We are testing e-OSAGO. How to insure yourself without special stages and queues and bypass all the pitfalls?

In previous years, motorists had complaints about the OSAGO system, but now a new serious problem has arisen: in many regions it has become generally difficult to issue a policy, insurance companies have announced a boycott to motorists. Clients have to queue up at the insurer's office from the night or hustle in queues all day: somewhere they point to the shortage of forms, somewhere they work according to the principle "there are many of you - I am alone." “The number of regions where there are problems with the availability of CMTPL policies has more than quadrupled since the beginning of the year, to 26,” said Igor Zhuk, director of the insurance market department of the Central Bank of the Russian Federation, in early December.

In “problem” regions, there are no queues only in those offices where many “special stages” are imposed, and insurers' appetites have grown: where a year ago they asked for a thousand rubles from above, now they ask from three to six. As before, the easiest way is to pay an agent or broker, but they, taking advantage of the trouble of motorists, immediately inflated their commissions. All these difficulties, in theory, are deprived of the e-OSAGO system - the independent registration of policies online - but, as we found out, there are many problems with this method. Civilized methods of customer service have not yet taken root in our auto insurance system.

The Droma correspondent tried to issue e-OSAGO on all 18 sites that are mentioned in the list of members of the Russian Union of Insurers (RSA), which issue electronic car insurance (at the time of publication of the article, their number increased to 25). In most cases, there were failures or unmotivated refusals. And as it turned out, insurers are in no hurry to rectify the situation: for some time now it has become more profitable for them to spit and go to another insurer or broker.

In this article we will tell you about all the pitfalls when applying for compulsory motor third party liability insurance, and how we still managed to get insured without "special stages" and queues - through the online system. Let's figure out the reasons why insurers put spokes in our wheels. Our instructions will be useful to every motorist who has problems when trying to issue a policy online, and to those who are faced with the imposition of "special stages" when contacting offices.

Electronic OSAGO: we go through all the circles of hell

We started this test at the end of November, and it immediately became clear that it would take several weeks. When you are consistently denied by 18 companies, figuring out the reasons is a long agony. After unsuccessful attempts, you should try to resolve the issue through support services. They offer to go to the site through another browser or wait for the end of certain technical work, re-enter the site tomorrow. And you fill in dozens of lines from time to time ...

Test conditions

For the experiment, we chose a four-year-old Renault Duster (135 hp). The policy required to include three drivers over 22 years old, with more than three years of experience and long experience of accident-free driving (13 years). Thus, our task was to get a policy with all existing discounts for age, length of service and trouble-free operation. The owner's registration region is the city of Saratov. This is another nuance that we needed to check. From the comments on the forums, we knew in advance that the sites of many insurance companies can easily issue an electronic policy for a resident of Moscow, St. Petersburg and several other regions where it is profitable for the insurer to work. When you submit an application from a "problematic" region, you get a refusal. And here you can legally find fault: formally, the insurer does not refuse you, but offers to contact the office. But nobody cares that the office may be located only in Moscow. For example, Tinkoff Insurance has one office across the country, and residents of other regions are offered to operate online. Vicious circle.

So, the sites were supposed to provide us with the opportunity to insure at a rate of 3834.84 rubles. up to RUB 4612.16 This plug is allowed by the legislation on OSAGO. Any motorist can check the correctness of the insurer's calculations through the official calculator on the PCA website.

The very first attempts to calculate the cost of the policy on several sites discouraged: they all issued an amount of about 9,000 rubles. It became clear that the bonus-malus coefficient (BMR), which is a discount for accident-free driving, was incorrectly determined for one or several drivers. The correct discount was supposed to be 50% (coefficient 0.5), but in fact, a 5% discount (coefficient 0.95) was used in the calculations. The fact is that the sites take this coefficient from the PCA database (and therefore from the previous policy), and it turned out that in our case, erroneous information was entered into the system for all three drivers. Many people are faced with this! In previous years, it was not very easy to prove that there was a mistake in the old policy, but already a year ago the PCA introduced a simplified procedure for correcting such errors.

It is enough to submit an application to the insurer who issued the previous policy (often this can be done through the official website of the insurance company), and the changes will be made to the PCA database. BUT! It is important to have time to do this before the previous policy expires. Otherwise, it will still not work to issue a policy online with the correct discounts. You will have to contact the office of the company where you want to issue a new policy, and conclude an agreement with the KBM, which in fact is issued by the PCA base, and then write a statement with a request to revise the KBM.

We submitted an application on the website of the previous insurer (in our case, Rosgosstrakh) on Saturday afternoon and on Sunday morning a confirmation that the correction had been made was sent to our e-mail. Note that the insurer can formally consider such an application for up to 30 days, but it seems that in obvious cases no one puts unnecessary obstacles. In this case, the insurer worked like a clock.

