《保险研究》20220103-《保险消费者投诉热线促进了保险消费吗？》（卓志、张晓涵）

［摘   要］本文基于2009~2018年中国334个地级市的面板数据，以保险消费者投诉热线开通为政策冲击，基于双重差分模型系统评估了保险消费者投诉热线的开通对地区保险消费的影响及其影响机制。研究发现:保险消费者投诉热线的开通显著促进了保险消费，对地区保险消费总额、保险密度与保险深度有显著的正向影响；异质性分析发现，这种促进效应在我国东部地区以及寿险行业更为显著；同时，基于更进一步的渠道分析表明，保险消费者投诉热线的开通以提高地方金融发展水平及法治建设水准的方式，促进了保险消费的增加。本文的研究结论对于拟通过拓宽保险消费者诉求表达渠道的方式，从而实现保险业高质量发展目标具有一定的参考价值。

［关键词］消费者投诉；保险消费；消费者权益；准自然实验

［基金项目］国家社会科学基金重点项目“巨灾保险精算模型研究”(16AZD019)。

［作者简介］卓志，西南财经大学校长，教授、博士生导师；张晓涵，西南财经大学保险学院博士研究生。

Does Consumer Complaint Hotline Promote Insurance Consumption?

ZHUO Zhi,ZHANG Xiao-han

Abstract：Keeping a smooth complaint hotline is an important demonstration of the high-quality development of China′s insurance industry,but whether this impedes the development of the insurance market remains undecided.Based on the panel data of 334 prefecture-level cities in China from 2009 to 2018,this paper studied the impact of opening consumer complaint hotline on regional insurance consumption and its impacting mechanism by using the method of double difference.The results show that:the opening of insurance consumer complaint hotlines significantly promotes insurance consumption,which is reflected in total regional insurance consumptions,insurance density and insurance penetration;further heterogeneity analysis shows that this effect is more obvious in the eastern region of China,as well as in life insurance market;the analysis by channels indicates that the opening of consumer complaint hotline improves the level of local financial development and legal construction,thus promoting the development of insurance consumption.The conclusion of this paper is of some significance to promote the high-quality development of insurance through broadening channels for consumer to express their demands and desires.

Key words：consumer complaints;insurance consumption;consumer interests and rights;quasi-natural experiment