《保险研究》20260202-《保险“双录”政策的消费者权益保护效应研究》（毕泗锋、赵兴泰）

［摘   要］为保护消费者权益，保险监管机构于2017年发布《保险销售行为可回溯管理暂行办法》，要求兼业代理等机构在人身保险销售环节录音录像（简称“双录”政策）。此后地方监管机构又陆续出台了 “双录” 深化政策，将包括个人代理销售渠道在内的大部分人身险也纳入“双录”监管范围。本文基于2017～2022 年期间人身保险公司和地区融合数据，检验人身险“双录”政策对消费者权益保护效应的影响。研究发现：第一，2017 年“双录”政策实施后，两年内人身保险纠纷投诉率显著下降；第二，各地区推行的保险“双录”深化政策显著降低了本地区的销售纠纷和理赔纠纷投诉量，消费者权益保护效应提升显著；第三，异质性分析显示，人身保险发展程度较高、中介组织服务条件以及行业协会对企业帮助程度较高的地区，相对于其他地区而言，“双录”深化政策的消费者权益保护效应更为显著。本文的研究发现提供了应用新型监管科技（SupTech）手段提升消费者权益保护效果的新证据，可为政府和监管部门进一步推广数字化监管政策提供决策参考。

［关键词］保险“双录”政策；消费者权益保护；纠纷投诉；监管科技

［基金项目］国家社会科学基金面上项目“人工智能冲击下的劳动需求结构变化对社会保险系统的影响及应对策略研究”（25BKX068）。

［作者简介］毕泗锋，山东财经大学金融学院教授；赵兴泰，山东财经大学金融学院硕士研究生。

The Impact of the Insurance “Double Recording Policy” on Consumer Protection

BI Si-feng，ZHAO Xing-tai

Abstract：To protect consumer rights，the insurance regulatory authority issued the “Interim Measures for the Traceability Management of Insurance Sales Behaviors” in 2017，requiring institutions such as ancillary agencies to make audio and video recordings during the life insurance sales process （hereinafter referred to as the “DRP”.Subsequently，local regulatory authorities have introduced deepening policies for the DPR，which covers most types of life insurance products，including those sold through individual sales channels.Based on the data of life insurance companies and regions from 2017 to 2022，this paper examines the impact of the DRP on the protection of consumer rights in life insurance.The study finds that：（1） the initial implementation of the DRP in 2017 led to a significant decrease in the dispute complaint rate of life insurance within two years；（2） the deepening “double recording” policy implemented locally significantly reduced sales dispute and claims dispute complaints in the region，indicating a significant improvement in consumer protection；（3） heterogeneity analysis shows that regions with higher development of life insurance，better intermediary service conditions，and stronger industry association support exhibit more significant consumer protection effects from the deepening DRP compared to other regions.These findings provide new evidences that applying new regulatory technology （SupTech） enhances consumer protection and offer decision-making references for further promotion of digital regulatory policies by governments and regulators.

Key words：insurance double recording policy；consumer protection；insurance dispute complaints；SupTech