Germany 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.
A final response to be provided within 6 (six) weeks of receipt of the complaint.
External Dispute Resolution
Insurance Ombudsman
Postfach 080632
10006 Berlin
Germany
Tel: 0800 3696000
Fax: 0800 3699000
www.versicherungsombudsmann.de
You may refer your complaint to the Insurance Ombudsman if the complainant is a consumer or in a consumer-like position and the complaint does not relate to private health insurance and the value of the complaint is EUR 100,000 or less.
In addition, you may refer your complaint to the Federal Financial Supervisory Authority (BaFin) in Germany without first contacting the party identified above, or at any time after you have made your complaint. The contact details are as follows:
Federal Financial Supervisory Authority (BaFin)
Graurheindorfer Strasse 108
53117 Bonn
Germany
Tel: 0800 2 100 500 (from inside Germany)
Tel: +49 (0)228 41080
E-mail: poststelle@bafin.de
Website: www.bafin.de/EN/Verbraucher/BeschwerdenAnsprechpartner/beschwerdenansprechpartner_node_en
For business written on a Freedom of Establishment basis
Should you remain dissatisfied with the final response or if you have not received a final response within 6 (six) weeks of the complaint being made, you may be eligible to refer your complaint to the Insurance Ombudsman. The contact details are as follows:
Insurance Ombudsman
Postfach 080632
10006 Berlin
Germany
Tel: 0800 3696000
Fax: 0800 3699000
Website: www.versicherungsombudsmann.de
You may refer your complaint to the Insurance Ombudsman if the complainant is a consumer or in a consumer-like position and the complaint does not relate to private health insurance and the value of the complaint is EUR 100,000 or less.
In addition, you may refer your complaint to the Federal Financial Supervisory Authority (BaFin) in Germany without first contacting the party identified above, or at any time after you have made your complaint. The contact details are as follows:
Federal Financial Supervisory Authority (BaFin)
Graurheindorfer Strasse 108
53117 Bonn
Germany
Tel: 0800 2 100 500 (from inside Germany)
Tel: +49 (0)228 41080
E-mail: poststelle@bafin.de
Website: www.bafin.de/EN/Verbraucher/BeschwerdenAnsprechpartner/beschwerdenansprechpartner_node_en
For business written on a Freedom of Services basis
A decision on your complaint will be provided to you, in writing, within 6 (six) weeks of the complaint being made.
You may refer your complaint to the Federal Financial Supervisory Authority (BaFin) in Germany without first contacting the party identified above, or at any time after you have made your complaint. The contact details are as follows:
Federal Financial Supervisory Authority (BaFin)
Graurheindorfer Strasse 108
53117 Bonn
Germany
Tel: 0800 2 100 500 (from inside Germany)
Tel: +49 (0)228 41080
E-mail: poststelle@bafin.de
Website: www.bafin.de/EN/Verbraucher/BeschwerdenAnsprechpartner/beschwerdenansprechpartner_node_en