If You Are Dissatisfied

Should you remain dissatisfied with the final response or if you have not received a final response within 8 (eight) weeks of the complaint being made, you may be eligible to refer your complaint to the Office for Complaints concerning insurance intermediaries in Austria at the Federal Minister for Labour, Social Affairs, Health and Consumer Protection. The contact details are as follows:

Beschwerdestelle über Versicherungsvermittler im BMAW, Bundesministerium für Arbeit und Wirtschaft
Stubenring 1, 1010 Vienna
Abteilung VI/A/1

Visit Bundesministerium für Arbeit und Wirtschaft website 

Should you remain dissatisfied with the final response or if you have not received a final response within 1 (one) month of the complaint being received, you may be eligible to refer your complaint to the Insurance Ombudsman in Belgium. The contact details are as follows:

Insurance Ombudsman
Square de Meeûs 35
1000 Bruxelles
Belgium

Telephone: +32 (0) 2 547 58 71
Fax: +32 (0) 2 547 59 75
E-mail: 

Visit Belgian Ombudsman Insurance website

Should you remain dissatisfied with the final response or if you have not received a final response within 1 (one) month of the complaint being made, you may be eligible to refer your complaint to the Financial Supervision Commission in Bulgaria. The contact details are as follows:

Financial Supervision Commission
No. 16 Budapeshta Str.
1000 Sofia
Bulgaria

Telephone: +359 2 9404 999
Fax: +359 2 9404 606
E-mail: 

Visit Bulgarian Financial Supervision Commission website

Should you remain dissatisfied with the final response or if you have not received a final response within 8 (eight) weeks of the complaint being made, you may be eligible to refer your complaint to the Croatian Financial Services Supervisory Agency (HANFA). The contact details are as follows:

Croatian Financial Services Supervisory Agency
Hrvatska Agencija za Nadzor Financijskih Usluga (HANFA)
Franje Račkoga 6 Zagreb
HR – 10000
Croatia

Telephone: +385 1 6173 200
Fax: +385 1 4811507
E-mail: 

Visit the Croatian consumer protection website

Should you remain dissatisfied with the final response or if you have not received a final response within 3 (three) months of the complaint being received, you may be eligible to refer your complaint to the Financial Ombudsman of the Republic of Cyprus. The contact details are as follows:

Financial Ombudsman of the Republic of Cyprus
PO Box 26722
1647 Nicosia
Cyprus

OR

Financial Ombudsman of the Republic of Cyprus
15 Kypranoros
1061 Nicosia
Cyprus

Fax: 22-660584
Fax: 22-660118
E-mail:

Visit the Cyprus Financial Ombudsman website

Should you remain dissatisfied with the final response or if you have not received a final response within 8 (eight) weeks of the complaint being made, you may be eligible to refer your complaint to the Czech National Bank. The contact details are as follows:

Czech National Bank
Consumer Protection Department
Na Príkope 864/28
115 03 Prague 1
Czech Republic

Reg. No. 48136450

Telephone: +420 224 411 111
Fax: +420 224 412 404
Green line: +420 800 160 170
Electronic form

Visit Czech Republic complaints website

Should you remain dissatisfied with the final response or if you have not received a final response within 8 (eight) weeks of the complaint being received, you may be eligible to refer your complaint to the Insurance Complaints Board in Denmark. The contact details are as follows:

The Insurance Complaints Board
Ankenævnet for Forsikring
Østergade 18, 2
1100 København K
Denmark

Telephone: +45 33 15 89 00
E-mail:

Visit the Danish Insurance Complaints website

If you have purchased a company insurance (i.e. not a consumer) you can refer your complaint to the Courts of Denmark.

