Complaint against an insurance company. A detailed list of authorities for filing complaints, rules of registration and evidence.

The MTPL insurance policy is a guarantor of protection for many citizens. Motorists are confident that if unpleasant situations arise on the roads, they will receive legal and financial assistance. Imagine their surprise when insurers do not fulfill their obligations. The only way out in this case is a complaint against the organization that issued the MTPL policy.

To achieve results, you need to draw up the document correctly. In a complaint against an insurance company under compulsory motor liability insurance, it is important to describe the situation and requirements in as much detail as possible. The paper is submitted to several competent authorities. It is worth considering the main conditions and stages of the procedure.

○ Grounds for filing a complaint.

In practice, the following violations most often occur on the part of insurers:

• Refusal to pay insurance compensation on far-fetched grounds.
• Delaying payment deadlines.
• Unreasonable reduction of the amount paid.
• Refusal to conclude an agreement (they say the forms have run out, the computers don’t work, “we don’t serve your region,” etc., etc.).
• Imposing additional services.
• Requesting from the client additional documents that are not actually required in this case.
• Arbitrary increase in tariffs.

This list is indicative: many people also encounter other violations committed by insurance companies. However, it’s easy to see that insurers don’t like to work – but they don’t like paying out money to their clients even more.

That is why it is often necessary to file complaints with the authorities that control the activities of insurance companies.

If the error is in the KBM

Starting from 2015, if you think that the KBM was calculated incorrectly for you when applying for compulsory motor liability insurance, then first of all you need to file a complaint with the insurance company. It is they who must check this indicator through the RCA database, if any discrepancies are calculated, correct everything.

IMPORTANT

If your complaint is not followed by any corrections, you should contact the Central Bank of the Russian Federation, and, at the same time, the RSA. Of course, it is possible that a complaint to the union of auto insurers will not bring any results, but the Central Bank of the Russian Federation recommends sending the claim there. Therefore, the complaint in 2021 should be sent to both authorities. As a rule, the only thing PCA can do is notify the insurance company of the violations. As for the Central Bank, it is this government organization that makes the decision, forcing the insurance company to take specific actions.

○ Algorithm for filing a complaint.

If your rights are violated, it is best to act in the following order:

1. File a complaint about the actions of employees to the company management. A significant part of violations occurs not because this is the internal policy of the organization, but because of the negligence or irresponsibility of specific company employees. It is possible that the problem will be resolved at this stage. If not, you need to move on.
2. If no response was received within a reasonable time (that is, 10-14 days), or the problem was not resolved, you must already contact the supervisory authorities with a complaint against the insurance company. There is no single regulatory body for insurers, so it is necessary to choose the addressee based on the essence of the issue.
3. If the problem is financial (the payment is underestimated or the insurance company refuses to pay at all), it makes sense to immediately go to court with a statement of claim. This can be done in parallel with filing a complaint with the supervisory authorities: if by the time the consideration of the case begins, an answer comes from there, it will serve as additional evidence in the court hearing. But before that, you need to stock up on evidence of your position: conduct an independent assessment of property damage, collect copies of telegrams or letters to the insurance company, etc. It is highly advisable at this stage to contact a lawyer who specializes in litigation with insurance companies: this is a very specific topic, and not every lawyer will undertake this.

If additional insurance is imposed

It is not uncommon for insurance companies to try to impose additional services - for example, life insurance. If the client does not want to purchase them, then the insurer threatens to increase the amount of the policy, or even refuses to sell compulsory motor liability insurance.

What to do in this case? To begin with, you can try to resolve the issue peacefully - for example, write a complaint in writing to the insurance company. If they refuse you there, or completely ignore you, then in 2021 you can contact one of several authorities:

• Central Bank of Russia.
• Union of Auto Insurers.
• Higher courts.
• Antimonopoly Service.
• Rospotrebnadzor.

What to do if they offer additional services that you are not ready to buy? Record every step you take - this will be your evidence in the future. At every step, answer that the insurance company does not have the right to do this according to the law. If insurance employees see how ignorant you are, they will probably understand that it is better to act with you only within the law.

