생명보험 민원발생지수 왜곡 감소 방안

This article studies the distortion of the consumers’ complaints index for the financial companies. The system of complaints index has enforced by Financial Supervisory Service since 2001 attempts to offer a fair information about the financial companies for the rational consumers’ choice. The complaints index is a kind of standardization index calibrated by the formular which contains a number of complaints and financial status of the various financial companies classified by the financial services. The evaluation system developed in terms of fairness has been carried out since 2002, however, there is still remaining problems of the distortion that undermines fairness and credibility of the complaint index. Especially, the evaluation index of the life insurance companies contains the financial index that is the revenue of insurance premium. Revenue from savings type insurance is average 3.25 times larger than the revenue from protection type insurance since 2001, therefore, the complaint index of the life insurance company oriented in protection type insurance tends to overestimate and the index of the company oriented in savings type insurance tends to underestimate. For this reason, the original intention of announcing complaint index that would like to offer fair information for the rational choices would be undermined. Furthermore, the system of the complaints index should be improved in the sense that the protection type insurance is representing essence of insurance that the insurance will protect against future risks.