Your satisfaction is our priority. This is why we continually work on optimising our products and services. If there’s still a reason to complain in spite of this, find out here how you can share your concerns with us.
What is a complaint?
A complaint is dissatisfaction expressed by a person about HDI Versicherung AG regarding an insurance contract or a service offered by HDI. The enforcement of an insurance or damages claim or the prompt to process a claim do not constitute a complaint.
How can a complaint be lodged?
A complaint can be lodged online over a form, personally, by telephone, by letter or email. Our contact details are:
HDI Versicherung AG
pobočka poisťovne z iného členského štátu
811 06 Bratislava
Tel.: +421 2 5710 8611
You can reach us during service hours from Monday to Thursday from 08:00 to 16:30 and on Friday from 8:00 to 14:00. Entries received outside of the service hours are processed on the following working day.
Which details are necessary?
To process your complaint, we need
- ·your contact details (first name, surname, address, email address and/or telephone number),
- ·the best way to reach you (by telephone, email, etc.),
- ·a detailed description of your issue (including policy or claim number).
When is a complaint recognised?
If the action on the complaint is not objectively justified or does not fully meet the demands of the complainant, HDI will give a detailed explanation of its view.
How long does it take to process a complaint?
As soon as we have received your complaint, it will be forwarded without delay to the department responsible for clarification and entered into our internal complaints register. We will confirm receipt of your complaint in writing and let you know whether we require further information and, if so, which additional information is required for processing.
The processing of complaints usually takes within 5 working days. In the case of delays, you will receive an interim report and (if possible) an indication of when to expect the final execution.
Who is the responsible national regulatory authority?
Národná banka Slovenska
oddelenie dohľadu nad poisťovníctvom
Imricha Karvaša 1
813 25 Bratislava
Who is the responsible regulatory authority of HDI Versicherung AG?
Österreichische Finanzmarktaufsicht (FMA) [Austrian Financial Market Authority]
Verbraucherinformation & Beschwerdewesen [User Information and Complaints]
Sometimes not everything works out the way you want it to. Here, you can let us know what’s really bothering you. We will take it seriously.