The vast majority of claims are handled routinely through the insurer's own channels – and that's exactly how it should be: it's the fastest route. The broker's role begins where routine ends: in stalled, circling, or disputed cases. This article describes precisely when and how I step in – and what you can do in the meantime.
- The primary route is the insurer's customer service and portal – most cases close there smoothly.
- The broker steps in when a case stalls, circles without justification, or becomes disputed – helping where they can, with full knowledge of the case.
- In a dispute, the complaint route is also available: a complaint to the insurer, followed by the supervisory and arbitration forums.
What counts as a stalled or disputed case?
- Repeated, contradictory, or incomprehensible rounds of requests for missing documents.
- Silence with no explanation: the status of the case doesn't meaningfully change, and follow-up questions get vague answers.
- A partial or rejecting decision whose justification is questionable in light of the policy terms.
- A dispute over interpretation: the parties read a point in the policy terms differently – an exclusion, a waiting period, a definition: the typical territory.
How do I help in these cases?
First, reconstructing the case: what was submitted, when, and what response came back – which is why it's important to keep a record of every submission. Next, a structured reopening of the case with the insurer: precise questions, referencing the relevant points in the policy terms. In my experience, a significant share of cases get resolved at this stage – a question asked in professional language is harder to answer with a vague non-answer. I make no promise about the outcome; what I try to do is make sure the client isn't left alone, and that the case doesn't go without a response.
If the dispute remains: the formal channels
The escalation path: a written complaint to the insurer (with a mandatory response deadline) → the consumer-protection route via the National Bank of Hungary (the MNB), or proceedings before the Financial Arbitration Board → ultimately, the courts. Choosing the right forum depends on the situation – and here too, I stand by the client's side: helping prepare submissions and organize the documentation. Most cases, however, are resolved well before reaching this stage.
And what's worth the most: prevention
Many disputes are actually decided when the policy is taken out: an accurate declaration, clearly understood exclusions, a properly set-up beneficiary designation, and a well-informed family: the to-do list. My job is to make sure all of this is in order when you sign – so that you never actually need this article.
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