2018, vol. 56, br. 7-9, str. 292-310
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Pravo korisnika usluge osiguranja na prigovor Narodnoj banci Srbije kao način vansudskog rešavanja sporova
The right of consumer of insurance services to make complaint with National Bank of Serbia as a method of alternative dispute resolution
Generali Osiguranje Srbija a.d.o., Beograd
Sažetak
Autor u ovom članku obrađuje pravo korisnika usluge osiguranja na prigovor Narodnoj banci Srbije u vezi sa radom društva za osiguranje. Pri tome, autor nastoji da pravo na prigovor posmatra ne samo kao način zaštite prava i interesa korisnika usluge osiguranja već pre svega kao metod alternativnog rešavanja sporova između korisnika usluge osiguranja i društva za osiguarnje. U uvodnom delu autor analizira uslove za izjavljivanje prigovora i pravila postupka pred Narodnom bankom Srbije. Zatim u nastavku rada razmatra obim i granice ovlašćenja Narodne banke u vezi sa rešavanjem prigovaora korisnika usluge osiguanja, ukazujući na osteljivost tih granica i odgovornost Narodne banke Srbije u vezi s tim. U završnim izlaganjima autor analizira kako pravni tako i značaj koji u praksi trenutno ima pravo na prigovor kao jedan od alternativnih načina rešavanja sporova između društava za osiguranje i korisnika usluge osiguranja. Analizirajući značaj prigovora, autor nastoji da posmatra stvari sa stanovišta sva tri učesnika postupka (korisnika usluge osiguranja, društva za osiguranje i Narodne banke Srbije) i da realno sagleda u kojoj meri pravo na prigovor doprinosi rešavanju sporova na tržištu osiguranja. Na kraju autor zaključuje da iako pravo na prigovor ima određene rezultate kao vansudski mehanizam rešavanja sporova na tržištu osiguranja, njegov značaj je trenutno mnogo više izražen na planu prevencije nastanka sporova.
Abstract
In this article, the author analyzes the right of an insurance consumer to lodge a complaint against an insurance company with the National Bank of Serbia. The author attempts to observe the right of complaint not only as a means of protecting the rights and interests of insurance consumers, but first of all as a method of alternative dispute resolution between consumers of insurance and the insurance company. In the introduction, the author analyzes the terms of filing complaints and rules of procedure with the National Bank of Serbia. After that, he analyzes the scope and limits of authority of the National Bank of Serbia regarding the resolution of complaints by the insurance consumers, pointing out to the delicacy of these limits and the responsibility of the National Bank of Serbia in this regard. Further on, the author analyzes both the legal and practical importance of the right of complaint as one of the alternative methods of resolving disputes between insurance companies and insurance users. In analyzing the importance of complaint, the author attempts to observe things from the points of view of all three participants in the procedure (consumers of insurance, the insurance company and the National Bank of Serbia) and to realistically perceive to what extent the right of complaint contributes to the resolution of disputes on the insurance market. Finally, the author concludes that although the right of complaint produces certain results as an out-of-court mechanism of settling disputes on the insurance market, its importance is currently much more pronounced in the area of conflict prevention.
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