Visit the Courts of Denmark

Should you remain dissatisfied with the final response or if you have not received a final response within within 15 (fifteen) calendar days of the complaint being made, you may be eligible to refer your complaint to the Consumer Disputes Committee of the Consumer Protection and Technical Supervision Agency. The contact details are as follows:

Consumer Disputes Committee
Endla 10A
10122 Tallinn
Estonia

Telephone: +372 667 2000
Customer advice hotline: +372 620 1707
E-mail:

Visit Consumer Disputes Committee website

Should you remain dissatisfied with the final response or if you have not received a final response within 8 (eight) weeks of the complaint being made, you may be eligible to refer your complaint to the Financial Ombudsman Bureau or the Consumer Disputes Board. The contact details of these organizations are as follows:

Financial Ombudsman Bureau
Porkkalankatu 1
00180 Helsinki
Finland

Telephone: +358 9 6850 120
E-mail:

Visit FINE website

Consumer Disputes Board
Hämeentie 3
P.O. Box 306
00531 Helsinki
Finland

Telephone: +358 29 566 5200
Fax: +358 29 566 5249
E-mail:

Visit the Consumer Disputes Board website

Should you remain dissatisfied with the final response or if you have not received a final response within 2 (two) months of the complaint being made, you may be eligible to refer your complaint to the Insurance Ombudsman in France. The contact details are as follows:

Insurance Ombudsman
TSA 50110
75441 Paris Cedex 09
France

Visit Mediation Assurance website

Should you remain dissatisfied with the final response or if you have not received a final response within 6 (six) weeks of the complaint being made, you may be eligible to refer your complaint to the Insurance Ombudsman. The contact details are as follows:

Insurance Ombudsman
Versicherungsombudsmann e.V.
Postfach 080632
10006 Berlin
Germany

Complaints may be submitted online

Telephone: 0800 3696000
Telephone: +49 (0) 30 206058 99 (from outside Germany)
Fax: 0800 3699000
Fax: +49 (0) 30 206058 98 (from outside Germany)

Visit Versicherungsombudsmann website

You may refer your complaint to the Insurance Ombudsman if the complainant is a consumer or in a consumer-like position and the complaint does not relate to private health insurance and nursing care insurance and the value of the complaint is EUR 100,000 or less.

Should you remain dissatisfied with the final response or if you have not received a final response within 50 (fifty) calendar days of the complaint being received, you may be eligible to refer your complaint to the Hellenic Consumers Ombudsman, the Bank of Greece or the General Secretariat of Consumer Affairs in Greece. The contact details of these organizations are as follows:

Hellenic Consumers Ombudsman
144 Alexandras Avenue
114 71, Athens
Greece

Telephone: +30 210 646 0862
Telephone: +30 210 6460814
Telephone: +30 210 6460612
Telephone: +30 210 6460734
Telephone: +30 210 6460458
Fax: +30 210 646 0414
E-mail: 

Visit the Consumer Ombudsman website

Complaints referred to the Hellenic Consumers Ombudsman must be submitted to it within 1 (one) year of you becoming aware of the act or omission that gave rise to the complaint.

Bank of Greece
21 E. Venizelos Avenue
102 50, Athens
Greece

Telephone: +30 210 320 1111
E-mail:

Visit the Bank of Greece website

Ministry of Development and Investments
General Secretariat for Trade and Consumer Protection
Directorate-General for Consumer Protection Kaniggos Square
10181 Athens
Greece

Telephone: 210 3332000
E-mail:

Visit the Ministry of Development & Investments website

Should you remain dissatisfied with the final response or if you have not received a final response within 30 (thirty) calendar days of the complaint being made, you may be eligible to refer your complaint to the Financial Consumer Protection Centre or the Financial Arbitration Board in Hungary. The contact details of these organizations are as follows:

Financial Consumer Protection Service
Hungarian National Bank
BKKP Postafiók: 777 1534 Budapest
Hungary

Telephone: +36 80 203 776
E-mail:

Visit the MNB website

The Financial Arbitration Board
Krisztina korut 39
1013 Budapest
Hungary

Telephone: +36 80 203 776
E-mail:

