Our customers have the right to file a complaint and they don’t pay a fee for the case review. The complaint may be submitted in writing via email or through the regular mail, such as the Bulgarian Postal Service or submitted at the Company's office, in Bulgarian and/or English. Complaints are accepted by e-mail only if they are received from the e-mail that the customer has indicated for communication when the contractual relationship was established.
Your complaint must include:
IMPORTANT: Axiom Insurance Company does not review anonymous complaints.
Any written complaint, incl. send via the Insurer's e-mail is registered in the Complaints’ Register with a tracking number and date on the day it is received by our complaint checker. The response period starts from the next working day. After receiving and registering your complaint, it is distributed to the relevant responsible Directorate, in whose competences it is to consider the situation and the evidence to find an appropriate resolution.
When preparing responses to complaints, the relevant responsible experts are obliged to:
The deadline for responding to any complaint from a customer is 30 (thirty) days from the date of registration of the complaint. For complaints concerning the amount of insurance compensation, the deadline is 7 (seven) days.
In case the complaint was filed through a competent state institution, the deadline for collecting documents and preparing a response depends on the deadline provided by the relevant authority.
If you are not satisfied with the way on how Axiom Insurance Company handled your complaint, you have the right to submit a complaint to the Financial Supervision Commission at the following address: Sofia, 16 Budapest Str. and on www.fsc.bg
In the event that the dispute is not settled by mutual agreement or through other means of out-of-court dispute settlement, the dispute shall be resolved by the competent court, according to Bulgarian legislation.
