How to file a complaint

If you wish to file a complaint regarding our services, you may contact the Head of Complaints Handling via post, fax, e-mail or phone using the following contact details:

HDI Global SE, Hellas
Address: 1 Vissarionos & Omirou, 10672, Athens
Phone: +30 210 7259130-181
Fax: +30 210 7259177

Complaints Handling Process

According to our internal complaints handling policy and the relevant act of the Bank of Greece:

    • We will acknowledge receipt of your complaint within five (5) working days
    • We will advise you of the expected timeframe required to resolve your complaint and will keep you informed of progress throughout this period.
    • We will respond to your complaint the soonest possible, within a period that may not exceed fifty (50) days from the day of notification of your complaint
    • When an answer cannot be provided within the expected time limits, we will inform you about the causes of the delay and indicate when the investigation is likely to be completed

To facilitate the processing of your complaint, please state the following details in your communication:

      • Name
      • Company name
      • Policy number
      • Contact details (telephone number)
      • Your connection to the policy (policy holder, prospective insured, etc)

Legal Claims / Competent Authorities

The activation of our internal complaints procedure does not interrupt the prescription of your legal claims.
If you are not satisfied with our response you may refer the matter to the following authorities for extrajudicial settlement, in consideration of any legal time limits:

144 Alexandras Ave, 11471, Athens
Fax: +30 210 6460414