ROMANIAN INDEPENDENTMOTOR SERVICES ASSOCIATION____________________________

1

SERVICE UNITS

INSURER

INSURED

• Approximately 10% of the mandatory insurance clients in Romania are registering damages

• In 2012, the annual payment on mandatory insurance segment was of approximately 100 euro

• The average auto damage is of approximately 1100 euro

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2

High incidence of traffic accidents

A lot of insurance companies understate the cost of repairs granted to their clients .

There are insurance companies in Romania, with important market share on mandatory insurance segment, which pay between 75-25% of the repair costs calculated by the auto service.

The percentage granted as compensation is calculated freely by the insurance company, based on the service unit cost estimations.

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3

The insurance companies understate the cost of repairs granted to their clients

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4

Standard collaboration agreement between an insurance company and a service unit

a) Dacia and all other brands, 0-4 years old, the components price is 75% of Audatex

b) Dacia and all other brands, 4-8 years old, the components price is 50% of Audatex

c) Dacia and all other brands, >8 years, The components price is 25% of Audatex

90 days is the term by which the

insurance company is legally deferring payment

of damages.

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5

Abusive investigation of claim files

How can one insurance company in Romania have an incidence of 50 to 60% cases of suspected fraud, while other insurance companies have an incidence of approx. 10%?

Simple: this way, the insurance company is legally delaying compensation payments.

55%45%

Abusive inves-tigation of claim files for 90 days

Regular term of investiga-tion

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6

Reducing the repair costs

No institution verifies if the claim inspectors of the insurance companies have:• Technical studies in auto field• Practical experience carried out in a service unit

IMPORTANT!

There is the pressure made by the insurance company management to reduce repair costs, under penalty of salary reduction of the employee, if these costs exceed an average value established by management.

With how much objectivity and accuracy the compensation costs will be calculated?

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7

Competition Council’s Report

According to the report issued by the Competition Council, page 102:

“Regarding the relationship with insurance companies on whether they were denied the payment of damages when they use a service unit that is not on its list of approved repairers, 41% say yes in case of mandatory insurance and 32% in case of optional insurance”.

So, different situations, but a surprisingly large number of insurers that have had problems because they didn’t went to a car service unit recommended by the insurance company.

41%

59%

RCA insured who were denied payment

RCA insured compensated

32%

68%

CASCO insured who were de-nied payment

CASCO insured compensated

Service units have two options:• They accept the

situation and sign the agreement under the conditions imposed by the insurance company, even if the contract affects the interests of their client insured at that insurance company

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8

Service units position

• 10% of repair services do not accept the conditions imposed by the insurance company and this way ensure the quality of repairs, but will have decreased workload, and will often face the situation where they have to sue the client and / or insurance company for full payment or partial payment of their claims

90%

10%Acceptance of the insurance com-panies condition

Service units that don't accept the insurance com-panies conditions

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9

The insurance market

The insurance market in Romania is in an extremely difficult situation because:• The entire insurance market has a grey

reputation among insured’s, insurance companies losing their most precious element: CUSTOMER TRUST

• Next month will be founded a new institution to supervise the insurance market

• Auto Services have a bad reputation in Romania because of the increasingly low quality of the repairs

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10

Consequences

1. In Romania, the auto insurance market stagnated in 2012 after a strong contraction in the previous years.

2. According to a report issued by the Competition Council in 2011, the share of counterfeit parts was estimated by the service unit at 35%, well above the European average, estimated at approx. 10%. Our estimation is that in 2012, the share of counterfeit parts increased to about 40%.

3. The number of repair companies shuted down in the last two years is approx. 22% of the total repairing units.

4. The satisfaction of the Romanian insured is continuing to drop, and the confirmation comes from the increasing number of complains (up by 65% in 2012 compared with 2011), registered by the Insurance Supervisory Commission.

5. The current insurance supervisory institution - Insurance Supervisory Commission, will be replaced by a new one in April 2013 because of “problems found, especially lately, in the insurance market” – quote from the Romanian Government Ordinance no. 93/2012.

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11

Conclusions

Agreements between auto service units and insurance companies are affecting the customers regarding repairs quality.

Romanian model of “ business in auto insurance “ is one that has proven to be totally wrong.

In mid-April 2013, in Romania will be establish a new insurance supervisory institution - the Financial Supervisory Authority (FSA), because of “problems found, especially lately, in the insurance market” – quote from the Romanian Government Ordinance no. 93/2012.