Insurance sector ombudsman

Since 1 October 2001, any policy-holder can contact the Ombudsman by telephone, letter, e-mail or fax in the event of a dispute with his or her insurance company. The value of the dispute for a judgement which is binding on the insurance company is up to a maximum of EUR 5,000. If the amount in dispute is more than this, the Ombudsman can make recommendations to settle the dispute up to an amount of EUR 50,000, although the recommendation is not binding on either side.

Procedure:

Any customer has the option of contacting the Ombudsman. The customer should contact the Complaints Office at the German Insurance Association (GDV - Gesamtverband der deutschen Versicherungswirtschaft e.V.), if possible in writing, briefly outlining the circumstances of the case and attaching copies of the necessary documentation. Once received, the complaint is passed to the Ombudsman for an assessment of responsibility. Should there be a difference of opinion between the customer and the company on the matter of reliability, the Ombudsman makes his determination to a certain extent "ex officio". The decision is arrived at only on the basis of the documentation and opinions submitted, as under the procedural rules the conducting of personal hearings or interviewing of witnesses is not permitted.

Excluded from this procedure are cases where:

• A court is already investigating the proceedings;
• The complainant has involved the state attorney's office;
• The complaint is out of time and the insurance company has invoked the statue of limitations.

Participating insurance companies:

The Ombudsman is solely responsible for customers whose insurance company is a member of the GDV. You can find out if your company is a member by visiting www.versicherungsombudsmann.de.

Address of the Complaints Office:

Versicherungsombudsmann
Postfach 08 06 32
10006 Berlin
Tel: + 49 (0) 18 04 / 22 44 24, Fax: + 49 (0) 18 04 / 22 44 25, or

Other options for complaints:

For complaints which relate to insurance relations with private insurance companies subject to Federal regulation, you can contact the free service for Federal citizens offered by the Working Group for Consumer Complaints at the Federal German Supervisory Office for the Insurance Sector (Bundesaufsichtsamt für das Versicherungswesen, or BAV). The complaints hotline can be contacted on + 49 (0)2 28 / 4 22 77 77.

Private insurance companies, except for private medical insurers, loan insurers and reinsurers

Versicherungsombudsmann e.V.
Postfach 080 632
10006 Berlin
Tel.: + 49 (0)18 04/22 44 24
Fax: + 49 (0)18 04/22 44 25
Internet: http://www.versicherungsombudsmann.de

Private medical insurance

Ombudsmann Private Kranken- und Pflegeversicherung
Leipziger Strasse 104
10117 Berlin
Tel.: + 49 (0)180/255 0 444
Fax: + 49 (0)30/20 45 27 85
Internet: http://www.pkv-ombudsmann.de