The Agency of the Republic of Kazakhstan for Regulation and Development of the Financial Market
What should I do if I am not satisfied with the insurance payout amount? Who can I contact?
The Insurance Ombudsman can assist you in resolving disputes with your insurance company.
As of January 1, 2024, contacting the Insurance Ombudsman is a mandatory step before initiating court proceedings in insurance-related disputes.
The institution of the Insurance Ombudsman has been operating in Kazakhstan since 2007.
The Insurance Ombudsman resolves disputes across all types of insurance where the policyholders (insured persons or beneficiaries) are individuals or small business entities. Other legal entities may contact the Insurance Ombudsman only in matters related to compulsory motor insurance.
The primary objective of the Insurance Ombudsman is to conduct an impartial, comprehensive, and objective review of the dispute and to issue a fair and lawful decision. The amount of claims submitted by individuals and/or other legal entities related to disputes under the compulsory civil liability insurance of motor vehicle owners must not exceed 10,000 times the monthly calculation index.
You can contact the Insurance Ombudsman directly at the following address: 28/7 Ryskulbekov Street, 2nd floor, Almaty. Alternatively, you can submit an appeal through the Ombudsman’s official website (www.omb.kz) or by email at [email protected]. In addition, the insurance company is obliged to forward the client's request to the Insurance Ombudsman if it was received through the company's branch, representative office, or website.
The decision of the Insurance Ombudsman is binding on the insurance company if the client agrees with the decision.
If the client disagrees with the Insurance Ombudsman’s decision, they have the right to seek legal protection through the court. When filing a claim with the court, the applicant must provide the decision of the Insurance Ombudsman as proof of having completed the mandatory pre-trial dispute resolution stage. https://adilet.zan.kz/eng/docs/Z000000126_
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