"Huaxia" becomes "Ruizhong," is it difficult to cancel insurance without a policy? Jinan citizens face a service vacuum after six years of insurance | 3.15 serves up rights protection

Recently, Ms. Wang, a resident of Jinan, reported to the Xin Huanghe reporter that in 2021, she purchased two policies of a critical illness insurance product named "Evergreen" under the original Huaxia Life Insurance Co., Ltd. (hereinafter referred to as "Huaxia Life") through a friend's introduction. After paying nearly 70,000 yuan over six years, she encountered a service vacuum characterized by "no policy, no connection, and vague information." Unbeknownst to her, "Huaxia Life" was taken over by Ruizhong Life Insurance Co., Ltd. (hereinafter referred to as "Ruizhong Life"), and one of her policies could not be downloaded. During this period, Ms. Wang repeatedly contacted "Ruizhong Life" customer service to inquire about related issues but received no response, and her request for a policy cancellation was also long unanswered. Recently, the Xin Huanghe reporter sought verification from "Ruizhong Life" regarding this matter multiple times, and the other party stated that they had received relevant feedback and were verifying and processing it according to procedures. Insured for six years, paid normally but no policy connection? According to Ms. Wang, in 2021, a friend who worked at an insurance company but was not a salesperson introduced her to purchase insurance. She bought two "Evergreen" critical illness insurance policies under "Huaxia Life" for herself and her child. After completing the payment, she did not receive a paper policy, but at that time, she could see the policy information through "Huaxia Life's" WeChat official account. Ms. Wang stated that according to the relevant terms of the policy, the policyholder has a 10-day cooling-off period from the date of receiving and signing the contract, during which a salesperson would conduct a follow-up call, and the insurance contract could be unconditionally canceled. However, since completing the payment, she had no contact with any salesperson. "Every January, the payment is automatically deducted. My policy has an annual premium of over 6,000 yuan, and my child's policy is around 4,000 yuan per year, totaling over 10,000 yuan annually, with nearly 70,000 yuan accumulated over six years. This year, when the payment was deducted, I thought to check the policy information and found that 'Huaxia' had changed to 'Ruizhong'?" Ms. Wang said that she learned through online searches that "Huaxia Life" had been taken over by "Ruizhong Life," but no staff had informed her of this critical change beforehand. What puzzled her even more was that when checking the policy on "Ruizhong Life's" WeChat official account, her policy could be downloaded normally, but her child's policy could not be queried, even though both insured the same product, both agreeing to pay for 18 years, and had already paid for 6 years. Moreover, during the six years, whether during the original "Huaxia Life" operation or after "Ruizhong Life" took over, no staff conducted policy follow-ups, sorted out the situation, or proactively contacted her Multiple complaints go unanswered, "Ruizhong Life" service vacuum makes policy cancellation difficult To resolve the issue, Ms. Wang called the "Ruizhong Life" customer service hotline three times within half a month. The other party stated that they would "expedite the processing and arrange for branch personnel to connect," but no one ever contacted her, and her problem remained unresolved. "I had previously purchased a financial insurance policy from Huaxia, and there was always a dedicated salesperson coordinating with me, often following up with phone calls, and I had the policy in hand, so I felt secure and never thought about canceling. But the Evergreen Tree critical illness insurance has been neglected, yet the fees are still being deducted normally. When I checked, I found that the main entity had changed, and I didn't even know. Buying insurance is about seeking protection, but in the end, no one is managing it, which is really unreliable." Ms. Wang admitted that the lack of service from the insurance company made her feel insecure, worrying that her policy's subsequent rights could not be guaranteed. She stated that she had contacted the "Ruizhong Life" customer service hotline multiple times, initially hoping that a staff member would connect with her to inform her of the current status of her policy and help retrieve her child's policy. However, more than half a month has passed, and no one has connected with her. Her current demand is for the company to quickly arrange for a connecting person and provide a cancellation plan. In response to the issues raised by Ms. Wang, a reporter from Xin Huanghe repeatedly called "Ruizhong Life." Customer service staff stated that they would feedback the issue to the relevant department and that someone would contact the reporter, but as of the time of publication, no effective response had been received. The reporter found that as early as 2023, the insurance business of "Huaxia Life" had been officially undertaken by "Ruizhong Life." The relevant transfer matters were approved by the Beijing Regulatory Bureau of the National Financial Regulatory Administration and jointly announced by the two companies. Regarding the protection of the rights of policyholders, the announcement clearly stated that after this transfer, Ruizhong Life would assume all insurance responsibilities for the relevant insurance business, and the original policyholders, insured persons, and beneficiaries of Huaxia Life would not need to change their insurance contracts, as the original contracts would remain valid and all rights would not be affected. (This article's images are provided by the interviewees) Reporter: Sun Min Edited by: Wang Yaohua Edited by: Liu Yu Proofread by: Li Li