Hungary complaints handling

Definition of a complaint

Objection from a client that relates to: the insurer’s failures and activities prior to, or upon, the signing of the contract; contract fulfilment by the insurer; contract termination; the settlement of any contract related legal disputes after the contract has been terminated. .

Definition of a Client

The policyholder, the insured person, the beneficiary, the injured party, any other person who makes a contractual offer to the insurance company and who is entitled to receive benefits from the insurance company, furthermore, in the case of independent insurance intermediaries, any person who enters into a contract with an independent insurance intermediary for the purpose of brokering

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

External Dispute Resolution

Financial Consumer Protection Centre

Hungarian National Bank / Magyar Nemzeti Bank

Address: 1122 Budapest, Krisztina krt. 6.

Mailing address: 1534 Budapest BKKP Postafiók: 777

Tel: +36 (80) 203 776

Fax: +36 (1) 489 9102

Email: ugyfelszolgalat@mnb.hu

Website: https://www.mnb.hu/en/financial-customer-protection

The Financial Arbitration Board / Pénzügyi Békélteto Testület

Address: 1013 Budapest, Krisztina krt. 55.

Postal adress: Magyar Nemzeti Bank, 1850

Tel: (+36 1) 428-2600

Fax: (+36 1) 429-8000

Email: info@mnb.hu

Website: www.mnb.hu/en/hungarian-financial-arbitration-board