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Croatia 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 5 (five) business days of the complaint being made.

A final response to be provided within 8(eight) weeks of receipt of the complaint.


External Dispute Resolution

Croatian Financial Services Supervisory Agency (HANFA)
Miramarska 24b
HR – 10000

Tel: +385 1 6173 200
Fax: +385 1 4811406