○ Supervisory authorities regulating the activities of insurance companies.

There is no single organization monitoring insurers in Russia. However, this makes it possible for a person who has encountered violations of the law in this area to file complaints with several authorities at once.

You can contact the following organizations:

1. The Bank of Russia (Central Bank of the Russian Federation), or more precisely, to the insurance market department, which took over the functions of the Federal Financial Markets Service, which was abolished in 2013. This division is responsible for monitoring the financial activities of insurers. Accordingly, you should contact them if the company refuses to make payments or significantly underestimates the amount.
2. Federal Antimonopoly Service (FAS). It makes sense to file a complaint there in cases where a company tries to monopolize the provision of insurance services in the region, imposes additional services, or otherwise violates the Federal Law “On Protection of Competition”.
3. Union of Automobile Insurers (RUA). This is not a government body, but a non-profit association of organizations involved in car insurance, but RCA can influence its members. It makes sense to complain there in case of incorrect application of the KBM and other issues related to compulsory motor liability insurance or the Green Card. You cannot contact RSA if violations are related to CASCO or other types of insurance - the complaint will not be considered.
4. Rospotrebnadzor. A client who contacts an insurance company is a consumer of its services, which means that the actions of the insurer must comply with the requirements of the Law of the Russian Federation “On the Protection of Consumer Rights”. Private individuals can apply to this government agency. If the insurance was carried out as part of business activities, Rospotrebnadzor will not consider the complaint.
5. Prosecutor's Office of the Russian Federation. This organization monitors compliance with all legislation - and therefore you can contact them if any violation is detected.
6. Court. Through it, you can achieve, for example, the forced conclusion of a contract in the event of an unreasonable refusal by the insurance company, as well as recover losses incurred by a citizen.

Now let’s look at the functions and procedure for filing a complaint for each of these bodies in more detail.

When can I complain to the insurance company under compulsory motor liability insurance?

Insurance companies with which citizens have entered into an agreement must fulfill their obligations under it. The insurer's responsibilities include inspecting property damaged in an accident, determining the amount of damage and the cost of repairs, and calculating compensation for damage caused to the victim and the car. These standards are prescribed in Federal Law No. 40-FZ dated April 25, 2002. Chapters 2 and 3 are devoted to the procedure.

Attention! If you have any questions, you can chat for free with a lawyer at the bottom of the screen or call Moscow; Saint Petersburg; Free call for all of Russia.

If a citizen does not receive services in full, the actions of the insurance company under compulsory motor liability insurance are considered unlawful. They can be appealed in several instances. There are cases when it is necessary to file a complaint against the MTPL insurer:

• refusal to sign an agreement for the provision of insurance services;
• imposing additional services as part of the implementation of the policy;
• untimely and incomplete information to clients about determining the amount of insurance;
• establishing a longer payment period than provided by law;
• lower amount of insurance payments;
• inconvenient location of points that deal with claims settlement;
• missed deadlines for consideration of applications sent to the company by victims;
• refusal to repair or late payment for work under compulsory motor liability insurance;
• violation of the procedure for issuing directions for vehicle restoration;
• failure to comply with restoration work deadlines;
• a negative decision in considering an application for insurance payments in the absence of a complete package of documents;
• inflated amount of MTPL insurance premium;
• inconsistency of information within the bonus-malus coefficients.

○ Complaint from the Central Bank of the Russian Federation.

✔ What kind of body is it and what issues does it regulate?

The “main caliber” for a person who wants to punish a violating insurer is to contact the insurance market department of the Central Bank of the Russian Federation. The fact is that in accordance with the decree of the President of the Russian Federation dated July 25, 2013 No. 645, the powers of the abolished FFMS, the Federal Financial Market Service, were transferred to this structure. And the powers of the Central Bank include both issuing and revoking licenses for insurance activities. As a result, if a company has committed serious violations, its activities may simply be forcibly terminated.

