Submission and Handling of Customers' Suggestions / Complaints Procedure for Insurance Companies

Information οn how to submit a suggestion/complaint

You may choose one of the following ways to submit your suggestion/complaint:

  • By post 
  • By fax
  • By e-mail
  • 1

    By post

    Hellenic Life

    • To General Manager, Hellenic Life Insurance Company Ltd, 66 Griva Digeni Avenue, 1095, Nicosia, P.O 20672, 1662, Nicosia 


    Pancyprian Insurance

    • To General Manager, Pancyprian Insurance Limited, P.O 21352, 1507, Nicosia 
  • 2

    By fax

    • Hellenic Life

    • To +35722450750


    • Pancyprian Insurance

    • To +35722677154

Complaints Handling Process

When your complaint is received, the insurance companies will send you an acknowledgment of receipt, in writing, within two (2) business days and within fifteen (15) business days they will reply to you, in writing, informing you about the investigation outcome. If the investigation process is expected to exceed the expected time limit of fifteen (15) business days from the date of the complaint receipt, the insurance companies will inform you in advance and writing. In any case, the insurance companies will reply to you regarding the investigation outcome, in writing, within forty-five (45) business days from the date of the complaint receipt.


Out-Of-Court Dispute Resolution

If you are not satisfied with the resolution/response provided by the insurance companies, you may escalate the complaint to the Financial Ombudsman, acting as the “Unified Body of Out-of-court Dispute Resolution of Financial Nature". 



Complaints are submitted to Financial Ombudsman:

• By hand or by post to the address 15 Kypranoros, 1061 Nicosia or P.O Box 25735, 1311 Nicosia
• By facsimile (fax) to 22660584 or to 22660118
• By electronic mail (e-mail) to the address: complaints@financialombudsman.gov.cy

For further details please refer to Financial Ombudsman’s web side: http://www.financialombudsman.gov.cy