DILEMMAS OF POLICYHOLDER AND THE CTP INSURER: THE EXPERIENCE OF PRIMORSKY KRAI

The purpose of the study is to comprehensively analyze the problem field of current communication practices between CTP insurers and policyholders. Within the framework of the work, the tasks of analyzing the availability of the policy in electronic and offline formats, investigating the difficulties encountered in issuing a policy and receiving insurance payments, identifying barriers and developing proposals to optimize the communication practices of insurance market participants were solved. The methodological basis is based on a combination of quantitative and qualitative methods. The research is based on methodological individualism proposed by F. Hayek, who explains social phenomena through the individual actions of people. The theoretical basis of the research is the theory of social dilemmas in the key of individualistic-holistic antagonism, changing under the influence of digital transformation processes. The relevance is due to the change in the interaction of the policyholder and the insurer under the influence of digitalization. New forms of communication optimize the processes of issuing policies and payments. The scientific novelty of the study is to identify the ethical problems of the formulated dilemmas of the insurer and the policyholder, and an analysis of their content is carried out. The disadvantages and positive potential of digitalization of communications indicated between the subjects are identified. The information sources were scientific articles and studies revealing the problems of insurance and CTP, statistical data from the Russian Union of Motor Insurers, as well as data from sociological studies conducted by the KGAU Primorsky Research Institute of Sociology and Civil Initiatives in November 2023. Most car owners prefer to take out a policy through intermediaries, which increases their costs. About a quarter of the respondents were able to successfully issue an electronic policy, while many face a number of technical difficulties. The data indicate the need for educational campaigns designed to raise public awareness of the possibilities of electronic registration of policies and mechanisms of legal protection in case of refusal of insurance companies. The authors note that digital transformation can contribute to solving the dilemma of the insurer and the policyholder, making insurance more affordable and effective.