中(zhong)證網訊（記者 黃(huang)一靈(ling)）12月8日(ri)，上(shang)海(hai)(hai)銀保(bao)(bao)監局聯(lian)合上(shang)海(hai)(hai)市(shi)地(di)方金融監管(guan)局、上(shang)海(hai)(hai)市(shi)高級人(ren)民(min)法院、上(shang)海(hai)(hai)市(shi)人(ren)民(min)檢察院、上(shang)海(hai)(hai)市(shi)公(gong)安(an)局和上(shang)海(hai)(hai)市(shi)市(shi)場(chang)監管(guan)局發布(bu)《關于依法打(da)擊保(bao)(bao)險領域代理投訴舉報黑產 優化營(ying)商環(huan)境(jing)的通(tong)告》（以下簡(jian)稱《通(tong)告》）。《通(tong)告》主要分為正確認(ren)識(shi)人(ren)身(shen)保(bao)(bao)險產品、警惕“不(bu)良代理投訴舉報”風險、樹立依法維權意(yi)識(shi)、提供優質保(bao)(bao)險服務、依法懲治(zhi)人(ren)身(shen)險領域違法犯罪等五個方面。

　　《通(tong)告(gao)》指出要(yao)正確認(ren)識人(ren)身(shen)保(bao)(bao)(bao)(bao)(bao)(bao)(bao)險(xian)(xian)產品。保(bao)(bao)(bao)(bao)(bao)(bao)(bao)險(xian)(xian)是(shi)一(yi)種科學的制度安排(pai)，是(shi)建(jian)立在大(da)數法則基(ji)礎上(shang)的有效風險(xian)(xian)轉(zhuan)移手段。人(ren)身(shen)保(bao)(bao)(bao)(bao)(bao)(bao)(bao)險(xian)(xian)是(shi)以人(ren)的壽命(ming)和身(shen)體為保(bao)(bao)(bao)(bao)(bao)(bao)(bao)險(xian)(xian)標的的保(bao)(bao)(bao)(bao)(bao)(bao)(bao)險(xian)(xian)。帶有儲蓄性質(zhi)的人(ren)身(shen)保(bao)(bao)(bao)(bao)(bao)(bao)(bao)險(xian)(xian)保(bao)(bao)(bao)(bao)(bao)(bao)(bao)單(dan)退(tui)(tui)保(bao)(bao)(bao)(bao)(bao)(bao)(bao)時(shi)可(ke)(ke)退(tui)(tui)回保(bao)(bao)(bao)(bao)(bao)(bao)(bao)單(dan)現金價(jia)值。但由于投保(bao)(bao)(bao)(bao)(bao)(bao)(bao)前(qian)幾(ji)年，保(bao)(bao)(bao)(bao)(bao)(bao)(bao)險(xian)(xian)公司(si)各項管(guan)理費(fei)用開(kai)支較大(da)，退(tui)(tui)保(bao)(bao)(bao)(bao)(bao)(bao)(bao)時(shi)保(bao)(bao)(bao)(bao)(bao)(bao)(bao)單(dan)對應(ying)的現金價(jia)值很(hen)少，一(yi)旦退(tui)(tui)保(bao)(bao)(bao)(bao)(bao)(bao)(bao)，投保(bao)(bao)(bao)(bao)(bao)(bao)(bao)人(ren)損(sun)失較大(da)，并且退(tui)(tui)保(bao)(bao)(bao)(bao)(bao)(bao)(bao)后被保(bao)(bao)(bao)(bao)(bao)(bao)(bao)險(xian)(xian)人(ren)除了失去保(bao)(bao)(bao)(bao)(bao)(bao)(bao)險(xian)(xian)保(bao)(bao)(bao)(bao)(bao)(bao)(bao)障，將(jiang)來如(ru)想再次投保(bao)(bao)(bao)(bao)(bao)(bao)(bao)，因年齡、健(jian)康狀況等發(fa)生變化，可(ke)(ke)能(neng)面臨重新計算(suan)等待期、保(bao)(bao)(bao)(bao)(bao)(bao)(bao)費(fei)上(shang)漲、除外承保(bao)(bao)(bao)(bao)(bao)(bao)(bao)以及(ji)拒保(bao)(bao)(bao)(bao)(bao)(bao)(bao)等風險(xian)(xian)。保(bao)(bao)(bao)(bao)(bao)(bao)(bao)險(xian)(xian)消(xiao)費(fei)者應(ying)正確認(ren)識保(bao)(bao)(bao)(bao)(bao)(bao)(bao)險(xian)(xian)產品特性，根據自身(shen)風險(xian)(xian)保(bao)(bao)(bao)(bao)(bao)(bao)(bao)障需求，加(jia)強(qiang)與保(bao)(bao)(bao)(bao)(bao)(bao)(bao)險(xian)(xian)公司(si)的溝通(tong)，嚴防“退(tui)(tui)保(bao)(bao)(bao)(bao)(bao)(bao)(bao)黑產”誘惑，謹慎(shen)衡量是(shi)否有必要(yao)終止保(bao)(bao)(bao)(bao)(bao)(bao)(bao)險(xian)(xian)合同(tong)。

