COMPLAINT PROCEDURE
1. INTRODUCTION
The highest priority for our Company is the optimal response to your insurance needs, providing effective high quality services at all times. In this context, in this section you can get information on how you can submit your complaint to us in relation to either your policy or the insurance services provided to you. In more detail:
2. WHAT IS CONSIDERED A COMPLAINT?
The expression of dissatisfaction by a natural or legal person, which is related to the insurance policy or the insurance services howsoever provided to him or her, e.g. policyholder/insurance recipient, insured, indemnity beneficiary, injured third party in non-life insurances. Complaints are also considered in accordance with the law, insurance claims announcements, indemnity claims and claims related to your policy and the provision of information or clarifications about it.
3. WHAT IS THE PROCEDURE TO SUBMIT YOUR COMPLAINT?
To submit your complaint to us, you can fill in the online Complaint Form that you will find below or the corresponding form, which you can send us in any of the following ways that is convenient for you, specifically:
(a) by email to quality@mondial-assistance.gr,
(b) by fax to (+30) 2111099824;
(c) by post to:
Greek Branch of the foreign insurance company "AWP P&C SA"
10 Premetis Street, Agios Dimitrios
GR-10743, Athens
In any case, if you do not choose to submit the online Complaint Form, but the corresponding form, this should at least include the following information:
· Full name
· Father's Name
· Date of birth
· Insurance policy number (or registration number, for vehicle insurance)
· Contact Phone
· Your relationship to policy (insured, covered member, prospective client, etc.)
4. WHAT IS THE MANAGEMENT PROCEDURE REGARDING YOUR COMPLAINT?
Once we receive your complaint, the relevant Complaints Management Department will record your request and create the corresponding file. For its management, it will collect any data required by the competent departments of the Company.
The Company is obliged, within fifty (50) calendar days of receipt of your complaint, to provide you with a written reasoned response. In the case of any delay, it must notify you in writing of both the fact of the delay and the reason for it.
5. TO WHICH AUTHORITIES CAN YOU ADDRESS?
Together with the submission of your complaint or in case you are not satisfied with the response of the Company, you can contact the Independent Administrative Authority "Consumer’s Ombudsman" at the following details:
Address: 144 Alexandras Avenue, Athens GR-11471
Website: http://www.synigoroskatanaloti.gr/
Telephones: (+30) 2106460862/2106460814
6. WHEN ARE YOUR CLAIMS AGAINST THE COMPANY LIMITED?
Any of your claims against the Company shall be limited at the end of each limitation period provided by applicable law. The submission of a complaint with the above procedure does not interrupt the statute of limitations of your legal claims.
