How to choose car insurance: the price of the policy is not the only criterion
Most drivers think about insurance once a year — when they register their car. At that moment, the most common question is: where can I get the cheapest policy? This is understandable, but it is not always enough.
The real value of insurance is not visible when you pay for the policy. It becomes visible when damage occurs: how quickly you can report the claim, how clearly you receive instructions, how long the assessment takes, whether there is a good network of assessors and repair shops, and how efficient the insurer is in resolving and paying claims.
That is why choosing car insurance should not be seen merely as an administrative cost of vehicle registration. It is a decision about who will help you when a problem occurs.
What types of car insurance are there?
When it comes to cars, it is important to distinguish between several levels of protection. Some types of insurance are legally mandatory, while others are voluntary or sold as additional services alongside the basic policy.
Motor third-party liability insurance — mandatory insurance
Motor third-party liability insurance is mandatory insurance for the owner, user, or holder of a motor vehicle for damage caused to third parties through the use of that vehicle. If you cause a traffic accident, this policy protects the third party to whom you caused damage, but it does not automatically cover damage to your own vehicle. The National Bank of Serbia (NBS) defines this as mandatory insurance by which the owner or other holder of a vehicle is insured against liability for damage caused to third parties.
This is the policy without which regular vehicle registration is not possible. However, since the primary purpose of this policy is to protect third parties, it does not solve every situation that may concern the vehicle owner.
Comprehensive car insurance — protection for your vehicle
Comprehensive car insurance is voluntary insurance that covers damage to your own vehicle, in accordance with the agreed policy terms. It can be particularly important for newer, more expensive, financed, or leased vehicles, but also for used cars where repairs could represent a major financial burden for the owner.
According to the NBS educational portal “Your Money”, comprehensive motor insurance provides compensation for damage to a motor vehicle that may occur as a result of another person’s liability, the driver’s own liability, and/or force majeure, while allowing the driver to choose the scope of coverage, i.e. the risks against which the vehicle is insured.
With comprehensive insurance, it is especially important to check exactly what is stated in the policy terms: whether it covers theft, glass breakage, parking damage, weather-related damage, damage abroad, deductible participation, depreciation of parts, and the right to choose a repair shop.
Travel insurance, passenger insurance, and additional coverage
In addition to motor third-party liability and comprehensive insurance, there are additional types of insurance that drivers often encounter: driver and passenger accident insurance, travel health insurance, luggage insurance, glass insurance, roadside assistance, replacement vehicle coverage, and similar packages.
These types of coverage are not always the same across all insurance companies. Sometimes they are part of a broader policy, sometimes they are an add-on to comprehensive insurance, and sometimes they are sold as a separate package.
Roadside assistance — useful, but check the terms
For drivers, roadside assistance is often the most tangible service, because it is used when the vehicle breaks down, when the battery is dead, when a tyre is punctured, when towing is needed, or when assistance is required abroad.
Although drivers often perceive it as “insurance”, in practice roadside assistance is most often an additional service or coverage within a broader package. That is why it is important to check: whether it applies only in Serbia or also across Europe, how many kilometres of towing are included, whether a replacement vehicle is provided, how many times per year the service can be used, and whether it covers breakdowns, accidents, or both.
How can the quality of an insurance company be measured?
The quality of an insurer cannot be reduced to a single question: “Who is the cheapest?” It is far more useful to look at several indicators together.
The first parameter is efficiency in resolving reported claims. The second is efficiency in paying already resolved claims. The third is the volume of unresolved claims, because a large backlog may indicate pressure on the system. The fourth is the number of customer complaints, as it shows where users most often encounter problems. The fifth is business volume, because a large insurance company often has a more developed network, although this alone does not mean it is always the best choice for every driver.
📊 Did you know?
The NBS regularly publishes official data on the operations of insurance companies — including the efficiency of claim resolution and claim payment for each company individually. These data are publicly available on the NBS website and are updated monthly, so it is worth checking them before signing a policy, especially if you are choosing comprehensive insurance.
The NBS publishes official data on the operations of insurance companies, including total premium, resolved claims, reserved claims, and data by company and type of insurance. These data are updated monthly and are available to everyone on the NBS website, by selected month and year — which means that before purchasing a policy, a driver can independently check the current efficiency of the insurance company they are considering.
Who are the largest insurers in Serbia?
