Common use of Complaint Management Clause in Contracts

Complaint Management. 13.1. When you have any questions, remarks, please, contact us with confidence. Our aim is to ensure that our clients should be satisfied with our services and administration. Therefore, your feedback, any and all of your remarks, criticism regarding our products or our staff members’ procedure are of paramount importance to us. 13.2. At our insurance company complaints are handled as follows: We make every effort to investigate our clients’ complaints within the shortest possible time (within 30 days) and give satisfying answer to them every time. We redress lawful complaints as soon as possible, clarify any possible misunderstanding, preferably at an administration level that is the closest to the client. In more complicated cases, which require more time for their solution, we inform our clients on the process of complaint management and the date when they can expect to get final answer to their question. 13.3. You can forward your remarks and complaints to us as set out below: 13.3.1. Personally: at our customer service from 8.00 a.m. to 4.00 p.m. from Monday to Friday. Address of our customer service: 0000 Xxxxxxx, Xxxxxxxxx xx 000. 13.3.2. By phone: Number of our telephone customer service: +36 (23) 507-416 (8.00 a.m. – 4.00 p.m.) or 24-hour service phone number: +00 (0) 000-0000 13.3.3. Our 24-hour emergency call centre is available 24 hours during the day at +00 (0) 000-0000. 13.3.4. In e-mail: xxxxxx@xxxxxxx-xxxxxxxxxx.xx 13.3.5. By post: You can send your letter to the following address: AGA INTERNATIONAL S.A., Magyarországi Fióktelepe, 2040 Budaörs, Xxxxxxxxx xx 000. 13.4. We call your kind attention to the fact that to ensure fast administration we shall every time need: • the client’s personal identification data and • data related to the contract(s) the complaint concerns (e.g., number of policy, contract number). 13.5. Our complaint management procedure is free of charge. 13.6. In the event that we have not managed to redress your complaint to your satisfaction, you can file an application – depending on its character – to the following institutions or you can proceed before court: - Pénzügyi Békéltető Testület (Financial Conciliation Body) Address: 0000 Xxxxxxxx, Xxxxxxxxx xxx. 39. Correspondence address: 1525 Budapest, BKKP Postafiók: 172. Phone: +00 (0) 000-0000 Fax: (00-0) 000-0000 E-mail: xxx@xxx.xx - Nemzeti Fogyasztóvédelmi Hatóság [National Consumer Protection] Adress: 1088 Budapest, József krt. 6. Correspondence address: 0000 Xxxxxxxx, Xxxxxxxxx 00. Phone: +00 (0) 000-0000 Web: xxx.xxx.xx - Supervisory body of the insurer: Hungarian National Bank Registered office: 1013 Budapest, Krisztina krt. 39. Central correspondence address: 1535 Xxxxxxxx, 000. Postafiók 777. Central phone number: +00 (0) 000-0000 Web: xxxxxxxxxx.xxx.xx Customer service: +36 (40) 203-776 E-mail: xxxxxxxxxxxxxxx@xxx.xx

Complaint Management. 13.1. When you have any questions, remarks, please, contact us with confidence. Our aim is to ensure that our clients should be satisfied with our services and administration. Therefore, your feedback, any and all of your remarks, criticism regarding our products or our staff members’ procedure are of paramount importance to us. 13.2. At our insurance company complaints are handled as follows: We make every effort to investigate our clients’ complaints within the shortest possible time (within 30 days) and give satisfying answer to them every time. We redress lawful complaints as soon as possible, clarify any possible misunderstanding, preferably at an administration level that is the closest to the client. In more complicated cases, which require more time for their solution, we inform our clients on the process of complaint management and the date when they can expect to get final answer to their question. 13.3. You can forward your remarks and complaints to us as set out below: 13.3.1. Personally: at our customer service from 8.00 a.m. to 4.00 p.m. from Monday to Friday. Address of our customer service: 0000 Xxxxxxx, Xxxxxxxxx xx 000. 13.3.2. By phone: Number of our telephone customer service: +36 (23) 507-416 (8.00 a.m. – 4.00 p.m.) or 24-hour service phone number: +00 (0) 000-0000 13.3.3. Our 24-hour emergency call centre is available 24 hours during the day at +00 (0) 000-0000. 13.3.4. In e-mail: xxxxxx@xxxxxxx-xxxxxxxxxx.xx 13.3.5. By post: You can send your letter to the following address: AGA INTERNATIONAL S.A., Magyarországi Fióktelepe, 2040 Budaörs, Xxxxxxxxx xx 000. 13.4. We call your kind attention to the fact that to ensure fast administration we shall every time need: • the client’s personal identification data and • data related to the contract(s) the complaint concerns (e.g., number of policy, contract number). 13.5. Our complaint management procedure is free of charge. 13.6. In the event that we have not managed to redress your complaint to your satisfaction, you can file an application – depending on its character – to the following institutions or you can proceed before court: - Pénzügyi Békéltető Testület (Financial Conciliation Body) Address: 0000 Xxxxxxxx, Xxxxxxxxx xxx. 39. Correspondence address: 1525 Budapest, BKKP Postafiók: 172. Phone: +00 (0) 000-0000 Fax: (00-0) 000-0000 E-mail: xxx@xxx.xx - Nemzeti Fogyasztóvédelmi Hatóság [National Consumer Protection] Adress: 1088 Budapest, József krt. 6. Correspondence address: 0000 Xxxxxxxx, Xxxxxxxxx 00. Phone: +00 (0) 000-0000 Web: xxx.xxx.xx - Supervisory body of the insurer: Hungarian National Bank Registered office: 1013 Budapest, Krisztina krt. 39. Central correspondence address: 1535 Xxxxxxxx, 000. Postafiók 777. Central phone number: +00 (0) 000-0000 Web: xxxxxxxxxx.xxx.xx Customer service: +36 (40) 203-776 E-mail: xxxxxxxxxxxxxxx@xxx.xx