Complaints

Our goal is to constantly optimize our services.

We know you expect the best and we try to offer services and service quality that meet your expectations:

The Company, within the framework of the proper implementation of good corporate governance rules, follows a specific procedure for reviewing complaints from customers who feel unsatisfied with the service or the response to matters that concern them.

We are pleased to listen to you

If you are not happy with the service offered by the Company's Insurance Agents, contact our headquarters at +(30) 210 32 79 420.

We are ready to investigate all issues that concern you

If you feel that you are not happy with a company decision or a handling:

• study the terms of your contract to know if they have been applied
• ask for explanations directly from the relevant department
• ask for help from the Insurance Agent who handled your contract

File your complaint in writing

If you do not receive an explanation that satisfies you and your complaint is related to the Company's procedures, products and staff, you can formally file a written complaint to the Complaints Management Service where specially trained executives have the experience of directly and fairly considering your issue, with no extra charge. 

The Head of the Complaint Management function is Ms. Charoyla Syrigonaki

• telephone: +(30) 210 32 79 420
• e-mail: [email protected]
• fax: +(30) 210 3279414 

The complaint is submitted by hand or by post, fax, e-mail or via the Company website.

Help us understand your situation

• report your details and your contract number (or application, if there is no contract), your relation with the contract (insured, covered member, prospective client, etc.) and at least a contact telephone number
• simply and clearly set the problem you want reviewed
• send us anything that can support your point of view
• state what should, in your opinion, be the right approach on our part

We will respond within defined timeframes

• We send you a letter to let you know that your complaint has been received.
• The Complaints Management Department immediately begins its examination, ensures that it is recorded and creates a relevant electronic file. For its management, it will receive all relevant information from the relevant Management and Departments of the Company.
• You will receive an answer within thirty (30) calendar days from the date of submission. If this is not possible, you will be informed in writing for the reason of the delay and for the new timeframe and response date.
• We will use your feedback to improve our services.

If you are still not satisfied

If after all the actions and efforts to find a solution, you are still not satisfied:

• you retain all your rights
• you can get legal assistance
• you can refer to the Independent Authority “Consumer Ombudsman” for an out-of-court dispute resolution, within three (3) months after you have been fully aware of the act or omission that has been harmful to you and constitutes the consumer dispute

Important Note:

Any claim against the Company is erased after the period prescribed by law for each case has passed. The Company's complaint procedure does not interrupt the lapse of legal claims.

Our aim is to find the right way to deal with every issue. For CNP ZOIS it is a top priority to ensure a relationship of trust and credibility with its customers.