COMPLAINT HANDLING PROCEDURE
SIA HWCA ensures that customer complaints are handled in accordance with the law, treating customers fairly and openly and ensuring that there is no conflict of interest in the complaint handling process.
The Company has developed this complaint handling procedure, it is managed and monitored by the Company's management.
The Company ensures that all persons involved in the handling of complaints and all employees intentionally involved in the distribution of insurance and reinsurance of the Company have been introduced to this document. The complaint handling procedure is freely available both in the premises of the Company's office and also on the website created by the Company.
Terms used
Company – HWCA, SIA
Customer - a legal or natural person who intends to conclude an insurance or reinsurance contract, or who uses the Company's services to conclude an insurance contract, an insurance and reinsurance holder, the insured or a person who has the right to claim insurance compensation in accordance with the insurance contract concluded by the Company, as well as legal or natural person who uses other services provided by the Company.
Complaint – notification of dissatisfaction with the distribution of insurance or reinsurance by the Company. A complaint in the sense of these regulations shall not be considered a statement in which a natural person's name, surname and information that allows for the unequivocal identification of this person are not specified, and a legal entity's name and registration number are not specified.
1.Right to complain
1.1.Every customer has the right to complain about insurance and reinsurance distribution services provided by the Company.
1.2.The company investigates all complaints about the behavior of its employees. If your complaint is about actions of the insurer, reinsurer or other insurance intermediary, the Company will forward your complaint to the relevant institution within 5 days, informing you in writing.
1.3.Complaints are handled free of charge.
1.4.The Company ensures the protection of the information provided by the Complainant and the personal information of the Complainant in accordance with the General Data Regulation and the procedure for the protection of the Company's information system.
2.How to file a complaint
2.1 A complaint can be submitted:
2.1.1. in paper form, by sending it by mail or bringing it personally to the Company's office;
2.1.2. by sending an e-mail to the address info@hwca.eu
2.1.The complaint must be in writing.
2.2.The complaint must include sufficient information to be able to identify the complainant, for example, name, surname and personal identification number or other information to identify the person or legal entity, name and registration number.
2.3.Anonymous complaints will not be considered.
2.4.The complaint must state the grounds for the complaint and the claim.
3.Complaint language
3.1.The complaint can be submitted in Latvian or English.
3.2.The company will respond in the language in which the complaint was submitted.
4.Deadline for handling complaints
4.1.The company examines the complaint and responds to it within 20 days.
4.2.If the complaint is simple and no facts need to be investigated, the complaint is processed within 10 days.
4.3.If for some reason it is not possible to respond within 20 days, a deadline is set and the deadline for considering the complaint can be extended for as long as is objectively and reasonably necessary for its consideration. The complainant is informed about the extension of the deadline using the same communication method in which the complaint was received or the communication method specified in the complaint.
5.Complaint processing
5.1. The company investigates and evaluates all the circumstances and arguments presented in the complaint.
5.2. If the Company recognizes the validity of the claim presented in the complaint, the Company takes the necessary reasonable and appropriate measures to prevent the violation or losses, informing the complainant in writing.
5.3. If the Company determines that the complaint is unfounded, the complainant receives an answer explaining why the Company disagrees and rejects the complaint.
6.Prevention of conflicts of interest
6.1. In order to avoid a conflict of interest, the Company ensures that the complaint is reviewed by an employee who is not involved in transactions with the complainant and who has no direct or indirect interest in the outcome of the case.
7.Appeal options
7.1. If the complainant does not agree with the answer provided by the Company, he has the following rights:
7.1.1. apply to the Supervisory Authority of the Company Latvijas Banka, address: K.Valdemāra iela 2a, Riga, LV-1050, e-mail: parkapumi@bank.lv, website: www.bank.lv
7.1.2. if the complaint concerns consumer rights, it can be submitted to the Consumer Rights Protection Center, address: Brīvības iela 55, Riga, LV - 1010, e-mail: ptac@ptac.gov.lv
7.1.3. go to court.
8.Registration of complaints
8.1.The Company manages the record-keeping of complaints separately from the record-keeping of other incoming and outgoing documents, registering them in a specially arranged journal.
8.2.The company registers submitted Complaints no later than on the next working day after receiving the complaint and the response to the submitted Complaints - on the day of preparation of the response.
8.3.The Company shall enter at least the following information in the register of complaints and responses:
8.3.1.information about the Complainant (for a natural person – name and surname; for a legal entity – name, registration number) and his contact information;
8.3.2.The date of receipt of the complaint;
8.3.3.The reason for the Complaint stated in the Complaint;
8.3.4.Responses to Complaints sent date;
8.3.5.The result of the complaint examination.
8.4.The company keeps information about received Complaints and provided answers for at least 5 years.
8.5.The company ensures the submission of information on the received and examined Complaints to the Bank of Latvia upon its request.
9.Complaint process control, analysis and root cause prevention
9.1.The company ensures that a report is prepared at least once in the reporting year by March 31 of each year on the compliance of the Complaints handling process in the previous calendar year with this document and the effectiveness of the Complaints handling process. The report should contain information on the analysis of the causes of complaints and the necessary measures to eliminate their causes. Such a report shall not be drawn up if no Complaint Review process took place in the previous calendar year.
9.2.The board of the company examines the report within one calendar month after receiving it and evaluates the necessary measures to eliminate the causes of the complaints. If necessary, the board decides to take specific measures to eliminate the causes, and also determines the deadline by which these measures must be implemented, as well as determines the way in which the implementation and results of these measures will be monitored.