Belgium complaints handling
Definition of a complaint
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
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.
A prompt acknowledgement of the complaint, in writing, within 3 (three) business days of the complaint being made.
A final response to be provided within 1 (one) month of receipt of the complaint.
de Meeussquare 35
Tel: +32 (2) 547 58 71
Fax: +32 (2) 547 59 75