If the electronic insurance policy does not come. If the data do not pass the X-ray verification when issuing electronic CTP

The first step is to check the Spam folder, the letter may be there. If the letter is not there, the car owner contacts the contact center of the insurance company. You can write an e-mail, if within a day, there is no answer, you need to call the company’s office. When calling the operator, it is clarified what is the reason for the delay in writing.

Filing a complaint with the Central Bank

Appeal to the Central Bank is an effective method of pressure on an unscrupulous insurer. Supervision of insurance companies in the Russian Federation is carried out by the Central Bank. If there is reason, then the Central Bank of the Russian Federation obliges the insurance company to stop violating the rights of the insured.

In writing

Before you write a complaint, carefully read the insurance contract (if one is available). To make a timely decision on the complaint, simple recommendations are followed:

• The heading of the complaint indicates the name obtained, the name of the head and contact details of the car owner.
• In brief form, clearly in the case, not allowing emotions, a conflict situation is described. The reasons for applying to the Central Bank of the Russian Federation, the name of the unscrupulous insurance company, its details and all the data that are available are indicated.
• The actions (in this case, inaction) of the insurance company are described in detail.
• Indicate what results are expected from the Central Bank (receipt of a CTP insurance policy by mail).
• Attach documents confirming the legitimacy of the actions of the insured (copies of the policy, copies of the documents of the car owner, copies of payment data). Date and signature are put.

Online

It is permissible not only to send a written complaint to the Central Bank - you can submit a complaint on the official website of the Central Bank. There is a form on the official website, if you fill it out, it is equivalent to a written request.

The term of consideration is the same as with the sent letter. But when accessing through the site, there is no copy of the document in the hands of the car owner. Nothing confirms that complaints were sent to the Central Bank. But this way can not be neglected.

By fax

The third complaint option is to send a fax. The fax number is easy to find on the official website of the Central Bank. Reliability is the same as when contacting by email. But there are cons - there is no guarantee that the fax will be counted on the other side. And faxing does not have any evidence.

Personal appeal

Suppose a personal arrival at the reception of the Bank of Russia. But this option is valid if all the previous methods did not lead to a positive result. Another personal appeal is suitable for residents of the capital, it is not always possible to visit nonresident residents of the Central Bank from the first time not always.

If the registration of the complaint complies with the rules, its consideration does not take much time. And the legal rights of the insured are restored.

Some car owners who paid and did not receive it are immediately sent to court. Such actions are legitimate, but first it is better to turn to the Central Bank, if the situation does not change in a positive direction, then you need to go to court. Appeal to the courts involves the payment of state fees. And the appeal to the Central Bank is free for citizens.

Where else to turn?

When filing a complaint with the Central Bank, it is legal to simultaneously file complaints with other organizations. It is recommended to file a complaint with the Russian Union of Auto Insurers.

The authority of the PCA is not so significant, but the organization has the ability to influence the insurance companies.

If the insurance company sees that the car owner is taking legal measures in full, there is a high chance that she will stop violating the legal rights of the policyholder.

It is very convenient to take out insurance on the insurance company's website on the Internet - you do not need to spend time traveling to the office. However, some users face a problem when receiving an electronic policy by e-mail.

The reasons for this can be different: the system crashes, the mechanism for concluding online contracts is not well-functioning, the site administrator’s dishonest work. If the insurance policy doesn’t come to the post office, what should the policyholder do in this situation, where to turn for help.

What to do if OSAGO is not sent to the post office?

What should the car owner, who issued the insurance policy on the official website of the insurer, make a payment, but did not wait for the finished document to arrive at the e-mail specified during registration? If the policy is not sent in time, then the policyholder’s action plan will be as follows:

1. First go to your inbox and check the spam folder. Most often, letters coming from unfamiliar addresses are sent to this folder. It is also worth checking the correctness of the email address indicated during the registration procedure on the site.
2. If no letter was found among the spam, then call the insurer's company contact center number. Ask the operator to answer for what reason there was a delay in the delivery of the policy.
3. Send an e-mail with a description of the problem using the feedback form on the company's website. If no answer is received during the day, then you should contact the company office directly in person or by phone.

