Where to complain about an insurance company under MTPL

Send a complaint to RSA

We remind you:

1. RSA considers requests from citizens and organizations only on issues of compulsory motor liability insurance, insurance within the framework of the international Green Card system and technical inspection of vehicles!

RSA does not provide consultations!

2. Appeals received by the RSA are considered in the manner established by the Rules of Professional Activity, developed on the basis of Federal Law No. 59-FZ dated May 2, 2006 “On the procedure for considering appeals from citizens of the Russian Federation.”

The period for consideration of the application is 30 days. In exceptional cases, the period for consideration of an application may be extended by no more than 30 days.

3. When filing a complaint about incorrect application of the MSC, you must:

Full name (full name),
date of birth,
driver's license number - to verify the correct application of the CBM under contracts with a limited list of persons allowed to drive a vehicle;
the number of the applicant's driver's license and passport, as well as the VIN of the vehicle (to verify the correct application of the CBM under contracts concluded under conditions that do not provide for a limitation on the number of persons allowed to drive a vehicle);
number of the previous driver's license and passport, if the document was replaced.

attach copies of your driver's license (current, previous) and passport (current, previous).

How and where to complain about an insurance company

If the insurance company delays the payment of insurance compensation, refuses to issue a compulsory motor liability insurance policy, imposes additional services on you, or violates current legislation in another way, you can write a complaint against the unscrupulous insurer. If the request is completed correctly and a real return address is indicated, then you will definitely receive a response to it within the time frame established by the legislation of the Russian Federation.

How to write a complaint against an insurance company

A complaint against an insurance company is usually made in any form, but there are several general recommendations that, if followed, will increase the chances of your complaint being considered and a decision made on it as quickly as possible. To ensure that the complaint is drawn up as correctly as possible, carefully read the insurance contract (if you have a valid contract)

How to write a complaint against an insurance company:

Indicate the name and details of the organization to which the complaint is being filed, as well as the full name and position of the person in whose name the complaint is made (for example, the director of an insurance company).
Please indicate your full name and contact details.
Describe the situation (reasons for contacting the insurance company, actions of the insurance agent, etc.).
Describe the essence of the complaint: what rights, contract clauses or legislative acts were violated.
Give reasons for what decision you expect in your matter or what measures you are asking to take.
Attach copies of documents confirming your words (for example, an insurance contract, copies of letters to the insurance company, checks, certificates, witness statements, etc.). Please include a list of supporting materials in the text of your appeal.
Put the date and signature.

If you send your complaint by mail, be sure to keep receipt of receipt. This document can be used in court if you decide to file a claim against an unscrupulous insurer.

When filing a complaint in person, prepare a second copy and be sure to ensure that your complaint is registered. Put the incoming number or a receipt stamp (date, time, name and position of the person who accepted the complaint) on your copy.

Where to file a complaint against an insurance company

In Russia, several organizations handle disputes between insurance companies and individuals (legal entities). A complaint against an insurance company can be filed:

Directly to the head of the insurance company.

The insurer has 14 days to consider the complaint. During this period, you are required to provide a written response.

To the Russian Union of Auto Insurers (RUA).

RSA is the first trade union whose rights and status are enshrined in law. This is a non-profit organization that provides compulsory civil liability insurance for vehicle owners and monitors compliance with the rules of professional ethics on the part of insurance companies.

RSA accepts complaints and requests from citizens and organizations only on issues of compulsory motor liability insurance and insurance within the framework of the international Green Card system! Consultations and consideration of complaints regarding other types of insurance are not carried out by RCA!

To the Federal Antimonopoly Service.

You can apply here if the insurance company has a monopoly on the insurance market in your place of residence and illegally imposes additional “package” services on you. For example, it refuses to issue a compulsory motor liability insurance policy without drawing up a life or property insurance contract.

You can call the FAS by phone: (499) 755-23-23 (multi-channel)

Address for sending letters:

125993, Moscow, st.
Sadovaya-Kudrinskaya, 11, D-242, GSP-3 Artemyev I. Yu.
Email address: [email protected]

More information about the powers of the FAS and work with appeals can be read on the official website of the organization fas.gov.ru.

