Sending opinions after the 7th session of the 15th National Assembly, Nghe An voters reflected that the sale of motorbike insurance is widespread and the compensation payment procedures are very difficult and complicated, with very few cases being paid when an insurance event occurs.
Voters recommend simplifying the procedures for compensation for motor vehicle civil liability insurance, and at the same time, finding solutions to prevent the current widespread sale of insurance certificates.
Responding to this issue, the Ministry of Finance said that on September 6, 2023, the Government issued Decree No. 67/2023/ND-CP on compulsory insurance, including compulsory civil liability insurance of motor vehicle owners.
Accordingly, the insurance certificate must include the name, address, and hotline number of the insurance company.
Decree No. 67/2023/ND-CP has provisions on the responsibility of insurance companies to resolve customer benefits as follows:
A 24/7 hotline must be established and maintained to promptly receive accident information, provide guidance, and answer questions for vehicle owners. Calls to the hotline must be recorded to ensure vehicle owners' rights.
Upon receiving notification of an accident, within 1 hour, the vehicle owner must be instructed on the documents and procedures for claiming compensation. Within 24 hours, the damage assessment organization must determine the cause and extent of the loss as a basis for settling insurance compensation.
Within 3 working days from the date of receiving the vehicle owner's notification of the accident, the insurance company must make an advance payment for compensation for damage to health and life, even in cases where it has not been determined that the accident is within the scope of compensation for damages.
Collect insurance claim documents including relevant documents from the police and appraisal records.
Strengthening the application of information technology in settling insurance claims for motorbikes.
Recently, the Ministry of Finance has sent many documents to insurance companies to rectify compulsory insurance.
Authorities should pay attention to issues such as maintaining hotline operations to promptly receive accident information, provide advice and answers to vehicle owners and insured persons.
The Ministry of Finance checks and reviews calls to the hotline related to complaints and compensation requests for motorbike owners to find solutions to assign staff to receive and process information about customer complaints and compensation requests, ensuring proper guidance in accordance with legal regulations and quick and timely compensation settlement.
The authorities require quick and timely assessment of compensation, insurance compensation, and advance insurance compensation for vehicle owners and insured persons in accordance with regulations.
Thoroughly implement the policy of only collecting police documents in fatal accidents.
In the coming time, the Ministry of Finance will continue to coordinate with insurance associations, insurance companies and relevant agencies to promote and disseminate the role, meaning and content of this type of insurance so that people as well as motor vehicle owners can better understand insurance benefits, insured risks when an insurance event occurs, how to contact and request compensation from insurance companies (currently, insurance companies must print hotline numbers and instructions on the Insurance Certificate).
The Ministry of Finance will coordinate with relevant agencies to continue researching and simplifying procedures and records for insurance compensation and humanitarian aid payments, ensuring that insurance compensation is carried out quickly and in accordance with regulations, avoiding insurance fraud, and actively contributing to the implementation of social security.
