The Dutch Authority for the Financial Markets published results from its annual data collection on consumer complaints reported by insurers, showing a 6% decline in 2024 to around 125,000 complaints. The decrease was recorded across the Life, Health and Non-life segments, continuing a gradual downward trend since 2022, although complaint handling times increased. A total of 173 insurance providers reported complaints, down from about 133,000 in 2023. Segment-level declines were 7.4% in Life, 6.1% in Health and 5.2% in Non-life, with health insurance complaints remaining the largest group. In non-life, complaints fell again across almost all product groups, with the steepest declines in fire and business insurance and other non-life, while legal expenses insurance saw an increase; new categories included gadget insurance with 1,550 complaints and business cyber risk insurance with three complaints. The AFM will analyse the quantitative dataset as input to its risk-based, data-driven supervision and plans to follow up on notable trends, including discussions with individual insurers. Aggregated data are also shared with the European Insurance and Occupational Pensions Authority for its annual Consumer Trends Report.
Dutch Authority for the Financial Markets 2025-09-22
Dutch Authority for the Financial Markets reports 6% fall in insurers’ consumer complaints to about 125,000 in 2024
The Dutch Authority for the Financial Markets reported a 6% decline in consumer complaints to about 125,000 in 2024, with decreases across Life, Health, and Non-life insurance segments. Despite the decline, complaint handling times increased, and health insurance complaints remained the largest category. The AFM will use the data for risk-based supervision and share findings with the European Insurance and Occupational Pensions Authority.