You can also send an electronic appeal by filling out a special form: http://fas.gov.ru/contacts/requests/napisat-v-fas-rossii/.

You can track the stages of consideration of your letter in your personal account.

There is also a Public Reception on the ground floor of the service building.

Reception curator - Lada Kablova, tel. (499) 755-23-23 ext. 088-169

Working hours: Monday - Thursday from 9.00 to 18.00, Friday - from 9.00 to 16.45.

Rospotrebnadzor

The Federal Service for Supervision of Consumer Rights Protection and Human Welfare (Rospotrebnadzor) is an executive body that carries out legal regulation in the field of consumer rights protection.

Head: Anna Yurievna Popova

Postal address: 127994, Moscow, Vadkovsky lane, 18, buildings 5 and 7
Phone: +7 (499) 973-26-90
Email: [email protected]
Official website: http://www.rospotrebnadzor.ru/.

Since 2007, the “Public Reception” has been operating. The work schedule can be viewed at the link: http://rospotrebnadzor.ru/feedback/.

You can also contact Rospotrebnadzor by filling out the electronic feedback form http://rospotrebnadzor.ru/feedback/new.php
Please carefully read the basic requirements for applications:
All contact information must be accurate and complete. No response will be given to anonymous letters or letters with an incomplete/inaccurate return address.
The text of the complaint against the insurance company should be as concise as possible (no more than 2000 characters).
To ensure that your complaint is considered as quickly as possible, please indicate in your letter the address of the event or fact you described, and indicate your telephone number so that an authorized employee can, if necessary, contact you and clarify the necessary information.
Supporting documents attached to the complaint should not exceed 5 MB. The formats allowed for sending are written in electronic form.
Do not use profanity, insults or threats in the text. Such complaints remain unanswered.
Residents of constituent entities of the Russian Federation must contact the Rospotrebnadzor Office at their place of residence. A complete list of branches is available at the link: http://rospotrebnadzor.ru/region/structure/str_uprav.php
Complaints against court decisions are not accepted.

An official response to your request must arrive by mail or email within 30 days.

To the Central Bank

If the insurance company refuses to conclude a compulsory motor liability insurance agreement, delays the period of compensation for damages, or otherwise violates the law, you have the right to write a complaint to the Central Bank of Russia (Central Bank), which controls the work of non-credit financial organizations.

Address: 107016, Moscow, st. Neglinnaya, 12.

Chairman – Nabiullina Elvira Sapikhzadovna

To the court or prosecutor's office.

By going to court or the prosecutor's office, you can recover not only material, but also moral damage. To do this, you will need to competently draw up a claim. You can contact professional lawyers or try to file a claim yourself.

File a complaint with the RSA against the insurance company

You can file a complaint with the Russian Union of Auto Insurers (RUA) as follows:

Send a letter by mail or bring it in person and register it at the reception:

Address: 115093, Moscow, st. Lyusinovskaya, 27, building 3 (metro station Dobryninskaya)

Reception of citizens is carried out according to the schedule:

Tuesday – from 15-00 to 18-00

Thursday – from 9-00 to 12-00

Send a scanned copy of the complaint or email to RSA: [email protected] , [email protected]

Advice on writing complaints against insurance companies is provided by the RSA information center:

(495) 641-27-85 (for Moscow and the region);
8-800-200-22-75 (for other regions of the Russian Federation).
(495) 641-27-87 — Information and consultation center “Green Card”.
(495) 771-69-44

File a complaint against the insurance company with the Central Bank

One of the main functions of the Central Bank is to protect the interests and rights of not only policyholders, but also insured persons. Therefore, you have the right to file a complaint against the insurance company.

How to do it:

Send a complaint by mail: 107016, Moscow, st. Neglinnaya, 12,
Register an application at the Bank of Russia Internet reception on the official website.

Follow the link http://www.cbr.ru/Reception/
Select "Submit a complaint"
Fill out the preliminary form.

You will be required to select the topic of the complaint in the “Insurance Organizations” section and select the type of problem from the proposed list. Then the program will generate an information message on the selected topic regarding your rights and further actions. Please read this information carefully. If you still haven’t changed your mind about filing a complaint against the insurance company, click on the “Proceed to filing a complaint” button.

