Latvia complaints handling

There are no specific definitions of a complaint or a complainant under the Latvian regulation.

The existing EIOPA definitions should be applied.

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 within 20 (twenty) days of receipt of the complaint.

If this term objectively cannot be observed, it must be explained the reasons for it and indicated a reasonable term for providing the response.

External Dispute Resolution

Latvian Insurers Association (LIA)

4, Toma street, 1st floor Riga, LV-1003,

Latvia

E-mail : office@laa.lv

Website: www.laa.lv

Tel: +371 67360898