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