In addition, according to Art. 23.74 of the Code of Administrative Offenses of the Russian Federation, it is the Central Bank that considers many cases of administrative offenses committed by insurers. In particular, the imposition of additional services by the insurance company is a violation under Art. 13.34.1 Code of Administrative Offenses of the Russian Federation:

It is the Central Bank, represented by the head of the local division, that will consider cases under this article and impose fines on the insurance company.

✔ Reasons for appeal.

You can contact the Central Bank of the Russian Federation in the following cases:

• The insurance company imposes services on its clients that they did not order.
• The company refuses to enter into an agreement under a flimsy pretext or even without explanation at all.
• There is a violation of the deadlines within which compensation must be paid.
• The KBM is not applied or is applied incorrectly.
• The amount of compensation is underestimated or payment is refused under false pretexts.
• They do not accept or issue documents related to insurance or an insured event.
• The client does not agree with the quality or timing of the repairs required under CASCO.

✔ Filling out a complaint.

You can complain to the Central Bank of the Russian Federation as follows:

• By sending a paper appeal to the territorial division of the Central Bank of the region in which the violation occurred.
• Use the Internet reception on the official website of the organization.

There is no officially approved form for a complaint, so you can compose it however you like. It is only important to indicate what exactly the violation of the law or terms of the contract is, the insurance company’s data and your personal data. The complaint must be accompanied by copies of documents confirming the applicant’s position.

✔ Review deadlines.

It has been officially established that the Central Bank must consider complaints against the actions of insurers within 30 days from the date of receipt and registration of the document in the office of this organization. However, if additional verification is necessary, the review time may be extended to 2 months.

In practice, on average, citizens’ appeals in the Central Bank structures are considered within 10-15 days. An official authorized to act on behalf of the Central Bank then makes a decision.

✔ Decisions of the Central Bank of the Russian Federation and appeal.

Based on the results of consideration of the complaint, one of the following decisions may be made:

• Satisfying the citizen’s demands and ordering the insurance company to correct the violation (conclude an agreement, pay the amount, etc.).
• Initiation of a case of an administrative offense - in the event that an audit shows that it took place.
• Refusal to satisfy a complaint - in the event that it is either not within the competence of the Central Bank of the Russian Federation, or no signs of violation were found.

If the applicant does not agree with the actions of the Central Bank employees, he has the right to file a complaint against them - but to the court in the manner established by the CAS of the Russian Federation.

Who can complain about the insurance company under compulsory motor liability insurance?

There is a certain agreement between the insurer and the policyholder to ensure civil liability guarantees. If the company does not fulfill its obligations, the main affected person is the owner of the MTPL policy.

The main method of influencing contract violators is a complaint to the insurance company under compulsory motor liability insurance. It can be submitted by a citizen who has suffered from the inaction of insurers.

A common situation is the appeal of persons who have not received payment after the occurrence of an insured event. For example, a citizen submits an application and expects the amount to be transferred. But after contacting the insurance company, he is informed that payments were denied. In this case, the reasons for such a decision are stated in a letter sent by mail.

You should not wait for the document to arrive, because it does not have legal force. You can find out the reasons for the refusal directly at the company’s office. It is important that the decision is motivated in accordance with the legislation of the Russian Federation.

A citizen who does not agree with the verdict may request an inspection report of the car and an application for acceptance of documents. After this, he has the right to send a complaint against the insurance company under MTPL to the appropriate authorities.

Also, the amount of payments may be underestimated. If a person, having correlated the amount of damage with the funds received, notes their lack, then the policyholder has the right to familiarize himself with the calculation of the cost of repairs. It is important to take an insurance claim certificate, a car inspection paper and an application for acceptance of documents.

Citizens who do not receive money on time suffer. If funds have not been received after 30 days, then an official delay is recognized. In this case, a complaint against the MTPL insurance company will be justified.

○ Complaint to the Federal Antimonopoly Service.

✔ What kind of body is it and what issues does it regulate?

