Dutch insurers see overall decline in complaints despite rise in damage insurance issues

Dutch insurers received approximately 121,000 complaints in 2025, representing a 3.2% decrease compared to the previous year. According to data from 170 providers collected by the Netherlands Authority for the Financial Markets (AFM), the total number of complaints has been declining annually since 2022.

Despite the overall decrease, complaints regarding damage insurance rose by 5.1%, totaling 53,700 reports. A notable spike occurred in legal aid insurance, where complaints increased by 24.8%. The AFM stated it will engage with market participants to investigate the causes of this specific rise.

In contrast, complaints in other sectors fell. Health insurance accounted for the highest volume with 54,900 complaints, though this was a 6.8% decrease from the prior year. Life insurance complaints also dropped significantly by 16.6% to 12,600. Additionally, the average processing time for complaints improved, dropping from 19.4 days in 2024 to 15.5 days in 2025.