If your insurer won't pay or doesn't honor your policy
Mexican law gives you deadlines and ways to complain, and all of them are free. This is the order to follow, and we can go through each step with you.
How to complain, step by step
- 1
Ask for the answer in writing
Ask the insurer to explain in writing why it is denying, reducing or delaying the payment and which clause of your policy applies.
- 2
Check your policy
Compare the answer with your policy schedule, endorsements and general conditions. Each product page on this site includes its current general conditions.
- 3
Complain to the UNE
Every insurer has a Specialized User Service Unit (UNE). It accepts complaints by any means and must answer in writing within 30 business days.
- 4
File a complaint with CONDUSEF
It is free and can be filed in writing or by other means, at CONDUSEF or at the insurer's UNE, within two years of the event or the denial. Filing it suspends the statute of limitations on your legal actions while the process lasts.
- 5
Conciliation hearing
CONDUSEF calls both parties within the next 20 business days and the insurer must submit a written report. If it does not attend, it is fined and summoned again. If you reach an agreement, it is binding on both parties.
- 6
If there is no agreement
You can accept CONDUSEF's arbitration, ask it for a technical opinion (dictamen) or sue in court. CONDUSEF also orders the insurer to set aside the amount claimed until the case is resolved.
Deadlines you should know
Days are calendar days unless business days are stated.
- 5 days
to report the loss, unless your policy sets another term. If you report late, the insurer may reduce the payment to what it would have paid with timely notice.
Insurance Contract Law, arts. 66 and 67
- 30 days
for the insurer to pay, from the date it receives the documents and information supporting your claim.
Insurance Contract Law, art. 71
- 30 business days
for the UNE to answer your complaint in writing.
Law for the Protection and Defense of Financial Services Users, art. 50 Bis
- 2 years
to file a complaint with CONDUSEF, from the event or from the insurer's denial.
Law for the Protection and Defense of Financial Services Users, art. 65
- 2 or 5 years
to exercise your rights under the policy: 5 years for the death benefit of life insurance and 2 years in all other cases, from the event that gave rise to them.
Insurance Contract Law, art. 81
- 180 days
to claim on a surety bond if the bond sets no other term, from its expiry or from when the obligation becomes due.
Insurance and Surety Institutions Law, art. 174
Other rights that protect you
Late-payment compensation
If the insurer pays late, it must pay the amount indexed to UDIs plus default interest. You cannot waive this right, and the judge or arbitrator awards it even if you did not ask for it.
Technical opinion
If there is no arbitration, you can ask CONDUSEF in writing for an opinion (dictamen) on your case to use in court.
Were you left a life policy?
CONDUSEF's SIAB-Vida lets you check whether a deceased person named you as beneficiary.
Financial Institutions Bureau
CONDUSEF publishes how many complaints each insurer receives and how it resolves them. Useful for comparing before you buy.
What to bring to CONDUSEF
- Your name and address; if someone represents you, the document that proves it
- What you are claiming and a summary of the facts
- The name of the insurer
- The policy or the document that proves the contract
- The insurer's or UNE's answer, if you have it, and your evidence: photos, invoices, medical reports
Contacting CONDUSEF
CONDUSEF serves the public at its User Service Units across the country, including Yucatán, on its website and through its call center. Service is in Spanish.
- Phone
- 55 5340 0999 800 999 8080
- Website
- condusef.gob.mx
How we help
- We review your policy and the insurer's answer.
- We help you write the complaint and gather the evidence.
- We follow up with the insurer and go with you through the UNE and CONDUSEF process.
Frequently asked questions
How long does the insurer have to pay me?
30 days from receiving the documents and information supporting your claim. If it pays later, it must also pay late-payment compensation.
How long does the UNE take to answer?
At most 30 business days from receiving your complaint.
Does it cost anything to complain to CONDUSEF?
No. The complaint and the conciliation are free.
How long do I have to complain?
You have two years to file with CONDUSEF from the event or the denial, and policy claims expire after two years (five for the death benefit of life insurance). Filing the complaint suspends that period.
Laws consulted
- Insurance Contract Law (Ley sobre el Contrato de Seguro)
- Law for the Protection and Defense of Financial Services Users
- Insurance and Surety Institutions Law
Current texts published by Mexico's Chamber of Deputies (in Spanish). This guide is for information only and is not legal advice.