Regulatory Alerts2021-10-07
Decision on Handling Complaints of Insurance Service Consumers
The Executive Board of the National Bank of Serbia issued this Decision to regulate the procedures for filing and handling complaints by insurance service consumers against regulated entities. It mandates that insurance undertakings and agencies must acknowledge complaints within specific timeframes, provide written replies within 15 days, and maintain detailed electronic registers of all consumer grievances. The regulation further establishes the National Bank of Serbia's role in mediating disputes and accepting direct consumer complaints if the initial provider response is unsatisfactory or delayed.
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