Bulgaria Insurance

Customer complaint handling information

ACCEPTANCE AND REGISTRATION OF COMPLAINTS

  • Complaints shall be submitted in writing and shall be deposited at the Head office of Bulgaria Insurance AD, on paper by mail to Sofia 1618, 110 - B Bulgaria Blvd., or in electronic form via e-mail : office@bulgariainsurance.bg
  • The complainant should give a detailed description of what exactly the customer is dissatisfied with, and the customer may attach other additional documents to the complaint in his/her discretion.
  • When the complaint is received, an incoming file number and date will be assigned, and the response period shall begin on the next working day.
  • The filed complaints shall be entered in a separate register.

PROCESSING OF COMPLAINTS   

  • A Committee of Experts carries out the examination of complaints, and the members of the Committee are selected depending on the nature of the problem and the type of insurance.      
  • The Committee of Experts shall endeavor to gather and examine all relevant evidence and information relating to the complaint.   
  • The Committee of Experts shall take a decision and answer to complaint within 30 days from the date of the filing of the complaint.   
  • The Committee of Experts shall provide its reasoned decision to the complainant in writing.   
  • In case of disagreement with the expert opinion expressed by the Committee of Experts, the complainant may apply for consideration of the issue to the Financial Supervision Commission, at the address: Sofia 1000, 16 Budapeshta Str., E-mail: delovodstvo@fsc.bg or to the competent court.

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