You can come here to try online mediation. If you encounter disputes in the banking and insurance industry, you can mediate in Shanghai | Center | Insurance Industry

Release time:Apr 14, 2024 00:47 AM

Recently, a special dispute over a financial loan contract worth over 100 million yuan was successfully resolved at the Shanghai Banking and Insurance Dispute Mediation Center. The uniqueness of this case lies in the fact that the parties and the mediation center are located in Beijing, Heilongjiang, and Shanghai, making communication and coordination difficult if traditional on-site mediation methods are used. But through the Shanghai Banking and Insurance Dispute Mediation Center's "one-stop dispute mediation platform", mediation is convenient and fast, and parties can solve problems in a timely manner no matter where they are.

After logging in to the mediation platform online, the mediator and the parties realized online "face-to-face" mediation through remote video conference, greatly reducing the time cost and transportation expenses of the parties. This online mediation platform has also successfully connected to the Shanghai Financial Court's online platform for resolving financial disputes. Third party officials can also access the online mediation platform to witness the mediation plans reached by the parties involved.

This is a microcosm of technology empowering dispute resolution in the banking and insurance industries. In order to meet the growing demand for financial mediation, the Mediation Center officially launched a one-stop dispute mediation platform system in 2018, leading the upgrading of traditional dispute resolution methods, creating the "Internet plus+mediation" model, improving the scientific and intelligent level of industrial mediation and dispute resolution efficiency, providing more convenient, efficient and high-quality dispute resolution services for parties, and helping the Shanghai International Financial Center to create a high-quality legal environment and business environment.

This platform basically meets the full process work needs of Shanghai's banking and insurance industry mediation through four distinctive functions - artificial intelligence AI outbound call system embedding, multiple authentication of security operation and maintenance qualifications, direct litigation and mediation, and synchronous/asynchronous dual mediation mode.

Among them, the artificial intelligence AI outbound calling system is embedded with voice to text function, which transfers some simple and repetitive low value and auxiliary work to the system for processing, effectively releasing existing manpower for mediation work. Multi certification of security operation and maintenance qualification includes two aspects. One is network identity certification, which supports docking with the public security registered residence registration database for face recognition, identity information verification and paperless electronic signature to ensure the accuracy of the identity of the parties; The second is electronic evidence storage, which is certified by CFCA to solidify electronic evidence storage and online operation records, endowing mediation work results with high traceability, effectiveness, and irreversibility of business operation records. The innovation of the direct connection function between litigation and mediation supports the information transmission with the judicial platform system, deepens the connection and saves judicial resources, and promotes the formation of a litigation and mediation connection mechanism. Asynchronous mediation can realize the docking of WeChat official account, carry out multi-party online real-time communication, and facilitate the parties to use their spare time to process mediation information in a timely manner.

At present, this online mediation platform has basically achieved the intelligent mediation integration function of "integrated dispute resolution, networked dispute resolution methods, visualized platform management, and data-driven case information", helping the mediation center successfully increase its annual mediation volume from a thousand cases to ten thousand cases, effectively alleviating the contradiction between the rapid increase in the number of cases and relatively limited work resources, and continuously improving the efficiency and ability of dispute resolution in the mediation center. In the next stage, the mediation center will further deepen digital reform. On the one hand, using data flow to drive business flow, unifying the entry points for banking and insurance mediation, synchronously developing mobile applications, and achieving full process, full coverage, and fully standardized operations. On the other hand, focusing on the full process information management, it is planned to store relevant documents, audio and video materials in the system in the form of electronic documents, to achieve document information "adjustable at any time, anywhere, and on the go".

On the basis of vigorously promoting online mediation, the mediation center continues to increase its support for financial institution branches and extend its service reach. In March 2023, the "Mediation Workstation" was first established in Pudong Court and Industrial and Commercial Bank of China Pudong Branch, aiming to respond promptly, intervene quickly, take a step forward, and effectively resolve conflicts between banks and customers, striving to resolve financial disputes at the grassroots level. At the same time, focusing on the "big mediation" pattern, we will gather judicial departments, administrative agencies, and relevant social organizations to jointly establish a diversified dispute resolution mechanism, standardize and refine operational processes, strengthen the connection mechanism between financial dispute mediation, administrative mediation, and litigation mediation, and continuously improve the construction of a full process consumer protection system.

It is reported that the future mediation center will timely summarize the achievements in various practical fields, dynamically enrich the "Shanghai model" of dispute mediation in the banking and insurance industry, enrich the construction of the full process financial consumer rights protection system of the Shanghai Banking and Insurance Regulatory Bureau, and help improve the overall business environment in Shanghai and even the Yangtze River Delta.

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