　　《通(tong)告(gao)》提(ti)醒保(bao)(bao)(bao)(bao)(bao)險(xian)(xian)(xian)消(xiao)費(fei)(fei)者(zhe)(zhe)要警(jing)惕“不(bu)良(liang)代(dai)理(li)(li)(li)(li)投(tou)訴舉(ju)報”風險(xian)(xian)(xian)。“代(dai)理(li)(li)(li)(li)退保(bao)(bao)(bao)(bao)(bao)”黑產(chan)與正(zheng)當維(wei)權不(bu)同(tong)，正(zheng)當維(wei)權是保(bao)(bao)(bao)(bao)(bao)險(xian)(xian)(xian)合同(tong)爭議(yi)雙方(fang)擺事實(shi)講(jiang)道理(li)(li)(li)(li)，通(tong)過(guo)協(xie)商、調解、投(tou)訴、訴訟(song)等(deng)方(fang)式化(hua)解矛(mao)盾(dun)糾紛。而(er)“代(dai)理(li)(li)(li)(li)退保(bao)(bao)(bao)(bao)(bao)”黑產(chan)則(ze)罔顧事實(shi)、制造矛(mao)盾(dun)、違背(bei)誠(cheng)信(xin)，通(tong)過(guo)煽(shan)動消(xiao)費(fei)(fei)者(zhe)(zhe)過(guo)度維(wei)權和“綁(bang)架”保(bao)(bao)(bao)(bao)(bao)險(xian)(xian)(xian)公司(si)(si)，借“維(wei)權”之(zhi)(zhi)名(ming)行(xing)(xing)非(fei)法(fa)(fa)套利之(zhi)(zhi)實(shi)。部分不(bu)良(liang)代(dai)理(li)(li)(li)(li)組織或(huo)個人以(yi)“代(dai)理(li)(li)(li)(li)退保(bao)(bao)(bao)(bao)(bao)維(wei)權”“退舊投(tou)新”“高收益”“全(quan)額退保(bao)(bao)(bao)(bao)(bao)退息(xi)(xi)”等(deng)名(ming)義，發(fa)布信(xin)息(xi)(xi)和廣(guang)告(gao)，收集客戶敏感(gan)信(xin)息(xi)(xi)，煽(shan)動、唆使(shi)或(huo)協(xie)助保(bao)(bao)(bao)(bao)(bao)險(xian)(xian)(xian)消(xiao)費(fei)(fei)者(zhe)(zhe)偽造證據(ju)進行(xing)(xing)舉(ju)報投(tou)訴并(bing)委托其(qi)“代(dai)理(li)(li)(li)(li)維(wei)權”，阻(zu)止保(bao)(bao)(bao)(bao)(bao)險(xian)(xian)(xian)消(xiao)費(fei)(fei)者(zhe)(zhe)與保(bao)(bao)(bao)(bao)(bao)險(xian)(xian)(xian)公司(si)(si)、監管部門、司(si)(si)法(fa)(fa)機關(guan)有效溝通(tong)，甚至(zhi)采(cai)用(yong)纏(chan)訪鬧訪等(deng)手段，以(yi)達到其(qi)收取(qu)高額代(dai)理(li)(li)(li)(li)手續費(fei)(fei)、唆使(shi)保(bao)(bao)(bao)(bao)(bao)險(xian)(xian)(xian)消(xiao)費(fei)(fei)者(zhe)(zhe)轉購非(fei)法(fa)(fa)理(li)(li)(li)(li)財產(chan)品或(huo)參與非(fei)法(fa)(fa)集資等(deng)目(mu)的(de)。上述非(fei)法(fa)(fa)行(xing)(xing)為(wei)可能導(dao)致保(bao)(bao)(bao)(bao)(bao)險(xian)(xian)(xian)消(xiao)費(fei)(fei)者(zhe)(zhe)個人信(xin)息(xi)(xi)泄露、資金受(shou)損、失去(qu)保(bao)(bao)(bao)(bao)(bao)險(xian)(xian)(xian)保(bao)(bao)(bao)(bao)(bao)障，而(er)且可能帶來詐騙、人身安(an)全(quan)受(shou)到侵害(hai)等(deng)風險(xian)(xian)(xian)。上海銀保(bao)(bao)(bao)(bao)(bao)監局已發(fa)布《上海銀保(bao)(bao)(bao)(bao)(bao)監局關(guan)于警(jing)惕“代(dai)理(li)(li)(li)(li)退保(bao)(bao)(bao)(bao)(bao)”的(de)風險(xian)(xian)(xian)提(ti)示(shi)》，并(bing)開展相關(guan)金融聯合宣教活動提(ti)示(shi)風險(xian)(xian)(xian)。

