Public statement relating to Settlement Agreement between the Central Bank of Ireland and Aviva Health Insurance Ireland Limited

• Date: 09 March 2012

PO BOX 559 T +353 1 224 4000

Dame Street F +353 1 671 6561

Dublin 2

Settlement Agreement between the Central Bank of Ireland

and Aviva Health Insurance Ireland Limited

The Central Bank of Ireland (“the Central Bank”) has entered into a Settlement Agreement

with effect from 9 March 2012 with Aviva Health Insurance Ireland Limited, a regulated

financial service provider, (“the firm”) in relation to breaches of the Consumer Protection

Code of 1 August 2006 (“the Code”).

These breaches related to the firm’s failure, during the period 1 June 2009 to 31 December

2010:

1) to comply with provision 47 of the Code in that the firm did not offer consumers the

opportunity to have their verbal complaints treated as a written complaint;

2) to comply with provision 48 of the Code in that the firm did not maintain an up-to-

date record of all complaints subject to the complaints procedure;

3) to comply with provision 57 of the Code in that the firm did not have adequate

systems and controls in place to ensure compliance with the minimum complaints

handling requirements set out in provision 46 (a) to (e) of the Code; and

4) to comply with General Principle 4 of the Code in that the firm did not have and

employ effectively the resources and procedures, systems and control checks that

were necessary for compliance with the Code.

The Central Bank reprimanded the firm and required it to pay a monetary penalty of

€245,000.