Croatia complaints handling

Definition of a complaint

The interested persons shall have the right to file a complaint to the insurance undertaking with regard to the provision of insurance services, i.e. with regard to the performance of the obligations arising from the insurance contract.

Definition of a complainant

Any interested persons can file a complaint.

Definition of a Interested persons

1 consumer, that is, any natural person who has right and obligations under the insurance contract from the type of insurance referred to in Article 7 of this Act and the users of the insurance and / or reinsurance distribution services

2 legal entities that have rights and obligations under the insurance contract from the type of insurance referred to in Article 7. of this Act, or which are the users of the insurance and / or reinsurance distribution services

3 the injured parties in the process of resolving claims for damages from extra-contractual liability for damages.

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 within 8 (eight) weeks of receipt of the complaint.

External Dispute Resolution

Croatian Financial Services Supervisory Agency

Hrvatska Agencija za Nadzor Financijskih Usluga (HANFA)

Franje Račkoga 6 Zagreb

HR – 10000

Croatia

Tel: +385 1 6173 200

Fax: +385 1 4811507

E-mail: potrosaci@hanfa.hr

Website: www.hanfa.hr/consumer-protection/complaints-to-hanfa/