Insurance Sector After Earthquake What Was The Most Complaints (2)

Insurance Sector After Earthquake / What Was The Most Complaints?

While the effects of the earthquakes in Kahramanmaraş, which were called the disaster of the century, continued, TCIP and housing insurance were among the most discussed topics. According to Complaintvar data, complaints in housing insurance increased by 23 percent in February. While the TCIP page in Complaintvar was viewed 67 thousand 531 times in the last 30 days, citizens living in the earthquake area complained about the lack of expertise and the inability to reach TCIP.

After the earthquakes in Kahramanmaraş, which caused great destruction, while Turkey continued to heal its wounds, the issues about citizens’ insurance against natural disasters came to the fore again. After the disaster, there was an increase in calls to make researches and get information about TCIP (Natural Catastrophe Insurance Institution) via Complaintvar. While the TCIP page on the platform was viewed 11 thousand 154 times last year, this number increased to 67 thousand 531 in the last 30 days. When the complaint issues of TCIP were examined, “incomplete or defective service” took the first place with a rate of 63 percent, while the other issues that citizens complained the most were personnel behavior (32 percent) and membership transactions (26 percent). Especially citizens living in the earthquake area complain about the lack of expertise and the inability to reach the institution.

Home insurance complaints increased by 23 percent

The solution platform, Complaintvar, also shared data on private housing and vehicle insurances. In the statement, complaints in housing insurance increased by 23 percent compared to February last year, while 37,180 individual users visited the platform in the relevant category. In February, 271 complaints were received regarding housing insurance. While the number of complaints about vehicle insurances reached the platform in the specified period, 405, 40,898 individual users searched for automobile insurance on the platform. The fact that the companies do not comply with the contract articles was the subject of the most complaints about private housing insurance. Personnel behavior and problems related to unfair collection-returns were the other issues that were complained about. Personnel behavior was the most common complaint of citizens regarding private vehicle insurance, while other issues such as expert-report, wrong and incomplete information, pert, replacement vehicle were mentioned.

Some of the complaints about TCIP received by Complaintvar are listed as follows:

We understand the density but we can’t wait on the street

“On 09.02.2023, I created a file for damage assessment from line 125. Despite the appointment of an expert, there has been no incoming or outgoing for 11 days, we can understand the intensity, but we cannot wait in front of the building every day. We can’t get our stuff, we want it to be concluded as soon as possible.”

I have not been able to reach the authorities for 10 days

“Although I have called 125 customer services for almost 10 days, I am saddened that I have not been contacted. I have created a file with TR identity information for the flat that was damaged in the earthquake disaster, but no one has been interested yet. My flat is uninhabitable. I hope DASK insurance company comes to check. I can’t sit in my apartment right now, unfortunately we are outside.”

The deposit amount has not been increased

“DASK has not increased the collateral increase amount. It says it should be applied as 640 thousand TL in all building types as of 25 November 2022, but in the policy issued on 01.01.2023, the amount was calculated over the old tariff. 256 thousand defects… Why is this increase not reflected in the new policy? I also opened a damage file due to the earthquake that took place on 06.02.2023. Children are always elsewhere. We can’t get in, we can’t intervene in our house. It has been about 15 days and no expert appointment has been made yet. When I call 125, no one answers the phone. We are looking for insurance. They say “call DASK”. Everyone is throwing the ball to each other in some way, but they are very slow and uninterested in relieving people’s grievances. When it comes to giving a housing loan, an appraiser is appointed within 2 days. Please remove our grievance now.”

No insurance, no agency

“Our house, which was destroyed in Antep Islahiye, has TCIP, but the relevant agency is not there. We call customer service, it redirects elsewhere. It directs to Adana region, the regional directorate does not answer the phone. How can the customer service not answer the phone, we need an urgent return, otherwise we will be sued.”

Insurance Sector After Earthquake What Was The Most Complaints (1)

Some of the complaints about private housing insurance in Complaintvar:

I’m waiting for DASK result

“My house was heavily damaged in Afşin Elbistan region. Its walls were demolished all over. My house has home insurance. I call the insurance company and they say, ‘We cannot open a file before the DASK result of your house’. In my housing insurance, there are many guarantees such as ‘housing assistance’. Well, I want to take advantage of these rights, but they ignore it. We can’t get our rights, we will complain to all sides. If necessary, we will go to court.”

I’m waiting for DASK result

“My house was heavily damaged in Afşin Elbistan region. Its walls were demolished all over. My house has home insurance. I call the insurance company and they say, ‘We cannot open a file before the DASK result of your house’. In my housing insurance, there are many guarantees such as ‘housing assistance’. Well, I want to take advantage of these rights, but they ignore it. We can’t get our rights, we will complain to all sides. If necessary, we will go to court.”

