Complaints Procedure

1. Purpose

MRIA Insurance Agents, Sub-Agents & Consultants Ltd ("MRIA") is committed to providing professional, transparent, and high-quality insurance services.

We take all complaints seriously and aim to handle complaints fairly, efficiently, and promptly.

This Complaints Procedure explains how customers may submit complaints and how such complaints will be investigated and resolved.

2. Who May Submit a Complaint

A complaint may be submitted by:

• Existing customers
• Former customers
• Prospective customers
• Authorized representatives acting on behalf of a customer

Where a representative submits a complaint on behalf of another person, MRIA may request evidence of authorization.

3. How to Submit a Complaint

Complaints may be submitted through any of the following channels:

Email: info@mria.com.cy

Telephone: +357 25 100600

Post or In-Person Delivery: MRIA Insurance Agents, Sub-Agents & Consultants Ltd, 29 Theklas Lisioti Str, Office 202, CY-3030 Limassol, Cyprus

4. Information Required

To assist with the investigation of a complaint, customers should provide:

• Full name
• Contact details
• Policy number (if applicable)
• Claim reference (if applicable)
• Description of the complaint
• Relevant dates
• Supporting documents or evidence

Providing complete information helps us resolve complaints more efficiently.

5. Acknowledgement of Complaint

Upon receipt of a complaint, MRIA will acknowledge receipt within a reasonable period.

The acknowledgement may be provided by:

• Email
• Telephone
• Written correspondence

The acknowledgement will confirm that the complaint has been received and is under review.

6. Investigation Process

Each complaint will be reviewed fairly and objectively.

Depending on the nature of the complaint, MRIA may:

• Review policy documentation
• Review correspondence
• Review claims records
• Request additional information
• Consult with insurers
• Consult with service providers
• Consult with legal or compliance advisers

MRIA will make reasonable efforts to investigate all relevant facts before reaching a conclusion.

7. Resolution

Following investigation, MRIA will communicate the outcome of the complaint to the customer.

Where appropriate, the response may include:

• Explanation of findings
• Clarification of policy terms
• Corrective actions
• Proposed resolution
• Further available options

The complexity of the complaint may affect the time required to reach a final decision.

8. Complaints Involving Insurance Companies

MRIA acts as an insurance intermediary and does not underwrite insurance risk.

Where a complaint relates to:

• underwriting decisions;
• policy coverage decisions;
• claim settlement decisions;
• insurer actions;

MRIA may refer the matter to the relevant insurer and assist the customer in communicating with the insurer.

Final decisions regarding insurance coverage and claims remain the responsibility of the insurer.

9. Complaints Relating to Online Services

Complaints relating to:

• online quotations;
• online payments;
• customer portals;
• digital services;
• policy issuance systems;
• automated tools;
• website functionality;

will be investigated by MRIA and relevant technology providers where necessary.

MRIA will make reasonable efforts to identify and resolve technical issues promptly.

10. Customer Cooperation

Customers are expected to cooperate during the investigation process and provide any information reasonably requested.

Failure to provide relevant information may affect MRIA's ability to fully investigate the complaint.

11. Escalation

If a customer remains dissatisfied after receiving MRIA's response, they may have the right to refer the matter to:

• the relevant insurer;
• the appropriate regulatory authority;
• the competent courts of Cyprus;
• any dispute resolution mechanism available under applicable law.

Nothing in this procedure limits a customer's legal rights.

12. Record Keeping

MRIA may maintain records of complaints, investigations, correspondence, and resolutions for compliance, regulatory, legal, and service improvement purposes.

Such records will be handled in accordance with applicable data protection legislation and MRIA's Privacy Policy.

13. Continuous Improvement

MRIA reviews complaints to identify:

• recurring issues;
• service improvements;
• operational enhancements;
• customer experience improvements;
• compliance improvements.

Complaints are considered an important part of maintaining high service standards.

14. Contact Information

MRIA Insurance Agents, Sub-Agents & Consultants Ltd
29 Theklas Lisioti Str, Office 202, CY-3030 Limassol, Cyprus
+357 25 100600 · info@mria.com.cy · www.mria.cy