On 16 November 2012, EIOPA published the translation of Guidelines on Complaints-Handling by Insurance Undertakings into all official languages of the European Union (the “Guidelines”). The Guidelines, which are addressed to National Competent Authorities (NCAs), aim to provide guidance on appropriate internal systems and control for complaints-handling by insurers (such as having a complaints management policy and complaints management function in place), render them more effective and provide guidance on the provision of information and procedures for responding to complaints, thereby ensuring the adequate protection of policyholders and beneficiaries.

A transitional period of two months within which national supervisors must declare whether they intend to comply with the Guidelines, or otherwise explain the reasons for non-compliance, expired on 15 January 2013. According to Article 16(3) of the Regulation establishing EIOPA, national supervisors have to make every effort to comply with the Guidelines.

Please click here for the full text of the Guidelines