POLICY ON THE RESOLUTION OF PETITIONS
Purpose of the policy
The purpose of this policy is to establish the procedure regarding the filing and the settlement of petitions relating to insurance and reinsurance intermediation activity, activity which is carried out by AON ROMANIA BROKER DE ASIGURARE-REASIGURARE S.R.L. (“Aon Romania” or the “Company”).
This policy is based on the legislation in force at the time of drafting/signing, taking into account in particular, but not limited to: Law no. 236/2018 on insurance distribution, Law no. 237/2015 on the authorization and supervision of insurance and reinsurance activity, Norm of the Financial Supervisory Authority (“ASF”) no. 18/2017 on the procedure for resolving petitions regarding the activity of insurance and reinsurance companies and insurance brokers, Regulation no. 4/2016 on the organization and functioning of the Alternative Dispute Resolution Entity in the non-bank financial sector (SAL-FIN).
For the purposes of this policy, “petition” means any kind of request, complaint or referral, formulated in writing or by electronic means through which a petitioner expresses his/her dissatisfaction with the intermediation activity carried out by Aon Romania.
By “petitioner”, it is understood an individual or legal entity that holds the status of insured, policyholder, beneficiary, injured party, or their representatives, as defined by the applicable legislation.
Notification methods
To amicably resolve petitions related to Aon Romania’s activity, the petitioner can use one of the following methods:
- in writing, by e-mail, at compliance.romania@aon.ro;
- by physical submission/ by post, to Aon Romania Broker de Asigurare Reasigurare SRL, at the address: 145 Calea Victoriei, Victoria Center, 6th floor, Sector 1, Bucharest, Romania;
- by telephone, by calling the phone number +40 372.195.300, between 9.00-18.00 (Monday-Friday).
When petitions are made by telephone, the aspects flagged will also be reconfirmed in writing by the contacted Company’s respresentative on the e-mail address provided by the petitioner. Telephone petitions not confirmed in writing by the petitioner will not be considered.
The petition must provide complete information about the petitioner, the organization they belong to, and, if applicable, contact details (telephone, fax, email), along with a clear description of the nature and subject of the petition. The petitioner may also be required to provide, in accordance with legal provisions, a copy of their identity document in the case of natural persons, as well as the original representation document in certified or notarized form, or copies thereof signed as true to the original, in order to verify the identity of the parties and the capacity of the signatories of the document.
Settlement of the petitions
In order to ensure the legal settlement of petitions, Aon Romania is obliged to take measures to investigate, analyze in detail and resolve quickly and thoroughly all issues raised by the petitioners, in strict compliance with the legal and contractual provisions in force.
The executive management of Aon Romania, in collaboration with the relevant department, is responsible for analyzing complaints and determining appropriate solutions for petitions received by the Company.
Regardless of whether the solution is favorable or unfavorable, Aon Romania will respond to the petitioners within a maximum of thirty (30) days from the date of registration of the petitions.
If the petition has been received through ASF, Aon Romania will respond to ASF within a maximum of 10 (ten) days. This timeframe may be extended, with ASF’s agreement, by up to an additional 5 (five) days in justified circumstances.
Information on the status of the resolution of petitions is accessible via:
To the extent that the petitioner, natural person (consummer), is not satisfied with the solution of its request by Aon Romania, the petitioner can contact SAL-FIN (Alternative Dispute Resolution Entity in the Non-Banking Financial Sector), for an alternative dispute resolution through an independent conciliator, according to ASF Regulation no. 4/2016. SAL-FIN contact information: Bucharest, Splaiul Independentei No. 15, Sector 5, Postal Code 050092; email: office@salfin.ro ; website: www.salfin.ro.
The petitioners can also contact the Financial Supervisory Authority: (i) online, according to the procedure that may be accessed at: https://asfromania.ro/consumatori/petitii, (ii) by e-mail, at office@asfromania.ro , or (iii) directly, by submitting a request at the Financial Supervisory Authority's registry, which is located at 15 Splaiul Independentei, Bucharest.
Amicable settlement or alternative dispute resolution does not limit the right of the parties to apply to the competent courts. Aon Romania may not refuse to settle the dispute within the SAL-FIN if the individual concerned has expressly and voluntarily expressed his/her choice of settlement.
Petitions Registry
Aon Romania shall establish and maintain a secure electronic Petitions Registry for each calendar year, ensuring the following:
- the restarting of the numbering from 01 at the beginning of each year, in which to record chronologically, in order of receipt, without the assigned registration numbers to be repeated, all petitions, including those received at the territorial offices, regardless of the method of receipt, by e-mail, through the online system on the official website of Aon Romania;
- its securization by implementing a mechanism to guarantee the non-repudiation of registrations.