In France there is a middle ground between putting up with a claim rejection and calling in the lawyers – there is a dedicated insurance mediation service. Featuring an ombudsman, the service is designed to help policyholders who have a problem with their insurer or intermediary. And this year, policyholders have been flocking to it. Figures released yesterday show that in 2016 the service received 14,803 referrals – a figure that is 53% up on 2015’s numbers.
The majority of mediated referrals were for property and liability insurance (56%), mainly for automotive and housing issues. In life and health insurance 23% of disputes related to life insurance contracts.
Only 28% of the opinions given by the Ombudsman were favorable or partially favorable to the claimant, similar numbers to those in 2015. 99% of the opinions delivered in 2016 were followed by the parties.
The current ombudsman, Philippe Baillot, was appointed by the President of the Financial Sector Advisory Committee, the President of the National Consumer Institute and the President of the French Insurance Association.
“We often intervene for small disputes, the issue of which would not justify a lengthy and costly legal procedure ,” explains Baillot, “but we are increasingly solicited for very significant disputes, which will be brought before the courts.”
To use the mediation service, the insured must have attempted to resolve their dispute directly with their insurer and have received a definitive rejection. In addition, no legal action should have been started.
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