Handling a complaint
- On receiving your complaint, and no later than two working days, we will send you a notification of receipt of the complaint, which will include a reference number for the complaint. Please use this number in any future contact with us.
- Investigating a complaint
Once we receive your complaint, we forward it to the relevant department or service at Genikes Insurance for further investigation. Depending on the nature and the particulars of the complaint, we will make the effort to find ways to resolve the issue and communicate these to you as soon as possible.
We are aware that some complaints may require more time to investigate and resolve. In this case, we’ll keep you updated on what we’re doing.
- Resolving a complaint
Once we have investigated a complaint, we will get in touch with you using your preferred mode of contact, informing you of our decision.
See below some indicative timeframes for investigating complaints filed to Genikes Insurance, provided that the Company has received all the relevant data:
- Complaints related to the insurance policy or insurance services are usually processed within 15 working days.
- Complaints related to personal data (GDPR) are usually processed within 30 days.
- If unsatisfied: in the event you are not satisfied with the Company’s response in the context of this process, you may contact the Financial Ombudsman (15 Kypranoros Street, 1st floor, Nicosia 1061, phone 22848900, fax 22660584, the website www.financialombudsman.gov.cy) pursuant to the Establishment and Operation of the Financial Ombudsman Law of 2010 as amended or replaced from time to time.