Send a complaint to the RSA - procedure for drawing up

File a complaint against KBM under OSAGO

The KBM has been installed and used since 2003. The mechanism for its use is prescribed in the law on compulsory motor liability insurance. To calculate what size of the motor vehicle insurance policy a particular driver is entitled to, you need to use the database maintained by the Russian Union of Auto Insurers - RSA. All information on this indicator enters the database automatically.

When calculating the cost of an insurance policy, OSAGO KBM is not applied if:

the policyholder takes out transit insurance;
the car is registered in another country;
The policy is issued by a newcomer without driving experience (by coefficient 1).

RSA hotline number 8800

To receive up-to-date information and assistance regarding the insurance industry, you have the opportunity to contact specialists on the hotline of the Russian Union of Motor Insurers.

The RSA support service is available 24 hours and is provided to all residents of the regions of the Russian Federation. There is no charge for calls from Russia .

The RSA hotline does not limit the number of minutes. You can ask all your questions. In order for a specialist to quickly begin solving the problem, prepare your passport, driver’s license and insurance contract in advance.

Reasons for writing a complaint

You can complain about the insurance company in the following cases:

If the insurer does not use the KBM when calculating insurance.
If the KBM is calculated incorrectly.

Using a special table with KBM values, each driver can pre-calculate his class and reduction factor. You need to reasonably protect your rights and correctly calculate the amount of the discount on the policy. If the calculation is made incorrectly, you must contact the insurance company with a request to apply the correct KBM.

Resetting the KBM: possible reasons

Among the possible reasons for resetting the KBM are the following:

A car owner makes a mistake when checking his own vehicle.

In the case of a self-check of the KBM, it is important to correctly enter the date of the request, which must correspond to the new policy. You must enter a date no earlier than the day following the expiration date of the previous policy.

Additionally, you should check your driver's license information. If this document has recently changed, you can try to enter data about the old rights.

The driver is included in several MTPL insurance policies at once

It is quite possible that the driver is included in the insurance of relatives or friends. If they didn’t pay attention to the size of the KBM, and the insurance manager “automatically” reset the discounts to zero, making everyone 3rd class, then in the unified RSA database the discount on the KBM will be reset to zero. You can find out which MTPL policy the discount is taken from on the KBM check page.

Presence of errors in the RSA database

It is quite possible that information about the driver was entered into the RSA database with errors (for example, in the number/series of the driver's license or in the date of birth, etc.). There are even cases when insurance agents deliberately make such mistakes (for example, replacing the letter “O” in the VU series with the number “zero”).

Errors in the date of birth are also difficult to identify, since it does not fit into the policy itself. To detect inaccuracies, it is worth requesting a break-even certificate from your insurance company regarding your insurance policy. This document will indicate all the personal data for which a specific driver is entered into the RSA database.

The insurance company did not transmit information about the driver to the database.

Recently, such cases are rare, since insurance contracts are drawn up on computers and, as a result, the data enters the system immediately. This can happen in the following cases:

The insurance manager manually wrote out the policy and lost his copy before entering all the information into the database;
The car owner purchased a fake insurance policy, and, as a result, his data was not included in the database.

You can check the authenticity and correctness of the issued motor vehicle license on a separate page “Checking the MTPL Policy”.

The agent deliberately hides the discount amount

If the manager of an insurance company decides to sell the policy at a higher price in order to have a larger commission, then he tries to take advantage of the driver’s ignorance in insurance matters. The agent may, citing the fact that there is no connection with the RSA database for some reason, not take into account the required discount or refuse to conclude an agreement.

Due to such unlawful actions on the part of the insurance company, the state decided to introduce liability for officials (see Article 15.34.1 No. 195-FZ of the Code of Administrative Offenses of the Russian Federation) who refuse to conclude an MTPL agreement or impose additional services.

If for some reason the KBM was reset to zero without reason, then it will need to be restored.

Where to write

In accordance with the law, complaints filed against the Investigative Committee are processed by three organizations:

RSA;
Rospotrebnadzor;
TSB RF.

Since 2015, filing a complaint has become much easier. To do this, you can use the website rgs.ru to send a complaint by email. This document will be sent to the addressee almost instantly, and will allow it to be processed in the manner prescribed by law. If the complaint is sent by email, you must attach scanned or photographed documents to it.

