PUBLIC SUMMARY OF THE COMPLAINT MANAGEMENT PROCESS

The purpose of the Complaint management process is to record and investigate them in good faith as well as to try to resolve them, where possible, in the context of good faith.
The complaint is handled in accordance with the Act of the Bank of Greece of 89/5.4.2016 and the Decision of the Credit and Insurance Committee of the Bank of Greece number 122/15.12.2014.

Submission

Submission of complaints is done in writing by sending

• Via e-mail: info@star-group.gr
• By mail to: Complaints Manager, STAR GROUP INSURANCE SERVICES, 1 Perikli Stavrou – 115 24 Athens

Complaints concept

"Complaint" means the written expression of dissatisfaction addressed to the insurance intermediary by a natural or legal person who becomes a recipient of his services and which is related to the insurance policy in any way (policyholder, insured, beneficiary, injured third party). It is noted that the concept of complaints does not include announcements of insurance claims or requests for compensation as well as simple requests related to the execution of the insurance policy and the provision of information or clarifications.

Procedure

• Upon receipt of the complaint by Star Group Insurance Services, a relevant file will be recorded and created and the complainant receives the fastest possible receipt, accompanied by a description of the procedure to be followed, the contact details of the person responsible for handling the complaint, as well as the type of information the Complainant needs to provide to Star Group Insurance Services to fully investigate their complaint.
• Star Group Insurance Services will make every effort to resolve the complaint within twenty (20) working days of its receipt, taking into account the content and gravity of the complaint and will inform the complainant regarding the course of examination of his complaint only, at his request.
• If it is not possible to resolve the issue within the above deadline, Star Group Insurance Services is obliged, within a legal deadline of fifty (50) calendar days from the date of submission of the complaint, to complete the examination of the complaint and send a written and reasoned response to complainant, by the same means by which it became aware of the accusation. In addition, in its response, it will explicitly inform the accused that he has the right to stick to his complaint.
• Any exceeding of the above deadline of fifty (50) days shall be justified in writing to the accused and the new time for completing the processing of the complaint shall be determined.

Authorities you can turn to

Also, in the event that a mutually acceptable solution is not reached, Star Group Insurance Services informs you that you can refer to one of the following authorities for an out-of-court resolution of your problem:

• the General Consumer Secretariat http://www.efpolis.gr/
• Hellenic Consumer’ Ombudsman http://www.synigoroskatanaloti.gr/
• • the Directorate of Private Insurance Supervision of the Bank of Greece http://www.bankofgreece.gr/Pages/el/deia/default.aspx

In this case, the deadline to submit a report is three (3) months from the moment, in your opinion, the consumer dispute arose.
Your submission of this report does not interrupt or suspend the deadlines provided by law for the use of legal remedies on your part.

Limitation of claims before the Court

Any claim against an insurance intermediary is normally time-barred after the period of time defined by the legislation for each case has passed. The submission of a complaint by you does not interrupt the above limitation period.