The National Commission for the Protection and Defense of Users of Financial Services (Condusef) receives around complaints related to insurance, with car insurance being the category that concentrates the largest number of disputes.
This was reported by Jonathan Tijerina Sepúlveda, Director of Control and Northern Supervision at Condusef, during an interview on the program Cambios, hosted by Víctor Martínez.
Although he highlighted the support received so far, Coparmex Nuevo León requested greater public and private investment in energy matters.
The official explained that approximately 75 percent of complaints correspond to car insurance, while the remaining 25 percent is divided between life insurance and health insurance.
“Claims, for example, Condusef has an annual level of around 40,000 claims specifically related to insurance. This is only what reaches Condusef, not all users go there,” he said.
Tijerina Sepúlveda pointed out that one of the main challenges of the agency is to encourage more people to file complaints when they believe their rights as users have been violated, as well as to strengthen mediation efforts with financial institutions.
In this sense, he highlighted that older adults are currently one of the most affected sectors due to the rising cost of insurance policies.
“We have a hard work in financial education, with the entire market, young people, adults, and older adults. Older adults are the most affected right now, because policies are increasing by 60, 70 percent,” he said.
These are the most frequent causes of complaints received by Condusef
Regarding the most frequent causes of complaints, he explained that the response time of insurance companies tops the list, particularly in car insurance.
“And the main causes or reasons are response time. In car insurance, this is a very important point, the response time of the insurer,” he said.
Another recurring factor is the gap between user expectations and the actual coverage established in the contract.
“Many times, the user has the perception that they will receive a certain amount or a certain service and, in the end, it is not achieved and they end up dissatisfied,” he explained.
The official stated that Condusef has a performance index to evaluate the service provided by financial institutions, where a score below eight is considered deficient.
He also emphasized that mediation is a key part of the agency’s work, as it seeks to reach satisfactory agreements between users and insurers, especially when economic differences exist.
Currently, Condusef’s national favorability index is 40 percent, meaning four out of every ten users achieve a satisfactory resolution through the agency’s intervention.
“In Nuevo León we are at the average, 38 percent. That means that out of 10 people, four are satisfied; we still have six people where we need to mediate with the financial institution so that the insurer or the financial institution, whichever the case may be, manages to help in favor of the user,” he concluded.
Source: telediario