FAS is a federal service that ensures that legislation protecting free competition in various markets in Russia is observed, and specifically the Federal Law “On the Protection of Competition”. Its jurisdiction also includes the insurance market.

In its activities, FAS is called upon to ensure that insurance companies:

• They did not enter into secret agreements dividing the service markets.
• They did not abuse the existing dominance (in particular, they did not impose additional services, taking advantage of the fact that there are no competitors in the region).
• They did not refuse to conclude contracts under compulsory motor liability insurance.

✔ Reasons for appeal.

You can contact the FAS with a complaint against an insurance company in the following cases:

• Refusal to sell an MTPL policy without an additional contract (CASCO, life insurance, apartments, etc.). The complaint will be especially effective if such services are offered by several companies that have entered into a secret conspiracy among themselves.
• Refusal to conclude a contract or extend it.
• Monopolization of the market by one of the companies.
• Misleading advertising.

✔ Filling out a complaint.

As with the Central Bank of the Russian Federation, you can contact the FAS in two ways:

1. By mail, sending a registered letter to the regional office.
2. Through the official website or the State Services portal.

Applications submitted by fax or email are also acceptable, but in practice such methods are less common. However, if the applicant has a certified electronic signature, their email will be equivalent to a paper document.

✔ Review deadlines.

Like the Central Bank, the FAS considers complaints within no more than 2 months. Moreover, if established by Art. 12 of the Federal Law “On the procedure for considering citizens’ appeals”, a 30-day period is not enough, and the consideration is extended for another month, the citizen must be informed about this in writing.

✔ FAS decisions and appeal.

Based on the results of the review, the service can satisfy the requirements stated by the citizen. In this case, a fine will be imposed on the insurer, and an order will be issued to ensure that the violations are eliminated. Typically, insurance companies appeal such decisions of the FAS to the court, but, as a rule, the court takes the side of the antimonopoly service.

In the same case, if in response to a complaint from the FAS there was a refusal to consider, the citizen also has the right to go to court with a complaint against this federal service. However, the likelihood that the decision will be reversed is extremely low.

Claim to the insurance company in Rospotrebnadzor

In 2021, only an individual can apply to Rospotrebnadzor and only if his rights have been violated. You can choose one of several methods to contact us:

1. Alternatively, you can write a written complaint to the insurance company under MTPL. She goes to where the territorial office of Rospotrebnadzor is located.
2. If this method does not suit you and you are used to using the Internet, you can write a complaint by email.
3. Reception specialists handle complaints. Their work schedule can be found on the Rospotrebnadzor website.
4. You can also submit a complaint for consideration through the form on the Rospotrebnadzor website. It is important that the data be presented as calmly and without emotion as possible, with complete accuracy of the information. The size of the claim to the insurance company under compulsory motor liability insurance should not exceed 2 thousand characters. Naturally, there should be no misunderstandings such as threats or insults.

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○ Russian Union of Auto Insurers (RUA).

✔ What kind of body is it and what issues does it regulate?

RSA is a non-profit organization that unites all insurance companies that provide services under MTPL or CASCO. The main thing you should pay attention to is that membership in the RSA is mandatory for companies working in this area. That is why the union has certain levers in its hands, thanks to which the RSA can influence the actions of its members.

✔ Reasons for appeal.

It makes sense to complain to RSA if the insurance company:

• Does not apply KBM.
• I lost my license and therefore cannot compensate for damages under compulsory motor liability insurance.
• The order of direct regulation (DRP) has been violated.
• There are violations related to the European Protocol.

In general, it should be noted that the RSA has less powers than the Central Bank of the Russian Federation or the FAS, therefore, in the event of gross violations, the measures taken by the union are not very effective.

In addition, we must remember: if you have problems with CASCO, you cannot contact RSA, this is not its competence!

✔ Filling out a complaint.

