As soon as we receive your complaint, we will confirm its receipt, and will inform you about the further processing.
We will register your complaint in our complaints database. We have created this databank to analyse the complaints we receive so that we can continuously improve our products. The information regarding your complaint will be deleted according to the applicable legal provisions.
We will thoroughly analyse your complaint based on the arguments you presented to us and the available information and evidence. Afterwards we will inform you in writing about our conclusion. If we do not fully agree with your complaint, we will explain the reasons to you in a clear and comprehensible way.
We will process your complaint promptly. Should we not be able to give you an answer within reasonable time, we will inform you about the reasons for the delay as well as the expected answering time.
In case you need any information regarding the status of your complaint, you can get in touch with us, and we will inform you accordingly.
If you do not agree with the solution that we suggest to you regarding your complaint, you can contact the following authorities or take legal action.
P. O. Box 279
P. O. Box 343
In case of cross-border complaints within the EEA, you also have the option to contact the following extrajudicial institutions:
The Fin-Net-Member in your own country or the country of the financial services provider
Go to website
(for online insurance contracts)
Go to website
In the case of UK complaints, you may, if eligible, refer your complaint to the Financial Ombudsman Service (FOS).