82% of complaints are pointless? How Ukrainians sue insurers for their own carelessness

Disputes with insurance companies often arise out of nowhere. The problem lies in the complex language of documents and the lack of live communication. Find out what drivers and insurers really argue about and how direct repairs under motor third-party liability insurance save both parties a lot of stress

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In 2025, the number of justified complaints against insurance companies in Ukraine decreased significantly. According to a report by the National Bank of Ukraine, the lion's share of customer dissatisfaction is not related to fraud or violations on the part of companies, but to the complexity of legal formulations and communication shortcomings. This is stated by experts from the Insurance Business Association (IBA) after analysing the results of the insurance sector's performance.

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Key figures for insurers in 2025

Despite the challenges of wartime, the insurance sector is demonstrating stability and improving service standards. NBU statistics show the following:

▪️ The NBU processed a total of 28,440 written appeals in 2025 for all financial services.

▪️ 1,473 appeals (about 5%) concerned the activities of insurers.

▪️ 17.9% of complaints involved actual violations of the law by insurance companies (for comparison: in 2024, this figure was 30%).

Payment issues remain among the most common reasons for complaints: 716 complaints were received due to non-payment of compensation, and another 508 due to incomplete payment.

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Why are there conflicts if there are fewer violations?

The ASB explains that customers often do not fully understand the terms of the contract. Complex wording, lack of explanations when signing the agreement, and misunderstanding of calculation algorithms (for example, legal accounting for wear and tear of parts) create a false impression in the consumer that their rights have been violated. Although de facto and de jure, the insurer acts exclusively within the framework of the law.

"The 2025 figures demonstrate the phenomenal ability of Ukrainian insurance to raise customer service standards even during wartime. Over the course of the year, insurance companies (excluding medical insurance) made more than 540,000 payments. At the same time, the complaint rate was a meagre 0.25%," notes ASB CEO Vyacheslav Chernyakhovsky.

According to him, this figure is significantly better than in the markets of the world's leading countries, where the complaint rate usually fluctuates between 0.5 and 1%.

Motor insurance reform is yielding results

Particular progress was made in 2025 in the area of compulsory motor insurance (CMI). This was made possible by the introduction of a new law.

The old, often controversial system of payments ‘based on expert opinion’ was replaced by direct compensation — now cars are simply repaired at service stations. This instantly eased tensions among drivers: out of 150,900 payments made under CMTPL, the Motor (Transport) Insurance Bureau of Ukraine received only 478 complaints. Last year, there were 740 complaints during the same period.

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Reminder! Ukrainian legislation provides for two different mechanisms for prohibiting the driving of vehicles: restriction and deprivation of driving rights. They differ in terms of grounds, procedure and consequences for the driver. Learn more about how each of these mechanisms works and what penalties apply for violating the prohibition.

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