Visit the MNB website

Should you remain dissatisfied with the final response or if you have not received a final response within 4 (four) weeks of the complaint being made, you may be eligible to refer your complaint to the Financial Supervisory Authority in Iceland. The contact details are as follows:

The Insurance Complaints Committee
Guðrúnartún 1
105 Reykjavík
Iceland

E-mail:

Visit the Iceland Financial Supervision Authority website

Should you remain dissatisfied with the final response or if you have not received a final response within 40 (forty) business days of the complaint being made, you may be eligible to refer your complaint to the Financial Services and Pensions Ombudsman (FSPO). The contact details are as follows:

Financial Services and Pensions Ombudsman
Lincoln House
Lincoln Place
Dublin 2
D02 VH29
Ireland

Telephone: +353 1 567 7000
E-mail: 

Visit the FSPO website

Should you remain dissatisfied with the final response or if you have not received a final response within forty-five (45) calendar days of the complaint being made, you may be eligible to refer your complaint to the Institute for Insurance Supervision (IVASS). The contact details are as follows:

Institute for Insurance Supervision (IVASS)
Via del Quirinale 21
00187 Rome
Italy

Telephone: 800 486661 (from Italy)
Telephone: +39 06 404 14 679 (from outside Italy)
Fax: +39 06 42133 206
Certified e-mail (Italy only):

The IVASS website provides further information about how to refer your complaint to IVASS and a template letter that may be used.

Visit the IVASS website 

Should you remain dissatisfied with the final response or if you have not received a final response within 20 (twenty) days of the complaint being made, you may be eligible to refer your complaint to the Latvian Insurers Association (LIA). The LIA contact details are as follows:

Latvian Insurers Association (LIA)
4, Toma street, 1st floor
Riga, LV-1003
Latvia

Telephone: +371 67360898
E-mail:

Visit the LIA website

Should you remain dissatisfied with the final response or if you have not received a final response within 8 (eight) weeks of the complaint being made, you may be eligible to refer your complaint to the Financial Market Authority. The contact details are as follows:

Financial Market Authority
Landstrasse 109
P.O. Box 279
9490 Vaduz
Liechtenstein

Telephone: +423 236 73 73
Fax: +423 236 72 38
E-mail: 

Visit the FMA website

You may also be eligible to refer your complaint to the Conciliation Board. The contact details are:

Conciliation Board of Liechtenstein
Dr. Peter Wolff, Attorney-at-Law
Landstrasse 60
PO Box 343
FL-9490 Vaduz
Principality of Liechtenstein

Telephone: +423 220 20 00
Fax: + 423 220 20 01
E-mail: 

Visit the Conciliation Board website

Should you remain dissatisfied with the final response or if you have not received a final response within 15 (fifteen) business days of the complaint being made, or, in exceptional cases, within 35 (thirty-five) business days, you may be eligible to refer your complaint to the Bank of Lithuania. The contact details are as follows:

Bank of Lithuania
Žalgirio g. 90
LT-09303 Vilnius
Lithuania

Telephone: +370 5 268 0029
Telephone: +370 5 2680 804
Fax: +370 5 268 0038
E-mail:
E-mail:

Visit Lithuanian consumer protection website

Should you remain dissatisfied with the final response or if you have not received a final response within 30 (thirty) days from the date of receipt of the complaint, you may be eligible to refer your complaint to the Mediateur en Assurances (ACA). The contact details are as follows:

ACA, Association des Compagnies d’Assurances et de Reassurances
(Luxembourg Insurance and Reinsurance Association)
Mediateur en Assurances (Insurance Ombudsman)
12, rue Erasme
L – 1468 Luxembourg

Telephone: (+352) 44 21 44 1
Fax: (+352) 44 02 89
E-mail: 

Visit the ACA website

Should you remain dissatisfied with the final response or if you have not received a final response within 15 (fifteen) working days of the complaint being made, you may be eligible to refer your complaint to the Arbiter for Financial Services in Malta. The contact details are as follows:

