Zaštita potrošača usluga osiguranja i informaciona paradigma - odluka Narodne Banke Srbije o zaštiti prava i interesa korisnika usluga osiguranja

Abstract

Zaštita potrošača usluga osiguranja, kao tema koja sve više dobija na značaju i u našem pravu, bez sumnje se najviše odnosi na pružanje određenih informacija ugovaraču osiguranja pre zaključenja ili za vreme važenja ugovora. Nakon uvođenja navedene dužnosti Zakonom o osiguranju, Narodna banka Srbije donela je Odluku o načinu zaštite prava i interesa korisnika usluga osiguranja, kojom je precizirala sadržinu dužnosti informisanja. Pošto je teorijski obradila pravo potrošača na informisanje, autorka razmatra sadržinu Odluke. Prema mišljenju nadzornog tela izraženom u Odluci najznačajniji deo prava na informisanje predstavlja obaveštenje potrošača usluga osiguranja o pravu na prigovor. Autorka se ne slaže sa ovakvim pristupom, smatrajući da postoji niz drugih, jednako značajnih, informacija sa stanovišta zaštite prava potrošača na informisanu odluku. U radu su analizirane dve vrste prigovora: prigovor koji se podnosi protiv pružaoca usluge osiguranja (osiguravača, posrednika ili zastupnika osiguranja) i prigovor koji se podnosi Narodnoj banci Srbije. Analizom uslova za izjavljivanje, sadržine prigovora, obaveza potrošača u vezi sa izjavljivanjem, a posebno rokova u kojima se o njima mora odlučiti, autorka zaključuje da regulatorni okvir nije dovoljno podsticajan za korišćenje prigovora kao načina vansudskog rešavanja sporova iz osiguranja. Budući da je Odlukom uređeno i posredovanje u rešavanju sporova iz osiguranja, autorka se kritički izjašnjava prema načinu na koji je podzakonskim aktom regulisan ovaj uporednopravno značajan metod rasterećenja sudskog aparata. Autorki ne podržava koncentraciju ogromne moći u rukama Narodne banke Srbije, posebno nadležnosti u vezi sa institutima koji mogu ostvariti značajan učinak na prevenciju ili smanjenje sporova iz osiguranja. Budući da se već godinama zalaže za uvođenje alternativnih metoda rešavanja sporova iz osiguranja, na način kojim se uvažavaju sve specifičnosti posla osiguranja i potrošača usluga osiguranja, autorka smatra da je ovaj zadatak morao biti poveren nekoj drugoj instituciji, a ne Narodnoj banci Srbije.

Protection of consumers of insurance services, as a theme that is getting more important in our law, relates mostly on providing specific information to policyholder before the conclusion of insurance contract as well as during validity of insurance contract. After introduction of the mentioned duty by Law on insurance, National bank of Serbia has enacted Decision on how to protect rights and interests of consumers of insurance services, by which is specified the content of information duty. After theoretical explanation of the right of consumer to be informed, author considers the content of Decision. According to the opinion of the Supervising body, information about the right of consumer to complaint represents the most essential part of the right to be informed. Author does not agree with this approach. According to her opinion, there are a number of other information of the same importance from the point of view of protection of the right of consumer to make informed decision. Author deals with two types of complaint: complaint against the insurance professional (insurer, agent of insurance or broker of insurance) and complaint to the National bank of Serbia. After analysis of the conditions of submitting complaints, the content of complaints, obligation of consumers, and especially deadline of deciding on the complaint, author concludes that regulatory framework is not motivating to use complaint as a mode of out-of-court settlement of insurance disputes. Having in mind that Decision regulates mediation as a form of settlement of insurance disputes, author criticizes the way on which is regulated this important method of relief of jurisdictional system of resolving disputes. Author is against the concentration of huge powers in the hands of National bank of Serbia, especially competence in relation to institutes that could influence significantly on prevention of insurance disputes or decrease of insurance disputes. As she advocates during the years for the introduction of alternative resolution of insurance disputes, on the way that respects all specifics of contract of insurance as well as consumers of insurance services, author regards that this task is to be entrusted to another institution, not to National bank of Serbia.