There are no specific definitions of a complaint or a complainant under the local regulation.
The existing EIOPA definitions should be applied.
Definition of a complaint (EIOPA definition)
A statement of dissatisfaction addressed to an insurance undertaking by a person relating to the insurance contract or service he/she has been provided with. Complaints handling should be differentiated from claims handling as well as from simple requests for execution of the contract, information or clarification.
Definition of a complainant (EIOPA definition)
A person who is presumed to be eligible to have a complaint considered by an insurance undertaking and has already lodged a complaint e.g. a policyholder, insured person, beneficiary and in some jurisdictions, injured third party.
Timescales
A prompt acknowledgement of the complaint, in writing, within 5 (five) business days of the complaint being made.
A final response to be provided within 30 (thirty) business days of receipt of the complaint.
External Dispute Resolution
Head of Complaints Management
Lloyd’s Insurance Company S.A.
Bastion Tower
Marsveldplein 5
1050 Brussels
Belgium
+32 (0)2 227 39 40
LloydsEurope.Complaints.Review@lloyds.com
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