INTRODUCTION

In accordance with the Bank of Greece’s Executive Committee Act 88/05.04.2016 entitled "Handling Complaints by Insurance Companies," MEDITERRANIA AAEZ has adopted and implements this Complaint Management Policy.

This Policy outlines the procedure the COMPANY follows to investigate and address complaints, the principles and rules it adopts in handling them, and the company’s obligations towards complainants.

DEFINITION OF COMPLAINT

A complaint is defined as a statement of dissatisfaction addressed to the Company by a person related to the insurance policy or the insurance services provided. The term "complaint" does not include claims notifications or compensation requests, nor simple requests related to contract performance or the provision of information or clarifications.

A complainant is defined as a person who is considered eligible to lodge a complaint to the Company and who has already submitted a complaint. This includes policyholders, insured persons, beneficiaries of compensation, and third parties who have suffered a loss.

Procedure

The complainant must submit their complaint in writing, clearly and fully describing the reason for their dissatisfaction and the solution they seek.

To assist the complainant, a Complaint Form is available, which the complainant can use to record their complaint.

The communication channels for submitting the form are as follows:

• Email: complains@mediterrania.gr
• Fax: 215 5012571
• Telephone: 215 5005588 (Monday to Friday, 9:00 AM to 5:00 PM) – complainants will be promptly informed of the requirement to send a written complaint.
• Post: Addressed to:

Complaints Management Officer 
MEDITERRANIA AAEZ

IASONIDOU 1

167 77 ELLINIKO

When submitting a complaint, the complainant must provide the Company with the following information:

• Personal details of the complainant, including contact information
• Insurance policy number
• Claim file number (if applicable)
• Full description of the complaint
• The insured party’s request for resolving the issue
• The preferred method of receiving the acknowledgment of receipt

Once the Company receives the complaint, the complainant will promptly receive an acknowledgment of receipt. This acknowledgment briefly describes the complaint management process, contact details for the complaints officer, and the type of information the complainant may need to provide.

Submission and Receipt of Complaints:

All complaints are submitted to the Company:

• Fax: 215 5005588
• Registered mail: To the Company’s address: Iasonidou 1, Elliniko
• Email: claims@mediterrania.gr

For complaints submitted directly to the Company’s affiliated insurance intermediaries, the intermediaries must immediately and electronically inform the Company’s headquarters or promptly forward the complaint electronically.

For every submitted complaint, a receipt acknowledgment will be issued, which will include:

• The name and signature of the officer receiving the complaint
• The deadline by which the complaint will be resolved

Recording:

The Company maintains an electronic record in MS Excel and a numbered logbook for every complaint, including all related documents for managing each complaint.

Records are updated on the same day the complaint is received, and a file is created that includes:

• Complaint Register: The Company maintains a secure complaint register that records all submitted complaints, including:
  • Submission date and closure date
  • Complainant’s identity details
  • A brief description of the complaint
  • The insurance branch to which the complaint relates
  • Outcome of the complaint

Investigation, Evaluation, and Resolution

After investigation and evaluation by the relevant personnel, if the complaint can be resolved immediately, the complainant will be informed by the Company within three business days from the date of submission. If the complaint requires further investigation, the Company will notify the complainant within thirty (30) calendar days from the date of submission.

It is also noted that anonymous complaints will be recorded but not investigated.

Complainants are entitled to request copies and to appeal to the competent authorities, informing the Company accordingly.

Obligations

The Company will make every effort to resolve complaints that come to its attention within a reasonable timeframe, taking into account the content and severity of the complaint. In any case, the Company is committed to providing a written and substantiated response to the complainant within a maximum of fifty (50) calendar days from the date of submission.

If a response is not possible within the above timeframe, the Company will notify the complainant in writing, explaining the reasons why more time is needed and specifying the new timeframe for resolving the complaint.

MEDITERRANIA AAEZ is committed to handling complaints in good faith and with respect for common decency. The Company will keep the complainant informed about the progress of their complaint and the estimated time for resolution. Furthermore, the Company will inform the complainant that if MEDITERRANIA AAEZ’s response does not fully satisfy their complaint, they have the right to pursue their complaint further.

The Company will inform the complainant that initiating the complaint procedure does not interrupt the statute of limitations on any legal claims they may have.

The Company will take all necessary steps to ensure proper and prompt handling of complaints, considering the needs and expectations of each complainant.

In all cases, MEDITERRANIA AAEZ informs complainants that they can contact the following authorities for extrajudicial resolution of their complaints:

• The Consumer Ombudsman: Available within one (1) year from when the consumer becomes aware of the dispute.
  • Address: 144 Alexandras Avenue, 114 71, Athens
  • Tel.: 210 6460862, 210 6460814, 210 6460612, 210 6460734, 210 6460458
  • Fax: 210 6460414
• The General Secretariat for Consumer Affairs:
  • Address: Kanigos Square, 101 81, Athens
  • Tel.: 1520
  • Fax: 210 3843549
• The Bank of Greece:
  • Department of Private Insurance Supervision (DPEIA):
  • Address: 21 Eleftheriou Venizelou Street, 102 50 Athens
  • Tel.: 210 3205222, 210 3205223
  • Fax: 210 3205437-8

Reports, Records, and Monitoring of the Policy

The Company’s Complaints Management Officer will prepare and submit a report to the Company’s competent management body every six (6) months or as needed. The report will provide full details on the number of complaints submitted during that period and their resolution status. The report will also identify any weaknesses or deficiencies in the Company’s internal procedures for handling complaints and propose measures to address them.

Additionally, in accordance with the Bank of Greece’s Executive Committee Act 88/05.04.2016, the Company provides the Bank of Greece with any requested information or written reports regarding complaint handling.

Validity – Amendments:

This Policy is effective as of the Board of Directors’ decision dated 08/07/2023, is published on the Company’s website, and has been communicated to all Company personnel.

This Policy may be amended and reapproved by the Board of Directors based on recommendations from the Complaints Officer whenever deemed necessary, taking into account its implementation effectiveness and any changes in the legal and regulatory framework.

Submit a complaint request here!