
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
Insurance Complaints Board
Anker Heegaards Gade 2, 1.
DK–1572 Copenhagen V
Denmark
Tel: +45 33 15 89 00
E-mail: ankeforsikring@ankeforsikring.dk
Website: www.ankeforsikring.dk/english