Every year, the Insurance Intermediary publishes an activity report. For 2023, this annual report was published on September 3, 2024. It was presented by press release and at a full meeting of the Treasury Advisory Committee on September 17, 2024.
This report makes it possible to see the evolution of the disputes, identify good practices and formulate recommendations for the sector. Here are some of the main elements of this 2023 activity report.
The main numbers of Insurance Media for 2023
The highlight of the year 2023 for Mr. Arnaud Chneiweiss, the insurance intermediary, is the “shock of flames”with a historical record in the number of references.
The intermediary received 30,620 references in 2023, changed to date +42% compared to 2022.
This increase continues in 2024 with 35,000 calls received over the last twelve months at the end of August.
It should also be noted that the eligibility rate of referrals is increasing. This ensures better visibility of the mediation system.
However, there are still unauthorized referrals (59%): 4% are outside the scope of mediation, and 35% of referrals are premature (approaches to the profession have not been made).
In 2023, approximately 12,075 applications were approved (+69% compared to 2022).
Insurance Mediation had to deal with 70% more files in 2023.
Therefore the Central Insurance team was strengthened (80 employees).
This increase follows the entry into force, on 1 January 2023, of the complaints processing reform, which will allow policyholders to contact the Ombudsman two months after sending a written complaint to the insurer they have This reform is the result of a minor amendment of the Board proposal n ° 2022- R- 01 of May 9, 2022 of the Prudential Regulation and Resolution Authority (ACPR) on complaints handling.
Policyholders are also better informed about their rights to seek free mediation.
The number of members at Insurance Mediation has also increased.
The mediator emphasized that the management of disasters and protests is still subject to development.
Referrals are mostly made on the internet: this represents 54% of referrals in 2023 and over 60% at the beginning of 2024.
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Rappel To contact Insurance Mediation, the online referral form is available at formulaire.mediation-assurance.org. Notice can also be sent by post: Insurance Mediation, TSA 50110, 75 441 Paris cedex 09 The reference must be accompanied by clear and legible documentation. The steps of the mediation procedure are detailed on the Insurance Mediation website. |
In 2023, 53% of the solutions are favorable to the claimant, in whole or in part. 68% of the solutions confirm the position of the insurer.
Processing times are 7 months on average, which lasts a long time according to the Insurance Intermediary. But an improvement should be noted: 48% of cases were resolved within 3 months in 2023 (compared to 30% in 2022). But recently with the increase in the number of referrals, the time limit is more like 8 months.
In 2023, 333 members of Insurance Mediation represent 27,330 insurance professionals (insurance companies, insurance intermediaries, asset managers, general agents).
Topics of referrals to the Insurance Intermediary in 2023
In 2023, referrals are mostly related to property and liability insurance 65% etc 35% is related to personal insurance.
In property and liability insurance: 31% relates to vehicle insurance, 28% multi-peril home insurance, 21% relationship insurance (nomadic – portable goods (11%), travel (5%), bank card ( 4%), other kin groups (1%).
In personal insurance: 26% is related to health, 22% borrower insurance (consumer loan or real estate), 16% life insurance, 9% supply insurance.
Key recommendations of the Insurance Intermediary
Previous results from the Insurance Intermediary have led to improvements in business practices, particularly in 3 areas:
- simplifying and improving the conclusion of insurance contracts,
- relationship insurance,
- exclusion clauses.
However, areas for improvement should be considered and the Mediator identifies 5 possible areas of improvement.
1 – Disputes related to relationship insurance
They represent 21% of damage insurance references in 2023: 11% relate to mobile phones (with distribution problems, insurance license), 5% relate to cancellation of travel (few guarantees) , and 4 ¨% related to bank cards (note the problem of transparency of information, the insurer is not aware of the guarantees attached to the card).
The point raised is the question of how useful these insurances are to the insured.
2 – Unclear exclusion clauses
To be validly used, the warranty disclaimers must be formal, limited and stated in highly visible characters (articles L. 112-4 etc L. 113-1 of the insurance code). Some of these contracts have been declared illegal by the Court of Cassation.
In terms of contract drafting, some exclusion clauses are vague, the terms used sometimes have multiple meanings (for example negligence).
This leads to mistrust on the part of the insured towards the insurer.
3 – Distrust experts
Expert reports are not always sent to the insurer (lack of transparency). Policymakers must be confident of the independence of experts vis-à-vis insurers.
The intervention periods of the experts should be regulated (appointment of the expert within 15 days of the announcement of the disaster, and a period of 3 months to complete the expertise and submit the report by possible extension of 3 months in that case). the complexity of the dispute). Currently, there is no date.
The professional and ethical rules regarding knowledge need to be strengthened: currently no diploma or knowledge is required to call yourself an “insurance expert”
4 – Keeping track of intervention times
Time for disaster management : it would be appropriate to provide advances within a time limit (30 days from receipt of the documents requested by the insurer). In the case of warranty rejection, a response should be given within 30 days.
Time for knowledge : the appointment of the expert by the insurer should take place within 15 days of publication of the claim. The report should be submitted within 3 to 6 months, which can be extended depending on the complexity of the assessment or force majeure.
Time to decide and pay : the insurer should suggest dates. If there is an agreement on the compensation amount, it must be paid within 15 days.
5 – Duty to warn before and during the life of the contract
A duty of care is required at the time of subscription on the content of the contract (the warranty limits, the need for additional warranties or not). The professional insurer must draw the individual’s attention to the content of the contract.
He must also know the personal situation of the insured to confirm that the guarantees cover the risks according to the personal situation of the insured.
A duty to warn is also used during the life of the contract: if the contract is changed (information on the differences between the old contract and the new contract), information on the consequences of non-payment of the price .
Finally, the activity report also presents a number of mediation cases and recalls the procedure to be followed to contact the Insurance Mediator.
To find out more:
> Press release from Insurance Mediation
> Video presentation of the 2023 annual report
> Insurance Intermediary Annual Report 2023
Corinne Lamoussière-Pouvreau
Attorney at the National Consumer Institute
2024-10-15 21:55:00
#Insurance #intermediation #publication #activity #report
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