The insurance sector, according to Indecopi figures, reports a total of 4,518 claims concluded between 2022 and September of this year. The most common violations are lack of suitability, refusal to comply with coverage, coercive business methods, and failure to respond to a claim request.
In this sense, one of the most serious complaints is for non-compliance with credit insurance, which covers the payment of the debt in the event of death or total and permanent disability. Total 347 complaints are registered, of which only 136 have been in favor of the userwhile 224 have ended up agreeing with the company or declared unfounded (73). Likewise, the number of complaints reaches 126.
Mapfre Perú Vida is the insurer that has accumulated the most resolutions of this type from 2019 to date, with 38 complaints about credit life insurance. They follow him Rímac Insurance with 22, Pacífico Seguros with 15, Interseguros with 17 and La Positiva with 8.
According to Enrique Díaz, former deputy superintendent of the SBS, insurers are increasingly placing more exception clauses for users. He also highlights that it is much easier for these companies to undertake a complaints process, since they have a legal apparatus and personnel designed for this purpose.
“First, it is difficult for the user to have their complaint recognized., then his money and in the end he is not sure of achieving it. The terrain is unbalanced, the way to correct it is for financial entities to provide better information and think about the clients and not the insurance company,” he indicated in dialogue with La República.
Uncertainty
One case is that of Erick Bazán, who is awaiting a final resolution from Indecopi. After the death of his mother, Mapfre He refused to activate the corresponding credit relief insurance included in the contract that his mother signed with Caja Piura in Chiclayo. This is despite the fact that her mother’s death was due to cancer, a condition unrelated to the responses on the form she signed while she was alive four years ago.
In the first instance, they declared his complaint unfounded, so he filed an appeal, attaching the analysis of a specialized expert, who certified death due to unforeseeable causes and unrelated to previous conditions.
Despite two years of judgmentstill waiting for them to consider his evidence.
Orders to activate user deduction
Recently, Indecopi ordered the company Protecta SA to activate the tax relief in favor of the wife of a member who died from COVID-19 in 2021.
The resolution highlights that the insurer denied coverage without justification. Likewise, the company must pay a fine exceeding S/50,000 for violating the Consumer Protection and Defense Code.
Source: Larepublica
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