EIOPA has launched a public consultation on Guidelines regarding complaints-handling by insurance intermediaries, such as insurance brokers. The Guidelines follow the previous publication of guidelines on complaints-handling by insurers, thereby aiming to ensure a complete circle of protection for consumers in this area.

The Guidelines set down guidance in relation to:  

  • appropriate internal systems and controls for complaints-handling;
  • the provision of information; and
  • procedures for responding to complaints.

The Guidelines are addressed to national competent authorities who would comply with the Guidelines by incorporating them into their national regulatory or supervisory framework. The Guidelines establish a minimum level of supervisory convergence by setting down high-level principles regarding the arrangements under which insurance intermediaries handle complaints. This helps to create a level playing field for insurance intermediaries across the EU and ensures fair treatment of complainants by insurance intermediaries.

The Draft Report contains a list of best practices for handling complaints by insurance intermediaries for the purpose of enhancing customer protection.

EIOPA invites submissions from all interested parties before the public consultation ends on 28 June 2013.

Please click here to view the consultation documentation including the Draft Report.