In 2021, the Ombudsman of the Latvian Insurers' Association (LAA) received 32 customer complaints about insurance services, and the largest number was received for property insurance (18), LAA wrote.

The main reasons for the submitted complaints are different interpretations of insurance terms by clients and insurers, different assessment of event circumstances, unclear terms of insurance contracts, disagreements on amounts of insurance indemnity and uninsured or erroneously refused insurance indemnities.

"After a long time in the position of the LAA Ombudsman, I can say there is a clear conclusion about the main reason for customer complaints - lack of information and communication: a customer may not understand anything but does not ask, an insurer fails to provide sufficient, simple, and clear information, or both parties have different understandings of a condition, but do not discuss it. Of course, there are cases when insurers make unreasonable decisions, such as refuse to pay, and the Ombudsman reacts accordingly. However, many things can be prevented by properly negotiating terms of insurance contracts", says LAA Ombudsman Kristina PETERSONE.