Fill out the complaint form
indicate the name of the organization you want to complain about;
enter the text of the appeal (no more than 5,000 characters);
fill in additional information (date and place of event, region)
Attach supporting files of the permitted format and size.
Enter the security code and click "Submit".

Residents of the regions can contact the regional branches of the Central Bank in their district. The list of branches in the region is available at http://www.cbr.ru/region/.

A response to the complaint will be given no later than 30 days from the date of its registration.

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Where to complain about an insurance company under MTPL

Compulsory car insurance has become part of our daily routine since 2003. OSAGO is issued at any insurance company in the Russian Federation at the choice of the car owner. If the insurance company does not fulfill its duties fully and violates the rights of clients, there is no need to remain indifferent, fight. In our article we will tell you where to complain about an insurance company under compulsory motor liability insurance in Moscow and the Moscow region, and how to properly file a claim.

Reasons for filing a claim against an insurance company under MTPL

Most often, motorists encounter the following unpleasant situations with the insurance company:

The insurance company refuses to compensate for the losses of a victim in an accident without any grounds or stupid reasons.
The payment amounts are deliberately understated.
During the process of issuing a policy, additional insurance is imposed.
Tariffs are going up.
Unreasonable refusal to provide services for concluding an MTPL agreement.
KMB errors.
They are delaying the issuance of the MTPL document for technical and personal reasons.
Repairs carried out at the request of an insurance company after an accident do not satisfy the client.

There are many more reasons for filing a complaint against the Investigative Committee. For any of them, be sure to come to the immediate managers of insurance companies or supervisory authorities for clarification.

Where can you complain about an insurance company under compulsory motor liability insurance?

In most cases, the offended car owner settles disputes with the superiors of the negligent employee. If the actions of an ordinary insurer are assessed positively by the head of the insurance company, the law, in your opinion, is being violated purposefully by conspiracy, feel free to go to the following state regulatory authorities:

We will tell you in order how to complain about an insurance company under compulsory motor liability insurance and where exactly to send a request for protection of rights.

Insurance Company

First, try to solve the problem “peacefully”, contact the administration of the Investigative Committee. If an employee made a mistake due to lack of experience or force majeure, management will order the shortcomings to be corrected. In this case, you will not have to file a complaint with human rights authorities.

If the administration of the insurance company fully supports the working method of an ordinary insurer, and you do not agree with its decision, proceed as follows:

Take a written refusal from the insurer to understand the problem that has arisen.
Write or make a complaint orally at the head office.
If you file a complaint online, use the feedback on the Investigative Committee’s website.

This application will be investigated. The company will notify the client of the results by phone or email. If there is no response within 10-14 days, or you are not satisfied with the decision made, contact the supervisory authorities.

Important! Select the addressee for the complaint based on the essence of the problem that has arisen, proceed step by step. Do not try to flood all institutions on the list with letters at the same time. It's ineffective.

central bank

Monitors compliance with the law in the field of compulsory insurance. May deprive the insurance company of its license. Write to the Central Bank in the following situations:

You don’t want to pay for additional services imposed by the insurer.
There are misunderstandings regarding the financial part of concluding an insurance contract, payments are missing or are delayed.
Any controversial issues regarding CASCO.
Insurance company employees refuse to enter into an agreement with you.
The car was poorly repaired after the accident and the time frame was delayed.

You can complain about an insurance company for compulsory motor liability insurance in Moscow on the Central Bank website through feedback in the online reception http://www.cbr.ru/ or call the hotline + 7 (495) 621-64-65; 8-800-250-40-72.

In your written complaint, please include:

Accurate passport details of the applicant, contacts.
Description of the problem with evidence (video, photo, copies of letters to the Investigative Committee office, etc.).
We request you to check the legality of the actions of the insurance company's employees under compulsory motor liability insurance.

The application is considered for 30 days. The answer will come by mail, by email.

On a note! Intimidate the leaders of the Investigative Committee Art. 27.34. Code of Administrative Offenses of the Russian Federation before applying to the Central Bank. This law allows the Central Bank to resolve cases of administrative violations, for example, imposing additional restrictions, insulting a person when refusing to issue a policy, etc.

