AlfaStrakhovanie is widely represented in all regions of Russia, where you can get the full range of services for individuals and organizations. More than 270 offices of AlfaStrakhovanie offer over 100 options for insurance programs for all occasions, including health protection, life, civil liability, property.
Thanks to a well-established interaction scheme, more than 23 million customers were able to quickly resolve any issues related to insurance coverage. Finding the nearest office of the company is quite simple - on the official website of the insurer there is a section with a list of existing branches, you just need to select the city where the client lives.
Sometimes the help of the insurer is required immediately. In this case, there are several options for prompt communication with the company - through the website, by phone or by message to email.
The most convenient form of communication with AlfaStrakhovanie is a call to a hotline that receives citizens' appeals around the clock. By dialing a number:
In addition to the general federal number, customers who have taken out personal insurance can dial a toll-free contact center number:
In the upper right corner on the company's website, the number of a single support service is indicated, which is free of charge throughout Russia, however, an additional number is valid for the capital region:
If there is access to the Internet, the client can ask any question of interest on each of the company's products by contacting the "Ask a Question" section on the website.
The rubric allows you to send a question to a company specialist online using a ready-made form. If you wish, you can try to find an answer on a topic of interest by entering a formulated question into the search box of the section.
If the topic is of an individual nature and requires the study of specific circumstances, the request is sent to the support service using the online form. To receive a response from a specialist, indicate the following data:
For prompt communication with the client, it is necessary to enter contact information about the person (his name and surname), city of address and e-mail address. To send a prepared request, mark the consent to the processing of personal data and enter the captcha. The answer will come to the mailbox specified in the request.
Since most of the general inquiries are related to the general topics of applying for a policy and its use for payments, you can get an explanation of the main topics in the Questions and Answers section on the insurer's page.
As when sending an online request, the system will offer to find the topic of interest by entering a search phrase, or use the subsections that explain the details of insurance for various programs:
To control the quality of the provision of insurance services, the company provided the opportunity to send online requests to the service department. By clicking on the link:, it is enough to fill out a standardized form in which the company's clients state questions, make comments, and express complaints about the quality of the insurer's work.
Appeals received through the feedback form are considered in as soon as possible, and the result is reported in any way convenient for the insured - by phone or by mail.
To file a complaint or wish in a special window for entering a text message, the system will first ask you to provide the following data:
To contact the contacted person, indicate the e-mail (required) and phone number (optional).
The advantage of this method of treatment is the ability to attach files if the situation requires the transfer of additional documents for the proceedings. After marking the consent to the processing of data, the appeal will be transferred to the specialists of the insurer.
Sometimes a short message input field is not enough to describe the situation in detail. On the official page of the company there is a link to send a full letter with the necessary files attached. It is enough to click on the transition and issue a message via e-mail, or use the direct address of AlfaStrakhovanie, [email protected]
, which receives all mail and correspondence.
Among other things, the insured has access to the online service of the Personal Account, where you can get complete information about the conditions of cooperation, consider the details of insurance in various categories. For a direct transition, use the link: .
Any customer request will not go unanswered. The AlfaStrakhovaniya hotline receives comprehensive information upon request regarding the company's insurance services. The duties of the contact center specialists include:
A free single number of the contact center will help you get prompt information assistance in case of emergency.
Specialists who receive calls and letters from potential and existing clients are qualified to give full explanations about the insurance scheme, the nuances of registration, and the procedure for insured events.
According to customer reviews, operators work politely and correctly. It is in the interests of the company to receive a prompt response from customers, fixing the claims and wishes of citizens.
The client can apply for any questions related to the insurance of motorists, property, travelers.
The authority of employees includes the regulation of problems with fines and reimbursement payments. In addition to information support, specialists receive explanations, and in the event of insured event call the emergency service.
If they wish to take out insurance, future policyholders receive recommendations on how to issue a product through the hotline and specify places where policies can be issued, etc.
According to customers, Alfastrakhovanie's hot service employees provide competent answers to questions that arise in the process of servicing under the policy. However, information requiring individual consideration is recommended to be resolved in the office or using electronic means of communication.
Insurance company services are a necessary part modern life. However, there are situations when she does not fulfill her duties in good faith. In such situations, it is extremely important to know where to turn in order to hold the insurer liable.
Any interested person has the right to file a complaint with insurance company when it fails to fulfill its obligations.
In practice, the insured faces the following violations:
This list is indicative. In fact, many customers also face other violations that insurance organizations allow.
