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Complaints and Dispute Resolution

How to submit a complaint

If you are dissatisfied with our service or performance, please first address your concern to us. You can reach us:

Complaint process

Regardless of the channel chosen (phone, email, online form), the complaint is recorded by an employee and entered into our internal system. As part of this process, all information relevant to the complaint is gathered and prepared. All complaints are forwarded to the responsible department within the company and handled within a reasonable time frame.

Barring exceptional circumstances, our internal performance indicators for the final handling of a complaint provide for resolution within a maximum of 14 days. The complainant receives a written response offering redress or a remedial measure, or informing them of the justified rejection of the complaint.

In particular, the response letter includes the information that, in the absence of a satisfactory resolution, the complainant may pursue the complaint by contacting the insurer’s complaints office or, where applicable, national conciliation bodies and/or supervisory authorities. Please also refer to your insurance terms and conditions for details.

If, contrary to expectations, your concern cannot be resolved satisfactorily, the following bodies are available for complaints and dispute resolution:

Complaints office for insurance intermediaries at the BMWET (Federal Ministry of Economy, Energy and Tourism), Dept. III/A/1 (Trade Law), Stubenring 1, 1010 Vienna. Pursuant to Section 365z1(1) of the Austrian Trade Act (GewO), this office is required to accept customer complaints about insurance intermediaries free of charge. Such complaints must be handled and answered in all cases. Where possible, mediation should be pursued. Further information can be found here.

Conciliation bodies

As a consumer, for out-of-court dispute resolution you may choose to contact either the Conciliation Body for Consumer Transactions (www.verbraucherschlichtung.at) or the Internet Ombudsstelle (www.ombudsstelle.at). Participation in the conciliation procedure is free of charge and voluntary; the conciliation proposal is not binding.

For cross-border disputes within the EEA, you can contact the FIN-NET network, which enables the out-of-court settlement of complaints against financial service providers in another EEA country: finance.ec.europa.eu