If the insurer is conscientious, then the policy will be issued to the driver, albeit with a delay. If company employees cannot resolve this issue and say something specific, they shy away from meeting and explaining with the client, then something is wrong.

It is worthwhile to beware when the car owner is not willing to give the insurance policy number, a series of them, they refuse to help at all. In this situation, more radical measures will have to be taken to influence the insurer in accordance with the current legislation.

Where to complain if the policy does not come

Managers of the company’s website are obligated to send the MTPL electronic policy email to the client’s mail immediately after receiving the money for payment. If this does not happen, the first thing to do is to file a complaint with the Central Bank of the Russian Federation. This organization acts as a curator and oversees all insurance companies in Russia. After considering the appeal, bank employees will force the subordinate company to fulfill its obligations to the client, for good reason.

Seeing that the client is ready to take decisive action to protect their rights, the insurance company is likely to meet the policyholder. This will help the insurer avoid punishment and maintain a license to provide services.

Electronic complaints are allowed. The form for filling is usually available on the official website of the Central Bank. You can take a screenshot of the shipment in order to have evidence that the complaint about the unlawful actions of the insurer was filed.

You can use the traditional method and make a written complaint on a piece of paper. Once again, re-read the insurance contract with the company, if it is available.

Basic rules for filing a complaint:

1. Cap: here is the name of the organization, in this case it will be the Central Bank. Then, the full name of the head of the financial institution is indicated, and below the name and contact details of the car owner.
2. The main part: the essence of the problem is clearly and briefly stated, you need to write without unnecessary emotions, only the circumstances of the conflict. The full name of the unscrupulous company, the address of the site and other available data should be indicated in the text. The inaction of employees is described in detail.
3. Request for help. Here, the author of the complaint sets out his request: to help in receiving the electronic form of the CTP insurance policy by e-mail.
4. Application documents. As a confirmation of the legitimacy of their actions, the car owner must attach to the letter a copy of the process of processing the policy, personal documents, payment receipt, payment documents.
5. At the end, you should definitely sign and date.

Additionally, you can complain to the Auto Insurers Union, which includes all Russian insurance companies. The powers of this organization are not as great as those of the Central Bank, but they can also provide assistance and support. With the help of PCA, you can try to solve the problem of car insurance peacefully. The PCA has the opportunity to influence the negligent insurers.

Do not worry too much if the e-OSAGO form is not sent to the post office. It is necessary to find out the cause of the incident, and in case of refusal of the insurance company to rectify the situation, complain to the Central Bank.



Banks.ru analyzed the reviews in the People’s Rating and identified ten basic tricks by which the insurance company avoids entering into a compulsory motor liability insurance contract. Most of them are legal, but there are absolutely absurd reasons for refusals.

Ping pong ... by customer

Mandatory car driver liability insurance, which was initially perceived as a powerful impetus for the development of the insurance market in Russia, turned 14 years later into its opposite. Out of 200 auto insurance companies, less than 60 are left, even large and more or less stable companies lease out CTP insurance portfolios. And those who remain in the market play ping-pong by insurers to protect themselves from rising losses and avoid the fate of the recent market leader.

According to the Russian Union of Insurers (RSA), in January - July 2017 the volume of accrued premiums for compulsory motor third-party liability insurance amounted to 130.242 billion rubles, decreasing by 3% compared to the same period last year, and the amount of payments for the same period increased by 27% to 112.545 billion rubles. The number of settled cases increased over the year by 62 thousand against the backdrop of a decrease in the number of accidents, according to the traffic police.

“According to the information that we receive through the traffic police, we see a good trend that the number of accidents is decreasing. However, insurers note an increase in settled cases, which is contrary to common sense. The reason we consider the activity of fraudsters in this market, who provide falsified documents on accidents, which actually did not exist. This practice is especially common when resolving cases within the framework of the European Protocol, ”said Igor Yurgens, President of the All-Russian Union of Insurers and the Russian Union of Auto Insurers.

All this suggests that the situation in the "auto-citizen" continues to worsen and is close to critical. The catastrophic situation in OSAGO is recognized not only by the insurers themselves, but also by the regulator, who, however, is also concerned about the availability of services in various regions of the country.

