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

 

External Dispute Resolution

Ombudsman at the Association of Latvian Insurers

Lomonosova iela 9-10,
Riga, LV-1019,
Latvia

E-mail : office@laa.lv
W: www.laa.lv
T: +371 67360898