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Over 10,000 telephone requests were solved by the ASF Call Center in the first half of 2020

Bucharest, July 31st, 2020 – The specialists from the Call-Center of the Financial Supervision Authority (Ro. ASF) took over and solved, in the first half of 2020, a number of 10,042 requests from consumers of non-banking financial services, increasing by approximately 45 % as compared to the first six months of 2019.

By analyzing the received calls resulted the fact that the consumers' interest in non-banking financial markets and their degree of information are on an upward trend. The high interest of consumers in non-banking financial services and the utility of the ASF Call Center is also reflected in the fact that, in addition to the calls received and resolved by the Authority's specialists, another 9,394 calls were registered outside business hours or on non-working days.

In the first six months of this year, the evolution of the number of calls, distributed on area of interest, registered the following dynamics, as compared to the same period of 2019:

  • Insurances: 4,715 calls, representing 46.95% of the total received calls, increasing by 34.91%;
  • Private pensions: 3,207 calls, representing 31.94% of the total received calls, increasing by 53.67%;
  • Stock market: 283 calls, representing 2.82% of the total received calls, increasing by 27.48%;
  • Other information: 1,202 calls, representing 11.97% of the total received calls, increasing by 55.9%;
  • Alternative Dispute Resolution Entity (SAL-Fin): 469 calls, representing 4.67% of the total calls received, increasing by 54.28%;
  • Information in english: 166 calls, representing 1.65% of the total received calls, increasing by 245.83%.

In terms of response time, about three quarters of the incoming calls (75.41%) were solved by ASF specialists within a maximum of 5 minutes, about 12% between 5 and 10 minutes, and 0.4 % of calls required a response time of more than 30 minutes, due to requests that addressed issues of increased complexity.

The experts from the Public Relations Department, which manage the ASF Call Center, have made, in the analyzed reference interval, a number of 1,563 calls, in order to support the consumers in a proactive manner, where extra telephone assistance was needed.

Through the ASF Call Center, the consumers of non-banking financial services received assistance in clarifying all requests and were advised on formal and legal issues related to the submission of a petition, as well as on the risks to which they may be involved in case of choosing financial products that are inconsistent with their training and experience.

Following the survey conducted by the experts of the Public Relations Department within ASF through the Net Promoter Score - NPS system, which measures the degree of consumer satisfaction regarding the information received from the specialists working in the Call-Center, it resulted that 95.8% of the consumers were satisfied with the information received. The result was calculated by centralizing the answers to the NPS question "Were you satisfied with the information provided, were they helpful?".

In order to simplify public interaction with ASF specialists, the consumers can call the TelVerde free telephone number 0800 825 627 and they will be transferred to one of the eight predefined lines: Key 1 - Insurance-Reinsurance, Key 2 - Private Pensions, Key 3 - Tools and Financial Investments, Key 4 - Other information, Key 5 - Alternative Dispute Resolution Entity (SAL-Fin), Key 6 - For English, Key 7 - Reporting breaches of (EU) Regulation no. 596/2014 on market abuse, Key 8 - Reporting violations of EGO no. 32/2012 on collective investment undertakings and investment management companies.

The Financial Supervisory Authority has been providing this system for receiving telephone requests since 2016, through which callers' waiting time is optimized, the call is prioritized according to the area of ​​interest and easy access to information is provided, in order to clarify all of the requests made by consumers of non-banking financial products.

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About ASF

ASF is the national authority set up in 2013 through OUG 93/2012 approved by Law 113/2013, for the regulation and supervision of insurance markets, private pensions and the capital market. ASF contributes to strengthening the integrated operating framework of the three sectors, which amounts over 10 million participants. More information can be found at www.asfromania.ro.