One company turned it around
The Central Bank publishes a complaint index for compulsory motor insurance every month, but only ever as a single snapshot. We read all 48 issues and rebuilt the four-year per-company series. 5 of the six companies ended the year higher than they began it. Only Atəşgah Sığorta fell, from 1.42 to 0.95. What that means for an insurer, a driver and a bank is set out below.
It compares a company’s share of complaints with its size. Above 1.00 means more complaints than its size implies. The Central Bank’s own note says a figure below 1.00 shows a better service level relative to other companies. The Bank also states in every issue that the index poses no threat to a company’s financial stability.
The latest window ends in August 2026. Three companies sit above the 1.00 line.
The 1.00 line is not drawn, because the scale here is relative. The top three, Xalq, Meqa and Paşa, sit above it.
The same companies a year ago and today, side by side. The direction is almost uniform, with one exception.
Atəşgah reached 1.54 within the last two years. It now sits at 0.95. That is the only sustained fall in the series.
A single month can be noise, so we counted how many of the 48 windows each company spent above 1.00.
| Company | Windows above 1.00 | Lowest | Highest |
|---|---|---|---|
| Xalq Sığorta | 37 of 48 | 0.65 | 4.44 |
| Meqa Sığorta | 10 of 48 | 0.39 | 1.51 |
| Paşa Sığorta | 18 of 48 | 0.17 | 1.34 |
| Atəşgah Sığorta | 35 of 48 | 0.79 | 3.53 |
| Qala Sığorta | 1 of 48 | 0.34 | 1.01 |
| Azərbaycan Sənaye Sığorta | 11 of 48 | 0.35 | 1.45 |
The market narrowed. The first window carried 14 companies, the last carries 6. That feeds into the index itself, because each company is now compared against fewer rivals.
These figures are ours, not the Central Bank’s. The method is simple and deliberately so. The last value plus the average change of the last three months, with an interval set by the standard deviation of the last twelve monthly changes.
| Company | Latest | Expected | Range |
|---|---|---|---|
| Xalq Sığorta | 1.70 | 1.67 | 1.52 to 1.82 |
| Meqa Sığorta | 1.29 | 1.23 | 1.15 to 1.31 |
| Paşa Sığorta | 1.04 | 1.07 | 1.03 to 1.11 |
| Atəşgah Sığorta | 0.95 | 0.88 | 0.80 to 0.96 |
| Qala Sığorta | 0.73 | 0.67 | 0.60 to 0.74 |
| Azərbaycan Sənaye Sığorta | 0.72 | 0.76 | 0.73 to 0.80 |
When the next issue appears we will place this table beside the actual figures on this page, whatever the result. A forecast that cannot be checked is worth nothing.
Atəşgah Sığorta reached 1.54 in the last two years and now sits at 0.95, down from 1.42 twelve months ago. It is the only sustained fall in the series, and it shows the index is not fate. We do not know what they did, because public data does not say, but we can measure that the result is achievable.
Xalq Sığorta moved from 1.02 to 1.70, Meqa from 0.92 to 1.29, Azərbaycan Sənaye from 0.40 to 0.72. Qala rose from 0.62 to 0.73 and still holds the lowest position in the market. Paşa's move is small, 0.99 to 1.04, but it crosses the 1.00 line.
Qala sits below 1.00 in 47 of the 48 windows, Xalq sits above it in 37, and Atəşgah in 35. No single month explains persistence like that, because a company's complaint profile holds its place across four years and moving it takes deliberate effort.
AtaSığorta, Günay, Bakı Sığorta, Azərsığorta and Naxçıvansığorta have all left the list over these four years, leaving six companies behind. As the comparison base shrinks the index itself shifts, because each company is now measured against fewer rivals.
What you can act on tomorrow morning depends on who is reading.
The index shows an outcome, and the cause sits inside your own processes.
This index is published precisely to inform your choice.
Your choice of partner becomes your own customer complaint.
From March 2026 onward, the last 6 issues carry an extra 1.49 label on every row of the chart. That figure is not a maximum, not an average, and matches nothing in the current data. In the December 2025 issue 1.49 was a genuine company value, so the template appears to have been reused with a label left in place. Anyone reading the numbers in document order will publish a value that belongs to no company. We drop it, and we say so here.
In the twelve-month window ending August 2026 the highest complaint index belongs to Xalq Sığorta at 1.70, followed by Meqa Sığorta at 1.29 and Paşa Sığorta at 1.04. All three sit above the 1.00 line, meaning more complaints than their size implies. The figures come from the Central Bank's compulsory motor insurance complaint index.
In the same window the lowest reading belongs to Azərbaycan Sənaye Sığorta at 0.72, then Qala Sığorta at 0.73 and Atəşgah Sığorta at 0.95. Qala Sığorta has stayed below 1.00 in 47 of the 48 windows across four years, so this is not a one-month result.
The Central Bank publishes it monthly on cbar.az, but each issue covers only the trailing twelve months and the per-company time series is not published anywhere in one piece. The table on this page was rebuilt by reading all 48 issues.
It compares a company's share of complaints with its size. Above 1.00 means more complaints than its size implies. The Central Bank's own note says a figure below 1.00 shows a better service level relative to other companies.
Nothing, because this is a service measure. The Central Bank states in every issue that the index poses no threat to a company's financial stability or continuity.
No, the figures are the Central Bank's. We read 48 separate documents and rebuilt the per-company series, because the documents are charts rather than tables and the time series is not published anywhere in one piece.
We will say so. When the next issue appears we will place the forecast next to the actual figure on this page. A forecast that cannot be checked is worth nothing.
This page shows the outcome, not the cause. The cause sits in a company’s own complaint flow: which product, which stage, and which answer sends someone to the regulator. Sorting that flow by cause takes about a week and shows which part of the book the index comes from. A short call is enough to say where it makes sense to start.