You can complain in the following ways:

1. On a personal visit to the management department located in Moscow.
2. By sending a complaint with attached documents by mail.
3. By email - but in this case the applicant may be required to provide paper copies of documents or other confirmation. At the same time, you need to ensure that the complaint itself and the attached scans of documents “weigh” no more than 3 MB. If the volume is larger, you need to use an archiver program and split the archive into volumes of the specified size, sending them as separate emails.

✔ Review deadlines.

The period during which citizens' appeals must be considered is regulated by the Rules for the protection of the rights of policyholders and victims, approved by the Presidium of the RSA in 2004. In general, the one-month rule also applies here, however, according to clause 3.9 of the Rules, the period can be extended if a more thorough check is required or additional documents are requested. In the latter case, the consideration is extended for the time required to receive these documents.

✔ RCA decisions and appeals.

Based on the results of consideration of the complaint, the RSA makes a decision. He can:

• Obtain from the insurer a change in the terms of the contract or compensation for damage.
• Refuse the complaint.

In the latter case, the citizen has the right to appeal the response through the court in accordance with the CAS RF procedure.

If they don’t sell OSAGO insurance policies in 2021

If the insurer refuses to issue you an MTPL policy in 2021, you have the right to appeal the company’s actions. To do this, you need to provide a written refusal to the insurance company, or written correspondence. The collected package of documents must be sent to one of the following authorities:

• Central Bank.
• Higher courts.
• Prosecutor's office.
• RSA.
• FAS.

Note
But such conservative methods are not always required. Usually, the mere words that the complaint will be transferred to higher authorities are enough for the insurer to have the opportunity to conclude an agreement. And then forms appear on which this agreement is signed.

Refusal to provide an MTPL policy is an administrative offense, the punishment for which is prescribed in 15.34.1 of the Code of Administrative Offences. By the same principle, the Central Bank can conduct an investigation when MTPL is denied. Therefore, in 2021, the complaint is primarily sent to the Central Bank. Confirmation that the complaint is indeed legitimate is provided by witness testimony, video and audio recordings, as well as personal correspondence.

If the insurance company does not want to accept your application for issuing an MTPL insurance policy, then you can send the application by mail with a return notification. In this case, you will have proof that you actually submitted the application.

If the Central Bank does not solve the problem, which is very unlikely, then documents can be submitted to the highest judicial authorities.

○ Rospotrebnadzor.

✔ What kind of body is it and what issues does it regulate?

Rospotrebnadzor is a government body that is obliged to protect consumer rights. A citizen who wishes to conclude an agreement under compulsory motor liability insurance acts as a consumer - and therefore, in the event of an unreasonable refusal on the part of the insurance company, as well as some other violations, Rospotrebnadzor is obliged to take measures against the guilty company.

This is due to the fact that, by virtue of the Federal Law “On Compulsory Civil Liability Insurance of Vehicle Owners,” compulsory motor liability insurance is a public contract, the terms of which must be the same for all persons applying to a specific insurer. But we must remember: Rospotrebnadzor is concerned with protecting consumers. If the complaint is related to business activities or the work of organizations, they may immediately refuse to consider the appeal.

✔ Reasons for appeal.

It makes sense to contact Rospotrebnadzor in the following cases:

• The insurance company refuses to enter into a contract.
• There is no payment under the contract, or the compensation is underestimated.
• Imposing additional services under MTPL or CASCO.

✔ Filling out a complaint.

The complaint must be addressed either to the regional office of Rospotrebnadzor or to the central office. However, in the latter case, it must be taken into account that the complaint will still be forwarded for consideration at the place of the violation.

Complaints can be submitted either in paper or electronic form through the official website of the organization, or through State Services.

✔ Review deadlines.

Complaints received by Rospotrebnadzor must be accepted for consideration no later than within three days from the receipt of a paper or email letter to the organization. From this moment the standard monthly period begins to count.

If additional verification is necessary, the period is extended to two months. The applicant must be notified in writing of the extension.

✔ Rospotrebnadzor decisions and appeals.

If Rospotrebnadzor considers that there is a violation of the law, it issues an order to the company to eliminate it. The applicant is notified of this in writing.

