Regulatory Alerts2023-11-18
Overview of Complaints at Insurance Providers in 2020
The Dutch Authority for the Financial Markets (AFM) published its second annual structured complaint survey for 2019, revealing that 176 insurance providers reported a total of 169,469 unique complaints, representing a nearly 6% increase from the previous year. The healthcare sector accounted for half of all complaints, while the average handling time for a complaint was 14 days, with annuities having the longest duration and travel insurance the shortest. The AFM emphasized data quality improvements and stated that these annual insights help shape more efficient and effective supervisory practices.
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