Часто Задаваемые Вопросы о Страховании

Question 1

What is the Europrotocol?

Accepted Answer

It's a way to report an accident yourself in the app, without the need for the police or trips to court. Why it's convenient: • Fast: no need to wait for a patrol car or file paper reports. • No fines: the culprit doesn't pay an administrative fine. • Instant payment: a payment of up to 100 MCI (432,500 ₸) will arrive on your card faster than with a standard report.

Question 2

What should I do if I disagree with the payout amount?

Accepted Answer

If you disagree with the calculated amount, you can submit the estimate for review. Please state the reasons for your disagreement, and we will take them into account when revising the estimate. You will be required to sign a request for a reassessment of the damage assessment. If you wish, you can receive payment based on the current assessment. This does not preclude you from challenging the assessment through the insurance ombudsman.

Question 3

What should you not do in the event of an accident?

Accepted Answer

The following is prohibited: • Leaving the scene of the accident • Moving vehicles, debris, or other objects until you have taken photographs when completing the electronic accident report or until the traffic police arrive • Misrepresenting the circumstances of the accident • Leaving injured parties without assistance • Trusting persuasion if the other party offers to "settle later" or compensate for damages without completing the necessary paperwork • Signing blank or unread documents

Question 4

What should you do if the person at fault in the accident has fled?

Accepted Answer

1. Call the police Immediately report the incident by dialing 102. Only law enforcement agencies are responsible for searching for the person at fault. 2. Collect identification details Remember and write down everything you noticed: the make, model, color, and license plate number of the car (at least a fragment), and the driver's description. 3. Find evidence • Witnesses: write down the contact information of any eyewitnesses. • Cameras: Check for traffic cameras or building cameras nearby. • Dashcam: Save the recording from your device or ask passing drivers for it. Important: According to the Compulsory Liability Insurance Law, if the culprit is not found, you will not be able to receive compensation. How to protect yourself in the future Get a comprehensive insurance policy (CASCO). We will repair your car with it, even if the other party in the accident flees or is uninsured.

Question 5

Can I file an insurance claim if I don't have compulsory motor third-party liability insurance?

Accepted Answer

It all depends on who is found to be at fault in the accident: • If you are at fault: You will have to pay for repairs to the other driver's car and medical treatment for the injured party out of pocket. • If you are not at fault: You are entitled to compensation from the at-fault party's insurance company. In any case, you will be fined for driving without insurance – 10 MCI (43,250 ₸). What to do at the scene of the accident: If at least one party does not have compulsory motor third-party liability insurance, you cannot file a Europrotocol. Be sure to call the police at 102. How to protect yourself: Get CASCO comprehensive insurance. This policy will protect your car, even if the other driver doesn't have insurance or you were at fault in the accident.

Question 6

What documents are required to file an insurance claim?

Accepted Answer

To file an insurance claim, please prepare the following: • Identification document of the applicant. • Driver's license (of the driver at the time of the accident). • Vehicle Registration Certificate (VRC) of the damaged vehicle. • Bank details (IBAN and account details in PDF format) of the owner of the damaged vehicle for payment transfer.

Question 7

What documents will the police officer issue?

Accepted Answer

The police officer will prepare the following documents: • Accident diagram • Inspection record and appendix to the diagram • Explanatory statements from the accident participants Important for expediting payment: If the accident is processed using the simplified procedure (no injuries, the party at fault admits guilt), ask the party at fault to pay the fine on the spot (for example, in the Halyk app) and provide you with a receipt. This will allow the insurance company to pay the damages without waiting for a court decision.

Question 8

Can a legal entity file an insurance claim in the Halyk app?

Accepted Answer

The Halyk app service is only available to individuals. Legal entities must submit an application on the skhalyk.kz website in the "Insurance Claim" → "For Legal Entities" section.

Question 9

What to do immediately after an accident?

Accepted Answer

Procedure in the event of an accident: 1. Ensure safety Stop, turn off the engine, and turn on the hazard lights. Put up the emergency triangle: 15 meters from the car within the city, 30 meters on the highway. In poor visibility or at night outside the city, wear a reflective vest. 2. Help the injured Render first aid to any injured. Immediately call an ambulance at 103 or 112, and provide first aid. Do not abandon people until paramedics arrive. 3. Record the circumstances of the accident Photograph the position of the vehicles, the damage, and a general view of the accident scene. Remove the memory card from the dashcam to save the recording of the accident. 4. Select the filing method 1) Without calling the traffic police (online European Accident Report (Europrotocol) in the Halyk app) if all conditions are met: • Only two vehicles are involved in the accident, and damage was caused only to them. • There are no injuries and no damage to property (poles, signs, etc.). • Both drivers have compulsory motor third-party liability insurance and are licensed to drive. • The damage to the damaged vehicle does not exceed 100 MCI (432,500 ₸). • Both drivers agree on the fault and the amount of damage. • Both drivers are sober. • Both parties agree to file the European Accident Report (Europrotocol). 2) If at least one condition is not met, call the traffic police at 102. If there are injured parties, calling the police is mandatory. 5. Clear the road If you are obstructing traffic: • If you have filed a Europrotocol: move your vehicle only after complete photo documentation has been provided in the app. • If you call the police: wait for their permission. 6. File an insurance claim • If you have filed a Europrotocol: photograph the damage to the damaged vehicle and complete the registration in the app. • If you are filing a claim with the police: receive the documents from the officers and file an insurance claim in the Halyk app within 3 days. IMPORTANT: Do not move vehicles until complete photo documentation has been provided in the European Accident Report or until the police arrive.

Question 10

What does the policy cover?

Accepted Answer

We organize and reimburse: • Emergency medical assistance; • Transportation to a doctor or hospital; • Evacuation or repatriation; • Arrival of a companion; • Evacuation of children. The policy remains valid even if your trip involves sports, hiking, motorcycling, or extreme activities. Simply specify your type of recreation during registration, and the policy will cover the necessary risks. Details can be found in the Insurance Rules.

Question 11

How much will be paid under the Europrotocol?

Accepted Answer

The maximum compensation amount is 100 MCI. In 2026, this amount is 432,500 ₸. If you understand that repairs will be more expensive, it's better to call the police and file the accident report as usual.

Question 12

What do I need to file a report online in the Halyk app?

Accepted Answer

The mobile phone numbers of those involved in the accident must be registered in the Mobile Citizens Database (MCD). You may be required to provide consent to the processing of your personal data by replying to an SMS to 1414.

Question 13

When can I report an accident using the Europrotocol?

Accepted Answer

To do so, the following conditions must be met simultaneously: • Only two vehicles were involved in the accident, and damage was caused only to them. • There are no injuries, casualties, and no other property damage (post, traffic light, etc.). • Both drivers have a motor vehicle liability insurance policy and are licensed to drive. • Damage up to 100 MCI. Repairs to the damaged vehicle will cost no more than 432,500 ₸. • The drivers agree on fault and the amount of damage. • Both drivers are sober. If any of these conditions are not met, call the police at 102.

Question 14

Do I need to call the police and undergo a medical examination?

Accepted Answer

It all depends on the method of filing: • With the Europrotocol: the police are not required. A medical examination is also not required – both drivers must declare each other sober. • In other cases: calling the police is mandatory. The police will refer you for a medical examination if required for the report.

Question 15

How will I find out about the status of my insurance claim?

Accepted Answer

You can track the status of your claim in the "Insurance Claim" section.

Compulsory car insurance: What to Do in Case of an Accident