"Zero-dollar insurance" is not free, and "Sensorless underwriting" automatically deducts fees. ZhongAn and Taikang Online have received over 30,000 complaints.

Insurance companies emphasize that their underwriting and fee deductions are “compliant,” but consumers’ actual experiences are characterized by “passive insurance” and “unaware fee deductions.”

Under the backdrop of “zero premium insurance” attracting customers with low prices and automatic renewals, related complaints continue to increase. On the Black Cat complaint platform, many consumers indicate that “zero premium insurance” has issues such as “being charged without signing any agreement,” “being charged without knowledge,” “automatic deductions,” “charges without personal consent,” “induced purchases,” “unilaterally activating automatic renewals,” and “inducing the elderly to buy insurance,” with the targets of complaints largely pointing to ZhongAn Online, Taikang Online, and other internet insurance platforms.

Industry insiders state that if consumers discover unauthorized deductions, they should promptly retain evidence and provide feedback and seek rights protection through formal channels such as the 12378 bank insurance consumer complaint hotline.

Zero premium insurance, complaints continue

On March 26, Ms. Wang told Caiwen, “Recently, my mother suddenly received a deduction text message and inexplicably bought insurance. My mother’s health condition wouldn’t even pass the health disclosure, and she doesn’t know where the insurance was purchased. In short, it was deducted through JD, and she only found out after a considerable amount was deducted.”

Ms. Wang helplessly stated that the model of “first month free insurance” is too deceptive; if you don’t regularly check your account deduction information, it’s hard to notice right away, and you might even be deducted for several months in a row.

Image provided by consumers

In response to the situation mentioned above, Caiwen consulted the Taikang Online customer service regarding the sales process and refund issues of the “Super Medical Insurance” mentioned by Ms. Wang.

Customer service stated that Ms. Wang’s mother’s situation "may have occurred by clicking on a product ad page while watching videos. “JD payment is a payment method, and users might enter the insurance purchase page by scanning a QR code (like at charging stations), or while engaging in short video ad marketing promotions.”**

Regarding the compliance of the insurance purchase process, the representative indicated that the sales of related insurance products are all legal and compliant, and the premium and other information is clearly stated on the purchase page (informed), requiring the insured to read and confirm before completing the purchase. The representative also stated, “The situation regarding Ms. Wang’s mother is a normal and valid policy that can be processed for a full refund.”

However, from the related complaints, there is a significant gap between consumers’ actual experiences and the statements of the insurance company customer service. Caiwen found on the Black Cat complaint platform that there are a total of 20,874 complaints using “ZhongAn Insurance” and “ZhongAn Online” as keywords; a total of 18,927 complaints using “Taikang Online” and “Taikang Insurance” as keywords.

Moreover, the complaints predominantly mention issues such as “being charged without signing any agreement,” “being charged without knowledge,” “automatic deductions,” “charges without personal consent,” “induced purchases,” “unilaterally activating automatic renewals,” and “inducing the elderly to buy insurance.”

The Internet insurance companies behind the scenes

Internet insurance companies are those that financial regulatory authorities have specifically approved and registered to promote the innovation and integration of insurance business with the internet, big data, and other new technologies, without branch offices, and specifically engage in internet insurance business nationwide.

So far, there are four internet insurance companies established domestically. Among them, “ZhongAn Online” was approved to start operations in September 2013, becoming the first internet insurance company in the country. “Taikang Online” and “Anxin Property Insurance” were approved to start in November and December 2015, respectively, while “Yian Property Insurance” was approved to start in February 2016. Among the four companies, Yian Property Insurance has been restructured and renamed as the current BYD Property Insurance. Industry insiders also mentioned that Anxin Property Insurance has completed risk disposal and has its related business taken over by the newly established Dongwu Property Insurance.

Currently, the main internet insurance companies operating are ZhongAn Online and Taikang Online. From an operational performance perspective, both companies maintain strong growth resilience and profitability.

For instance, Taikang Online’s solvency report for the fourth quarter of 2025 indicates that the company achieved insurance business revenue of 17.918 billion yuan, a year-on-year increase of 27.45%, and realized a net profit of 463 million yuan, an increase of over eight times year-on-year.

ZhongAn Online recently released its 2025 annual report, showing that the company achieved total premiums of 35.735 billion yuan in 2025, a year-on-year increase of 6.9%; adjusted net profit attributable to the parent company’s shareholders was 1.8 billion yuan, a year-on-year increase of 198.3%.

Regulatory compliance requirements

Regarding the business operations of internet insurance companies, regulations have also established relatively clear institutional norms, setting specific requirements for sales processes, information disclosure, and other aspects.

For example, the “Notice on Strengthening and Improving the Supervision of Internet Property Insurance Business” mentions that it is essential to accurately confirm the financial consumers’ intent to purchase insurance, record and retain the operational trajectory of financial consumers on the sales page, and explain the relevant information of insurance terms to financial consumers, effectively safeguarding their legal rights such as the right to be informed, the right to choose independently, and the right to fair trading, and ensuring traceable management.

The “Regulations on the Supervision of Internet Insurance Business” mentions that insurance institutions engaged in internet insurance business and their self-operated online platforms must meet conditions including: having a legally compliant marketing model, establishing an operational and service system that meets the needs of internet insurance operations, aligns with the characteristics of internet insurance users, and supports business coverage areas.

How consumers can respond

Previously, the Ningxia Regulatory Bureau of the National Financial Regulatory Administration issued a risk reminder indicating that some consumers, due to complex page redirections during insurance purchases or default selections for renewal authorization, face the risk of being charged for internet insurance premiums without being aware of it.

In response, regulators advise that with an increasing variety of insurance purchase channels, the after-sales service processes for internet insurance are relatively complex, and some channels may not allow for easy inquiries about specific insurance situations, consumers should regularly check their statements, keep electronic contracts, and clearly understand the insurance liabilities, automatic renewal rules, and premium change clauses. They should disable unnecessary password-free payments, refrain from casually authorizing deductions, be cautious of pop-up ads, and not ignore text message alerts and critical information.

Additionally, industry insiders note that if consumers discover unauthorized deductions, they should promptly retain evidence and provide feedback and seek rights protection through formal channels such as the 12378 bank insurance consumer complaint hotline.