According to the latest published quarterly report by the NBS on the insurance sector, for the third quarter of 2025, the total insurance premium in Serbia amounted to RSD 143.8 billion, representing an increase of 8.5% compared to the same period of the previous year. The largest share in the premium structure was held by insurance against liability arising from the use of motor vehicles — 28.4%, followed by property insurance at 18.7%, life insurance at 16.7%, comprehensive motor insurance at 11.8%, and voluntary health insurance at 11.5%.
📊 Key statistic
The five largest insurance companies in Serbia — Dunav, Generali, DDOR, Wiener, and Triglav — account for around 74% of the total market premium, according to NBS data for the third quarter of 2025.
Earlier in 2025, in the first quarter, the NBS also recorded strong market growth: the total insurance premium in Serbia amounted to RSD 45 billion, an increase of 8.0% compared to the same period of the previous year — confirming that the insurance market in Serbia was on an upward trend throughout the year.
The size of a company is not the only criterion of quality. A large company may have an extensive network and a stable system, while a smaller company may be highly efficient in a specific segment. That is why the best approach is to combine several criteria — price, coverage, reputation, and publicly available data on efficiency.
What do customer complaints show?
The NBS also publishes data on customer complaints regarding the work of insurance companies, classified by the type of insurance to which the complaint relates. Since motor third-party liability insurance is the most widespread and most commonly used product on the market, it generally also generates the highest absolute number of complaints — which does not mean that the product itself is more problematic than others, but rather that the largest number of policies and claims belongs to this category.
If a customer is not satisfied with the insurance company’s response, or if the response is not delivered within the legally prescribed deadline, they may contact the NBS with a complaint or a proposal for mediation. The exact deadlines and procedure should be checked directly on the NBS website, as they are updated in accordance with applicable regulations.
How should a driver choose insurance?
The best choice is not always the cheapest policy. With mandatory motor third-party liability insurance, price is important, but it is also worth checking the company’s reputation in claim resolution, which is publicly available on the NBS website, as well as the availability of assessors, communication speed, and the option to report claims digitally.
With comprehensive insurance, even greater caution is needed. It is not enough to ask: “How much does comprehensive insurance cost?” The real question is: what exactly does it cover, what is the deductible, is there depreciation of parts, do you have the right to choose the repair shop, and are glass breakage, theft, weather-related damage, parking damage, damage abroad, and a replacement vehicle covered?
With roadside assistance, you should check the territorial validity, the number of interventions per year, the towing limit, whether assistance is provided in the event of a breakdown or only after an accident, and whether 24/7 support is available.
AutoKonekt advice
Insurance should not be viewed separately from vehicle maintenance. When damage occurs, a driver does not need only a policy. They need a clear procedure, a reliable repair shop, damage assessment, available service appointments, and someone who can explain the next step.
That is why the smartest approach is the following: choose insurance you understand, keep the policy terms, check what is actually covered, and know in advance whom to contact in the event of damage, breakdown, or service needs. At autokonekt.rs, you can find verified service partners near you through location-based search, ready to take over the vehicle as soon as you need repair or damage assessment.
The price of a policy is visible immediately. The quality of insurance becomes visible only when you really need it.
Frequently Asked Questions (FAQ)
Is comprehensive car insurance mandatory in Serbia?
No. Only motor third-party liability insurance is mandatory. Comprehensive insurance is voluntary and covers damage to your own vehicle, according to the terms you choose.
Does roadside assistance apply outside Serbia?
It depends on the package. Some policies cover assistance only within Serbia, while others also apply abroad — always check the territorial validity before travelling.
How can I check the efficiency of an insurance company before buying a policy?
The NBS publishes monthly public data on the operations of insurance companies, including claim resolution and claim payment efficiency by company. These data are available on the NBS website.
Does a larger insurance company mean better service?
Not necessarily. A larger company usually has a more developed network, but a smaller company may be more efficient in a specific segment. It is best to combine several criteria — price, coverage, and publicly available data on efficiency.
What should I do if I am not satisfied with the handling of my claim?
First, contact the insurance company with a complaint. If there is no response or you are not satisfied with the outcome, you can submit a complaint or a proposal for mediation to the NBS.
The role of AutoKonekt
AutoKonekt helps drivers organise vehicle care more easily — from regular maintenance and servicing to situations requiring a quick response after a breakdown or damage. Because a car does not need attention only when it is time for registration, but throughout the entire year.