LATVIA: Last year, the largest number of insurance disputes received by the LAA ombudsman were on Motor Hull

23 February 2023 —
In 2022, the ombudsman of the Latvian Insurers' Association (LAA) received 35 customer complaints about insurance services and the largest number of them were about Motor Hull, while in 2021 most complaints were submitted about property insurance. Total number of complaints in 2022 compared to 2021 has increased very slightly (35 vs 32), Latvian Insurers' Association (LAA) reports.

The LAA ombudsman considered 27 complaints last year, 5 were fully or partially satisfied, 21 were rejected, in one case a settlement was concluded. "The average duration of consideration of a complaint at the LAA ombudsman is 90 days. This means that a client gets a clear decision on his/her case in no more than three months - the ombudsman is a relatively fast and effective mechanism for dealing with out-of-court disputes", says LAA ombudsman Kristina Petersone.

The ombudsman received the most complaints in 2022 about Motor Hull (16), followed by property insurance (8), travel insurance (6), health insurance and general liability insurance (2), and accident insurance (1).

The submitted complaints are based on disagreements between clients and insurers regarding interpretation of insurance provisions and amounts of insurance compensation, different assessment of actual circumstances, vaguely worded insurance contract terms and insufficiently motivated or erroneously justified refusals to pay insurance compensation.