As every year, the Insurance Ombudsman publishes its annual report, providing an overview of the requests received and the trends observed in the sector. In 2024, more than 8,000 consumers sought its intervention, highlighting ongoing challenges in the dialogue between policyholders and insurance providers.
Despite some progress, understanding insurance contracts remains limited. Technical language, complex documents, and long processing times are among the main causes of dissatisfaction. Once again, the Ombudsman stresses the importance of enhanced financial education from school age as a vital condition for restoring balanced communication between parties.
This report offers an overview of interventions carried out in 2024, the most frequent issues encountered, and the recommendations made to improve consumer service and strengthen transparency within the sector.
Evolution and outcome of requests
In 2024, the Ombudsman received 8,331 requests—a figure that appears stable but is influenced by the absence of cases related to SFAM (present in 2023). Auto and assistance insurance saw the highest increase. A resolution was found in 57% of the cases.
Processing times and accessibility
Delays and accessibility issues accounted for 29% of complaints, peaking at 35% in auto insurance. Key issues included registration certificates, claims attestations, and difficulty reaching insurers.
Information and financial education: a challenge for the sector
The sector’s complex jargon hinders understanding. The Ombudsman recommends financial education from school age and the use of plain language, supported by simpler visual presentation of documents.
Datassur: registration in the RSR file
Complaints related to the RSR file increased by 28%. Differences in handling were observed. Datassur reminded its members of the registration rules to improve harmonization.
Insurance intermediaries: the importance of a complete client file
Intermediaries play a central role. They must maintain a detailed client file and clarify coverage and their role in the event of a claim to prevent misunderstandings.
Fire insurance: water damage coverage overflows a little
There has been a rise in complaints related to:
- The amount of intervention (e.g. unavailable service providers or multiple deductibles)
- The extent of the damage (aesthetic vs. compensable damages)
- Poor communication between insurers, experts, and policyholders
Health insurance: With a strained medical sector, are insurer timeframes still realistic?
Two major difficulties:
- Waiting times for medical advisor appointments
- Care delays that often exceed pre/post-hospitalization coverage periods
Life insurance: The paryka law, ten years later
Many complaints concern surcharges near the 75% threshold, which determines the competence of the Monitoring Office. The Ombudsman suggests considering lowering this threshold for better support.
Pet insurance: When Mirza is sick, is the insurer there?
- Vague exclusions, especially for pre-existing conditions
- Breed-based exclusions
- The dominant role of the company’s veterinarian, with no clear appeal procedure.
Ombudsman’s recommandation: adapting insurance to the increase in retirement age
The legal retirement age impacts certain types of coverage. The Ombudsman proposes:
- Better information for policyholders
- Development of solutions covering extended periods
- Involvement of public authorities in funding, to avoid premium increases.