Insurers received more than 32,000 complaints in 2021; 10 companies concentrate the claims

During 2021, 32,323 claims against insurers were reported to the National Commission for the Protection and Defense of Users of Financial Services (Condusef), being nine insurance companies of the 112 companies of this type that operate in the country, which accounted for 72% of the claims made before this supervisory body.

Qualitas, GNP, MetLife Mexico, Axa Insurance, Chub, Banorte Insurance, Zurich Santander, Mapfre, BBVA Insurance and Citibanamex Insuranceare the insurers that concentrated most of the disagreements.

According to the behavior report of insurers as of December 2021, the main causes for which claims were filed were: refusal to pay compensation with 22%, non-conformity with the time for the repair of the affected asset 16% , and disagreement with the amount of compensation 11 percent.

“Considering the most relevant insurers, in 2021 Mexico City presented the highest number of claims with 5,528, equivalent to 24%, followed by Jalisco with 6% equivalent to 1,398 claims,” ​​the Commission reported.

The most requested products were auto insurance with 44% participation, individual life with 34%, and major medical expenses with 7%. In turn, the highest percentages of favorable resolution by product were: 32% in individual life, 17% in personal accidents and 16% for group life.

During the mentioned period, the insurance companies where the highest resolutions in favor of users were reported were MetLife Mexico with 38%, Citibanamex Insurance with 35% and Zurich Santander with 27 percent.

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