Chilean automotive insurance claims see rise in denials

According to a ranking by SERNAC, the refusal to pay out insurance claims was the primary cause of complaints regarding automotive insurance during the second half of 2025. The agency received a total of 2,172 complaints against automotive insurance companies, marking a 2.5% increase compared to the same period the previous year.

By volume, the five most complained-about general automotive insurance companies were BCI Seguros Generales (38.4%), HDI Seguros (27%), Zenit (7.5%), Zurich (5.8%), and Sura (5.7%).

Regarding the specific reasons for complaints, 39% involved the refusal to pay for an insured loss, which saw a 29% increase from the prior year. Other major issues included failure to comply with contracted conditions (12.5%), failure to reverse incorrect charges (9.7%), unjustified delays in technical service (7.6%), and defective repairs (5.9%).

In terms of resolution, 50.5% of complaints were resolved favorably by the companies, while 47.5% were not accepted, and 0.7% received no response.