The responsibilities of the auto insurers union include the following powers:

Collection of fines for intentional violation of the law under compulsory motor liability insurance.
Revocation of a license from an insurance company due to gross and frequent violations of work.
Exclusion of unscrupulous companies from the RSA.

Submit a request to consider your case on the website https://www.autoins.ru/. In Moscow, call: +7(495) 771-69-44 write an email to [email protected]

On a note! There is no point in contacting RSA for CASCO insurance. The Union deals with MTPL issues. It has nothing to do with CASCO.

Rospotrebnadzor

The car owner is a consumer of the insurance company service when purchasing an MTPL policy. Rospotrebnadzor is obliged to protect it from illegal actions of insurers. With a complaint in Moscow, please contact the Rospotrebnadzor website http://77.rospotrebnadzor.ru/, hotline for receiving complaints from citizens-consumers of financial services 8 800 -100-29 -26.

In your written application please indicate:

Full name of the client IC.
Name of the insurance company, contact details of managers.
Reason for contacting the government agency.
What measures have already been taken to solve the problem.

The document is reviewed for 30 days, the response about the positive or negative result of the verification is sent by registered mail to the Russian Federation by email.

On a note! Rospotrebnadzor’s refusal to consider a claim or fine the insurance company can be appealed in court.

A letter of complaint against an insurance company under compulsory motor liability insurance is submitted to the FAS for the following reasons:

The insurance company monopolizes the market.
The client is not sold an MTPL policy without additional insurance services.
The insurance company advertises its activities, but these services, promotions, and discounts are a hoax.
There is a conspiracy between several insurance companies about market conditions.

A complaint to the FAS against an insurance company under compulsory motor liability insurance is submitted through the government services website https://www.gosuslugi.ru/ or in person at the address in Moscow, Sadovaya-Kudrinskaya St., 11.

The duration of consideration of the application depends on the problem of the client of the insurance company and the deadline for filing the application. The response will arrive by email to the applicant in 1-2 months. If the verification of the application is delayed and requires more time for proceedings, the period is increased to 90 days.

Prosecutor's office

Write a complaint against the Investigative Committee to the prosecutor's office if your civil rights have been violated. The supervisory authority is not involved in the financial side of the issue. The reason for the request may be:

The insurance company client believes that his rights have been violated.
The car enthusiast was insulted by an employee, suffered moral injury, etc.
The human rights law was violated.

You can submit your application as follows:

To complain about an insurance company under compulsory motor liability insurance in Moscow or the Moscow region, come to an appointment with an employee of the Prosecutor's Office at the address: pl. Krestyanskaya Zastava, 1.

By registered mail via Russian Post.

The longest option for delivering a complaint.

Based on the application, the Prosecutor's Office conducts an inspection, imposes a fine on the Investigative Committee for violations of the law, and orders to correct shortcomings in the work. The client will be invited to a conversation with the head of the insurance company and will have the opportunity to conclude a compulsory motor liability insurance policy on the right terms.

How and where to complain about insurance companies under MTPL?

Very often we come across various stories about how insurance organizations “put a spoke in the wheels” of their own clients, whose rights and interests they were obliged to respect under the compulsory motor liability insurance agreement.

Insurance organizations significantly reduce the amount of payments to repay the amount of damage caused, delay the deadlines as much as possible, or may even refuse to transfer funds to compensate for losses. There are also other violations that indicate unfair treatment of clients.

If, during cooperation with such an organization, you encounter an unpleasant situation, you should know what actions need to be taken, and most importantly, where and to whom exactly you need to complain about a negligent insurance company that allowed itself to violate your rights.

In what situations do you have the right to file a complaint against the Investigative Committee?

There are certain circumstances that are grounds for writing and filing a complaint. Let's look at each of them.

Refusal to purchase an insurance policy (read about what to do if you are refused to purchase a policy for a car over 10 years old).
Reimbursement is not provided due to your distance from the insurance company's office.
Insurance payments are significantly reduced.
Problems arise when carrying out the online insurance procedure.
The citizen was refused to issue or accept documents.
Unreasonable refusal to pay or delay.
The bonus-malus coefficient is determined incorrectly.
When applying for insurance, additional services are imposed.
Other cases that will result in a violation of civil rights.

