COMPLAINTS REGISTRATION PROCEDURE
CRITERIA ON COMPLAINTS HANDLINGS BY US, AS INTERMEDIARY:
Complaint means: A statement of dissatisfaction addressed to an insurance intermediary by a person relating to the mediation activities of the intermediary in accordance with the definition of “insurance mediation” in Article 2(3), of the Directive 2002/92/EC for Insurance mediation, as well as with the definition of “intermediary” in Article 356 of the Law on Insurance and Reinsurance Business and Other Related Issues of 2016. Complaints- handling should be differentiated from claims-handling as well as from simple requests for execution of the insurance contract, information or clarification.
Complainant means: A person who is presumed to be eligible to have a complaint considered by an insurance intermediary and has already lodged a complaint e.g. a policyholder, insured person, beneficiary.
Intermediary Company: Eqisure Insurance Brokerage Company Ltd
Superintendent: Insurance Superintendent (Insurance Companies Control Service – Ministry of Finance)
COMPLAINTS HANDLING PROCEDURE:
At Eqisure we have the following process in place when attending to a complaint:
- Submission of such a complaint in written at our offices.
- Complaints must be submitted via email to [email protected] F.A.O: Demetris Tsingis.
- All complaints are registered in three (3) working days at our Central Complaints Registry.
- As soon as the complaint is registered, our Complaint Management Unit will contact the complainant informing him/her in writing of the receipt of the complaint.
- We will seek to gather and investigate all relevant evidence and information regarding the complaint.
- The communication with the interested parties will be in plain language, which is clearly understood.
- Provide a response within fifteen (15) working days if a decision can be taken within this period, taking into consideration all the information relevant to the complaint. When an answer cannot be provided within the expected time limits, the complainant should be informed in writing about the causes of the delay before the expiry of the deadline and an indication of the time period within which the investigation is likely to be completed, will be given. The additional time limit should not be more than thirty (30) working days from the expiry of the initial deadline of the fifteen (15) working days.
- The final decision of the complaint investigation will be given in written form. In the case that this does not fully satisfy the complainant, the later has the option to proceed with Court hearing or Alternative Dispute Resolution.
- All documents in relation to the complaint will be kept on the Complaints Registry for five (5) years.
- As a company, we hold the responsibility of informing our existing and new customers in relation to their option with the registration of a complaint and the ways this can be done.
- We do not charge any fees for any complaint examination.