If the complaint is unfounded or is beyond the competence of the government body, the citizen will receive an official response with a refusal. It can only be appealed in court.

If you can’t purchase an electronic policy

In 2021, amendments were made to Article 15, Clause 7.2 of Federal Law No. 40, according to which insurance companies are required to sell policies online. Moreover, this can be done almost around the clock. For example, someone engaged in the sale of policies may be unavailable for no more than half an hour a day, and if it is necessary to close it for a longer period, then a warning must be issued 24 hours in advance.

By the way, if one insurer’s website does not work, then they have the right to redirect the potential client to the website of another insurance company. But if insurance does not provide for the issuance of electronic policies, then this is strictly punished by the Central Bank. Therefore, if your rights are violated in 2021, it makes sense to first of all contact the Central Bank, and only then to other government bodies.

○ Prosecutor's office.

✔ What kind of body is it and what issues does it regulate?

The prosecutor's office is the main supervisory authority in Russia. In accordance with the Federal Law “On the Prosecutor’s Office of the Russian Federation”, its competence includes:

• Supervision of compliance with Russian laws.
• Supervision to ensure that there are no violations of human rights.
• Supervision of law enforcement agencies and the execution of punishments.

Prosecutor's office employees have the right to monitor the activities of both government agencies and commercial or non-profit organizations - and, accordingly, they have the right to take action against insurance companies if they violate the law.

However, we must remember: the prosecutor’s office does not resolve financial disputes. If, for example, the company made a payment, but the amount of compensation is underestimated, there is no point in contacting the prosecutor’s office. In this case, its employees may refuse to consider the complaint and recommend going to court.

✔ Reasons for appeal.

By virtue of the Federal Law “On the Prosecutor's Office of the Russian Federation”, employees of this law enforcement agency are obliged to check any violation of the law. Although the prosecutor's office does not replace other regulatory authorities, it is obliged to respond to any statements that indicate signs that the law is not being observed.

Accordingly, a complaint can be filed with the prosecutor in any case if the applicant believes that his rights have been violated. Moreover: if several people have suffered, they can file a collective complaint, and then the prosecutor’s office will act on behalf of all applicants.

✔ Filling out a complaint.

You can submit a complaint to the prosecutor's office in the following ways:

1. At a personal reception. Every day in any prosecutor's office, an employee on duty receives complaints and applications from citizens. As a last resort, you can appear without a written complaint - the assistant or deputy prosecutor on duty at the reception will help you draw up the document correctly and accept explanations from the visitor.
2. By mail. This is convenient if you don’t have time to appear in person, but it will take time to deliver the correspondence. You can contact any of the prosecutor's offices: if the sender made a mistake, the complaint will be forwarded to its destination.
3. By email or via a website on the Internet. This significantly speeds up the review process - but you must remember that only letters signed with a qualified electronic signature are considered equivalent to paper documents. Without this, the applicant will still need to either appear in person and bring the missing documents - or send them by mail.

✔ Review deadlines.

According to the Instruction approved by order of the Prosecutor General's Office of the Russian Federation dated January 30, 2013 No. 45, the prosecutor's office considers complaints within:

• 15 days – if there is no need for additional verification.
• 30 days – if verification is carried out.

In exceptional cases, the period may be extended by an additional 30 days. After this, additional extensions can only be made by the Prosecutor General himself.

All deadlines are counted from the moment the letter was received and registered in the prosecutor's office.

✔ Decisions of the prosecutor's office and appeal.

If prosecutors consider that the complaint is justified, they may take one of the following response measures:

• Make a presentation. This document indicates what specific violation the insurance company committed, and also indicates what measures need to be taken to correct the situation. The offender is given 30 days to correct the violation.
• Make a decision. In this case, a case is initiated under the Code of Administrative Offenses of the Russian Federation - but only in cases where the violation is not related to administrative articles, which must be dealt with by the Central Bank of the Russian Federation.
• Give a warning. This is essentially a “final warning.” If the insurance company violates the law again, it will be held accountable according to the law.