Earthquake hit, but don’t hit it

“In my policy, 50 TL collateral was written on the goods and contents without my knowledge. There is no human hand to write everything a new 3+1 for 50 TL. What is the value of writing 50 TL for the goods and contents that total at least 500 thousand TL with an annual premium of 748 TL? I think 248 thousand TL, they have guaranteed the work in detail. I hope I didn’t get insurance for nothing. In addition, the earthquake building guarantee was written as 75 thousand TL. It seems that the security fees written for a new 150 m² flat cannot be explained with reason. The building is heavily damaged. While opening the file, the officer said ‘wait for the appraiser’ before approaching the house. There were thousands of aftershocks and separate earthquakes until the expert arrived. Entrance to the buildings is prohibited. If there are only three or five items left intact, we can’t even go in and look at them. The earthquake struck, but you should not. Everything inside, including the house, is gone. The remaining debt of the house is over 100 thousand, we lost everything, I hope you will not leave it in debt.”

Wreck removal payment is not made even though it is in my policy

“I have private home insurance. My house was damaged in the earthquake. Due to the earthquake, I reached them for a damage report. There are many coverages in my policy such as earthquake, fire, flood, isolation, debris removal, change of residence. I want to move my house, remove the debris and get it renovated. They told me that although there is a coverage of approximately 27 thousand TL in my policy for temporary residence change and debris removal, they could not provide coverage for these titles. When I asked the reason, they said that they did not cover the change of residence and debris removal due to the earthquake. But my policy does not say earthquake excluded. He also says that if your house was on fire or flooded, we would pay. I paid you for these days for 6 years. I need you today, but you refuse like a joke. My right is not halal to you.”

If you won’t be with us in the earthquake, when will you be?

“I registered 3 times for my home insured house in Hatay. Even though our related teams said they will call you, still no one has returned. I don’t know if they are waiting for the legal process to pass. If you won’t be with us in such an earthquake, when will you be, get the money, get the insurance, then get dusty.”

The house, the belongings are already gone, and we are dealing with the injustice of the insurance company.

“I took out home insurance for my house. Look, I’m not talking about TCIP, this is private house insurance… I live in Malatya and I was damaged by the earthquake. The walls of the house collapsed. I would like to benefit from the Debris Removal Clause within the scope of the insurance. However, the insurance company made a statement excluding the earthquake. I read the entire policy. There was absolutely no distinction made regarding the earthquake, the house, bark and belongings were already gone, and we are dealing with the injustice of the insurance company.”

Some of the complaints that have been received by Complaintvar recently regarding private vehicle insurances are listed as follows:

Why did we pay for this insurance?

“I had an insurance cover for the vehicle I bought new 15 days ago. The vehicle was in the earthquake zone, it fell on bricks and claws. Since they did not provide towing service, we took it out with our own means. They didn’t give a replacement vehicle either. They offered the excuse of being an earthquake zone. We brought the vehicle to Ankara. An appraiser was appointed immediately, and he inspected the vehicle without our knowledge. We reported our financial and psychological situation and said that we did not want to get into this vehicle. However, they did not help in any way and turned us away. Why did we pay for this insurance? If they won’t be with earthquake survivors like us today, when will they be?”

They didn’t send the tow truck for 12 days

“I live in Hatay Iskenderun. My vehicle does not work since the day of the earthquake and since the services are not working in the region, I wanted to request a tow truck and send it to the nearest service in Adana. They say it will be attractive every day for 12 days, it doesn’t. I say ‘I’ll find it’, they don’t accept. They hurt us a lot. We cannot tow our vehicle to the service in the earthquake zone. I want the insurance company to be examined by the necessary authorities.”

Insurance company gives 1500 TL for 13000 TL towing service

“I was caught in an earthquake with my wife and 2 children in Hatay, our house became unusable. My vehicle registered in my name is insured. My vehicle does not work and when I want to benefit from the towing service, which is included in the insurance service, “OHAL has been declared, the state has seized the tow trucks, so we cannot send a tow truck. Instead, they said, ‘We can give you 1500 TL including VAT’. At the moment, they want 13,000 TL from me as towing service fee. In this case, I am the victim, either to take advantage of the towing service within the motor insurance or to request the payment of 13,000 TL, which is the towing price.”

It hurt me so much

“I am a healthcare worker. On the way to the earthquake zone, my vehicle broke down and I called my insurance company. They said that in this particular case they could not give me a replacement vehicle. Thank you for your help. It’s a shame, it really hurt me. I thought the motor insurance company would be more helpful to us in this special and important situation.”

The response I got while waiting for support was disappointing

“I live in Hatay/Antakya, I am an earthquake victim. I’ve had insurance for my vehicle for 7 years and I’ve never used it. My car was damaged due to the earthquake. I could barely reach him by phone, I was kept on hold for minutes. Since it is an earthquake zone, they cannot provide tow trucks or substitute vehicles. I came to Adana with my family with a damaged vehicle, I called again. The answer given is that my car insurance gives a spare vehicle in case of accident or breakdown. It doesn’t cover earthquake damage. We are grateful that we saved our lives in the earthquake, our house is gone, everything is gone, and the answer I got is disappointment while waiting for support. I will never work with you again.”


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