Angola's Insurance Regulation and Supervision Agency reports fewer insurance and pension fund complaints and flags information failures and claims delays

Angola's Insurance Regulation and Supervision Agency (ARSEG) presented the main findings of its semi-annual report on complaints handling across supervised insurers and pension fund managers, reporting an overall reduction in complaints. The report identifies breaches of information and communication duties and delays in claims settlement as the most common sources of customer complaints, while noting that higher complaint volumes can also reflect greater consumer awareness of complaint mechanisms. Complaints were reported by 21 insurers and five pension fund management entities, although only four pension fund managers provided information on their complaints management and handling processes. The insurance sector accounted for 56% of recorded complaints. Compared with the same period, complaints handled with ARSEG intervention fell by 13%, while complaints reported directly to the regulator declined by around 2%, with the reduction linked in part to recently adopted regulatory measures including ARSEG Regulatory Standard No. 3/25 on complaints management and handling, which entered into force on 8 May 2025. Global Seguros and Nossa Seguros recorded the highest number of complaints, with Nossa Seguros closing around 95% of complaints received, while ENSA Seguros de Angola and Global Seguros registered the most cases involving ARSEG intervention. ARSEG also highlighted the work of its Market Conduct Supervision and Complaints Management Department, created around two years ago, which has intensified supervisory actions and engagement with supervised entities to accelerate claims resolution and support consumer protection. The complaints management reports are published on a semi-annual basis.