Belgium complaints handling

There are no regulations on complaint handling by insurers.

The Belgium Financial Services and Market Authority (FSMA) expects that insurers comply with existing EIOPA guidelines.

Definition of a complaint (EIOPA definition)

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.

Lloyd’s Europe has adhered to the code of good conduct for the management of complaints (the Code) as well.

Definition of a complaint (the Code definition)

Any expression of dissatisfaction regarding the activities of the company’s insurance to which a response is explicitly or implicitly expected.

Definition of a complainant (EIOPA definitions)

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 3 (three) business days of the complaint being made.

A final response to be provided, in writing, within 1 (one) month of receipt of the complaint.

If it is not possible to adhere to these time frames, the reasons must be made clear, in writing, indicating the period within which a definite answer can be expected.