COMPLAINT MANAGEMENT

As my client, you are always the focus of my efforts; and not only when everything is going smoothly. In the unlikely event of you ever being dissatisfied with either your insurance contract, your insurance cover or even the services you receive from me, I rely on your support in order to resolve any existing conflicts, ambiguities or misunderstandings or improve my services to you.

I have, for this specific purpose, put in place the following complaint management system for you, which is as easy as 1, 2, 3:

1. To submit a complaint, I recommend you use the contact form. You may also want to get in touch with me in person or by either giving me a quick phone call (+49 172 66 92 114) or by sending me an e-mail (c.saba@versicherung-und-vermoegen.de).
   
   
2. What information do I need from you?
   
   Regardless of which channel you use to submit your complaint, you can help me to process it in a quick and efficient manner and to your complete satisfaction by providing the following information:
   
   . Your full personal details (surname, first name, postal address)
   . Your contact details (e-mail address and telephone number)
   . The policy number and the name of the insurance company your complaint relates to
   . A brief description of your case and the purpose of your complaint
   
   
3. How do I handle your complaint?
   
   . I will start processing your complaint as soon as received knowledge of it and will aim to get back to you with a solution within one week, always taking great care to examine your complaint carefully.
   . You will receive my response in writing by e-mail or, if necessary, by telephone.
   . You will be informed in good time in case resolving your complaint requires more than one week.
   . Should I require more than two weeks to resolve your complaint, I shall first inform you in writing or by telephone about the status of your complaint.
   . Should, exceptionally, the matter be more complex and I expect it will take more than two weeks to resolve it, I shall regularly keep you up to date as to the status of your complaint.

Though I will always strive to communicate with you in a clear and unambiguous way with the endeavour to resolve any complaint you may have, there may be instances where the involvement of an impartial third party is necessary to bring about a solution.

To this end, you have the option of getting in touch with the competent ombudsman; the extrajudicial dispute resolution procedure is free of charge for you.

The contact details are as follows:

Ombudsman Private Insurance (except private health insurance, credit insurance, reinsurance):

Versicherungsombudsmann e. V.
P.O. Box 080632
10006 Berlin

Information about the insurance ombudsman, the complaints procedure and contact details can be obtained by clicking here.

Private health insurance ombudsman:

Private health and long-term care insurance
P.O. Box 060222
10052 Berlin

Information about the insurance ombudsman, the complaints procedure and contact details can be obtained by clicking here.

EU portal for online dispute resolution:

The EU has set up the below mentioned platform to help dissatisfied customers. If you have complaints about goods or services that you have purchased over the Internet, you can find a neutral dispute resolution body here in order to reach an extrajudicial solution.

You can access the EU Commission’s platform for online dispute resolution by clicking here.