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Belgium complaints handling

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.



A prompt acknowledgement of the complaint, in writing, within 3 (three) business days of the complaint being made.

A final response to be provided within 1 (one) month of receipt of the complaint.

Insurance Ombudsman
de Meeussquare 35
1000 Brussels

Tel: +32 (2) 547 58 71
Fax: +32 (2) 547 59 75