One of the most telling factors in the annual dynamics of complaints against insurers received by the National Bank of Ukraine in 2025 was a significant decrease in the percentage of actual violations of the law among the total number of complaints (17.9% versus 30% in 2024).
“This indicates that the lion’s share of complaints is due not to unlawful actions by insurers, but to communication problems,” concluded experts from the Insurance Business Association (IBA), based on the NBU’s report on handling complaints from financial services consumers in 2025.
According to the ASB press release, consumers often do not fully understand the terms of the contract due to the complexity of the wording or insufficient explanation from insurers when concluding the agreement. Formalities in settlement and poor explanations of payment calculation algorithms (e.g., depreciation accounting, according to the law) create a false impression of a violation of rights, even though the insurer is acting within the law.
In addition, according to the report, in 2025, the NBU processed a total of 28,440 thousand written appeals, of which 1,473 thousand were related to the activities of insurers. Among the key issues that concerned customers were non-payment of insurance compensation (716 complaints) and incomplete payment (508 complaints).
“The analysis of the data indicates the stability of the insurance sector and a significant improvement in the quality of insurance claims settlement, despite the challenges of wartime,” the ASB emphasizes.
According to the association’s CEO, Vyacheslav Chernyakhovsky, the 2025 figures demonstrate the phenomenal ability of Ukrainian insurance to raise customer service standards even during wartime. Considering that insurance companies (excluding health insurance payments) made more than 540,000 payments during the year, the complaint rate was 0.25%.
“This is significantly better than in the markets of the world’s leading countries, where this indicator is usually 0.5-1%. Year after year, insurers confirm their status as the most customer-oriented segment of the financial market,” he emphasized.
According to Chernyakhovsky, particularly noticeable progress has been made in the field of compulsory civil liability insurance for owners of land vehicles (OSCPV). Thanks to the introduction in 2025 of a new law that replaced controversial “expertise” payments with direct compensation through repair work at service stations, the number of complaints has decreased significantly. With 150,900 payments made under CMTPL, the Motor (Transport) Insurance Bureau of Ukraine received only 478 complaints, compared to 740 in 2024.