　　《通(tong)(tong)告》強調(diao)消(xiao)費(fei)者要(yao)樹立(li)依法(fa)維(wei)權(quan)意(yi)識。保險(xian)(xian)(xian)(xian)消(xiao)費(fei)者要(yao)根據(ju)自(zi)(zi)身需求(qiu)、經濟狀況(kuang)和風險(xian)(xian)(xian)(xian)承受能力，購買合(he)適的保險(xian)(xian)(xian)(xian)產品，樹立(li)理性(xing)消(xiao)費(fei)觀念，提高自(zi)(zi)我保護意(yi)識。如(ru)果(guo)因民事(shi)糾紛與保險(xian)(xian)(xian)(xian)公(gong)(gong)司發生爭議，應采(cai)用正當的維(wei)權(quan)途徑。首先可(ke)通(tong)(tong)過保險(xian)(xian)(xian)(xian)公(gong)(gong)司公(gong)(gong)布的全國統一(yi)客(ke)服熱線、官(guan)網、郵(you)寄信件(jian)、上門(men)等方(fang)式反映訴(su)求(qiu)。其次可(ke)聯(lian)系上海銀(yin)行業(ye)保險(xian)(xian)(xian)(xian)業(ye)糾紛調(diao)解(jie)中(zhong)心等專業(ye)調(diao)解(jie)組織申請調(diao)解(jie)，也可(ke)以通(tong)(tong)過監管部門(men)公(gong)(gong)布的官(guan)方(fang)渠道(dao)反映訴(su)求(qiu)，或通(tong)(tong)過仲裁、訴(su)訟等法(fa)律(lv)途徑解(jie)決(jue)。

　　《通告》要(yao)(yao)求保(bao)(bao)(bao)險(xian)(xian)公司要(yao)(yao)提供優質保(bao)(bao)(bao)險(xian)(xian)服(fu)務。保(bao)(bao)(bao)險(xian)(xian)行業高質量(liang)轉型發展已迫在眉睫(jie)，過(guo)去“大(da)進大(da)出”的(de)(de)模式必(bi)須堅(jian)(jian)決摒棄。保(bao)(bao)(bao)險(xian)(xian)公司應(ying)大(da)力推(tui)進依法經營，堅(jian)(jian)持“人民(min)至(zhi)上(shang)”和“保(bao)(bao)(bao)險(xian)(xian)姓保(bao)(bao)(bao)”原則，優化(hua)保(bao)(bao)(bao)險(xian)(xian)產(chan)品(pin)(pin)和服(fu)務模式，努(nu)力提升保(bao)(bao)(bao)險(xian)(xian)服(fu)務質效。要(yao)(yao)完善保(bao)(bao)(bao)險(xian)(xian)消費者合法權益保(bao)(bao)(bao)護機制，暢通投(tou)訴渠道(dao)，強化(hua)投(tou)訴管理，有效提升客戶滿(man)意度。要(yao)(yao)加強保(bao)(bao)(bao)險(xian)(xian)從業人員的(de)(de)依法經營和誠實守信教(jiao)育，嚴控銷(xiao)售流程，強化(hua)風(feng)險(xian)(xian)教(jiao)育，嚴禁從業人員利用誤導(dao)、誘騙(pian)等(deng)方式，引(yin)導(dao)消費者購買不適當的(de)(de)保(bao)(bao)(bao)險(xian)(xian)產(chan)品(pin)(pin)。

