According to the Bank of Russia, for the first time in the last few years the market has seen a decrease in the number of complaints from consumers of financial services, which was mainly due to a sharp reduction in complaints against MTPL in 2018 by 43.1%.

As the data of the regulator show, in 2018 the main part of the complaints against non-credit financial organizations (62.2%) was submitted in relation to insurers, at that the total number of such complaints dropped y-o-y from 74.3% in 2017.

81.5% of the total number of complaints against insurers were submitted in relation to MTPL. Among the main problems the regulator points out application of bonus-malus (accident-free driving), refusals to conclude insurance agreements and issuance of e-policies. However, the number of complaints in MTPL decreased by 43.1% y-o-y. The most significant decrease (by 62.9%) was recorded in complaints against e-MTPL as a result of regulatory supervisory measures aimed at elimination of violations in the insurers' websites work. Complaints about miscalculation of bonus-malus dropped by 40.9% y-o-y thanks to restoring of correct bonus-malus value, implemented by the regulator and RAMI (the Russian Association of Motor Insurers).

Despite the decline in the mentioned categories, the number of complaints against in-kind compensation in MTPL went up (in 2017 in the second half year the number of such complaints was 300, and in 2018 it reached 1.5 thousand), according to the regulator.