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Lithuania 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 15 (fifteen) business days of receipt of the complaint. In exceptional cases, a final decision will be provided to you within 35 (thirty-five) business days of the complaint being received.

 

External Dispute Resolution

Bank of Lithuania
Supervision Service
Žirmūnų g. 151
LT-09128 Vilnius
Lithuania

Tel: +370 5 268 0029
Fax: +370 5 268 0038
E-mail: info@lb.lt
Website: www.lb.lt/consumer_protection