New Insurance Customer Services
By means of Resolution No 35,840, the Argentine Superintendence of Insurance (“SSN”, after its Spanish name) has created the “Department of Guidance and Assistance to the Insured” (“DOAA”, after its Spanish name) to improve the quality of the provision of insurance coverage and of services to the insured.
The aim of this department within the SSN is to protect, promote and defend the rights of the insured. Its main duties are receiving and answering queries by the insured, establishing means to settle disputes among claimants and insurers, starting administrative proceedings for alleged infringements and processing information related to claims by the insured.
Resolution No 35,840 also establishes that each insurer must set up its own “Insured Customer Service” within its organization. The management of each company must appoint a person responsible for the “Insured Customer Service”, and must empower him or her to handle claims by insureds, to provide the pertinent explanations and to resolve the cases brought to him or her. He or she must be the communication channel between the insurance company and the DOAA and his or her main duty will be handling claims brought by the insured related to services provided by the insurer.
Claims brought to the “Insured Customer Service” must be resolved within 30 days since the insured makes the claim. If the claim made by the insured is not resolved or is totally or partially rejected within 30 days, the insured shall be entitled to bring the claim to the DOAA, or to resort to any other administrative, arbitral or judicial remedy that the insured may have.
Resolution No 35,840 also sets up the procedure for submitting queries or reporting claims to the DOAA.
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This insight is a brief comment on legal news in Argentina; it does not purport to be an exhaustive analysis or to provide legal advice.