The Croatian Financial Services Supervisory Agency (Hanfa) published its fifth annual report on financial services users’ complaints, detailing the 214 complaints received in 2024, a record high since 2016. The report positions complaints as an input into monitoring consumer protection and initiating supervisory activity, and highlights recurring issues in insurance and a rise in reports of online fraud and suspicious investment offers. Insurance accounted for 56% of complaints, mainly about compulsory motor vehicle liability and comprehensive vehicle insurance, including claim validity, compensation amounts and claims handling procedures. A further 24% related to entities outside Hanfa’s competence, while 11% concerned the capital market and 3% the leasing market. Based on the complaints, Hanfa identified shortcomings in supervised entities’ conduct in 41 cases, most often in the insurance segment, and reflected these findings in its supervisory activities and recommendations; the publication also summarises related public warnings, educational materials and consumer-focused normative changes.

Original source View in tracker