Clients are unhappy that they cannot purchase an OSAGO policy on the website of the selected company. Insurers can thus cover up reluctance to sell e-policies in regions with high losses on payments, experts say

Photo: Dmitry Serebryakov / TASS

The Bank of Russia recorded the first sales requests electronic policies OSAGO. As a representative of the press service of the Central Bank told RBC, consumers, in particular, complain about the inability to buy a policy on the website of their chosen insurance company. Instead, they are redirected to another insurer's website. Market participants do not exclude that insurers can use this tool to cover up their reluctance to sell electronic policies in the so-called toxic regions, where there is a high loss on payments. The Russian Union of Motor Insurers (RSA) is now discussing the issue of introducing fines for the refusal of some companies to sell e-policies.

“Electronic MTPL for most consumers is a new service, car owners are just getting used to the ability to communicate with the insurer via the Internet. That is why some of the complaints received by the Bank of Russia relate to issues of communication with the insurance company, difficulties in filling out an application for insurance in electronic form, ”an employee of the press service of the Central Bank told RBC. At the same time, he noted that some of the complaints are related to the inability to buy a policy on the website of the insurance company chosen by the consumer, since there is a redirect to the website of another insurer.

The replacement insurer mechanism, developed by the Russian Union of Auto Insurers (RSA), makes it possible to ensure uninterrupted sales of electronic policies by connecting the sites of other members of the union. If the client cannot issue a policy due to existing technical problems, he is redirected to the website of another insurer. The insurer is selected at random from the total number of OSAGO insurers.

“If the mechanism of a substitute insurer is activated, a corresponding message appears on the computer screen with a suggestion to follow the link to the site of the substitute insurer,” explained an employee of the press service of the PCA, noting that the relevant rules are enshrined in the rules of professional activity of the association, agreed with the Bank of Russia.

The PCA reported that they also record citizens' complaints about difficulties in obtaining an electronic OSAGO. “Applicants are concerned that the client is being redirected from the site of one insurer to the site of another insurer; it is impossible to conclude an e-policy due to errors; [there are] general questions on the procedure for concluding an OSAGO agreement in electronic form, ”said an employee of the association’s press service. At the same time, he notes that since the beginning of 2017 and as of 15:00 Moscow time on January 24, the PCA has received 104 such written requests.

Officially, market participants do not explain the reasons for frequent redirects. At the same time, a market participant who wished to remain anonymous told RBC that this is the right way for those who do not want to sell electronic OSAGO, especially when it comes to the so-called toxic regions, where there is a high unprofitability. “Some companies are doing that now. For example, after entering all the client's data, an error occurs, and it is necessary to enter everything again. “I don’t know how companies do it technically, but some are now actively using these,” another source in the market said.

As Igor Yurgens, President of the RAMI, said earlier, in some regions, in some companies, there is a low level of sales of electronic policies. According to RSA statistics, from January 1 to January 19, less than 500 electronic policies were sold in 32 regions, less than 100 policies in seven regions (Chukotka, Nenets district, Tyva, Magadan and Jewish regions, Altai and Yakutia). At the same time, Krasnodar Territory, Volgograd, Rostov Regions, Stavropol Territory, in each of which more than 4.5 thousand e-policies were sold during this period, became the leading regions in sales of electronic OSAGO. During the first 20 days of January, about 100,000 policies were sold on the territory of the Russian Federation.

“Accordingly, sanctions are needed. The Board of the RAMI decided to instruct the profile committees of the union to develop a system of such sanctions and asked representatives of the Bank of Russia to take part in this work, ”Yurgens said. According to him, the proposals of the RAMI committees will be considered at a meeting of the RAMI board on February 2. It is planned that on February 9 they will be approved by the association's presidium.

According to the amendments to the law on OSAGO, which came into force last summer, from January 1, 2017, all insurance companies licensed for the relevant type of activity are required to conclude contracts in electronic form throughout the Russian Federation. At the same time, insurers entering into such contracts online must ensure the continuous and uninterrupted operation of their sites. According to the current legislation, the total duration of a break in the operation of the insurer's website per day should not exceed 30 minutes. When carrying out planned technical work, the company is obliged to notify about this on the main page of the site at least a day before their start, indicating the date and time of their completion. If you have any questions about the purchase of e-policies, policyholders can send appeals to the consumer protection service financial services and minority shareholders of the Bank of Russia, and in the PCA.

In April-May, the Central Bank will check insurers that abuse the system of substitution for electronic sales of OSAGO, said Igor Yurgens, president of the Russian Union of Motor Insurers (RSA). This is a system that redirects clients who, for technical reasons, could not conclude a contract on the website of one insurer to the page of another insurance company. She has been working since the beginning of this year.

A number of companies are abusing the system and sending customers to the sites of replacement insurers, not for technical reasons, but because they "don't like" the customers themselves, Yurgens said. “If we don’t overcome this – the Central Bank didn’t make a secret out of this – in April-May it will come out [to insurance companies] with checks,” Yurgens threatened. The regulator may prohibit such insurers from selling electronic OSAGO through the substitution system, Yurgens warned, noting that now "much depends on the decent behavior of insurers."

