It is unacceptable to refer customers to another company when applying for e-OSAGO, the Bank of Russia said, sending a corresponding letter to market participants.
The regulator recorded cases where a customer started filling out an application to conclude an e-OSAGO agreement and was redirected to the websites of other companies.
So insurers cut off potentially unprofitable customers, leaving more profitable customers. According to the Bank of Russia, this is unacceptable. If the customer has provided the insurer with all the necessary documents, he is not entitled not to issue him a policy.
An exception can be made only by car owners from the Republic of Crimea and the city of Sevastopol, if, for example, there are problems with the work of the insurance company’s website. Then such customers can be redirected to the website of the Russian Union of Auto Insurers.
In other cases, this practice is unfair and violates consumer rights.
Source: Bank of Russia
Source: Z R
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