The number of written appeals to the National Bank of Ukraine on the activities of insurance companies in the second quarter of 2025 decreased by 9.3% – to 321, oral appeals through the contact center – by 18%, to 41, according to the report on the work with appeals of consumers of financial services in the mentioned period.
“We observe a tendency to decrease the number of written appeals on the work of financial, collection companies and insurers. At the same time, we note an increase in the number of questions regarding the work of banks of all forms of ownership,” the report says.
It is noted that the share of identified violations in written appeals regarding the activities of insurers is 22%, state banks – 2.8%, private banks – 1.8%, foreign banks -1.3%, financial companies – 21%, collection companies – 34%.
Appeals regarding the activities of insurers relate to disputes when the consumer received compensation not in full or did not receive it at all.
According to the NBU, the reasons for such problems vary from violations of legislation on the part of insurers to the provision of false data on the occurrence of an insured event by the consumer. In addition, the amount of compensation for material damage may differ from the actual amount due to the expert opinion of the involved insurer’s specialist and the application of depreciation in the calculation of material damage, which is determined by the current legislation or the terms of the contract.
