Customers have a right to lodge a complaint related to an insurance or service contracted in the member states of the European Union through a Managing General Agent (Hereinafter the "MGA"). The purpose of the complaints handling policy is to enable customers to have their concerns addressed in a way that ensures access and equity, fairness, accountability and transparency.
What is a complaint?
A Complaint is a written statement of dissatisfaction related to an insurance contract or service provided or contracted through an MGA. Complaints are differentiated from claims as well as from simple requests for execution of the contract, information, or clarification.
How to complain?
If a customer is dissatisfied with any aspect of his or her insurance, he or she should contact the MGA and lodge an complaint, which will be managed in accordance with Regulator's best practice guidelines and appropriate standards.
The complaint must provide full contact details:
- name and address of the complainant,
- phone number,
- e-mail address and
- insurance policy number.
The complaint should also include reasons for the complaint, details of the alleged facts and any evidence proving these facts, dates, and other information necessary to resolve all concerns.
Complaint adressed directly to the insurance company
A customer may also refer his or her's complaint directly to the Insurer.
Head of the Complaints Handling Function at Zavarovalnica Triglav is Matej Eigner, Director of the Insurance Law Department at Zavarovalnica Triglav, d.d. Customers who wish to lodge a complaint directly to the insurer may do so by contacting us by e-mail: matej.eigner@triglav.si.
Upon receipt of a complaint, we will inform the complainant within 8 days from the receipt of the complaint about the handling and registration of the complaint, while Zavarovalnica Triglav, d.d., will provide a resolution of the complaint within 21 days from it's reception. If a complaint is incomplete, the complainant will be requested for additional information which must be provided to us within 15 days, otherwise the complaint shall be considered withdrawn.
Zavarovalnica Triglav, d.d., has a detailed Complaints Handling Process in place to address consumers complaints.