With the introduction of compulsory e-CTP, accessibility has become better (more than 3.9 million electronic policies have been sold). However, insurance clients or those who want to become one, unanimously complain that companies use every opportunity to reduce their market share. And not only due to unwanted customers. Former market leader - at the end of August, the Rosgosstrakh company, which came under the control of the Central Bank, managed to reduce its share in the MTPL market from 31% to 12% over the year from June 2016 to June 2017.

So, what do insurance companies do so that you do not get an insurance policy.

1. Imitation or organization of technical failures

When selling e-CTP, insurers who are required to ensure the uninterrupted operation of the service still manage to organize “technical failures”. Thus, the policyholder is transferred to another company. As a result, he can conclude an agreement with a randomly selected insurance company or even leave the site of the insurance company. The “E-Guarantor” system developed by the RSA and launched in July, when technical failures on the insurer's website conclude and pay for the MTPL agreement through the RSA website, of course, the situation with the availability of policies has improved. But complaints have already appeared about the guarantee system itself.

Sometimes it comes to the ridiculous, when the circle closes and the system redirects the person to the same site where he initially contacted. This, of course, is a clear system crash. It is interesting that the employees of offline offices of companies - according to feedback from failed customers, very often refer to a broken program. In fairness, it should be noted that with the simultaneous access to the PCA database of hundreds and thousands of customers, the system really malfunctions: it was not originally designed for such a load.

Also, many complaints of policyholders on non-passing payments, policies that do not arrive at the post office, failure to add a paid contract to the PCA database can be attributed to technical failures.

2. Unreadable captcha

In this case, there is no formal technical malfunction; the client is not throwing anywhere. With manic persistence, he tries to guess which characters to enter, refreshes the page, tries again, misses again. And so on until patience breaks. The most unexpected complaint on our portal was left by a client to whom the site issued a black captcha on a black background.

3. "Tricky" SMS password

Some insurance companies manage to send passwords to the client that cannot be entered in principle, since they contain letters in both Latin and Cyrillic letters. It’s impossible to guess where which ones are - only by typing, sorry, selection. But the time of the “life” of the password to bring this fascinating process to the end, as a rule, is not enough. A variation of this “lapel” technique is that the client simply does not receive an electronic signature confirmation code.

4. Long check of the car

Under the law, an insurance company cannot refuse to conclude a contract for compulsory motor liability insurance. But then you can make the client leave and not return. For example, carry out checks for a period of five to 30 days. This technique is practiced, for example, in relation to new customers - we all remember that without a motor insurance policy you will not be able to register a car. Therefore, it is unlikely that the car owner will wait for a specific insurer for 30 days. In the same way, insurance venture those who previously had even small accidents not even through their own fault and sued for payments.

5. "Winding up" the price tag in the office of the company

A visitor to the site of Banki.ru from Yekaterinburg did not leave a review in the “Popular Rating”, but literally a cry of the soul: the insurance company in which she has been a client since 2014, when trying to extend the insurance policy, “MTPL” “charged” 35 thousand rubles (with on the PCA website the price of insurance is 8,400 rubles), explaining that "the system thinks so." (In principle, with a certain combination of increasing coefficients, this is possible.) The client, of course, refused such a service and then for a month unsuccessfully tried to issue an electronic policy. “Though you go near the computer with tambourines, everything will be inconclusive! In offices, the price tag is increased at times. I can’t imagine what to do and how to apply for a policy! ” - wrote the reader.

6. The forms have run out

Both paper and electronic forms can really end, since the Russian Union of Auto Insurers gives insurance companies quotas (limits) for paper and electronic policies, thereby controlling the number of CTP insurance sold. This was done so that strict reporting forms do not “get lost” and do not arise later in the form of fake policies for which you will have to pay the same PCA.

Theoretically, the company may prematurely exhaust the declared quota for the sale of e-CTP policies and not notice this. Unfortunately, it is impossible to check whether this is actually the case in your case.

