CNP Cyprialife
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Laiki Insurance

Complaints management

 
Our goal is to continually improve our services
 

We know you demand the best and that is why we try to offer products and quality service that meet your expectations

The Company, within the framework of best practices of governance, follows a specific process of complaints review from clients who feel they are not adequately satisfied from the service or response to their matter.

We are willing to listen
 

If you are not satisfied with the service provided by the intermediaries or officers of our Company

We are willing to investigate any matters that concern you
 

If you feel you are not satisfied with the Company’s decision or handling for a specific matter,

  • read your policy wording so that you are aware whether these have been applied,
  • ask for clarifications from the responsible department handling your case,
  • ask your insurance intermediary for assistance,
  • contact the Customer Service Department.

Make your complaint in writing
 

If the clarifications provided are not satisfactory for you, and your complaint concerns the procedures, the products or the officers of the company, you may officially submit written complaint at Customer Complaints service of the Company where specially trained officers will examine immediately and fairly the whole matter without any cost on your behalf.

The complaint is submitted by hand or by mail, by fax or by email or our website.

Complaints form

If the complaint concerns mediation
 

Any complaint that concerns actions or omissions of the Insurance Intermediaries at their frame of work will be examined by the Intermediaries themselves as per the relevant guidelines issued by the Supervisory Authority.

In such a case the Company will forward your complaint to them for its handling, will be kept informed about the progress of the complaint and will be at your disposal at any time

Help us to understand your position
 

To help us understand your position and respond promptly:

  • state your personal details and policy number,
  • state your problem clearly and simply,
  • send any further evidence that supports your position,
  • state how, in your opinion, we can make things right for you.

We will respond promptly
 

Within the framework of dealing with these cases:

  • We send you a letter to let you know that we have received your complaint,
  • We start its investigation at once,
  • You will receive a response within 15 days,
  • If that is not feasible we will inform you of the reason for the delay and the new expected completion day.
  • We will use the feedback from you to improve our service

If you remain dissatisfied
 

If you remain dissatisfied following all our actions and efforts:

  • you still maintain all your rights,
  • you may ask for legal advice or
  • ask the Financial Ombudsman to formally review your case.

 

Our goal is to find the right way to handle each matter. For CNP CYPRIALIFE is of utmost importance to maintain a relationship of trust and reliability with all its customers.

Any complaints? We can help you.

Ιnformative leaflet

Customer Service
  +(357) 22 11 12 13
  +(357) 22363407
Complaints Μanagement Service
  +(357) 22363472
  +(357) 22887321
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