Rules for Handling Complaints from Insurance Service Users

RULES ON THE ORGANISATION FOR HANDLING COMPLAINTS FROM USERS OF INSURANCE SERVICES A. INTRODUCTION These rules (the "Rules") are adopted pursuant to Art. 290, para. 2 of the Insurance Code. The Rules comply with applicable legislation; however, in the event of any inconsistency, the requirements of applicable legislation shall prevail. The Rules take into account the principle of proportionality – the procedures and mechanisms must be adequate to the nature, scale and complexity of the intermediary's activity. B. PURPOSE AND SCOPE These Rules govern the procedure for submitting complaints and reports by users of insurance services to the insurance intermediary – in writing, by telephone and electronically – as well as the procedures for their review and resolution, and the adoption of measures to remedy shortcomings in the intermediary's activity identified on the basis of complaints. The purpose of these Rules is to provide assurance that: – All complaints from users of insurance services will be reviewed in an objective and impartial manner and will be answered within the set time limit; – Measures will be taken based on an analysis of the complaints received, in order to remedy omissions and errors on the part of the broker's employees in carrying out insurance intermediation activities. The Rules apply to the broker's employees, as well as to its managers. For the full text of the Rules and a sample complaint form, please see the official documents below.