Committee for the Protection of Insurance Consumers' Rights

The Committee for the Protection of Insurance Consumers' Rights is a standing body of the Association of Insurance Consumers. It handles complaints from individuals and businesses about disputes arising when insurance contracts are concluded and performed, and helps them build a position for negotiations with the insurer. Any consumer can apply: no membership or registration is required, and the review is free of charge.

Tasks of the committee

• Reviewing complaints about refused claims, reduced payouts, delays, imposed insurance and problems when terminating a contract.
• Legal and expert analysis of policy terms and claim documents.
• Reasoned recommendations: strengths and weaknesses of the applicant's position, required documents, next steps.
• Help with drafting a claim letter and with pre-trial negotiations with the insurer or intermediary.
• Explaining further options if the dispute is not settled directly: insurance ombudsman, regulator, mediation, court.
• Identifying systemic market problems and preparing proposals for the Board.

Goals of the committee

The committee wants consumers to understand their rights and be able to defend them without unnecessary cost and time. Its goal is that disputes with insurers are resolved on the merits of the contract and the law, and that recurring violations become visible to the market and the regulator.

Regulation on the committee

The committee works under its Regulation. Key provisions:

• the committee acts under the legislation of the Republic of Kazakhstan, the Association's charter and internal documents;
• the chair is appointed by the Board; members are lawyers and insurance specialists;
• complaints are reviewed in order of receipt, and the applicant is informed of the result in writing;
• a member connected with a party to the dispute does not take part in the review.

The full text of the Regulation is attached below as a PDF.

Structure of the committee

• Chair — organises the work, assigns complaints and represents the committee before the Board.
• Members — lawyers and experts in types of insurance.
• Secretary — registers complaints, keeps minutes and tracks deadlines.

Reporting

The committee reports to the Association's Board on its work and submits systemic issues and proposals for changing market practice.

Role of the committee

For a consumer, the committee is the first professional help when an insurer does not pay or pays less. Its recommendations are not binding and do not guarantee a payout, but they give a clear assessment and a course of action. You can apply through the “Get help” form.