According to a report by ECO, the number of complaint processes opened and concluded by the behavioural supervisory authority of the insurance sector decreased again in 2021, with the Electronic Complaints Book (LRE) gaining relevance among the channels used to complain. Regarding the most claimed lines of business, the Supervisory Authority figures for 2021 maintain non-Life insurance and Motor, Fire and Other Damage and Health insurance as also dominant in the statistics of completed cases.

At the end of the year, the percentage of outcomes favourable to the claimant decreased in relation to the previous year.

The summary of the Complaints Management Report (2021), prepared by the Behavioural Supervision department of ASF, indicates 8,183 complaint processes opened last year, 4% less compared to the same period last year (2020: 8,549). Of this total of complaints, 39% were submitted directly to the ASF, with 50% being submitted through the LRE, “which has been taking on increasing relevance since its entry into force in 2019″.

Completed claim processes decreased by 25.1% compared to 2020, totalling 6,894. Regarding completed claims by business segment, non-life insurance continues to represent the business segment with the highest percentage of claims (84%), and motor insurance with the highest number of claims (2,446, or 35.5% of all cases concluded in non-Life). The Life branch represented 13% of complaints and Pension Funds 0.8%.