Spain 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

External Dispute Resolution

 

For business written on a Freedom of Establishment basis

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 1 (one) month of receipt of the complaint. The decision will be communicated to you within a maximum period of 10 (ten) calendar days after the decision has been taken.

Servicio de Reclamaciones de la Dirección General de Seguros y Fondos de Pensiones
Pº Castellana, 44
28046 Madrid
Spain

Tel: 952 24 99 82

Website: www.dgsfp.mineco.es/es/Consumidor/ProteccionAsegurado/Paginas/InformacionProcedimiento.aspx

 

 

For business written on a Freedom of Services basis

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 2 (two) months of receipt of the complaint.

Servicio de Reclamaciones de la Dirección General de Seguros y Fondos de Pensiones
Pº Castellana, 44
28046 Madrid
Spain

Tel: 952 24 99 82

Website: www.dgsfp.mineco.es/es/Consumidor/ProteccionAsegurado/Paginas/InformacionProcedimiento.aspx