The Central Bank will check how e-OSAGO is being sold, focusing on why insurers send customers to competitor sites. If violations are found, the regulator will take supervisory measures, but it also counts on the help of the RSA sanctions, the representative of the Central Bank said.

Recently, the PCA approved a system of fines for refusing to sell electronic OSAGO - 20,000 rubles. for each proven case of intentional refusal, but not more than 200,000 rubles. per month. If the insurers still do not stop the abuse, the union will cancel the ceiling of 200,000 rubles and then increase the fine, Yurgens said. Large insurers are interested in maintaining the replacement system, so they should take on clients that the replacement insurer has abandoned - this will avoid sanctions from the Central Bank, he says.

The electronic policy replacement system was originally created in the interests of the largest insurers, who, with its help, shifted part of the losses to others, Sergey Gushchin, general director of MSK Strazh, is categorical. But its abolition will not help, he admits: employees and agents of large companies will issue policies for "unnecessary" customers on competitors' websites. “If they are contacted, for example, by the owner of a taxi fleet (unprofitable segment), they will issue him an electronic policy on the competitor’s page, and he will be obliged to accept such a client,” he explains. MSK "Strazh" does not suffer from "artificial selection", says Gushchin: "We have a high share of sales of electronic OSAGO policies, so we have not yet been a replacement insurer."

The OSAGO sales substitution system was created to meet the requirements of the Central Bank to ensure the availability of sales of motor vehicles in toxic regions, recalls Ilya Solomatin, Deputy General Director of Ingosstrakh. The problem with sales is not the selection by large insurers, but the unwillingness of a number of companies, especially small ones, to sell policies online, he said. The entire “anti-selection” took place at the turn of 2016-2017, says Solomatin: it is during this period that the peak of OSAGO sales falls, then there is mainly a renewal of policies, so the portfolios of the companies have already been formed. There is nowhere for new unprofitable customers to come from, he believes: the car fleet in the country is not growing and the growth of electronic sales only speaks of the flow of paper customers into them.

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What to do when insured event if, due to PCA, the e-OSAGO policy was issued by an insurance company from another region?

Buying a policy and choosing a company

Good afternoon! Please clarify the following situation: I tried to insure a car under OSAGO on the Rosgosstrakh website. I'm not doing this for the first time. At the last stage, I was redirected to the PCA website. I calmly went to the PCA website, thinking that these were just new insurance rules.
As a result, I bought an electronic policy (the amount is the same as that calculated by Rosgosstrakh), and only after I received it by mail (mail.ru), I realized that Insurance Company not Rosgosstrakh at all, while during the purchase process there was not a word about the insurer, but some kind of Dalakfes located in the Far East! They don't have representatives in my area.
I have the following questions. What does this mean for me in the event of an insured event? How does this kind of redirect happen? Why, in this case, does the PCA not select an insurance company in this region? Now I understand that after I purchased the OSAGO policy, that is, I paid for it, I no longer have a choice!

Answered by Alexander Zagorodsky expert

Let's start with how it happened that you purchased a policy from the wrong insurance company where you were going. Many car owners complain about the impossibility of issuing an electronic OSAGO due to constant failures in the websites of the most popular insurance companies among the population. For this reason, the Russian Union of Motor Insurers has put in place an insurer replacement system for cases where e-OSAGO registration is not possible due to a malfunction of the website of a particular company.
The system was introduced recently, its work is not fully debugged, so situations like yours periodically arise. To help debug the operation of this system as soon as possible, you can leave a request with a description of the current situation on the official website of the PCA .
There is nothing particularly terrible in buying an OSAGO policy at the Dalakfes insurance company. This organization has representatives in all regions of Russia. You can find the full list of representatives of the insurer on the official website of IC "Dalakfes", in the section "List of representatives for OSAGO ". It is to such representatives that you need to contact in the event of an insured event, if the settlement of damage is to be done within the framework of direct indemnification (DCL).
If you wish to report an insured event directly to Dalakfes, you have the right to send a claim for damages and all related documents by registered mail. At the same time, it is worth sending such a letter with a mandatory list of investments so that the insurance company cannot refer to the absence of any of the documents you sent.
If you need to change the terms of the contract, you can again resolve the issue remotely, through the official website of IC "Dalakfes", which provides for a change through your personal account following conditions of insurance.
- Information about the drivers allowed to drive the vehicle.
– Data of the insured and the owner vehicle.
– The period of use of the vehicle.
- Information about the vehicle.

Drivers trying to issue an electronic OSAGO (whether it be Rosgosstrakh or any other company), after filling in and checking all the fields, often receive the following error and the sentence “Go to the site of the replacement insurer”: Due to the threat of violation risks ... The wording may be different , but the essence is the same - you are informed about the presence of a certain “threat of the onset of risks for the uninterrupted operation of the site” and are offered to go to the site of a “substitute insurer”.

