According to the official data of the Insurance Supervision Agency (ISA) for the first three months of this year, the number of complaints filed by insured persons dissatisfied with the services of the companies from which they bought insurance policies has increased by 56 percent. According to the Law on Insurance Supervision, every insured person has the right to file a complaint to the ISA if he / she is dissatisfied with the work of the company from which he / she purchased the insurance policy.
For the period January – March, the insured filed a total of 36 complaints against insurance companies compared to 23 complaints filed in the same period last year. From the submitted complaints, the ISA in four cases decided in favor of the insured persons who were submitters of complaints, for 17 cases the procedure is ongoing, and for two complaints it was determined that they were submitted without grounds for action. In nine cases, the reason for the complaint was the amount of compensation offered to compensate the damage. These complaints are not processed because the ISA does not decide on the amount of compensation offered. Three of all submitted complaints have been resolved in favor of the companies.
In the first three months, 30 individuals and six legal entities filed complaints.
In terms of the type of insurance, most complaints – 13 were filed for auto liability damages (compulsory insurance). For claims for damages covered by accident insurance, 10 complaints were filed, and five related to dissatisfied insured persons with property insurance. Three complaints are for life insurance, and one each for travel insurance, hull insurance and agricultural insurance.
Most insured persons, a total of 13, complained about the grounds for payment of damages. Nine of the amount of the offered compensation, four reacted to the processing of the damage, one complaint each for the deadline for payment, response to the complaint and the amount of recourse. On other grounds, five complaints were submitted.
In the non-life insurance section, eight complaints were filed against Uniqa, seven complaints were filed against Wiener Life, five against Grave Life, two each against Hulk Insurance, Euroins and Eurolink. One complaint was received for: “Sava”, “Triglav”, “Croatia Lifeless”, “Insurance Policy” and the National Insurance Bureau. There are three complaints from life insurance companies about “Croatia Life Insurance”. In this period there are no complaints for “ADOR Macedonia”, “Grave life”, “Unika life”, “Triglav life” and “Wiener life”.
A complaint is submitted to the ISA if the insured is not satisfied with the company’s response to the claim or has not received a response within 30 days. The ISA does not investigate anonymous complaints or cases for which court or other proceedings are conducted.
The Insurance Supervision Agency (ISA) is an independent regulatory body that regulates the insurance market, supervises the work of insurance companies, takes care of the protection of the rights of the insured and contributes to the financial education of the population.