Mexico's National Commission for the Protection and Defense of Users of Financial Services publishes third-quarter 2025 IDATU complaint-handling scores for insurers

Mexico's National Commission for the Protection and Defense of Users of Financial Services (CONDUSEF) published the third-quarter 2025 results of its User Service Performance Index (IDATU) for insurance institutions and health insurance institutions, based on complaints concluded at the authority. The sector IDATU was 9.1 out of 10, representing a decline of 0.2 and 0.3 points respectively compared with the second quarter of 2025. IDATU assesses the quality of institutions’ handling of cases brought before CONDUSEF, including response times, the manner in which claims are addressed, and improvement actions aimed at ensuring substantive equality in the provision of financial products and services for vulnerable groups such as older adults. The highest-scoring institutions included Atradius Seguros de Crédito and Seguros Azteca (10.0 each), Chubb Fianzas Monterrey (9.95), BBVA Seguros Salud México (9.95), BBVA Seguros México (9.94), Seguros Azteca Daños (9.88), HDI Global Seguros (9.86) and Quálitas Salud (9.72). The lowest scores were recorded by Seguros Sura (5.68), Seguros Ve Por Más (6.02), Plan Seguro (7.04), Zurich Aseguradora Mexicana (7.48), Cardif México Seguros Generales (7.62) and HSBC Seguros (7.91). CONDUSEF positioned the index as a transparency tool for users to consult institutions’ performance before contracting and to exercise their rights when they consider service has been inadequate.