How to write a complaint to Rosgosstrakh - sample complaint

Rosgosstrakh hotline phone number

You can get the necessary support by calling a single multi-channel hotline number 8-800-200-09-00.

By calling these numbers you can receive or provide the following information:

• Report an accident.
• Report the occurrence of an insured event.
• Receive information about concluding insurance contracts.
• Get information about life insurance.
• Contact Rosgosstrakh Bank for advice.
• Get information from NPF Rosgosstrakh.

These numbers are located on the main page of the company website www.rgs.ru:

What is the bonus-malus coefficient?

Today, when calculating the cost of an MTPL policy, it is imperative to take into account the bonus-malus coefficient.

Its meaning may vary. Also, the abbreviation KBM is often used to denote this coefficient.

The term KBM means a special discount for accident-free driving. This is one of the most important indicators that in any way affects the cost of the policy of the type in question.

Moreover, depending on the reputation of the policyholder, the value of such a coefficient can be either increasing or decreasing.

It should be remembered that each driver at the time of concluding an insurance contract when purchasing a compulsory motor liability insurance policy is assigned an individual coefficient.

It is important to remember that when calculating the cost, the company must take this moment into account without fail. No exceptions are allowed.

The need to apply the CBM is reflected in the Federal Law “On Compulsory Motor Liability Insurance”. The calculation uses data from AIS - an automated database of insurers of the Russian Federation (RDA).

The KBM itself has been put into effect together with the law on compulsory motor liability insurance itself since 2003.

It should be remembered that the coefficient is not applied at all or is equal to one in some special cases:

• if a transit type insurance policy is issued - for transporting a vehicle from one city to another;
• if a particular vehicle is permanently registered in another state.

At the same time, there are three different types of CBM:

• driver - calculated individually for each driver included in the insurance;
• owner - determined directly for the owner of a specific car;
• calculated - which specific KBM will be used in the end.

It should be remembered that the use of the BM coefficient when calculating the price of compulsory motor insurance has a large number of different features. But, at the same time, you need to know that the use of KBM is strictly mandatory for all insurance companies without exception.

If a client has applied for the conclusion of an MTPL insurance contract, but during the calculation the application of the CBM was refused, he has the right to file a special complaint.

Free hotline Rosgosstrakh

Toll-free hotline numbers:

• Loss Settlement Center 8-800-200-99-77. Through the Center, issues of insurance compensation payments are resolved, consultations are provided on insured events, and an independent appraiser can be ordered through the Center.
• Rosgosstrakh bank 8-800-700-40-40. Consultations are provided on banking services for legal entities and individuals, on tariffs, conditions for providing loans, working with mobile banking, etc.

Using these numbers, it is possible for a specialist to visit your home.

Phones work around the clock, free of charge. They are multi-channel, so it is not difficult to reach the company.

Sample complaint against KBM under OSAGO

It should be remembered that a complaint about the improper use of the KBM has a standard, unified format. That is why it is worth familiarizing yourself with it in advance.

You can fill it out in different ways:

• with an ordinary black helium pen - manually, without the use of technical means, just print out a blank form in advance;
• Fill out all the required fields in advance on your personal computer and then print.

The blank application form of the type in question can be downloaded directly from the Internet. It is available on the official website of the Russian Union of Motor Insurers.

Direct link to download the blank form.

In case of filing a complaint about the incorrect use of the type of coefficient in question, you will be required to provide the following reliable data:

• full name, surname, patronymic;
• place of residence: city;
• Street;
• house.

It must be remembered that when drawing up this document, some important features must be observed. The most significant points include:

• in case of incorrect application of the CBM in relation to a certain driver, the following data must be indicated in the complaint: last name, first name and patronymic of the individual;
• Date of Birth;
• driver's license information.

The designation at the bottom of the document of the moment in question is confirmation of consent to the processing of the personal data of the applicant, as well as other drivers whose data is reflected in this document.

In this case, the period for data processing is actually unlimited. This point must be taken into account without fail.

OSAGO car insurance without life insurance is discussed in the article: OSAGO car insurance without life insurance.

How to renew your MTPL policy at Uralsib, read here.

A selection for you!

Download forms and sample documents for motorists to a safe place.

What can you find out over the phone?

When calling the Rosgosstrakh hotline, the client is provided with the following services:

• Obtaining information on all products that the company provides.
• Solving problems that arise during the service process.
• Information about tariffs and terms of transactions.
• Resolving issues regarding the imposition of additional services.
• Complaints about violation of customer rights.
• Report the occurrence of an insured event.
• Find out the status of your business.
• Make an appointment with an agent or call him to your home.

What are the deadlines for considering an application for reinstatement?

According to current laws, applications must be reviewed within 30 days. However, if the application is sent through the official website, the company will resolve the issue within 10 days.

