RUSSIA: the number of complaints on MTPL in 1Q2021 was the minimum for the entire period of the financial ombudsman's operation

31 May 2021 —
In the first quarter of 2021, the number of complaints on MTPL recorded by the financial ombudsman was minimal, which, among other things, was influenced by the stimulation of customer focus of insurers, who did not find it profitable to bring disputes to the financial ombudsman, ASN reported with reference to the financial ombudsman's press-release.

According to the financial ombudsman - Svetlana NIKITINA, the number of MTPL complaints to the financial ombudsman in the first quarter of 2021 decreased by 27.7% y-o-y, to 31,043.

The number of complaints on MTPL for the first three months of the year became the minimum compared to quarterly data for the entire period of the financial ombudsman's operation.

The main disputes in MTPL are related to the fact that clients do not agree with amounts of insurance compensation, refusal to pay or timing of the compensation payment. As Svetlana NIKITINA noted, MTPL is the most common type of insurance, therefore, in this segment, there is always the greatest number of disputes, which also affects the share of MTPL in the total number of appeals to the Financial Ombudsman Service. At the end of the first quarter of 2021, the share of MTPL complaints in the total number amounted to 70% (vs 87% in the first quarter of 2020), according to the press release.

"In recent years, there have been many changes in the MTPL regulation, and now this has a positive effect, including the decreased number of disputes. In addition, positive changes are associated with one of the tasks for which the institution of pre-trial settlement of disputes was created, namely, resolution of disagreements during claim procedure, when an insurance company shows customer focus and does not bring the situation to the point when the dispute is submitted to the financial ombudsman", Svetlana NIKITINA explained.