Complaints Administration Procedure
Within the framework of our commitment as Hydra Insurance, to ensure that you are well informed, that we treat you in a fair manner and that our insurance policies and the standards of service that you enjoy are not below those you are entitled to expect from us, we would like to inform you about the Complaints Administration Procedure we apply:
Complaint means the complaint or statement of dissatisfaction addressed to an insurance undertaking by a person who is related to the insurance policy or the insurance services provided. Complainer means the person who is entitled to raise a complaint to an insurance undertaking who has submitted a complaint, such as the policyholder, the insured, the beneficiary or claiming third party.
In case you have any complaint, and to speed up the procedure, we would kindly ask you to contact the intermediary, who has arranged the Policy for you, or any of our branches or our Customer Service Department at the Head Office of the Company.
If you are still unsatisfied with the outcome, feeling that the complaint has not been resolved to your satisfaction, you may inform us, using the following ways:
- In writing, addressed to the Complaints Administration Department, by completing the relevant Complains Form, which may be provided to you at our Head Office or Branches, as well as from our webpage www.hydrainsurance.com (IMPORTANT INFORMATION → Complaints administration procedure → Complaint Form) which can be sent to our Head Office in Nicosia (SEK Building, 5th floor, 2018 Strovolos, P. O. Box 24653 – 1302 Nicosia) or by fax 22 454 704 or by email at email address This email address is being protected from spambots. You need JavaScript enabled to view it.
- By phone, calling us at number 22 454 700 during office hours.
- Personally, at the Complaints Administration Department of the Company.
- Electronically, by filling the form here.
We inform you that within two (2) working days as from the date of receipt of your complaint, we will inform you in writing for its receipt as well as with the commencement of the investigation.
We further inform you that we will reply to you within 15 working days from the date of the receipt of the complaint, where this is possible, or we will inform you whether any additional time may be required for the completion of the investigation carried out by us. In such a case, we will send you our final reply not later than within 30 additional working days
It is also important for you to know that the activation of the Complaints Administration Procedure is provided to you without any financial charge and does not interrupt or suspend your right to have recourse to the courts.
In case that no mutually acceptable solution is reached within the agreed terms of the insurance policy and the procedures observed by the Company, you have the right to insist on your complaint and the right of recourse to the courts or other competent authorities for amicable settlement of disputes, such the Single Carrier Court Settlements Financial Nature.
Click below to view and download the Complaints Form