The European Insurance and Occupational Pensions Authority (EIOPA) launched
today a public consultation on proposed Guidelines on Complaints-Handling
by Insurance Undertakings. The draft Guidelines, which are addressed to
competent supervisory authorities, are being issued to:
(i) clarify the expectations of supervisors regarding the effectiveness of
insurance undertakings' internal control systems for
complaints-handling, including lessons learned from complaints received;
and
(ii) provide guidance on adequate treatment of complaints including
providing necessary information to consumers.
EIOPA welcomes comments from all interested parties on the draft
Guidelines. Accompanying the Guidelines, a draft Report setting out Best
Practices for Complaints-Handling by Insurance Undertakings has also been
published. Both the draft Guidelines and Best Practices Report can be
accessed via our website.
These Guidelines and Best Practices Report aim to contribute to the
enhancement of consumer protection.
EIOPA's Chairman, Gabriel Bernardino commented: "Ensuring appropriate
procedures are in place within insurance undertakings for handling
complaints is of fundamental importance in enhancing customer protection,
one of EIOPA's core objectives. By issuing these draft Guidelines (which
are the first for EIOPA in this area), EIOPA aims to not only enhance
consumer protection but also to strengthen regulatory convergence bearing
in mind the forthcoming revision of the Insurance Mediation Directive and
its potential extension to direct writers. These Guidelines are just part
of what EIOPA is doing to take a leading role in the area of consumer
protection"
This consultation will start on 9 November 2011 and end on 31 January 2012
at 12.00 HRS CET. Comments should be submitted via email to
CP-010@eiopa.europa.eu (Link: CP-010@eiopa.europa.eu ). Please
note that comments submitted after the deadline or not submitted on the
provided template in Word cannot be processed.
Click here to read the "Consultation Paper on the Proposal for Guidelines
on Complaints-Handling by Insurance Undertakings (Link:
https://eiopa.europa.eu/fileadmin/tx_dam/files/consultations/consultationpapers/CP10-11/CP10a_Guidelines_Complaints_Handling.pdf
)"
Click here to read the "Report on Best Practices on Complaints-Handling
by Insurance Undertakings (Link:
https://eiopa.europa.eu/fileadmin/tx_dam/files/consultations/consultationpapers/CP10-11/CP10b_Best_Practices_Complaints_Handling.pdf
)"
Click here to download the template to submit comments (Link:
https://eiopa.europa.eu/fileadmin/tx_dam/files/consultations/consultationpapers/CP10-11/Comments_Template_on_CP_11-010a_b.docx
).
This newsletter was sent to you by:
EIOPA
WesthafenTower | Westhafenplatz 1 | 60327 Frankfurt | Germany
Phone: +49 69 951119-20
Fax: +49 69 951119-19
info@eiopa.europa.eu
https://eiopa.europa.eu
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