Who falsified customer records?
According to the reflection of Mr. Truong Duc Trung (born in 1986), residing in Ha Binh commune, Ha Trung district, (Thanh Hoa), in 2019, he bought insurance from Manulife Insurance Company with Ms. Tran Thi Sinh - a company employee - as the contract. Since then, he has not participated in any other insurance contracts.
After that, Mr. Trung stayed at home and paid monthly according to the contract.
On March 19, 2023, because he was busy working far away and could not pay the insurance premium directly, he transferred money and asked Ms. Sinh to pay the money on his behalf.
“After transferring the money, Ms. Sinh texted me to send her the contract number, ID number, and a photo of her signature with full name after the contract. At the same time, Ms. Sinh asked me to take a photo of both sides of the ID card to avoid making a mistake in paying. Trusting her, I sent my personal information as requested,” said Mr. Trung.
After sending the payment, but not receiving any notification from Manulife about the payment as usual, Mr. Trung suspected that there was a problem with his contract.
On March 22, Mr. Trung unexpectedly received an email from Manulife Insurance informing him of the completion of the request to change the insurance contract and sent it to the customer for confirmation.
“Suspecting that my personal information was being used for other purposes, I went to an agency in Hai Duong to check. The agency staff said that my contract had been changed, and there was a new contract with my name and the agency code, and a bank account number under my name. In fact, I did not receive any information about the new contract,” Mr. Trung worried.
Faced with the above unusual incident, Mr. Trung reported it to Manulife company.
On September 20, Mr. Trung was discussed by Ms. Le Thi Hue (Head of Sales Department of CMC 84 Bim Son, Thanh Hoa - Manulife Company) about the fact that his new profile had the signature of Ms. Duong Thi Nhai - an agent of Ms. Hue's office, so she wanted to clarify.
Talking to PV. VietNamNet, Ms. Le Thi Hue said that the Chinese customer is not from Duong Thi Nhai agency, nor is he under the management office.
“I don’t understand why the new file of the Chinese customer that the company announced had the signature and full name of the agent (witness) Duong Thi Nhai. When reporting, Ms. Nhai affirmed that she did not know the Chinese customer, nor did she sign any file for this customer, and asked the company to clarify,” Ms. Hue said.
Ms. Hue said that according to the correct procedure, to sign an insurance contract for a customer, the staff must go to the place to meet and consult directly. When agreeing, the customer must sign the contract directly, then have confirmation from the company on the customer's phone number, email, relatives and the customer must directly make a bank card.
Mr. Le Nhat Chung, Director of CMC 84 Bim Son - Ha Trung area, also acknowledged that customer Truong Duc Trung did not belong to the branch he managed. It was only when the company sent an email requesting verification and clarification of agent Duong Thi Nhai's signature on the customer's profile that he found out.
"We hope the company will clarify the matter so as not to affect individual employees and regional branches," Mr. Chung requested.
Strictly handle the opening of fake contracts
Regarding the above, a representative of Manulife Company stated that, according to the company's fee collection policy, the company does not collect fees through agents, nor does it allow or authorize agents to collect fees on its behalf. In this case, customer Truong Duc Trung proactively shared his personal information with an agent named Sinh and asked this agent to pay the fee on his behalf.
The company has advised customers to be cautious when sharing personal information. Furthermore, in this case, agent Sinh is not the agent directly taking care of the contract of customer Trung. Therefore, the customer actively shared personal information with agent Sinh, the company was completely unaware.
Also according to Manulife representative, according to the investigation, the contract that customer Truong Duc Trung participated in in 2019 is still fully paid up to the present time.
The new contract - which was allegedly opened by the agent to steal the company's commission - was canceled by the customer immediately after opening. The premium paid for this contract was also transferred to a bank account under the name of Truong Duc Trung. The customer suffered no financial loss.
The company is investigating whether the customer consented to the agent opening the fake contract, because the paid fee was transferred to the customer's account, not the agent's account.
In case the account is opened under the customer profile and in the customer's name, but not controlled by the customer, the company recommends that the customer contact the bank for clarification.
Responding to Manulife's response, Mr. Trung said that because he trusted Ms. Sinh as the person who filed the insurance application earlier (in 2019), he trusted her to pay the money on his behalf. He himself did not know anything about this fake contract, so when he discovered it, he asked the company to clarify.
"If I was the one who proactively provided personal information to create fake documents, there is no need for me to make a complaint to the company," Mr. Trung affirmed.
"Regarding the agent opening fake contracts, the company is the victim and the party that suffers financial losses. The company is conducting an extensive investigation to assess whether or not the agent opened fake contracts to profit from the company and forwarded them to the authorities as prescribed. The company will also soon have an official response to the Chinese customer regarding this complaint," informed a Manulife representative.
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