Procedure for Disclosure of Information on Insurance Services

Procedure for Disclosure of Information on Insurance Services The Procedure for Disclosure of Information on Insurance Services (hereinafter referred to as the Procedure) has been developed in accordance with Part 5 of Article 34 of the Law of the Republic of Tajikistan "On Insurance Activity" with the aim of creating favorable conditions for the protection of the rights of consumers of insurance services, improving the level of legal education, and strengthening public trust in the activities of insurance organizations. It establishes the procedure for disclosing information on insurance services.

GENERAL PROVISIONS
The following basic concepts are used in this Procedure:

disclosure of information - providing consumers of insurance services with information about the terms of provision of services by insurance organizations in oral, written, or electronic form;
insurance services - services provided by insurance organizations to consumers of insurance services based on the corresponding license of the National Bank of Tajikistan and the provisions of the legislation of the Republic of Tajikistan;
consumer (consumers) of insurance services (hereinafter referred to as consumer/consumers) - a physical/legal person(s) who uses/uses or intends to use the services of insurance organizations;
authorized structural subdivision of the National Bank of Tajikistan - the Department for the Protection of Rights of Consumers of Financial Services and regional offices of the National Bank of Tajikistan, which are entrusted with the functions of carrying out measures aimed at creating favorable conditions for the protection of the rights of consumers of financial services.

Insurance organizations establish the procedure for disclosing information on the provision of insurance services to consumers by their internal document, taking into account the requirements of this Procedure.

Registered in the Ministry of Justice of the Republic of Tajikistan on "10" December 2025, No. 1379 Approved by the Resolution of the Board of the National Bank of Tajikistan Of "24" November 2025, No. 147

PRINCIPLES AND GENERAL REQUIREMENTS FOR DISCLOSURE OF INFORMATION ON INSURANCE SERVICES
Insurance organizations, in their interactions with consumers, must adhere to the principles of fairness, good faith, and professionalism and disclose information in compliance with the following minimum requirements:

information for all consumers and potential consumers must be provided on an equal basis and in equal volume;
information must be accurate, complete, and provided in a timely manner;
information must be provided to the service consumer in simple and accessible language, without containing complex, confusing words and expressions;
information must be provided to the consumer in the state language and, if necessary, offered in any other language;
information must be provided to the consumer in a font size that allows the consumer to easily find the necessary and important information presented in the service;
information about the service must be provided in such a way that it is relevant and meaningful for the consumer in terms of understanding the essence of the service and assessing its compliance with their needs;
the provided information must not be presented in a manner that hides important conditions or diminishes their significance, creating the impression that they are not important or applicable. At the same time, distortion of the meaning of information leading to ambiguity or otherwise allowing for ambiguous interpretation of the properties of the provided insurance services is not permitted;
information must be up-to-date on the date of its provision in accordance with the circumstances stated by the consumer and affecting the terms of the service contract;
information providing for the benefit of the provided service must also reflect the corresponding risks (if any).

The requirements specified in paragraph 3 must also be observed when placing information on the official website, information boards at service points, and information leaflets of insurance organizations.
Insurance organizations are obliged to place on the first page of their official website information about the name, address, working hours, trust line (contact center) phone number of the insurance organization, the procedure for submitting appeals by consumers, as well as the trust line phone number of the National Bank of Tajikistan. Insurance organizations are also obliged to place in a prominent place on the information board at their service location the trust line phone number of the National Bank of Tajikistan and other information of importance to consumers, including information about insurance services and the insurance organization.
DISCLOSURE OF INFORMATION TO THE CONSUMER BEFORE CONCLUSION OF AN INSURANCE CONTRACT
Before concluding a service provision contract, the consumer must be provided with full disclosure of information about the provided service, their legal rights, and interests. Insurance organizations are obliged to take all necessary measures to bring to the attention of the consumer information about the terms of provision of insurance services, their significance and priority, potential risks associated with them, as provided for by the legislation of the Republic of Tajikistan, consequences, and liability of the parties.
Before concluding a service provision contract with the policyholder, the insurance organization must:

