Greece Greece
Complaints Management Policy

Complaints Management Policy

In accordance with the Bank of Greece’s Credit and Insurance Committee’s Decision no. 122/3/15/12/2014 titled “Insurance Intermediaries’ complaints management” (Government Gazette no.3533/B/30-12-2014), Aon Greece S.A. has adopted and enforced a Complaints Management Policy, under which it is committed to proceed in an in-depth and unbiased investigation of all customer or other parties’ concerns and complaints which relate to its insurance products and services.

  • (+) What do you need to know regarding the submission of a complaint to Aon Greece S.A.

    Our company’s goal is to keep our promises, and we consider it necessary to be made aware of any dissatisfaction or complaint you may have.

    In order to be in a position to successfully settle any potential problems which may arise, and to ensure their future prevention, we have enforced a specific Complaints Management Policy.

    It is our belief that the receipt of your complaints not only encourages a two-side communication with you but also assists in the enhancement of the services we offer you.

    Please find below information on the ways in which you can submit your potential complaints to us.

  • (+) What is a complaint?

    A complaint is the statement of any discontent with regards to the services we offer you as an insurance intermediary.

    Complaints do not include claim notifications, reimbursement requests, and information or clarification requests related to insurance policies.

  • (+) How can you submit a complaint?

    You can raise your complaint by filling-in our Complaint Submission form, which you can find here.

    Submission of the form can be made:

    • By sending an e-mail to [email protected]
    • By sending a fax to 211 780 0010
    • By post, addressed to: Aon Greece S.A., 1-3, Tzavella & Ethnikis Antistaseos Str., Business Plaza, Building 1, 152 31 Halandri.

    The contact responsible for our Company’s Complaints Management process is Mr. Miltiadis Fragiadakis.

  • (+) What processes take place following the submission of your complaint?

    Upon receipt of your complaint, Aon Greece S.A. will register it in a special secure file (in which all relevant documents related to your complaint will also be stored) and will confirm its receipt.

    The completion of your complaint’s investigation and a written response will be sent to you as soon as possible, and not later than 50 calendar days. In the case that our Company is not in a position to provide you with an answer within this period, we will send to you a written explanation of the reasons for this delay, in which the estimated period of completion of the process will be mentioned.

It should be noted that the Complaint Submission Process does not interrupt the limitation period of your legal demands.

In the case that your complaint is related to an insurance company with which we cooperate, please note that it will be forwarded to it, in order to be investigated.

In the case that our answer is not to your satisfaction, you have the right to forward your complaint to the below appropriate Authorities:

In the case that your complaint relates to issues which are not under the supervision of the Bank of Greece, and consequently its handling is not under the responsibility of Aon Greece S.A., we will be obliged to give you an explanation of the reasons for which our Company is not responsible to deal with your complaint.