On 9 November 2011, the European Insurance and Occupational Pensions Authority (EIOPA) launched 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;
These Guidelines aim to contribute to the adequate protection of policyholders and pension fund beneficiaries.
This consultation will end on 31 January 2012 at 12.00 HRS CET. Comments should be submitted via email to [email protected] (Link: [email protected]). Comments submitted after the deadline or not submitted on the provided template in Word will not be processed.
EIOPA welcomes comments from all interested parties on the draft Guidelines. Accompanying the Guidelines, a 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 EIOPA’s website (https://eiopa.europa.eu/consultations/consultation-papers/index.html).
It is appreciated if any feedback provided to EIOPA is copied to the Malta Financial Services Authority – Insurance and Pensions Supervision Unit on e-mail [email protected].
Links:
“Consultation Paper on the Proposal for Guidelines on Complaints Handling by Insurance Undertakings”
Link: https://eiopa.europa.eu/consultations/consultationpapers/index.html no_cache=1&cid=4641&did=18385&sechash=b39fa4ed
“Report on Best Practices on Complaints-Handling by Insurance Undertakings”
Link: https://eiopa.europa.eu/consultations/consultationpapers/index.html?no_cache=1&cid=4641&did=18384&sechash=5479167d
Template to submit comments
https://eiopa.europa.eu/consultations/consultationpapers/index.html?no_cache=1&cid=4607&did=18159&sechash=50017976
MFSA Ref: 53-2011
