of complaints and appeals from citizens to the regulator buy telemarketing data decreased by 2.3% compared to the previous year. First of all, due to a decrease in complaints in the insurance segment — by almost 40%. Last year, we received more than 250 thousand complaints and appeals, and in general, in the previous four years, statistics on complaints have always shown growth.
— How did complaints about insurance companies decrease?
— The decrease in complaints occurred in three areas, where previously there was a major growth. Firstly, the number of complaints about the refusal to sell or the imposition of additional services when issuing an MTPL policy decreased (by more than 70%). To a certain exten.
Problem was solved by the electronic
policy and the “Unified Agent” system (the MTPL sales use a common number when using sms guarantee system). Secondly, there were noticeably fewer complaints about the electronic policy system itself: at the first stage of the system’s implementation, there were many technical problems, so it was impossible to even get to agb directory the “buy a policy” stage. The number of complaints about the E-policy decreased by almost 63% compared to 2017.
