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SEDDK establishes Alo 193 line for traffic insurance claims and complaints
SEDDK has established the Alo 193 Joint Claims Notification Center so that traffic and comprehensive auto insurance claims can be reported through a single center. Citizens will be able to submit claims through the line as well as complaints about illegal entities that have caused them harm.
SEDDK has established the Alo 193 Joint Claims Notification Center as part of a five-stage action plan designed to reduce disputes over diminished value in traffic insurance and to make compensation processes more effective, fair and swift.
During the first stage, the center will accept claims related to traffic and comprehensive auto insurance. Citizens will also be able to file complaints with SEDDK through the Alo 193 line about illegal entities that have harassed or victimized them after an accident.
Claims will be submitted through a single center
Alo 193 was designed as a central platform integrated with all insurance companies. People with an interest in an insurance policy will be able to submit their claims and compensation applications directly to insurance companies or through the center.
Applications deemed valid will be considered submitted to the relevant insurance company, the Guarantee Account or the Turkish Motor Insurance Bureau. System outages, data loss or technical delays in delivering notifications to the relevant institutions will not be taken into account when calculating deadlines to the detriment of the applicant.
The relevant insurance company, the Guarantee Account or the Turkish Motor Insurance Bureau will contact the applicant through its call center no later than the next business day after receiving the claim information.
Applicants will be informed about the process
During this call, applicants will be informed about the documents required for compensation payments, the preparation of the accident report, the determination of liability ratios and the appraisal process. They will also be informed of the estimated repair time and that diminished value will be calculated in addition to the vehicle damage.
Applicants will also be told that compensation may not be pursued or collected by unauthorized persons except as provided by the relevant law. Plans call for claims notifications to be accepted through a mobile application and website in addition to the telephone line.
First steps in the five-stage action plan
Regulations were introduced during the first three stages of the action plan to standardize appraisers’ calculations, transition to a smart system for appointing appraisers, and calculate and pay diminished-value compensation together with material damage without requiring an additional application.
In the fourth stage, a directive entered into force to prevent illegal entities that unlawfully engage in claims-intermediary activities and cause citizens to suffer losses.
Statement from SEDDK Chair Davut Menteş
SEDDK Chair Davut Menteş said the purpose of Alo 193 was to prevent illegal entities that unlawfully obtain personal information after traffic accidents, create artificial disputes and make unjust profits.
Menteş said entities known as claims gangs had been operating for more than 10 years and could learn about traffic accidents within hours. He said these entities transferred accident and victim information to call centers, leaving citizens exposed to systematic and persistent phone calls.
Menteş said misleading statements were used during these calls, including claims that insurance companies would not pay the damages and that the entire loss would be collected if a power of attorney were granted. He added that some entities created the impression that they offered free accident-report preparation and claims-consulting services.
Menteş said that, after obtaining powers of attorney, artificial disputes were created between accident victims and insurance companies, and that these disputes were taken to the Insurance Arbitration Commission or civil courts.
Inspections and application channels will be expanded
Menteş said approximately 1.3 million traffic accidents occur in Türkiye each year and that illegal entities generate hundreds of thousands of disputes, with their annual unjust profits estimated at billions of lira. He said approximately 1 million citizens had been victimized and announced that efforts to combat these entities would continue.
Menteş said SEDDK was conducting comprehensive inspections targeting all elements of the illegal entities and that findings concerning activities believed to constitute crimes were being referred to judicial authorities as investigations were completed.
Complaints concerning production, claims, brokerage and similar services within the scope of insurance and private pension activities will also be submitted through Alo 193 in addition to the existing application channels. Insurance companies will state in their policies and information documents that claims may also be submitted through the Joint Claims Notification Center and will display the Alo 193 line on the front of their policies in a font size of at least 14 points.
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