This is also because they are the companies with the most clients. Despite the increase in complaints, insurers resolved 267 (75%) of the 358 complaints submitted during the first half of the year.
The number of customer complaints in the insurance and pension fund sector increased by 39% to 381 in the first half of 2025, compared to the same period last year when a total of 275 complaints were recorded, according to the report from the Angolan Insurance Regulatory and Supervisory Agency (ARSEG). Insurers received the highest number of complaints, around 358, while pension fund management entities received 23.
Despite the increase in complaints, insurers concluded 267 of the 358 submitted during the first semester, leaving only 91 unresolved. In other words, companies resolved 75% of the complaints, reflecting the efficiency of insurance companies in addressing their clients’ concerns.
Regarding the figures of each of the main insurers, it is noted that those with greater activity also have more complaints. ENSA continues to record the highest number, with a total of 92 complaints, followed by NOSSA with 60, GLOBAL with 45, SANLAM ALLIANZ with 38, and PROTEJA with 32 complaints. This ranking also reflects the number of clients each company has.
It is also worth noting that ALIANÇA, PREFIRA, and UNISAÚDE did not report any complaints during the period under review. Meanwhile, BIC Seguros, Tranquilidade, SOL Seguros, SUPER Seguros, LIBERTY & TREVO, and VIVA Seguros handled and closed 100% of their complaints.
On the other hand, the automotive branch, being the business segment with the greatest “flow,” recorded the highest number of complaints with 160 cases, followed by the health branch with 111, personal accidents with 72, life insurance with 4, and other branches with 11.
As for pension funds, 15 out of 23 cases (65%) were concluded, with most complaints relating to closed funds. The reasons varied, ranging from delays in processing cases, poor communication, eligibility for survivor pensions, and late pension payments. ENSA was the pension fund company with the highest number of complaints, 10, followed by Sonangol Vida, Fund Management, and NOSSA, each with 3 complaints.
ARSEG, as the market’s regulatory authority, also plays the role of mediating conflicts when clients cannot find solutions with insurers. The number of clients requesting the regulator’s intervention rose 55% to 75. The regulator explained that this increase “is due to inadequate management in handling claims by supervised entities, notably delays in processing complaints, poor communication — that is, a lack of updates to complainants regarding procedures — and lack of clarity about contract terms, as well as failures to pay compensation and dissatisfaction arising from claim rejections.”
According to the regulator, ARSEG’s interventions were mainly motivated by delays in claim settlements, refusal of liability for claims, contractual breaches in reinsurance contracts, delays in reimbursing expenses, poor communication, and refusal to reimburse contributions.
Expansão , 09/10/2025
