Estonia complaints handling

There are no definitions of a complaint or a complainant in the Estonian regulation.

Insurers should comply with existing EIOPA definitions.

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.

Definition of a complainant (EIOPA definition)

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.


A prompt acknowledgement of the complaint, in writing, within 5 (five) business days of the complaint being made.

A final response to be provided, in writing, within 15 (fifteen) calendar days of receipt of the complaint.

External Dispute Resolution

Consumer Disputes Committee

Endla 10A 10122 Tallinn


Useful documents