The purpose of this procedure is to establish the methods for controlling all responses to complaints received within AXERIA IARD SA Lyon – Bucharest Branch, in accordance with the requirements of ASF Regulation No. 18 / 13.07.2017.
This procedure applies to all employees within all organizational structures of AXERIA IARD SA Lyon – Bucharest Branch. leo. Phasellus viverra nulla ut metus varius laoreet. Sed aliquam ultrices mauris.
→ Law No. 237 / 2015 on the authorization and supervision of insurance and reinsurance activities
→ Law No. 132 / 2017 on compulsory motor third-party liability insurance for damage caused to third parties by vehicle and tram accidents
→ ASF Regulation No. 18 / 2017 on the procedure for handling complaints regarding the activity of insurance and reinsurance companies and insurance brokers
Complainant – the natural or legal person who has the status of insured, policyholder, beneficiary, injured party, or their representatives, as defined by the applicable legislation;
Complaint – the request, grievance, or notification submitted in writing or by email through which a complainant expresses dissatisfaction regarding the company’s activity.
Single Complaints Register – the electronic register of complaints in which the information presented in received complaints is entered, as well as all information requested by ASF through the quarterly reporting template.
IT application – the dedicated IT application in which customer complaints are recorded and with the help of which reports can be generated for certain categories of issues.
Process owner – the employee of AXERIA IARD SA Lyon – Bucharest Branch who is responsible for carrying out a specific process, in accordance with the specific and individual responsibilities mentioned in the job description. Responsibility for resolving any complaints related to the processes carried out lies with the insurance inspector (in the case of a complaint regarding the underwriting process), the claims settlement specialist (in the case of a complaint regarding the claims handling process), etc.
Complaints Analysis and Resolution Team (EASP) – the team designated by AXERIA IARD SA Lyon – Bucharest Branch to decide on the best response solution addressed to complainants or to the institutions through which complaints are submitted, comprising specialized persons with experience in the insurance field, for the insurance classes for which the company is authorized.
The Complaints Analysis and Resolution Team has the following responsibilities:
→ Receives and registers the complaint in the single complaints register;
→ Requests information regarding the reported situation from the responsible persons (insurance inspector / claims settlement specialist);
→ Collects information from the electronic applications specific to the reported process, relating to the case indicated in the complaint;
→ Analyzes the aspects mentioned in the complaint, corroborated with the information obtained regarding the reported process, and formulates, within the established deadlines, a response substantiated technically and legally. The response will specify whether, following the event, compensation can be established amicably or whether alternative dispute resolution methods are required, as provided by the applicable legal provisions;
→ Reassesses the complaint following an instruction to do so from ASF or following the complainant’s return with new elements that may be taken into account in the case analysis;
→ Submits the drafted response to the relevant persons for signing the official response letter;
→ Decides whether the complaint is well-founded and who is the process owner whose action led to the complaint;
→ Sends the reviewed and approved response to the recipient;
→ Records the closure of complaints in the IT application;
→ Answers telephone calls received via the permanent public phone number and provides the requester with information regarding the status of complaint resolution;
→ Prepares and periodically submits to ASF the reporting according to the annex to Regulation 18 / 2017, within the established deadlines.
→ Prepares and submits reports on the status of registered complaints, depending on requests, to the company director.
Coordinator of the Complaints Analysis and Resolution Team:
→ Reviews and signs the response drafted by the Complaints Analysis and Resolution Team before it is sent for approval to the General Director;
→ Obtains the General Director’s approval, where necessary;
→ Is responsible for the activity carried out by the Complaints Analysis and Resolution Team and for the legality of the solution adopted in each analyzed case;
→ Reviews and endorses all responses and reports prepared by the Complaints Analysis and Resolution Team;
→ Organizes and verifies the activity of the staff within the Complaints Analysis and Resolution Team to ensure compliance with response deadlines for registered complaints;
→ Takes over complaints received from ASF / the dedicated email address / directly from complainants;
→ Carries out an initial investigation of the received complaint and, depending on the insurance class under which the complainant’s reference policy falls, assigns the complaint to the specialist staff member within the Complaints Analysis and Resolution Team, who will handle entering the complaint and gathering information regarding the issues raised in the complaint. Based on the received data, the staff member prepares the draft response and submits it to the Coordinator of the Complaints Analysis and Resolution Team for verification;
→ Tracks and monitors the response time for resolving each complaint.
→ Ensures ongoing training of the staff in the department regarding insurance terms and conditions, working standards, and procedures.
General Director
Appoints a person to take over responsibilities regarding the registration, analysis, and response to received complaints, mentioning these duties in the job description of the person appointed as responsible for complaint handling.
Process owner
In addition to their duties, each process owner will analyze, investigate, and formulate in writing the response for each received complaint, and within 24 h will submit it to the Coordinator of the Complaints Analysis and Resolution Team.
Call Center Operator
→ Receives and transcribes the information provided by the complainant by phone;
→ Sends by email to the Coordinator of the Complaints Analysis and Resolution Team the information taken by phone;
→ Communicates by phone to the requester the response received from the endorsed person within the Complaints Analysis and Resolution Team.
The customer, authorities, or any other party directly or indirectly affected by the decisions of the company’s employees may file a complaint/contest the following:
→ The activity of the company’s staff;
→ Deadlines, delays;
→ A decision/solution.
Complaints registered within AXERIA IARD SA Lyon – Bucharest Branch, depending on their content, may have major financial implications that may lead to a dispute. The time for resolving a complaint must be as short as possible, at most within the legal limits provided.
1. Receiving complaints
The channels through which complaints may be received are:
Verbally
→ By phone
→ In person at the premises of AXERIA IARD SA Lyon – Bucharest Branch.