The main claims against insurance companies associated with this type of policy:
If the client's rights have been violated, then he should file a claim with the company's management. In most cases, this is due to the negligence of the employees of the organization, and not because of its internal policy. Most often, it is at this stage that all violations are corrected.
If within 10-14 days the client does not receive a response from the insurer or the problem has not been resolved, he needs to contact the supervisory authorities with a claim on the organization. There is no single governing body. That is why you should choose the addressee based on the problem.
If the violations relate to the financial side (reduction of payment, refusal of insurance compensation), you must immediately go to court. Before this action, it is recommended to prepare confirmations of your position. It is desirable to do independent evaluation damage to the vehicle, collect copies of letters to the insurance company, and so on.
You should find an experienced lawyer who specializes specifically in litigation with OSAGO insurers. Not every lawyer will take such a case.
Depending on the violation of the UK, a citizen has the right to file a claim with the relevant institutions. Moreover, you can complain at once to several authorities authorized to accept the relevant complaints.
The division is engaged financial activities insurance organization. According to the decree of the President of Russia dated July 25, 2013 No. 645, it was this structure that took over the powers of the abolished FFMS.
The Central Bank of the Russian Federation has the following powers:
The Central Bank is obliged to consider the complaint no later than 30 days from the date of its receipt and registration. However, if additional verification is required, the period may be extended up to two months.
Usually the review takes place within 10-15 days. Then the authorized official makes a decision.
Possible results issued by the Central Bank:
The Federal Antimonopoly Service monitors compliance with the law and protects free competition in the Russian market. insurance services are within the jurisdiction of the organization.
Powers of the FAS:
The Federal Antimonopoly Service considers claims within a period of less than one month. However, if the 30-day period is not enough to consider the complaint, the period may be extended by another 1 month. In this case, the citizen will receive a written notification.
Based on the results of consideration, the FAS can satisfy the client's requirement by imposing a fine on the UK. The insurer receives an order that the existing violations be eliminated.
When the FAS refuses to satisfy the complaint, the citizen has the right to apply to the court with a claim already for this service. However, in this case, the chances of a positive decision are extremely low.
The Union of Motor Insurers - is a non-profit association of all insurance companies that provide services for the "car insurance". The competence of the organization includes cases related to the incorrect use of KBM.
In the case of PCA, the one-month rule also applies. During this time, the organization is obliged to consider the citizen's appeal. The term is regulated by the Rules for the Protection of the Rights of Policyholders and Victims, approved by the Presidium of the RAMI in 2004.
When a thorough check is required or additional documentation is needed, the period may be extended. In the latter case, it lasts as long as necessary to obtain these papers.
The RSA may decide:
Citizen applying to insurance organization OSAGO is a consumer of its services. It turns out that the actions of the insurer must comply with the requirements of the legislation of the Russian Federation "On the protection of consumer rights." In case of refusal of services or violations by the IC, Rospotrebnadzor must take appropriate measures.
OSAGO is a public contract. Its conditions must be the same for all clients who have applied to the insurer.
The organization is obliged to consider the received complaints within 3 days from the date of receipt of the letter with a claim. Within 1 month, Rospotrebnadzor is obliged to consider the complaint. The organization has the right to extend the period up to 2 months. In this case, the citizen will receive a written notice.
If Rospotrebnadzor reveals violations of the Legislation, it issues an order to the UK in which it requires them to be eliminated. In case of an unfounded claim or if the organization is incompetent in a particular issue, the client receives an official decision with a refusal.
it supervisory authority The Russian Federation, which monitors compliance with laws. The powers of the prosecutor's office are to supervise:
Employees of the structure have the right to control the activities of not only state, but also commercial institutions, including insurance companies.
In accordance with the order of the General Prosecutor's Office of Russia dated January 30, 2013 No. 45, the state structure must consider the claim within 15 days if there is no need for additional verification and 30 days if there is one. The period starts from the date of receipt and registration of the complaint by the prosecutor's office.
The organization has the right to extend the period for another 1 month. Further, an additional extension is possible only by the Prosecutor General.
Decisions that the Prosecutor's Office can take:
In case of unfounded complaints, a written refusal is sent to the applicant.
This is the last resort where a citizen has the right to apply in case of problems with the OSAGO insurer. It is recommended to apply to the court in such situations:
Based on the results of the consideration, the court will satisfy the claim or refuse it. He can achieve a compulsory agreement in case of an unreasonable refusal of the insurer, recover losses caused to a citizen. A lawsuit is the last chance to restore justice and bring an unscrupulous IC to justice.
Often claims are considered and satisfied at the local level. In the absence of a response within two weeks, the clients of the insurance company have the right to apply to higher authorities.
