《保险研究》20251105-《消费者权益保护与保险公司违规行为——基于保险消费者投诉热线开通的准自然实验》（张强、李秀芳）

［摘   要］消费者权益保护是保险监管的重要目标，也是保险业高质量发展的应有之义。本文以12378保险消费者投诉热线开通为准自然实验，基于手工整理的2009~2019年保险公司行政处罚数据，实证检验保险消费者权益保护对保险公司违规行为的影响。研究结果表明：保险消费者投诉热线开通能够显著减少保险公司违规行为，这一效应在中资保险公司、财产险公司和所在地社会信任水平较低的保险公司中更加显著。机制分析表明，信息效应和震慑效应是消费者投诉热线抑制保险公司违规行为的潜在渠道。进一步研究表明，消费者投诉热线对情节较轻以及主要由员工个人实施的违规行为抑制效果更佳。同时，过高的佣金激励会削弱消费者投诉热线对违规行为的抑制作用，营销人员规模过大则可能滋生更多违规行为。本文的研究成果丰富了消费者权益保护与保险公司治理理论，对保险消费者权益保护实践和中国保险业高质量发展具有一定的政策启示意义。

［关键词］消费者权益保护；消费者投诉；保险公司违规行为；保险业高质量发展；准自然实验

［作者简介］张强，南开大学南开-泰康保险与精算研究院博士研究生；李秀芳（通讯作者），南开大学南开-泰康保险与精算研究院院长，教授。

Consumer Rights Protection and Irregularities of Insurance Companies—A Quasi-natural Experiment Based on the Opening of the Insurance Consumer Complaint Hotline

ZHANG Qiang,LI Xiu-fang

Abstract：Protecting the rights and interests of consumers is a key insurance regulatory objective and an inherent requirement for the high-quality development of the insurance industry.Using the launch of the 12378-insurance consumer complaint hotline as a quasi-natural experiment and based on manually collected administrative penalty data for insurance companies from 2009 to 2019,this paper examines the impact of consumer rights protection on insurance company violating acts.The results show that the establishment of the complaint hotline significantly reduces violations by insurance companies,with this effect being more pronounced among domestic-funded insurers,P&C insurers,and insurers operating in regions with lower social trust.Mechanism analysis reveals that the information effect and deterrence effect are potential channels through which the hotline curbs violations.Further research indicates that the hotline is more effective in deterring minor violations and those primarily committed by individual employees.Additionally,an oversized sales force tends to breed more violations,while excessively high commission incentives weaken the hotline’s inhibitory effect on violations.These findings enrich theories of consumer rights protection and insurance company governance,offering important policy implications for safeguarding insurance consumers and advancing the high-quality development of Chinese insurance market.

Key words：consumer rights protection;consumer complaints;insurance company violating acts;high-quality development of the insurance industry;quasi-natural experiment