From that moment on, on all sites, we received a calculation for the correct amount - 4612.16 rubles. (or slightly less within the limits of the permissible fork). But then our main misadventures began ...

Another common problem: the site “does not know” such a car model. Owners of rare cars are faced with this. However, even recently there were problems even with Lada Vesta. In such a situation, there are no options: you have to go to the insurer's office.

At the next stage of filling out an electronic application, all 18 sites began to give us a variety of errors. Entering the same data on the sites, we found 9 (!) Different types of refusals and other obstacles for the client in the very structure of the sites. Let's summarize this in a table for simplicity.

* Testing was conducted by us from November 23 to December 14, 2016. The situation with each individual site in question can change on any day - at the request of the company. But the general problems in the online insurance market, revealed by us in the course of our research, have remained unchanged for more than a year and, according to our forecasts, will remain in 2017.

At this stage, we realized that most of the sites are not helpers for us, but several online services seem to still work, we just need to find an approach to them. Out of 18 sites, we eliminated 13 that deliberately refuse or do not work, and continued testing the remaining five, which showed some promise: AlfaStrakhovanie, VSK, Ingosstrakh, RESO-Garantia, Tinkoff Insurance and HOSKA. Although some of them crashed without giving any reason, support services assured us that the services were not experiencing any system problems: the problem was in the data we provided. And dances with tambourines began. They ended successfully, but, we admit, this path is not for everyone.

Instruction. How to proceed if you want to repeat our path

It is important to understand that when you try to issue an electronic OSAGO policy, the system does not take your word for anything, but verifies all the information entered with certain databases. And this is not the base of the traffic police. The main source of data about you is what was transferred to the PCA during the previous insurance period. We are talking about the mass of information that is not even reflected on the OSAGO form itself, but at the same time they are contained in the database. Errors in previous data are a very common occurrence, which motorists did not even imagine before the introduction of e-CMTPL, but there is enough evidence of this on the forums. It should be noted that when you draw up a paper policy, there are no such problems: you provide original documents or photocopies, and an employee of the insurance company has the right to be guided by them, regardless of minor inconsistencies with the databases (he does not need to check them when the documents are in hands). The system trusts the insurer. And when the client is one-on-one with the system, the slightest discrepancy is the reason for refusal or failure.

When entering the same data, the AlfaStrakhovanie website gives an error, RESO-Garantia hangs at the stage of saving the policy, and Liberty Insurance simply does not offer some online services for a number of regions

We began to look for what was wrong in the data we entered (the documents are in order!). Here you can use some tips. For example, the websites of VSK and Ingosstrakh directly informed us of errors in the data on drivers, and to someone else they may indicate a discrepancy in the car. Oddly enough, this is a very common situation, and many on the forums advise not to give up in such a case: you need to try to understand what exactly does not match between the actual documents and the database. If you, filling out an application, guess exactly how the information is recorded in the databases, then you will be able to issue a policy online. Sometimes you can guess!

Let's say right away: formally, the client should not do this, and we cannot recommend our readers to indicate deliberately erroneous data in the insurance application, even if they coincide with the PCA base, but do not coincide with the real documents - your rights, passport or Title and STS. But here customers have the opportunity to use one trick! The policy, drawn up with minor errors, can then be officially corrected and thus "legalized", the insurance company will not mind! We will tell you how to do it.

If you indicated incorrect data, they were checked by the PCA and the cost of the policy turned out to be less than it should be, then you should contact the office for corrections without fail! Otherwise, the insurance company may recourse to collect from the client the entire payment to the victim (if an insured event occurs) or the difference between the "normal price" and "understated" (if there are no payments).

First, resourceful clients “break through” the most common mistakes like these: instead of the PTS number they indicate STS or, if a citizen has changed his driver's license several times, instead of the date of issue of the first “rights”, enter the date of one of the following driver's licenses (these data are indicated on the VU). And oddly enough, it often works!

And here we were lucky: we managed to guess that the previous insurer had confused the dates of issuance of the first driver's licenses! Moreover, this did not affect the calculation of the cost in our case. A couple of clicks, payment by card, and ten minutes later, a policy in PDF format and related documents (an accident notification form, insurance rules, etc.) came to the e-mail. The policy itself can be printed out and taken with you for convenience - insurers recommend this. Although, strictly speaking, this is not necessary: ​​the traffic police officers were instructed to check the data on the electronic OSAGO through the PCA database. Just in case, you should write down only the policy number.

And the wrong dates of issuance of rights are trifles? .. On the policy itself, they are not even indicated ... But no, we decided to act according to the law. The insurance contract and information in the database must be corrected. And this still requires a visit to the insurer's office, but there are high chances that everything will go relatively quickly. Amendments to existing contracts, as a rule, are handled by individual employees, and the queues for them are very small (if at all). And so it turned out in our case.

