Rules for handling complaints at Europa Ubezpieczenia
These rules set out the form and place for submitting complaints, how we communicate with customers, the scope and content of our replies, and the time limits for handling complaints.
Definitions
- Europa Ubezpieczenia — Towarzystwo Ubezpieczeń Europa S.A., ul. gen. Władysława Sikorskiego 26, 53-659 Wrocław, Poland, District Court for Wrocław-Fabryczna in Wrocław, KRS 0000002736, NIP 895 10 07 276.
- Customer — the policyholder, the insured, the beneficiary, a person entitled under the insurance contract, an heir with a legal interest in establishing liability or in the payment of a benefit under the insurance contract, and a natural person pursuing a claim under compulsory insurance regulations. A customer is also any entity — individual or institution — that submits or intends to submit a complaint, regardless of whether it uses or has used the insurer's services, has requested them, or has received the insurer's marketing offer.
- Claim complaint — a submission addressed to the insurer by its customer in which the customer raises objections to the services provided by the insurer.
- Complaint — any submission by a customer to the insurer concerning objections to the services provided by the insurer or to the insurer's activities.
Introduction
As a financial institution professionally engaged in insurance, Towarzystwo Ubezpieczeń Europa S.A. pays particular attention to its dealings with customers. A key element of our business strategy is building long-term relationships with customers based on trust. Our focus is therefore on the customer, their needs and expectations, and on objections to our activities and services, with particular attention to complaints.
Based on the conclusions drawn from complaints, we make changes and adapt our activities, services and products to our customers' expectations.
The rules for handling complaints are a set of standards that we follow when handling our customers' complaints.
Complaints are handled fairly, thoroughly, objectively and independently, with respect for generally applicable law, the insurance terms and conditions, and good practice.
These rules comply with the applicable laws and other regulations that apply to the insurer and are updated from time to time.
Complaints are handled by an organisational unit of the insurer dedicated solely to this area, which ensures that the process is transparent, independent and impartial. For insurance and specialist services, complaint and claim handling may be entrusted to entities specialised in the given field; they handle complaints in line with the insurer's standards.
Based on regular analyses of customer complaints, decisions are taken to make the necessary changes to our operations in order to eliminate any irregularities found.
Submitting complaints
Europa Ubezpieczenia does not restrict the time for submitting complaints beyond the applicable statutory limitation periods. The only requirement — apart from a description of the reason — is to provide details that allow the customer's case to be identified and further contact and correspondence to take place. Basic details are sufficient, such as first name and surname, case number / policy number (for identification), and correspondence address, telephone number and e-mail address (for contact).
Submitting a complaint promptly and attaching the relevant documents helps to speed up its handling. On request, we will confirm receipt of the complaint electronically.
The ways of submitting complaints are set out in the individual insurance terms and conditions.
Customers may submit complaints themselves or through a representative holding an appropriate power of attorney.
Documents relating to complaints are strictly protected in accordance with the company's internal regulations and with the laws governing insurance activity and the protection of personal data.
Customers who submit complaints have the right to inspect the documentation collected in the case to which their complaint relates.
Communication with customers
Complaints are answered in the form chosen by the customer.
The insurer handles complaints within the time limits set out in the individual insurance terms and conditions.
In particularly complex cases that cannot be resolved within that time limit, the complainant will be informed of the reason for the delay, the circumstances that need to be established in order to resolve the case, and the expected date of the reply.
Every statement by the insurer that concludes the handling of a complaint contains information on the available means of appeal and on the possibility of pursuing claims in court.
Final information
The insurance activity of Europa Ubezpieczenia is supervised by the supervisory authority competent for the given territory.
For contracts concluded electronically (online), a customer who is a consumer residing in a European Union country (or in Norway, Iceland or Liechtenstein) may submit a complaint to an out-of-court consumer dispute resolution body via the European ODR (Online Dispute Resolution) platform: ec.europa.eu/consumers/odr.
The insurer's customers may pursue their claims before the court of general jurisdiction or before the court competent for the registered office or place of residence of the policyholder, the insured, the beneficiary or the person entitled under the insurance contract.