Cachet Insurance Broker OÜ’s procedure for resolving client complaints
Version 1.0 – 07.04.2021
The purpose of this document is to inform clients how complaints are submitted and resolved when they are dissatisfied with the services of Cachet Insurance Broker OÜ.
‘Insurance broker’ is Cachet Insurance Broker OÜ (registry code 149A20263, located at Koht 2-21, 10130 Tallinn), a company acting as an insurance broker in accordance with the Insurance Activities Act.
‘Client’ is the policyholder who has entered into an insurance contract through the insurance broker, or any other client of the insurance broker, including the insured person and the beneficiary.
‘Complaint’ is a formal complaint or a complaint prepared on a durable medium with other formal data and documents (listed in clauses 6–6.3 of this document), submitted to the insurance broker by the client about the activities of the insurance broker.
‘Complaint form’ is the recommended complaint form that the client can use to file a complaint. The form is available in the portal and on the website of the insurance broker.