How does the Customer Services Act 10/2025 of 26 December affect insurers?
6 February, 2026
Act 10/2025 amends Act 44/2002 and requires the updating of regulations for customer services. It comes into force on 28/12/2025, with a twelve-month adaptation period. It enhances accessibility and personalised assistance; it prohibits answering machines and call forwarding from toll-free numbers to paid lines. It requires the separation of customer services from commercial functions and specialised staff training, including assistance to vulnerable groups. It also expands customer information, prohibits complaints by telephone and allows co-official languages. It also establishes acknowledgement with an identification code and new grounds for non-acceptance; sets a deadline of one month for resolving complaints to customer services and ninety days for complaints to the Directorate-General for Insurance and Pension Funds, and specifies the requirements for acceptance.
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