Regulatory Alerts2012-06-26
Guidelines on Complaints Handling by Insurance Undertakings
Issued by EIOPA, these guidelines mandate insurance undertakings to establish a formal complaints management policy and dedicated handling function that ensures fair investigation, accurate registration, and systematic data analysis. Competent authorities must ensure insurers provide clear, accessible information about complaint procedures and deliver written responses within national time limits, including explanations of final decisions and alternative dispute options. Authorities are further required to incorporate these standards into their supervisory frameworks and formally report their compliance or non-compliance status to EIOPA by the specified deadline.
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