The process depends on the type of insurance, policy terms, the claimant’s role, and the reason for the dispute. A full denial and disagreement with a payment calculation are different issues. This is a general guide checked as of 29 September 2026, not an opinion on an individual case.
1. Identify the issue.
Keep the policy and applicable rules, and identify the insurance type and your role: policyholder, insured person, beneficiary, or injured third party. Ask the insurer for its written decision and payment calculation. Determine whether you dispute the denial itself, part of the decision, or the loss valuation.
2. Put the records in date order.
Useful records often include the claim, a list of attachments and proof of the date they were received, the policy and insurance rules, the insurer’s written response, its calculation, inspection reports, photographs, and documents showing loss or expense. This is a guide rather than an exhaustive list; requirements depend on the policy and facts.
3. Compare the stated reasons with the policy and applicable law.
Kazakhstan’s Civil Code specifies mandatory insurance-contract terms and requires the policyholder to notify the insurer immediately of an insured event unless the law or contract specifies a different time or method. A refusal decision must be communicated in writing with reasons and notice of the right to apply to the Insurance Ombudsman. The consequences of late or missing notice depend on the circumstances and exceptions in Article 835. A disputed decision is not automatically unlawful.
4. If you dispute the amount, request the calculation and its supporting records.
Compare them with inspection material and available evidence of the loss. If you disagree with a full or partial refusal, send the insurer specific written objections and keep proof of delivery. There is no single response deadline for every type of insurance.
5. Check whether you can apply to the Insurance Ombudsman.
Under Article 86 of the Law on Insurance Activities, individuals and small-business entities who are policyholders, insured persons, or beneficiaries may refer disputes involving any type of insurance to the Ombudsman; other legal entities may refer only disputes involving compulsory motor third-party liability insurance. The claim amount in a dispute within the Ombudsman’s jurisdiction must not exceed 10,000 monthly calculation indices (MCI). For eligible claimants and disputes within the Ombudsman’s jurisdiction, Supreme Court guidance treats the Ombudsman’s decision as a required step before court proceedings. Check your claimant category and dispute before choosing a route.
A separate rule for compulsory motor third-party liability insurance
Under paragraph 3 of Article 25, the insurer must prepare a certificate in two copies listing all documents submitted and the date they were accepted. For an in-person application, one copy is given to the applicant and the other, marked by the applicant to confirm receipt, remains with the insurer. If the insurance claim is filed electronically, the certificate may be provided electronically. Under paragraph 3 of Article 29 of that Law, the insurer must send the applicant a written, reasoned decision on a full or partial refusal within seven working days after receiving the claim and all documents specified in paragraph 2 of Article 25, with notice of the right to apply to the Insurance Ombudsman. This applies to compulsory motor third-party liability insurance; do not apply it to CASCO or other insurance types.
Before taking the next step, compare the policy, the date of the event, the documents submitted, and the insurer’s written position. For a disputed legal issue, ask a lawyer to check the applicable version of the law and the procedure for your insurance type. Amendments that have a future commencement date are not current rules as of this article’s publication date.
Official sources, checked 29 September 2026:
Civil Code of the Republic of Kazakhstan (Special Part), Articles 826, 835, 839: https://adilet.zan.kz/rus/docs/K990000409_
Law of the Republic of Kazakhstan on Insurance Activities, Article 86: https://adilet.zan.kz/rus/docs/Z000000126_
Supreme Court normative resolution on disputes arising from insurance contracts: https://adilet.zan.kz/rus/docs/P170000008S
Law on Compulsory Motor Third-Party Liability Insurance, Articles 25, 29, 29-1: https://adilet.zan.kz/rus/docs/Z030000446_
This material provides general information, does not assess an individual’s documents, and is not a substitute for individual legal advice.