Denmark 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.

 

Timescales

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 8 (eight) weeks of receipt of the complaint.

 

External Dispute Resolution

The Insurance Complaints Board

Ankenævnet for Forsikring
Østergade 18, 2
1100 København K
Denmark

Tel: +45 33 15 89 00
E-mail: ankeforsikring@ankeforsikring.dk
Website: www.ankeforsikring.dk/english