When applying for OSAGO online, Rosgosstrakh transfers to the rsa website

If you are lucky you will pass the PCA database check, but this is for the “chosen ones”, most will see

They even have Personal Area the whole problem, I got it a day later.

I would like to say in conclusion.

Hello dear Irina!

I, half of the deceivers in Russia are holding on and getting richer (for the time being, I hope).

They took 2000 rubles from me and I also thanked for the help. Cool!

Tinkov - payment error.

RESO - unreadable captcha.

INGOS and RGS redirect to insure Krasnoyarsk.

Renaissance and VSK in the Altai Territory.

Good afternoon, dear Ivan!

If you do not want to conclude a contract with a substitute insurer, please try again later or use a different browser.

Me: - I'm trying to get an E-OSAGO, I'm being redirected to the PCA website, how long will this continue? Call Center: - In general, this has been established by law since July by the Central Bank, all insurance companies must equally sell policies electronically if you are redirected by the Russian Union of Motor Insurers.

Me: — No, I am not being redirected by PCA, but your website is being transferred to PCA, and only then they.

T-verba › Blog › 7 circles of hell, or how to get an E-Osago without additional supplements ... 10 insurance RSA

t-verba › Blog › 7 circles of hell, or how to get an E-OSAGO without special stages… 10 insurance + PCA I haven’t written anything for a long time, but today it’s just boiled up - I can’t help but speak out☺ In a couple of weeks, my OSAGO ends and I decided on this year to make it in advance and, if possible, without special stages.

The machine passed the diagnostics itself without any problems - the diagnostic card is on hand. Attempt No. 1 (or rather 1-11, there were a lot of them) I wanted to extend the existing VSK policy, registered on the site, painstakingly filled out all the items - full name, passport details, registration, title number, Vehicle VIN, data on all entered drivers, etc., attached all documents - all checks were passed, I was calculated sum insured 2 899,07.

Go to the site of the replacement insurer: what is it and what to do? Drivers trying to issue an electronic OSAGO (whether it be Rosgosstrakh or any other company), after filling in and checking all the fields, often receive the following error and the sentence “Go to the site of the replacement insurer”: Due to the threat of violation risks ... The wording may be different , but the essence is the same - you are informed about the presence of a certain “threat of the onset of risks for the uninterrupted operation of the site” and are offered to go to the site of a “substitute insurer”.

What is a replacement insurer and why does Rosgosstrakh redirect to it? In turn, they divided the cars, according to the state number of which you can distinguish which organization they belong to.

Rosgosstrakh - review

The time has come for my husband to make an OSAGO policy, and a headache began. I read the reviews, realized that it would not work out easily and quickly, I decided that I would be persistent.

“Electronic MTPL for most consumers is a new service, car owners are just getting used to the ability to communicate with the insurer via the Internet.

That is why some of the complaints received by the Bank of Russia relate to issues of communication with the insurance company, difficulties in filling out an application for insurance in electronic form, ”an employee of the press service of the Central Bank told RBC.

Starting from 2017, insurers will be able to use the websites of other members of the PCA in the event of a halt in sales of e-policies for OSAGO

Compulsory auto insurance insurers (OSAGO) will "insure" the continuity of sales of electronic policies by connecting the websites of other members of the Russian Union of Auto Insurers (RSA) from the beginning of 2017, the union said, citing Igor Yurgens, President of the RSAA.

The corresponding decision was made at an extraordinary general meeting of the PCA on Thursday.

"The community has decided to implement good practice principles single agent RSA in the sale of paper policies and developed a "safety net" system for substituting an insurer in e-OSAGO. If it is impossible due to technical reasons to conclude an e-policy by the insurer, the client, with his consent, is redirected to the website of another insurer, which will be offered at random by the number of the Title (Vehicle Passport - IF-AFI). The decision will ensure the highest possible degree of protection of consumer rights to conclude an OSAGO agreement and balance the work of insurers," the press service quotes I. Yurgens.

A similar procedure for "mutual assistance" is currently used when organizing a sales system through a single PCA agent for ordinary paper CMTPL policies. The rotation uses the policies of all licensed insurers.

Participation in the replacement system is mandatory for all members of the RSA, the message emphasizes. A "substitute" insurer may not refuse to conclude an electronic contract. To do this, PCA will provide insurance companies with the necessary number of electronic policy numbers.

The RAMI has already prepared the necessary changes to the rules of professional activity, they will be submitted to the next meeting of the RAMI presidium.

As previously reported, in mid-November, the Bank of Russia determined the requirements for the uninterrupted and uninterrupted operation of the websites of insurers and the PCA during the electronic sales of OSAGO policies. Thus, the total duration of a break in the work of the insurer's website should not exceed 30 minutes per day. If it is necessary to carry out planned technical work, the insurance company will be obliged to place a notice on the main page of its website at least a day before they begin, indicating the date and time of their completion. Insurers will be able to carry out such work no more than once a month from 22:00 to 8:00 Moscow time.

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