Insurers insure themselves against the Ombudsman – Kommersant
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Insurers in 2022 began to complain less to the financial ombudsman about insurers. The number of such appeals decreased by 16%, to 135,000. Moreover, this happened against the backdrop of a sharp increase in the OSAGO market, which accounts for the majority of complaints. According to experts, taking into account the experience of numerous decisions in favor of citizens, insurance companies are trying to resolve disputes with clients without bringing them to the level of a financial ombudsman.
According to the results of 2022, the number of complaints against insurers to the Financial Ombudsman Service decreased to 135,000 appeals against 161,000 applications in 2021, Svetlana Maksimova, Financial Ombudsman, said at the Loss Adjustment in Insurance conference. According to her, the reduction is explained, in particular, by a slight subsidence of the market and improved regulation of the insurance segment.
Experts add that the number of complaints against insurers has decreased due to the disciplinary influence of the financial ombudsman service. Insurers understand that “in certain situations, the financial commissioner over and over again makes decisions in favor of clients,” so it is worth revising certain internal rules so that there are fewer such situations, explains Alexei Yanin, managing director for ratings of insurance and investment companies Expert RA. Understanding that you will have to pay, and even with a fine, encourages insurance companies to minimize cases of unreasonable refusal and engage in quality management, notes Alexander Tsyganov, a professor at the Financial University under the Government of the Russian Federation.
At the same time, according to the financial ombudsman, the main share of requests (78%), as in 2021, fell on OSAGO. At the same time, the directions of complaints in the segment have changed. In particular, the share of those who disagree with the amount of insurance compensation increased to 52% against 42% in 2021. At the same time, the number of disputes in which the policyholder does not agree with the denial of insurance compensation has decreased to 16%, while in 2021 they accounted for 26%.
Sergey Uchitel, a partner at the Pen & Paper Bar Association, explains that the problems of the size of insurance payments became most acute in 2022 due to the departure of many leading automakers from the Russian market, the shortage and rising cost of spare parts for auto refurbishment. The increase in the number of those customers who argue about the cost indicates that repair prices have significantly outstripped payments for insured events and fewer people began to agree to symbolic payments, says Dmitry Yanin, Chairman of the Board of the International Confederation of Consumer Societies (ConfOP).
According to the Central Bank, the fees of Russian insurers for OSAGO at the end of 2022 increased by 21%, to 273 billion rubles. Payments increased by 11% to RUB 159.8 billion. The average insurance payment in OSAGO amounted to 70 thousand rubles.
According to Mr. Uchitel, since the ultimate goal of OSAGO is still to minimize the risk of the owner of the vehicle in connection with an accident, in the current conditions the only way that can solve this problem is to legislate that the priority way to compensate for harm will be refurbishment. If the insured person chooses the monetary form of compensation, then all the risks associated with an increase in the cost of spare parts, the impossibility of acquiring and replacing them in a timely manner, he assumes, the expert notes.
Experts expect that this year the number of complaints against insurers will continue to decline. According to Mr. Yanin, this is due to the fact that insurers should adjust their work in those areas in which complaints are most satisfied.
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