If the organization pays attention and agrees with the opinions of customers, then the CBM will be restored. If the insurance company refuses to cooperate, the citizen can file a complaint with the Central Bank. It will be reviewed within 10 days. If the policyholder is denied there too, he will have to contact a higher authority - the RSA. The application will be reviewed within 30 days. If refused, the client has the right to send a claim to the court - this is the last authority that can help.

In what cases will support not be able to help?

Not all issues can be resolved by calling the hotline. Some problems require writing a statement or visiting the company. The operator will not be able to help if the following situations occur:

• Renew your car insurance policy. This service is provided through a visit to the office or filling out an application online.
• Get an accurate calculation of the cost of insurance, since this requires an inspection of the insurance object.
• When contacting Rosgosstrakh Bank, in cases where client identification is required: passport details, contract number. Then contact the nearest bank branch for advice.

How to file a complaint with the RSA

You can send a claim to the RSA by registered mail, or send it electronically. It is possible to file such complaints both with a valid MTPL policy and with an expired one, if the applicant later learned that his rights to apply the CBM were violated when calculating the payment for the insurance policy.

The insurance company will be forced to return the money paid by the policyholder or extend the MTPL agreement, taking into account the amount that was calculated by the company for violations.

If the contract price turns out to be too high, the insurance company must show correctly drawn up calculations.

Online chat with a consultant

Any user can submit a request through the feedback service. Online chat with a consultant works around the clock.

In order for the consultant to enter his full name. user, location, phone number. In the field provided, a question is asked and a convenient time for a return call. After submitting your application, the consultant will answer your question via callback at the specified time.

You can call a financial consultant at your home using a quick form on the company’s website, setting your own parameters and time of visit.

Is it possible to calculate the KBM yourself?

Self-calculation helps to understand how much the proposed KBM does not correspond to the real one. The table is used for calculation:

If the contract is concluded for the first time, then the driver is awarded class 3 with a coefficient equal to one - it is equal to 100% of the cost of the policy. If the client drives annually without accidents, the class will be increased and the premium factor reduced. The discount will increase by 5% each time.

For example, the 8th class of the policyholder is 0.75, and the discount reaches 25%.

Contact by email

An additional way to contact the company is to send an email to

On the website there is an opportunity to contact company employees using feedback:

This method allows you to express gratitude, make suggestions for work, write a complaint, contact insurance companies, RGS-Medicine, resolve an issue regarding electronic compulsory motor liability insurance, etc.

Individuals and legal entities can apply.

Where to file complaints

We have already found out in what cases a complaint should be filed; all that remains is to figure out where it should be filed. Let's take a closer look at where to contact:

1. To the insurer's office

It is worth noting that from December 1, 2015, the procedure for changing KBM data has become slightly simpler. As a result of the changes, the policyholder must first contact the insurer with a complaint.

You can leave a complaint:

• at the central office of a financial company;
• via the Internet, on the official website.

When submitting via the Internet, registration is required on the insurer's website, in which you must indicate minimal personal data and contact details. A complaint is left in the “Feedback” section.

You can also send a complaint by registered mail or courier. In the latter case, be prepared to pay for courier services at your own expense.

Important! The insurance company will not reimburse postage and courier fees. Therefore, there is no need to file a claim and go to court to get your money back.

2. In RSA

If the insurance company refused or responded incorrectly to your request, then you should complain on the unified RSA portal. A special section “Contact RSA” has been created on the official portal, where you can get all the information you need.

To file a complaint you should:

• print and fill out a special application form;
• send by email

For convenience, you can, which is located on the official RSA portal.

You can submit the completed form in person at the address: Moscow, st. Lyusinovskaya, house 27, building 3. It is important to take into account that applications are accepted only:

• Tuesday: from 15:00 to 18:00;
• Thursday: from 09:00 to 12:00.

3. To the Central Bank of the Russian Federation

You should contact the Bank of Russia only as a last resort if you cannot achieve justice using the above methods.

In this case, you should not only write a complaint against the insurance company under MTPL, but also:

• attach all documents;
• attach official responses from the insurer or RSA.

How to write

The completed application form should be handed to an authorized employee at the insurance company, who is authorized to register all incoming documents. As a rule, a secretary or assistant manager has such rights. As for sales managers, they usually do not have such rights.

An authorized Rosgosstrakh specialist is obliged to:

• accept the document;
• register it;
• make a copy, in which you put the incoming number, date, your position, full name and signature.

To summarize, it is worth noting that every driver must restore the bonus. Otherwise, the earned discount will be canceled. To restore the discount, you must draw up an application and submit it in person at the insurer’s office, or remotely.

A complaint under MTPL can be written by hand or typed on a computer. It must contain information about the applicant, his place of residence, his address, and telephone number.

You must also provide your driver's license and passport details. Directly in the complaint, you must indicate the essence of the complaint, as well as the policy and insurance case number of the insurance company, the conflict with which caused the filing of such a statement.

