Елена Самтынова
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В этом году Банк России намерен1 ввести рэнкинг страховых компаний по оценке качества работы с клиентами в зависимости от уровня обоснованных жалоб, сообщает пресс-служба регулятора. Данные будут публиковаться ежеквартально. Подлежат учету жалобы из расчета на тысячу заключенных договоров по имущественному страхованию или застрахованных лиц по личному страхованию. Показателем обоснованности жалоб является подтвержденный факт нарушения прав потребителя. В рэнкинг войдут все страховые организации, кроме страховщиков, осуществляющих только страхование жизни, а также компаний, у которых менее 20 тыс. клиентов.
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По словам первого заместителя Председателя Банка России Сергея Швецова, рэнкинг будет иллюстрировать качество взаимодействия страховой организации с клиентами и может стать ориентиром для оценки удовлетворенности потребителей. Кроме того, он может быть полезным сигналом для самих страховщиков по совершенствованию своих процедур в работе с клиентами.
Регулятор обращает внимание на полную прозрачность процесса. Страховщиков не позднее чем за три месяца проинформируют о дате публикации рэнкинга и методологии расчета показателей. Каждый страховщик будет уведомлен о рассчитанном показателе до публикации рэнкинга и сможет предварительно его обсудить с регулятором. О методологии рэнкинга подробнее будет сообщено при его публикации на сайте Банка России.
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1 С информацией Банка России можно ознакомиться на официальном сайте регулятора (https://www.cbr.ru/press/event/?id=7976).
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