Organizations you can contact

Today, there are several organizations operating on the territory of the Russian Federation that are ready to accept a complaint against an insurance company, and, moreover, influence its decision. Where can you complain about an insurance company?

central bank

This is an organization that is responsible for credit and financial policies carried out on the territory of the Russian Federation. In addition, the Central Bank regulates the activities of insurers. That is why, if the insurance company has committed various offenses against you, the first thing we recommend is to contact this financial and credit organization.

There are three ways to file a complaint:

Using online reception.
Personal appearance at the office of the Central Bank, which is located in Moscow at Sandunovsky Lane, building 3, building 1.
If you live far from the office, you can send a complaint by mail. You can use the same address.

The filing of your complaint and the fact of violation must be confirmed. Confirmation can be written evidence, photos, video and audio information. The complaint is considered by the Central Bank within one calendar month. After this time, you will be sent a response that will contain instructions for action.

The Federal Antimonopoly Service operates on the territory of the Russian Federation. It is authorized to consider issues related to the implementation of the Law “On Protection of Competition”.

When it comes to the failure of the insurance company to fulfill its direct responsibilities related to the refusal to provide services, the Federal Antimonopoly Service can conduct an investigation into the fact of abuse of powers and position by employees. The main confirmation that your complaint has been filed is a written refusal issued by the insurance company.

Also, as in the previous case, the preliminary period for consideration of your application is one calendar month. If additional measures are required in the form of examination or inspections, the period can be extended by a maximum of 2 months.

The author of the complaint will be notified in writing about the fact of extension of the period. Explanations on this fact will definitely be included.

Associations of insurers

The Russian Union of Motor Insurers was established by the publication of Federal Law 40 “On OSAGO”. The legal force of this association is no less than that of the Central Bank. RSA also ensures that insurance companies do not violate insurance rules established by law and do not infringe on the rights of their clients. If the insurance company violates the rights of citizens more than once, representatives of the RSA have the right to exclude it from the general Union of Auto Insurers, which means that the company will lose its main income in the form of the sale of compulsory motor liability insurance.

But unfortunately, the Russian Union of Auto Insurers cannot change the information contained in the OSAGO electronic databases . This means that the Union does not directly influence anything, but only gives administrative instructions to insurance companies, and also has the authority to impose a fine.

Membership in the Union of Motor Insurers may be revoked after serious violations that have been carried out for a long time. Previously, the license is revoked by the Central Bank.

The Union of Motor Insurers is a supervisory as well as an advisory institution. It can arrange an inspection if a citizen complains about an incorrect calculation of the bonus-malus coefficient, about questions regarding compensation under the European Protocol, or about non-payments.

Rospotrebnadzor

Insurance services are activities that are carried out, among other things, for money. That is why the insurance company must fulfill all the requirements of clients , and they, in turn, can complain if they are not fulfilled as consumers.

First of all, a complaint to Rospotrebnadzor is accepted based on the fact of coercion to conclude an agreement that contains additional financial costs. Such behavior of insurance companies directly contradicts Article 16 of the Federal Law “On the Protection of Consumer Rights”.

Rospotrebnadzor can consider cases that involve refusal to pay, as well as violations of contract law.

If you want to significantly save your time, we strongly recommend that you file a complaint with your territorial department, but only if you are complaining only about a specific division of the insurance company. For example, you live in Krasnodar and purchased insurance in Krasnodar, and write a complaint to Moscow. It is illogical, so it is recommended to send a complaint only within the territory of your subject.

Prosecutor's office

The Prosecutor's Office of the Russian Federation is a powerful law enforcement government agency. It is the prosecutor's office that investigates all violations of the legal rights of citizens, no matter what area they relate to.

Sometimes, if prosecutors believe that this offense should be dealt with by other government agencies, your appeal is redirected to the Central Bank or Rospotrebnadzor. There are reasons that suggest that it is necessary to complain to an institution such as the prosecutor's office of the Russian Federation.

