Austria complaints handling
There are no definitions of a complaint or a complainant in Austrian law and regulations.
The Austrian Financial Market Authority expects that insurers comply with existing EIOPA definitions.
Definition of a complaint (EIOPA definition)
A statement of dissatisfaction addressed to an insurance undertaking by a person relating to the insurance contract or service he/she has been provided with. Complaints handling should be differentiated from claims handling as well as from simple requests for execution of the contract, information or clarification.
Definition of a complainant (EIOPA definition)
A person who is presumed to be eligible to have a complaint considered by an insurance undertaking and has already lodged a complaint e.g. a policyholder, insured person, beneficiary and in some jurisdictions, injured third party.
Timescales
A prompt acknowledgement of the complaint, in writing, within 5 (five) business days of the complaint being made.
A final response to be provided in writing, within reasonable timeframe, and no longer than 8 (eight) weeks of receipt of the complaint.
External Dispute Resolution
Beschwerdestelle über Versicherungsvermittler im BMAW,
Bundesministerium für Arbeit und Wirtschaft
Stubenring 1, 1010 Vienna,
Abteilung VI/A/1