Depending on the type of claim, a citizen can file a complaint with the Central Bank of the Russian Federation, the FAS, Rospotrebnadzor or the RSA. When human rights are violated, he must file a complaint with the prosecutor's office for verification.
If the applicant does not agree with the actions of any of these institutions or they gave a negative answer, he can file a complaint with the court. When the latter refuses to satisfy the claim, the client of the insurance company has the right to appeal the act to a higher authority up to Supreme Court RF.
In some cases, the policyholder has to deal with an unscrupulous insurance company that does not properly do its job. In these cases, he has the right to complain about it to the authorities: the Central Bank, the RSA, Rospotrebnadzor, the Federal Antimonopoly Service, the prosecutor's office and the court. When filing a claim, these structures will conduct an audit, based on the results of which they will make a decision: to satisfy the complaint or refuse.
From July 1 throughout Russia in the system of compulsory health insurance(CHI) will earn insurance representatives, said the President of the Interregional Union of Medical Insurers (MSMS) Dmitry Kuznetsov. These are call centers with specialists in the protection of the rights of the insured and expert doctors who will have to help people quickly solve problems associated with treatment under compulsory medical insurance.
The main goal is to build a unified system of relationships between insurers and CHI clients and convey to people that the easiest way to solve problems is to contact the insurance company, and not write a complaint to the Ministry of Health, the Federal Compulsory Medical Insurance Fund (FFOMS) or another department.
“If the questions relate to the lack of medical personnel, the lack of the necessary diagnostic equipment in a medical organization, the provision of subsidized medicines, this is the competence of the healthcare authorities. Here it is better to contact the head physician of the medical institution or Roszdravnadzor, - Interfax quotes Kuznetsov. “But if the questions are related to the organization of the provision of medical services, their timeliness and proper quality, consultation of the compulsory medical insurance insurer, insurance representative will help.”
Call centers are created on the basis of the territorial funds of the FFOMS, it follows from his words. All specialists of the new information center will be divided into three levels depending on their competencies and the complexity of the problems being solved. Employees of first-level call centers will answer typical questions: where to get a policy, how to attach to a polyclinic, how it works. Specialists in the protection of the rights of the insured will advise on how to resist the imposition paid services, will talk about other rights of citizens under compulsory medical insurance, as well as help solve problems, for example, with hospitalization. For quality issues medical care, the adequacy of recommendations for obtaining medical services will be consulted by an expert doctor, Kuznetsov points out.
Much of what is being introduced is already working in large federal insurance companies, he admits, and now it will appear throughout Russia in a single format. At different companies there were advantages in solving some issues in a particular territory, the creation of this system is an attempt to combine all the positive experience, he says.
On June 7, the government submitted to the State Duma a bill on the introduction of fines for violations of patients' rights. For individuals, they amount to 15,000–20,000 rubles, for legal entities - up to 300,000 rubles. Penalties will be applied, among other things, for failure to provide the patient with information about his rights.
In addition, call center specialists will have a new function - to remind them of the need to undergo a preventive examination. An adult is supposed to take it every three years, Kuznetsov continues. The Ministry of Health expects that the introduction of this system of reminders will help increase the number of people undergoing medical examinations in a timely manner, one of the major insurers, who is present at meetings with representatives of the department, admits.
Insurers are ready for innovation. Alfastrakhovanie-OMS has already trained specialists at all levels to start full-fledged work from July 1, says Yegor Safrygin, director of the Medicine department: “People often do not know what is included in the basic compulsory medical insurance program, where is the line between paid and free. Experts will be able to advise, give the necessary instructions. Ingosstrakh-M also announced its readiness for work.
A significant part of the work of call center employees will consist precisely in increasing the interest of citizens in undergoing medical examinations, says Lyudmila Romanenko, adviser to the general director of Sogaz-med. They will also track people's satisfaction with the quality of medical care, its timeliness, find out the reasons for refusals to hospitalize, she lists.
With the consent of clients, especially those with chronic diseases, insurance representatives will even remind you of the need for dispensary observation in order to rule out relapses, she says. Lists of people will be provided by medical institutions.
In countries with a healthcare insurance model, citizens turn to the insurer with emerging questions, says Nina Galanicheva, CEO of Rosno-MS (part of Allianz). But this form of insurance representatives, according to her, is a unique experience for Russia. This is a movement towards the formation of a patient-centered model, she points out. One of the main tasks new system she considers the provision of assistance to the insured in obtaining free medical care.
The representative of the Ministry of Health did not answer the questions of Vedomosti.