If you want to file a complaint against the actions of insurance company employees that involve insulting your honor and dignity, then the prosecutor’s office is the body that will deal with the offense . It is better to file a complaint at the territorial office by appearing in person or sending a letter.

The complaint must be accompanied by evidence that will testify in your favor. Evidence can be not only documents, examination, and so on, but also audio, video and photo files.

How to write it correctly and what should it include?

Depending on the body submitting the document, the complaint may look individual. However, there is a general form that is suitable for submission to any institution in the Russian Federation. And you, depending on the addressee of the appeal, may make some minor changes.

A white A4 sheet is required.
In the header of the document, that is, in the upper right part, the recipient of the complaint is indicated, namely the supervisory authority and the author of the document, with initials and registration address.
The word “Complaint” is indicated in the center of the sheet.
Next comes the descriptive part. A citizen files a complaint about a specific offense, which is supported by an article from the law.
It is necessary to indicate the basis for filing a complaint about any action.
Based on the above, ask the government agency to conduct an investigation into the listed violations, and then bring the perpetrators to justice.
The complaint must contain a list of attached documents, the date of filing, as well as the signature of the applicant.

How to sue?

In order to carry out these actions, you must strictly follow the stages of the application.:

Create a package of documents.
Fill out a statement of claim using the form provided.
Pay the state fee.
All documents with the statement of claim are collected together, copies are made, and then transferred to the court office.
An office employee examines the accepted package of documents and issues a corresponding certificate with a date.
Wait exactly 30 days. During this time, the court must consider the appeal and make a decision on the possibility or impossibility of considering the case in court.

If the case is accepted for consideration, you must wait for the date of the first court hearing. During the meeting, you can defend your rights, ask questions, announce motions, and present evidence. You can participate in debates between the parties, defending your opinion.

We must wait until the decision is made. The decision is binding. The bailiff will take care of this. If the decision is not made in your favor, you can appeal to the court of appeal. Exactly 10 days are given for this from the moment the decision is made.

Which court should I go to and when?

If we are talking about writing a statement of claim against an insurance company, you need to contact the district court. As a rule, they go to court, which is located as close as possible to the location of the branch of the defendant’s company. However, if you do not have access to the location of the defendant, contact the nearest possible court.

Required documents and evidence

To go to court, you need to collect a package of documents:

statement of claim;
paid state duty;
the insurance policy you used;
the contract that was drawn up with the insurance company;
if we are talking about compensation for losses, then it is necessary to attach the results of an independent examination;
checks that indicate that the citizen independently restored the vehicle using his own funds.

Depending on the specifics of the request and complaint, an individual package of documents is selected.

Drawing up a claim and filing

The statement of claim is drawn up according to a strictly defined template, the form and its contents are described in Art. 131 Code of Civil Procedure of the Russian Federation :

The statement of claim contains a header. It contains information about the plaintiff, namely initials, residential address and contacts.
Provide information about the respondent. This is the name of the company, initials of the manager and contact information.
The text of the statement of claim itself describes the offense that was committed against you.
References to legislation are required.
It is also necessary to set out requirements that will tell about the most favorable development of events for the plaintiff.
The statement of claim contains a request, which, as a rule, comes down to the restoration of violated rights and compensation for losses incurred.
A list of documents is attached to the statement of claim, dated and signed.
In some situations, references to evidence may be added to the statement of claim.

State duty

When filing a claim, you must pay a state fee. To date, the amount of state duty for individuals. persons is 300 rubles according to Art. 333.21 Tax Code of the Russian Federation. You can pay this fee at any financial institution.

Decision – payment or refusal

The judge will take into account all the evidence presented in the courtroom and then make a decision. It can:

fully satisfy your requirements;
satisfy them partially;
or refuse satisfaction.

The decision comes into force immediately. If a positive decision is made, the insurance company will be obliged to compensate for the losses that were caused to you.

If the decision is to deny your claims, you have every right to go to arbitration. However, you should hurry to hire lawyers and file a claim within 10 calendar days from the date of the decision.

We hope that the instructions presented in this article will help you understand how to file a complaint against the Investigative Committee. We also hope that your insurance company will never violate your rights, which means you will not need to contact such government agencies.

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