Office of the Arbiter for Financial Services
1st Floor
St Calcedonius Square
Floriana FRN 1530
Malta

Telephone: 80072366 (from inside Malta)
Telephone: +356 212 49245 (from outside Malta)
Mobile or WhatsApp: +356 79219961
E-mail:

Submit a complaint online 

Arbiter for Financial Services website

Should you remain dissatisfied with the final response or if you have not received a final response within 8 (eight) weeks after the complaint has been received by the insurer, you may be eligible to refer your complaint to the Financial Services Complaints Tribunal (Kifid) in the Netherlands. The contact details are as follows:

Financial Services Complaints Tribunal – Klachteninstituut Financiële Dienstverlening (Kifid)
Postbus 93257
2509 The Hague
The Netherlands

Telephone: +31 (0) 70 333 8 999
E-mail: 

Visit the Kifid website

Your complaint will be acknowledged, in writing, within 5 (five) business days of the complaint being made.

A decision on your complaint will be provided to you, in writing, within 15 (fifteen) working days of the complaint being received.

If a final answer can not be provided within 15 working days of the complaint being received, the insurer must send a preliminary answer to the complainant with a clear indication of the reasons why the answer is not yet available, and with an indication of when the complainant will receive a final answer.

In extraordinary cases, beyond the insurers control, the deadline for sending such a preliminary response can be extended to up to 35 working days from receipt.

Should you remain dissatisfied with the final response or if you have not received a preliminary answer within 15 (fifteen) working days of the complaint being received, or at any time after you have made the complaint to the party named above, you may refer your complaint to the

Norwegian Financial Services Complaints Board. The contact details are as follows:

Norwegian Financial Services Complaints Board (FinKN)
Postboks 53 Skøyen
0212 Oslo
Norway

Telephone: +47 23 13 19 60
Fax: +47 23 13 19 70
E-mail:

Visit FINKN website

If you have a ‘Fire & Natural perils’ policy and you experience a decreased compensation or a refusal of compensation from the Insurer, you have the right to appeal to the Appeals Board for Natural Damage Cases. The contact details are as follows:

Norwegian National Scheme for Natural Damage Assistance/Appeals Board for Natural Damage Cases c/o Norwegian Agriculture Agency
Post-box 1450 Vika
N-0116 Oslo

Tel: +47 2413 1000
Email:
Website: www.naturskadeordningen.no

If you have purchased your contract online, you may also make a complaint via the EU’s online dispute resolution (ODR) platform. The website for the ODR platform is www.ec.europa.eu/odr.

The complaints handling arrangements above are without prejudice to your right to commence a legal action or an alternative dispute resolution proceeding in accordance with your contractual rights.

Should you remain dissatisfied with the final response or if you have not received a final response within 30 (thirty) days of the complaint being made, you may – as a natural person – be eligible to refer your complaint to the Financial Ombudsman. The contact details are as follows:

Financial Ombudsman
ul. Nowogrodzka 47a
00-695 Warsaw
Poland

Telephone: +48 22 333 73 26/27
Fax: +48 22 333 73 29
E-mail:

Rzecznik Finansowy website

Should you remain dissatisfied with the final response or if you have not received a final response within 20 (twenty) business days (or 30 (thirty) business days for exceptional or complex cases) of the complaint being received, you may refer your complaint to the  independent Customers’ Ombudsman appointed by Lloyd’s Insurance Company. The Ombudsman will review the complaint within 30 (thirty) business days of receipt (or 45 (forty-five) business days in exceptional cases) and issue a recommendation accordingly. The contact details are:

Mr Gonçalo Vareiro
NSM, Sociedade de Advogados RL
Avenida Fontes Pereira de Melo, nº 21, 2º
1050-116 Lisbon
Portugal

Fax: +351 211 911 722
E-mail:

You may also bring a complaint before the Authority for the Supervision of Insurance and Pension Funds (ASF). The contact details are below:

