What to do in case of problems?

​​​​​If you face problems regarding your insurance or pension product
Step 1: Contact your insurance or pension scheme provider

If the issue could not be settled with the provider, and you feel the provider is not acting the way it should
Step 2: Contact the national supervisory authority or ombudsman with a complaint

If you have problems with a company that has gone out of business
Check if there is an insurance guarantee scheme in your country that covers part or all of your potential losses

Complaints: links to National Competent Authorities/Ombudsman

MS Authority/body (EIOPA Members and Observers*)
Competence (eg. Out of court settlement, Binding/Not binding decision)
Sectoral coverage ​ ​ Average time of handling complaints
Insurer Occ Pens Scheme
AT FMA*
email: fma@fma.gv.at

Competence: Non-binding recommendation
YesYes 4-5 weeks
AT  Bundesministerium für Wirtschaft, Familie und Jugend / Federal Ministry of Economy, Family and Youth
email: stefan.trojer@bmwfj.gv.at

Competence: Out of court settlement /not binding
Nono1 month
BE  FSMA*
email: info@fsma.be

Competence: Non-binding recommendation
NoYes 
BE Insurance Ombudsman Service
email: info@ombudsman.as

Competence: Out of court settlement /not binding
YesNo 
BG Financial Supervision Commission*
email: ivanov_m@fsc.bg

Competence: Non-binding to the dispute of the parties. FSC undertakes administrative proceedings upon complaint - can impose prescriptions, coercive administrative measures and administrative sanctions if a violation is established.
YesYesDepending on urgency and complexity of each case.
CYInsurance Companies Control Service*
email: ychristoforou@mof.gov.cy

Competence: Out of court settlement /not binding
YesNo3 months
CY Supervisory Authority of Occupational Retirement Benefits Funds*
email: grokopou@sid.mlsi.gov.cy

Competence: Letter to complainant (assessment of issue and/or info on other settlement procedures)
NoYes1-4 months
(depending on urgency and complexity of each case)
CZ CNB*
email: marketa.svatosova@cnb.cz

Competence: Non-binding recommendation
YesYes4 - 6 weeks
DE BaFin*
email: Rainer.Schacht@bafin.de

Competence: Letter to complainant (assessment of issue and/or info on other settlement procedures)
YesYes3 -6 months
DKFinanstilsynet*
email: finanstilsynet@ftnet.dk

Competence: Binding decision on the service provider (We do not deal with individual and specific cases. Only cases that involve a general behaviour pattern.)
yesyeswithin 10 days the consumer has to get an answer or to be informed that the complaint handling has started
EEEstonian Financial Supervision Authority*
email: info@fi.ee

Competence: Letter to complainant (assessment of issue and/or info on other settlement procedures)
yesyesone month
ESMinisterio de Economía y Competitividad-DGSFP*
email: subregulacion@mineco.es​

Competence: Non-binding recommendation
YesYes4 months
FIFIN-FSA*
email: kirjaamo@finanssivalvonta.fi

Competence: Letter to complainant (assessment of issue and/or info on other settlement procedures)
yesyestarget: 3 months
FIKuluttajariitalautakunta/The Consumer Disputes Board (statutory out-of court resolution body for consumer complaints)
email: kril@oikeus.fi

Competence: IU, IM

Consumer disputes Board (Kuluttajariitalautakunta) is competent for disputes between a consumer and an entrepreneur.
A complaint can be made to the Consumer Disputes Board concerning home, car, accident or other insurance policies purchased by a consumer. Complaints concerning compulsory insurance such as traffic liability insurance and mandatory accident and pension insurance cannot be made to the Consumer Disputes Board. The Consumer Disputes Board does not handle liability insurance unless it concerns a consumer matter.

yesno7-14 months
FIVakuutus- ja rahoitusneuvonta/The Finnish Financial Ombudsman Bureau & Vakuutuslautakunta/The Finnish Insurance Complaints Board
email:info@fine.fi

Competence: The Finnish Financial Ombudsman Bureau gives help to consumers and small businesses by advising, giving information and negotiating. If this doesn't help, they may encourage the plaintiff to take his case to the  Finnish Insurance Complaints Board. It can also handle cases of even "bigger businesses". The resolution of the board is non-binding.
The defendant can be IU or IM (excluding insurance broker).
These organizations are competent to handle cases of voluntary insurances and also of some obligatory insurances (for example traffic insurance).

yesyes6 months (board)
FIThe Finnish Competition and Consumer Authority (FCCA) & The Consumer Ombudsman
email:kirjaamo@kkv.fi

Competence: The Finnish Consumer Agency has the possibility to answer individual questions but not intervene in individual disputes. Its mandate covers all market conduct in relation between entrepreneur and consumer.
The Consumer Ombudsman (KA) can sometimes help consumers to solve a dispute with a company. KA then represents the consumer in court or in relation to the Enforcement Authority. This help is called KA support. KA will only support a consumer under certain circumstances. The dispute shall either be significant for the application of the law, i.e. to clarify the legal situation within a certain area, or the dispute shall be of common consumer interest, i.e. concern a great number of consumers.  When KA supports a consumer in a dispute, the state covers the consumer's legal expenses.

