Estonia complaints handling
There are no definitions of a complaint or a complainant in the Estonian regulation.
Insurers should 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 15 (fifteen) calendar days of receipt of the complaint.
External Dispute Resolution
Consumer Disputes Committee
Endla 10A 10122 Tallinn
Estonia
Tel: +372 667 2000
Consumer advice hotline: +372 620 1707 (Mon-Fri 10.00-15.00)
E-mail: info@ttja.ee