Principles of our complaint managementzur deutschen Version wechseln
Your complaint is important to us!
We always aim to offer first-class service and are committed to addressing your concerns. Should you still be dissatisfied with our products or our service, please let us know. We take your complaints seriously. You can inform us of your complaint via telephone, e-mail, post or via our website using the below contact form.
Kontakt & Services
What information do we need?
In order to process your complaint quickly and completely, please provide us with the following information:
- Phone / E-mail / Fax
- Insurance number
- A clear description of your complaint
Your complaint is guaranteed to be processed!
It goes without saying that we make every effort to keep your complaint confidential, and to resolve it as quickly as possible and to your satisfaction. If we are not able to resolve your complaint within five working days, you will receive an interim notification and will be informed about the further steps we are taking.
What other possibilities do you have?
You also have the option of initiating a complaints procedure with one of the arbitration boards listed below. These arbitration boards support the out-of-court dispute settlement between consumers (policyholders) and insurance companies. We shall participate in the dispute resolution procedure before this arbitration board. You are not obliged to accept the decision, irrespective of the outcome and you still have recourse to courts of law.
Postfach 08 06 32
Online Dispute Resolution Platform
If you, as a consumer, have concluded the insurance contract electronically (e.g. via a website or via e-mail), you can also use the online dispute resolution platform set up by the European Union. Your complaint will be forwarded from there to the responsible Ombudsman.
Federal Financial Supervisory Authority (BaFin)
As an insurance company, we are subject to the supervision of the Federal Financial Supervisory Authority (Bundesanstalt für Finanzdienstleistungsaufsicht, BaFin). You can also contact BaFin if You wish to lodge a complaint.
Grauheindorfer Str. 108