A DECO PROteste revealed the "Study on insurance transparency", which evaluated consumer satisfaction in three branches: automobile, multi-risk home and health. The study had 4,024 valid responses, collected through online surveys carried out in January 2026 and with lower weighting responses from the previous year. The highest score recorded was 7.2 points on a scale of 1 to 10, only in health insurance, and no classification reached eight points.
In health insurance, Multicare and Médis lead with 7.2 points, followed by Allianz and Fidelidade with 6.9. In multi-risk home, Fidelidade appears with 6 points, followed by ok! seguros with 5.7 and Ageas with 5. In automobile, Fidelidade also leads with 6.5 points, ahead of Mapfre (6.2), Zurich (6.1) and ok! seguros (6), while Logo has the lowest rating, with only 4.3 points.
Contract exclusions are the main cause of dissatisfaction, with many consumers discovering that certain risks are not covered only when they need to use the insurance. In health, the highlights are refusal of authorization for treatments (10.8%), premium increases due to health status (6.4%) and delays in reimbursements (6%). In home, 24.2% of respondents point to lack of authorization for damage repairs. In automobile, 3.4% indicate non-renewal of policies due to claims history.
According to Soraia Franco Leite, Director of Institutional Relations at DECO PROteste, only 14% of respondents in automobile insurance and 12% in health and multi-risk home insurance would definitely change companies, which shows that consumer frustration ends up being contained by market inertia. The responsible argues that the sector has room to evolve, suggesting greater transparency in contract drafting, clarity at the time of sale, speed in processes and focus on effective consumer protection.
