Mexico's National Commission for the Protection and Defense of Users of Financial Services (CONDUSEF) published the fourth quarter 2025 results of the User Service Performance Index (IDATU) for insurance and health insurance institutions, showing a sector score of 9.27 out of 10, up 0.17 points from the prior quarter. The index is intended to provide transparency on how institutions handle and resolve customer complaints. IDATU assesses factors including timeliness of service, quality of responses, and actions taken by institutions to improve processes, with a focus on equitable treatment of users, particularly vulnerable groups such as older adults. The highest-scoring institutions were Zurich Vida, Seguros Azteca, Prevem Seguros, BBVA Seguros Salud México, Axa Salud and Quálitas Salud (all 10 points), followed by BBVA Seguros México (9.96), Metlife Más (9.95), Aseguradora Patrimonial Vida (9.91) and Seguros Centauro, Salud Especializada (9.40). The lowest scores were Plan Seguro (7.93), Umbrella Compañía de Seguros (7.61), SPT, Sociedad Mutualista de Seguros (7.58), Thona Seguros (7.58) and Assurant Vida México (7.33).
CONDUSEF 2026-04-13
Mexico's National Commission for the Protection and Defense of Users of Financial Services publishes Q4 2025 IDATU results for insurers and health insurers
Mexico's National Commission for the Protection and Defense of Users of Financial Services published fourth quarter 2025 results of the User Service Performance Index for insurance and health insurance institutions, with a sector score of 9.27 out of 10, up 0.17 points from the prior quarter. The index evaluates timeliness, quality of responses and process improvements in handling complaints, focusing on equitable treatment of users, particularly vulnerable groups such as older adults, and highlights wide dispersion in scores.