Confinement has marked the relationship with the consumer and drawn a panorama of chiaroscuro, “Where companies have not always been up to the task.” This is stated by Enrique García, spokesman for the Organization of Consumers and Users (OCU), which points to the automobile, home and health sectors as generators of the highest volume of claims. “Also that of deaths, because the agreed benefits could not be offered.” Suspension of funerals, capacity limit and a sector that the cascade of deaths came to put above its limit. «In most policies there is a specific insured capital. If the agreement is not fulfilled, the client has the right to return a part ”.
Limited travel has opened up another battlefield this time in vehicle insurance, with many users asking for compensation, when not refunds. “In some cases Mapfre or Zurich did it,” Martín Navaz reviews, “while Mutua Madrileña decided to extend the coverage period to 14 months,” García adds.
110,000 complaints per year
Special mention should be made of health insurance, none of which included a pandemic among its clauses and which, despite not being obliged, assumed from the beginning the commitment to provide assistance for Covid. This circumstance has limited claims to discrepancies for treatments or renewals. In the case of home insurance policies – longer at home, it makes sense to think that more breakages have occurred – the complaints have remained true to the usual profile: delays in care and amounts of compensation.
Insurance is a common source of conflicts as evidenced by the 110,000 claims they generate per year. “Defective marketing, risks that are taken for granted and are not covered, a language that is not understandable to everyone, dehumanized treatment with machines that prevents talking twice to the same person … All this generates frustration and people jump.”