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Austria complaints

Definition of a complaint

A statement of dissatisfaction addressed to an insurance undertaking by a person relating to the insurance contract or service he/she has been provided with. Complaints handling should be differentiated from claims handling as well as from simple requests for execution of the contract, information or clarification.

 

Definition of a complainant

A person who is presumed to be eligible to have a complaint considered by an insurance undertaking and has already lodged a complaint e.g. a policyholder, insured person, beneficiary and in some jurisdictions, injured third party.

 

Timescales

A prompt acknowledgement of the complaint, in writing, within 5 (five) business days of the complaint being made.

A final response to be provided within 8 (eight) weeks of receipt of the complaint.

 

External Dispute Resolution

Austrian Financial Market Authority Consumer
Information and Complaints department
Otto-Wagner-Platz 5
1090 Vienna
Austria

Tel: +43 1 249 59 3444
Fax: +43 1 249 59 3499
E-mail: fma@fma.gv.at

Website: www.fma.gv.at/en/complaints-and-points-of-contact/