　　《通(tong)告》最后強(qiang)(qiang)調將(jiang)依(yi)法懲治(zhi)人(ren)身險領域違(wei)法犯(fan)罪(zui)。建立(li)六(liu)部(bu)門聯合(he)打(da)擊(ji)機制，綜(zong)合(he)運用監管(guan)科(ke)技手(shou)段(duan)，發揮(hui)(hui)大(da)數據集中管(guan)理優勢，實施(shi)信(xin)(xin)息共享(xiang)和(he)精準打(da)擊(ji)。加強(qiang)(qiang)“行(xing)刑銜(xian)接”，充(chong)分發揮(hui)(hui)監管(guan)部(bu)門專(zhuan)業監管(guan)與公安機關(guan)偵查手(shou)段(duan)的聯合(he)優勢，深挖“代理退保”黑產犯(fan)罪(zui)行(xing)為，依(yi)法打(da)擊(ji)人(ren)身險領域不良代理組織(zhi)或(huo)個(ge)人(ren)的違(wei)法違(wei)規活動。嚴禁借(jie)“代理投訴舉報(bao)(bao)”之名，捏(nie)造事實，虛(xu)假承諾以及惡意投訴舉報(bao)(bao)，謀取(qu)不正當(dang)利益，損害(hai)保險消費者合(he)法權益。對涉嫌(xian)侵(qin)犯(fan)公民(min)個(ge)人(ren)信(xin)(xin)息、尋(xun)釁滋事、敲詐(zha)勒索或(huo)詐(zha)騙等(deng)違(wei)法犯(fan)罪(zui)行(xing)為，司法機關(guan)將(jiang)依(yi)法嚴厲打(da)擊(ji)，追究相關(guan)組織(zhi)和(he)個(ge)人(ren)的法律責(ze)任(ren)。

　　近(jin)年來，一些(xie)機(ji)構、組織或(huo)個(ge)人以(yi)非法牟利(li)為目的(de)(de)，以(yi)“可代理全(quan)額退保(bao)(bao)”為由，誘導(dao)保(bao)(bao)險(xian)(xian)(xian)消費者委(wei)托其辦理退保(bao)(bao)事(shi)宜，侵害了保(bao)(bao)險(xian)(xian)(xian)消費者合(he)法權(quan)益，干擾了保(bao)(bao)險(xian)(xian)(xian)業(ye)正常運行，同時，以(yi)“代理退保(bao)(bao)”為主要(yao)形式的(de)(de)惡意代理投(tou)訴(su)舉報(bao)問(wen)題在保(bao)(bao)險(xian)(xian)(xian)行業(ye)呈快速增長態勢。上(shang)海銀保(bao)(bao)監局聯(lian)合(he)相(xiang)關部(bu)門構建預防和打(da)擊并舉的(de)(de)“天網”，創新運用大數據知(zhi)識圖(tu)譜等監管“利(li)劍”，鑄起全(quan)方(fang)位(wei)立體式消費者教育(yu)“堅(jian)盾”，有(you)效解決“退保(bao)(bao)黑(hei)產(chan)”涉及面廣、涉眾性強(qiang)、風險(xian)(xian)(xian)隱蔽、危害巨大等難點，取得了積極的(de)(de)成效。目前，相(xiang)關涉案(an)人數達97人，提起公訴(su)76人，法院已判決73人，有(you)效凈化了金融市場秩序(xu)。上(shang)海地區(qu)打(da)擊“退保(bao)(bao)黑(hei)產(chan)”案(an)件入選最高人民檢察院職務侵占犯罪典型案(an)例。

　　下一(yi)階段(duan)，上(shang)海銀保監局表示(shi)，將聯合(he)相關部門(men)繼(ji)續推(tui)進(jin)破案攻堅(jian)，穩定(ding)社會預(yu)期，從嚴加強保險監管，督促優化保險服(fu)務，切實(shi)保護(hu)保險活動(dong)當(dang)事人合(he)法權益，做好以(yi)打促防、以(yi)打促治“后半篇文章”。