explain to the consumer the essence and main conditions of the specific service of interest or imposed on them, familiarize the consumer with the insurance rules and present ways to use them in their interest;
familiarize the consumer with the amounts and tariffs of insurance payments and compensations related to the provision of the insurance service of interest to them;
explain to the consumer, in the event of an insured event, the procedure for appeal, deadlines, and procedure for its consideration in accordance with the requirements of legislation, including based on the provisions of the contract and insurance rules;
inform the consumer of their obligations provided for by the contract and insurance rules, which the insurance organization may apply in the event of the consumer's failure to fulfill their obligations (penalties or any other measures worsening the consumer's financial position);
inform the consumer about the form, regularity, and deadlines for providing information (extracts, notices) after signing the contract;
before concluding the insurance contract, provide the consumer with the opportunity and necessary time to familiarize themselves with the provisions of the contract according to the insurance rules;
conduct explanatory work with the consumer regarding their right to refuse insurance services after concluding the contract and until the moment of receiving the insurance premium;
in the event that, according to the service conditions, there is a need to use an additional service provided by a third party, the insurance organization is obliged to provide the consumer with the opportunity to choose such a third party.

Consumers of insurance services must be provided with sufficient information about products and services so that they can choose an insurance product or service that meets their needs and financial capabilities.
Before providing services or consultations, the insurance organization must assess the financial position, financial needs, and financial capabilities of the consumer, and ensure compliance with the following requirements:

before concluding the insurance contract, exhaustive information about the terms of provision of insurance services must be disclosed, including information about its total cost;
the consumer must be explained the consequences of non-performance or improper performance of their accepted obligations and liability under the insurance contract;
when publishing and disseminating information about the cost of insurance services, the amount of the insurance sum and the insurance premium must be disclosed.

If the insurance organization refuses to provide a service to the consumer, the insurance organization, at the consumer's request, returns to them the originals of those documents that the consumer received from third parties for submission to the insurance organization for the purpose of obtaining the service (certificate of residence or employment, property assessment act, notarized document, etc.).
When providing insurance services to the consumer, the insurance organization is obliged to provide the policyholder with the main conditions of the insurance rules before concluding the insurance contract, including the following information:

about insurance risks;
about insured events, upon the occurrence of which the insurance payout (insurance compensation) is made;
about the determination of the size of the insurance sum;
insurance tariff;
about the size of the insurance premium (insurance contribution);
about the procedure for concluding, executing, and terminating insurance contracts;
about the rights and obligations of the parties;
about the procedure for determining the size of the loss or damage and the size of the insurance payout (insurance compensation);
about the procedure and deadlines for notifying the insurance organization of the occurrence of an insured event;
about the actions of the policyholder in the event of an insured event. If the actions (inaction) of the policyholder can serve as grounds for refusing to pay the insurance sum and insurance compensation, this must be specifically indicated;
about cases of refusal in insurance payout (insurance compensation) and other provisions that are necessary.

Insurance organizations, when providing insurance services, are obliged to provide the consumer with a certificate on the main conditions of the provided services in accordance with the appendix to this Procedure in a font size of not less than 20.
DISCLOSURE OF INFORMATION IN THE INSURANCE CONTRACT
The insurance contract must comply with the requirements established by the legislation of the Republic of Tajikistan and include the disclosure of the following information:

about the subjects and objects of insurance;
about the insured event;
about the size of the insurance sum;
about the size of the insurance premium and the indication of the deadline for its payment;
about the size of the insurance tariff;
about the procedure for paying insurance compensation;
about the insurance contribution;
about the term of validity of the insurance contract;
about risks that are not an insured event (exclusions);
about the rights and obligations of the policyholder and the insurance organization;
about the procedure for notifying the insurance organization of the occurrence of an insured event and the list of documents for obtaining insurance compensation;
about the right to demand additional documents from the insurance organization for obtaining insurance compensation;
about force majeure;
about secret clauses;
about the procedure for full or early termination of the insurance contract;
about dispute resolution clauses.

