Rules for handling complaints

01 I. General provisions

Art. 1. These rules govern the procedure and conditions for receiving, registering, reviewing and responding to complaints submitted by users of insurance services against the activity of Soners Grup EOOD, UIC 147246077, with registered seat and management address: Burgas, Lazur district, bl. 65, entrance 3, floor 1, apt. 2, in its capacity as an insurance broker.

Art. 2. The rules are issued on the basis of Art. 290, para. 2 and para. 3 of the Insurance Code, and in accordance with the Guidelines of the Financial Supervision Commission on the interpretation and application of those provisions.

Art. 3. The purpose of the rules is:

• to ensure a transparent and effective procedure for handling complaints;
• to guarantee the protection of clients’ rights and interests;
• to improve the quality of insurance mediation.

02 II. Scope

Art. 4. The rules apply to all complaints related to the company’s activity as an insurance broker, including in connection with:

• information provided;
• the conclusion, amendment or termination of insurance contracts;
• assistance upon the occurrence of an insured event;
• the conduct of the company’s employees and representatives.

03 III. Submission of complaints

Art. 5. Complaints may be submitted:

• on paper at the company’s central office at the address: Burgas, Lazur district, bl. 65, entrance 3, floor 1, apt. 2, addressed to the manager Yakub Solakov;
• by email at: solakov@soners.bg;
• by postal or courier service at the address: Burgas, Lazur district, bl. 65, entrance 3, floor 1, apt. 2, addressed to the manager Yakub Solakov.

Art. 6. The complaint must contain at least:

• the full name, personal/company identification number and contact details of the complainant;
• the policy number (if available) or other identifying data;
• a description of the problem;
• date and signature (for paper submissions).

Art. 6a. Receipt of the complaint is confirmed to the complainant within 3 working days.

Art. 6b. Where the complaint is incomplete or unclear, the company requests additional information. The response period begins to run from receipt of the necessary data.

04 IV. Registration and review of complaints

Art. 7. Every complaint received is registered in a special register with an incoming number and date of receipt.

Art. 7a. The manager or a person authorised by them is responsible for coordinating and overseeing the handling of complaints.

Art. 8. Complaints are reviewed objectively, impartially and within a reasonable time, taking into account all relevant facts and circumstances.

Art. 9. The period for reviewing and responding to a complaint is up to 10 calendar days from the date of its receipt, and in cases of factual or legal complexity — up to 30 days, with notification.

Art. 9a. The handling of complaints is free of charge for users of insurance services.

05 V. Response to the complaint

Art. 10. The response to the complainant is prepared in writing and contains:

• the results of the review carried out;
• a reasoned opinion;
• information about the options for additional protection of the client’s rights.

06 VI. Right to additional protection

Art. 11. Every user of insurance services may submit complaints against any act or omission of the Insurance Broker to the Financial Supervision Commission, which is responsible for the supervision of insurance activity, at the following address: Sofia 1000, 16 Budapeshta St., as well as to other state authorities.

Art. 12. All forms of out-of-court dispute resolution in the Republic of Bulgaria are also available to users of insurance services. In the case of an unresolved dispute with the insurance broker, the user is also entitled to refer to the Sectoral Conciliation Commission for the resolution of disputes in the field of insurance and insurance mediation, including the distance provision of financial services in these sectors, at the address Sofia 1000, 1 Vrabcha St., floors 3, 4 and 5, tel. 02/9330 565 — the head office of the Consumer Protection Commission (CPC), as well as to file a complaint by completing an electronic form on the CPC website — www.kzp.bg, or in person at the CPC regional centres in the country.

07 VII. Public availability of the rules

Art. 13. These rules are public.

Art. 14. The rules are published on the company’s website and are available free of charge to all users of insurance services.

Art. 15. Information about the rules is also provided at all offices of the company, and upon request a copy is provided on paper or electronically.

08 VIII. Control, accountability and compliance

Art. 16. The company maintains a register of complaints received, which contains at least the following information:

• incoming number and date of receipt;
• data on the complainant;
• subject of the complaint;
• actions taken;
• date of the response;
• status of the complaint.

Art. 17. The register under Art. 16 is kept for a period of no less than 5 years and is provided to the Financial Supervision Commission upon request.

Art. 18. Complaints are reviewed by a person who is not directly involved in the subject of the complaint, in order to ensure objectivity and impartiality. Where this is not possible — by the manager or an external expert.

Art. 19. Personal data is processed solely for the purposes of handling complaints and in accordance with applicable legislation.

Art. 20. The company analyses the complaints received at least once a year in order to identify systemic weaknesses and take corrective measures.

09 IX. Final provisions

§1. These rules enter into force as of the date of their approval by the manager of the company.

§2. The rules apply to all users of insurance services without discrimination.

§3. Control over the implementation of the rules is assigned to the manager of Soners Grup EOOD.

Date of last revision: 02.02.2026. Approved by: Yakub Solakov.