The bulk of claims under KBM are reviewed by RSA. If there is no response to the appeal, the exact same complaint must be sent by mail to Rospotrebnadzor or the Central Bank.

If in this case there is no reaction, or the decision is negative, if he is confident that he is right, the driver has the right to file an application with the court. This is an extreme measure, and it is very rarely achieved. But you need to know what to do if the issue has not been resolved in the above authorities in order to defend your legal rights.

Typically, at the PCA level, such complaints are resolved quickly, while insurance companies have to recalculate the price of policies, while applying the legal parameters of the CBM.

How to apply for restoration of the KBM through the Central Bank: step-by-step instructions

You can return the KBM through the official website of the Central Bank. Open the institution’s page, find the section “Internet reception of the Bank of Russia”, go to the “Submit a complaint” section. In order for the regulator to consider the issue of returning the CBM through the Central Bank as quickly and in detail as possible, all documents that are related to the problem are first prepared.

Enter the word “KBM” into the section’s search bar. Among the results displayed on the screen, select “Insurance organizations” - “OSAGO” - “Incorrect application of KBM”. The system will offer information about the new procedure for changing the data contained in the AIS OSAGO. If the information provided does not help resolve the issue, you should file a complaint with the Central Bank and send it by email.

The letter states:

Name of the insurance organization.
Insurer's address.
Region.
Description of the problem.
The date of the conclusion of the contract at which the incorrect coefficient was used.

If necessary, attach scanned documents confirming the error. The bank considers the complaint within 30 days.

Restoring the “bonus-malus” through the Central Bank is possible by visiting a local office in person. The client draws up a written application indicating the essence of the request and the following data:

The name of the company against which the complaint is being made.
Personal information about the applicant (full name, address).
Driver's license number.
Vehicle registration certificate number.
Numbers of current and past MTPL policies.

Date and signature are required when filling out. A bank specialist must register the request and issue a copy. The application is drawn up according to the approved sample, which can be asked from the manager or previously downloaded from the website and printed. Within 10 days, the Central Bank is obliged to notify the applicant of the results of the audit.

How to write a complaint to an insurance company

A standard form has been developed for drawing up such a complaint. This one is on the official website of the RSA, the Central Bank of the Russian Federation. You must fill out all the fields provided in this form.

The complaint must contain the applicant’s details, the date it was filled out, the essence of the complaint, and the applicant’s signature with a transcript.

When presenting the essence of the issue, it is necessary not only to state the essence of the complaint, but it is also advisable to refer to the provisions of the law, which serve as confirmation of the correctness of the driver, the owner of the vehicle who filed this complaint.

If the applicant has factual evidence of violations on the part of the insurance company under the KBM (payment certificate, record with the insurer, etc.), this evidence must also be attached to the complaint.

How to file a complaint with the RSA

You can send a claim to the RSA by registered mail, or send it electronically. It is possible to file such complaints both with a valid MTPL policy and with an expired one, if the applicant later learned that his rights to apply the CBM were violated when calculating the payment for the insurance policy.

The insurance company will be forced to return the money paid by the policyholder or extend the MTPL agreement, taking into account the amount that was calculated by the company for violations.

If the contract price turns out to be too high, the insurance company must show correctly drawn up calculations.

How to fix KBM OSAGO?

It is important to know that any changes and corrections of incorrect (erroneous) values of the KBM must be made by the insurance company with which you entered into a contract of compulsory motor third party liability insurance - OSAGO. That is, changes to the AIS RSA database are uploaded only by insurers.

Therefore, you need to write an application to “your” insurance company, whose policy is in your hands, with a request to correct the incorrect value of the BMR.

Sample application to an insurance company about a KBM error

If you were unable to get an intelligible answer from “your” insurance company or received a refusal altogether, then you need to send the following documents to the Russian Union of Auto Insurers:

A free-form application with a request to change the incorrect KBM value in the AIS RSA database, where you need to indicate the following data:

Applicant's date of birth;
Series and number of the applicant's driver's license;
Date of issue of the applicant's driver's license;
Series and number of the passport of a citizen of the Russian Federation;
Number of the current MTPL policy;
Number of the previous MTPL policy;
The essence of applying to the Russian Union of Auto Insurers

2. A scanned copy of the MTPL policy with the correct CBM value, which was previously issued by this insurer.

3. Copy of driver's license, scanned on both sides

Drawing up a complaint to the Central Bank of the Russian Federation

When writing a complaint to the Central Bank under the CBM, you must follow the basic rules:

use the correct appeal structure, consistently presenting the claims against the insurance company.
the situation must be described clearly, with the applicant explaining why he believes that the Investigative Committee has violated his rights;
provide evidence (correspondence with the insurance company, video evidence of communication with a company representative, KBM calculations for compulsory motor liability insurance, etc.)

