Complaints FAQ

If you are not happy with the service offered by the Company's Insurance Agents, contact CNP ASFALISTIKI's customer service. 

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
• talk to the Customer Service Department

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

Help us understand your situation and respond immediately:

• report your details and your contract number
• simply and clearly set the problem
• send us anything that can support your situation
• state what should, in your opinion, be the right approach on our part

Help us understand your situation and respond immediately:

• report your details and your contract number
• simply and clearly set the problem
• send us anything that can support your situation
• state what should, in your opinion, be the right approach on our part

The procedure for these cases includes the following:

• within two working days of receiving your complaint, we will send you a letter to let you know that it has been received
• its investigation begins immediately
• you will receive an answer within 15 working days. If this is not possible, you will be informed about the reasons of the delay and the new response date.
• we will use your feedback to improve our services

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 or the Financial Commissioner's office assistance 

Our aim is to find the right way to deal with every issue. For CNP ASFALISTIKI, it is a top priority to ensure a relationship of trust and reliability with our customers.