INFORMATION REQUIRED BY N.4583/2018 FROM YOUR INSURANCE INTERMEDIARY.
Customer rights
Submission of Complaints / Objections
The Recipient of Insurance, the Insured, the Beneficiary, Consumer Associations and any interested party may submit a written complaint to the Private Insurance Supervision Directorate (DEIA) of the Bank of Greece against an insurance or reinsurance intermediary, for acts or omissions that constitute a violation of the legislation in force concerning insurance mediation or are contrary to good morals and good business practice, or are contrary to public policy, or acts which, in the reasoned judgment of the ICIAS to which the complaint is submitted, may be attributed to the insurance intermediary.
The relevant sanctions provided for in Article 12 of Presidential Decree 298/1986 are imposed after the competent committee of DEIA has studied the written complaint and after a hearing of the insurance intermediary, both for their validity and for the adequacy of the explanations that the insurance intermediary will be asked to give. If accepted by the parties involved, D.E.I.A. may refer the dispute to the Consumer Advocate (Law 3297/23-12-2004) without limiting the possibility for the parties to proceed to an out-of-court settlement of the dispute before other judicial bodies.
EZURIA’S INSURANCE BROKERS S.A.CLAIMS MANAGEMENT POLICY
Committed to the high quality of the services we offer, focusing on the interests and rights of our customers, we consider every opinion, viewpoint and every complaint or claim of our policyholders as an opportunity to improve the way we operate.
In this context, and in compliance with the Acts of the Executive Committee of the Bank of Greece 122/3/15.12.2014, 89/5.4.2016, we incorporate and implement in our internal operating regulations, the “Complaints Management Policy”.
Definitions:
A complaint is defined as a written statement/expression of dissatisfaction communicated by the complainant in relation to a service or product offered or distributed to him/her. The concept of complaints does not include notices of claims for damages or simple requests related to the performance of the contract and the provision of information or clarification. Claimant means a person who is understood as having the capacity to raise a claim for consideration by an insurance intermediary and who has already raised a claim, such as the policyholder, the insured person, the beneficiary and/or the injured third party
Procedure
The procedure consists of the following steps:
- Reporting of the complaint by the complainant either to our e-mail address or. The report should include the complainant’s details (full name, full name, ID, VAT Number, address and contact details: telephone, fax, e-mail), as well as a detailed description of the complaint.
- The applicant is given a receipt for the submission of the complaint, which in simple and understandable language, includes the procedures followed by the company for its management, the contact details of the competent person who will handle the complaint and the type of information that the applicant needs to provide.
- In the case where the complaint concerns exclusively our company, a specific time limit will be observed by us, which shall not exceed fifteen (15) calendar days from the date of submission of the request within which the examination of the complaint must be completed and a response sent to the complainant. If this time limit is exceeded, the applicant will be informed accordingly, stating the reasons, and a new time for completing the processing of the complaint will be specified.
- Upon completion of the examination of the claim within the prescribed period, a written and reasoned reply is sent to the claimant. If it is not fully satisfied, it shall be expressly stated that the complainant has the right to maintain the complaint.
Α. The customer-consumer reserves the right to object to the conclusion of the insurance contract, pursuant to the provisions of Art. 2 par. 5 and Art. 6 of Law 2496/1997, in the following cases:
1. Within an exclusive period of one (1) month from the date of delivery of the insurance policy, the insured may exercise the right to object if he/she finds that any provision of the contents of the insurance contract deviates from the insurance application. The right of objection in this case is exercised by completing and submitting to the Ezuria S.A. Insurance Offices the written objection form that each insurance company provides with each policy within the aforementioned period.
2. Within a period of fourteen (14) days from the delivery of the insurance policy, the insured may exercise the right to object if Ezuria S.A., or the insurance company providing the product:
I) has not disclosed to him at the time of the application for insurance, one of the information provided for in Article 150 par. 1 of Law 4364/2016,
II) It has not disclosed to him any general or specific terms and conditions by which the contract is governed, mentioning them in the section of the insurance policy where the individual contract details are indicated and delivered together with the insurance policy, in accordance with the provisions of Article 2(4) of Law 2496/1997.
Β. The client-consumer has the right to withdraw from the insurance contract, which is exercised by completing and submitting to the Ezuria S.A. Insurance Offices a written withdrawal declaration within an exclusive period of fourteen (14) calendar days from the day of conclusion of the contract or from the day he received the contractual terms, whichever is later. However, this period shall be extended to thirty (30) calendar days in the case of life insurance as provided for in Article 5 of Law No. 4364/2016 (A’ 13),as in force, as well as in pension insurance. The deadline for exercising the right of withdrawal is suspended for as long as the user has the right to object, in accordance with the aforementioned in subsection 3.
C. The statements of opposition and withdrawal are delivered or sent to the Insurance offices of Ezuria S.A., at the address: or by e-mail: info@ezuria.com . The date of the statement of withdrawal and opposition is the date of receipt of the relevant document by the Insurance offices of Ezuria S.A.
D. In the event that the user lawfully exercises any of the rights of objection and withdrawal provided for in the applicable legislation, the insurance contract is cancelled from the outset, i.e. it is considered that it was never made and therefore has no effect on either of the parties, and the amounts paid are refunded within thirty (30) calendar days from the receipt by the respective insurance company of the notification of withdrawal or objection and there is no penalty for the user. It is clarified that the right of objection or withdrawal cannot be exercised if, until the delivery of the registered letter at the post office or afterwards and until its receipt at the Ezuria S.A. Insurance Offices, a loss has been declared for an insurance risk that has occurred and is covered by the insurance contract. The forms with which the client-consumer can exercise the above rights are sent to him by our company.