In 2016, customers holding nearly 50 million existing insurance policies complained to insurance undertakings in 11,266 cases. This represents a 10.6% decrease (1,334 fewer complaints) compared to the previous year. In 2016, 47% of the complaints were fully substantiated, 31% were dealt with by means of an amicable “goodwill” solution and only 22% of the complaints were completely rejected. Compared to 2015 the number of positively resolved complaints fell by 15 percent, with negatively resolved complaints falling by 5 percent, with the trend towards goodwill solutions continuing to increase (2014: 7%, 2015:11% and 2016: 31%). These figures emerge from the FMA’s Analysis for the annual report that it is required to submit in accordance with the EIOPA Guidelines on Complaints-Handling by Insurance Undertakings.
Handling of Complaints as a Management Tool
“An efficient and effective handling of complaints strengthens customer confidence and loyalty, while at the same time being an important information tool for the management of a company,” commented the FMA’s Executive Directors, Helmut Ettl and Klaus Kumpfmüller. “In the four years in which this management tool has also been within the focus of regulation and supervision, visible progress has been made”.
The insurance undertakings are required to continuously analysis data relating to the handling of complaints and to stake appropriate measures that guarantee that problems that are either systemic or which occur on a repeated basis, as well as potential legal and operational risks are identified and resolved.
The FMA has checked the compliance with these standards and has identified that the affected undertakings have reacted to identified deficiencies and have taken adequate measures to resolve them.
Sectoral statistics
The largest proportion of complaints in 2016, namely 21% (2015: 21%) was registered in the motor insurance sector, followed by the life insurance sector, with 20% (2015:16%), health insurance with 14% (2015: 15%) and other types of insurance 18% (2015: 29%).
26% of complaints relate to the “termination/modification/extension of policies”, followed by “processing of insurance claims” with 21%, “publicity/advice/handling of applications” with 20% and the “amount of the insurance benefit” with 10%.
Journalists may address further enquiries to:
Klaus Grubelnik (FMA Media Spokesperson)
+43/(0)1/24959-6006
+43/(0)676/882 49 516