Financial Ombudsman
Information on the right of consumers of financial services to send an appeal to the financial ombudsman
A new pre-trial procedure for settling disputes between consumers and insurance companies has been in effect since June 1, 2019.
If an insurance company refuses to satisfy the consumer's demands, the consumer must contact the financial ombudsman to resolve the dispute before going to court.
This procedure applies to disputes with insurance companies under OSAGO, CASCO and DSAGO contracts starting from June 1, 2019, and for other types of insurance (except for compulsory medical insurance) - from November 28, 2019.
The position of the financial ombudsman was established by Federal Law No. 123-FZ of June 4, 2018 "On the Commissioner for the Rights of Consumers of Financial Services" (hereinafter referred to as the Law).
The financial ombudsman considers the property claims of the consumer, the amount of which does not exceed 500,000 rubles, under compulsory motor third-party liability insurance contracts - without limitation of the amount.
A consumer's appeal to the financial ombudsman can be sent electronically through the personal account on the official website of the financial ombudsman or on the State Services portal, or on paper.
The financial ombudsman accepts and considers consumer appeals free of charge.
Before sending an appeal to the financial ombudsman, the consumer must submit an application to restore the violated right to the insurance organization. This claim procedure is established by the Law and is mandatory for consumers.
Detailed information on the procedure for sending an appeal to the financial ombudsman can be found on the official website of the financial ombudsman (www.finombudsman.ru).
Telephone number of the financial ombudsman's support service: 8 (800) 200-00-10 (free call within Russia).
Location of the financial ombudsman's support service: 119017, Moscow, Staromonetny per., Building 3.
Postal address of the financial ombudsman's support service: 119017, Moscow, Staromonetny per., Building 3, recipient ANO "SODFU".
