Notice of the Beijing Bureau of the China Insurance Regulatory Commission on Issuing the Measures for the Pilot Program of Electronic Return Visit for Personal Insurance in Beijing Area

· Area of Law： Insurance

· Level of Authority： Local Regulatory Documents

· Date issued：08-09-2017

· Effective Date：08-09-2017

· Status： Effective

· Issuing Authority： Other Institutions of Beijing Municipality

Notice of the Beijing Bureau of the China Insurance Regulatory Commission on Issuing the Measures for the Pilot Program of Electronic Return Visit for Personal Insurance in Beijing Area
Beijing branches of all personal insurance companies; Tianan Life Insurance Co., Ltd., Oldmutual-Guodian Life Insurance Co., Ltd., Shin Kong-HNA Life Insurance Company Ltd., Hong Kang Life Insurance Co., Ltd., New China Pension Co., Ltd., and Aixin Life Insurance Co., Ltd.; and the Insurance Association of Beijing:
According to the requirements of the Official Reply of the China Insurance Regulatory Commission on Promoting the Pilot Program of Electronic Return Visits in Beijing Area (No. 127 [2017], CIRC), the Beijing Office of the China Insurance Regulatory Commission has decided to implement the pilot program of electronic return visits for personal insurance in Beijing area. For purposes of regulating the administration of electronic return visits and effectively protecting the lawful rights and interests of insurance consumers, the Beijing Bureau of the China Insurance Regulatory Commission has developed the Measures for the Pilot Program of Electronic Return Visits for Personal Insurance in Beijing Area, which are hereby issued for your compliance and implementation.
Beijing Bureau of the China Insurance Regulatory Commission
August 9, 2017
Measures for the Pilot Program of Electronic Return Visit for Personal Insurance in Beijing Area
Chapter I General Provisions
Article 1 For purposes of meeting the needs of applying information technology in insurance services, encouraging the innovation on the service modes of the insurance companies, regulating the administration of electronic return visits, and protecting the lawful rights and interests of insurance consumers, these Measures are developed in accordance with the Insurance Law of the People's Republic of China and the relevant laws and regulations.
Article 2 These Measures shall apply to the electronic return visits of the insurance companies within the administrative region of Beijing Municipality for the personal insurance services provided in Beijing.
Article 3 Electronic return visit means the return visit for the new personal insurance policy with the contract period exceeding one year through Internet, mobile communications and other technologies.
Article 4 An insurance company meeting the conditions for the pilot program of electronic return visit may choose electronic return visit as the method for the first return visit.
Chapter II Recordation Administration
Article 5 An insurance company paying electronic return visits shall have an information management system supporting electronic return visits. The system shall be able to appropriately store electronic data, retain complete operation log, and prevent human intervention and data manipulation.
Article 6 For conducting the electronic return visit work, an insurance company shall undergo the recordation formalities with the Beijing Bureau of the China Insurance Regulatory Commission (“CIRC”) 15 working days in advance. An insurance company that does not receive dissenting opinions from the Beijing Bureau of the CIRC may conduct electronic return visit work. Recordation shall include the following materials:
(1) the written report on conducting the electronic return visit work, including at least the carrier, method, process and applicable channels for electronic return visit, authenticity management and control means for customer information and dispute handling mechanism, among others;
(2) the management system for electronic return visit, including at least the handling mechanism for problems found in the return visits, sampling inspection mechanism for authenticity of customer information, and accountability mechanism, among others; and
(3) the information management system construction report, including at least the system construction entities, main functions and connection with other systems, among others.
Chapter III Code of Conduct
Article 7 To conduct electronic return visit work, an insurance company shall, according to these Measures, develop relevant rules and procedures for electronic return visits, and ensure that return visits are effectively maximized, and efficient and convenient return visit services are provided. The following requirements shall be satisfied:
(1) The right of the insurance applicant for receiving return visit shall be guaranteed, and a system of refusal to return visit shall not be set up or a customer shall not be led by other methods to give up the right of receiving return visit.
(2) Electronic return visit shall be paid under the principle of following the free will of the insurance applicant, to guarantee the right of an insurance applicant to choose the right of return visit.
Article 8 An insurance company shall verify the authenticity of the customer who receives the return visit and use effective technical means to ensure that the customer who receives the return visit is the insurance applicant. An insurance company shall be encouraged to verify customer's identity by SMS verification code, collection and comparison of the identity card information, face recognition and other technical means.
Article 9 To pay an electronic return visit, an insurance company shall pay return visit within the grace period. Where electronic return visit or telephone return visit fails, supplements shall be made by door-to-door return visit, written letters and other forms. Where a return visit is paid beyond the grace period for reasons not attributable to the insurance applicant and the insurance applicant surrenders the insurance policy within the reasonable period after return visit, it shall be handled as surrender of an insurance policy within the grace period.
Article 10 The electronic return visit shall cover the contents of return visit required by the regulatory authority. It shall be ensured that the insurance applicant has thoroughly read and understood various contents of a return visit, and guaranteed that the insurance applicant has confirmed various contents of return visit one by one.
Article 11 An insurance company shall take effective measures to ensure the customer's rights of sufficiently reporting problems during the process of return visit and accurately record the problem in the system. Where an insurance company finds a sales problem in a return visit, the problem shall be resolved by personnel other than the salespersons within 15 working days of the date of finding the problem.
Article 12 An insurance company shall appropriately keep the records of return visits and valid certificates for return visits for not less than 10 years from the date of termination of the insurance contract.
Chapter IV Services and Guarantee
Article 13 An insurance company shall establish a sampling inspection system for the authenticity of the customer information, conduct random inspection and verify whether the recipient of an electronic return visit is the insurance applicant, and keep the records of random inspection.
Article 14 An insurance company shall, in accordance with its own business operations, take return visit before underwriting, supplementary verification during return visit and other risk control measures for large-amount insurance applications, old-age insurance applications or other suspicious insurance applications.
Article 15 An insurance company shall explore and establish an online service system for consultation, inquiry and complaint, among others, in relation to electronic return visits.
Chapter V Legal Liability
Article 16 The Beijing Bureau of the CIRC shall, according to these Measures, supervise and administer the electronic return visits of insurance companies. Where an insurance company violates the Insurance Law of the People's Republic of China and other relevant laws and regulations during the process of the pilot program, the Beijing Bureau of the CIRC shall, as the case may be, cease its work of the pilot program, and take regulatory measures according to the law.
Chapter VI Supplementary Provisions
Article 17 The matters not covered by these Measures shall be governed in accordance with the relevant provisions of the CIRC and the Measures of the Beijing Bureau of the China Insurance Regulatory Commission for the Administration of the Personal Insurance Business Operations in Beijing Area (No. 213 [2014], Beijing Bureau of the CIRC).
Article 18 These Measures shall come into force on the date of issuance and shall be implemented for a period of 2 years.