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EC efforts to improve consumer rights compliance welcome; more must be done to promote awareness of dispute resolution mechanisms

28-6-2022

Insurance Europe has responded to a consultation conducted by the EC on improving compliance with consumer rights across the EU. To achieve good consumer satisfaction and outcomes, consumers should have access to effective and efficient dispute settlement mechanisms at little or no cost.

The EC’s upcoming evaluations of the Directive on alternative dispute resolution for consumer disputes (ADR), the regulations on online dispute resolution for consumer disputes (ODR) and the regulations on cooperation between national authorities responsible for the enforcement of consumer protection laws (CPC) are therefore welcome.

These legislative texts provide consumers with the reassurance that they have access to effective, speedy and either cheap or free mechanisms to resolve their disputes; and that there is appropriate oversight and coordination under the CPC if there are instances of EU-wide deficiencies.

Insurers welcome this extra layer of reassurance for consumers, which sits in addition to the efforts that insurers make to deal with their customers speedily, fairly and with transparency when seeking to settle a complaint or dispute.

Insurance Europe does, however, see a lack of knowledge about ADR/ODR among consumers, and would therefore welcome steps by the EC to promote such mechanisms.

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