Insurers have two months to develop on-line systems for receiving complaints
 Insurance companies are required to develop on-line systems to receive complaints and claims from customers, according to new prudential standards on complaints/claims solving regarding the activity of insurers, reinsurers and insurance and/or reinsurance brokers.
The deadline for the implementation of this module on companies' sites is 1st of June, meaning 60 days from the date of the entry into force of the rules, approved by Order nr.3/2010 of the Insurance Supervisory Commission, published in the Official Gazette, Part I, no. 226, April 9th, 2010.
Also, companies will have 30 days to prepare written procedures for receiving and dealing with complaints, and to assign the teams for analyzing and solving them.
Also, according to these regulations, within 30 days from the date of receiving a claim, companies must send a positive or negative answer to the request. The ISC submitted complaints will have a preferential treatment, as they must be solved by insurance companies in maximum 10 calendar days.
The rules also state the insurers' obligation to open and to maintain a unique register of complaints and notifications in electronic format, in which they are to record all received complaints and claims, including those received from territorial branches/agencies.
These legislative changes have been adapted under the circumstances of dissatisfactions expressed by some clients on how the claims were paid, especially on the MTPL segment.
In 2009, ISC received over 6,200 complaints, their number having tripled compared to 2008, when only 2,000 complaints were registered.
Author: Andreea IONETE
on 14.04.2010
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