You can find important information on complaint processing here.
Your satisfaction is important to us. If you were unhappy with how your case was processed, please submit a complaint in writing (by post or via the complaints form) to:
Breite Straße 8
30159 Hannover Germany
It is essential that you provide your name, contract number, the reason and purpose of your complaint and any documents required for processing (e.g. receipts, photos etc.) along with the complaint.
We will process your complaint within 5 working days. We shall let you know if this will take longer.
If you are unhappy with the outcome, you can contact the insurance ombudsman Versicherungsombudsmann e.V., Leipziger Straße 121, 10117 Berlin or the German Federal Financial Supervisory Authority (BaFin), Graurheindorfer Str. 108, 53117 Bonn. For more information, please visit our website at www.versicherungsombudsmann.de and www.bafin.de. This process is free of charge.
Online dispute resolution platform: If you as a consumer concluded the insurance contract digitally (for example via our website or by e-mail), you can also use the European Commission’s online dispute resolution platform (ec.europa.eu/consumers/odr/). Your complaint will then be forwarded to the relevant ombudsman