The person who manages disputes between insurers and policyholders is increasingly in demand, to the point where these services are talking about a “shock of referrals”. The increase in cases filed has reached 42% in one year.
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The insurance mediator has just published its report for 2023. The year marks a historic record with 30,600 cases filed, or 42% more than in one year. The trend is confirmed this year: at the end of the first half of 2024, there were already 18,600 referrals since January.
Telephony is at the top of the complaints, along with cell phones. In general, the complaints concern what is called “affinity” insurance, i.e. insurance linked to the purchase of a product but supposed to be optional. The retailer offers us an insurance contract that we are not obliged to accept. But, in fact, to reassure ourselves, we take out this insurance, which is very common with cell phones. This is when surprises appear with, for example, additional guarantees that are not wanted but are still billed.
The legislation has evolved by increasing the pressure on operators and traders and it is precisely the strengthening of the rules which is leading more and more customers to contact the insurance mediator.
A reform of the complaints processing came into force in 2023. From now on, insurers have only two months to respond to dissatisfaction expressed in writing and, if necessary, refer the complainant to the mediator. This increases the number of procedures, hence the records recorded. Customers know their rights better and take advantage of them. This is logical and legitimate.
The pressure is strong on insurance brokers and one of them knows something about it. The SFAM group has been given a temporary ban on distributing insurance contracts. SFAM, placed in receivership last April.