Portugal's Insurance and Pension Funds Supervisory Authority (ASF) has published its complaints management report for the second half of 2025. It shows that complaints lodged with insurers and pension fund management companies fell 13% from the same period a year earlier to 11,395, while completed market complaints fell 16% to 11,453. By contrast, complaints filed directly with ASF rose to 1,693, up 37% from the first half of 2025 and 48% from the revised level for the second half of 2024, although cases concluded by ASF with effective matters analyzed fell 24% to 694. Non-life insurance remained the main source of complaints both in the market and at ASF, accounting for 93% of complaints sent to firms and 73% of complaints filed with ASF, with motor insurance the largest segment in both channels. Claim-related issues remained the main driver, representing 58% of complaints concluded by firms across non-life and life business and 71% of ASF cases with effective matters analyzed. Firms answered complaints in an average of 12 working days, below the 20 working day legal limit, and 35% of market-handled cases ended in the complainant's favour. For ASF-concluded cases, 24% had a favourable outcome, 76% were unfavourable, and 47 cases, or 7% of concluded cases, involved an unfavourable response without legal or contractual justification. ASF also revised the second-half 2024 direct complaint figures for comparability after a November 2024 reclassification of summarily dismissed cases, and complaints submitted through its Consumer Portal more than doubled to 1,294.
Portuguese Insurance Regulator (ASF)2026-06-03
Portugal's Insurance and Pension Funds Supervisory Authority publishes second half 2025 complaints report showing a 13 percent fall in complaints to firms and a 48 percent rise in complaints filed with ASF
Portugal's Insurance and Pension Funds Supervisory Authority (ASF) published its complaints management report for the second half of 2025, reporting a 13% decline in complaints to insurers and pension fund managers to 11,395 and a 16% decline in completed market complaints to 11,453, while direct complaints to ASF rose 48% year-on-year to 1,693. Non-life insurance, particularly motor, remained the main source of complaints, with claim-related issues dominant. Firms responded within an average of 12 working days, below the 20-day legal limit. ASF noted that 35% of market-handled and 24% of ASF-concluded cases ended in the complainant’s favour, and that complaints via its Consumer Portal more than doubled to 1,294.