• The Guidelines follow up the Guidelines on complaints handling by insurers, thereby seeking to ensure a “complete circle of protection” for consumers;
• They provide guidance on insurance intermediaries’ internal systems and control for complaints handling, the provision of information to consumers and procedures for responding to complaints;
• A proportionate approach is promoted, which takes into account the nature and size of insurance intermediaries;
• The objective is to finalise the Guidelines in autumn 2013.

Read full EIOPA Press Release.