YesNoNot Available
FRACPR*
email: info-clientele@acpr.banque-france.fr

Competence: Letter to complainant (assessment of issue and info on other settlement procedures). Complaints are a source of information which can be used for general supervision.
Yesyes2 weeks
GRBank of Greece*
email: dep.insurancesupervision@bankofgreece.gr

Competence: Binding decision on
service provider

Yesno3-6 months (depending on urgency and complexity)
GRBank of Greece*
email: dep.insurancesupervision@bankofgreece.gr

Competence: Letter to complainant (assessment of issue and info on other settlement procedures). Complaints are a source of information which can be used for general supervision.
YesnoThe IU has 50 days duration to answer from the date of receiving the complaint.
HRHANFA (Croatian Financial Services Supervisory Agency)
email: potrosaci@hanfa.hr

Competence: Letter to complainant (assessment of issue and info on other settlement procedures). Complaints are a source of information which can be used for general supervision.
YesYesWithin 30 days from the receipt of the complaint, the reply must be sent to the complainant.
HUHungarian Financial Supervisoríy Authority*, Complaints form
email: tebli.izabella@pszaf.hu

Competence: Binding decision on service provider
YesYes1-3 months
IEFinancial Services Ombudsman
email: enquiries@financialombudsman.ie

Competence: Binding on consumer & product provider, subject to appeal to High Court within 15 days.
yesNO5 months
Office of the Pensions Ombudsman
email: info@pensionsombudsman.ie

Competence: Binding on all parties but may be appealed to the High Court by any party to the decision within 21 days.
noyes8 months
ISThe Insurance Complaints Committee
email: urskvatr@fme.is , sigrun@fme.is

Competence: Out of court settlement  / binding for the IU/IM if they do not reject the rulings in writing within 2 weeks
YesNo4-6 weeks
ITIVASS
email: maria.mammarella@ivass.it, lorenzo.biagini@ivass.it

Competence: Non-binding recommendation
yesnoWithin 90 days from the receipt of the complaint, the complainant has to be informed that that complaint handling has started.
COVIP*

Competence: Binding decision with regard to the pension funds but not power to settle a singular complaint

NoyesIn some cases COVIP might decide to inform involved members about supervisory measures taken as consequence of the complaints
LIFinancial Market Authority (FMA)*

Competence: Non-binding recommendation

yesyesdepending on complexity
LTThe Bank of Lithuania
email: sandra.madlener@fma-li.li

Competence: Out of court/not binding decision (recommendation)
YesyesThe term for settling dispute setled in Law is 2 months, which can be prolonged for another 2 months in case of complexity. Average term is around 2 months. 
LUCommissariat aux Assurances*
email: rik.hemmen@commassu.lu

Competence: Non-binding recommendation
YesYes1-2 months
(depending on complexity)
LU CSSF*
email: direction@cssf.lu

Competence: Non-binding recommendation
noyesdepending on the complexity of the dispute
LV Financial and Capital Market Commission
email: fktk@fktk.lv

Competence: Binding decision on service provider
Yesyes1 -4 months (time period can be prolonged up to 1 year).
LVConsumer Rights Protection Centre
email: ptac@ptac.gov.lv

Competence: Binding decision on service provider
yesYes1 -4 months
MTConsumer Complaints Manager*
email: consumerinfo@mfsa.com.mt

Competence: The aim of the Complaints Manager is to put the complainant in the position he/she would be in if things had not gone wrong. This might include recommending the licence holder to offer the complainant a remedy. However, the Complaints Manager's decisions are not binding on the licence holder. This means that the licence holder may choose not to accept his recommendation. When this happens, the Complaints Manager would suggest to the complainant to seek professional legal advice.
YesYesThere is no stipulated time for handling complaints as each complaint is handled on its own merits, on a case-by-case basis.
NLKlachteninstituut Financiële Dienstverlening (Kifid)
email: consumenten@kifid.nl

Competence: Out of court settlement
YesNo 
NLOmbudsman Pensioenen

Competence: In an ongoing dispute or complaint the Ombudsman seeks a reasonable and equitable solution. If mediation fails, the Ombudsman gives its opinion. The opinion is not binding, but is usually followed. In addition, the way to the court still open.
NoYes 
NOFinanstilsynet (The Financial Supervisory Authority of Norway)*
email: post@finanstilsynet.no

Competence: The NFSA do not settle complaints, only issue general recommendations and decrees.
YesYesAs soon as possible, maximum withn 60 days. 
NOFinansklagenemnda (The Financial Services Complaints Board)
email: harald.sverdrup@fkk.no

Competence: Out of Court settlements. Non-binding recommendations
Disputes between policy holders and IUNoNormally eight weeks
NOKlagenemnda for forsikringsmeglings- og gjenforsikringsmeglingsvirksomhet
email: post@klagenemnda.no

Competence: Non-binding recommendations
NoNo1-3 months (depending on urgency and complexity)
PLThe Polish Financial Supervision Authority*
email: dok@knf.gov.pl

