In 2017 clients lodged 367,916 complaints on insurance sector entities. 25% of them were considered in accordance with the client’s demand.
In 2017 clients submitted 14,356 motions concerning insurance activity. Most of them entail infringements in the motor insurance sector (35%). Clients complained about refusal to award compensation, or part such, or underestimating the amount of compensation.
The Financial Ombudsman Bureau advised 13,216 times by telephone. The insured parties submitted complaints about motor insurance, especially the claims settlement process.
As the Financial Ombudsman’s report stated, the number of motions to start the ADR (alternative dispute resolution) process increased. Last year 2,251 of these motions were submitted to the Financial Ombudsman Bureau relating to insurers’ activity. In 2016 there were 1,930. Most of them (44%) entailed life insurance and about 30% motor insurance.
According to the report, disputes between insurers and their clients arose due to lack of understanding insurance agreements and the scope of risk protection and the amounts of estimated compensation by insurers.
