Portugal 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. At that moment, you will be informed of the date when the investigation is expected to be finished.

A final response to be provided within 20 (twenty) business days (or 30 (thirty) business days for exceptional or complex cases) of receipt of the complaint.

 

External Dispute Resolution

Mr Gonçalo Vareiro
NSM, Sociedade de Advogados RL Avenida Fontes Pereira de Melo, nº 21, 2º.1050-116 Lisbon
Portugal
Fax: +351 211 911 722
E-mail: gv@nsmadvogados.pt

 

You may also bring a complaint before the Authority for the Supervision of Insurance and Pension Funds (ASF). The contact details are below:

Authority for the Supervision of Insurance and Pension Funds (ASF)
Av. da República, 76
1600-205 Lisbon
Portugal
Tel: (351) 21 790 31 00
Fax: (351) 21 793 85 68