True, at first the employees of the insurance company looked at us with round eyes. Like, in our case, the error is completely insignificant - it did not affect the price of the policy, the KBM is correct, what else do you want? But since we arrived at the office and provided documents confirming that there was an error in the PCA database, please be so kind to fix it. With obvious displeasure, the employee of the insurance company began digging through the database, calling the head office in Moscow. Obviously, she did all this for the first time in her life. But she did it.

Test results

We will not name which site from the final five in our case allowed us to use this trick. These "dances with tambourines" work for each client individually, depending on what exactly is the data mismatch. The fact is that on the websites of insurance companies, the filling forms are slightly different: someone allows you not to indicate the number of the diagnostic card of the vehicle inspection, and someone allows you to fill in less information about the car and the owner. And it is wrong to call the winner of this race “the best of the worst”. We will only repeat once again that the sites AlfaStrakhovanie, VSK, Ingosstrakh, RESO-Garantia, Tinkoff Insurance and HOSKA brought us the least difficulties. The "winner" is among them.

Note that even after we “caught” an error in the data and began to enter it exactly as in the database, it was still possible to reach the end only on one site (others were failing). So if your data in the database is correct, this does not mean that you will not have problems. Also, according to the results of the test, it turned out that the overwhelming majority of services are deliberately "buggy", and insurers benefit from this.

Since the electronic system is still so unfriendly to the client, it might be easier to act in the old fashioned way - to go to the office? If you can't get insurance online, then there is no other option. Therefore, in parallel with testing sites, we visited several offices of insurers in Saratov - one of the most "problematic" cities in terms of compulsory motor third party liability insurance.

Learn to humiliate yourself, or Why did insurers sabotage motorists?

In the Saratov office of Ingosstrakh, clients, as in the “best” Soviet years, lead the queue on their own, signing up on a piece of paper. On the floor there are similar sheets of paper with the names of the previous days. The entire line was pushed by the employees into a very cramped vestibule at the entrance - smaller than the kitchen in the "Khrushchev". Only two or three are allowed into the service hall. It is important for employees of an insurance company to work in a human environment. And what are the conditions for motorists - who cares? ..

At Ergo I was asked to leave a request and wait for a new batch of forms to arrive. "We were delighted" by the fact that it will take about a month to wait. In one of the insurance companies, an employee directly told me face to face: we don’t need you as a client. I just couldn't believe my ears. 13 years of trouble-free experience, tens of thousands of rubles spent on policies and only one payment in my favor in the amount of 6,000 rubles. for the fact that one lady accidentally scratched my rear bumper. And they don't need me?

It turned out that no one cares about these subtleties for a long time: no one runs after each client, they run from him - and at the very first stage of the contract execution. We do not even touch on the problems with receiving payments in this article, it is worth writing about it separately.

When news of a shortage of forms began to arrive from many cities in Russia this summer, most motorists in the country did not attach any importance to this. The situation coincided with the transition to a new sample of forms, and it seemed to many that the temporary mess would soon end. But the number of problem regions only began to grow.

As officially recognized in the Russian Union of Auto Insurers, serious difficulties with the availability of OSAGO arose in the Krasnodar Territory, Volgograd, Rostov, Murmansk, Chelyabinsk, Ivanovsk, Arkhangelsk, Nizhny Novgorod, Kirov, Ulyanovsk and Saratov regions, as well as in the republics of Tatarstan, Bashkortostan and North Ossetia. Especially for these regions, in the summer of 2016, they began to organize the so-called "single agent" system. Its essence is that you can come to certain insurers (the list is on the PCA website) and buy policies from any other insurers. It is curious that the choice is made by the lottery method. It is believed that in this situation the insurer will not create unnecessary queues and will not be able to impose "dopas", since in any case he sells other people's policies and is interested in selling as much as possible (he will not have to pay for the damage). Taking commissions from above is prohibited. True, in reality there are problems here too. We will return to them later.

On the question of why insurers began to arrange new difficulties for us, the deputy head of the Central Bank of Russia Vladimir Chistyukhin gave his answer on November 30. According to him, the current unprofitableness of OSAGO in a number of regions exceeds 100%. The culprits are called intermediary car lawyers, who, following the results of nine months, through the courts, earned about 9 billion rubles. on claims against insurers. This was the reason for a sharp increase in payments in OSAGO. For the first nine months of 2016, the total payments for car insurance amounted to 120 billion rubles. For comparison: 123 billion rubles were paid for the entire 2015.

The benefits in this business have disappeared, despite the fact that, under pressure from insurers, the state has raised rates by about half in recent years. The compulsory motor third party liability insurance system fell into a deep crisis.

