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Complaints management report - 1st semester 2019

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The Insurance and Pension Funds Supervisory Authority publishes its Complaints Management Report for the first half of 2019.

In the period from January to June 2019, ASF received 4,633 complaints, a number close to that of the previous year. The majority of the complaints were submitted directly to the ASF by email and only about 25% of the complaints were made in the Complaints Book, the latter being sent to the ASF via, mainly, the Operators' Portal.

In the period under analysis, the ASF analysed and concluded 4,570 complaint procedures, which resulted in a slight increase (5.4%) in comparison with the previous year. At the beginning of the period there were 3,938 pending cases, and this number rose at the end of the first half of 2019 to 4,001.

The Non-Life lines presented the highest percentage of complaints (about 89%), with emphasis on motor insurance, which represents about half of the cases closed, reflecting the trend presented in the same period of previous years. In the Life branch and pension funds as a whole, almost all the claim processes were related to life insurance itself, with "financial insurance" having a very low profile..

Information Note

Complaints management report - 1st semester 2019

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