2025: minder klachten bij verzekeraars, wel stijging bij schadeverzekeringen

RegCanary interpretation

This is RegCanary analysis, not source text. Check material statements against the original publication.

The AFM's annual complaints data for 2025 shows a continued overall decline in insurance complaints, with faster average resolution times. However, the increase in complaints within the property & casualty (schadeverzekeringen) segment is a notable exception that demands attention. For compliance teams at insurers, this signals that while general conduct and complaints-handling practices are improving, specific product lines may be experiencing customer friction. The key action is to conduct a granular review of P&C complaint drivers—such as claims handling delays, coverage disputes, or policy communication gaps—and compare internal data against this industry trend. Firms that already hold enhanced complaint data analytics capabilities can use these findings to benchmark performance and identify early warning indicators before regulatory concerns escalate. The AFM's data-uitvraag also reinforces that speed of complaint resolution is a supervisory priority; maintaining or improving average handling times is essential. Compliance teams should ensure that management information on complaints is accurate, timely, and board-visible, and that any remediation plans for P&C are documented and monitored. With no new rules introduced, the immediate pressure is on self-assessment and proactive improvement rather than implementation of new requirements. Insurers that can demonstrate robust complaint handling and a clear response to this emerging trend will be better positioned in future supervisory reviews and may gain a competitive advantage through improved customer trust.

RegCanary impact assessment

RegCanary impact score: 3/10