Portugal's Insurance and Pension Funds Supervisory Authority (ASF) has published its complaints management report for the first half of 2026, showing increases in complaints to both supervised firms and the regulator. Insurers and pension fund managers received 15,600 complaints, up 45% from the same period in 2025, while complaints submitted to ASF rose 136% to 2,901. Claims arising from the series of storms in early 2026, particularly Storm Kristin, contributed substantially to the increase. Nonlife insurance accounted for 93% of complaints submitted to firms. Complaints concerning fire and other damage insurance increased 151% to 4,618, representing about 30% of the total. Claims issues accounted for 68% of insurance complaints closed by firms, compared with 57% a year earlier. Across insurers and pension fund managers, 34% of closed complaints ended favorably for complainants. Firms' average response time was 12 business days, below the regulatory limit of 20 business days. Claims issues also dominated the 1,412 complaints that ASF substantively assessed and closed, accounting for 77% of those cases. Complaints about delays in claims settlement increased 146% from the first half of 2025, while those concerning settlement information or a lack of response rose 113%. About 23% of substantively assessed complaints ended favorably for complainants. In 104 cases, representing 7.4% of all substantively assessed and closed complaints, firms' unfavorable responses lacked legal or contractual justification.

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