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Sweden 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 14 (fourteen) calendar days of receipt of the complaint.


External Dispute Resolution

National Board for Consumer Complaints (ARN)
Box 174
101 23 Stockholm
Tel: +46 8 50 88 60 00
Fax: + 46 8 50 88 60 01