We are committed to providing you with excellent customer service. If, however, you are not satisfied with the service you have received, our products or a claims decision and wish to make a complaint, we will do our best to resolve it promptly and professionally.
How do I make a complaint?
You may contact your broker/intermediary, the complaints contact detailed in your policy wording or the person handling your claim to inform them of your dissatisfaction. Alternatively, you may complain directly to us, by contacting at:
Head of Compliance
Berkshire Hathaway European Insurance DAC
Cäcilienstraße 30, 50667 Köln, Germany
Web complaints form: https://www.bafin.buergerservice-bund.de/Formular/Versicherung
To help us investigate your complaint, please provide us with as much information as possible to include:
- your full name, address and postcode;
- your policy reference number and/or claim reference number;
- your phone/email contact details;
- full details of what has caused you to make a complaint;
- how you would like us to resolve your complaint.
What happens next
Once we receive your complaint, we will:
- do everything possible to investigate your complaint quickly and thoroughly;
- keep you informed;
- resolve your complaint fairly;
- advise you how to escalate your complaint, if necessary.
3 day – Summary Resolution Communication (SRC)
We aim to resolve all complaints informally within three working days. Where this is done, we will send you an SRC setting out what we have done to resolve your complaint.
5 day acknowledgement
If we can’t resolve your complaint informally (see SCR above) we will acknowledge your complaint within 5 working days and let you know who will deal with you complaint and the next steps. We will keep you advised of the progress of our investigations and in all cases we aim to provide a final decision in writing within 8 weeks. If we can’t we let you know what we have done and the reasons why we have not been able to conclude our investigations.
If you are not satisfied with our final response to your complaint, or the reason why we have been unable to provide a final response, you may be eligible to refer your complaint to an external dispute resolution (EDR) service. You have 6 months from the date of our final response to refer your complaint to the EDR service. A referral will not affect your right to take legal action against us. The contact details of EDR service are set out below.
Bundesanstalt für Finanzdienstleistungsaufsicht (BaFin)
Graurheindorfer Straße 108
Tel.-Nr.: 0800 2 100 500 (aus Deutschland)
Tel.-Nr.: +49 (0)228 41080
Istituto per la Vigilanza sulle Assicurazioni (IVASS)
Via del Quirinale 21
Il sito IVASS contiene maggiori informazioni sulle modalità di presentazione del reclamo a IVASS e un modello di lettera che si può utilizzare. Di seguito il link: