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Complaints

Translations:

Prime’s people are always at your disposal to be of service to you and resolve all issues. If however you feel that your case has not been properly dealt with, you have the right to lodge a complaint.

Complaint means a statement of dissatisfaction addressed to the Company by a person relating to the insurance contract or service he/she has been provided with and concerns:

  • the services provided
  • the inability to provide quality services and/or
  • the Company’s ability to handle timeously and accurately an enquiry or complaint of a customer

Complainant means a person who is presumed to be eligible to have a complaint considered by the Company and has already lodged a complaint e.g. a policyholder, insured person, beneficiary or a third party.

How to lodge a complaint

The Company’s customers can lodge a complaint via:

  • Tel 22 896 000 (Monday to Thursday 08.00-14:00 and 15.00-17.45 and Friday 08.00-14.30))
  • Fax 22 896 125
  • Email complaints@primeinsurance.eu
  • The Contact Form on the website (make sure you don't change the pre-selected Subject on the form)
  • By post at:

Complaints Department
Prime Insurance Co. Ltd.
Corner 55 Dhigenis Akritas & 1 Olympias
1070 Nicosia, Cyprus

or

P.O.Box 22475
1522 Nicosia, Cyprus

Procedure

The receipt of your complaint shall be acknowledged in writing as soon as it is received and you will be advised of the commencement of the processing of your complaint by the competent Department of our Company and the time expected to resolve the whole matter.

If  we realise that we need further time, we shall advise you in writing about the causes of the delay and the additional time we expect to conclude the processing of your complaint.

In the event that you are not satisfied with our response tour complaint, please communicate with us and let us know the reasons of your dissatisfaction.


You have the right to insist on your complaint and apply to the Courts or other competent authority.

Supernintendent of Insurance,

Insurance Companies’ Control Service,
Ministry of Finance,
Corner Michael Karaolis & Gregoris Afxentiou
1439 Nicosia, Cyprus

Tel.: 22602990
Fax.: 22302938
Email.: insurance@mof.gov.cy


Financial Ombudsman,

13 Lord Byron Avenue
1096 Nicosia, Cyprus

or

P.O.Box 25735
1311 Nicosia, Cyprus

Tel. : 22848900
Fax.: 22660584 / 22660118
Email.: complaints@financialombudsman.gov.cy