If you believe that an insurance company has breached your rights, start with a written complaint to the insurer. Keep the policy, correspondence and all documents connected with the case.
Step 1: complain to the insurer in writing
Do not rely only on a conversation with an employee or a call centre. Describe the facts, your request and the documents you are enclosing. Send the complaint to the insurer in writing and ask for a written reply.
A written reply tells you the insurer’s official position and the stated grounds for a refusal or delay. It also gives you material for the next stage if the problem is not resolved.
Step 2: submit a complaint to the Financial Supervision Commission
If you are not satisfied with the insurer’s reply, you may complain to Bulgaria’s Financial Supervision Commission (FSC, КФН). The FSC can check whether the insurer complied with the applicable legal requirements, deadlines and procedures. If it finds an administrative violation, it may take the relevant supervisory action.
Prepare the complaint in writing. State your name and contact details, explain the problem clearly and specify what you request. Attach copies of the relevant documents — for example, the policy, the insurer’s reply, medical documents, invoices and correspondence. Keep the originals yourself.
What the FSC can and cannot decide
The FSC may request explanations and documents from the insurer, analyse whether it followed the required procedures and inform you of the outcome. The time needed for a reply depends on the facts and the investigation.
The FSC does not replace the court in a dispute over the amount of compensation or whether compensation should be paid. If the dispute cannot be resolved with the insurer and falls outside the FSC’s powers, the matter may require court proceedings.
FSC contact details
Financial Supervision Commission
16 Budapeshta Street
1000 Sofia, Bulgaria
Email: [email protected]
FSC information and complaint form
Need help preparing the documents?
If you purchased the policy through EUROMEDINS, we can help you organise the documents and correspondence with the insurer. Email [email protected] with the policy number and a short description of the problem.
