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Hungary 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.

 

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 30 (thirty) calendar days of receipt of the complaint.

 

External Dispute Resolution

Financial Consumer Protection Centre
Hungarian National Bank
BKKP Postafiók: 777
1534 Budapest
Hungary

Tel: +36 80 203 776
Email: ugyfelszolgalat@mnb.hu
Website: www.mnb.hu/en/financial-consumer-protection-center

The Financial Arbitration Board
Krisztina korut 39
1013 Budapest
Hungary

Tel: +36 14 899 100
Email: pbt@pszaf.hu
Website: www.mnb.hu/en/hungarian-financial-arbitration-board