About consumer rights

On the Consumer’s Right to Submit an Appeal to the Financial Ombudsman:
Since June 1, 2019, a new pre-trial procedure for resolving disputes between consumers and insurance organizations has been in effect. If an insurance organization refuses to satisfy the consumer’s claims, the consumer must first appeal to the financial ombudsman to resolve the dispute before going to court.

This new procedure applies to disputes with insurance organizations regarding compulsory motor third-party liability insurance (OSAGO), comprehensive insurance (CASCO), and voluntary motor third-party liability insurance (DSAGO) starting from June 1, 2019. It applies to other types of insurance (excluding compulsory health insurance) from November 28, 2019.

The position of the financial ombudsman was established by Federal Law No. 123-FZ of June 4, 2018, "On the Ombudsman for Consumer Rights in Financial Services." The financial ombudsman considers property claims from consumers, where the claim amount does not exceed 500,000 rubles; for OSAGO contracts, there is no limit on the claim amount.

Consumers can submit their appeals to the financial ombudsman in electronic form through a personal account on the official website of the financial ombudsman or in writing. The reception and examination of consumer appeals by the financial ombudsman are free of charge.

Before directing an appeal to the financial ombudsman, consumers must first submit a statement (claim) to the insurance organization. Detailed information on the procedure for submitting appeals to the financial ombudsman can be found on the official website of the financial ombudsman.

Official website of the Financial Commissioner:
www.finombudsman.ru

Phone number of the Financial Commissioner's support service:
+7 912 246 6530

Location of the Financial Ombudsman's Support Service:
3 Staromonetny Lane, Moscow, 119017, Russia.

Mailing address of the Financial Ombudsman's Support Service:
3 Staromonetny Lane, Moscow, 119017, Russia, Recipient: ANO "SODFU".