Hanfa orders Generali Insurance to fix kasko claim irregularities

The Croatian Financial Services Supervisory Agency (Hanfa) has ordered Generali Insurance to implement a series of measures to improve its management and processing of kasko insurance claims. The directive follows the discovery of illegalities and irregularities in the processing and liquidation of claims.

Generali is required to introduce new or amended internal acts to regulate the receipt, processing, and liquidation of claims. These changes must ensure clear, proactive, and consistent communication with policyholders. Specifically, Hanfa has mandated that the company align inspection deadlines with existing insurance terms and establish precise procedures for the immediate payment of undisputed claim portions.

Additionally, the insurer must define procedures and timelines for cases where the validity or amount of a claim is disputed, ensuring compliance with the Law on Mandatory Relations. Hanfa has also requested that Generali provide reports proving that these corrective measures have been implemented. Generali maintains the right to appeal the decision.