Consumer Rights Protection Committee

The Committee for the Protection of the Rights of Insurance Consumers is a specialised standing body of the Association of Insurance Services Consumers. It handles consumers' requests on disputed matters that arise when insurance contracts are concluded and performed.

Chair of the committee: Daniyar Alibiuly Isatay.

Purpose of the committee

The committee's main task is to consider a consumer's situation, analyse it and help resolve the dispute with the insurance company or intermediary. The committee provides independent expert and advisory support and focuses first and foremost on settling disagreements before court.

Any consumer can apply: membership of the association and registration on the website are not required, and requests are considered free of charge.

Main functions

1. Considering requests about refusals to pay, reduced amounts, delays, insurance imposed as a condition, problems with terminating a contract and other disputed actions of market participants.
2. Legal and expert analysis of the insurance contract terms and the claim documents.
3. Preparing reasoned recommendations: the strengths and weaknesses of the applicant's position, which documents are needed and which steps to take.
4. Assisting with pre-trial settlement: helping to prepare a formal claim and to build a constructive position for negotiations with the insurer.
5. Explaining the next steps if the dispute cannot be resolved directly: the insurance ombudsman within its remit, the regulator for supervisory matters, the court.
6. Identifying systemic market problems and preparing proposals to improve transparency and service quality.

How a request is handled

1. The consumer submits a request through the Ask for help form and receives a reference number and a secure link for correspondence.
2. A staff member carries out an initial review and, if necessary, asks for missing information.
3. The committee analyses the contract, the correspondence with the insurer and the circumstances of the case.
4. The applicant receives a reply: an explanation, recommendations and a plan of action.

Before applying, prepare information about your insurance contract, a description of the circumstances of the insured event and copies of any correspondence with the insurance company. The contract number and personal data are kept in the closed part of the request and are never published.

Principles of work

• Lawfulness and compliance with current legislation.
• Independence from insurance companies and insurance intermediaries.
• Objectivity and impartiality in considering requests.
• Confidentiality: materials are shared with third parties only with the applicant's separate consent.
• Priority of the consumer's rights and legitimate interests.

Limits of competence

The committee is not the insurance ombudsman, the regulator or a court, and it does not issue decisions binding on the insurer. A request to the association is not an official complaint to an insurance company or a state body and does not start their procedural time limits. The committee does not promise a payout or guarantee the outcome of a dispute; it helps consumers understand their situation and act competently.

Significance for the market

The committee's work helps not only to resolve individual disputes but also to prevent recurring violations. Summarised findings, without disclosing applicants' personal data, are used for dialogue with market participants and to raise consumers' legal literacy.