Having answered for yourself the question of where to file a complaint against an insurance company, after specifying the addressee, there must be the name of your document, reflecting its essence, “Complaint against the insurance company” or “Claim to the insurance company.”

Then - the basis for your appeal, namely an indication of the subject of the insurance contract concluded by you with the insurance company, the number of the insurance policy issued to you with the designated insured risks and the insured amount. It will be good if you find this contract and indicate its details (number and date), and also, if possible, refer to specific clauses that the insurance company violated.

Next, you set out in detail the circumstances of the violation of your right, referring to the article of the Civil Code of the Russian Federation, in accordance with which you entered into an insurance contract:

1. Art. 929 – if this is a property insurance contract;
2. Art. 931 – if you have insured liability for damage (including motor vehicle liability insurance);
3. Art. 934 – if you have entered into a personal insurance agreement with the insurance company (that is, you have insured your life and/or health);
4. Art. 933 – if you have a business risk insurance contract in your hands.

Now let’s talk about what exactly could be a reason to write a complaint to the insurance company and what will need to be described in detail:

• the insurance premium was calculated incorrectly by the insurance company's employees;
• The insurance company Rosgosstrakh (LLC) refuses to conclude a personal insurance contract with you, which is public (provided that as insurance risks you do not indicate interests, the insurance of which is not allowed under Article 928 of the Civil Code of the Russian Federation - illegal interests, losses from participation in lotteries, expenses for the purpose of freeing hostages);
• insurance company employees refuse to make changes to your insurance policy;
• Rosgosstrakh (LLC) refuses to issue an MTPL policy;
• you have encountered rudeness from insurance company employees;
• the insurance company refuses to recognize an incident with the insured property or person as an insured event;
• the amount of insurance compensation does not correspond to the damage caused by the insured event;
• insurance compensation made in kind (repairs, treatment) was performed poorly;
• Having recognized the case as insured, the insurer does not make an insurance payment or tries in every possible way to underestimate the amount due to you;
• your insurance agent (the manager of the insurance company assigned to you) does not fulfill his obligations under the contract (does not answer phone calls when an insured event occurs, refuses to contact the medical institution that you have chosen, etc.);
• the insurance company does not participate in the inspection of damaged insured objects (refuses to inspect the damaged property) and does not accept the results of the examination (damage assessment) you ordered;
• Rosgosstrakh (LLC) unlawfully refuses to issue you an insurance policy online or you are unable to renew your MTPL insurance policy online;
• the insurance company violated the confidentiality of insurance;
• other disagreements that cannot be resolved during an oral dialogue between you (as the policyholder) and the insurance company (the insurer under the contract).

After indicating the essence of the disagreement with the insurance company, you MUST describe the consequences of the behavior of the insurance company employees, which is why the damage caused to you continues to remain unreimbursed, its type (material, moral, harm to health) and size.

After this, proceed to the requirements that you put forward, also guided by the above articles and Chapter 48 as a whole of the Civil Code of the Russian Federation, the provisions of the Law “On the Protection of Consumer Rights”, the Criminal Code of the Russian Federation (if the insurance company is expected to be convicted of fraud and other criminal acts).

You can attach to the complaint any supporting documentation, photographs, copies of previously filed and ignored complaints, collective appeals from policyholders who are faced with the inaction of the insurance company.

Any complaint ends with your signature and date.

In accordance with the rules of professional activity provided for in paragraph 1 of Article 26 of the Federal Law “On compulsory insurance of civil liability of vehicle owners,” which contains, among other things, the procedure for considering complaints against the actions of members of a professional association, a citizen’s complaint must be considered and the citizen must be given a response, or the elimination of the circumstances that gave rise to the citizen’s appeal is ensured.

Every law-abiding citizen-car owner has a compulsory motor liability insurance policy, which insures his motor vehicle liability to other road users. Consequently, each such motorist communicates with representatives of insurance companies, and it is good if this communication concerns only the prolongation of the insurance policy, but insured events are also common.

In addition to the above reasons, the following will also be specific to complaints under OSAGO and CASCO:

• a complaint to Rosgosstrakh (LLC) regarding the KBM (bonus-malus coefficient or, more simply, the amount of the discount due to you on the insurance premium for accident-free driving, driving experience and age);
• you are unable to renew your MTPL or CASCO insurance policy online;
• you are limited in your right to have your new car repaired by an authorized dealer;
• you have not been paid insurance compensation in cash in cases expressly provided for by law;
• repairs of your car damaged in an accident at a service station in the direction of the insurance company were performed poorly or they refuse to do it at all;
• you have problems proving the fact of an accident (the insurance company does not accept the European protocol, finds fault with its completion, and demands other certificates that are not provided for).