The information of the mandatory insurance contract is established by the legislation of the Republic of Tajikistan on mandatory insurance.
The standard form of the insurance contract is developed by the insurance organization in the manner established by legislation and agreed upon with the insurance supervision body.
DISCLOSURE OF INFORMATION DURING THE TERM OF VALIDITY OF THE INSURANCE CONTRACT
During the term of the contract, insurance organizations are obliged to disclose to the consumer the following information:

about changes in the size of the insurance premium (insurance contribution), insurance sum, and other rights and obligations provided for by the insurance contract;
about amendments and additions to regulatory legal acts directly affecting the rights and obligations of the consumer of insurance services, if such changes affect the financial position of the consumer and are provided for by the contract;
about other changes that have a direct impact on the sphere of relations between the parties to the contract, if this is provided for by the contract.

Information is provided to the consumer by mail or by agreement of the parties by electronic mail, as well as by other means of communication (phone, message, etc.).
In cases where the insurance organization reports changes by phone, the employee of the insurance organization is obliged to perform the following actions:

state their surname, first name, patronymic, and also inform the consumer of the name of the insurance organization;
the telephone call must be made only from the official phone number of the insurance organization, which was previously communicated to the consumer;
inform about the purpose of the telephone conversation in a language understandable to the consumer, if the parties have not agreed to receive information in another language;
inform about the recording of the telephone conversation, if such recording was made;
at the request of the consumer, interrupt the telephone conversation and call back later.

The insurance organization is obliged to immediately after receiving the application issue to the policyholder a document confirming the registration of the policyholder's application for the payment of insurance compensation.
In the event of submission of incomplete information for obtaining insurance payouts and compensations, the insurance organization is obliged to inform the policyholder of the full list of information within a period of no later than one working day from the date of receipt of the documents.
The insurance organization is obliged to provide the policyholder with the corresponding information no later than 3 (three) working days after making a decision on the insurance payout and compensation.
The decision on the insurance payout and compensation must contain the following information:

decision on full payment of the insurance payout and insurance compensation, partial payment, or refusal to pay insurance compensation;
reasons (grounds) for refusal in the insurance payout and compensation, including references to the corresponding points of the insurance contract and (or) legislation;
the size of the calculated insurance payouts and compensations;
the procedure and conditions for carrying out insurance payouts and compensations;
information about the balance of the insurance sum (in the event that the size of the insurance payout and compensation is less than the total amount of the insurance sum);
contact information by which the policyholder can obtain additional information about insurance payouts and compensations.

MEASURES FOR CONTROL OVER COMPLIANCE WITH THIS PROCEDURE IN INSURANCE ORGANIZATIONS
In order to ensure the rights and legitimate interests of consumers of banking services and improve the quality of service, insurance organizations are obliged to ensure proper internal control over compliance with the requirements of this Procedure.
Insurance organizations are obliged to train their responsible employees on the procedure for disclosing information on insurance services and to carry out constant control over the process of their disclosure of information on insurance services.
The authorized structural subdivision of the National Bank of Tajikistan carries out control over compliance by insurance organizations with the requirements of this Procedure.
LIABILITY FOR NON-COMPLIANCE WITH THIS PROCEDURE
In the event of non-compliance with the requirements of this Procedure by insurance organizations, the National Bank of Tajikistan applies to them in accordance with Article 341 of the Law of the Republic of Tajikistan "On Insurance Activity" urgent corrective and influencing measures.

Appendix to the Procedure
for Disclosure of Information on Insurance Services CERTIFICATE on the main conditions of insurance (The certificate does not replace the insurance contract. Before agreeing to conclude an insurance contract, carefully study its terms!)

SECTION 1. Information on Insurance
1 Object of insurance
2 Insurance sum (the amount by which the insured property is evaluated) 3 Insurance risks (events upon the occurrence of which the insurer pays the policyholder the amount of loss) 4 Insurance tariff 5 Size of the insurance premium (insurance contribution) 6 Period of payment of the insurance premium (insurance contribution) (Single or periodic) 7 Term of validity of the insurance contract 8 Procedure and deadline for notification of the occurrence of an insured event Deadline and contact information 9 Procedure for submitting an application for payment of the insurance payout and insurance compensation Deadline and contact information 10 Cases of refusal in payment of the insurance payout and insurance compensation

I confirm the correctness and accuracy of the information ____________________________ (Surname and signature of the insurance organization representative)

I confirm receipt of information

(Surname and signature of the policyholder)