Regulatory Alerts2014-05-14
Guidelines on complaints-handling by insurance intermediaries
EIOPA issued these guidelines to establish a minimum level of supervisory convergence for complaints-handling arrangements by insurance intermediaries. Competent authorities are required to ensure intermediaries implement a written complaints management policy, maintain a dedicated function to investigate complaints fairly, and register and report data on all received complaints. The document further mandates that intermediaries provide clear information about their processes to complainants and respond to complaints within set time limits while explaining options for further redress.
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