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Norway 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 5 (five) business days of the complaint being made.

A final response to be provided within 15 (fifteen) working days of receipt of the complaint.

If a final answer can not be provided within 15 working days of the complaint being received, the insurer must send a preliminary answer to the complainant with a clear indication of the reasons why the answer is not yet available, and with an indication of when the complainant will receive a final answer.

In extraordinary cases, beyond the insurers control, the deadline for sending such a preliminary response can be extended to up to 35 working days from receipt.


External Dispute Resolution

Norwegian Financial Services Complaints Board (FinKN)
Postboks 53 Skøyen
0212 Oslo

Tel: +47 23 13 19 60
Fax: +47 23 13 19 70