The Insurance and Pensions Funds Authority (ASF) assessed and closed 8,285 complaints processes in 2023, up 2% on 2022, according to its annual report.
Last year, accidents were the cause of half of the complaints (4,183). Motor insurance recorded the highest percentage of complaints (31.5%), followed by fire and other damage insurance (16.3%), but the number of complaints for financial loss insurance and accident insurance increased sharply in the same year-on-year comparison: 118.5% and 44.3%, respectively. Life insurance is the residual between the cases, accounting for 8% of the total.
More than two thirds (70%) of the complaints came from the operator’s clients – mainly policyholders – and 65% of the complaints were directed at national insurance companies, equivalent to 5,392 complaints. In 37% of cases, the complainant received a positive response.
30 administrative offenses in 2023
According to the annual report, last year the Insurance and Pension Funds Supervision Service (APS) initiated 30 cases of administrative offences and launched 50 investigations into violations of the law.
The body carried out 2,936 inspections, analysed 663 advertisements and responded to 6,409 written requests for information and clarification. Customer service included 32,270 telephone contacts and 405 personal consultations. As part of supervisory actions and the consideration of complaints and reports in 2017, 273 recommendations and specific determinations were made. It also carried out 324 suspensions and 902 cancellations of the registration of insurance intermediaries.
Author: Miguel Bravo Morais This Joao Moniz
Source: CM Jornal
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