o:4295 Practice of extended competence of the Ombudsman for the financial services of the United Kingdom in the field of insurance Praksa proširene nadležnosti ombudsmana za finansijske usluge Velike Britanije u oblasti osiguranja en Abstract: In this paper, the authors discuss the decision-making method of the UK Financial Services Ombudsman enabling more favourable outcomes for an insured person in relation to the strict application of law. The authors delineate the manner in which the Ombudsman and the courts act and present specific examples in which the Ombudsman has recognized some rights to the insured whose exercising they themselves did not demand from the insurer. In the practice of the Ombudsman, there are numerous examples in which disputes arose due to a poor understanding of the breadth of the insurance coverage by the insured, the quality and scope of the damage repair service, a restrictive interpretation of the subject of insurance by the insurer. The circumstances on which the Ombudsman made decisions in disputes were based on the standard of a "vulnerable insured person" and a free belief of this body regarding the existence of unfulfilled expectations, which could contribute to the further improvement of the legal framework for the protection of the insured persons. Rezime: U ovom radu autori razmatraju način odlučivanja Ombudsmana za finansijske usluge Velike Britanije, koji omogućuje povoljnije ishode po osiguranika u odnosu na striktnu primenu zakona. Autori vrše razgraničenje načina postupanja ombudsmana i sudova, te izlažu konkretne primere u kojima je Ombudsman osiguranicima priznao i neka prava čije ostvarivanje oni sami nisu zahtevali od osiguravača. U praksi Ombudsmana postoje brojni primeri u kojima su sporovi nastajali usled lošeg razumevanja širine osiguravajućeg pokrića od strane osiguranika, kvaliteta i obima usluge popravke štete, restriktivnom tumačenju predmeta osiguranja od strane osiguravača. Okolnosti u kojima je Ombudsman donosio odluke u sporovima zasnivane su na standardu "ranjivog osiguranika" i slobodnom uverenju ovog organa u vezi sa postojanjem neispunjenih očekivanja, što može doprineti daljem unapređenju pravnog okvira zaštite osiguranika. Keywords: a vulnerable insured person; insurer; the Ombudsman; consumers protection; costs Ključne reči: ranjivi osiguranik; osiguravač; Ombudsman; zaštita potrošača; troškovi 1552099 10.5937/ptp2104001U 1552101 0352-3713 91552100 58882313 2024-04-09T13:26:55.619Z 44 yes 46 Ozren Uzelac Univerzitet u Novom Sadu, Ekonomski fakultet, Subotica ; The University of Novi Sad, The Faculty of Economics in Subotica 0000-0001-6991-1644 Marijana Dukić Mijatović Pravni fakultet za privredu i pravosuđe u Novom Sadu, Univerzitet Privredna akademija u Novom Sadu; The Faculty of Law for Commerce and Judiciary in Novi Sad, The University of Business Academy in Novi Sad person 2367847 0000-0003-1327-0889 application/pdf 533695 https://unilib.phaidrabg.rs/o:4295 no yes 16 70 92000001 Pravo - teorija i praksa 38 4 1 15 2021