Greece 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.

A final response to be provided within 50 (fifty) calendar days of receipt of the complaint.

External Dispute Resolution

Hellenic Consumers Ombudsman

144 Alexandras Avenue

114 71, Athens

Greece

+30 210 646 0862

+30 210 6460814

+30 210 6460612

+30 210 6460734

+30 210 6460458

+30 210 646 0414 (fax)

grammateia@synigoroskatanaloti.gr

Submit a complaint online

Complaints referred to the Hellenic Consumers Ombudsman must be submitted to it within 1 (one) year of you becoming aware of the act or omission that gave rise to the complaint.

Bank of Greece

21 E. Venizelos Avenue

102 50, Athens

Greece

Tel: +30 210 320 1111

insurancecomplaints@bankofgreece.gr

Submit a complaint to the Bank of Greece

Ministry of Development and Investments General Secretariat for Trade and Consumer Protection

Directorate-General for Consumer Protection

Kaniggos Sq.

10181 Athens

Greece