Mission and Principles

Our mission is to make sure that everyone in Kazakhstan understands what they are paying for when they buy insurance, and knows how to protect their rights when the time comes to receive a payout.

The problems consumers face

Insurance is one of the most complex financial services for an ordinary person. Contracts and insurance rules are written in professional language, essential terms are often tucked away in appendices, and the difference between similar policies only becomes visible once an insured event has happened.

People most often come to us with situations like these:

• they do not understand what exactly their policy covers and what exclusions apply;
• it is hard to check whom to trust with arranging a contract: a company, a broker or an agent;
• the insurer refuses to pay, delays the claim or undervalues the loss;
• it is unclear where to turn in a disagreement, and in what order;
• online reviews contradict each other, and it is unclear which ones can be trusted.

Our goals

• Clarity. Explain insurance in plain language: what is covered and what is not, what drives the price, and which questions to ask before signing a contract.
• Verifiability. Maintain an open registry of insurers, brokers, agents and specialists, showing the sources and the date the information was last confirmed.
• Protection. Advise on insured events and disputes, outline the steps to take and help prepare documents.
• Feedback to the market. Collect verified consumer reviews and show market participants where their service needs to improve.
• Insurance literacy. Develop a free insurance school so that people can make informed decisions.
• The consumer's voice. Summarise recurring problems and propose improvements to insurance practice and legislation.

Our principles

Honesty

We tell it like it is: we do not overstate what insurance can do, we do not promise payouts and we do not guarantee the outcome of a dispute. If a question is beyond our remit, we say so directly and point you to the right place.

Independence

The association does not sell policies and does not take commissions. A place in a rating cannot be bought, and a review cannot be removed for money. The same rules apply to every market participant.

Clarity

We write for people, not for professionals. Every explanation should make sense to someone dealing with insurance for the first time.

Confidentiality

Consumers' requests and documents are available only to the staff assigned to them. We do not pass them on to anyone without the applicant's separate consent.

Respect for the consumer

Every request is a real person's situation. We do not judge people by the size of their policy, and we give every question the same careful attention.

Balance of interests

We are on the consumer's side, but we believe the market works best when insurers and clients deal with each other honestly. That is why we support dialogue and the resolution of disagreements before they reach court.

How we measure our work

We do not measure success with impressive-sounding numbers. What matters to us is this:

• whether people find an answer to their question on the website, and understand it;
• how current and complete the information in the registry is;
• whether applicants receive a substantive reply and a clear plan of action;
• how consistent and transparent the moderation of reviews is;
• whether market participants change their practices after problems have been identified.

We will publish performance indicators only when they have a clear definition, a period and a sufficient sample.