Your Rights as a Policyholder in Costa Rica, and What to Do If an Insurer Does Not Respond or Rejects a Claim

People who have an insurance policy in Costa Rica (auto, life, health, home, etc.) have specific rights protected primarily by two laws: the Ley Reguladora del Mercado de Seguros (Ley N.º 8653) and the Ley Reguladora del Contrato de Seguros (Ley N.º 8956), as well as, more generally, the Ley de Defensa del Consumidor (Ley N.º 7472). The entire insurance market is supervised by the Superintendencia General de Seguros (SUGESE).

Most important practical right — response time: the insurer is obligated to answer any claim, request, or procedure within a maximum period of **30 calendar days**. For a compensation claim specifically, that period starts running once all the requirements set by the policy are met (for example, delivering all requested documentation) — not from the day of the accident or loss itself.

Other rights before and after contracting:

• Receive clear, truthful written information before signing — coverage, exclusions, term, how to file a claim, and who the auxiliary service providers are.
• Receive the physical or digital policy within the 10 business days following the purchase.
• Request a correction to the policy within 30 days after receiving it.
• Freely choose among insurers and intermediaries — no one may force you to contract with a specific company.
• Have your personal information kept confidential.
• Choose the form of compensation when the policy allows it (cash payment, replacement, repair, or reconstruction).

Policyholder duties (to keep coverage): pay the premium on time, declare risk factors honestly when contracting, try to avoid or mitigate damage when a loss occurs, notify the insurer if the risk increases during the term, and report accidents promptly with all details.

If an insurer does not respond on time or rejects a claim without good reason: you can file a complaint directly with SUGESE.

• Teléfono: 2243-4848.
• Horario: Monday to Friday, 8:30 am to 4:30 pm.
• Dirección: Edificio ODM del Banco Central de Costa Rica, Tournón, San José.

Note: this sheet summarizes the most frequently consulted rights. For a specific claim, the first step is always to exhaust the claim process directly with the insurer — SUGESE intervenes when that avenue has failed or deadlines were not respected.