The Prudential Control and Resolution Authority (ACPR) urges banking and insurance professionals to improve their practices in order to provide claimants with a qualitative and reasoned response as quickly as possible, and in any event within a not exceeding two months.
How to improve mediation during a conflict in the banking and insurance sectors was already the question of a committee of experts in July 2021? Too often, in fact, referrals from dissatisfied customers were deemed inadmissible. Almost a year later, the Prudential Control and Resolution Authority (ACPR) should present recommendations for the sector according to The echoes. In concrete terms, the financial sector watchdog wants to facilitate access to mediation services and speed up the processing of procedures.
In fact, the ACPR urges banking and insurance professionals improve their practices to provide claimants with a qualitative and reasoned response as quickly as possible, and in any event within a period not exceeding two months, according to the document consulted by the daily.
Implementation expected in 2023
Thus the mediator can henceforth be seized two months after the customer sends the first written complaint, regardless of the service requested. Indeed, establishments often saved time by sending dissatisfied people from service to service, thus dragging out the procedure. It is also advisable to dispute by mail and not only by telephone, by an online form, a chat service or instant messaging.
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The ACPR’s objective is clear: by 2023, things must have been put in place to facilitate recourse for users.
Arnaud Chneiweiss, the insurance mediator, welcomes this advance, a week after obtaining significant advances from his sector for the simplified termination of certain contracts. Progress that should make it possible to limit disputes.
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In July 2021, the consumer defense association asked for a complete overhaul of the mediation system by creating a truly independent public mediator. According to her, the shortcomings of banking mediators have serious concrete consequences for consumers.