The Portuguese Insurance Regulator published its semiannual Complaints Management Report for the first half of 2025, combining statistics from insurers and pension fund managers’ own complaint handling with complaints lodged directly with the regulator (RASF). The figures show fewer complaints handled by supervised entities year on year, but more complaints submitted to ASF, with claims-related issues remaining the dominant driver. Supervised entities received 10,773 complaints (down 16% versus the first half of 2024) and concluded 10,839 cases. Non-life insurance accounted for 9,834 complaints (91%), led by motor (3,396), fire and other damages (1,839), health (1,559) and assistance (1,266); life business represented 563 complaints (5%, down 35%) and pension funds 184 (1.7%). In concluded insurance complaints, “Sinistro” represented 57% of matters and “Conteúdo / Vigência do Contrato” 23%; 34% of operator responses were favourable to the complainant and the average response time was 11 business days, below the 20-business-day maximum set in ASF’s conduct rules. Consumers filed 1,232 complaints with ASF (up 22%) and 1,133 processes were concluded, with the report noting that totals now include “liminar archiving” cases under a classifier introduced at the end of 2024. Of the concluded processes, 755 (67%) involved substantive analysis, while 275 (24%) were dismissed at screening and the remainder were duplicates, misdirected to the wrong operator or outside ASF’s remit; most complaints were submitted via ASF’s Consumer Portal (908, or 74%). Substantively analysed complaints were concentrated in non-life products (643, or 85%), particularly motor (320) and fire and other damages (165), and were mainly about “Sinistro” (526, or 70%); Portuguese-headquartered insurers accounted for 76% of analysed cases, followed by EU branches (10%) and insurance intermediaries (9%). Outcomes were favourable to the complainant in 28.5% of analysed cases, and 6.4% of unfavourable outcomes lacked a legal or contractual justification, with the highest incidence among intermediaries (11.3%).
Portuguese Insurance Regulator (ASF) 2025-12-04
Portuguese Insurance Regulator publishes first-half 2025 complaints report with complaints to supervised firms down 16% and complaints filed with ASF up 22%
The Portuguese Insurance Regulator (ASF) released its semiannual Complaints Management Report for H1 2025, showing a 16% decrease in complaints handled by supervised entities but a 22% increase in complaints submitted directly to ASF. Non-life insurance, particularly motor and fire-related issues, dominated complaints, with "Sinistro" being the primary concern. The report also noted that 28.5% of substantively analysed complaints were resolved in favor of the complainant.