In writing
→ Online;
→ Fax;
→ Post.
Complaints to be registered may be classified as follows:
→ Requests for information from ASF or other organizations;
→ Complaints submitted either by a natural person or by a legal person.
2. Registration of complaints
→ Complaints via phone calls
In the case of complaints communicated by phone, they will be taken over and registered by the Call Center operator, who will forward the transcribed complaint to the Complaints Analysis and Resolution Team.
→ Complaints submitted in person at the premises of AXERIA IARD SA Lyon – Bucharest Branch
In the case of the complainant appearing at the premises of AXERIA IARD SA Lyon – Bucharest Branch, they will be directed directly to the Coordinator of the Complaints Analysis and Resolution Team, who will request that the complaint be submitted in writing in order to register it. If the complainant already has the complaint drafted on paper, a copy will be made. Both on the original and on the copy, the unique number from the Single Complaints Register will be noted, after which the copy is handed to the complainant. Subsequently, the Coordinator of the Complaints Analysis and Resolution Team registers the complaint in the IT application.
→ Complaints by post or fax
If complaints are received by post or fax by persons with such responsibilities, once registered in the Single Complaints Register, they will be forwarded to the Coordinator of the Complaints Analysis and Resolution Team, who will enter them into the IT application.
→ Online complaints
If complaints are received at the email address petitii@axeria-iard.ro, they are registered in the IT application by the staff member of the Complaints Analysis and Resolution Team.
In all of the above cases, the staff member of the Complaints Analysis and Resolution Team will carefully complete the specific fields in the IT application with the data required by it, namely:
→ identification data of the person submitting the complaint (last name, first name, capacity, phone number, address);
→ method of receipt/registration (phone call, email, fax, post, in person at the premises);
→ complaint references (type of insurance, contract series and number, claim file number, etc.);
→ subject of the complaint.
After registration, the complaint is automatically forwarded to the Coordinator of the Complaints Analysis and Resolution Team.
3. Handling complaints
→ The Coordinator of the Complaints Analysis and Resolution Team will carry out an initial investigation, following which, depending on the insurance class under which the complainant’s reference policy falls, it will be assigned to the staff member within the Complaints Analysis and Resolution Team who will gather information regarding the reported situation and who will forward the complaint and the request for information to the Process Owner.
→ Within 24 h of receiving the complaint from the staff member within the Complaints Analysis and Resolution Team, the Process Owner will formulate in writing a thoroughly substantiated response regarding all aspects mentioned in the complaint, specifying whether, following the event, compensation can be established amicably or whether alternative dispute resolution methods are required, as provided by the applicable legal provisions. The substantiation note will be sent by email to the Coordinator of the Complaints Analysis and Resolution Team, accompanied by any written evidence.
→ The IT application will generate an alert message (“reminder”) to the Coordinator of the Complaints Analysis and Resolution Team and the complaint handler (who must formulate a response), starting three days before the due date for drafting the response.
→ The staff member within the Complaints Analysis and Resolution Team will send a daily email reminder to the persons responsible for drafting a response to a complaint who have not done so within the indicated timeframe. Upon request, it will also be sent to the General Director in order to inform them about compliance with internal regulations.
→ Each employee is obliged to respond within a maximum of 24 hours to any request from the staff members within the Complaints Analysis and Resolution Team regarding aspects related to complaint handling and drafting responses to complainants.
→ The substantiation note drafted by the Process Owner, entered in the IT application or sent to the staff member within the Complaints Analysis and Resolution Team, will form the basis for drafting the response to the complaint. The response will be drafted by the staff member within the Complaints Analysis and Resolution Team competent for the analyzed case and submitted to the Coordinator of the Complaints Analysis and Resolution Team for verification.
→ The response will be sent by the staff member of the Complaints Analysis and Resolution Team to the complainant according to the requested method, via the channels presented above, or for review and signature by the Coordinator of the Complaints Analysis and Resolution Team, then to the authorized relevant person empowered to sign response letters, if these are to be sent to ASF or other organizations entitled to request such information.
→ After sending the response to the recipient, the staff member of the Complaints Analysis and Resolution Team will close the complaint in the IT application, moving it to the status “Resolved” and indicating whether it was well-founded or not, based on the drafted response.
→ Any instruction received from ASF to reassess the solution communicated to ASF and/or the complainant will be treated as a new complaint, which will, if applicable, go through all stages of the complaint analysis and resolution process.
→ In the same manner described above, follow-ups from complainants by which they bring new elements related to the case, which may be taken into account in a new analysis of the complaint, will also be treated.
→ When handling complaints, employees will primarily consider resolving them amicably.
4. Analysis of complaints
The Coordinator of the Complaints Analysis and Resolution Team monitors the data in the IT application regarding complaints, their handling method, and resolution time. Based on the data extracted from the IT application, the Coordinator of the Complaints Analysis and Resolution Team analyzes monthly reports on the status of registered complaints and how they were resolved, which will be used as input data for the management review:
→ Total number of complaints;
→ Total number of well-founded complaints;
→ Number of complaints justified in claim files;
→ Total number of complaints for which claim files have been paid;
→ Total number of complaints finalized unfavorably.
The Coordinator of the Complaints Analysis and Resolution Team proposes corrections regarding the nonconformities that generated the complaints. After management approval of the proposed preventive and/or corrective measures, the Coordinator of the Complaints Analysis and Resolution Team communicates the decisions to employees and verifies the implementation of the established corrective/preventive actions.
Note: Any complaint/grievance may also be addressed directly to ASF. More information is available at the following link https://asfromania.ro/consumatori/petitii.
