Any written complaint will be answered within a maximum of 30 calendar days from the date of its registration in the Natural Disaster Insurance Pool single register of petitions, regardless of whether the solution is favorable or unfavorable. The answers to the petitioners' complaints must be formulated in a clear, concise manner and referring to the relevant legal rules.
In the event of unfavorable responses, the petitioner will be informed of the amicable settlement of the petition or of alternative dispute resolution, as appropriate, respectively:
• in the case of natural persons - the alternative dispute resolution entity SAL-FIN, the only alternative dispute resolution entity in the areas in which ASF has jurisdiction.
• in the case of legal entities - mediation or arbitration.
All response addresses to petitioners will be signed on behalf of Natural Disaster Insurance Pool by the designated persons and will have an exit number generated by the Single Entry / Exit Register.
Natural Disaster Insurance Pool will respond in writing and in a timely manner to all complaints addressed to it. If a petitioner makes several complaints referring to the same issue, they will be connected, and the petitioner will receive a single reply which must refer to all petitions received.
If the petitioner submits a complaint by e-mail, he will be replied to the e-mail address from which he sent the complaint, and the reply to the complaint will be attached.
RO
HU
