Welcome to the Insurance Ombudsman's website.

In which cases can I contact the Insurance Ombudsman?

In which cases can I contact the Insurance Ombudsman?

  • I am a consumer (I am an unincorporated natural person, I do not act within the scope of my job or profession) and, at the same time,
  • I believe that the insurance company has breached my consumer's rights and, at the same time, I have complained one or more times against the insurance company (I prove this fact by letter or e-mail from the insurance company), while
  • The insurance company, as the other party to the dispute, is a member insurance company of the Slovak Insurance Association.

How can I complain to Insurance Ombudsman?

How can I complain to Insurance Ombudsman?

Electronicallywe prepare

via a form.

 

In writing

by registered mail to our address or  .

 

In person

recorded into the minutes - within a personal consultation. Check out the consultation times.

What should be attached to the complaint?

What should be attached to the complaint?

  • Insurance company ´s final answer to your complaint or a proof that I have contacted the insurance company without success, e. g. the insurance company did not respond within 30 days from the lodging the complaint,
  • Copies of all related documents, e. g. , the insurance contract and all its parts and attachments, e. g. insurance policy terms and conditions and other arrangements, claim adjuster´s report or other communication with the insurance company or photo documentation.

In which cases the Ombudsman refuses my complaint or can refuse it

Will refuse

  • If my complaint is considered by the Ombudsman as incomplete and I do not complete it within 15 days,
  • If the Ombudsman is not competent to deal with my case, e. g. my complaint is not consumer dispute related to an insurance policy
  • If ADR process has already started for my case or there is a decision by a court or arbitration tribunal or a mediation agreement has been already concluded or ADR has been completed,
  • If the complaint is repeated in the same case without any new facts,
  • If the complaint is anonymous,
  • If SLASPO is removed from the list of ADR entities.

Can refuse

  • If I lodge the complaint later than one year after the rejection of my complaint by the insurance company,
  • If I lodge the complaint later than one year after I got no response from the insurance company within 30 days limit,
  • If I did not complain against the insurance company before lodging the complaint to the Insurance Ombudsman,
  • If the value of my claim is less than € 20,
  • If I lodge a repeat complaint in the same case without any new facts,
  • If it is clear that ADR process will be possible to conduct only with inadequate efforts.

ARS = Alternative dispute resolution

Means an out-of-court dispute resolution procedure designed to achieve a conciliatory resolution of the dispute. Unlike court proceedings, ADR is an opportunity to resolve a dispute with an insurance company quickly, efficiently, less formally and also free of charge.

The Slovak Insurance Association is registered by the Ministry of Economy of the Slovak Republic as an alternative dispute resolution entity and for this purpose the association has established the Ombudsman, in accordance with Act No. 391/2015 Coll. on Alternative Dispute Resolution and Amendment of Certain Laws, transposing Directive 2013/11/EU of the European Parliament and of the Council of 21 May 2013 on alternative dispute resolution for consumer disputes. Ombudsman's activities also follow Regulation of the European Parliament and of the Council No. 524/2013 of 21 May 2013 on Consumer Dispute Resolution online.

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