Little by little less: what doesn't suit Russians in CTP
Most of the complaints and appeals of citizens regarding insurance issues to the Central Bank are related to CTP, according to the regulator's report. Despite the reduction in the total number of motorists dissatisfied with avtograzhdanka, the share of claims for the amount of payments is still growing. Izvestia found out what else does not suit drivers in car insurance.
The Central Bank is listening
According to the results of the three quarters of 2025, the Central Bank of the Russian Federation received 15.2 thousand appeals and complaints related to insurance. Of these, more than half (51.8%) are related to CTP, the report notes. Complaints about life insurance account for 18.9%, questions about casco — 6.9%. 5.6% of applications were registered for sickness and accident insurance, and 3.8% for property insurance (excluding transport). The remaining 12.9% is accounted for by other types of insurance.
It is noteworthy that compared to the same period last year, the share of complaints about CTP decreased significantly: according to the results of the three quarters of 2024, such complaints accounted for 77.4% of the total number.
The Russian Union of Motor Insurers (RSA) noted that the CTP sector traditionally accounts for the majority of applications received by the Bank of Russia. This is a reflection of the popularity and universality of this type of insurance: the more contracts there are, the more likely a complaint is, the RSA emphasized.
"For several years in a row, there has been a decrease in complaints about CTP, which indicates an improvement in the service of insurers both in terms of working with persons entering into contracts and with the settlement of losses," the press service of the union told Izvestia.
Nikolay Galushin, head of the National Insurance Information System (NSIS), pointed out that the main volume of complaints is related to avtograzhdanka, since more than 100 million Russians are involved in this type of insurance every year.
— CTP is a socially sensitive type of insurance. That is why there has always been such close attention to the topic of complaints about the functioning of the CTP institute. About 150 thousand policies are issued daily in the country, and more than 45 million per year," the head of the NSIS told Izvestia.
What's wrong with CTP
As follows from the report of the Central Bank, a total of 7.9 thousand complaints and appeals were sent to the regulator on CTP issues in nine months. A quarter of them (24.2%) relate to the incorrect application of the bonus-malus coefficient by insurance companies. A year earlier, such complaints accounted for 63.9% of complaints related to avtograzhdanka. Also, over the year, the number of claims decreased from 17.7% to 13.7% due to incorrect definition of the MSC for a particular driver, according to the report of the Central Bank of the Russian Federation.
At the same time, the proportion of applications for other CTP issues has increased significantly. Thus, for claims related to in-kind damages, it amounted to 13.4% (a year earlier it was only 4%). Compared to last year, the number of drivers who disagree with the amount of CTP compensation has increased — the proportion of such complaints has increased from 1.9% to 6.8%. There were more complaints about electronic policies (6.6% instead of the previous 2.6%), as well as about the timing of issuing documents for an insured event (6.3% now versus 0.4% a year earlier).
In 2025, the number of complaints to the Bank of Russia has sharply decreased, because citizens have the opportunity to receive data in their personal account on the NSIS website and make an appeal about incorrect data, Nikolai Galushin explained. This includes the MSC as the most important factor for determining the cost of insurance, he stressed.
— The task of the NSIS is to improve the quality of the data contained in the automated insurance information system. Its implementation will further reduce the number of complaints, increase the transparency of insurance, and as a result, increase citizens' trust in insurance in general," said Nikolai Galushin.
There are not enough payouts
The experts interviewed by Izvestia recognize the noticeable positive developments associated with the recent easier and more accessible opportunity to correct incorrect data on KBM. However, the increase in the share of complaints about other CTP issues indicates that there are still unresolved problems in this type of insurance.
One of the most pressing issues concerns the amount of compensation for avtograzhdanka, according to Jan Heitser, vice President of the National Automobile Union (NAS). CTP payments are often simply not enough to fully repair a car that was wrecked in an accident, he notes.
— The reason lies in the very principle of determining the amount of compensation based on the so-called price guides. The prices indicated in them for parts in the vast majority of cases do not reflect the real market picture, " he told Izvestia.
According to the vice president of US, the price of the spare part is indicated in the reference books without taking into account the delivery time, and this has a very serious effect on the price. A part that is being ordered somewhere and will be available only in a few months is noticeably cheaper than the one that is available "here and now," he explained.
Jan Heitser also calls the prices indicated in the price guides for the services of technical centers far from reality, on the basis of which the total amount of CTP compensation is also determined.
— For example, according to these reference books, in Moscow the standard hour for repairing Porsche cars is 950 rubles. I don't know where this figure came from, but it's obvious that even a Lada can't be repaired in the capital at such prices. However, according to the current procedure, it is on this value that the calculation of damage to a damaged Porsche will be based," Jan Heitser told Izvestia.
He considers the Central Bank's data on the proportion of complaints related to the amount of CTP compensation to be irrelevant, since not all motorists who are not satisfied with the amount of payments file a complaint with the Central Bank. In his opinion, the actual number of such drivers is much higher.
— Many motorists do not even know about the possibility of complaining to the Central Bank. And of those who do know about it, not everyone will complain," he believes.
The increase in the number of appeals to the Bank of Russia regarding the amount of CTP compensation indicates the need to review the rules and mechanism for determining the amount of damage in an accident, Valery Soldunov, a member of the Civic Chamber of the Russian Federation and chairman of the All-Russian Society of Motorists, told Izvestia.
— It is obvious that car spare parts are becoming more expensive, and car service services are also increasing in price. This requires changes both in the limits of CTP payments and in the rules for determining the amount of insurance compensation," he believes.
Переведено сервисом «Яндекс Переводчик»