7. Limited time representative / recording a month in advance

This is perhaps one of the most common insurance "chips" that do not want to give up a license for mandatory insurance, but at the same time do not seek to gain a new portfolio. After repeated attempts to buy e-CTP in Rosgosstrakh, VSK, Ingosstrakh, SOGAZ, Energogarant, Geopolis, Sterkha, Alfa Insurance, the client from Magadan found the office of the company, in which the forms were , and the program worked, and the policy could be issued without recording. But it was required to appear on a weekday from 10:00 to 12:00. As the insured from Krasnodar found out, for money in the manager’s pocket you can agree on a convenient reception time for you.

It turned out that two working hours a day is a humane option. Sometimes managers of an insurance company may even be “elusive Joe” from an old joke - with the difference that there are still many who try to catch them. An insurer from Khabarovsk complains that the office “works at the request of employees” and is often closed “for technical reasons” - she never managed to find living people there. Calling the office is also almost impossible. The client ordered a call back, but no one called her back.

8. “Where did you conclude the contract, go there”

A similar "argument of Sberbank" is used by employees of insurance companies' offices when an client tries to personally extend an insurance policy or transfer from another company.

A variation on the topic may be the direction of the inspection of the car at the place of registration or just where the insurer thinks. “When I personally addressed the indicated office of the company, I received an offer to present the car for inspection already ... IN TROITSK !!! What's this?! In Troitsk a super-competent center ?! ” - the insurer from Moscow wrote in the “Popular rating” of Banks.ru. Another client, living in the Michurinsky district of Moscow (in the west), was sent to inspect Ferghana Street (the far east of the capital). But there he was not lucky.

“I stop by the office on Michurinsky. There they say to me in the most arrogant way that since yesterday a big package of orders came from the central office and now all domestic cars are insured only at the central office. But the office on Ferghana is not the central, but the usual ext. office, says the client. - They answer that who wrote SMS - gouging. I didn’t think he was writing. I’m calling the hotline. They answer that they know nothing, if the central one wrote in Ferghana, go there and go. I say that an employee of Ferghana sends to the office in Michurinsky ... They can’t answer anything. Although, if there is a decision not to conduct an inspection, then, therefore, the design should be in any office. ”

The law states that "the place of inspection of the vehicle is established by agreement of the parties." That is, you may require a survey at the place of residence. If no agreement is reached, then no inspection is carried out. This should be borne in mind if you, too, will be sent to ... Troitsk.

9. "Life" with underwriting the load

The insurer from the city of Kirzhach, Vladimir Region, specially arrived at the place of registration of the previous policy in order to extend it (see the previous paragraph). As a result, she was sent to "her" manager, who last year issued the policy, but, alas, is no longer working in this office. During a telephone conversation with “her” manager, the client found out two interesting things: she needs to arrive at another time (from another city!) And she is obliged to purchase a life insurance policy “on load”. “The manager said that if I refuse, she will not issue me a policy! Other employees said that if I draw up a policy with another manager, my policy will go on underwriting (funny !!), ”a visitor to the portal Banks.ru writes.

Most customers will probably understand that in this case, they don’t owe anything to anyone: either contact the same manager, or come back the next day, much less purchase additional services from an insurance company, or, God forbid, undergo scoring or underwriting. Since the basic tariff varies within a rather narrow corridor, it is further adjusted by several factors that cannot be interpreted in two ways. You can view the tariff corridor for your car and persons authorized to drive on the PCA website. Refuse the client, citing the fact that he is "bad", the insurance company has no right.

10. No certificate of employment

A user from the city of Seversk faced a completely unexpected problem: an insurance company specialist refused to renew the contract, demanding ... a certificate from the place of work. Thus, violating paragraph 3 of Article 15 of Federal Law No. 40-ФЗ “On Compulsory Third Party Liability Insurance of Vehicle Owners”, which indicates the list of documents provided. The complaint filed through the insurance company's website received a response from the head of the department with a recommendation to contact a branch of another city or to draw up an agreement online.

Calculator page does not load or freezes

• Refresh (reload) the page;
• Close the browser tab and try opening the page again in a new tab;
• Try opening the page in another browser (Gogle Chrome, Safari, Micrisoft Edge, Mozilla Firefox, Opera);
• Check your internet connection.

