业；车险公司；寿险公司；投诉；保险Research on Complaints of Life Insurance Industry and Auto Insurance Industry in China[Abstract] Since the reform and opening up, with the increase of per capita disposable income and the vigorous development of the insurance industry with policy support, more and more citizens have come into contact with insurance and bought insurance. It can be said that "insurance has entered millions of households," especially the automobile insurance industry and the life insurance industry that have received much attention. This article mainly collects consumer information and data through the literature review method and the use of questionnaire survey methods, researches and analyzes the complaints of the life insurance industry and the auto insurance industry. In the end, it was found that although auto insurance companies and life insurance companies are more concerned about customer complaints, they still have insufficient measures to avoid the occurrence of malicious complaints and use effective complaints to improve themselves....