The complaint has a form similar to that submitted to the RSA. You need to make several copies of this document (for the Central Bank, the insurance company, the applicant).

How will the BMI change after an accident if you are at fault?

By the very nature of the bonus-malus coefficient, fault in an accident will lead to its increase. However, there are some nuances, non-standard situations and other difficulties of the process that need to be discussed separately.

In what time frame after an accident should the BMC be reset?

Previously, there was a rule when the absence of a compulsory motor liability insurance policy for a year or more led to the fact that the CBM returned to one. This was used by persons with an increasing coefficient. But this rule has been canceled and the bonus-malus changes occur in accordance with the above table.

That is, only accident-free driving will help to gradually reduce the BMV. And the required period will depend on current indicators. For example, with a BMR of 1.4, a year is enough for it to become a unit again, while with a bonus-malus of 2.45, it will take 5 years of accident-free management, including the current year.

Is it possible to keep the KBM if in court I have proven my innocence in an accident?

First you need to make sure that the coefficient has been changed for the worse. If this is the case, the case materials confirming innocence, along with an application for adjustment of the BMR, must be sent to the insurance company.

The KBM must be changed, and if the compulsory motor liability insurance has already been purchased at the wrong price, a recalculation will be made and the excess returned.

If I am registered with OSAGO and another driver causes an accident, will my driving class be removed?

If the culprit of the accident is accurately identified, a negative change in the MSC should only affect him. However, if after an accident the coefficient of such a driver is higher than that of others included in the insurance, then the cost of compulsory motor liability insurance for this car will be calculated according to this CBM, as the highest.

But, we repeat, this fact should not directly affect the coefficient of other drivers included in the policy.

Example of a complaint against KBM

A complaint against KBM if it was incorrectly calculated by the insurance company when issuing an MTPL policy is submitted on a unified form. Before filling it out, you need to familiarize yourself with all its points. An example of filling can be found on the website of the Russian Union of Insurers.

You can fill it out with a regular ballpoint pen on a printed form or electronically, and then print it out. It is imperative to indicate at the end of the complaint where to send the response to it, usually at the place of registration of the applicant.

What is KBM

The Bonus-Malus coefficient or the common people KBM was introduced in our country 14 years ago, then this innovation seemed to significantly optimize not only prices for compulsory motor insurance tariffs, but also in general force drivers to follow the rules and not take risks on the road.

The purpose of introducing this indicator was to reward those drivers who, during the entire driving period or for a sufficiently long period of time, did not use the services of the insurance company as intended, that is, did not get into an accident as the culprits.

The initial discount was obtained after multiplying the base cost of the policy and a specially calculated accident-free rate. This value was taken taking into account all the years during which the driver was not involved in an accident as the culprit. If an accident did occur, then all accumulated points were automatically burned.

The most interesting thing here is that the accounting conditions also go in the opposite direction and drivers who, due to their characteristics, are careless on the road and constantly become “organizers” of road accidents, will end up paying significantly more next year than people who have just received a license or who have not been in similar situations for a significant period of time.

Interesting
Until approximately 2012, Russia did not have a unified system for recording the BMR indicator.

The driver could come to insurance company A and get a 10 ruble discount there, and then go across the road to another insurer B and count on 30 rubles. This worked to the advantage of most drivers, who thus constantly changed their merits. At that time, third-party insurance agents were also popular, attracting experienced car owners and providing them with a 50% discount.

However, after this period, all companies were combined into a single database, which is now called the Russian Union of Auto Insurers (hereinafter referred to as RSA). And now, to find out all the information about the owner, you need a couple of mouse clicks. This situation did not greatly affect drivers who are careful road users, but it significantly shortened the escape routes for those who constantly get into trouble.

This is also important to know:
Sample of filling out a European protocol in case of an accident