And this is also not a complete list of possible problems that car insurers face.

You can file a complaint against an insurance company for MTPL and CASCO insurance in the general manner described in this article, without following any special procedures.

Now let’s learn more about each of the potential recipients of our complaint and the cases in which they were written.

A complaint to the head of the insurance company is an official statement of a violation of your rights and legitimate interests, or the interests of the beneficiary determined by the terms of the insurance contract. This is a document that contains the essence of the problem that has arisen and reflects your requirements.

If we turn to the Federal Law “On the procedure for considering appeals from citizens of the Russian Federation,” then Article 4 says that a complaint is a citizen’s request to restore or protect his violated rights, freedoms or legitimate interests, or the rights, freedoms or legitimate interests of other persons.

The same Federal Law establishes deadlines within which a citizen must be given a written and, no less important, reasoned response, or the circumstances that gave rise to the citizen’s appeal must be eliminated.

Where to write a complaint against an insurance company. Start with management; with a responsible approach and response to your well-written appeal, you will quickly get rid of the problem that has arisen.

We offer you our sample complaint against an insurance company. In it, we tried to take into account the most likely and common cases and points, but do not forget that you can always supplement it, correct it, change it, because there is no strictly defined complaint form.

(General) Director of Rosgosstrakh (LLC)

License of the Central Bank of Russia SL No. 0977 dated 07.12.2015 LIQUIDATED

from (your) Last Name First Name Patronymic

(address) __________________________

The Rospotrebnadzor office of your region (address), among others, oversees the provision of services to the population, including those provided by organizations that have the right to act as insurers under personal and property insurance contracts. In these legal relations, you are the consumer of the insurance service, and the insurance company is the organization that provides you with this service on a reimbursable basis, which must have a license to carry out this activity and comply with consumer protection laws.

Rospotrebnadzor is a government body to which you can file an appeal, including regarding violations committed by the insurance company. In what cases is it reasonable to contact Rospotrebnadzor for protection of your violated rights:

• a complaint about the inaction of the insurance company (when your insurance company does not fulfill its obligations to pay insurance compensation, organize compensation in kind (repairs, treatment), register an insured event);
• a complaint against the actions of the insurance company (imposing additional types of insurance on you under the guise of a necessary condition for prolonging the existing insurance contract);
• a complaint about the actions of the organization to which you were referred by the insurer (for repairs, treatment, that is, for compensation for losses/damage in kind), about poor quality services (in violation of your legitimate interests);
• licensing of insurance companies and issues related to it;
• refusal by the insurance company to pay insurance compensation to the beneficiary;
• other violations by the insurance company that violate your consumer rights.

What documents to attach

It should be remembered that acceptance of a complaint for consideration is possible only if there is a complete list of all documents required in this case.

The list of required securities includes a small number of items. Moreover, it may differ depending on some important points.

The basic set of documents today includes the following:

• the complaint itself - formalized accordingly, using a form downloaded from the official website of the RSA;
• a certified copy of the passport of a citizen of the Russian Federation - it can be certified independently or directly at the RSA branch;
• copy of driver's license.

This list is a minimum. But you should remember that if you are the owner of a car and a compulsory motor liability insurance policy is issued, and the coefficient is calculated incorrectly in relation to another driver, then you will also need to attach to the indicated list:

• a copy of your driver's license;
• a copy of the passport of a citizen of the Russian Federation.

It is important to remember that the office of the Russian Union of Auto Insurers must check the list of attached documents in advance.

If at least one of the necessary ones is missing for some reason, the entire package will be returned in its entirety for revision. No alternatives are expected.

Moreover, a list of such documents will need to be provided regardless of the method of application - in person, at the RSA branch or via the Internet, by sending a message.

All possible nuances should be taken into account. This will avoid a large number of different difficulties.

Complaints against KBM under Rosgosstrakh OSAGO are usually carried out most often. Since this insurer, for some reason, most often violates current legislation.

Similar situations arise somewhat less frequently with other insurance companies. But it should be remembered that the procedure for filing a complaint does not differ depending on the company. The procedure is completely standard.

The legislative framework

When filing a complaint against the RosGosStrakh company, you can be guided by the following legislative acts:

1. Federal Law “On the Protection of Consumer Rights” dated 02/07/1992. N 2300-1 (as amended on July 3, 2016).
2. Federal Law “On the procedure for considering appeals from citizens of the Russian Federation” dated May 2, 2006. N 59-FZ.
3. Federal Law “On the organization of insurance business in the Russian Federation” dated November 27, 1992. N 4015-1 (as amended on May 23, 2016).
4. Federal Law “On compulsory civil liability insurance of vehicle owners” dated April 25, 2002 N 40-FZ (as amended on May 23, 2016).
5. Civil Code of the Russian Federation dated January 26, 1996. N 4-FZ (as amended on March 28, 2017).

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