Competence: The Polish FSA accepts and handles complaints but it cannot settle complaints.The Polish FSA examines how regulated entities acted in the case brought by a complaining party. The information thus gathered on disputes between the regulated entities and their clients is a source of valuable knowledge of developments on the market. Upon considering a complaint, if IU, IM or IORP infringes the laws, the Polish FSA can decide to issue general recommendations or binding administrative decisions (fine is also possible). The Polish FSA will also inform the complaining party that a given dispute should be resolved pursuant to civil law provisions or by the Arbitration Court at the Polish FSA (because issuing administrative decision has an impact on the case brought by the consumer, but it does not necessarily settle given complaint).
Yesyes3 mths
PLThe Arbitration Court at the Polish FSA
email: sad.polubowny@knf.gov.pl

Competence: Settlement concluded between parties of the dispute, after having received approval from a common court competent in a given locality and subject matter, has the same legal validity as sentences of the common court.
YesYes3 mths
PLThe Financial Ombudsman
email: biuro@rf.gov.pl

Competence: Non-binding recommendation, out-of-court settlement of consumer disputes
YesYesNA
PTInstituto de Seguros de Portugal*, Sub-website for Consumers
email: consumidor@isp.pt

Competence: Trying to reconcile the interests involved and analysing complaints for supervision purposes. The ISP does not issue binding decisions, but recommendations.
YesYes30 days.
ROFinancial Supervisory Authority*
email: office@asfromania.ro​

Competence: Non-binding recommendation
YesYes30 days
SEAllmänna reklamationsnämnden (ARN)
email: arn@arn.se

Competence: Out of Court settlements
The Board issues non-binding recommendations

YesYes, with the exception of the IORPs which have a Special Complaints Board.Normally six months
Swedish Consumer Agency (Konsumentverket)
email: konsumentverket@konsumentverket.se

Competence: The Swedish Consumer Agency does not have the possibility to answer individual questions or intervene in individual disputes. On questions concerning insurance, the Agency gives information to consumers about the supporting organisations such as the Swedish consumers' insurance bureau, the Swedish consumers' banking and finance bureau. If the question concerns purchases from countries within the EU the Konsument Europa which is part of the Agency gives help to consumers.
The Consumer Ombudsman, KO, can sometimes help consumers to solve a dispute with a company. KO then represents the consumer in court or in relation to the Enforcement Authority. This help is called KO support. KO will only support a consumer under certain circumstances. The dispute shall either be significant for the application of the law, i.e. to clarify the legal situation within a certain area, or the dispute shall be of common consumer interest, i.e. concern a great number of consumers.  When KO supports a consumer in a dispute, the state covers the consumer's legal expenses.

YesYesNone
The Swedish Consumers Insurance Bureau
email: Contact form available on website

Competence: Konsumenternas försäkringsbyrå, the Swedish Consumers Insurance Bureau, provides advice to consumers in various insurance matters. The Bureau is a foundation and started its activities in 1979. The principles are the Swedish Consumer Agency, the Financial Supervisory Authority and the Swedish Insurance Federation. All guidance is free of charge.
YesYesN/A
SKNárodná banka Slovenska (National Bank of Slovakia)*
email: Peter.Miklos@nbs.sk

Competence: We are not competent to make decisions, we write only recommendations to clients what he can do, how to solve his problem, communicate with insurance company, and if we find out some break downs of legislation our supervisory department deals with this problem. Competent authority who can make a decision in Slovak Republic is only court.
YesYes 
SIMediation Centre at Slovenian Insurance Association
email: info@zav-zdruzenje.si

Competence: Out of court settlement. Consensual agreement binding for both parties.
YesNo2 months
Ombudsman at the Slovenian Insurance Association
email: info@zav-zdruzenje.si

Competence: Out of court settlement.  Written decision of the Insurance Ombudsman with a recommendation for insurance company concerned.
YesNo1-30 days
UKFinancial Ombusman Service
email: complaint.info@financial-ombudsman.org.uk

Competence: Decisions are binding on financial services firms, however a consumer may choose to take his or her complaint to court if he/she does not accept the Ombudsman's decision
YesYes [Re the way pension providers sell or market their products (regulation 4(1), Pensions Ombudsman Regulations]Aim is to settle most disputes within 6-9 months.
Pensions Ombudsman
email: enquiries@pensions-ombudsman.org.uk

Competence: The Pensions Ombudsman has the power to make a final decision on a complaint. He will investigate the case and reach a decision that is legally binding on the member and the scheme. If the complianant is unhappy with it and wants to take it further, then they need to appeal to the High Court in England and Wales , the Court of Session in Scotland or the Court of Appeal in Northern Ireland.
NoYesBit varies but some complaints take longer than a year though most are shorter then this.

Insurance Guarantee Schemes

Insurance Guarantee Schemes provide last-resort protection to consumers when insurers are unable to fulfil their contract commitment, offering protection against the risk that claims will not be met if an insurance company goes out of business.

IGS are available in the following countries: Bulgaria, Denmark, France, Germany, Ireland, Latvia, Malta, Norway, Poland, Romania, Spain and the United Kingdom.

If you want to learn more on EIOPA’s work in this field, please find a report here.

« back to consumer lounge page