EIOPA publishes Guidelines on Complaints-Handling by Insurance Undertakings, translated into all the official EU languages

16 November 2012

This publication triggers a transitional period of two months until 15 January 2013, within which national supervisors have to declare whether they intend to comply with the Guidelines or otherwise explain the reasons for non-compliance.

The Guidelines, which are addressed to national competent authorities (NCAs), aim to provide guidance on appropriate internal systems and control for complaints-handling by insurers (such as having a complaints management policy and complaints management function in place), render them more effective and provide guidance on the provision of information and procedures for responding to complaints, thereby ensuring the adequate protection of policyholders and beneficiaries.

By having translated the Guidelines into all the official languages of the EU, today’s publication triggers a transitional period of two months until 15 January 2013, within which national supervisors have to declare whether they intend to comply with the Guidelines or otherwise explain the reasons for non-compliance, which may be made public by EIOPA on a case-by-case basis. According to Article 16(3) of the Regulation establishing EIOPA, national supervisors have to make every effort to comply with the Guidelines.

Press release

Guidelines

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