EIOPA launches public consultation on draft Guidelines on Complaints-Handling by Insurance Intermediaries

The European Insurance and Occupational Pensions Authority (EIOPA) has
launched today a public consultation on Guidelines regarding
complaints-handling by insurance intermediaries, such as insurance
brokers. They follow up previous EIOPA Guidelines on complaints-handling
by insurers and thereby aim to ensure a "complete circle of
protection" for consumers.

The Guidelines cover similar issues to the Guidelines relating to insurers,
setting down guidance on appropriate internal systems and control for
complaints-handling, the provision of information and procedures for
responding to complaints.

They are also addressed to national competent authorities (NCAs) who would
comply with the Guidelines by incorporating them into their regulatory or
supervisory framework in an appropriate manner. By setting down high-level
principles regarding the arrangements under which insurance intermediaries
handle complaints that they receive, the Guidelines would thereby
establish a minimum level of supervisory convergence. This, in turn, would
lead to benefits in terms of creating a level playing field for insurance
intermediaries across the EU and ensuring fair treatment of complainants
by insurance intermediaries.

A proportionate approach, which seeks to ensure that the benefits to
consumers outweigh the costs to NCAs and intermediaries, remains at the
forefront. EIOPA has paid particular attention to the very diverse nature
and size of the insurance intermediation market in Europe.

As the Guidelines lay down high-level principles for competent authorities,
they are supplemented by more detailed examples of best supervisory
practices in a Report, which links directly to the provisions of the
Guidelines.

The public consultation will end on 28 June 2013 at 12.00 hrs CET. Comments
should be submitted via email to CP-13-006{at}eiopa.europa.eu
(Link: CP-13-006@eiopa.europa.eu ).

Please note that contributions not provided in the template for comments,
or sent to a different email address, or after the deadline will not be
processed.

The Consultation Paper and the Template for comments can be viewed on EIOPA
website (Link:
https://eiopa.europa.eu/consultations/consultation-papers/index.html ).


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