There are no specific definitions of a complaint or a complainant under the local regulation.
The existing EIOPA definitions should be applied.
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.
Timescales
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 30 (thirty) business days of receipt of the complaint.
External Dispute Resolution
Mediation Centre of the Slovenian Insurance Association
Železna cesta 14
1000 Ljubljana
Slovenia
00386 1 3009381
irps@zav-zdruzenje.si
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