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A very active sector in recent years (2002-2008) fot Romania is the insurance industry. Both individuals and companies need protection that should become more accurate. Given these aspects, sustained by a steady growth of the insurance market, in Romania the issue of protection of policyholders - as consumers of services (insurance) appeared. Inside this paper we will focus on the regulatory body which supervise the insurance business in Romania and the insurance contract – the main factor for triggering complaints. Having access to various statistics between 2002 and 2008, we provide an analysis of complaints relating to insurance; the analysis is split by classes, causes at the origin of complaints and the modality of their finalization. There will be presented case studies under the criterion of confidence and the conclusions reached are useful for both insurance companies (to improve the quality of the services) and policyholders (awareness of their rights as consumers of insurance).

Keywords: consumer protection, insurance, insurance contract, complaint.