The procedure for contacting Policyholders (Insured, Beneficiaries, Victims) to the Insurance Ombudsman 

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The procedure for contacting Policyholders (Insured, Beneficiaries, Victims) to the Insurance Ombudsman

1. If there is an intention to contact the Insurance Ombudsman, the Policyholder (Insured, Beneficiary, Victim) notifies the Insurance Company of the intention to appeal to the Insurance Ombudsman, for which it is necessary to fill out the form "Notification of the intention to appeal to the Insurance Ombudsman" in two copies. The Applicant can also receive a Notification Form from his Insurance Company or download it on this page.

If you have difficulty filling out the form, contact the Insurance Ombudsman's employees at the phone numbers listed on the Insurance Ombudsman's website and specialists will help you fill it out.

The completed two notification forms are submitted to the Insurance Company, one form will remain in the Insurance Company, the registration number and the date of acceptance of the notification are affixed to the second form.

From this moment, the Insurance Company is provided with 3 (three) working days – for a possible settlement of the dispute.

2. If the Insurance Company has sent a letter with a final response that does not satisfy the Applicant, or if the Insurance Company has not sent the Applicant a final response within three working days, the Policyholder (Insured, Beneficiary, Victim) has the right to fill out an application or send an application in writing to the Insurance Ombudsman (directly to the Insurance Ombudsman, including including through its Internet resource, or through the Insurer, including through its branch, representative office, or other separate structural subdivision, internet resource) for the settlement of disputes arising from the insurance contract.

For a written appeal to the Insurance Ombudsman, the Applicant must download and fill out an application form.

The applicant can get a form of "Application for settlement of relations" from the Insurance Company, or download it on the website of the Insurance Ombudsman.

3. The Insurance Ombudsman shall receive representatives of Insurance organizations, Policyholders, Insured Persons, Beneficiaries and their attorneys (representatives) from Monday to Friday, with the exception of weekends and holidays at the location of the Institution.

4. Individuals and (or) small business entities that are Policyholders (Insured, Beneficiaries) have the right to apply to the Insurance Ombudsman to settle disputes on all types of insurance. Other legal entities may apply to the Insurance Ombudsman only for the class (type) of compulsory insurance of civil liability of vehicle owners.

5. The amount of claims for disagreements of the persons specified in part two of this paragraph should not exceed ten thousand times the size of the monthly calculation index.

6. The application to the Insurance Ombudsman must include:

1) full name (name) of the applicant, his address of actual residence (location), telephone and/or e-mail address. If the application is submitted by the attorney, then the full name (name) of the attorney, his address of actual residence (location), telephone and/or e-mail address are additionally indicated;

2) the name of the second party (parties) of the existing disagreements;

3) subject of dispute settlement between the parties;

4) content of requirements;

5) a statement of the circumstances confirming the claims and a reference to the evidence confirming these circumstances;

6) the price of claims (if the dispute is of a material nature);

7) list of documents attached to the application;

8) the applicant's signature and seal (if any), if it is a legal entity;

9) evidence of sending a dispute claim to the second party, in respect of which a dispute settlement application has been sent.

7. The completed application and the attached documents must be sent to the Applicant to the Insurance Ombudsman at the address: 050042, Almaty, Ryskulbekov str., 28/7 Bai Tal Residential Complex, 2nd floor (in the building of JSC FSV), tel. +7 (727) 382-41-74

8. The applicant may attach to his application all the documents that he considers relevant to the case, or may make a reference to documents or other evidence that he will present in the future.

9. The Insurance Ombudsman does not consider applications, but terminates those accepted for consideration:

1) if it is reliably established that the Applicant has applied to the court for the settlement of the stated disagreements, and the court has accepted the application for consideration and/or for which there is a court decision that has entered into legal force;

2) if it is reliably established that the parties have concluded a settlement agreement, an agreement on the settlement of a dispute (conflict) by mediation, an agreement on the settlement of a dispute by way of a participatory procedure in respect of existing disagreements;

3) if the Applicant has not provided written evidence of his appeal to the Insurance Company in order to settle the differences that have arisen;

4) if the application is sent to the insurance ombudsman again in the absence of new circumstances on the existing disagreements.

5) if the amount of claims for disagreements exceeds ten thousand times the size of the monthly calculation index.

10. If the application is submitted without complying with the requirements provided for by the Internal Rules of the Insurance Ombudsman, the Insurance Ombudsman offers the Applicant to eliminate the shortcomings within ten calendar days from the date of receipt of the said proposal. If the Applicant, despite the proposal to eliminate the shortcomings of the application, does not eliminate them and insists on hearing the case, the Insurance Ombudsman continues the proceedings in the case or decides to terminate the proceedings in the case, which makes a ruling.

11. The Insurance Ombudsman shall be provided with copies of documents relating to disagreements on the dispute of the proceedings.

12. If necessary, the Insurance Ombudsman has the right to request the provision of the original document or a duly certified copy and extract from such document for review.