Complaints Submission

Complaints Submission


Complaints Submission

Complaints handling procedure

The procedure to be followed depends on the classification for each case. Irrespective to the severity of the complaint the company provides the following:

  1. Sends without delay a letter of acknowledgement to the claimant about the receipt of the complaint and the expected deadline for the response that the company is committed to comply with.
  2. The deadline cannot be more than 50 calendar days from the receipt of the complaint. In case this cannot be ensured due to the complexity of the case handled, the company notifies the claimant for the possible delay with a justified response.
  3. Whether the complaint is resolved positively or not, the company notifies the claimant about the possibilities for recourse of the complaint to the relevant authorities which can be used for out-of court resolution, namely:
    • the General Secretariat, using the internet site address www.efpolis.gr
    • the Consumer Ombudsman through the internet site www.synigoroskatanaloti.gr. This authority handles cases which do not exceed the period of 3 months from the date that the claimant was made known of the harmful incident or omission that constitutes the consumer dispute.
    • the Bank of Greece (as supervisory authority for the insurance companies) by filing the Communication Form in the internet site www.bankofgreece.gr and indicating the reason “Παράπονα και Καταγγελίες για ασφαλιστικές εταιρίες”
  4. At any time during the course of the settlement, or the company’s response, the claimant also has the right to be informed about any data, or document used for the analysis of his/her case and the response of the company. The company informs all clients that the activation of this process or the report to the relevant authorities does not affect the limitation of the client’s legal rights.