During the first six months of this year, based on complaints received from discontented policyholders, the ISA has imposed four measures, two of which are fines on three Insurance Companies.

As of June 30, 2021, the Insurance Supervision Agency (ISA) received 82 complaints from policyholders who were dissatisfied with the insurance companies’ operation. In comparison to the same period last year, this year the number of submitted complaints has doubled.

Out of 82 complaints in total, during the first half of this year, 16 were resolved in favor of the appellants, i.e. policyholders who had reported to the ISA regarding their discontent with how the company resolved the reported loss. This is 220% more resolved complaints in favor of the policyholders compared to the same period last year.

The reason for the complaints was the amount of compensation offered by the Insurance Company to compensate the loss, in 21 cases. These complaints have not been processed since the ISA does not decide on the amount of compensation offered.

34 of all submitted complaints were resolved in favor of the companies. Seven complaints were found to be unfounded, two were withdrawn by the appellants, and for two more the proceedings are ongoing.

Regarding the type of insurance, most complaints – 33 were filed for losses incurred in Auto Insurance (the most common class of insurance which is compulsory by law). There were 19 complaints filed for claims for losses covered by Casualty Insurance, and nine were filed by discontented Property Insurance policyholders. Five complaints were for Life Insurance, two for Health Insurance, and one for each of the following: Crops and Fruit Insurance, Travel Insurance, Kasko Insurance, Financial Loss Insurance and General Liability Insurance. Two complaints were filed for other types of insurance.

In 29 cases, the reason for the claim had been the basis for loss payment, and in 21 cases the amount of compensation. Five appellants complained about the deadline within which the company should respond to the complaint. There are four complaints about the deadline for processing the loss and payment of compensation, and two about the amount of recourse. Ten more complaints have been filed on other grounds.

Most complaints in the first half of this year have been submitted for the operation of “Uniqa” i.e. 13. Nine complaints each have been filed for “Halk Insurance”, “Grawe Non-Life” and “Eurolink Insurance”. Eight for “Wiener”, five complaints each filed for the operation of “Croatia Life” and “Euroins”. Four complaints have been filed for “Sava Insurance”, “Triglav Insurance” and “Osiguritelna Polisa”. One complaint each for: ADOR “Macedonia”, “Croatia Insurance – Non-Life”, “Grawe”, the National Insurance Bureau and the Insurance Brokerage Company “SN Broker”. During this period, there have been no complaints filed for: “Wiener Life”, “Triglav Life” and “Uniqa Life”.

Of the total number of submitted complaints, 67 have been submitted by citizens (natural persons), and 15 by legal entities.

A complaint is submitted to the ISA if the insured is not satisfied with the insurance company’s response to the claim or has not received a response within 30 days. The ISA does not investigate anonymous complaints or cases which court or other proceedings are being conducted for.

The Insurance Supervision Agency (ISA) is an independent regulatory body that regulates the insurance market, supervises the operation of insurance entities, takes care of the protection of rights of the insured and contributes to financial education and inclusion of the population.