Reaction deadlines

Note: We distribute our insurance through Brokers. In certain cases (for example, in the event of a complaint), we provide a response directly to a (end) customer.

We use the following response times:

1. Responding to customer information requests about existing and new insurance policies.

We respond to information requests as soon as possible, no later than within five working days.

2. Accepting new insurance policies and changing and canceling existing insurance policies.

We respond as soon as possible, at the latest within five working days, to new applications, change requests, and cancellation requests.

3. Providing insurance-related tasks and documents, such as issuing policies and insurance certificates (new and existing insurance).

We provide these documents and insurance certificates as soon as possible, within five working days at the latest.

4. Damage treatment and insurance benefits.

We provide a response within five working days to new reports and questions about ongoing reports.

5. Complaint handling

We respond substantively to a received complaint within ten working days. Sometimes we need more time to investigate a complaint. In that case, we send a response indicating how much time we need.