A message does not come with an authorization code

The authorization code is sent by email. Depending on the settings of your mail client, some messages may fall into the spam filter. We recommend that you check your Spam or Junk mail folders, maybe the letter with the code was there.

Security code is not entered (captcha, capcha)

The security code is created and checked for input by the system automatically. Therefore, enter the code characters carefully.

PCA verification failed

• Carefully check your personal data. Check them against the original documents. Any inaccuracy or typo leads to a failure during verification.
• All data is correct or when registering you indicated new data (for the policyholder, owner, drivers), you will need to attach copies of the relevant documents in a special form that the site will offer you during the registration process.
• Our experts will check your documents within 20 minutes (regardless of the time of day), after which you can continue filing.
• The status of the verification of your documents can be viewed in the Personal Account → section “Draft Agreements” → Status.

I can’t pay the policy

• VISA, MasterCard and Mir cards are accepted.
• Check the validity period of your card and the availability of the necessary funds.
• Contact the bank that issued the card and check if there are any restrictions on payment by the bank.

If these recommendations do not help, then take a screenshot (screenshot) and send it to us with a description of the actions you have taken to the address:. Be sure to include your name and telephone number for communication. We will study your situation and respond shortly.

After payment, the policy did not come

• Check the email address that you provided during registration (My Account → section “Insured”).
• Check the spam or junk folder in your mail client.
• There may be a delay in the delivery of the policy. Wait.

If these recommendations do not help, then send us a letter with a description of the actions you have taken to the address:. Be sure to include your name and telephone number for communication. We will study your situation and respond shortly.

Accidentally bought a policy twice

• Check for the presence of both policies in the system of the Russian Union of Auto Insurers (RSA) → Check
• If both policies are in the PCA system with the current status, then send it to us with a description of the actions you have taken to the address: We will study your situation and will respond shortly.

General issues

When does the policy take effect?

• According to paragraph 7 of the Central Bank of the Russian Federation 4190-U dated 11/14/2016, the MTPL insurance policy begins to operate no earlier than on the third day after registration.

How is the cost calculated?

What is an electronic signature (EDS)?

For registration of e-CTP, legal entities must obtain an enhanced electronic signature. This can be done in a certification center accredited by a network of trusted certification centers of the Ministry of Communications of Russia, in accordance with the requirements of Federal Law dated 06.04.2011 No. 63-ФЗ. KSKEPP must be issued to the head of the organization, either a person who has the right to act without a power of attorney on behalf of the organization according to the Unified State Register of Legal Entities, or a person who has a valid power of attorney with full authority. A prerequisite is the presence in KSKEPP TIN and PSRN legal entity.

The insurance company certifies the CTP insurance policy with its enhanced qualified signature. Electronic policy authentication instructions are available.

If you have other questions, then you can send them by e-mail to the address:. Be sure to include your name and telephone number for communication. We will study your situation and respond shortly.

Do you want to take a test on the materials of the article after reading it?

YesNot

The opportunity to insure a car without leaving your home is a real gift to car owners! However, unpleasant surprises periodically arise here: for example, when an online CTP system does not pass a check on the basis of the AIS RSA when registering CTP. Is it possible to solve the problem on my own or is a personal visit to an insurance company mandatory?

Causes of the problem

If the AIS RSA does not pass the AIS RSA checkout during registration, the reason is always the same - somewhere there was a data mismatch. The easiest option of all possible - you just made a mistake when entering information in the required fields. In this case, check again, paying attention to the correct spelling of words.

Some insurance companies have taken care of the convenience of their customers who want to draw up an electronic policy: they added highlighting of controversial places to the service. This greatly simplifies the process of working on errors: just try a few different options - and you will definitely find the right one!

In addition to typos, there is a possibility that you wrote some information differently than last time. Perhaps then you wrote off the information from the TCP, and now you wrote from memory, or vice versa. In any case, you must achieve complete identity with the data submitted last year.
The ideal option is to rewrite everything from last year's policy, then you will probably pass the PCA test.

What to do?

It’s bad if the mistake was made not by you, but by an employee of the insurance company, with the help of which the previous policy was drawn up. Now this error is attributed to you until you get it fixed. So what to do? There are several variants of events in this case.