Complaint Handling Policy

In accordance with Decision No. 89/05.04.2016 of the Executive Committee of the Bank of Greece regarding the handling of complaints by insurance intermediaries, the following apply:

“The Insurance Intermediary shall adopt and implement a written Complaint Handling Policy, which is communicated to all relevant staff. The governing body is responsible for setting the policy’s content, overseeing its implementation, and ensuring full compliance with it.”
Additionally, “The Insurance Intermediary shall establish a complaint handling function that ensures complaints are investigated and addressed in good faith, by collecting and reviewing all relevant data and information. Furthermore, with the exception of sole proprietorships, the intermediary must use this function to resolve conflicts of interest.”

For the purposes of this policy:

• An insurance intermediary is any natural or legal person who undertakes or carries out insurance mediation activities for remuneration.
• A complaint is any expression of dissatisfaction submitted to TZITZIRIS K. & SIA G.P. by a person receiving its services.
• A complainant is the individual who has submitted a complaint — including policyholders, insured parties, beneficiaries, or injured third parties.

General Obligations of TZITZIRIS K. & SIA G.P.

The company is responsible for adopting a written Complaint Handling Policy, ensuring its content, oversight, and communication to all personnel, while assuming full accountability for its implementation.

 Complaint Handling Function

The company ensures that all complaints are thoroughly investigated in good faith, using all available evidence and information, and addresses potential conflicts of interest proactively.

Complaint Handling Manual

The internal Complaint Handling Manual outlines the procedures for identifying, recording, and managing complaints, structured around the following key principles:

• Centralized collection of all complaints and their registration in a unified Registry to ensure timely and accurate resolution.
• Monitoring all required steps to resolve each complaint, including root cause analysis and issue resolution.
• Providing prompt, clear, complete, and consistent responses to all complainants.

These procedures also include initiatives aimed at continuously improving the services offered by TZITZIRIS K. & SIA G.P., thus enhancing the overall customer experience.

Complaints Registry

By decision of the authorized company representative, a Complaints Registry is maintained, recording all necessary data related to submitted complaints.

Each entry in the Registry shall include at minimum:

• Date of complaint submission
• Date the response process was completed
• Identification details of the complainant
• Brief description of the complaint
• Insurance class related to the complaint
• Conclusions from the outcome of the case

The Complaints Registry is stored securely along with all related documentation. This file is retained for at least 10 years from the date of submission. Upon request, TZITZIRIS K. & SIA G.P. will promptly provide the Bank of Greece with all relevant information and documentation.

Additionally, complaint root causes are analyzed on an ongoing basis. Any weaknesses or gaps identified in the processes are reported to the Management and relevant departments, enabling corrective action.

How to Submit a Complaint

A complainant may submit their complaint through the following means:

• Verbally, at the offices of TZITZIRIS K. & SIA G.P.
• In writing, by completing and sending the official Complaint Form via post to:
  TZITZIRIS K. & SIA G.P., Complaints Service, 6 Skoufa Street, 17341 Athens, Greece
• By email, by sending the completed Complaint Form to:
  contact@vekria.gr

Complaint Processing and Response Time

TZITZIRIS K. & SIA G.P. shall provide the complainant with confirmation of receipt, corresponding to the registration number in the Complaints Registry.

If the complaint concerns a partnering insurance company rather than TZITZIRIS K. & SIA G.P. directly, it will be forwarded accordingly, and the complainant will be informed that the matter will be handled and responded to by the respective insurer.

The processing of complaints — from receipt to response — must be completed within 20 calendar days at the latest.