Complaints procedure

Are you dissatisfied with your insurance or the services of Hienfeld? Then we would like to hear from you. We do our utmost to find a solution. Below you will read how to submit a complaint.

Here's how you report a complaint

If you have a complaint about your insurance or the services of Hienfeld, you can let us know in various ways:

Via your Realtor

Your Broker is your first point of contact when it comes to your insurance. Often, an insurance advisor can also help you file a complaint. If you have an insurance advisor, you can contact him first. He will then contact us.

Call one of our staff members

Often, a phone call with one of our staff is enough to solve the problem together with you.

You can reach our staff by phone at +31 20 - 5469 469.

Send a letter

If you can't resolve it by phone or prefer to send a letter, you can also contact us in writing. Clearly state in the letter that it concerns a complaint. Also include your name, address, city, phone number, email address, and contract or policy number in the letter. You can address this letter to the management and send it by email (klacht@hienfeld.nl) or by mail to:

W.A. Hienfeld B.V.

Attn: the management

P.O. Box 75133

1070 AC Amsterdam

When will you get an answer?

If you have submitted a complaint with us, you will receive a response from us as soon as possible, but no later than within 10 working days.

Sometimes we need more time to investigate your complaint. Then you will receive a message from us indicating how much longer we will need.

Not satisfied with our solution?

Do you have a complaint about your insurance or Hienfeld's services and can't resolve it with us? Then you can also submit your complaint to an independent party. We fully cooperate with a solution through an external complaints body or court.

Complaints related to (the execution of) this insurance agreement or the preceding application can initially be submitted by email via klacht@hienfeld.nl or per post to:

The management of W.A. Hienfeld B.V.

P.O. Box 75133

1070 AC Amsterdam.

If the complaint is not resolved to the satisfaction of the submitter, the complaint can be submitted to:

Insurance ombudsman

De Meeûssquare 35

1000 Brussels, Belgium

email: info@ombudsman.be

You can also submit a complaint about your insurance or about the services of Hienfeld to the competent court in Brussels, unless you and we agree on another method of conflict resolution, such as mediation or arbitration.

Legal documents intended for Hienfeld and/or insurers can be addressed to:

Chubb European Group SE, Belgian branch

Emiel Banningstraat 41

2000 Antwerp, Belgium