Legal notice
Complaints Handling Policy
Pursuant to Decision No. 122/3/15.12.2014 of the Credit and Insurance Committee of the Bank of Greece ("Handling of complaints by insurance intermediaries", Government Gazette No. 3533/B/30-12-2014).
PK INSURANCE has adopted and applies a Complaints Handling Policy, by which it undertakes to carry out a substantive and objective investigation of all complaints from its clients or third parties regarding insurance products and services.
The notification of any complaints reflects the level of client satisfaction and enables the Company to identify potential weaknesses in good time and address them effectively, with the aim of improving the level of service and ensuring the quality of the insurance products and services it promotes as a company carrying out the activity of an insurance broker.
PK INSURANCE undertakes to make every possible effort for the immediate, objective and impartial handling of the complaints of its clients or third parties, in accordance with applicable law, guided by good faith and respect for the protection of personal data.
Key definitions
In accordance with Article 1 of the above Decision of the Bank of Greece:
A "complaint" means a statement of dissatisfaction addressed to an insurance intermediary by a person who is a recipient of the services of the insurance intermediary, as defined in Article 2 par. 3 and 7 of Presidential Decree 190/2006. Complaints do not include notifications of claims or requests for compensation, nor simple requests relating to the performance of the insurance policy and the provision of information or clarifications.
A "complainant" means the person deemed to meet the conditions to raise a complaint for examination by an insurance intermediary and who has already submitted a complaint, such as the contracting party, the insured, the beneficiary of compensation, or the injured third party.
Complaints handling procedure
Insured persons or third parties who wish to submit a complaint must notify PK INSURANCE of the following:
- Personal details of the complainant (including their contact details).
- The insurance line to which the complaint relates (indicatively, the life and health line).
- A description of the complaint and of the desired resolution.
Channels available for submitting complaints
- By email: info@pkinsurance.gr
- By post, for the attention of the Complaints Handling Officer, PK INSURANCE, 14 Ermou St., Athens, 105 63.
Procedure steps
Upon receipt of the complaint by PK INSURANCE, the complainant receives, as soon as possible, an acknowledgement of receipt, accompanied by a description of the procedure to be followed, the contact details of the person responsible for handling the complaint, and the type of information the complainant needs to provide for the full investigation of their complaint.
PK INSURANCE will make every possible effort to resolve the complaint within twenty (20) working days of its receipt, taking into account the content and seriousness of the complaint, and will inform the complainant about the progress of the examination of their complaint upon relevant request.
If it is not possible to resolve the matter within the above deadline, PK INSURANCE is obliged, within the statutory deadline of fifty (50) calendar days from the date of submission of the complaint, to complete the examination of the complaint and send a written and reasoned response to the complainant, by the same means by which the complaint came to its attention. In addition, in its response it will expressly inform the complainant that they have the right to maintain their complaint.
Any exceeding of the above fifty (50) day deadline is justified in writing to the complainant, and the new time for completion of the processing of the complaint is specified.
PK INSURANCE will inform complainants that activating the complaints examination mechanism does not interrupt the limitation period of their legal claims.
Out-of-court resolution
Furthermore, if a mutually acceptable solution is not reached, PK INSURANCE will inform the complainant of the Authorities to which they may turn, within the prescribed deadlines, for the out-of-court resolution of their complaint. Indicatively:
- General Secretariat for Consumer Affairs — www.efpolis.gr
- Consumer Ombudsman — www.synigoroskatanaloti.gr
- Department of Private Insurance Supervision of the Bank of Greece — Bank of Greece / DEIA