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Bulgaria complaints handling

Definition of a complaint (EIOPA definitions)

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

Beneficiaries of insurance services.



A prompt acknowledgement of the complaint, in writing, within 5 (five) business days of the complaint being made.

A final response to be provided within 1 (one) month of receipt of the complaint.


External Dispute Resolution

Financial Supervision Commission

No. 16 Budapeshta Str.

1000 Sofia


Tel: +359 2 9404 999

Fax: +359 2 9404 606