In addition to the "cunning car lawyers", the insurers also blame the motorists themselves. They say that many of them began to cheat, registering non-existent accidents according to the European protocol (without the participation of the traffic police). Only it remains unclear why, due to problems with fraudsters, auto insurers began to violate the rights of knowingly law-abiding citizens. This is not at all the case when you can hang a sign on the office door: "We reserve the right to refuse to provide services to anyone without giving reasons." The insurer does not have such a right. Car insurance is mandatory: if a citizen has no legal reason not to insure, then the insurer has no legal reason to refuse him. We will not take into account the cases when the client deliberately wants to "throw" the company. This article is intended to help law-abiding citizens get insured.

How to defend your rights and demand a policy without "special stages" and many days of waiting

In theory, the motorist has a powerful tool of pressure on the insurer to unreasonably refuse to provide insurance. The law is on our side if the insurer claims that it is possible to insure only "by appointment", waiting for weeks for the policy forms to arrive. Or imposes additional insurance. But when we began to find out the real history of claims from motorists to insurers, the sad truth became clear: the law does not protect the consumer here well.

One of the drivers told us that in the Rosgosstrakh branch in the Leninsky district of Saratov, an employee forced him to buy dopas for 3000 rubles and explained it this way: “Understand, I didn’t come up with this, this is our“ safety cushion ”so as not to work for myself at a loss ". For such actions, an official and an organization face large fines under article 15.34.1 of the Code of Administrative Offenses of the Russian Federation "Unjustified refusal to conclude a public insurance contract or the imposition of additional services when concluding a compulsory insurance contract." An official should be fined in the amount of 20,000-50,000 rubles, and an organization for 100,000-300,000 rubles.

And literally a few weeks after the case that the Saratov citizen told us about, a similar situation was considered by the court. According to the media, the manager of the branch in the Leninsky district of Saratov was fined 20,000 rubles for unjustified refusal to conclude a public contract and the imposition of "special stages" in the amount of 6,000 rubles.

However, it is not easy to punish an insurer. In most cases, they try not to directly violate consumer rights, but take advantage of loopholes through which they can arrange something like an "Italian strike" for customers or mislead them. You rarely get a written refusal immediately, with which you can go to court. Most often, the insurer will offer to submit an application for execution of the OSAGO agreement and will say that it will consider it for up to 30 days, explaining that this period is not regulated by law at all. That is, an application for insurance will be accepted from you, and if you have enough patience, then in a month they may well take out insurance without "special stages". Then there is nothing to go to court with.

30 days of consideration of the application is deliberately misleading the client. In this regard, there is even a special memo from the lawyers of the "ConsultantPlus" system, which says: "The term for consideration by the insurer of an application for concluding an OSAGO agreement is not provided for by the current insurance legislation, however, the rules of professional activity for OSAGO insurers, approved by the PCA, provide for the obligation of an insurance organization to conclude an agreement OSAGO on the day of the client's request (if the vehicle is inspected - no later than 5 days from the date of the request). "

Even before the news of the court decision regarding the Rosgosstrakh employee appeared, we tried to act in a different way: through the official Rosgosstrakh website, we filed a complaint with the central office against the actions of the Saratov branch (describing a specific situation that the motorist told us about). The answer came on the same day and contained only a formal reply to the effect that there were no obligatory "special stages", it was a voluntary matter, they say. Nobody even wanted to consider the situation on its merits.

How will the situation change in the coming months?

If now only 25 companies are officially considered operators of electronic OSAGO, then after the New Year all insurers licensed to issue a motor third party liability will be required to start e-OSAGO on their websites. But here we do not advise you to flatter yourself strongly, since those who deliberately sabotage the sale of OSAGO (due to the fact that it is unprofitable for them to sell policies in certain regions) will continue to do so - the law, in fact, leaves them loopholes.

Problems with the availability of compulsory motor third party liability insurance is intended to solve the system of "single agent", which now operates in 14 Russian regions, but not everything is smooth with it. For example, in Saratov, this system was launched only on December 6, and at the time of writing the article, crazy queues persisted. The situation is so neglected that the influx of clients obviously exceeds the capabilities of insurers.

On the Internet, it is easy to find evidence of an entry in the queue for issuing an OSAGO policy. On the right are modest pieces of paper, which we have signed up for ...

So, we issued the policy, but the sediment, as they say, remained. In a "vodka" stall on the outskirts of a provincial village, today you will not find such disrespect for customers as in some offices of reputable insurance companies, which I managed to visit over the past two months. Early on, we all began to get used to the fact that big brands are trying to keep their brand, to create at least the appearance of high-quality service: everything quickly changed. It would seem that you brought them money and ask one thing: take it, please! After all, an OSAGO policy is required for motorists. Well be human ...