Published: 15 September 2026
These Rules set out how GENERAL BROKER CLUB Ltd. (the “Broker”) handles complaints from insurance-services users. They apply subject to the Bulgarian Insurance Code and other mandatory rules; where there is a conflict, applicable law prevails.
1. Who may make a complaint
A complaint may be made by a policyholder, insured person, beneficiary, injured third party, another person with rights under an insurance contract, or a natural or legal person interested in the Broker’s insurance services.
A complaint or report is dissatisfaction, expressed in writing or through an electronic channel, with the Broker’s insurance intermediation or quality of service.
2. Principles of handling complaints
Each complaint is considered objectively, impartially, in good faith and within a reasonable time. We establish the relevant circumstances, give a clear reasoned response and, where possible, propose a solution. Anonymous complaints are not considered.
A complaint is not considered by the employee whose actions are challenged or by a person who has a conflict of interest with the complainant.
3. How to make a complaint
Send your complaint to [email protected]. For quick communication, you may also write on Telegram at @eurostrah, but please also send the complaint by email so that we can register and consider it.
Please include your name or organisation name, contact email and telephone number, order or policy number if available, a description of the situation, your preferred resolution and any relevant documents. This helps us identify the matter and provide a substantive response.
4. Registration and additional information
We register a complaint on the day we receive it. If it does not contain enough information to identify the complainant or respond, we will request further details. The review period begins once the necessary clarification is received.
When a complaint is registered by email, we will send confirmation of receipt and, where appropriate, a reference number.
5. Time limits
We will send a written response within 10 calendar days of receiving a complaint. If additional checks, information from an insurer or other objective steps are required, the period may be extended, but not beyond one month from the date of registration. We will tell the complainant about the extension and the reason for it.
If a complaint is received through a public authority, the deadline set by that authority or by law applies. If the final day of a deadline is a non-working day, the deadline ends on the next working day.
6. Possible outcomes
- the complaint is upheld in full and we propose a possible solution;
- the complaint is partly upheld, with an explanation of the reasons;
- the complaint is rejected with a reasoned explanation; or
- we explain that the matter is within the competence of the insurer or another body and indicate where to apply.
We send the response to the email address stated in the complaint or by another agreed method.
7. Complaints about an insurance claim or contract
If a complaint concerns an underwriting decision, insurance payment, amount of compensation, exclusions or termination of a policy, the final decision is usually made by the insurer that issued the policy. We will help forward the complaint and provide information on how to submit it to the insurer.
8. Confidentiality and data
Information and documents received while handling a complaint are processed confidentially and only to the extent necessary to consider it, meet legal obligations and protect the rights of the Broker, customer or insurer. See our Privacy Policy for more information.
9. External remedies
You may contact the Bulgarian Financial Supervision Commission, another competent authority, use legally available out-of-court dispute-resolution procedures or bring a claim before the competent court.
10. Broker contact details
GENERAL BROKER CLUB Ltd., UIC 201044795
Insurance broker, Certificate No. 790-3B
Telephone: +359 988 358 940
Email: [email protected]
Telegram: @eurostrah