In the same case, if the prosecutor’s office considers that there are no grounds for a response, the applicant will be sent a refusal, which can be appealed to the court or to a higher prosecutor.

What to do if you refuse?

If the issue cannot be resolved through the RCA, and the applicant is confident that he is right, there are other authorities where you can complain about the insurance company:

1. Option 1. Contact the Central Bank of Russia. The Central Bank of the Russian Federation is the main regulator in matters of compulsory motor liability insurance, therefore the actions / inactions of the RSA can be challenged with it. You can write to the regulator through the online reception.
2. Option 2. Go to court. All issues that could not be resolved by the measures described can be attempted to be resolved in court.

You can learn more about how to file a civil claim from this material. There you can also find a large volume of various statements of claim and samples of how to fill them out.

If the situation turns out to be so complicated that it will not be possible to solve it on your own, especially if we are talking about a lawsuit, you can resort to the help of car lawyers. You can contact specialists by telephone or by sending a message through a special form.

○ Consideration of a complaint in court.

The last resort where you can turn if you have problems with insurance companies is the court. You can go there at any time, but it is best to resort to the help of a judge in the following cases:

• When it comes to collecting unpaid amounts. If there is a financial dispute, it is usually easier to file a claim than to waste time complaining to supervisory authorities.
• If a claim has already been sent to the insurer, but it was ignored.
• If the supervisory authorities have already refused the applicant for one reason or another.

A judicial act is the last chance to restore justice and bring the unscrupulous insurer to justice.

✔ Procedure for filing a complaint in court.

When going to court, you must be guided by the following regulations:

• Code of Civil Procedure of the Russian Federation - when filing a claim.
• CAS RF - if the actions of the insurance company are appealed.

Both codes describe in detail how, where and in what order the appeal should be sent, which court should hear the case, etc.

✔ Court decisions and appeals.

Based on the results of the consideration, the court may:

• Satisfy the application.
• Refuse satisfaction.

In the latter case, one should be guided by procedural norms and appeal the adopted act to a higher authority, up to the Supreme Court of the Russian Federation.

What is RSA?

The Russian Union of Auto Insurers (RUA) is a specialized non-profit structure created on the basis of the MTPL Law, which is an association of insurance companies operating in the motor third party liability market.

Despite the non-profit nature of the organization, it is not public and/or voluntary, because its presence is assumed by law, just as the areas of responsibility and powers of the RSA are established.

Head office of RosGosStrakh

Even such a large company as RosGosStrakh cannot fully control the work of its specialists and guarantee the absence of technical problems and failures in the software or online service system. Therefore, a consumer who is dissatisfied with the service at the office or representative office of the insurer must first inform the company’s management about identified violations, errors or inappropriate behavior of employees. Firstly, as practice shows, most conflicts can be resolved at the local level without involving regulatory authorities in the process, and, secondly, this is a prerequisite for appealing the actions of insurer employees in other instances.

You can contact RosGosStrakh:

• Via the feedback form my.rgs.ru/complaints.wbp. To do this, you should select the topic of the appeal, clarify its reason, briefly formulate the essence of the complaint and, if necessary, attach additional documents.

• To submit the form, the user will have to enter a verification code (an anti-spam tool) and agree to work with his personal data, after which an email will be sent to his Internet address with a code to confirm the operation.
• By phone 0530, for calls at any time of the day, the number 8-800-200-0-900 is available (throughout the Russian Federation), for residents of the capital. In this way, you can report an identified violation and receive advice on how to solve the current problem.
• In the official group on the social network facebook.com/RGS.ru, twitter.com/rgs_ru, vk.com/rosgosstrakh_official, by sending a message describing the situation.
• Russian Post. RosGosStrakh receives correspondence at the address: 140002, Moscow region, Lyubertsy, st. Parkovaya, 3.

If a complaint filed with RosGosStrakh does not bring the desired result, the consumer can contact the Agency that controls the insurance market.