Insurance Consumer Bill of Rights

1. Rights as a Sugese User

As a user of the Superintendencia General de Seguros (Sugese), you have the right to:

  • Receive a timely response: Get a reply to your requests and claims within a maximum of thirty calendar days.
  • Receive fair treatment: Be treated equally, with dignity and respect.
  • Access public information: Obtain public information free of charge, except only for reproduction costs.
  • Know the status of your proceedings: Check the progress of your requests, complaints and reports, and know the identity of the official responsible for them.
  • Multiple service channels: Have access to services in person, online or by phone.
  • Demand transparency: Require clarity and openness in all procedures.
  • Guidance on the market: Request public information relevant to consumers and receive guidance about the insurance market and its participants.

  • Financial education: Have access to education and information on the appropriate use of insurance market products and services.

     

2. Rights Before Insurers and Insurance Intermediaries

In your relationship with insurers and intermediaries, you have the following rights:

  • Economic protection: The right to have your legitimate economic interests safeguarded.
  • Freedom of choice: The right to freely choose among insurers, intermediaries, products and ancillary services, as provided in the contract.
  • Truthful information: The right to obtain adequate, clear and reliable information, both before and after purchasing.
  • Non-discriminatory treatment: The right to receive fair and equitable service.
  • Favorable interpretation: In case of doubt about the interpretation of the principles established by law, the option most favorable to the consumer shall always prevail.
  • Prompt and reasoned service: The right to a timely, reasoned and written response to your claims, complaints and petitions, within a period of no more than thirty calendar days.

  • Data protection: The right to the confidentiality and safekeeping of your personal data.

     

3. Bodies for Enforcing Your Rights

If you believe your rights as an insurance consumer have been violated, you may file your claim or complaint in writing, through the available channels, with the body of your choice and according to its competence:

  1. The Insurer: First file your claim with the consumer rights protection office designated by the insurer involved.
  2. Superintendencia General de Seguros (Sugese): Once the direct route with the insurer has been exhausted, and if the claim persists, you may submit the complaint form to Sugese. It must be sent duly signed or transmitted electronically with a digital signature (the form is available for download at www.sugese.fi.cr).

  3. Other Legal Channels: Go directly to the Comisión Nacional del Consumidor of the Ministerio de Economía, Industria y Comercio (MEIC), to the Courts of Justice, or use the established alternative dispute resolution mechanisms.

     

4. Our Commitment

Sugese is committed to:

  • Investigate and respond: Look into the facts that gave rise to the claim and respond to inquiries and reports filed against supervised entities.

  • Provide formal explanations: Deliver written justifications in response to formal complaints filed against the service provided by Sugese itself.

     

5. Recommendations for Your Proceedings

To ensure efficient handling, we suggest:

  • Respect: Treat the official assisting you with courtesy and respect.
  • Clarity: Present your request, report or inquiry clearly and precisely.
  • Truthfulness: Provide complete, reliable and up-to-date information.
  • Compliance: Learn about the procedures and meet the deadlines established for each proceeding.

  • Document safekeeping: Keep the documents issued by the insurer, the intermediary or Sugese in good condition and do not alter them.

     

6. Superintendency Contact Information

  • Location: San José, Barrio Tournón, Edificio ODM – Banco Central de Costa Rica, Avenidas 13 y 17, Calle 3a.
  • Switchboard: +(506) 2243-4848
  • Fax: +(506) 2243-5151
  • Business hours: Monday to Friday, 9:00 a.m. to 5:00 p.m.
  • Website: www.sugese.fi.cr
  • Email: sugese@sugese.fi.cr

Pursuant to Superintendent's resolution SGS-DES-A-031-2014.