ISC forces the companies to answer complaints within 30 days
 Insurance companies will be required to develop on-line systems for receiving the complaints of clients, according to a draft law posted for debate on the ISC website. The deadline for the implementation of this module on the sites of companies is of 30 days from the date of the entry into force of the norms.
Companies will also have 30 days at their disposal to elaborate written procedures for receiving and handling the complaints, and to assign teams for analyzing and solving them.
Also, according to the content of this draft, companies must send a positive or negative answer to the request within 30 days since the date of receiving a complaint.
The complaints submitted by ISC will have a preferential treatment, as they will have to be solved in maximum 10 calendar days.
This normative proposal comes under the circumstances of complaints displayed by some of the clients, regarding the way in which claims are paid, especially on the MTPL segment.
Moreover, in 2009, ISC has received over 6,200 complaints, and their number has tripled compared to 2008, when only 2,000 complaints were registered.
Currently, complaints submitted to the supervisory authority were regulated by Ordinance no. 27/2002.
We invite you to tell us if you estimate as realistic the deadlines forwarded by the ISC for the implementation of the stipulations of this norm.
Author: Mihaela CIRCU
on 16.03.2010
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