Authority for the Supervision of Insurance and Pension Funds (ASF)
Av. da República, 76
1600-205 Lisbon
Portugal

Telephone: (351) 21 790 31 00
Fax: (351) 21 793 85 68

Should you remain dissatisfied with the final response or if you have not received a final response within 8 (eight) weeks of the complaint being made, you may be eligible to refer your complaint to the Financial Supervisory Authority (ASF). The contact details are as follows:

Financial Supervisory Authority / Autoritatea de Supraveghere Financiara (ASF)
Splaiul Independentei No. 15, sector 5
050092 Bucharest
Romania

Telephone: +4 08 00 825 627
Telephone: 004 021 668 1208
Fax: 021 659 60 51
Fax: 021 659 64 36
E-mail:
E-mail:

Non-bank Alternative Dispute Resolution Entity (SAL-Fin)

Should you remain dissatisfied with the final response or if you have not received a final response within 8 (eight) weeks of the complaint being made, you may be eligible to refer your complaint to the National Bank of Slovakia. The contact details are as follows:

National Bank of Slovakia
Department for the Protection of Financial Consumers
Imricha Karvaša 1
813 25 Bratislava
Slovakia

Telephone: +421 2 5787 1111
Fax: +421 2 5787 1100
E-mail: 

Financial consumer, other client, or consumer association filing form

Should you remain dissatisfied with the final response or if you have not received a final response within 30 (thirty) business days of the complaint being received, you may be eligible to refer your complaint to the Mediation Centre of the Slovenian Insurance Association. The contact details are as follows:

Mediation Centre of the Slovenian Insurance Association
Železna cesta 14
1000 Ljubljana
Slovenia

Telephone: 00386 1 3009381
Fax: 00386 1 4735692
E-mail:  

ADR – Alternative consumer dispute resolution

For business written on a Freedom of Establishment basis:

Should you remain dissatisfied with the final response or if you have not received a final response within 1 (one) month of the complaint being made, you may voluntarily submit a dispute to arbitration in accordance with the terms of the Spanish Law for the Protection of Consumers and Users and related subordinate legislation, without prejudice to the provisions of the Arbitration Law in the event that the parties submit any dispute to the decision of one or more arbitrators.

For business written on a Freedom of Service basis:

Should you remain dissatisfied with the final response or if you have not received a final response within 2 (two) months of the complaint being made, you may voluntarily submit a dispute to arbitration in accordance with the terms of the Spanish Law for the Protection of Consumers and Users and related subordinate legislation, without prejudice to the provisions of the Arbitration Law in the event that the parties submit any dispute to the decision of one or more arbitrators.

You may be eligible to refer your complaint to the Directorate General of Insurance in Spain. The contact details are as follows:

Directorate General of Insurance
Pº Castellana, 44
28046 Madrid
Spain

Telephone: 952 24 99 82

Información sobre el procedimiento

Should you remain dissatisfied with the final response or if you have not received a final response within 14 (fourteen) calendar days of the complaint being made, you may be eligible to refer your complaint to the National Board for Consumer Complaints. The contact details are as follows:

National Board for Consumer Complaints (ARN)
Box 174
101 23 Stockholm
Sweden

Telephone: +46 8 50 88 60 00
Fax: + 46 8 50 88 60 01
E-mail: 

Visit the ARN website 

Should you remain dissatisfied with the final response or if you have not received a final response within 8 (eight) weeks of the complaint being made, you may be eligible to refer your complaint to the Financial Ombudsman Service in the United Kingdom. The contact details are as follows:

Financial Ombudsman Service
Exchange Tower
London E14 9SR
United Kingdom

Telephone: +44 20 7964 0500 (from outside the UK)
Telephone: 0800 023 4 567 (from inside the UK)
Fax: +44 20 7964 1001
E-mail:

Visit Financial Ombudsman Service website

EDR scheme and eligibility: The applicable state Department of Insurance (or equivalent agency).

Please find a list of state insurance departments here