Treating Customers Fairly

What to do if you have a complaint

Despite taking every care, implementing standards and carrying out checks, mistakes can be made wherever people work.

We are always your first point of contact whenever you are not happy with something. We will do everything we can to resolve the problem. Please write to us at:

Please specify precisely in your complaint what you are dissatisfied with and what you expect from us. Please quote your policy number and where appropriate your claim number. Let us know if you wish to be called or prefer an answer by classic post or E-Mail.

We will respond to your complaint within 10 working days. In difficult cases you will receive an interim reply.

If you still wish to obtain external advice you have the option of consulting the free of charge services of the insurance ombudsman (independent arbitration board excluding health insurance contracts), the Federal Financial Supervisory Authority (BaFin) or the EU Commission.

Even if you consult the services of the insurance ombudsman, BaFin or the EU Commission, you may also consult a lawyer at a later date if necessary.

Questions?